| Question: | Is there a Getting Started help system that can help me with general questions about my account? |
| Answer: | Yes, when you access your Site Manager control panel there is a Help button at the top of the control panel. The Help accessed by that button describes all the features you can control through the Site Manager control panel. For information about how to access your control panel or the Getting Started Help, refer to your welcome letter or call Sitevue.net at (508) 282-3105 and speak to one of our friendly support representatives. |
| Question: | How is billing handled for hosting services? |
| Answer: | Your initial fee for hosting includes a one-time charge for setup of your Virtual Private Server (VPS) and the charge for the first billing period (month, year, or two years). For monthly and annual billing, your credit card will be automatically charged the agreed upon price for the selected billing cycle at the beginning of the cycle. After the first 30 days (during which we offer a money-back guarantee), we are not able to refund your fees for hosting. |
Question: | Explain your policies on hosting renewal, late payments, grace periods, and changing contract terms. |
| Answer: | Typically, monthly, annual, and biennial hosting terms are automatically charged to the credit card used to setup the account. We offer customers that demonstrate a need for invoicing services the ability to use those services for an additional $ 5.00 service fee per period. (For example, annual invoicing would generate a $5.00 annual fee for the service). We offer a short grace period of seven days from the time the site expires for the owner to renew. After that time, the site will be disabled and/or removed and Sitevue.net cannot be responsible for data lost due to cancellation of services. Our hosting packages allow flexible pricing options so you can choose to pay monthly, annually, or once every two years. If you sign up for a longer contract we offer a significant discount. It is possible to change your contract terms. Changes will use the current prevailing rates advertised on the site and may incur a new setup fee if changes are significant. Sitevue charges a $20.00 processing fee for all payments returned for insufficent funds or refused credit transactions or reversed credit transactions. From time to time, we will offer promotional rates for hosting or design/development packages. Check our site often for those offers. |
| Question: | How do I SSH/FTP into my VPS?
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| Answer: | 1. For IP address VPS's ssh or ftp to the domain name and log in with the username and password you selected at account creation time. 2. For for name-based VPS's, ssh or ftp to the domain name and use the username you seleceted at account creation time + domain name as your username. (i.e., username = test; domain = thisisatest.com your login username and password would be
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) your password is the password you selected at account creation time. |
Question: | What is your cancellation policy? |
| Answer: | To cancel service without being charged for the next billing cycle, customers who have purchased under a PayPal subscription using a credit card can control their own cancellation via their PayPal account. If you cancel your service, Sitevue.net will contact you by phone to ensure that you have cancelled the service intentionally. Alternatively, or if you are using our invoicing service, you must mail a cancellation request to: Sitevue.net
61 Rockmeadow Road Ext
Uxbridge, MA 01569. You must include your Account Domain Name and Account Password for the account for which you wish to cancel hosting. We cannot accept cancellation requests over the phone for security reasons. All cancellation requests must be received at least 48 hours before your hosting services are scheduled to expire. After the first 30 days, no refunds are offered for unused service, you will have access to your account after cancellation until your current period expires, at which time all data will be permanently removed from the site. |
Question: | How is billing handled for design services? |
| Answer: | Our design and development services are priced on a flat fee basis for basic design of a static informational site. Our seasoned design staff has years of experience creating web sites and can design dynamic E-commerce sites using PHP, perl, javascript, MySQL, and other cutting edge tools and applications. If you are looking for a more dynamic web experience we are happy to discuss it with you and create a detailed quote with pricing and schedules. Just let us know your needs. We will ask for a down payment on the design fee in order to begin work and defer a majority of the payment until you approve the work product we have created. However, the work product remains the property of Sitevue.net until such time as the agreed upon payments are received. Sitevue will host the product in a non-public area and provide you with access to that area for review and comment. Once you have approved the final product. Sitevue will move it to your VPS at sitevue or to some other host's servers that we are given access to. |
Question: | Does Sitevue.net have a control panel which I can use to manage my site? |
| Answer: | Yes, all customers (except those on the Shared Hosting option) at Sitevue.net have access to a comprehensive Site Manager control panel that gives full control over your site domains, email, applications and more. To access the control panel, refer to your welcome letter for instructions or call Sitevue.net at (508) 282-3105 and speak to one of our friendly support representatives.
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Question: | How can I change my account from name-based to IP based? |
| Answer: | You can contact us and we will add this on to your account. The charge for this is $1 per month with a setup fee of $5 that is charged at time of setup. If you have annual or biennial billing you will be charged the $1 for each month remaining until your next billing cycle. When your next billing cycle arrives you will be asked to sign up for another subscription that includes the enhanced services. |
Question: | Can I install software on my account to be used with my website? |
| Answer: |  Yes. All Sitevue.net customers (except those on the Shared Hosting option) have a Virtual Private Server (VPS), able to offer our clients "root-like" access to their servers. You essentially have complete control over all aspects of your Virtual Private Server, including the installation of software. Secondly, because we offer support for Perl, PHP, MySQL, JSP, and other programming languages, you have very few limitations when it comes to which programs, software and applications you can install. Sitevue.net is constantly adding new and exciting software applications that can be installed automatically through the Site Manager at anytime.
Shared hosting customers have access to CGI-BIN, Perl, and PHP to write dynamic code for their sites, but they cannot install other applications on the server. |
Question: | What is the difference between name-based and IP based hosting? |
| Answer: | Name-based hosting is when virtual hosting sites share a single IP address, with site traffic directed by the server examining 'host headers'. IP based hosting accounts come with a unique IP address that is not shared with anyone else. At any time, for an additional $1 per month, you can convert a name-based account to an IP based account.
Some of the features that require IP based hosting are:
1. Purchasing your own SSL certificate and using your own domain name for SSL (secure server pages).
2. Anonymous FTP (file sharing) for your visitors is not possible under name-based hosting.
3. Running scripts that require a unique IP.
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Question: | What is a Virtual Private Server(VPS)? |
| Answer: | A virtual private server (also referred to as virtual dedicated server or virtual server, and abbreviated VPS or VDS) is a server run through virtualization in tandem with other virtualized servers on one physical computer. The benefit of a VPS is that no one else is hosting their website on your server. All applications installed on that server are used only by you, and it makes your site more secure from hacking. |
Question: | Can I monitor my disk space and bandwidth usage? |
| Answer: | Yes. Upon logging into your Site Manager you are immediately presented with real time stats on space and bandwidth usage for your site. From the "User Usage" section of Site Manager you can also access stats on FTP and E-mail usage for individual users of your site that you may have set up with E-mail or FTP access. |
Question: | Is my data secure when I host with Sitevue.net? |
| Answer: | Yes, Sitevue.net takes your data and your uptime very seriously. Sitevue has contracted with a major web provider to resell web space on their servers. The servers are hosted in a secure facility with badged security and mantrap entry systems. This facility has 24 hour IT staff on site that maintain the servers, Our servers are also protected with Uninteruptible Power Supply (UPS) units that protect your site and keep it running in case of power outages at the facility. We pass along our provider's guarantee of %99.99 uptime. If we find that we have exceeded our downtime agreed to, we will refund the fee equivalent to one month's hosting as compensation for the downtime. From time to time our provider will schedule systems to be taken offline for scheduled maintenance. When that is scheduled to occur, we will notify you. These outages are scheduled at non-peak hours and are necessary very rarely to keep the servers in peak running order. These scheduled downtimes are engineered to adhere to the
%99.99 uptime requirement and therefore seldom trigger a refund unless the downtime is more extensive than planned. |