FAQ & More

Frequently Asked Questions
& Helpful Information

General Questions

General Questions
Our website isn't that old, why do we need a new one?
To be most efficient, engaging and safe, websites need constant retuning, just like a car. To continue with that metaphor, cars that are well taken care of, last longer. Unfortunately, at some point they all need a new engine, new paint and eventually find their way to the scrap heap. One year for a website is like seven years for a car. Web development is one of the fastest evolving technologies as are the mobile devices that now power the internet. If your website is past it’s second birthday and has not been under the watchful eye of a web professional, it’s most likely due for an overhaul.
How long will it take to get the new website on-line?

Most FSS website packages typically take 30 days to complete. If your project includes advanced or multiple components additional time may be required. An estimated completion date will be provided.

Will I be able to update the content of my website?
Yes. Updating your websites content will be as easy as using MS Word! The website comes with an inutive, easy to learn award-winning, configurable WYSIWYG (What You See Is What You Get) editor. This interface includes advanced, text, image, file and link handling, plugin support, and an Administration interface for editor configuration.

We will provide you with the basic training you need in order to successfully update your content. If you ever need help or have questions, we are always available to assist you.
Can all the facilities in my squadron update content on the website?

Yes, In certain cases we can set up additional restricted user accounts for facilities within your squadron, at your request. These accounts can be configured with varying degrees of access. This approach allows for a collaborative effort to keep your website content up-to-date.

Will the website work with NIPRnet?

The website is built with HTML 5 and CSS3. Due to NIPRnet restrictions, minor aesthetic flaws can occur. The NIPRnet has specific requirements for SSL certificates. We will install and configure an approved certificate.

What materials do I need to provide?

The written content, artwork, high-resolution photos and media you provide will be integrated into your website. To achieve the best layout, design, and performance of each page, your package includes the following basic graphic services: cropping, resizing, rotating, light color/contrast correction and converting your images and artwork to low-resolution file types/size. If you do not have images and artwork, we can create and/or license this for you for an additional fee.

What is a sitemap and why is it important?

We will help you make a sitemap as the first step in the project. A site map provides a structural overview of how your website will be put together. It serves as the blueprint in building the menus and pages. It ensures that your requirements are clearly outlined and that the scope of work is clearly defined.

Can I see the project as it progresses?

Yes, you will be able to log in at any time and see what is being done. Your involvement and feedback are important at this time. As we go forward you will be required to write or do correction on your own text.

Can I request changes once the work starts?

Your project includes an allowance of time for making changes, adjustments and tweaking. Once the template and sitemap have been approved, changes or additions outside the agreed scope of work might require additional time and costs to complete.

For example, if you purchase a medium package and request items that require a large package, we will advise you to upgrade your package. Your project will never go over budget without your informed consent.

What does SEO mean?

SEO (Search Engine Optimization) refers to the efforts made to improve your websites ranking with search engines. Put simply, it ensures your website can be found in search engines like Google for words and phrases most relevant to what your website offers and what your customers search for.

Your website will be built to be SEO ready, by making sure the structure and content are fully optimized so it is well indexed by search engines. Having this foundation done right is an essential step in improving your organic (free) search results.

Why are meta tag descriptions and keywords important?

A meta description summarizes the content of a webpage. This short description is what displays to a customer in search engine results. A good meta description should be 135 to 160 characters (40-50 words) and provide relevant, concise information that matches the page's content. Taking the time to write a meta description for each page on your website can improve your organic (free) search results. Pages with meta descriptions index better which provides a clearer, faster path for your customers to find the information they were searching for.

Please provide meta descriptions and keywords for each webpage on your sitemap so we can add them to your website along with your content. If you have any questions, we are here to help and can give you tips and pointers on how to write effective meta descriptions. The below article is a great resource if you are new to writing meta descriptions.

What does CMS mean?

CMS stands for "Content Management System", which is a software tool that allows you to create, edit, manage and publish content on the web. There are many different CMS options available, but they all share the common goal of providing the user with an intuitive interface for building and modifying webpage content.

How do I get started?

Everything you need to know about getting started and all the phases of the project can be found on our Getting Started Page.


Training & Support

General Questions
How do I get training on updating the content of my website?

Training is provided, one-on-one, through screen sharing sessions and teleconferencing. This proven method combined with the customer knowledgebase will give you everything you need to update your website's content.

How do we request support?
Requesting Support Via Ticket System
Routine Support & Work Requests

Support requests and work requests can be submitted 24/7 via the ticket system. After submitting your request, you will receive a ticket confirmation via email. From now on you can easily track the progress of all support requests and work orders using your email address.

Urgent Support
& Quick Questions

You can also contact us during regular business hours us via Skype, Social Media, iMessenger, WhatsApp or Phone so we can provide immediate support for urgent matters or answer quick questions as they arise.

When can I get training and support?

Support is available:


  Europe (GMT +1 • Amsterdam)
  Mon - Fri
  8 am to 6 pm

  United States (GMT -5 • New York)
  Mon - Fri
  8 am to 6 pm

To accommodate your schedule, training can be scheduled outside of these hours on request.
What if we make a mistake when we are updating the website?

No worries, there is nothing you can break that we can not fix. Backups are done 3 times a day and if you ever need a backup restored, it only takes a few minutes and there is no charge.


Data Security & Technique

data security
Can I use my current web hosting provider?

No, we require the Air Force websites we build and maintain to be hosted with our own Your Force Servers. We need the highest standards with the best people that deeply understand what we are doing and complete control of the configurations and settings needed for the optimum performance of your website and redundant backup systems in place.

Unlike commercial websites, Air Force websites are governed by an additional set of rules. The servers that house our websites have the added security measures of ISO Data Center Certification and Next generation DDOS protection to ensure your information meets Air Force Privacy Act and DISA regulations.

What is inlcuded with the Web Care Package?

The hosting package includes: 1 to 3 GB Disk Space (depending on package) + Litespeed with SSD, SSL included, automated Daily Back-Ups (3 times daily, maintained off-site for up to 30 days), free restorations, custom configured for your CMS, a variety of licenses and free CMS/extension updates, patches and debugging.

Why are immediate to the server and CMS updates important?

Immediate updates ensure the security and integrity of your website and are imperative in defending against hacking, malware and computer viruses. CMS and extension updates cover security gaps commonly used to compromise websites. Without frequent, ongoing and immediate updates your website's data and visitors to your website are vulnerable to a variety of risks. The majority of hacked websites could have avoided this hardship had they simply stayed current with updates and security patches.

Why is a Dedicated Server better than shared hosting?

Shared hosting is just what it sounds like. You are sharing the resources of a server with a wide range of other websites, with no guarantees of who your neighbors are. On a Dedicated Server, you won’t suffer performance issues, security breaches and configuration restrictions that are often associated with shared hosting environments. Additionally, your server is custom configured and optimized for your website, not generically set up to manage the basic needs of hundreds of customers. Your website/software is set up to work in perfect harmony with the server which ensures flawless operation, faster performance, and greater reliability.

What are the benefits to having SSL on a website?

Secure Socket Layers (SSL) is what websites and browsers use to ensure the information passed between them is kept secure and encrypted, serving as an anti-hacking shield.

Adding SSL to your website is of great benefit to your overall ranking with popular search engines like Google. Anyone who visits your website will know you take your security seriously. With SSL your website address will begin with https://.

Having the trust of your customers is an essential element of all internet business and commerce, SSL is one of the cornerstones of developing and maintaining that trust. Having SSL will also increase your ranking with search engines.

Are you aware about prohibition on using for Certain Telecommunications and Video Surveillance Services or Equipment ?

Yes, we are aware ... Although not all Chinese Companies are prohibited sources we can state:

Your Force Support does not intend to use the brands listed in the following clauses:



Should there be more regulations or changes on this we urge you or your resources to inform us as soon as possible.

 

How do I know my data is safe?

We take data security and privacy very seriously. Our systems are hosted by ISO certified data centers protected by 24-hour surveillance and DDOS Protection. Backups are done 3 times a day and kept for 30 days.

What is the advantage to having a Complete Care Package?

The CMS of a website is similar to the operating system of a computer, requiring regular updates and patches for optimum security and performance. Over time the CMS will become obsolete and require migration to an entirely new version, in a similar way that a computer operating system would be upgraded from Windows 7 to Windows 8.

Migrations require the professional expertise of a web developer to successfully transition a website to a new CMS and debug. A new template and design adjustments, requiring a web designer, is often a part of the migration process. This costly, labor-intensive process can be avoided by adding our Complete Care Packages and provide a monthly time allowance of professional webmaster services.

Learn more


Payment & Packages

General Questions
Do I need to sign a contract?

No, a contract is not required. If you want to cancel any portion of the services, all that’s required is 60 days notice prior to your annual renewal date.

What payment methods do you accept?

All major credit cards including Mastercard, VISA, Discover, American Express and PCard. We also accept payments via PayPal and bank transfer. Additional payment options are available on request.

Can I use a PCard to purchase Your Force Support products and services?
USAF PCard

Yes, the products are eligible for PCard use as outlined in AFI 34-275 (23 Jun 2011).

When the package you select falls within the single purchase and monthly purchase limits the PCard can be used and is the preferred method of payment. PCard purchase limits vary across bases and theaters but typically range between $2500 and $5000 for the majority of FSS Programs. The total of your purchase may include multiple items; however, the total amount cannot exceed the single purchase limit. Splitting the purchases in order to stay under the single purchase limit is considered an unauthorized split payment.

In cases where your package exceeds the single purchase limit of the PCard, a PO (Purchase Order) will be required from your local NAF Contracting Office. In most cases, this branch handles purchases under $25000 that do not require SAM oversight. We are familiar with this process and can provide the documentation typically required to support the PO request. Please note that if this payment method is used, the competed approved PO will be required prior to the project getting underway.

If you have additional questions about PCard and Contracting/Procurement rules and regulations, please visit the NAFAFPO Website or consult with your local contracting officer.

 

PCard AFI 34-275NAFAFPO Website

What payment terms do you offer?

Before the website or requested work will start an invoice will be provided. Payment is due upon invoice. In exceptional cases, Net 30 Terms are permitted when an approved PO is provided in advance.

What's included in a website package?

Your website will be built using a lightweight, SEO ready framework with responsive design that performs perfectly on all devices, social media integration, site search, and built-in analytics. You will also have a gallery and event calendar that can be customized and modularized throughout the website. This package also includes CMS training on how to update your website content.

Additional services, functionality, and components can be added to this package based on the size and needs of your squadron. Click here to see a full list of features, packages or request a custom quote.

Ok, I'm sold. This is what I need!

I want to get started on my new Force Support website today!


  • Cra'Shae
    Joint Base Andrews FSS


    Great System

    Bas is great to work with! Our Marketing team loves the ease of 123 Ticket sytem and it has been a great help in tracking productivity

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  • Shelly Chapman
    Dyess FSS Marketing


    Changed the way my office ran dramatically!

    I can tell you that this change at Dyess AFB has made a huge difference in my work ... and my life! We changed to the Marketing ...

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  • Melissa Higgins Trezise
    Fairchild AFB


    Fairchild AFB Has Found an Excellent Partner in 'Your Force Support'!

    I want to recommend Bas Cuppen, and his exceptional team, to all FSS Marketing Departments! ...

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  • Christie Harper
    Davis-Monthan AFB


    This system is the one you need!

    Here at the Davis-Monthan AFB, we've been working with Bas and his ticketing system for over a year now and it's been ...

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    RAF Lakenheath


    Love this system!

    We have been using this system here at RAF Lakenheath for almost three years and it makes life so much easier and cleaner. ...

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  • Steve Doke
    RAF Mildenhall


    Awesome software, can't recommend it enough.

    Here at RAF Mildenhall we have used the Ticket System for a few years now and it has always worked flawlessly.

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  • Tierra
    Osan Air Base


    Bas is there for all your customer needs

    Bas is extremely customer focused! I spent hours with him customizing the ticketing system for our shop to fit ...

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  • Liz
    RAF Mildenhall


    Bas is very helpful!

    Bas is very helpful, teaches as we go and is very knowledgeable is his field. So happy we get to work with him ...

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  • Megan
    Tyndall FSS


    Our new favorite system!

    Having Bas create our ticket system for Tyndall FSS was the best investment we could have made for our office ...

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    Aviano FSS - Marketing


    Excellent products. Exceptional customer service!

    Not only does Your Force Support deliver a high-quality, user-friendly digital product ...

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  • Kianna
    100 FSS


    This ticketing system is fantastic!

    This ticketing system is fantastic! Bas is incredibly helpful and got us up and running in just a few days ...

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    48 FSS


    Extremely affordable with fantastic customer service!

    In my year with this department I have had to go back and forth with Bas on a number of operator error issues ...

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  • Ana Knoles
    Davis Monthan AFB


    The preferred Ticket System solution for organizations, we love it!

    I've been working with the 123 Ticketsystem since early 2017. Before using this system, our "system" was ...

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  • Gail White
    Maxwell AFB


    Every Marketing Department Needs This!!

    When I first began working with Marketing tickets, it was all PDF files and Wordpress forms that refused to go through to military ...

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  • Krysta Cunha
    355 FSS


    I LOVE BAS!

    He works on your website like it is his own. Very helpful and FULL of knowledge. Davis-Monthan thanks you! ...

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  • Tara C
    Spangdahlem Air Base


    THE ONLY WAY TO DO BUSINESS

    I can not imagine how anyone keeps track of their department's work without this ticketing system. It's effective ...

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  • CGPA Germany
    Ramstein


    Highly recommeded - you will wonder how you ever did without it!

    I have worked for over 5 years with this system, and I cannot imagine how we did it without. It's flexible, tailorable to your ...

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  • Sarah
    Ramstein FSS


    We use this here at the US Air Force

    We use this here at the US Air Force. It is incredible! This is my second Marketing Department and the first I have used a ...

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  • Rae Lovell
    48 FSS


    Excellent Service and Prompt Solutions

    We have always had each question answered quickly and request solved at any time of the day. We have only had excellent service and ...

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  • Frank Tames


    123 Ticketsystem makes support easier and fun

    So far four of our branches are using this ticket system and all are very happy with how easy and intuitive it ...

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  • Kelly


    Get Rid of the Paperwork!

    Our office had been using an antiquated marketing request system that involved emailing PDFs and printing off documents. It ...

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  • Sara Nguyen


    I love it

    I love it! Very user friendly, calendar entry system works wonderfully and I am a highly satisfied customer. Easy ...

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  • D. Radstake
    Ramstein FSS


    Impressive Support!

    Apart form the superb software - which has the flexibility to suit virtually any need you may have - we are impressed with ...

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  • Jody Mcmurry
    Ramstein FSS


    Increase your office efficiency!

    This ticket system brought order to our office. The ticket system also increased our efficiency in the office while reducing ...

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  • MewMew Purrrductions
    Aviano Air Base


    The 123Ticketsystem saved our office!

    I have implemented the 123Ticketsystem in 4 areas and was amazed at how much more efficient my team became. It helped ...

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  • Adrienne Wilkerson
    Moody AFB


    What a relief!

    What a relief!
    During the 7.5 years I have worked with Air Force Marketing I have searched for ways to make ...

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    Aviano Air Base


    The best thing you could do for your business!

    The ticket system has everything you need to manage your office requests seamlessly! This is one of the most professional ...

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  • Jane Wright


    Thanks again..

    Thanks again... I can't tell you enough how happy I am with your solution and great support. If anyone ...

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  • Joshua Bausch
    Eglin Air Force Base


    Did us so much good! ...

    This ticket system was a godsend for our office. The sheer volume of our workload, spread among our half-dozen staff members at ...

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    ITT Aviano


    Excellent product with great support

    Excellent product with great support. Our Ticket System is an invaluable part of our business and success ...

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  • Deanna Rojas
    Whiteman AFB


    A Must Have!

    We had this ticket system implemented in our Marketing office at Whiteman AFB and it was hands down the best decision ...

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    Ramstein AB


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  • Faa Siebers
    Maindes


    I know other businesses that sell …

    I know other businesses that sell ticketsystems, but I never thought a ticketsystem could be so easy to manage ...

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  • Josh Bailey
    Whiteman AFB


    The system is amazing

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  • Giselle Vasquez


    Improve productivity

    I was able to witness the benefit of using the 123 ticket system in a fast-pace work environment. The 123 ticket system helped ...

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  • La-Tisha Pirtle
    Ramstein Air Base


    Quality Product and support

    We used this ticketing system as part of our everyday work flow in an Air Force marketing department and it did wonders in ...

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  • Bret Helenius
    AdvantiPro


    Great Ticket System!

    I have used this ticket system for a number of years and it exceeded my needs and expectations. It is easy to use and the support ...

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  • Martijn Vriens
    Hollandshop24


    I spent over 5 weeks researching

    I spent over 5 weeks researching, testing and evaluating more than 18 ticket systems services, tools and products. I can ...

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