| Member Tips (Updated:
05/11/2004
)
Most of the information you will need to manage
your ISP is located within the Control Panel. We have added this section to
cover a few items that are not included there. This section will grow
as we field more questions from our Member ISPs.
Main Areas
Billing
- Refunds - If an enduser has
connected to his account during the month, no refund can be applied from
PluginISP to your ISP. If the account has not been logged into, then we
can apply a refund to your account. You must, in this case, Cancel
the account in the User Management area of your control panel and then
request a refund from
salesteam@pluginisp.com If you are not sure if an account has
been logged into during the month, also ask
salesteam@pluginisp.com for
verification of the login status.
Dialup -
more info coming here soon.
Web Hosting
- Paths -
- Home
Directory - /var/www/vhosts/[username]/
- Perl
Binary - /usr/bin/perl
- Sendmail
- /usr/sbin/sendmail
- CGI Bin
- supported throughout the hosting package for .pl scripts
- MySql Database -
You will need to get a mysql client for your
operating system. The database server is located on database.safepages.com,
port 3306.
One client is available here: http://www.mysql.com/downloads/gui-mysqlgui.html
You can see more about your mysql database by going
in your Control Panel, to Web Hosting, then click Add a MySql Database,
then , enter your domain and choose "List my database customers" in the
drop down and click Submit Querry.
Then you can click on the Customer Link and it will
reveal your database information including the Perl DSN string.
Domains -
Your price for domain registration through us is $20 per year. You can
resell this feature at any price you choose. Network Solutions' price is $35
a year. We are currently offering 1 free year of domain registration if you
open an unlimited hosting package. You could offer a similar package
to your customers. The Unlimited Hosting package costs you $11/month.
An example would be to offer your customers a package of "One year of
hosting plus domain registration for only $150." A good deal! Your
cost is only $121, so you make $29 the first year. The options are
endless.
E-mail -
Ordering an Email/Webspace Package -
To order the package, you need to accomplish a few steps
- Order an Unlimited Hosting package for the
domain (yourdomain.com). This is done in the Web Hosting Area of
your control panel.
- Ensure you have us hosting this domain or
have your MX records pointed. This is discussed in "DNS Entries"
below on this page.
- Order the email/webspace package. To
do this click on Upgrade Info at the bottom of the Control Panel menu
(left hand side). Then use the form to request the package.
- You will be billed the setup fee plus a
pro-rated portion of the current month.
- Once the email package is setup, you need
to delete the "Catch All" email forwarding option. Go Web Hosting, Web
Hosting Management Utility, Forwarding, then check the box to remove the
Catch All address. Once this is done you will be able to create email
accounts and configure your Rockstar software for our email system.
- POP3 Server = pop.yourdomain.com
- SMTP Server = smtp.yourdomain.com
- Default SMTP - If you don't have an email
package with us, you will need to use this default smtp as other smtps are
blocked.
- Adding an allowable smtp - You can add an
allowable smtp in your control panel. Click on ISP Settings to get started
with this process.
DNS Entries -
If you are going to setup an integrated
e-mail package with us you will need to either:
- Register the domain with us and have it
hosted on our servers
- Have your current host point the DNS to
us and have a hosted web site by the same name on our servers
- Or, keep your current host, but have the
records pointed to us. You will still need a web hosting package on our
servers.
In all cases, an unlimited hosting package
is required for us to integrate an e-mail package on our servers. If you
have your own e-mail package, you can integrate that anyway you like.
Details
If we are going to host your domain, and you
did not register the domain with us, then have the DNS pointed to:
Primary - ns3.safepages.com - 216.127.139.9
Secondary - ns4.safepages.com - 216.127.139.10
If you just want the integrated e-mail
package, then request the unlimited hosting package, then request the e-mail
package from us, then have your current host accomplish the following
changes to the DNS Zone file.
pop IN CNAME pop.safepages.com
smtp IN A 216.127.146.11
@ IN MX 10 smtp
mx record - mail.safepages.com
ftp IN CNAME ftp.safepages.com
members IN CNAME members.safepages.com
news IN CNAME news.safepages.com
Enduser Tech Support (Private Labled)
-
There is a $100 setup fee for enduser support. For phone
support you should have a number pointed to a toll free number that we
provide for you. For email support you need to give us the account
information for an email address on your system that you want us to monitor,
ie, techsupport@yourdomain.com
$2.00 will be added to the monthly fee of each of your users for tech support.
It takes us a week to have support live for your ISP
from the time you order it.
To signup for Member Tech Support, ensure you have
adequte funds in your Control Panel and send a request via email to
salesteam@pluginisp.com
Details of the service are below:
We provide Basic Technical Support via toll free phone
and email (if desired) 24/7/365 in the following areas:
- In case of a failure on our part to complete a
case, we will report it to the ISP as directed, usually via email.
- The ISP should prepare a web page outlining to the
techs any specific measures you would like them to take and it should
outline how the ISP would like to be contact in case of a failure.
We support:
- Operating Systems: All Win 95 and up, Win NT and
2000 and Mac OS 8 and up.
- Browser Support: IE 5.0 and up and Netscape 4.x and
up
- Connectivity:
- - Basic connectivity issues relating to the
customers ability to connect and maintain a connection to your ISP.
- - Configure, install, reinstall and check
property setting for a dialer and its parameters in Dial Up Networking.
Will verify the active status of an account in the Control Panel, and
will attempt connection themselves, using the customers information,
when necessary.
E-Mail:
- - We will supply and configure server information,
addresses, login format and connection settings for the following clients:
Eudora, Netscape, and Outlook Express
- - We will configure 1 default email client per user
account. The user will be advised to copy instructions for configuring
additional accounts.
- - We will configure 1 default email client per user
account. The user will be advised to copy instructions for configuring
additional accounts.
- - We will troubleshoot issues relating to History,
Cache, or Temp file removal.
- - If you are not using our email package, you will
need to provide for us, on your support web page, specific server
settings.
FTP
- - We will provide basic configuration support for
WSFT LE and Pro and for Tetch. We will verify the user's ability to
connect to the host, authenticate and upload files.
What we DO NOT support:
- - OS installation, device manager errors, DLL
errors, non-internet software
- - Beta releases of any software
- - LANs
- - More than 2 computers for any one account.
- - Advanced properties tabs, content advisor, or
software file removal
- - Modems Config Tab, or Init strings - We will
recommend modem and software upgrades
- - Installation of modems
- - Web mail systems, or mail clients other than
mentioned above
- - Web page generation or editing software
- - Downloading of software
- - Excessive Line noise
Quality of Service
- 85% of calls will be answered by a live agent
within 10 minutes
- 75% of calls will be resolved on the first call
- Calls that are not resolved or that require
escalation will be sent to the ISP within 4 hours.
- The abandonment rate will not exceed 10%.
The above quotas will are our goal, but we do not
guarantee that we can maintain these goals in unusual circumstances such as
server failure, phone line outage, etc.
If you have special requirements, we can take a look
at them on a case by case basis.
|
