Web Hosting Designing Development Marketing Online Presence

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Service Agreement / Billing Policies

 

 

Web Hosting FAQs (Frequently Asked Questions): Online Presence

General Questions

 

Q. What type of domain hosting setup you offer?
Q. What if I don't have a domain name?
Q. Is there a cost to set up a hosting account?
Q. Is there a cost to upgrade a hosting domain?
Q. Do you limit bandwidth?
Q. Do you offer adult hosting?
Q. Can I offer multimedia downloads and streams available for  mass distribution?
Q  What are FrontPage Extensions? Do you support them? What version?
Q. Do you support FrontPage 2002 extensions?
Q. What do you charge for extra disk space?
Q. Do you charge extra for disk space required by mail and SQL databases?
Q. What are DNS servers? Why do we need them?
Q. What name and IP addresses shall I use to point my domain name to your servers?
Q. Can I use third party DNS servers to do my domain name translation?
Q. Do you offer support for Active Server Pages (ASP)?
Q. Do you offer support for Personal Home Page (PHP) language?
Q. Do you offer CGI/Perl support?
Q. Do you offer database and/or ODBC support?
Q. Do you offer MS SQL database?
Q. Do you offer mySQL database?
Q. Do you design web pages or provide online solutions?
Q. Can I securely accept credit card or other information through my web site?
Q. What are autoresponders and how many do I get?
Q. What about your technical support?
Q. What is a hosting account?
Q. What is a difference between a hosting account and a hosted domain?
Q. How do I sign up for a hosting account?
Q. How do I host a domain? Do I need a hosting account first?
Q. Do you support StoreFront2000?
Q. What type of ASP file upload component is supported?
Q. Do you support custom .dll's or .exe's?
Q. Do you support ASP FSO (FileSystemObject)?
Q. I am running Internet Explorer 6 or AOL 6 and cannot log-in to your site?
Q.  Which geographical area do you serve.  Can your sales person visit our office?

Domain Name Registration and Site Transfer Questions

Q. What extension domain names do you register?
Q. Do I own the domain name I register through you?
Q. Can I get a refund on the domain name I register, if I don't want it anymore?
Q. How long before would my domain name start functioning?
Q. How do I know if my domain name is still available?
Q. How do I transfer an existing domain to your severs?
Q. If I have you host my already existing site, when should I cancel service with my old host?
Q. Who is InterNIC?

Billing Questions

Q. How and when do I pay for the services that you offer?
Q. Can I use credit card to pay for the service(s) I receive?
Q. Can I get a refund, if I decide to cancel my service within 30 days?
Q. What if I dispute your billing statement?
Q. Is there a minimum contract that I must sign for web hosting?
General Questions:
Q. What type of domain hosting setup you offer? Top
A. Currently we offer hosting only on NT platform.  Since we offer our services mainly to small business and entities, we believe NT platform serves our customers better by being reliable and flexible (low cost of application development).  In future we will also be offering Unix hosting services.
Q. What if I don't have a domain name? Top
A. When you open a web hosting domain, we instantly provide you with a temporary sub-domain on our servers.  You can keep that temporary domain as long as you want and switch it to your own domain name when ever you like.  When you are ready to switch your domain, just have its name servers changed to the following.

NS1.SNOWROUTE.NET
63.126.69.7
NS2.SNOWROUTE.NET
63.126.67.135
Q. Is there a cost to set up a hosting account? Top
A.  First of all, to have a domain hosted on our systems you need to have a hosting account with us.  There is no cost to have a hosting account, however, you pay as you begin/continue to host domains.

Note: Once we provide with you a hosting account (loginID and password) you can setup domain all by yourself by logging to your account and activating domains.

Q. Is there a cost to upgrade a hosting domain? Top
A. No, there is absolutely no cost to upgrade a hosting domain to a higher or lower plan.
Q. Do you limit bandwidth? Top
A. No and Yes.  We do not limit bandwidth since we understand some sites needs brustablility.  We also do not limit data transfer as long as a site is not consuming extraordinary traffic.  We monitor websites that exceed 10 GB of monthly limit and if a site continues to exceed this limit then we suggest that the domain be moved to a dedicated server.  10 GB represent a generous amount of traffic and should be sufficient for most medium to high traffic websites.

 We expect our customers to be reasonable in utilizing our unlimited bandwidth/data transfer offering and monitor the website traffic to check for abuses.

Q. Do you offer adult hosting? Top
A. No.
Q. Can I offer multimedia downloads and streams available for mass distribution? Top
A.  We provide you with a facility to setup multimedia streams etc. for your own personal or business use.  We are not setup to handle mass distribution of such content.
Q. What are FrontPage Extensions? Do you support them? What Version? Top
A. FrontPage extensions are set of server components that make Microsoft FrontPage web authoring software interact with the web server in a particular way.  We support FrontPage 98/2000 web authoring by providing FrontPage server extensions on our servers.
Q. Do you support FrontPage 2002 or XP extensions? Top
A. Not at this point in time.  If you are using FrontPage 2002 or XP you can use it to publish your site on our servers.  Features new to FrontPage 2002 or XP will not work, every thing else should be fine.
Q. What do you charge for extra disk space? Top
A. We have hosting plans to offer plenty of disk space upto 250 MB.  if you use more disk space then your plan specifies, we simply upgrade you to our next hosting plan.  250 MB is sufficient for most demanding web applications, however for space above 250 MB, kindly contact our customer service for a custom quote.
Q. Do you charge extra for disk space required by mail and SQL databases? Top
A.  We do not charge you extra for mail or SQL server database space (note that there is a monthly charge to have a SQL server database).  Your mail server and SQL server database uses the spaced allocated to you by us depending upon the hosting plan you have purchased.  We will simply upgrade you to a next hosting plan if you run out of space.
Q. What are DNS servers? Why do we need them? Top
A. DNS stands for 'Domain Name Servers'.  DNS servers translate domain names such as 'yourname.com' into virtual directories (on our servers) which hold your web site(s). 
Q. What name and IP addresses shall I use to point my domain name to your servers? Top
A. The following name and IP addresses.

NS1.SNOWROUTE.NET
63.126.69.7
NS2.SNOWROUTE.NET
63.126.67.135
Q. Can I use third party DNS servers to do my domain name translation? Top
A.  Since we use shared IP addresses you need to use our DNS servers to do the domain name translation.  You can access our DNS servers for your domain via. our domain control panel.  You have full flexibility to modify A or MX records or set other attributes.  For a discussion on DNS servers please refer to our 'Knowledge Base' which is accessible from our Hosting Manager area.
Q. Do you offer support for Active Server Pages? Top
A.  Yes, we offer Active Server Pages support for all of our hosting plans.
Q. Do you offer support for Personal Home Page (PHP) language? Top
A.  Yes we do (version 4.0).
Q. Do you offer CGI/Perl support? Top
A. Yes, we offer support for Perl version 5.6 (.pl and .cgi).
Q. Do you offer database and/or ODBC support? Top
A. Yes we provide ODBC support for Microsoft Access Database.  We provide system level DSNs for database connectivity.  Specific number of DSNs are allowed under each plan.  For more information please view our hosting pricing plans.
Q. Do you offer MS SQL database? Top
A. Yes.
Q.  Do you offer mySQL database? Top
A.  No.  Database mySQL is more common in Linux (operating system) world.  We currently offer only windows NT hosting plans with SQL server database option.
Q. Do you design web pages or provide online solutions? Top
A. Yes we offer full range of web designing and presence services including turn key e-commerce applications.
Q. Can I securely accept credit card or other information through my web site? Top
A. Yes, but you would need  your own security certificate that we can install.  We do not charge a monthly fee associated with your security certificate, however there is a one time set-up fee involved.
Q. What are autoresponders and how many do I get? Top
A. Autoresponders are system generated e-mail messages that are generated depending upon conditions you specify.  For example, you can set autoresponders to send a confirmation e-mail when someone submits an inquiry or payment form on your website.
Q. What about your technical support? Top
A.  Technical staff at OnlinePresence.com is available to answer your questions at almost all the times.  We have found answering your questions through only emails, to be highly efficient.  We respond to most of your inquiries in less than 24 hours, though replying back within few hours is customary for us.  In case your site is down for more than 30 minutes and you need to speak with one of our technician, you may call us at 630-865-4311 or voice/fax at 312-896-9222.
Q.  What is a hosting account? Top
A.  A hosting account establishes your profile on our servers and gives you a userID and a password to logon and manage your websites.  Technically you can have a hosting account but not have a hosting domain.  A hosting account allows you to open new websites, manage your domains, resellers etc.
Q. What is a difference between a hosting account and a hosted domain? Top
A.  See above.  Hosted domain is your actual domain being translated on our servers.
Q. How do I sign up for a hosting account? Top
A.  It is very simple to sign up for a hosting account with us, just send us a request and include the following information.
Your e-mail address, First Name, Last Name, Company (optional), Address, City, State/Province, Zip Code, Country, Phone, Fax (optional).  Or you may fill-out our support request form and request that a hosting account be created for you.
Q. How do I host a domain? Do I need a hosting account first? Top
A.  To host a domain on our systems, you need to have a hosting account with us (see above).  Once you have a hosting account, you login using a userID provided by us and follow instructions.  For more information visit our tutorial section.
Q.  Do you support StoreFront2000? Top
A.  If you obtain Storefront 2000, our servers will support it. We have the J-mail component installed for use with it.  We do not support the UPS component which calculates shipping costs.  UPS is soon coming up with an alternative XML based service which would not require you to use this component.
Q. What type of ASP file upload component is supported? Top
A.  We use SAFileUP. SaveInVirtual is the option that is allowed.  For documentation on this ASP component, please visit: Software Artisans
Q. Do you support custom .dll's or .exe's ? Top
A.  Sorry we do not allow compiled components on our servers.   Custom DLLs or COMs could pose security risks to the servers. We have no way of knowing what that object could do to the system.  Even if that is not a hazard.. if those are compiled and not stable, those could crash the server and force a system reboot.
Q.  Do you support ASP FSO (FileSystemObject)? Top
A.  No ... FSO is not allowed since it could pose a security risk to the servers. It's one of the first items that SHOULD be removed from a virtual NT host according to all security manuals. This is not the case if a user is on a dedicated server by themselves.
Q.  I am running Internet Explorer 6 or AOL 6 and cannot log-in to your Control Panel? Top
These two browsers have added some new privacy features, which can make it difficult to log-in to the Control Panel.
You should be able to access your account with these steps. 
From your browser, go to: 
Tools --> Internet Options. 
Click on the Privacy settings Tab. 
Make sure that the slider is set for medium or low. 
Click OK. 
Q.  Which geographical area do you serve.  Can your sales person visit our office? Top
Our clients are distributed all over the world.  We serve customer as far as Internet can reach.  Since we are located in Bensenville Illinois, our sales staff generally travels to all areas within Chicago land and seldom to areas in Wisconsin and Indiana.  Our sales team is not restricted to specific geographical boundaries.  If a project or a job requires we visit any area within US and Canada.

At the current moment we server the following communities in Illinois.
Chicago, Bensenville, Elmhurst, Wood Dale, Addison, Bartlett, Bellwood, Berkeley, Bloomingdale, Broadview, Brookfield, Burr Ridge, Carol Stream, Clarendon Hills, Countryside, Darien, Elmwood Park, Franklin Park, Glen Ellyn, Glendale Heights, Hillside, Hinsdale, Hodgkin, Indian Head Park, Itasca, Lagrange, Lagrange Highlands, Lagrange Park, Leyden Township, Lombard,  Maywood, Mccook, Medinah, Melrose Park, Montgomery, Northlake, Oak Brook, Oak Brook Terrace, Oswego, Riverside, Roselle, Schiller Park, Stone Park, Warrenville, West Chicago, Westchester, Western Springs, Westmont, Wheaton, Willow Springs, Willow brook, Winfield, Woodridge, Yorkfield, Yorkville, Villa Park, Arlington Heights, Buffalo Grove, Des Planes, Elk Groove Village, Hoffman Estates, Inverness, Mt. Prospect, Niles, Palatine, Park Ridge, Prospect Heights, Rolling Meadows, Rosemont, Schaumburg, Wheeling, Naperville, Lisle, Aurora, River Grove, Arlington Heights, Norridge, Lagrange, Downers Groove and the surrounding neighborhoods.

Domain Name Registration and Site Transfer Questions:
Q. What extension domain names do you register? Top
A. We only register top level domain names ending with .com, .net or .org extensions.
Q. Do I own the domain name I register through you? Top
A. Yes, you own the domain name registered through our site.  We send you a confirmation email as well as an official document specifying you as the owner of the domain name in question. 
Q. Can I get a refund on the domain name I register? If I don't want it any more? Top
A. No, once registered all domain registrations are final.  You can drop a domain name you don't want but it is not possible to get a refund on a registered domain name.
    In case you submit a request for registering a domain name and you wish to cancel that registration, kindly email our support team as soon as possible.  If we have not yet registered that domain we will refund your account completely or will not charge your account.
Q. How long before would my domain name start functioning? Top
A.  When you open a hosting account with you your website starts functioning right away.  But when you want your domain name to translate to your web site, it take about 48 hours before the translation actually begins to take place.
    This is because every DNS server around the world gets updated once every 24 hours and when you modify your domain name record to specify our DNS servers IP addresses,  we say it takes 48 hours before your domain name begin to point your new web site on our servers.
Q. How do I know if my domain name is still available? Top
A. To find out if the domain name you want (ending with .com, .net or .org extensions) is available, kindly go to our home page and use our domain name availability tool.  This tool in real time informs you if your domain name is available and offers you to register it.
Q. How do I transfer an existing domain to your severs? Top
A. The way you transfer your domain varies.  For example, if you have registered your domain name through us, you ask us to modify your domain name record.  All domain name record modifications are free of charge.  However, if you have registered your domain name through other registration authorities, such as NetworkSolutions or Register.com you would follow their procedures to affect such a change.
  The account set up message that you receive will include information on the nameservers you need to point your domain to. How you accomplish that depends on who manages your domain name registration. Most services provide a web-based control panel. Some names registered through Network Solutions require that a special email form be sent. If you are not sure, contact us and we can assist you. Regardless of who manages your domain name, the changes may take up to 72 hours to go into effect.
Q. If I have you host my already existing site, when should I cancel service with my old host? Top
A.  The change over or domain name transfer takes from 48-72 hours. Your decision on when to cancel your existing service really depends on if you can put up with some down time between the transfer.

When you open up a domain on our system, you'll be provided with an address that you can copy/upload your current files to. Most folks prefer to keep service with their existing provider until the transfer is completed ... giving them time to copy over any pages/files. This also allows for a seamless transfer.
Q. Who is InterNIC? Top
A.  InterNIC is an independent registration authority which is responsible for maintaining all domain names records that end with .com, .net and .org extensions.
Billing Questions:
Q. How and when do I pay for the services that you offer? Top
Q. You can pay by credit card or by mailing/faxing your check  To pay by credit card simply add items to our shopping card and proceed to checkout.  Click here to view the shopping cart.
   You can also mail or fax us your check.  To fax us a check, fill it out completely, sign it and fax it to 312-896-9222.  If you prefer you may mail us at our company address:

       P. O. Box 576
       Bensenville, IL 60106

Payments are due when you receive services.

Q. Can I use credit card to pay for service(s) I receive? Top
A.  Yes.  Please proceed to our shopping basket.
Q. Can I get a refund, if I decide to cancel my service within 30 days? Top
A.  Yes, but any or all setup charges are non-refundable.
Q. What if I dispute your billing statement? Top
A.  Contact us and we will try our best to resolve any issue.
Q. Is there a minimum contract that I must sign for web hosting? Top
A.  No. except when you sign up for our specific promotions.

Fax: (312) 896-9222   Customer Support / support@onlinepresence.com