FAQ

Presales FAQ

Questions concerning how to place an order, methods of payment, general information about our facilities, the hosting service, what is included with each order, security, site administration, installed software, policies on bandwidth and disk usage may be found here.

Billing FAQ

Questions concerning billing procedures, subscription times, cancellation, payment, upgrades, account suspension may be found here.

Technical FAQ

The Technical FAQ addresses most questions concerning the underlying technology used in powering your web sites. Frequently asked questions about uploading web pages, FTP, e-mail management, scripting, domain names, SSL, and MySQL may be found here.

Top 5

How do I setup additional Email accounts?
How do I change my Plesk Password?
How do I publish my web site?
How do I configure my Email?
How do I access my email on the Internet?

• How do I place an Order for any of your services?
• Which Methods of Payment do you Accept?
• Which Platform does Omnetix use to Host Web Sites?
• Which Platform is Right for Me? Unix or Windows?
• What type of hardware and network do you use to host web sites?
• What is Required from each Web Hosting Order?
• What is included with each Web Hosting Order?
• What about Security?
• How can I administer my Web Site?
• What is Installed on each Web Hosting Account?
• What is your Policy on Bandwidth Usage?
• What is your Policy on Disk Usage?
• Will you move my current web site to your Service?
• Will you move my current domain to your Service?
• Do you offer DSL service in my area?
• I have other questions that I could not find Here, what do I do?

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How do I place an Order for any of your services?

First you must decide which services are right for you. Our services are organized by category and can be reached by selecting the appropriate "menu" that appears on the top-left of the web page. To subscribe to a service, simply add the service to your shopping cart by clicking on the "Add to Cart" button. When you have completed shopping for services on our site, please click on the "View Cart" button located on the top menu (right side). When you are ready to check out and start the processing for your order, click on the "Check Out" button on your shopping cart.

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Which Methods of Payment do you Accept?

Currently we only accept MasterCard, Visa, American Express, and Discover credit cards. Your credit card is entered into our billing system and charged when your subscription renews.

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Which Platform does Omnetix use to Host Web Sites?

Currently all of our servers run the Linux Enterprise Operating System with our own customizations. We run a Red Hat Linux Enterprise 2.1 system with certain security customizations specifically made for hosting web sites and email.

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Which Platform is Right for Me? Unix or Windows?

This all depends on what you are trying to accomplish with your web site. With Unix/Linux systems you will be able to find readily available free software, scripts, and much more. You will also find that sites hosted in Unix/Linux systems are typically more reliable and stable than Windows based systems. The cost is also going to be lower because Linux operating systems are available for free. You do not have to run a Linux system on your personal computer to be able to host your web site on our Linux servers.

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What type of hardware and network do you use to host web sites?

For the servers hosting web sites we use custom built servers with SCSI RAID systems. Our network is entirely switched by Cisco. Specific information about our facilities may be found on our Web Hosting page.

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What is Required from each Web Hosting Order?

For any web hosting order, the only requirement is that you provide us with a domain name. You may use which ever service you like to purchase your domain name. When you sign up for web hosting we will provide you with the IP address of your server and the address of our domain name servers. You will need to update your domain registration to to use our name servers.

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What is included with each Web Hosting Order?

Every web hosting order includes a certain allotment of disk space, bandwidth, and Email accounts. All packages include the Plesk Control Panel so that you can administer every aspect of your hosting experience with us. Also included is our free data backup service for daily backups. Restoration services are free if there is a failure on our part causing loss of data files. Otherwise you may purchase a restoration from your last backup for a nominal fee.

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What about Security?

Every server comes with firewall software and port scan detectors. Our network staff constantly monitors traffic throughout our network and our servers. The software provided with your server is updated every time a new security vulnerability fix becomes available. Security is of the utmost importance to us and we always strive to maintain our customers secure from intrusions, defacements, and other types of attacks.

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How can I administer my Web Site?

Every web hosting package includes the easy to use Plesk Administration Control panel. With Plesk you will be able to administer your email accounts, FTP, secure certificates, protected directories and more. You will also be able to analyze traffic to your web site by using the built-in Webalizer package. More information about Plesk is available at Plesk's web site, and a live web demo is available at Plesk Online Demonstration. For specific questions concerning use of Plesk, please visit our Technical FAQ. Click here to view our new Flash tutorials on using different features of Plesk and administering your hosting account.

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What is Installed on each Web Hosting Account?

Each account comes with:

• Plesk Control Panel
• Apache Web Server
• MySQL
• ProFTP
• DNS Server
• PHP
• Perl
• CGI
• Apache::ASP
• Qmail
• Firewall Software
• PortSentry
• Miva Empresa
• Web Statistics

and any additional features listed with your hosting package.

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What is your Policy on Bandwidth Usage?

We never turn off our subscribers because of bandwidth overages. However for each overage incurred by your account we will charge an additional $5.00 for each 1GB overage. For example, if your bandwidth allotment is 10GB monthly, and in this month your bandwidth is measured at 12GB, you will be charged an additional $10.00 for your overage. The bandwidth resets when your subscription renews.

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What is your Policy on Disk Usage?

If you are over your limit on disk usage, you will not be able to "write" any new files into the system. Additional disk space may be purchased through "My Account" Upgrades. Disk Usage is measured as the total space allocated to your web site, log files, and email messages.

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Will you move my current web site to your Service?

Yes. We offer the FTP move service for $100.00 that will move all of your web site files from your current provider into one of our servers (up to 500MB). This includes your static content and scripts. We do not move or replicate database files. You may request that we move your databases however we will charge a fee of $65/hr to reproduce your database.

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Will you move my current domain to your Service?

No. You are responsible for contacting your domain name registrar and updating your domain name records to reflect the change of servers. We will supply you with the new IP address of your server and the name servers that will host your domain. You must contact your domain registrar to update this information. Please note that typically it takes 48 hours for the domain name change to propagate through the Internet.

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Do you offer DSL service in my area?

Not at this time. We are hard at work in planning our national DSL service. If you are a current subscriber of our service we will notify you when our DSL service goes online.

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I have other questions that I could not find Here, what do I do?

Please contact one of our sales consultants. They will be able to answer any questions you have about the services we offer. You may contact our sales staff by email at sales@omnetix.nospam.com. Just remove the "nospam" from the E-mail address.

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• When does my Subscription(s) Renew?
• Do you offer contracts for 6 months? 12 months?
• Do you offer refunds for cancelled accounts?
• I would like to use a different credit card to pay for my subscriptions, how can I do this?
• I would like to cancel one of my subscriptions, how can I do this?
• I would like to upgrade my service, how can I do this?
• What happens if my credit card is declined?
• I have other questions that I could not find Here, what do I do?

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When does my Subscription(s) Renew?

If your subscription is in a "monthly" basis, your subscription will renew on the anniversary date of your sign up.

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Do you offer contracts for 6 months? 12 months?

Yes. Please check our web site for our specials on yearly contracts.

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Do you offer refunds for cancelled accounts?

No. We do not offer refunds for early cancellations. Your subscription will remain active on our systems until your next renew date or until you request that we turn it off (whichever comes first), upon which your subscription will be deleted from our system and you will no longer be billed for that subscription.

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I would like to use a different credit card to pay for my subscriptions, how can I do this?

Login "My Account" and choose "My Profile". In this page you will be able to change your contact and billing information, including your credit card information. Changes become active immediately.

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I would like to cancel one of my subscriptions, how can I do this?

To cancel any of your subscriptions, first login "My Account". From the "My Services" page you will be able to cancel any of your current subscriptions. Please note that canceling your service will prevent your subscription from renewing, however your subscription will remain active until your renew date.

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I would like to upgrade my service, how can I do this?

You can add more disk space, email accounts, databases, and bandwidth by purchasing upgrades from the "Upgrades" menu in My Account. If you would like to move up your subscription to another package (for example, from Basic to E-Commerce) setup fees will be added to your upgrade order. If you are within the same group there is no setup fee. The system will prorate the difference in price and add to your current billing cycle.

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What happens if my credit card is declined?

Your subscription renews automatically and is charged to the credit card you have provided in "My Profile". If your credit card is declined, you will receive an automatic email from our billing system to alert you to this problem. From this time you will have 3 days in which to provide a credit card that may be processed. When the 3 days have expired, your account will be suspended until payment is received. A late fee of $25.00 will be charged to your account to reactivate any suspended subscriptions. If you fail to provide payment within 1 month from your account suspension date, all of your subscriptions will be cancelled.

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I have other questions that I could not find Here, what do I do?

Please contact one of our sales consultants. They will be able to answer any questions you have about the services we offer. You may contact our sales staff by email at sales@omnetix.nospam.com. Just remove "nospam" from the E-mail address.

Back to Billing FAQ.

• What operating system is used to host web sites?
• Why can't I send email?
• Is Scripting Supported?
• Which Database Software is Included with Web Hosting?
• Can I get a Shell Account?
• How do I access the Plesk Control Panel?
• How many FTP accounts can you offer for my domain?
• How do I upload my web pages, and where?
• I did not provide my email address while setting up my accounts? What do I do?
• I have other questions that I could not find Here, what do I do?

What operating system is used to host web sites?

We use Red Hat Enterprise Server 2.1 customized with certain security enhancements and file system access enhancements to improve the performance of the software when used in conjunction with a web hosting service.

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Why can't I send email?

In order to prevent SPAM, our email servers require outgoing authorization. If you are using Outlook Express or Outlook, when you configure your email account, check the box "my server requires authorization." under Outgoing Mail Server. If you are using any other type of email reader, please consult your software manual.

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Is Scripting Supported?

Yes. The web server supports PHP, CGI scripts, Perl, and Apache::ASP.

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Which Database Software is included with Web Hosting?

All Web Hosting accounts have access to My SQL through the Plesk control panel.

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Can I get a Shell Account?

No. For the protection of all of our customers all shell accounts are blocked. Typically opening up shell access through our firewall also sees an incredible increase in intrusion attempts of our customer's web sites. For this reason all shell accounts are blocked. However we are currently planning to launch another service geared towards the shell user who need to do their work on a server connected to a high speed network. Please check back with us later for this service.

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How do I access the Plesk Control Panel?

You can access the Plesk control panel through your own domain name once its been transferred by entering this link on your web browser: https://:8443. If you need immediate access to the Plesk control panel, instead of entering your domain name enter the IP address of your server that can be found on your server setup confirmation email.

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How many FTP accounts can you offer for my domain?

For your domain only one FTP account can be offered. However if your web hosting package allows you to create "web users", then each user would have their own FTP account and would be restricted to files under their own folders.

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How do I upload my web pages and where?

You will need to use a program for FTP. Using the FTP program you can connect to your server's IP address or your own domain. For your insecure (non-SSL) documents, place them in the "httpdocs" folder. For your documents that are hosted securely (requires SSL certificate), place the documents in the "httpsdocs" folder.

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I did not provide my email address while setting up my accounts? What do I do?

There is something you can do right now. First if you have a Web Hosting account, your Plesk Username & Password will be the same as your My Account Username & Password. Your FTP password will be the same as your My Account Password, but your FTP username will be your My Account Username followed by a digit. The digit is a number starting from 1 that indicates the setup order of your domain. For example, if this is your first domain setup with us, your FTP Username will be 1. If you need assistance with this please open up a technical support request through our online technical support system.

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I have other questions that I could not find Here, what do I do?

Please contact our technical support department through My Account. If you do not have subscriptions with us yet, please send an email with your question to support@omnetix.nospam.com. Just remove "nospam" from the E-mail address.

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• How do I setup additional Email accounts?
• How do I change my Plesk Password?
• How do I publish my web site?
• How do I configure my Email?
• How do I access my email on the Internet?

  How do I setup Additional Email Accounts?

  If you are setting up additional emails for your domain, first login Plesk, then click on the domain you want to add email accounts to. Then click on the Mail button. Fill out a new email "name" (this is the part of the email address that comes before the @ symbol). and click on Add. In the next screen, be sure to check the box "Mailbox" and enter a password for this email account on the password field. Click on Update at the very bottom.

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How do I change my Plesk Password?

Login to Plesk, then click on the Edit button, then fill out your new password and click on Update at the very bottom.

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How do I publish my web site?

You will need an FTP program to publish your web site, or a web site editor such as Front Page or DreamWeaver. To upload files to your server you can enter your domain name on the FTP address field. The username & password for your FTP account were provided to you on your domain confirmation email.

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How do I configure my Email?

If you are a web hosting user user your email must be configured to authenticate on the Outgoing mail server. if you are using Outlook or Outlook Express this is done by checking the box "my server requires authorization." under Outgoing Mail Server found in the "Server" tab. Once this is completed you should be able to send and receive email normally. If you have any problems configuring your email client please open up a technical request under My Account, we will be happy to help you configure your email reader.

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How do I Access my Email on the Internet?

All accounts in web hosting allows access to web mail. If you are a web hosting subscriber, to access web mail for your domain enter this address on your web browser: http://webmail..com where is the domain name you have setup for this subscription.

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