Frequently Asked Questions

Structure is the all-in-one product that makes life easier and business more profitable. We're replacing 5+ tools that are essential for internet businesses with one - that's why life is easier. No more moving data between a handful of separate solutions. No more remembering 5 log ins for different products. No more wrestling with code and techie stuff. At a basic level Structure is web hosting for your business website. But to go with that you get website management tools, email marketing, eCommerce and an integrated customer database

When you log in, you'll be able to immediately access your contact database, your orders, web form submissions, products and catalogues, web pages and email marketing campaigns from one central location. Furthermore, all of those functions are built to work together from the ground up!

It's very similar actually - some people call Structure a "next generation" hosting solution because of all the built in goodies that it comes with. You'll have an FTP account to upload web pages, CSS, flash, JavaScript and images. It's also true to say that any non-programming related thing that you can do with a regular web hosting company, you can do with us

System Reliability is a non-issue because all of our Data Centers are located in Tier 4 Data Centre facilities. This means that all of the facilities that house our servers have:

» Multiple cooling and power distribution paths for stable systems
» Multiple active power distribution paths to prevent down time from blackouts
» Redundant components for fault tolerance
» High connectivity and power into our machines

All of our Data Center facilities are connected to the net via Tier 1 networks, or have peering arrangements with Tier 1 networks. This means that our servers are essentially hooked in to the "backbone" of the internet, which generally results in higher network speeds and lower latency from your customer's browser to our servers. And on top of all that we provide a 99.98% uptime service level agrement.

Yes indeed it is. Is your website? Because Structure will respect your HTML code and won't change it, your website's XHTML standards compliance will depend on the HTML code that you or your designer has created. However if you do insert any system modules onto your web pages, the code generated by the system will be compliant

Yes. Structure has full unicode support. You can create web pages in any languages imaginable. You can even send your newsletters in your language of choice. To create a multi-lingual site you'd simply create a collection of web pages for each language that you wish to support and link to them from a central location on your website.

Sure you can. When you paste the HTML code for any of your web forms into your web pages, you can completely change the layout and use your own CSS to customize it to look however you like.

Sure. We provide extensive APIs that allow you to connect most 3rd party systems to Structure. For example you'll be able to synchronize your inventory, get a list of recent orders, customers and more.

Of course! Anything you can run on another HTML page or on your blog will work just fine. Remember that at a base-level Structure is like any other web hosting platform

Yes you get access to FTP to speed up managing your Structure website. You can even access system templates and layouts via FTP.

Yes. You can easily add Google Analytics to any Structure site and get the rich reporting features that it provides. Structure also provides an advanced reporting system builtin that comes with every site which you can use without any extra configuration.

You can use your own web address, also called a URL or domain name. You can either redelegate your domain and use our DNS servers or you can create an A-Record in your existing DNS service to point your domain to your new site at Structure - it's up to you. For instructions on this, see our knowledge base article. Please note that if you are a Premium Partner and wish to use our rebranding features you will need to redelegate the domain to us

Using Structure you can either choose from several predesigned templates or if you are more inclined, create a new site from scratch. If using a template, all CSS is already created for you and little knowledge is required. If creating a new site layout, in order to customize the overall design, layout and "look", you will require a basic understanding of HTML and CSS

You can use the inbuilt workflow framework to choose who you want notified each time a customer inquires and how you want them to be notified, e.g. via email, SMS or both. If you want SMS notifications you simply buy a suitable SMS pack.

As many as you want! However any plan with email marketing allows you to send either 1,000 or 10,000 email newsletters per month at no cost. If you want to send out more then you'll need to buy additional email newsletter packs.

No, there isn't :)

Our goal was to create a platform that fulfilled the needs of 90% of all business people, so they didn't need to get their nephews and granddaughters to program for them. So the answer is no, you can't run PHP, ASP, .NET or other server-side code. But you can probably replicate the functionality, and then maintain it yourself without a problem.

Of course! We use friendly and customizable URLs throughout and utilize search engine friendly techniques such as 301 Permanent Redirects. We even integrate with Google, Yahoo!, and Bing sitemaps feature, so the system regularly and automatically generates a "sitemap" which the search engines use to ensure your website gets maximum visibility in the search results.

There are a number of ways you can use the Structure platform.

» Use any popular web browser. On the Mac we support Safari 3+ and Firefox 2+. On Windows we support Internet Explorer 7+ and Firefox 2+, Safari 3+
» Use FTP
» Use our Adobe Dreamweaver Extension - it allows you to manage your Business Catalyst website directly inside Dreamweaver (CS3, CS4 and CS5) on both Mac and PC

This is a user added to a site & they would have access to the administration area of a site.

This is an email account setup in a site. This is email only & does not give the user administration access to the site but has full email capabilities such as POP, IMAP and webmail.

The Structure Administration area is translated and available in the following languages: English, French, German, Spanish and Swedish. Currently there are no further plans to add other language support for the Administration area. However this doesn't affect your actual site. You can create your website in any language that you like. Structure supports unicode which means you can have your website in English or Japanese or Hebrew - virtually in any language!

Structure operates data centers in 3 different continents to ensure our customers get optimum response times from their websites. Our data centers are located in North America (New Jersey, USA), Europe (Dublin, Ireland) and Asia Pacific (Sydney, Australia)

Your use of Structure's products is governed by our Terms of Use.

Yes you can easily change between plans. Any fees paid in advance will be applied to the new pricing on a pro-rata basis.

The Pro Plans are inclusive of all the Structure functionality. This includes web hosting and content management, eCommerce, email marketing, integrated customer database, reporting and analystics and more. The Starter and Business plans are subsets of the overall platform. For those business owners just starting up their online businesses, the Starter or Business plans provide a fantastic point of entry with the comfort of being able to upgrade to the full solution at any time in the future.

Yes, as long as all invoices are up-to-date with payments, you have full control of cancelling a site & no further billing will occur.

Nope! Structure doesn't take any cut from your online sales. However, your payment gateway or bank may charge a fee to process payments.

As many as you want! However any plan with email marketing allows you to send 10,000 email newsletters per month at no cost. If you want to send out more then you'll need to buy additional email newsletter packs.

No, we do not refund payments for sites which are cancelled, regardless of billing being set to monthly or yearly.

There is no cost for trial sites for 30 days. You only pay when you decide to upgrade to a Live Site within the 30 day period.

There is no setup charge for any of Structure plans. You simply choose the plan that best suits your business and then pay for it on a monthly basis.

We accept payment by credit card only (Visa, Mastercard & American Express).

You can add additional users & email accounts, disk space, SMS & excess newsletters. All are required to be paid upfront monthly on recurring credit card billing, except disk space which is billed annually, and bandwidth, which is billed at the beginning of every month for the excess used the previous month.

- Additional 10 User $10/month (10 additional email addresses)
- Additional 5 Users $25/month (50 additional email addresses)
- Extra Disk Space $15/1GB per annum (charged annually)
- Extra Newsletters $0.01/email (first 10,000 free on applicable plans)
- Extra SMS $15/month per additional 50 SMS (charged monthly)
- Excess traffic charged at $5/1GB (first 1TB free)

Yes. With Structure eCommerce functionality you can sell both physical and electronic products. In the case of electronic products, the system will automatically provide customers who have made a successful payment for their purchase with a link to download the products. You can limit how many times an electronic product is downloaded after purchase.

Structure has full support for multi-currency online stores. You can setup your online store so that customers from different geographies automatically see the right price and currency so to maximize your conversions.

Nope! Structure doesn't take any cut from your online sales. However, your payment gateway or bank may charge a fee to process payments.

There are a number of ways you can collect payments on your online shop. You can use any of the existing payment gateways already supported, e.g. Authorize.net, Google Checkout, PayPal and many more. Or you can opt to use the "Process Offline" method that captures payment details from customers and you can then process these manually using your existing point-of-sale (POS) system. You can also enable customers to choose to pay by Check and COD.

Not at all. You can have as many catalogs and products as you like.

You can set up integration with several shipping providers in just a few clicks. That means your customers can get real time shipping estimates direct from the shipper.

We Currently Support the Following Shipping Providers:

	FedEx
	USPS
	DHL
	Australia Post

We support a wide range of payment gateways internationally. Please note that geographical restrictions are set by the payment solution, not by us.

	PayPal PayFlow Payment Gateway Available to our customers in the USA, Canada, Australia, New Zealand and Singapore.
	PayPal Website Payments Pro Payment Gateway Available to our customers in most countries internationally.
	PayPal Website Payments Standard Available to all customers internationally.
	Google Checkout Available to US and UK customers.
	Authorize.net Available to US customers.
	Beanstream Payment Gateway Available to Canadian customers.
	DPS Payment Express Available to US, United Kingdom, Australia, New Zealand, South Africa, Singapore, Malaysian and Pacific Islands customers.
	DPS PX Pay 3D Secure This is a hosted payment solution. Available to US, United Kingdom, Australia, New Zealand, South Africa, Singapore, Malaysian and Pacific Islands customers.
	eSec Available to Australian customers.
	EWay Available to most countries.
	HeidelPay Available to customers in (take a deep breath): Denmark, Estonia, Gibraltar, United Kingdom, Iceland, Israel, Latvia, Principality of Liechtenstein, Lithuania, Malta, Norway, Poland, Sweden, Swiss Confederation, Slovakia, Turkey, Hungary and Cyprus.
	InternetSecure Authorize Payment Gateway Available to US and Canadian customers.
	MiGS Payment Gateway Available to all customers internationally. (If you want to use MiGS, you'll need to contact your bank.)
	Moneris Available to Canadian customers.
	Sage Pay (formerly Protx) Available to most countries.
	DIBS Payment Services Available to customers in Norway, Denmark, Sweden and UK.
	Valitor Available to customers in Iceland.
	Saferpay Safer is available in most countries around the globe.
	RealEx Available to Irish and UK customers.
	CyberSource Available to all customers internationally.
	Banco Popular (Evertec) USA, Puerto Rico and most Central/South America Countries.
	EBS India only. (You have to register your Domain with EBS before using this gateway.)
	Optimal Payments USA, UK and Canada.
	Mollie Netherlands only.

We love Dreamweaver too! In fact we love it so much that we built a dedicated extension that allows you to manage your Structure website directly inside Dreamweaver. The Triangle Extension works on Mac and PC (MX, 8, CS3 and CS4).

Absolutely not! Structure does not limit your creative freedom whatsoever. You have complete control over the HTML / CSS that you put into the system.

Our goal was to create a platform that fulfilled the needs of 90% of all business people, so they didn't need to customize server side solutions. So the answer is no, you can't run PHP, ASP, .NET or other server-side code. But you can probably replicate the functionality, and then maintain it yourself without a problem.

Of course! We use friendly and customizable URLs throughout and utilize search engine friendly techniques such as 301 Permanent Redirects. We even integrate with Google, Yahoo!, and Bing sitemaps feature, so the system regularly and automatically generates a "sitemap" which the search engines use to ensure your website gets maximum visibility in the search results.

No, we do not have a payment plan option available for this.

No, we are not able to refund a Partner signup fee once it has been processed & your free Partner site & Partner Portal has been implemented.

We do not provide telephone support, the extensive online support through the Knowledge Base and Wiki provide solutions to 99.9% of any issue you could have with Structure. For the other 0.01% we offer support requests through the Admin area.

HTML and CSS issues are outside the scope of our Support, and unfortunately we will not be able to help you with this issue, however many issues with HTML and CSS are addressed in our Knowledge Base Wiki.

You will have access to the Structure Knowledge base and helpful Training Videos and you can also submit support requests through the Support Central area of your Admin Console.