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 Support@CentralMaineWeb.com
Your email will be returned usually within a couple of hours. PLEASE DO NOT EMAIL KEN@CENTRALMAINEWEB.COM - This is my personal email address and I will no longer be responding through this address.
Phone:
Call the office at 207-873-WEB1 or
alternately my cellphone 207-314-1256.
Please leave messages on BOTH 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.
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, CLICK HERE for a pdf with complete instructions. If you cannot open pdf, you'll need to go to www.adobe.com and download the FREE Adobe Acrobat Reader software.
- 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.
- I can't send email and/or I can't receive email. What's wrong?
PLEASE contact support@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.
- My site is offline. What's wrong?
It could be one of 5,445,456 things. Contact support@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 quickly 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 support@centralmaineweb.com and we'll install it for you for a one time fee of $25 for our starter hosting or NO CHARGE for our standard and 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. See a demo here of our online website creator or contact support@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 2 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 feasible to
accept
money orders for only a few dollars 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 print or write on a piece of paper the
following info Your full name, your email, what domain
you would like to use, whether you want us to register
it (if you want us to register it please add an extra
$15.00 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, for an additional one time setup fee of $15.00.
Basically the added domain will clone the content of
your original domain.. For example If you have www.x.com
and you also have www.y.com -
Your original web site is x.com, but you would like y.com
to have the same content. This is what you need! If you
would like www.y.com To
point to subdomain.x.com, we can do that too! Inquire at
the sales department for further information.
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, 2024 Megs (2 gigs) Ram - Dual
80 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?
We have
to maintain a dynamic and competitive hardware base and strive
to stay on the cutting edge of current technologies. We
currently use systems featuring Hyper-Threading
Technologies.On the software side, we use the industry
standard RedHat Linux. Our servers have 4 2.4 Gig XEON
Processors with 2 Gigs of ram and dual 80 Gig hard
drives.
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