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Within
these pages you should find everything you need to answer any questions
you may have about your domain. If, for some reason, you are not
able to find the answer to your question; we ask that you email Tech
Support and provide us with the necessary details to assist you.
All
support inquiries will be responded to within 24 hours. Please
note: As a general rule, we do not provide technical support for
third-party scripts and programs. It is your responsibility
to install and configure any programs you may decide to run on your
domain. We will try our best to answer your questions when they
arise; but for the most part you should plan to contact the creator of the
script for technical support.
It
is a violation of our policies to run chats and other such programs that
may consume more than 20% of the server's resources. A full copy of our
policies and procedures can be found here.
Once
you sign up for web hosting, you will receive a welcome e-mail pointing
you to this manual. If you browse through the various chapters you
should find all the details and explanations you will need to get your
domain up and running. We also have a special Webmaster
Resources guide to aid you in finding all the things you'll need
to make a great website!
Billing
Support
All
billing is handled in-house by our billing department. If you have any
questions regarding your account, please contact us at billing@mousebytes.com.
Account
Deactivations
There
are only 3 reasons we deactivate accounts. 1) Non-payment, 2) Spamming
violations, and 3) Non-compliance of our policies.
We must
ask all of our clients to understand that just as they must take measures
to protect their business, so must we. Our Policies and Guidelines were
developed to protect both our company and clients residing on our servers.
You
will receive a warning before your account becomes deactivated. If
you do not rectify the situation, your account will be deactivated and you
will face a $100.00 reactivation fee will be required to prepay your
account. If your account is deactivated three times, you will be
asked to locate to a different hosting service.
If your
account has been deactivated due to spamming violations, you will not have
the opportunity to reactivate your account on our servers. We have a
strict non-spamming contract with our backbone providers and such
deactivations are out of our control. All spamming violations are
deactivated without option of reactivation. This is a non-negotiable rule.
Please
back up your site on a regular basis. If your account is deactivated, we
will not restore it from back-up even with the provisions above satisfied.
It is up to you to keep a back-up of your site. If the server fails for any
reason, we will attempt to restore from back-up. See our Policy
page.
Down
Time
Once
you've established an internet connection through your PC, your dial-up
travels through several points before the actual login to our servers. If
there are any problems, within or at any of those points, it will prevent
you from logging into your account. This, obviously, is out of our
control.
However,
in the event that one of our servers does go down, we can assure you that
we will be aware of it before you are, and will be working diligently to
restore service. You are more than welcome to contact us, but don't be
overly anxious if we do not respond immediately - it only means that our
hands are full at the moment, correcting the problem.
It does
happen now and then, but we are fortunate to have a wonderful connection
through the Network Operations Center housing our servers, and can
realistically boast a better than 99% uptime average!
Down
Email
For
obvious reasons, if our servers are down or if you are experiencing
problems connecting to your account for other reasons not involved with
our servers, your email is not going to work either.
If you
can log into your account as well as visit it through your browser, then
something is wrong. However, before contacting Technical Support, be sure
to walk through the setup of your email client to ensure that you have the
correct settings.
Other
problems might be due to a recent change of your password. Changing
passwords for your email, and changing passwords for your Control Panel
and FTP client are done in separate areas, so if you've done one but not
the other, this may be your problem. Please refer to the Changing
Passwords section of our manual for instructions and details.
If you
have checked your settings and verified that it is not a password problem,
submit email support and we will
handle your request promptly.
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