 SUPPORT CENTER
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 Getting Start Guide
Frequently Asked Questions
Where to upload your files
Understanding file system
Understanding the DNS system
Configuring FTP Clients
Using CGI programming
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:: Frequently Asked Questions (FAQ) ::
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Getting Started
What do I need to get started with HostPlans?
All you need is access to the Internet and the desire to build your own web site.
How do I sign up to start my service?
Click Here to sign up using our online secure order form.
How long will it take for my account to get setup?
If ordering by credit card most orders are usually setup within a few hours from the time the order is received. All server information will be sent to the email address provided in the order unless noted otherwise.
What do I need to build my own web site?
You have two options. You can hire a web designer to build your web site or you can build it yourself. If you are going to build your web site yourself then please Click Here for more information.
What are the steps to get started with my own web site?
Please Click Here for information that will show you everything you need to do to get started with your very own web site.
I just signed up what do I do now?
You will receive your new server information at the email address you provided in the order form as soon as your server is ready.
How do I know if I need E-commerce solutions?
If you are going to build your own online storefront to sell goods or services online then you are going to need E-commerce solutions. Each of our web hosting server plans include all the E-commerce features you will need.
Why should I choose HostPlans?
Our unsurpassed technical support.
Our screaming fast network.
The endless features offered with each of our packages.
Our no risk 30 day money-back guarantee!
Web Hosting
Does HostPlans offer virtual web hosting?
We offer true virtual servers, each account gets its own IP address.
What kind of servers do you offer? (NT or UNIX)
We use only Unix servers, no NT or Windows servers at all.
Does HostPlans offer dial-up access to the Internet?
No. We suggest using your Internet Service Provider that you used to get here as we do not offer such services.
Does HostPlans support Microsoft Access, ASP and SQL?
No. These are NT applications for an NT server. We only offer UNIX servers so we do not support these applications.
What do I need to be able to use HostPlans's services?
All you need is access to the Internet and the desire to build your own web site.
Does HostPlans offer web site design services?
Not directly but you can Email Us for recommendations of some excellent web designers.
Does HostPlans offer any database solutions?
We offer Mysql with a PHPmyadmin web based control panel.
Does HostPlans allow cronjobs?
Yes but for performance reasons all cronjobs must first be approved by our Technical Support Team (usually within 24 hours).
Does HostPlans support third level domains (somename.myname.com)?
Yes.
Does HostPlans accept International orders?
Yes. The best way to approach this is to use a Visa, MasterCard, Discover or American Express credit card.
How long will it take to setup my account?
If ordering by credit card most orders are usually setup within a few hours from the time the order is received. All server information will be sent to the email address provided in the order unless noted otherwise.
What is HostPlans's terms of service policy?
Please Click Here for our Terms Of Service ("TOS") policy.
Which service plans include E-commerce features & capabilities?
All our web hosting plans - Start, Bronze, Silver, Gold, Platinum and Platinum Plus plans - include E-commerce features!
Does HostPlans support MS FrontPage?
Yes we support MS FrontPage extensions.
Does HostPlans offer Telnet services?
We offer SSH which is a secure form of Telnet with our Bronze, Silver, Gold, Platinum or Platinum Plus web hosting server plans. If you need this service please tell us this in the comments section of the server order form at the time of ordering and we will set you up with a SSH account.
Does HostPlans allow "warez" web sites?
No. This is stated in our Terms of Service policy.
Will HostPlans host an adult web site?
Not at this time. This is also stated in our Terms of Service policy.
Technical
Do you offer 24/7 customer support?
Yes we offer true 24/7 technical support via email using our web based ticket system.
Do you offer toll free phone support?
We normally do not provide technical support via telephone except on special occurrences as it slows down our response time. By providing support via email we are able to file all communications between both parties with our ticket based support system to give you a more accurate and faster response. We can usually offer you a solution to any problem you may have in less time then you would be on hold if we offered 24/7 phone support (if you have been with other hosts who claim to offer this you know exactly what we mean).
How do I contact support for help?
Please Click Here to go to our Support section.
What kind of network connectivity do you have?
Our connectivity to the Internet consists of 1 OC192, 5 OC3's, and an OC48 Self-Heal Sonet Ring to bring you superior uptime and reliability. With our network connectivity and routing ability, we are able to distribute 95% of all traffic to its destination without going through multiple networks, which results in faster downloading speed for your customers. Our entire network is powered by the highest quality Cisco routers and switches along with fiber optic connection throughout the network.
Is your data center facility really underground?
Yes, completely. It is also backed by our UPS (uninterruptible power supply) and both natural gas and diesel generators for unlimited operation during any disaster!
Web Site Domains (Domain Names)
What is a domain name?
A domain name is a web address such as abc.com or xyz.com. These are also known as Top Level Domains (TLD). The domain name you chose will be the address that people use to visit your web site.
What is a sub domain name?
There are two formats for sub domain names. They are http://yourdomain.com/someone and http://someone.yourdomain.com.
What is a domain registrar?
Domain registrars are companies such as Network Solutions (Internic) that keep the records of who owns which domain names.
Will you register my domain name for me?
Yes. If you currently do not own a domain name such as yourname.com then we can register a domain name for you.
Will you transfer my domain name for me?
Yes. If you already own a domain name, then we have great news for you! If you purchase one of our service plans we will transfer your domain name to our servers (change the DNS information) absolutely free. There are no hidden fees. The only cost involved with domain name transfers is the actual price of the service plan you have chosen to buy. We will also handle all of the necessary paper work required on our part and help you throughout the entire transferring process. Depending on how you registered your domain name and who you purchased it from your time period may vary. In most cases we are able to transfer domain names to our servers within 24 - 48 hours.
Click Here for more information on what you need to do to have a completely smooth transferring experience without any interruption or downtime of your service.
Can I transfer the domain name myself?
Yes, if your domain registrar allows you to change the DNS settings. After you sign up for one of our web hosting plans contact our Technical Support Team for the name server information.
How much is a new domain name?
We charge $34.95 a year.
How long does it take to transfer my domain name?
This can vary depending on where you registered the domain name. We can normally transfer a domain name in 24 - 48 hours.
What is the difference between a transfer & registration?
If you already own a domain name we can transfer it to point to our servers. If you do not already own a domain name you will need to register (purchase) one.
How long will it take to register my domain name?
Once you fill out our domain name registration form we will register the domain name for you immediately. It will become active within 24 hours.
What is a parked domain name?
A parked domain name is a domain name that is parked and pointed to your main IP address or your main domain name. For example, if your web site domain name was FoodNFun.com you could also have the domain name FoodAndFun.com pointed to FoodNFun.com. You may use domain name parking for ranking better in the search engines, easier for customers to find your site and many other things.
We can register and park to your web hosting account as many domain names as you wish. Please contact our Sales Team for more information.
Do I need a domain name to have a web site?
Yes unless you want a sub domain name such as www.yourname.surf1.com (surf1.com is our standard domain name we use for our clients that do not wish to purchase a domain name).
What kind of extensions will you register and transfer?
.com, .net, .org or we can help you register or transfer any valid domain name extension.
Can I move my domain name to your services no matter who registered it?
Yes as long as you own the domain name we can transfer it to our servers.
If I register my domain name with you do I own it?
Absolutely! Some web hosts put themselves as the owner of the domain name in an attempt to force customers to stay with them. We feel this is a very unethical practice and we do not act in such a manner! We are only listed as the technical contact. You will be the Registrant (owner), billing and administrative contacts with all the rights and responsibilities of ownership.
How do I pay for my domain name?
If you are going to purchase it from us your account will be charged for your domain name with whichever method of payment you have selected.
What do I need to transfer my domain name?
When you purchase one of our hosting packages we will handle this for you and contact you to obtain any necessary information we may need.
Please be aware that some domain registrars contact the domain name owner via email (the email address you gave when you purchased the domain name) to confirm the transfer or move. This is done for your protection and is beyond our control. If your domain registrar does contact you for confirmation please carefully follow their instructions exactly to confirm the transfer or move and avoid delays.
Do I have to renew my domain name?
Yes. Domain names are registered (purchased) for a specific number of years (example: 2 years) after which they must be renewed or you will loose ownership and operation of the name. The name will expire on the anniversary date from when you registered it. For example, if you registered your domain name on May 1, 2002 for 2 years it will expire May 1, 2004.
If you registered your domain name with us when you signed up for your hosting plan (or if you asked us to move your domain name to our registrar) we will notify you via email 60 days before your domain name is to expire. The email will contain a link to a secure web page for you to enter your billing and renewal information. Please note: We do not mail domain name renewal notices! If you receive a domain name renewal notice in the mail it is from another service, not us!
If your domain name is registered with another domain registrar (you transferred your name to our services) we are unable to monitor domain expirations and there for you will need to contact the specific domain registrar to renew your name.
E-Commerce
What is E-commerce?
Simply put, E-commerce is the ability to sell goods or services via the world wide web.
What do I need to have an E-commerce web site?
With all our web hosting server plans we will install our shopping cart for you absolutely free and help you obtain a merchant account to be able to accept credit cards in real-time through your shopping cart. Other credit card options are also available.
What is a secure server (SSL)?
SSL stands for "Secure Socket Layer". This is a protocol that will secure any web page so all information submitted through that page is submitted securely. You can secure your order forms or your shopping cart with 128 bit encryption. A secure (SSL) directory using 128 bit Thawte certificate encryption is included free with all our web hosting server plans!
What kind of shopping cart does HostPlans offer?
HostPlans offers the Dansie Shopping Cart with all our web hosting server plans. Dansie is one of the most advanced and powerful shopping cart systems available yet easy to use and fully configurable for your business needs. You will receive your own shopping cart control panel ID and password, and full access to your own vars.dat and lang.dat configuration files. We preset certain system settings for you and they rest is yours to fully customize as you require.
Is there a user manual with examples for the provided shopping cart?
Yes. Click Here to visit the Dansie web site and download the latest user manual with examples and templates.
How do I obtain support for setting up the provided shopping cart?
If you think your shopping cart is not working properly with your web hosting server account please contact our Technical Support Team.
If you have a question or problem about a function or feature of the shopping cart please contact Dansie for support.
What is the shopping cart mall version?
HostPlans provides the mall version of the Dansie Shopping Cart with all our web hosting server plans. The mall version means there is one central copy of the shopping cart system kept in a secure location on our servers. All customers share the one version. There is no difference in features between the mall version and the individual user version. Each customer receives his/her own individual and secure shopping cart control panel with their own ID and password, and own set of vars.dat and lang.dat configuration files. As newer versions of the shopping cart system become available we will upgrade the shopping cart system automatically to ensure you have the latest version with the most recent features. This saves you the time, cost and effort of upgrades.
How many products can I sell with the provided shopping cart?
Unlimited.
How many orders can I accept with the provided shopping cart?
Unlimited.
What is a merchant account?
A merchant account is a relationship with a bank and gateway that will allow you to accept and charge credit card transactions.
How do I obtain a merchant account and how much is it?
Please Click Here for more information.
Can I use my current merchant account?
Yes, as long as they allow orders taken via the Internet.
Can I use my own SSL certificate?
Yes. There is a one time setup fee of $100 to set the certificate up on your account. You may use our 128 bit Thawte certificate for free!
Can I use my own shopping cart system?
Yes, you may install your own shopping cart system instead of using the shopping cart system we provide.
Does the shopping cart work with Pay Pal?
Yes.
Does the provided shopping cart work with the Echo payment gateway?
Yes! We are one of the only web hosting services that have a shopping cart connection that works with the Echo real-time payment gateway. If you need this service connection please contact our Technical Support Team to have this feature setup in your web hosting account. This is a free service!
Which web hosting service plans include E-commerce solutions?
E-commerce solutions are included with all our web hosting server plans.
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