eVirtualWebHost

affordable and reliable hosting

Technical Support
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eVirtualWebHost.com is reinventing customer satisfaction by making customer support our priority. With over seven years in ecommerce, we have developed extensive knowledge in support.

Our highly skilled team will configure, monitor and manage your hosting account 24/7 and be there when any problem may arise.

 

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Frequently Asked Questions

 

 

By signing up for hosting services with our company, you agree to our Acceptable Use Policy and Terms of Service.

FFMPEG hosting Enabled in our servers!
 

1. Is there a minimum time contract / commitment?
 
2. How soon will my account be set up and ready for use?
 
3. What is the DNS information?
 
4. Do I have access to update my site 24 hours a day?
 
5. Can you register and / or set up domain names for me?
 
6. Do you offer a money back guarantee?
 
7. How can you offer unmetered bandwidth?
 
8. Do you host Adult sites, warez sites or sites containing illegal material?
 
9. Is my site backed up and how often?
 
10.
How fast are your connections?
 
11. I just ordered a hosting plan, why haven't I received my info?
 
12. How long does it take to set up an account?
 
13. Can I host international domains?
 
14. Do you offer NT or UNIX plans?
 
15. How do I access my Cpanel control panel?
 
16. What are the nameservers for the current machine?
 
17. How do I FTP into my account?
 
18. Is there a manual I can reference to use Cpanel?
 
19. How long does it take for my DNS changes to update world wide?
 
20. Which folder do I load my web pages to?
 
21. What's the best way to move/transfer from another host?
 
22. What if I already bought a domain name and want to host with you?
 
23. How long have you been in business, for how long are you going to stay?
 
24. What is the difference between a Reseller and a Shared Account?
 
25. What is the difference between a Reseller and a Master Reseller Account?
 
26. As a Reseller Will you provide support to my clients if I don't know the answer?
 
27. What type of sites can I host?
 
28. What are your Server Specs?
 
29. What are the network specs?
 
30. How reliable is your service & support?
 
31. How long does it take to respond to a support ticket?
 
32. What happens if a ticket takes longer than 24 hours to resolve?
 
33. What is FFMPEG enabled?
 
34. I think your support is fantastic, how can I submit a testimonial?

 

Technical Support Questions

 

1. I changed my control panel password and now I can't get in?
 
2. How do I get my email?
 
3. I want to get started right away, but my domain name hasn't transferred?
 
4. What is the path to perl?
 
5. Where should I put CGI scripts for my domain?
 
6. I uploaded my files, but I don't see my page?
 
7. I've uploaded my site and still see "placeholder for ..."?
 
8. Where are my statistics?
 
9. What is the full path to my cgi-bin?
 
10. I keep getting errors when trying to publish with Frontpage?
 
11. Can I have CGI outside of the bin?
 
12. What version of Perl comes installed on your servers?
 
13. What version of PHP comes installed on your servers?
 
14. What version of MySQL comes installed on your servers?
 
15. What is the correct path to Perl?
 
16. What is the correct path to sendmail?
 
17. Why isn't my SSI working?
 
18. What is the path to my users files?
 
19. How do I use PHP5?
 
20. What is the path to curl?
 
21. What is the path to FFMPEG and FFMPEG-PHP?
 
22. What is the path to MPlayer, Mencoder & FlvTool2?
 
23. What is the path to Lame?

 

Account & Billing Issues

 

1. Can I upgrade my plan or features later?
 
2. How can I change my account or billing information?
 
3. What happens if I go over the bandwidth limit for my account?
 
4. What is the cost for additional features?
 
5. How do I cancel my Account?
 
6. If I prepay 1 year but cancel early can I get a refund?
 
7. What about billing and overdue policies?
 
8. Can I use an email address at the domain I signed up with?
 
9. How do I update my contact information?


General Account Questions
 
1.
Is there a minimum time contract/commitment? Not at all. You can pay monthly, quarterly, or yearly. You can also cancel at any time with 7 days notice.
 
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2.
How soon will my account be set up and ready for use? Account orders are placed instantly, and you should receive a welcome email within minutes of placing your order. Once your account has been created, you will be able to upload files, set up email accounts, etc. However, your site will not be visible to the internet until your DNS information has been changed with your domain name registrar and has propagated. DNS propagation typically takes 24-72 hours.
 
3.
What is the DNS information? You must set the proper DNS information on your domain in order for your site to propagate. The DNS information will be sent with your welcome email
 
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4.
Do I have access to update my site 24 hours a day? Absolutely. Whether you're a day person or a night owl, your site is always available for you to update.
 
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5.
Can you register a domain name for me? Absolutely! Send a support ticket and we will take care of it, or the fastest and simplest way is to register your domains here. If you don't have a domain name account set up, you can set one up easily
 
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6.
Do you offer a money back guarantee? Yes. If for any reason during the first 7 days as a Proaxxs customer you are not completely satisfied with any of our services, we will cancel your account and refund your money for that month's service. *There is no refund for domains you may register, as you own these.
 
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7.
How can you offer unmetered bandwidth? If you ordered a package with unmetered bandwidth, we do not place limits on your site's bandwidth (many hosts offer "unlimited" bandwidth but severely restrict the number of kbytes/second flowing out of your website). We work very hard to ensure that all of our customers bandwidth needs can be met, however we do have several important restrictions:
No warez (aka pirated/cracked software)
No file archives/download only sites
No SPAM
No illegal porn (adult sites are acceptable, if you ordered the add-on)*
No excessive resource usage*
*Please see our TOS/AUP for a complete list on unacceptable content.
We are proud of both the speed of our servers and the low prices we offer our customers. However to continue offering the low prices that we do, we cannot accommodate users offering the above types of files (why? like-it-or-not, the above types of sites are popular and quickly consume lots of bandwidth!). If you begin offering any of the above on your site we reserve the right to:
first, throttle your bandwidth and second, ask you to leave (and by "ask", we mean "require").
 
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8.
Do you host Adult sites, warez sites or sites containing illegal material? Legal adult content is only acceptable if you ordered the add-on or it came with your package. Please see our Acceptable Use Policy for policies regarding this. ABSOLUTELY NO WAREZ OR ILLEGAL MATERIAL.
 
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9.
Is my site backed up and how often? It is YOUR responsibility to do all back ups of your site. If, in the unfortunate event, something happens to your files, it is your responsibility to have a local copy of your files. We are NOT held liable in any way for any files, money, time, effort, etc... lost due to this unfortunate event. Furthermore, if your files are lost, we will attempt to restore them as a gesture of good faith, but make no promises whatsoever about whether the files will be brought back successfully or not. Again, back ups are the client's responsibility.
 
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10.
How fast are your connections? We've taken great strides to provide reliable access to you. Here is a Network Overview:

eVirtualWebHost Networks & DC's
To provide the best possible service to our customers, we deploy the majority of our servers in two world class data centers - Databank and SAVVIS; both located within Texas, USA. Each offers multiple connections to the internet with redundant systems in the event of any problems.
 
Multi-Homed Internet Platform  

● 2 Gbps Direct Fiber - Savvis AS3561
● 2 Gbps Direct Fiber - Level 3 AS3356
● 2 Gbps Direct Fiber - Sprint AS1239
● 2 Gbps Direct Fiber - Time Warner AS4323
● 2 Gbps Direct Fiber - Broadwing AS6852

Power Features                      
● Redundant AC and DC power infrastructure
● Redundant backup battery systems
● Redundant diesel-powered generators
● Multi-grid utility service
Fire Detection, Suppression System & 24/7 on-site security / CCTV surveillance,  Locking cabinets and cages - Multi-zone double inter-lock pre-action sprinklers


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11. I just ordered a hosting plan, why haven't I received my info? All hosting plans are usually setup with minutes of ordering, unless you also registered a domain name with your hosting. Please check your SPAM/BULK folder, and make sure you submitted a valid email address.

If you placed an order for hosting AND domain registration, we will setup your account after we have received payment and we and/or our payment partner(s) have screened the order(s) incase of fraud. This process usually takes a couple hours, but could take up to 24 hours. This is for your protection, as well as ours, as once a domain name is ordered and paid for, it in non-refundable.
 
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12.
How long does it take to set up an account? Orders can be set up in less than 10 minutes but not greater than 24 hours.
 
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13. Can I host international domains? Yes, we currently have clients that use .ca, .il, .tc, .nu, .ve, ru and many other international domain names.
 
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14. Do you offer NT or UNIX plans? We offer UNIX web hosting accounts. We do not handle Windows on any machines due to its overall instability and obsessive cost for licensing.
 
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15. How do I access my Cpanel control panel? You can login to your cPanel control panel at http://yoursite.com/cpanel where "yoursite" is your own domain name.
 
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16. What are the nameservers for the current machine? DNS info will be sent to you in our welcome email.
 
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17. How do I FTP into my account? First you must obtain an FTP program such as Cute FTP or WS_FTP. Once you have an FTP program, type in "yourdomain.com" as the host address. Supply your username and password in the according fields. Once logged in, you have complete access to your account.
 
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18. Is there a manual I can reference to use Cpanel? Yes, access it by clicking here  or you can access it within your control panel, at the bottom of the page
 
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19. How long does it take for my DNS changes to update world wide? Normally you can expect to see your web site DNS to change within 24 hours once you have made the modifications at your registrar. However, it's rare but, we have seen it take up to 7 days in some cases where registrars and ISPs are a little slower.
 
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20. Which folder do I load my web pages to? You should place all of your web documents in the public_html directory.
 
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21. What's the best way to move/transfer from another host? For Zero Downtime DO NOT CHANGE YOUR NAMESERVERS JUST YET NOR DELETE YOUR CURRENT WEB HOST! Establish a hosting account with us. You will then be able to access your new account via the server's hostname which you will get on your setup email. Start uploading your website files to your domain folder through FTP or any other site publishing software (FrontPage, Dreamweaver, HomeSite, etc.)
In your welcome email, you will get a temporary link to access your NEW web site before anything goes live. Verify that everything is working on your NEW site, using your temporary link (graphics, web pages, links, etc...)
Once verified, go to your registrar and change your "name servers" to those that are mentioned in your setup email.
Your site will be updated WORLDWIDE within 24-72 hours. Note: although you may be able to see your site is on your new server within possibly 12 hours, please allow a complete 72 hour cycle before you delete your old host.
 
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22.
What if I already bought a domain name and want to host with you? First step is you establish a web hosting account with us. Start by ordering any of our web hosting plans. After your payment is verified you will get your setup email, which will include your usernames / passwords that grant you access to the server via your assigned server hostname. Proceed to upload your files to the server via the server's hostname. MAKE SURE YOU PUT EVERYTHING IN YOUR DOMAIN FOLDER and MAKE SURE YOU RENAME YOUR HOMEPAGE "index.html" ALL LOWER CASE. Then use the temporary link provided in the email to view your site.
Once you have everything verified go to the place where you originally registered your domain (your registrar).
In your setup email(s) there will be a pair of DNS or Nameservers. Use those DNS to change them for your domain. If you don't have a domain control panel (that is where you usually can do these changes) please email your registrar or call them and tell them to change your name servers to those provided to you in your setup email from us.
After the DNS changes have been made your domain will now begin to point to your new server. This will take 24-72 hours to resolve. If after 48 hours you can not access your domain via www.yourdomain.com please do a whois on your domain to make sure your name servers show up as those provided in your setup email. If they do not call your registrar right away to get it corrected!
 
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23.
  How long have you been in business, for how long are you going to stay?
We have been doing business on the internet since 1997 and have been in the hosting business since 1999. Although no one can predict how long a company will stay in business, we don't plan on going anywhere, anytime soon.

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24. 
What is the difference between a Reseller and a Shared Account? A shared account provides web space for your domain(s) to host your websites. With a reseller account, you can create shared accounts for your friends, family, or clients, and they will have their own control panel, as you would have with your own shared account.

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25.
   What is the difference between a Reseller and a Master Reseller Account? A Normal Reseller account gives you the ability to create/resell Cpanel Hosting for your clients. With a Master reseller account, you can create shared accounts for your friends, family, or clients and also have Resellers of your own!

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26.
  As a Reseller Will you provide support to my clients if I don't know the answer? Although we will not provide support directly to your clients, whatever questions you cannot answer for your clients directly, you can ask our support staff, then just copy and paste the response and email to your client! As for FFMPEG hosting, you have to have basic knowledge to support your clients. Although we do support FFMPEG modules, we do not support FFMPEG software or scripts.

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27. 
What type of sites can I host? We host just about any personal or business site. Sites We do NOT allow are irc sites, hate, warez, illegal content, software trading, download libraries, chat room programs, or spam related sites/programs and sites containing banned materials. Sites hosting this type of material are subject to immediate termination without refund. LEGAL Adult sites are allowed, if your site came with adult content enabled*, or you added this feature on. A disclaimer page must be on any adult site, and only sites with LEGAL content are allowed. With FFMPEG* YOU CAN HOST YOUTUBE CLONE WEBSITES!   *optional upgrade available on some plans. You MUST have your site FFMPEG enabled or Adult enabled in order to use these feature. Any site attempting to bypass these options without having it enabled, may have their site suspended or terminated without notice.

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28.
  What are your Server Specs? Minimum of 2x Intel Xeon 5160 3.0Ghz Dual-Core, 4096MB RAM, CentOS (Linux) 4.x...

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29.
What are the network specs? The network architecture utilizes Foundry and Cisco carrier class routing and switching equipment to provide a Highly Redundant and Highly Available Multi-Homed Internet Aggregation Hub. Foundry RX16 and Cisco 6500 series switches and routers in the network to provide up to 3.84 Tbps of switching and routing capacity. This coupled with multiple Gigabit trunks from multiple Internet service providers Level 3 - Savvis - Sprint - Time Warner - Broadwing. We deploy the majority of our servers in two world class data centers - Databank and SAVVIS; both located within Texas, USA.

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39
  How reliable is your service & support? OUR SERVERS WILL NEVER BE OVERSOLD! We have proven to be very reliable.  All support questions & issues are dealt with in a prompt professional manner.

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31.
   How long does it take to respond to a support ticket? Most tickets are responded to in less than 2 hour, and completely resolved in less than 6 hours. However, the truth of the matter is, this question does not have a simple answer. A resolution to a ticket all depends mostly on the complexity and urgency of it. You will see some tickets resolved within minutes, and others within hours. Nevertheless, we only offer and guarantee that a response will be received within 6 hours, and a resolution will be received within 24 hours.

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32.
   What happens if a ticket takes longer than 24 hours to resolve? Tickets rarely take longer than 24 hours, however in certain cases, if you report a problem that is erratic or requires more time to debug it's possible it could take longer to resolve. For example, if you report a problem that occasionally happens, or cannot be replicated, naturally this may take time to diagnose and fix.

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33. 
What is FFMPEG enabled? FFMPEG Hosting is special hosting for online video sharing web sites. FFMPEG convert video to flv format or any video format. NOTE: Although we support FFMPEG modules, we do not offer support for FFMPEG. You must have your site FFMPEG enabled to use this feature.

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34.
  I think your support is fantastic, how can I submit a testimonial? We would love to hear from you regarding our service! Simply open a support ticket and send a message to the sales department. Even if you have a suggestion or a complaint, we would like to hear from you.

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Technical Support Questions
 
1.
I changed my control panel password and now I can't get in.
Passwords are case sensitive. If you entered a password correctly and still can not login, please contact support and we will reset your password. Please be advised, that your reset password can only be sent to the email address you gave on file for you.
 
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2.
How do I get my email? Login to your cPanel, go to Email, under current accounts, select the email account you wish to configure and click Configure Mail Client.  NOTE: Some ISP's requires you to use outgoing mail server authentication. Please check with your provider. (i.e. SBC, AT&T, etc.)
 
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3.
I want to get started right away, but my domain name hasn't transferred/isn't in the database yet. How do I do it? After your domain is fully propagated through the system, you can upload to yourdomain.com via FTP, file manager in cPanel, or FrontPage Extensions.
 
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4
. What is the path to perl? /usr/bin/perl
 
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5
. Where should I put CGI scripts for my domain? All CGI scripts should be uploaded to the cgi-bin folder, for your domain. Be sure to follow the instructions for the script you are uploading regarding setting permissions on the files and folders you create, as they vary from script to script
 
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6.
I uploaded my files, but I don't see my page? If our default "Under Construction", index.html page, has not been replaced by another index page, then anyone going to yourdomainname.com will still see that page instead of some other home page. This is the order in which the web server looks for a page to put up as the "home" page: >DirectoryIndex: index.html, index.shtml Just delete the index.html file and anything after it in this list will then come up automatically.
Notice that "home.shtml" is NOT on the list and so will not show up as your home page. You would need to rename it.
 
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7. I've uploaded my site and still see "placeholder for ..."? You are still seeing the default index.html page set up when you ordered your hosting plan through us. Make sure to delete that old index.html page, then your site should resolve correctly.
 
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8.
Where are my statistics? Click the report button after logging into Cpanel and hit the Webalizer option. This will open a new window to Webalizer with all your statistics for that domain.
 
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9.
What is the full path to my cgi-bin? /<your home Directory>/username/public_html/cgi-bin. NOTE: <your home directory> would be the home directory shown in cPanel. e.g. /home, /home2, etc. - /home, /home2 is in relation to which drive your account is set on.
 
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10
. I keep getting errors when trying to publish with Frontpage? The most common problem is not using the full url when uploading your site. Make sure you use the entire http://www.domain.com in the address you are attempting to publish to. It is our advise, that if you use Frontpage to design your site, you should use FTP to upload, and don't worry about frontpage extentions.
 
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11.
Can I have CGI outside of the bin? Yes, CGI will function in the public_html folder.
 
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12.
What version of Perl comes installed on your servers? To get the most current version, logon to your cpanel, go to Software / Services and click Perl Modules.
 
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13.
What version of PHP comes installed on your servers? To get the most current version, logon to your cpanel, logon to your cpanel to view PHP version.
 
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14.
What version of MySQL comes installed on your servers? To get the most current version, logon to your cpanel,, logon to your cpanel to view MySQL version.
 
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15.
What is the correct path to Perl? /usr/bin/perl
 
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16.
What is the correct path to sendmail? /usr/sbin/sendmail
 
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17.
Why isn't my SSI working? In order for SSI to be executed, you must rename all of your web pages to .shtml rather than .htm or .html. This solves the majority of SSI errors.
 
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18. 
What is the path to my users files? /<your home Directory>/username/public_html. NOTE: <your home directory> would be the home directory shown in cPanel. e.g. /home, /home2, etc. - /home, /home2 is in relation to which drive your account is set on.
 
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19
How do I use PHP5?  In order to run in php5, you can either rename your  files to .php5 extension or add a .htaccess file in your  folder with the line: AddType application/x-httpd-php5
.php5 .php
 
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20
What is the path to curl?  /usr/bin/curl
 
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21
What is the path to FFMPEG and FFMPEG-PHP? /usr/local/bin/ffmpeg
 
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22. 
What is the path to MPlayer, Mencoder & FlvTool2? The paths are /usr/local/bin/mplayer ,
/usr/local/bin/mencoder and /usr/bin/flvtool2
 
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23.
  What is the path to Lame? /usr/local/bin/lame
 
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Account & Billing Issues
 
1.
Can I upgrade my plan or features later? You can purchase new or expanded features, or upgrade to a new plan at any time. There are no set up fees for upgrading. To upgrade your account, please send a request in through the members area..
 
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2.
How can I change my account or billing information? If you need to update your account or billing information please contact us through the member area..
 
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3.
What happens if I go over the bandwidth limit for my account? If you are going to exceed the bandwidth limit for your account we suggest you contact us to upgrade to another plan, or you can purchase additional bandwidth at a rate of $5 per 3 gigabytes per month.
 
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4.
What is the cost for additional features? You can add additional features to the plan that you signed up for. Below are the rates for some commonly added features. Disk space - $5 per 100MB per month. POP 3 email address - $5 per 10 address's per month. If you need multiple addresses added please contact us for bulk rates. Bandwidth - $5 per 3 gigabytes per month. It may be more cost effective to upgrade to another plan.
 
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5.
How do I cancel my Account? You can cancel your account at any time by sending a cancellation notice through the members area. There are no cancellation fees, 7 day notice is required. Any fees paid to that point are non-refundable, unless cancellation is made within 7 days of opening the account. Please see our Terms Of Service for further information.
 
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5.
If I prepay 1 year but cancel early can I get a refund? Yes! If you prepay 1 year to save money, but for some reason need to cancel your service early, then your contract will revert to a month-to-month contract and we will refund the difference between the 1 year prepay rate and the rate had you signed up for month to month service from the beginning. Any partial month will not be refundable.
 
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6.
What about billing and over due policies? We require all accounts to be paid on time and we can automatically bill you. Your account is considered late on the anniversary date it was first billed. If payment is not made, we will suspend the account unless arrangements are made for payment.
 
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7. Can I use an email address at the domain I signed up with? You should provide us with an email address which is not @ the domain(s) you are signing up under. We also need a current email address on file at all times. This is, in case we need to contact you. If your email address isn't up to date, and we try to contact you, your site could be disabled.
 
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8.
How do I update my contact information? Logon to your cpanel and click Update Contact Info. It is YOUR responsibility to ensure the email address on file is current or up to date at all times. You should also make sure your info is up to date in the members section.

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cPanel Screen shot - PNG file
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300 MB of Disk Space
3,000 MB of Bandwith
MS FrontPage
CGI, PHP, ASP, SSI, Pop3
Optional MySQL Database
NO SET UP FEE
 
500 MB of Disk Space
5,000 MB of Bandwith
MS FrontPage
CGI, PHP, ASP, SSI, Pop3
2 Optional MySQL Database
NO SET UP FEE
 
1.000 MB of Disk Space
1 GB of Bandwith
MS FrontPage
CGI, PHP, ASP, SSI, Pop3
4 Optional MySQL Database
NO SET UP FEE