Before Contacting Technical Support

Please be sure to use all the resources available to you
prior to contacting Technical Support.

Chapter 1 - Account Overview How To Get Help Billing Support Account Deactivations  Down Servers Down Email  Before Contacting Technical Support How To Get Help ALL Technical Support Requests must be sent to support@pacificwebgroup.com . Please include your domain name, username and a detailed explanation in your email. Billing Support All billing is handled in house by our billing department. If you have any questions regarding your statement, please contact us at billing@pacificwebgroup.com Account Deactivations There are only 3 reasons we deactivate accounts. 1) Non-payment, 2) Spamming violations, and 3) Non-compliance of our policies. (Especiallly hosting Porn) We must ask all of our clients to understand that just as they must take measures to protect their business, so must we. We provide hosting services for many individuals and businesses, therefore it is necessary for us to establish Policies and Guidelines that will protect both our company as well as those residing on our servers. If your account has been deactivated due to non-payment, please contact our billing department at billing@pacificwebgroup.com If your account has been deactivated due to non-compliance of our policies and guidelines, email us at admin@pacificwebgroup.com and we will review your account. We will more than likely re-activate your account if you will provide us with a Letter of Promise that you will not further compromise our policies and guidelines. In EITHER case, we will not charge you a reactivation fee for first occurrences. After the first occurrence you will be charged a reactivation fee of $50.00. However, after the third occurrence, you will be asked to locate a different hosting service. If your account has been deactivated due to spamming or pornography violations you will not have the opportunity to reactivate your account on our servers. Down Servers We have scripts that ping the servers every couple of minutes to make sure that the box is accessible from within our network as well as from outside our network. If the server cannot be pinged, the script will send an e-mail and page our system engineers immediately. That way, we are always informed about the performance of the server and our network. One of our tools monitors the Apache web server on a two minute interval to ensure that it is up and serving pages. Every two minutes, we send a test page to the http daemon. If it does not respond, our script will reload the daemon. Then two minutes later it will send a test page again. If there is still no response, then the reload/test scenario repeats itself. After two times, a technician is called to manually look into the situation. This script works to make sure that the servers are serving pages 24/7. If you cannot access to your website, there are many areas to look at. Once you've established an internet connection through your PC, your dial up travels through several points before the actual log in 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. You can verify if the problem is with our server by using TraceRoute utility.( In the Control panel, In windows type tracert at a command prompt to check the connection) As a result, in the event of a problem, we can assure you that we will be aware of it immediately and will be working diligently to restore service. If you decide to contact us please make sure to include a copy of TraceRoute. Down Email For obvious reasons if 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. If you can log into your account as well as visit it through your browser, but your email does not work, then something is wrong. However, before contacting Technical Support, be sure to walk through the setup of your email client to ensure that you have the correct settings. Other problems might be due to changing your password recently. 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 Chapter 8 - Changing Passwords for instructions and details. If you have checked your settings and verified that it is not a password problem, send an email to Technical Support and we will handle your request promptly. Before Contacting Technical Support Please be sure to use all the resources available to you prior to contacting Technical Support.