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Frequently Asked Questions

Billing FAQ

Please contact our Sales Manager for specific pricing information.

If you have administrative or late fees included in your bill, please contact our Sales Manager.

If you're about to exceed your Fastmail disk space quote, then you should clear your junk mail folder following these steps.

  1. Log into your Fastmail account.
  2. Click the empty link next to the Junk Mail folder. Your junk mail folder should now be clear.

 

If your Fastmail account appears to be down, then you should first check the status of Fastmail’s servers. If the status appears to be OK, then submit a support ticket, and select "Email Issues" from the Support Ticket Subject drop-down menu.

Yes you can. However, Acorn is not responsible for lost emails being forwarded to the email destination company due to their configuration setups. If you choose to change your email configuration after you have become an Acorn hosting customer, please note that email setup, support, and training time is billable.

To determine if the RackSpace data center is experiencing difficulties, click here.

Marketing FAQ

Search engine placement relies heavily on having a site that is considered popular by the major search engines. which requires ongoing effort. You can choose to monitor your placement on your own, or have us do the work for you. Each link popularity effort will be estimated and approved before implementation. Search engines continually update their algorithms, thus Acorn is not responsible for guaranteeing that links secured will be counted now or in the future by any of the major search engines. Learn more.

We offer a valuable program called MarketWatch. MarketWatch is a report that we produce for many clients each month and transmit to them electronically. It consists of a detailed Excel spreadsheet organized to report on monthly traffic statistics including: unique visitors and bounce rates, top referrers, top search terms, entry pages, traffic from paid listings, pay-per-click stats, and organic (free) placement on four search engines for three carefully selected search phrases. The spreadsheet is designed so that our clients and our staff can compare placement and traffic from one month to the next. Learn more.

Please contact our Sales Manager for specific pricing information.

Yes! We offer a valuable program called MarketWatch. MarketWatch is a report that we produce for many clients each month and transmit to them electronically. It consists of a detailed Excel spreadsheet organized to report on monthly traffic statistics including: unique visitors and bounce rates, top referrers, top search terms, entry pages, traffic from paid listings, pay-per-click stats, and organic (free) placement on four search engines for three carefully selected search phrases. The spreadsheet is designed so that our clients and our staff can compare placement and traffic from one month to the next. Learn more.

We work in our clients’ best interest when working with any third-party product vendor, including but not limited to Google, Bing, Mailchimp, YMLP, Fastmail, etc. We are committed to responding to your requests in a timely manner (within 72 business hours) to initiate actions on any given program involving a third-party product vendor.

However, we cannot guarantee how or when a third-party product vendor will adhere to our directives. If we are processing a request from you to initiate or deactivate a third-party vendor service, including but not limited to a request to deactivate or pause any terms or campaigns within Google, etc., and those deactivation/pause directives are not affected after we have taken the necessary steps known to us, then you as the Acorn Marketing client will remain financially responsible to the third-party account relationship, and for any additional Acorn time required to re-contact the third-party vendor for follow-up and additional directives until such time as the directive has been fulfilled by the third-party vendor.

For clients who choose to not participate in our Level 3+ MarketWatch Program, we offer an alternative PPC Review monthly report that costs less than MarketWatch. These reports provide the exact information from the PPC reporting accounts as well as a recap of any adjustments we made to improve your click-through rate (CTR) or average ad position. Phone and email support regarding questions about the PPC report is billable in addition to the report cost.

After reviewing the report, you may request Acorn to make additional changes to your account, or you may make the changes on your own. If you request us to make changes to your PPC account, then we will bill the work at our current rates.

For clients who choose to not participate in our Level 3+ MarketWatch Program, we offer an alternative PPC Review monthly report that costs less than MarketWatch. These reports provide the exact information from the PPC reporting accounts as well as a recap of any adjustments we made to improve your click-through rate (CTR) or average ad position. Phone and email support regarding questions about the PPC report is billable in addition to the report cost.

After reviewing the report, you may request Acorn to make additional changes to your account, or you may make the changes on your own. If you request us to make changes to your PPC account, then we will bill the work at our current rates.

We are unable to guarantee organic placement in any search engine. However, we have proven success with the majority of our SEM customer base. Along with completing the Search Engine Starter Kit as accurately as possible, it is important to understand that to achieve the highest search engine optimization placement possible, your website text (verbiage) must be edited to support the appropriate SEO (Search Engine Optimization) terms for each page. As a result of our technical editing, your text (verbiage), including internal links, will look different. Our customers are welcome to be involved as much or as little as possible during the marketing process. In order to make your website search engine-friendly, we must perform a varying degree of manual major search engine and travel site submissions. Please note that all Acorn-incurred time during this process is billable. We will include pricing and estimates in the bid.

Training is available on our website. Read through lessons SE101 – SE105 under online learning. You will find everything you need to determine your placement in the search engines. You may also submit a support ticket to have Acorn do this work for you at our normal billing rates. In the support ticket, select "Marketing Issues" from the Support Ticket Subject drop-down menu. After sending you the results of your inquiry, we will also include an estimate for what it would cost to have Acorn implement the subsequent findings and recommendations.

We recommend YMLP, a third-party company that will provide you with this service for as little as $2.50 a month for up to 500 subscribers. We will install the email address collection code seamlessly into your website so you can gather, sort, and send emails to your customers.

Support FAQ

To submit a support ticket with Acorn Marketing, please take the following steps:

From Acorn's Website:

  • Step 1 – Go to our website home page.
  • Step 2 – From the main navigation menu, hover your cursor over CONTACT US and click SUPPORT TICKET.
  • Step 3 – Fill out the ticket completely and click Submit Ticket.

From the Acorn Client Dashboard

  • Step 1 – Log into your Acorn Client Dashboard profile.
  • Step 2 – From the main Profile page, click the red Support Ticket tab in the upper right-hand corner.
  • Step 3 – Fill out the ticket completely and click Submit Ticket.

For your convenience, you can also use the following direct links.

SUBMIT A SUPPORT TICKET

READ OUR SUPPORT TICKET POLICIES

The easiest way to confirm the validity of the notice is to visit Network Solutions. (Note: it doesn’t matter if you didn't purchased your domain through them; you can use their system to look up the information). Click WHOIS at the bottom of the page, enter your domain name, and then look for the expiration date and the company you used to purchase your domain. Compare this information with the notice you received to determine its validity.

Domain registration and renewal is the responsibility of the customer. If assistance is needed, Acorn Support is available at normal billing rates.

Yes, our server supports SSL. It is turned off by default. The SSL will only be active on files that end with the .shtml extension, which makes the server more efficient.

Please contact our Sales Manager for specific pricing information.

The cost of a website change will depend on the amount of work involved. After you submit a support ticket, our Support Team manager will review your request and reply with an estimate. You will need to approve the estimate before we proceed with any work.

Acorn Marketing reserves the right to provide FTP access to our customers. If you request us to repair or reload files for you using FTP, then such time will be billable.

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