We do our best to respond to all email that we receive in a timely fashion. We appreciate it when those that we do business with respond prompty, and know that you do, too. We try to treat you the way that we like to be treated. We have full time staff working on email M-F, 8-5 Central Time (holidays excluded). You will receive a response within 24 hrs during normal business hours. Messages sent after 4 pm Friday through Sunday, will be answered before the end of the business day on Monday (holidays excluded).

If you have not received a reply from us in a timely manner as stated above, there are several possibilities why:

• We did not receive your email.
  If you sent us an email using your own email system, check your SENT folder for the email and verify that you sent it to a valid Laridian email address. Support issues should be sent to support@laridian.com.

If you used the Laridian trouble-ticket system you should have immediately received a response stating that we received your request for help. If you did not receive that response then we probably did not receive the ticket. Please try again.


• Our reply has been returned (or "bounced") as undeliverable. This can happen for several reasons:
  1. Your return address is entered incorrectly.
  2. Your email box is "full" and your ISP rejected the message (this is most common with Web services such as Hotmail and free services such as Juno).
  3. Your ISP blocked our reply as suspected SPAM. This is becoming a growing problem, and is discussed more fully below.

   

• A SPAM filter that you have installed moved or deleted our reply before you saw it. If you have installed a SPAM filter, then check the settings and its folders to verify that it hasn't prevented you from seeing the reply. If it moves the email to a different folder, scan through that folder looking for our reply.

   

• You are using a Challenge/Response SPAM prevention method. We do reply to challenges; however, we've found that some ISPs such as Earthlink delete the request if we don't respond to the challenge within a certain time frame. By the time we receive the challenge and respond to it, the challenge may no longer be valid and the original e-mail has been deleted by your ISP.

   

• Your original e-mail looked like SPAM or an e-mail containing a virus. Avoid sending e-mails with no subject line, or a subject line of "hi" or "error" or some other nondescript subject line. Especially during times when a new e-mail virus is spreading, your e-mail may be classified as one spreading the virus. During new virus outbreaks, as much as 95% of the e-mail that we receive is junk mail or virus attacks. Use a specific subject line to make it clear that your email is legitimate. And, unless specifically requested by a technician, do NOT attach anything to the message.

What We Try To Do

A Growing Problem: Some ISPs Filter Your Email