Support - Help

Plesk provides a configuration interface to manage and administer your client, domain, and email settings. As an email user, you can administer your password, autoresponders (a.k.a. "out of office autoreplies") and spam filter settings/training.

Account/Domain/Email: Enter your client number, domain name (without www), or email address in this field.

Password: Enter the password that corresponds with the client, domain, or email address entered in the previous field.

TechDesk is our support ticket management system. The system tracks and archives all communication between 313 Group and our clients related to support issues and 313 Online service orders.

Email Address: Enter your email address in this field. If you do not have an account registered with TechDesk, please contact your 313 Group Account Manager to request access.

Password: Enter your TechDesk password in this field. This password is not necessarily the same as your email account password.

Your IP: This is your "real world" IP address. If your computer is connected to a broadband connection behind a router or firewall (nearly all computers are), then this is the address of your router.

Your Host: This is your "real world" hostname. In theory, this name will always map to the IP address shown above.

Speed Test: Click to test the speed of the connection between your computer and the 313 Online servers. The results of this test will not indicate the maximum speed of your internet connection. This test is useful only for troubleshooting issues you might have connecting to 313 Online servers. To find out the speed of your internet connection, please visit SpeedTest.net and click the yellow icon next to "Recommended Server". Please note that you need to have Adobe® Flash® Player installed for your browser in order to use this speed test. If you do not have Flash (or you have a version that is too old to use for the test, you will be prompted to download a newer version when you open the Speed Test window.

Advice for interpreting Speed Test results: If you have cable internet, your speeds should be at least 4000 down by 300 up. If you have Comcast's 8 Mbps upgrade package, you should get at least 6000 down by 1500 up (usually much higher). If you have DSL, results are less meaningful. At minimum, DSL should give you 500 in each direction. Satellite internet service (with phone line uplink) should give you at least 200 down by 25 up, but it could be much higher. A full 24-channel T1 should give you approximately 1500 down by 1500 up. Numerous factors can affect speeds, including the speed of your computer, your signal strength (if testing over a wireless network), other traffic on your connection (other users, computers, VoIP phones, etc.), bandwidth limits imposed by your ISP, heavy traffic from other nearby users of your ISP, or even heavy traffic on our test server. This tool is offered to assist us in supporting our clients. We cannot provide assistance in using this tool or interpreting results, unless we have asked you to run a test to assist us in troubleshooting a connectivity issue. We appreciate your understanding.

These indicators show the status of various 313 Group-powered systems, as well as systems of some of our service partners. (Please note that inclusion of a third-party system's status in this list does not indicate an official business partnership with, nor an endorsement of or by, the third-party company.) A green up arrow indicates that a service is responding normally. A yellow question mark indicates that a service may be offline, or that the status of the service could not be determined at this time. A red down arrow indicates that the service does not appear to be responding. It is possible that a service can be flagged as down when it is not, in fact, unavailable. If you should observe this occuring, please let us know.

Web Servers: Indicates the availability of 313 Online web servers, which host web sites and online applications for 313 Online customers. Technically, this indicator shows whether www.313group.com is responding on TCP port 80.

Plesk: Indicates the avaialbility of the Plesk control panel server, which allows management of client, domain, and email accounts. Technically, this indicator shows whether admin.313group.com is responding on TCP port 8443.

Outgoing Mail: Indicates the availability of 313 Online's SMTP server, which relays outgoing email messages for 313 Online-hosted mailboxes. Technically, this indicator shows whether smtp.313group.com is responding on TCP port 587.

Incoming Mail: Indicates the availability of 313 Online's IMAP server, which stores and synchronizes incoming email messages and mail folders. Technically, this indicator shows whether mail.313group.com is responding on TCP port 143. Please note that we do not monitor POP3 email services. While POP3 may be available, we do not support this protocol and we reserve the right to block POP3 connections at any time without notice. If you use POP3 and experience problems, our support will be limited to assisting you in reconfiguring our mail client(s) to use IMAP.

SQL Servers: Indicates the availability of 313 Online's MySQL server, which provides database services for our clients and internal systems. Technically, this indicator shows whether our SQL server is internally accessible. Please note that our security systems prevent directly connecting to MySQL, so this is the best way to determine if services are up.

Webmail: Indicates the availability of 313 Online's webmail system, which allows mailbox access from any browser -- including a special interface for mobile devices. Technically, this indicator shows whether webmail.313group.com is responding on port 80.

Primary NS: Indicates the availability of 313 Online's primary nameserver, provided by our data systems management firm, Rackspace™. Technically, this indicator shows whether ns.rackspace.com is responding on TCP port 53.

Secondary NS: Indicates the availability of 313 Online's secondary nameserver, provided by our data systems management firm, Rackspace™. Technically, this indicator shows whether ns2.rackspace.com is responding on TCP port 53.

AccessLine: Indicates the availability of AccessLine Communications' TeleWeb system, which allows management of voice mails, faxes, extension/menu/bulletin administration, and conference services. Technically, this indicator shows whether www2.sea.accessline.com is responding on TCP port 80. For assistance with your 313 Group-enhanced AccessLine service, please call your AccessLine number, enter your PIN, and touch zero twice. If 313 Group manages your Smart services, you will connect to us. Otherwise, you will connect to AccessLine's Customer Service Center.

TeleDesk: Indicates the availability of AccessLine's TeleDesk (a.k.a. iControl) server. Please note that this status indicator does not automatically update. Should we become aware of an outage, we will manually change this indicator.