XelionOne Hosting FAQ


Domain Names FAQ


What is a domain name?

A domain name is the name you enter in your browser to get to your website. Eg. www.google.com

What is a TLD?

TLD. Stands for Top Level Domain which essentially is the extension of your name. Eg. .com, .co.uk, .eu

Do I need a domain name?

Yes. We we cannot offer hosting without one.

Do I need to buy the domain name from you?

No. You can register domain name(s) from any company you wish and change the DNS to our servers.

What is DNS and can you help me change it?

DNS means Domain Name System - it allows you to connect your domain name to your website. Yes, we can help you change it.

When you register a domain name, who is the legal owner of the domain?

You are! The person registering the domain who'se details are in our system are the details used to register the domain.

When I have registered my domain name, how do I get it to work with my website?

If you bought the domain name with us, once processed - the domain name will instantly work with your website. If you have bought your domain name elsewhere - you will need to change the DNS settings to point to our servers. Details will be sent to you by email when you sign up!

What details can people see about me when I register a domain name?

People will see: your name / your company name, your address, your contact details, when the domain was registered and when the domain expire.

Can I hide those details from being shown?

On most TLD's we offer ID protection for $3 per year which will just show generic data as opposed to your actual details. Please check at registration for details.

Can anyone access my website, once I have purchased a domain from you?

Providing that they have a computer, and an internet connection - anyone will be able to access your website.

Are you selling genuin domain names?

There is only one type of domain names, all domain names are legitimate and genuin.

I have seen companies charge much more for domain names, how do you do it?

We sell the domain names at the price it costs us, as opposed to adding administration fees on top. Some companies will charge more, some will charge less. But please be aware of scammers and fraudulent companies which seem to be too good to be true. Some companies also do not offer basic domain management meaning that you have registered a domain name with them and you aren't able to do anything with it because the company controls the settings.

When I register a domain with you. What do I get?

You will get your own control panel from which you will be able to control the DNS, manage the whois details, purchase ID protection and have automatic renewal unless otherwise stated by you. You will also have a non-customisable holding page. If you purchase other services from us such as hosting you will also be able to upload a website, setup email addresses and many other things via cPanel and your client control panel.

How long does it take for my domain name to be registered?

If you are registering with us, on average it will take about 45minutes from the time the order was processed to the time the domain name is working. However in some cases and some TLD's such as .co.uk it may take up to 72hours for the registrations to go through.

It has been over 72hours from the time I received the confirmation, yet I still do not have my domain name?

There may be an issue with your order - please submit a support ticket to our domains department.

I still have not received confirmation of my order. What happened?

You may have entered some wrong details on your order form meaning we are sending the emails to the wrong address. If this is the case - please email us with your full name, time and date of registration, domain name and any other detail you may find relevant and we will do our best to help you resolve this issue.

Where do I find the DNS setting I need to use?

When you purchase an item from us, you will receive a welcome email with all the details you may require, including the DNS settings.

I have changed my DNS settings on my domain. How long until it switches over to your servers?

On average a DNS change takes 30minutes from the request being made to the changeover. However this process depending on the company you registered with and your geographical location may take between 48 - 72 hours.

I made a mistake when I entered the name of the domain. Can I change it?

No. Sadly, no domain name can be changed once it's registration has been processed.

I want a refund from my domain name.

We cannot issue refunds for domain names because they have been processed by the registrar and it is their fees which you have paid for. We do not charge for the registration.

Why do you charge to transfer my domain name to you?

We charge one year' worth of registration as when you transfer your domain over to us, we will also renew it. This means that if you were to transfer the domain name today, the domain name will expire in exactly one year from today.

What do you need to transfer my domain?

We will require you to unlock the registrar lock (if present) in your domain control panel, you may need to ask the company to do that for you. You will then need to give us the domain name and an EPP or AUTH authorization code so we can transfer the domain over to our account.

How much does it cost to transfer my domain over to you?

One year of registration which will change your domain expiry date to a year from date of transfer.

Why should I transfer my domain over to you?

You can transfer your domain name over to us - so that you only have one company to deal with and pay as opposed to have several companies to deal with. We all know how difficult it is to keep track of who needs to be paid, when and by how much. It just simplifies your billing.

I have received a letter in the mail saying my domain name is about to expire??

There are several fraudulent companies out there who send reminders to people listed in the whois database telling them they must renew their domain names. The letter generally looks like a bill with extortionate prices on it. This is a scam and these companies are not affiliated to us in any way. If your domain is registered with us and you have not asked us to cancel your domain renewal - the renewal will be done automatically by us. Your domain is safe with us and remains so for as long as you wish.

What is an SSL certificate?

SSL stands for Secure Sockets Layer when talking about domain names. It is a set of rules which are followed by both clients and servers to keep the connection from any computer to our server completely securely. It also uses certain types of encryption making it much harder for people to decode the information being sent from the computer to the server. This proves especially useful in providing confidence to your potential clients.

Do you offer SSL certificates?

Yes we do! We offer various different level SSL certificates at different prices. Please check our "extra services" page for more information.

I want a refund from my domain name.

We cannot issue refunds for domain names because they have been processed by the registrar and it is their fees which you have paid for. We do not charge for the registration.


Email Hosting FAQ


What is email hosting?

Email hosting is a product which allows you to use your domain name for emails only.

Who would need that?

Someone who wishes to have professional looking email addresses or just family email addresses but have no requirement for a website

When I am ready to have a website. Can I change plan?

Yes. As soon as you feel you are ready to build your website - you can upgrade to our hosting plans allowing you to host your website as well.

Do I need to buy the domain name from you?

No. You can register domain name(s) from any company you wish and change the DNS to our servers.

What is DNS and can you help me change it?

DNS means Domain Name System - it allows you to connect your domain name to your website. Yes, we can help you change it.

What kind of control panel do I get?

You will get a cPanel email control panel which will allow you to create, delete, modify accounts.

Will I be able to access my emails from everywhere?

Providing there is internet connection and a computer - yes!

Do you provide a holding page for me?

Yes. We provide you with a non-customisable holding page. This page will be black with your domain name written at the bottom center in white.

Can I edit my holding page?

No. You will need a web hosting account to do that.

Is this completely advertising free?

YES! We do NOT put any advertising on your domains

How will I access my webmail?

You will receive a welcome email with all the information you may require to access your emails from anywhere in the world via a web browser.

Can I create my own email addresses?

Yes. Once you have signed up and everything is setup - you will be able to access you control panel from where you will be able to manage your email accounts, manage mailing lists, manage forwarding options.

Can I get my emails on my iphone?

Yes. We provide you with either a POP3 or IMAP account type which both are compatible with the Iphone - allowing you to get your emails on the move. A series of instructions are posted under the tutorial section of the client area.

Can I get my emails on my blackberry?

Yes. We provide you with POP3 and IMAP account type which both are compatible with Blackberry - allowing you to get your emails on the move. A series of instructions are posted under the tutorial section of the client area.

Can I get my emails in Outlook on Windows?

Yes. There is even an automatic setup file which you can download once you have created your email account in cPanel you will have the option to download configuration files for Outlook and Outlook express.

Can I get my emails in Mail on Mac?

Yes. There is even an automatic setup file which you can download once you have created your email account in cPanel you will have the option to download configuration files for Mail.

I have another mail client. What do I do?

When you click on configuring a mail client straight after creating your email you will also see the manual settings which you can enter into any other email client supporting POP3 and/or IMAP and it will function correctly!

I didn't click on the configure button. Where can I find it?

When you log into cPanel you will be able to find the settings under email and next to each account you will find the possibility to confirgure mail client.

What kind of webmail do you offer?

At present we offer two webmail options for you - either the classic Squirrel Mail or the new Horde Mail. We recommend using Horde, however we give you the option to choose!

If I refer customers to you, will you give me something?

We love people being enthusiastic about our hosting and we hope that you do refer your friends and family to our hosting. At present we do not offer a referal scheme of sorts. However if we find a certain name showing up many times in the "how did you hear about us?" box on signup - you may find yourself with a reward!


Web Hosting FAQ


What is web hosting?

Web hosting is the service of hosting a site on the Internet making it viewable for other users on the net.

Who would need that?

Someone who wishes to have a personal or professional online identity.

If I become popular and get too much traffic. Can I change plan?

Yes. As soon as you feel you are ready to change plan - you can upgrade to another hosting plan.

Do I need to buy the domain name from you?

No. You can register domain name(s) from any company you wish and change the DNS to our servers.

What is DNS and can you help me change it?

DNS means Domain Name System - it allows you to connect your domain name to your website. Yes, we can help you change it.

Will I be able to access my website from anywhere?

Providing there is an internet connection and a computer - yes!

How do I put my website on the web?

To put your website on the web you have 2 options, the first is to use an FTP program, find the public_html folder and put all the files you want to have online in that folder. Or you can log into cPanel, access the web file manager and upload your files via the browser interface into the public_html folder.

What is FTP?

FTP stands for File Transfer Protocol which basically means a means of transferring files from your computer to the server. It usually comes as an application which you can use from your computer.

How do I get an FTP?

You can download a version of FileZilla from our download section of the client area for free, or you can find a freely available FTP software which you can use.

Can I password protect directories?

Yes. By using the HTACCESS - you are able to password protect certain directories on your webspace.

What scripting do you offer?

Our servers support the following scripting: PHP, MySQL, PERL, Python, CGI, Ruby on Rails, C/C++, FFMPEG and Java (tomcat). If there is a scripting which you would really like which has not been mentioned - please submit a ticket and we will review its feasibility.

What version of PHP are you running?

We are currently running PHP version 5.2 but we will be constantly upgrading to the latest stable version.

What version of MySQL are you running?

We are currently running MySQL 4 but we will be constantly upgrading to the latest stable version.

What happens when you upgrade version?

When we upgrade versions we will first notify you, then we will install the new version - there will be no downtime of such, however scripts and applications dependant on the technology being upgraded may become unavailable for a period of minutes.

What is downtime?

Downtime is when the server goes offline for one reason or another. Because we rely on series of hardware, and software as well as the running of the hardware on the software - There may be occasions when something goes wrong and we need to fix it during which time you may not be able to access your website or emails.

What do you do to prevent downtime?

In order to minimise the possibility of downtime, our datacenter is equipped with redundant power supplies, several internet connections as well as many more features which you can see under about us.

How do I manage my MySQL?

You will be able to manage your MySQL databases via PHPMyAdmin which will be found inside cPanel.

I have forgotten my password for the client area - how do I retrieve it?

Just go to the login page and you will be able to reset it there.

I have forgotten my password for cPanel - how do I retrieve it?

Please submit a support ticket via the client area and we will reset it for you.

What happens if I go over my limit of either space or bandwidth?

If you do go over your limits, depending on by how much your account may be suspended - but dont worry it only takes an upgrade or an agreement with our billing department and we will sort you out! When you get near either limit - please consider upgrading to the next package. If you do not have the option to upgrade further we may still be able to help you. Please submit a support ticket or send us an email and we will upgrade you!

Where can I see my limits and how much I have used?

You will be able to see those details on the front page in cPanel.

I haven't paid my dues for this month. What is going to happen?

5 days after the bill was due, if remained unpaid your account will be suspended. After which there will be a re-activation charge. If no word has been heard from you 30days after that we reserve the right to delete the account.

What happens when my account gets suspended?

You will have a holding page instead of your normal website. You will not be able to log into cPanel. You will not be able to receive emails.

Why would my account be suspended?

Your account may be suspended for not paying your web hosting bills, exceeding your limits or breaching our terms of service.

What happens to my emails when my account is suspended?

The incoming emails will still come into your inbox - however you will not be able to access them until the issue is resolved - once your account will be unlocked you will be able to read all the emails.


Reseller Hosting FAQ


What is reseller hosting?

Reseller hosting is a type of web hosting which allows you to sell web hosting under your own brand. We provide you with a large web hosting account that you can then break apart to sell as smaller quantities to your clients.

Who would need that?

Anyone from a web-designer wishing to provide the hosting to his customers to someone trying to build a web-hosting company.

I don't see the package I want... Can I create my own?

Yes. Please submit a pre-sales ticket and state the amount of space, and bandwidth you wish. We will then send you a quote for your package. On average we charge $1.6 per block of 1Gb of disk space and 10Gb of bandwidth.

What is the upgrade from these packages?

The upgrade from reseller hosting is the VPS (Virtual Private Server).

Do you offer VPS?

Yes. If there isn't the option in the main menu - we may be temporarily out of stock!

Do you offer Dedicated Servers?

No. At present we only offer dedicated clusters in our data center - for more information please email us.

I already have a reseller with another company. Can you help me transfer all the data?

Yes we can! If you want us to, we will shift the all your accounts, settings, emails, usernames and passwords from your old reseller to your new one at no additional cost!

I already have a reseller with another company. Their customer support isn't good. Is yours any better?

Depending on which company you were with and who you were dealing with are factors which we cannot determine. However we pride ourselves in offering the best support out there. We do not refer you to another person for each query that you may have - we give you one of our team member to deal with all your requests, so you only deal with the one person! Our support team is highly trained, qualified and very capable. In the unlikely event that the team member is unable to assist you - we may forward the issue to someone with the appropriate experience and knowledge. If for any reason you are unhappy with your assigned team member - we will switch you immediately to another member!

What if my assigned support person becomes unavailable?

If your assigned support person becomes unavailable for any reason - we will forward all your requests to another support team member who will become your main support agent. We will notify you if anything as such will happen.

What form of support is available to me?

As a reseller - you are given the normal tickets and email support methods. However upon request and during scheduled GMT times we offer an on demand live chat, skype or phone service. Please send us an email with your desired date and time (GMT) and we will do our best to meet your requirements!

What scripting do you offer me?

We offer everything which has been stated on the plan. If you require any other scripting type - please email us and we will look into the feasibility of installing such scripting.

I want another application! Can you install it for me?

Depending on what program and most importantly for what purpose - we may be able to install a scripting. Please send us an email and we will review the feasibility of installing.

What are nameservers?

Nameservers are sub-domains which your customers point their domains to. Eg. ns1.xelionone.com

How do I setup nameservers?

If your domain was bought with us and your package allows nameservers - we will set all that up for you. If your domain is not with us you will need to register the nameservers with your current registrar. We will then complete the process on the server.

What do I need to have nameservers?

You will need at least 1 dedicate IP - all the accounts below that will be on the same shared IP.

What else will I need to build a webhosting company?

You will need a few things, but most importantly a billing system to allow you to manage your client's payment and automation of account creation.

Do you offer any Billing Clients?

We offer WHMCS at a price of $13 per month. We also offer ClientExec at a price of $15 per month ($128 for a year license). If you wish, we will install them for you and ensure the connection to the server is made correctly..

Do you also install other scripts for us?

There are a few scripts which we do not mind to install for you. Please submit a pre-sales ticket to find out if we will. Please note that we do not offer any script installation for your customers.

What happens if one of my customers runs a script which causes the entire server to run slow?

This user account will be immediately suspended by our administration team - this is done in order to minimise damage to our servers and the well-being of our other customers. We will then look at the script and may be able to suggest an alternative or a fix. But it is your responsibility to inform your client. Please note that we do not offer the re-writing of code for free - however a brief look at the code and advice if possible is included.

I want to live chat to someone.. How do I do that?

Our main offices are currently based in London, United Kingdom. All live chats are done during GMT day time. If you have specific questions and want advice we provide an on demand live-chat. Email us with the topic, date and time (GMT) at which you are available to chat to us and we will do our best to fit you in! We also offer Skype calls to our Resellers - please note that this is also GMT day time and on-demand only.

What are your contact details?

Contact details are sent to you in your welcome email. Where you will be assigned a specific person to deal with all our requests. Please note that if your assigned expert becomes unavailable the admin or another expert will be glad to help you with your request. For general contact details please look at the about us section.

Why do you not offer 24/7 support?

At present we monitor all our servers 24/7/365 and deal with critical issues 24/7/365 with our team of highly trained techies. But the support is much more difficult as we do not want you to be frustrated talking to someone who cannot do anything or understand everything. So we keep all the support in-house - needless to say, we are not machines and cannot possibly stay awake 24/7/365!

Will I be able to brand my company?

Yes. All resellers are able to customise their cpanel look, and packages making you able to make any packages you like. We however do not allow you to offer packages with unlimited space or bandwidth.

Will I be able to use cron jobs?

Yes. All resellers are able to use cron jobs. But be very careful with its use, and make sure that you know what you are doing as the wrong command may mean that your cron job will not function!

Will I be able to use WHM?

Yes. All resellers come with WHM to manage all your accounts on your reseller.

Do you offer any other control panels?

At present all our commercial hosting servers come with cPanel/WHM configuration because we believe it is the most stable and reliable control panel at a decent price out there! We do have a lot of experience using Plesk and Webmin, however we believe that cPanel best suits the majority of our cutomers.

Will I be able to resell resellers?

No. Sadly - we cannot allow you to resell resellers accounts in our reseller plans because of how unstable this may make the server you are on. If you wish to resell resellers you could forward your customers to us and we will give you something in return! Otherwise why not sign up for a VPS?

Will I be able to setup a remote access key to automatically create accounts on the server?

Yes. All resellers are able to create a RAK as standard.

There were certain features on my old reseller which you don't have.. Why?

There are some features which we refuse to allow our resellers to have for the simple reason that we found security holes in their usage on our servers. However it may just be that it is an add-on which as standard we do not allow, but if you have a valid use for it we would gladly enable it on your account!

Do you offer Fantastico?

No. At present we do not offer fantastico, however if this is something which you would really like, we are able to install it, for a fee. Please contact us for details. We do offer cPadd-on which is somewhat similar to Fantastico.

Will my customers be able to use cPadd-ons?

Yes! Unless you specifically state that you do not wish them to have it, it should be there!

What is overselling?

Overselling is when you offer your clients more resources than you have available on your account. The majority of clients only use up a small portion of the space you sell them - it is a way to make use of all the un-used space on your account.

What happens if suddenly all my clients use up all the space and bandwidth allocated and I go over my limits?

You may want to keep a very very close look at how much space and bandwidth you are using at all times. We will certainly notify you as soon as you get near the 90% of your limits. If there is the likelyhood that you will go over you may wish to upgrade package. If the upgrade is not available we may offer you more space and bandwidth at a certain cost (same price guideline as custom packages)

What happens if I let my account go over the limits?

Your account will be suspended and the option above will be in effect + the reactivation fee. Please note that it may take up to 24hours to reactivate your account!

What will happen to my client accounts if I am suspended?

All your clients will be suspended as well. Please note that the suspended page may contain our information as opposed to yours. It is in your best interest to avoid such issues.



Have any other question?

Please feel free to ask us via our pre-sale support tickets or via email. We will do our best to answer your questions.

Testimonials


What people say about us...

"Fantastic customer support, a real pleasure to deal with!"

- Joe S.

"I needed TomCat and certain PHP extensions which my previous host were refusing to allow me to use! Glad I chose XelionOne - their kind and knowledgeable customer support helped me heaps!"

- Fernando K.

"XelionOne was brilliant! I have been with them for over 4 years now and have only had 5 hours of planned downtime!! Recommend to all!!"

- Alister J.

"I have been a reseller for a while now - and I am glad I can actually speak to someone over Skype to help me sort out my issues! I can also live chat during specific hours which I dictate, its a great service!"

- Ed S.

"Really fast servers - fast setup and great support! I was amazed that I was assigned an actual person to deal with as opposed to dealing with different people all the time. Mike is great!! Always there to help."

- Sam C.

"I actually felt treated like a human being! I had been with about 5 hosting companies in the past. The people I ended up talking to were either struggling to understand English or treating me like a complete idiot! I am glad I am with XelionOne as they only have an in-house support team."

- Jack D.

"I was a reseller with another company offering 'unlimited' space and transfer, as soon as I started to use about 15Gb I was told I was over the limit... Somewhat defeats the purpose!! So I then moved onto a reseller which offered 60Gb of HD space and 300Gb bandwidth - but as soon as I used about 150Gb of transfer and 40Gb of HD space they suspended my accounts saying that I was in excess of their allowances!! I've been with XelionOne for just over a year now, they kindly offered me a custome made reseller package. They actually gave me what I am paying for as opposed to just 'overselling' the space!"

- Jack H.

"No more monkeys to deal with!!! So happy that I don't have to be frustrated by someone answering my support tickets saying 'we have escalated the issue'! The people answering my tickets actually know what the hell I am on about!"

- Jen W.

"I am a reseller, and I can tell you how much hassle it can be to do everything on your own! But here, they actually seem to be keen on helping me out. They installed everything for me, and setup the basics leaving me only to do the designing and getting the clients. So much better!"

- Emma K.


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