Support

Once you sign up for web hosting, you will receive a welcome e-mail pointing you to this manual.  If you browse through this support manual you should find all the details and explanations you will need to get your domain up and running. Start with Account Overview and Control Panel Overview.

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.  If you require a domain without restrictions, please contact us for a dedicated hosting solutions.  Please read our policies and procedures.

Billing Support

All billing is handled in-house by our billing department. If you have any questions regarding your account, please contact us.

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 receiving 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 or may be asked to prepay for 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.

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!

Email

If, in an unusal case, 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.

Before contacting Technical Support, be sure to walk through the setup of your email program to ensure that you have the correct settings. See Mail Manager and Email Software support pages, to the left.

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 the Technical Support Request Form and we will handle your request promptly.

 

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Resellers of Hosting Connecticut, LLC. may reproduce this manual on their sites.