frequently asked questions
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Pre-Sales Questions After-Sales Questions Account Questions |
Billing Questions CPanel Questions Miscellaneous Questions |
What is the server that my account will be on?
We currently have two servers available. One has all our current clients on, which is stable as it is and is called Onyx, whilst the other will be used for new client accounts, which is named Emerald. Onyx is an Intel PIV 2.4G CPU, currently with 512MB ram and 80GB drive, Emerald is a Dual Xeon 2.4G, 1GB ram, 73GB SCSI and 80GB IDE.
Is Ataraxy operated on a reseller account?
No, we have our own rented servers.
Will you discuss my options with me before hand?
Of course. Any plan can be elaborated as much as possible, presented in "lay mans" terms, explained and helped with. Present to us your situation, the money you have to spend and what you would like for it, and the best option (in our opinion) can be suggested to you. We can also setup a demo account for both resellers and shared hosting.
Are you willing to help me with my domain?
Any questions that arise will be answered to the best of our ability. Someone should be available to answer your queries, from issues such as CGI to CPanel, or even design questions - via the forum only, so that they can be answered by a client or when a member of staff has a free moment. We currently have 3 members of staff on hand who can be contacted via Instant Messengers, the forums or email.
Do you advertise on your hosting accounts?
No, you pay us for advertisement free space.
Why don't you give away free dedicated IP's with your Reseller plans?
We do have the ability to do this, but there really is no need for it unless you wish to set up your own profitable business. In this case, if it's really desired, there is the option to pay for one. We will monitor our reseller accounts for illegal use should nameservers be purchased, as a matter of security.
How long will it take for my account to be set up?
We aim to set up each account within a time frame of 24 hours after payment is received, nine times out of ten, if you pay by Credit Card or any other online method, you can expect account details within 12 hours. If payment is not received within 10 days, the order will be cancelled. This does not affect any future orders. Customers paying by cash, cheque or postal order will have their account created and granted access upon receipt of payment. If we are registering the domain name for you, your chosen domain name will only be purchased once the full payment is received.
Can you register my domain name for me?
Yes, we can. We can send you to our domain registering service where you can purchase the domain on your own credit card for 8.65USD / year, or we may register the name for you and you pay us for the domain. This is very handy if you are paying by Paypal, a debit card, or postal payment methods. Again, your domain will only be registered once payment is received for it. You will have full control of the domain name.
Do I get a free domain name included in the plans?
Unfortunately, not in all. If we did do, then the prices of hosting would have to rise. You are free to register a domain name with us, or to look elsewhere for other options. Yearly paid plans do receive a free domain name.
If you register a domain for me, is it mine?
Yes, it is. For speed, we do register most domain names under our details. This does not make it ours and you are free to ask for control of it at any time. Should we not forward your details on to you, you are at liberty to email us requesting your login for the domain at any time.
How do I change my hosting company?
Your domain name points to a certain hosting company by the Nameservers. You only have to switch these from your old company to Ataraxy's Nameservers and your domain will point to our company. Our Nameservers are provided in your welcome email and will currently be either ns1.ataraxy.net/ns2.ataraxy.net or ns3/ns4.ataraxy.net or ns1/ns2.emeraldserver.com. Log in to your account where you registered your domain name and make the alteration, usually by following the link to the "Modify Nameservers" or DNS option. Should you have a problem, we will be happy to help or you can contact your registrar for advice. The process of rerouting the domain name will take between 24-48 hours.
Do I have CGI access? Can I use Greymatter?
Yes, you have CGI access and can use Greymatter, Megabook, tagboard, just like every other domain. We may even be able to help you with the installation of any of these, simply leave a ticket at our helpdesk. We do offer free installations so in order to take advantage, you need to ask. Greymatter has been given some bad publicity due to a security flaw. Our servers are equipt to deal with this security flaw and therefore we have not banned it, but we do ask that you consider the more secure b2 for your diary script. Please note that although our servers are up to date against Greymatter flaws, problems occasionally occur which will result in suspension of your account.
How can I be sure that one years hosting payment will mean one years hosting?
Ataraxy WebHosting is a well regarded and legal company, and we wish to provide you the best service we can. A receipt of payment will always be sent to you. If paying electronically then Paypal or the debit card service will confirm your payment also.
What support do you offer?
We currently offer support via AIM, Yahoo, ICQ, email, the forums and a Helpdesk. Hopefully your query can be answered within a few hours but at most, it will be 24 hours before someone replies to your query.
I don't have access to a credit card. How else can I pay?
We have various options available to you. There are online methods like Paypal or Nochex (the latter is only available in UK), cheque, postal order, international money order and even cash if you are sensible. All payments must be in either GBP or USD if sent by cheque, postal order or international money order. If paying by cash, we are willing to accept foreign currencies such as Euros if it is discussed with us beforehand.
Can I send you cash in the post?
Yes. As long as it is disguised in a letter or card, sealed securely. If you are in the UK, please send it registered or recorded post, so that we sign for it on our side. Please note that any payment not received by us is not our responsibility. We urge you to send a money order if possible, but for your convenience do accept cash, and therefore any lost payment will be considered as payment not received. Payment must be in GBP or USD if sending to the UK (or foreign currencies discussed with us).
I sent you money and you didn't receive it. What now?
Ataraxy Hosting cannot be sure that you even did send your payment, and therefore will treat it as unpaying customer account. We do give you leniency for posting, quite generously so, usually lasting two weeks. Your account will be suspended from the date we agree payment to be received for. You will then be given one further week to pay. If the week produces no payment, your account will unfortunately be terminated. Remember, Ataraxy is loaning you our money to host your site.
I am located in America, will I be charged much for my payment conversion?
You will be now be able to send both cheques, cash and money orders in US dollars. The address will be sent to you after ordering.
What address do I send a cheque or postal order to?
The address will be sent to you after ordering, depending on your location. Our UK address is listed on the contact page.
Can I pay with Euros?
Yes, Euros are accepted but please do note that our prices listed are subject to change, according to the exchange rate. The primary currency of our site is GBP, so if you have any problems, we suggest you visit XE.com and convert our GBP prices to Euros for a true idea.
What is Nochex?
Nochex is a British version of Paypal. We use it to accept United Kingdom debit cards. The sign up process can be frustrating but at the moment it is the only way we can offer debit cards as a payment option. When you order an account from us, we will send you a request from Nochex and instructions are given on how to sign up. You create an account with them, and in the interest of your safety, they will deposit a small amount of money (eg, 7p) into your bank account. You return to their site and input the amount that they had deposited in your ban account - the reason for this is to eliminate fraud and verify that it is your card and your bank account. Once you have done this, you are free to send and receive money as you wish.
We must point out that Paypal now accept Switch and Solo cards which may interest our British clients.
My account has been activated and I have received your welcome email. What do I do now?
You are free to upload your files to the server. If your domain was registered with us, then your domain should be fully active within 24-48 hours. If you are transferring to us, then you will need to alter your Nameservers as provided in the email.
Why do you include my address in your welcome email?
This is so that we have a record of your address and email address. We keep a duplicate of all welcome emails. Payment details are the most important thing to notice. If you see an error, please contact us.
When I log in to the FTP, I see numerous files. What do they mean?
The only file to be concerned about is the public_html (or www) file. This is where you will upload all your files, where the public will be able to view them.
How do I invite others to share my space? Is this allowed?
Yes, it is allowed, providing that their activity on your account complies with our Terms of Service. To grant them access, you can either give them your FTP details, though we strongly discourage this. Alternatively, you can create them their own subdomain and FTP account.
What is CPanel?
It's where you control your domain, your very own Control Panel. In CPanel, you will create email addresses, subdomains, view your usage statistics and more.
How do I create a subdomain?
In Cpanel, you will find various different headings and options. Under 'Domain Management', click on Subdomains. Here you will enter the name of the subdomain you would like, and click create. The location of this subdomain will be http://subdomain.yourdomain.com - and also is available at http://www.yourdomain.com/subdomain.
How do I create a private FTP account?
Again, in CPanel, find "Account Management" under the FTP heading. It will ask you for a username and password. The password doesn't matter - you can have anything you like here. But the username MUST be the same name as what you titled your subdomain. The person you're inviting to share with you can now log in to your FTP using the username nad password you've allocated them - they won't see any of your files, only the space where they upload their files and a "cgi-bin". The username will need to be suffixed with "@yourdomain.com" so it will be username@yourdomain.com.
Can I upgrade my account?
If you find that your current plan isn't suiting you, maybe not enough space or too much money, then we will be happy to upgrade or downgrade your account at your request. Any payment excess paid can be refunded or should any extra payment be needed then we will contact you with the details. You can upgrade by opening a ticket at ataraxyclients.com.
I can't install some scripts. Can you help me?
We offer free script installations - please open a helpdesk ticket at ataraxyclients.com for more information on what we can install for you.
Can you help me with HTML or images?
Unfortunately the content of your site is not our responsibility. Whilst we are committed to making sure your hosting is in order and scripts are running correctly, the content of your site is down to you to create and maintain.
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ataraxy webhosting 2004