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Support and Help Section




We have several choices and levels of support for your convenience. We provide direct support from approximately 5 am to 5 pm eastern standard time and our frequently asked questions and flash tutorials (both below) may eliminate the need for support!
Spam and Virus Protection
We are proud to use the services and products of ConfigServer.com for all email scanning and virus and spam protection. For complete tutorials and instructions on how to access and navigate the features included in your account, visit http://www.configserver.com/mshelp/index.htm
Video Tutorials.
Your cPanel now has it's own collection of video tutorials. To view any of these, login to your cpanel (wwww.YOURDOMAIN.com/cpanel) using your user name and password, and make sure you have rvskin theme. Go to bottom of cpanel and select theme switcher and then rvskin to accomplish this. THEN at the top, you'll see a link for video tutorials or getting started wizard.
EmailSupport:
Send a support request to ken@centralmaineweb.com Your email will be returned usually within a couple of hours depending on the time of day.
Phone: Call the office at 207-873-WEB1 Please leave a message if there is no answer. Your call will be answered much more efficiently that way as we are often simply in another room, or on another call. We do not return missed calls unless there is a message.


Frequently Asked Questions

Most Common Questions


Pre-Sales Questions


Billing Questions


Technical Questions

Account Questions


Most Common Questions
  • What is Cpanel and how do I get there?
    Go to www.YOURDOMAIN.com/cpanel (replace YOURDOMAIN with your website url) - You'll see TONS of neat information and tools, from stats and security tools to online site editors, shopping carts, etc. FANTASTICO is our online depository of installable programs and scripts. You'll see to the left your allowed disk usage and bandwidth as well as how much you've used so far. If you'd like video instructionals of how to use various cpanel functions, go down to your "theme switcher" and choose X3 or rvskin. Once it loads, toward the top under preferences, you'll see "getting started wizard" or "video tutorials".

  • How do I setup my email in outlook or outlook express?
    It's very quick and easy. Assuming you already HAVE an email address setup on your website, email me for a set of complete instructions.

  • How do I check "hits" or "visitors" or "stats" to my website?
    go to www.YOURDOMAIN.com/cpanel (replace YOURDOMAIN with your website url) - find web /ftp stats. (different control panel schemes will look different, but it's there! I prefer AWSTATS as I find it easiest to read. Keys are "unique visitors" which is the actual number of "new" people visiting your site. Other key features are entry and exit pages, duration of visits as well as (almost at bottom) a section detailing what people have typed in to find your website. DO NOT pay any attention to "hits." These are irrelevant. If someone goes to your website and makes 9 mouseclicks, that counts as 9 "hits." Additionally, many hits are generated by search engine spiders anyway.

  • I can't send email and/or I can't receive email. What's wrong?
    PLEASE contact ken@centralmaineweb.com OR call 873-9321 - it could be a server wide issue. If not, please provide your email address, password, SPECIFIC NATURE OF PROBLEM, and attachments of any error codes or bounced emails you've received. It could be any number of things, so PLEASE provide all the information you can.

  • My site is offline. What's wrong?
    It could be one of 5,445,456 things. Contact ken@centralmaineweb.com and submit a request for support. It could be server wide, in other words, all our websites including ours is down, OR it could be a problem with your website. Whatever the problem, we'll fix it as quickly as we can for you.

  • Can I work on or edit my own website?
    Good Question! We have created a simple editor that will allow you to edit text, some images, add links, etc. but NOT change the overall structure of your site. Contact ken@centralmaineweb.com and we'll install it for you for a one time fee of $35 for our standard hosting or NO CHARGE for our higher hosting packages. We cannot be responsible for any damage to your website done by editing by ANYONE ELSE for ANY REASON.

    We also offer COMPLETE content management systems that allow you to add, delete, edit pages as well as change the entire theme of your website. Contact ken@centralmaineweb.com for a complete list of solutions.

  • How do I check my email from the road or online instead of using outlook or outlook express?
    Go to www.YOURDOMAIN.com/webmail (replace YOURDOMAIN with your website url) - and type in your user name and password. Your user name is your ENTIRE email address, NOT just the part before the @ symbol. You'll be presented with 3 online email programs. I always choose the first program (HORDE). You can send, receive, even have an online address book.



Pre-sales Questions



Is my credit card information totally safe with you?
As we use a third party credit card processor, (paypal and enom) we don't have your credit card information with us. And therefore we don't store your credit card information on our system. We trust your credit card information is totally secure.



If I buy a hosting plan today can I upgrade later on when my site grows? Will i get charged for upgrading?
Yes, you can upgrade at any point. Just send an email to ken@centralmaineweb.com and let them know which plan you want to upgrade to, they will prorate what you have used so far of your current plan cost. No there is no charge for upgrading in hosting plans!

Can I register my domain name with you?
Yes, you can buy a domain name separately by clicking on "Register Domain Name" on the menu or by choosing this option during the hosting signup process.



Do you offer unlimited bandwidth?
No, it is not possible to offer unlimited bandwidth at all. That would be lying to our customers. Like everybody else, we are required to pay for the amount of bandwidth we consume to our upstream providers. We then in turn pass this fee to our customers in order to provide enough resources to our customers. This also applies to other hosts as well, not just us.



Can I try your system before deciding?
Sure, we can give you a 30 day money back promise, if we fail we provide what is outlined in our web site, we will refund you all your money.



Can I host adult related sites?
No, we are a family oriented company with high standards. We don't approve of or believe in the proliferation of porn.



Do you allow MP3 files? Do you allow streaming of videos?
Yes, we have no problem as long as those MP3's and video files are legitimate. Please make sure you select the proper plan which allows it. We suggest a higher bandwidth and space plan because most likely, since its mp3s and videos they tend to be bigger files and once they are streamed they consume a lot of bandwidth.

Are you a reseller of another hosting provider?
No. We have our own servers but they are managed and supplied bandwidth by a company called HostDime in Orlando.  I have found them to be the most cutting edge, reliable managed server hosting provider available.

How soon will my account be activated?
Most Accounts are activated within a few minutes! In the case we need to confirm billing, we will contact you. 99% of the time, account activation is within a few hours! We do have the capability of offering instant activation but found that it was too difficult to monitor for fraud.

Do you offer money back guarantee?
Yes, we offer a 30 day money back guarantee. This is only valid when the customer is abiding to our terms during the stay with us. We also ask the user to provide the reason of cancellation.

I already have a domain, can I use it with your hosting? what are the steps?
Yes,if you already have a domain you can use it with our hosting plans. The first step is going to www.centralmaineweb.com/host_table.shtml and selecting the hosting plan of your choice. Then follow the steps to the order form. After you paid for the hosting you will receive an email with all your login information to the server. You MUST also login into your domain control panel where ever you registered the domain and modify the NAMESERVERS or DNS to ours, our nameservers are:



Primary: ns1.centralmaineweb.com
Secondary: ns2.centralmaineweb.com




Billing Questions

Can I prepay for an additional monthly data transfer/bandwidth?
Yes. In fact if you need only a small amount of overage we won't charge you. If your overage is permanent we may ask that you upgrade to the next available plan

What will happen when my site goes over the data transfer limit?
The system has the capability to block sites that exceed their data transfer limit. This will be done at the owner's option of course, so you will have the choice to continue using more data transfer and pay more at the end of the month, or stop using more data transfer but no need to pay more at the end of the month.



I don't have credit card. Can I do a wire transfer, check or money order?
Yes, however if you pay by money order, the hosting plan must be prepaid for the year. It is not practical to accept money orders for small amounts every month. If you want to send usa check or money order please send it to:



Central Maine Web
66 Wyman Bog Rd
Winslow, Me. 04901


Please make sure you include a note with the following information: Your full name, your email, what domain you would like to use, whether you want us to register that domain (if you want us to register it please add an extra $18.00 for the one year domain registration) or you have an existing domain, and what plan you are paying for.


Account Questions



Can I have more than one domain pointed to my account?
Yes

Do you support subdomains ?
Yes, we support subdomains. The number of subdomains wil depend on the plan you purchase.



What is a subdomain?
A subdomain is any term you want before your domain. For example you have a domain www.x.com and say you want to create another webpage. You can create a subdomain another.x.com and it can be like a whole separate web site. In essence it is a domain as well, So it is a very nice feature to have.




Technical Questions



What DNS should my domain name point to?

Primary: ns1.centralmaineweb.com
Secondary: ns2.centralmaineweb.com

This information can also be found in your activation email that should have been sent to you upon signup.



I have been notified that my account has been set up but my site is still not active
If you have received a notification email and its been over 48 hours, it means that you either did not point your domain name to the right DNS servers or your ISP's DNS server has not yet been updated. It generally takes 24 hours for domain names to become active. This is just how the internet works; there is no way we can speed up the process.



What version of perl are you running?
Our servers run Perl v5.8.1



What version of PHP are you running?
Our servers use PHP 5.x



What servers do you run?
We run off of:
XEON Quadruple (4) processor, 4048 Megs (4 gigs) Ram - Dual 500 gig hard drive

Bandwidth Connection lines:
Multiple Multihomed OC3 and OC12 connections 100 Mbps




How do I enable SSI in my HTML pages?
To take advantage of Server Side Includes(SSI) in your web page, make sure the web page has the extension .SHTML and not .HTML



Do you support international domains?
Yes, but in most cases you need to handle the domain registration process by yourself. We cannot provide support for domain registration for all the available country code. However, feel free to ask us if you have any questions.



Do you support ASP, Microsoft SQL Server and/or Microsoft Access database?
No. Currently we only host linux based plans on our server



Do you offer Windows based hosting accounts?
No. Currently we only host linux based plans on our server



I have a script that is very complicated to install. Can you install it for me?
Yes, we can install it for you. Please contact ken@centralmaineweb.com to inquire the fee to set it up. We do not provide free support for the script, configuration and debugging your scripts. We can provide that support for $30 for 30 minutes. However we will waive that fee if it turns out that the problem is with our system.



Which brand of control panel do you use? Can I see a demo?
We use www.cpanel.net , it has tremendous features and is worth an additional five dollars a month, but we include it in most of our plans for free. It is very insecure to setup a cPanel demo on our server and so we have chosen not to. You can, however, call me or email me and I will setup a temporary account for you to try.

How Do I access my web site control panel?
CPanel may be accessed at http://www.yoursite.com/cpanel

What kind of hardware and software do you use?
Our servers have 4 2.4 Gig XEON Processors with 4 Gigs of ram and dual 500 Gig hard drives.

© Central Maine Web
a Web Design Company in Maine
Winslow, Maine 04901 * (207) 873-WEB1