FAQ's

When is the service transitioning from Suffolk County Council to Community Action Suffolk (CAS)?

1 November 2016 – up until this date Suffolk County Council will continue to operate and support the service. From this date onwards CAS will operate and support the service and CAS will need to be contacted for any onesuffolk related queries.

What are the costs of the service after 1 November 2016?

CAS will be introducing small charges to cover hosting costs. These are:

  • £30 +VAT per annum for Voluntary and Community Groups, Charities and Social Enterprises
  • £50 +VAT per annum for Town and Parish Councils and Schools
  • £70 +VAT per annum for Businesses

What happens if we believe we are not classified in any of these three price bands?

Please contact the CAS helpdesk on 01473 345360 or onesuffolk@communityactionsuffolk.org.uk to find out which band applies to you.

If I am an existing customer and I want to keep my website, what do I do?

Complete our form to register to stay with the onesuffolk service, including your choice of method of payment before the 1 November 2016. Once CAS receives your completed online registration form we will ensure that your website is kept active pending receipt of payment.

You can also request a paper version of this registration form by calling CAS on 01473 345360 or emailing onesuffolk@communityactionsuffolk.org.uk

The onesuffolk web hosting facility will not be disrupted by the transfer and the domain name will remain the same.

If you are unable to let us know your decision before 1 November 2016 due to committee meeting schedules, please let CAS know as soon as possible by calling 01473 345360 or emailing onesuffolk@communityactionsuffolk.org.uk. As long as CAS are aware that you may have issues responding by this deadline, we can hold your site for you until after your committee meeting, if required.

If I am an existing customer and I do not want my website, what do I do?

If you no longer want your site, please complete our form to register to leave the onesuffolk service. Once we have received your form we will process your request and your site will be removed in due course. 

If you need an extension due to committee meeting schedules, please let CAS know as soon as possible by calling 01473 345360 or emailing onesuffolk@communityactionsuffolk.org.uk. As long as CAS are aware that you may have issues responding by this deadline, we can hold your site for you until after your committee meeting, if required.

What happens to my domain name if I decide to leave the onesuffolk service

If you decide to leave the onesuffolk service you will no longer be able to use your onesuffolk.net domain name.

What happens if a decision has to be taken by our committee, which doesn’t meet for a little while?

Let CAS know as soon as possible that this is the case by calling 01473 345360 or emailing onesuffolk@communityactionsuffolk.org.uk. As long as we are aware that you maybe not meeting for a month or two, we may be able to hold your site for you until after your committee meeting, if required.

What payment options are available to me and how will this work?

Charges for the hosting of your onesuffolk website starts on 1 November 2016. From this date, if you have registered to stay with the onesuffolk service and accepted our terms and conditions, payment will be due for the service in line with CAS’s standard payment terms which is payment within 30 days. You can pay for the service via three methods:

  1. Annual Direct Debit
  2. Invoice - payment by cheque or Online Bank Transfer/BACS

Full payment details will be provided when completing the form to register to stay with the onesuffolk service.

How do I get support for the service from 1 November 2016?

Contact CAS on 01473 345360 or onesuffolk@communityactionsuffolk.org.uk in standard office hours (i.e. 9am to 5pm, Monday to Friday, excluding bank holidays and the Christmas period) and one of our dedicated helpdesk officers will be happy to help you over the phone or even use remote support software if required.

There are also online guides and tutorials available to assist you.

How do I get training for my website after 1 November 2016?

Call 01473 345360 or email onesuffolk@communityactionsuffolk.org.uk in standard office hours (i.e. 9am to 5pm, Monday to Friday, excluding bank holidays and the Christmas period) and one of our dedicated helpdesk officers will be happy to help you over the phone or even use remote support software if required.

There are also online guides and tutorials available to assist you.

If none of these help with your particular requirements, then we may run ad-hoc, chargeable training sessions throughout the year, depending on interest. We also hope to operate surgeries at our free CAS networking events that run throughout the year across the county.

Are there any plans to upgrade the onesuffolk system?

Yes there is. CAS is committed to upgrading the system in the first year of operating it. No final decision has been taken on what route is to be taken but an upgrade will happen and the plan is that it will future proof the system for the years to come, provide an easier to use interface and more modern themes to give your site a new look.

Telephone: 01473 345360

Email: onesuffolk@communityactionsuffolk.org.uk