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In this Chapter:
How
To Get Help
ALL Technical Support Requests must be sent
to support@fastwebserver.com.
Please include the domain name, your username and a detailed
explanation in your email.
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Reseller
Support
As a reseller, you are required to support and
bill your clients while we support and bill you.
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Billing
Support
All billing is handled in house by our billing
department. If you have any questions regarding your statement,
please contact us at billing@fastwebserver.com
.
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Account
Deactivations
If your account has been deactivated, there
are 3 possible reasons why:
1) Non-payment,
2) Spamming violations, and
3) Non-compliance with our
policies and guidelines.
We ask all of our clients to understand that
we must take these measures to protect our business. We provide
hosting services for many individuals and companies, therefore
it is necessary for us to establish Policies and Guidelines
that will protect both our company as well as those residing
on our servers. If we were to alter our policies and guidelines
for every situation that arises over the course of a month,
it would be impossible for us to continue functioning as a
business.
If your account has been deactivated due to
a non-payment, please contact our billing department at billing@fastwebserver.com
If your account has been deactivated due to
non-compliance with our policies and guidelines, email us
at admin@fastwebserver.com
and we will review your account. We will more than likely
re-activate your account if you provide us with a Letter
of Promise that you will not further compromise our
policies and guidelines.
In EITHER case, we will not charge you a reactivation
fee for the first infraction. Subsequent infractions will
be accompanied by a reactivation fee of $50.00. However, after
the third occurrence, you will be asked to locate a different
hosting service.
If your account has been deactivated due to
spamming violations you will not be given
the opportunity to reactivate your account on our servers.
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Down
Servers
We have scripts that ping the servers every
couple of minutes to make sure that the box is accessible
from both within and outside of our network. If the server
cannot be pinged, the script will send an e-mail and page
our system engineers immediately. That way, we are always
informed about the performance of our server and network.
One of our tools monitors the Apache web server
on two minute intervals to ensure that it is up and serving
pages. Every two minutes, we send a test page to the http
daemon. If it does not respond, our script will reload the
daemon. Then two minutes later it will send a test page again.
If there is still no response, then the reload/test scenario
repeats itself. If this scenario repeats twice, a technician
is called to manually look into the situation. This script
ensures that our servers are properly serving pages 24/7.
If you cannot access your website, there are
a number of areas to look at. Once you've established an internet
connection through your PC, this connection travels through
several points before actually logging in to our servers.
If there are any problems within your PC or at any of those
points, it will prevent you from logging into your account.
Any problems that occur before connection to our servers are
obviously out of our control. To verify whether the problem
is within our server, use a TraceRoute utility. (In windows
type tracert at a command prompt to check the connection)
In the event that there is a problem on our
end, be assured that we are aware of it immediately and will
be working diligently to restore service. If you decide to
contact us please be sure to include a copy of your TraceRoute.
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Down
Email
If our servers are down or if you are experiencing
problems connecting to your account, your email accounts will
also stop working. In this case, the problem is either on
our servers, or on your end (your local PC, network, or ISP).
If you can login to your account and
visit it through a browser, but your email still does not
work, then there is a problem with your email specifically.
Before contacting Technical Support, be sure to walk through
the setup of your email client and ensure that you have the
correct settings. Be sure to check your incoming and outgoing
mail servers, login information, and port numbers to see if
they are valid. For more information on properly configuring
your email client software, consult Chapter
6.
Problems may also occur if you have recently
changed your account password. Changes to your passwords for
email, Control Panel, and FTP client are all handled in separate
locations. If you have changed one but not the others, this
may be the problem. Please refer to Chapter
8 - Changing Passwords for instructions and details.
If you have checked your settings and verified
that it is not a password problem, send an email to Technical
Support and we will handle your request promptly.
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Before
Contacting Technical Support
Please be sure to make use of all resources
available to you prior to contacting Technical Support. These
resources include this Linux Manual, online help files, and
other documentation available to you on our Support
Page.
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