Frequently Asked Questions
What's On Your Mind?
|
|
|
|
|
|
|
|
How long will it take to get me up
and running?
* New web site account developement: 4-6 weeks
* Search Engine Optimization: 4-6 weeks
* New hosting accounts: 1-2 hours
* General support requests: Within 24 hours (85% within 6 hours)
* Domain name transfers: Within 48 hours
Do you have a guarantee?
Absolutely. Every KHM Internet relationship has a 60
day money-back guarantee. If you're not satisfied with our service we'll
refund your money - with only one question: "What can we do better?".
If there is something we can add to or change about our services let us know
- many of the improvements we make come about as a direct result of customer
input!
Can I send mail from my domain name
address?
Yes - this service is called SMTP server, and every
KHM Internet account supports this. Many hosting companies do not offer SMTP,
even with plans costing 2-3 times as much. We support professional-looking
email addresses that you can send from - "you@yourdomain.com". Check
Setting Up Email for details
on how to configure a number of popular email programs to use this service.
If I don't have a credit card, how
can I sign up?
Sure, but we only accept checks for annual accounts. You can send
your check to:
KHM Internet
125 Church Street
Unit 90-321
Pembroke, MA 02359
ATTN: Accounts Payable
Are there limits to the "hits" or
traffic / bandwidth my site can get?
KHM Internet hosting accounts come with the following bandwidth
per month:
* Standard - 15000 megabytes (15 GIGS)
* Professional - 20000 megabytes (20 GIGS)
* Developer - 25000 megabytes (25 GIGS)
* Commerce - 30000 megabytes (30 GIGS)
Bandwidth usage is a simple equation - number of visits times information sent in each visit. Since the average web page is about 50K in size, 15G equals roughly 300,000 page downloads a month! Larger files will increase traffic usage, but 15G bandwidth provide enough capacity for 99.9% of all web sites on the Internet, and if your site is becoming the next Yahoo, it's easy and inexpensive to add more capacity. You can view your account bandwidth/transfer usage anytime by going to the account control panel and viewing the Resources area on the left side. Note: measurements are made in MB, a gig is one thousand megs, so in the resources shown above 4985.6 = 4.9 gigs free, or still available.
Do you support FrontPage? Dreamweaver? NetObjects?
others?
Every KHM Internet hosting account supports FrontPage 2000/2002/2003.
Specifically we support the "FrontPage extensions" that you need
to use FrontPage with a web site. Check MS FrontPage for details on using
this tool. We also support every other major web development tool, including
Dreamweaver (what we use in-house), NetObjects, GoLive, Netscape, and many
more.
What are your "uptime" statistics?
Over the last 6 month reporting period our servers have been up an average
of 99.95%. If your site is down and it's our fault we'll work on it promptly,
and get you back in business ASAP. If the problem is caused by something on
your end, we'll try and fix it, and then let you know what we did and how
you can avoid the problem the next time!
What type of servers do you have? Do you support
ASP?
We use Apache servers running on the Linux operating system. All of our servers
have a superior connection to the Internet backbone - your site will publish
faster with a KHM Internet account than with nearly any other servers available
(at any price!). For all the details check out our Server
Configuration section.
We do now support Active Server Pages as well - see ASP at KHM for more information.
In addition, every KHM Internet hosting account supports CGI/Perl in your
own, ready-to-go cgi-bin, and PHP4 - a powerful yet simple scripting language
similar to ASP (in some ways better as it was designed specifically for use
with the MySQL database).
Do you support subdomains?
KHM Internet does support subdomains. Here's how it works:
"sales.mydomain.com" will actually point to "mydomain.com/sales".
To request this kind of subdomain arrangement you must first create the folder(s),
create a basic index.html page within the folder, and then let us know the
name of the folder, by opening a support
ticket.
Please note: subdomain redirects of this kind are designed for the convenience
of our customers rather than for reselling individual folders to third parties.
Access to these "subdomains" is available only with the master account
username and password. We will create up to 5 of these type subdomains per
account - no charge. Subdomains of this form are for naming/navigation conventions
only - they do not have full account capabilities like email, counters, cgi-bins,
etc.
I type in my domain name in a browser but my site
doesn't come up?
It usually takes two business days for a new or transferred domain name to
start resolving to our servers. If you previously had your site hosted somewhere
else, your domain name registrar will need to be notified of your new name
servers. If you need assistance with the transfer, just
let us know and we'll be happy to help you.
Many registration companies require a username and password in order to make
a transfer request, so we'll need this information from you in order to make
the request. Just open up a new support ticket
and let us know this information and we'll make the request for you.
Why isn't my new home page showing up?
When you open an account with us, we put up a temporary under construction
page for you and the name of the file is index.html. Servers recognize a variety
of file names as home pages, and index.html is the most commonly recognized
name. If you upload your own home page and name it index.htm and don't delete
our index.html Under Construction page, our servers will continue to recognize
the index.html page as the home page. Just delete or overwrite our index.html
file and your new home page will show up!
I am having problems with email - sending.
Problems sending email is usually related to our POP authentication
procedure. When you attempt to send mail, the system requires that you authenticate
to the server first. The way the server does this is that it first requires
you to log into your pop account with the username and password you created
when the pop account was set up through the mail manager. After you authenticate
by logging in you have a period of 15 minutes to send mail. After this 15
minutes expires you will need to reauthenticate - if you don't you get an
error message.
This may sound more complicated than it actually is. For instance, when Outlook
is opened it automatically presents you with a username and password box.
After you type these in, Outlook does the rest. Usually you can just send
and receive mail and Outlook will automatically resubmit your username and
password combo. However, it does so only when you hit the send/receive button.
If you only hit the send button your password is never resubmitted. Typically
the password is only required when receiving (popping) mail. As you can see
the process defaulted to by Outlook is backwards with respect to our authentication
procedures. Outlook first sends mail and then receives mail. This is where
the failure comes in. On our system you need to authenticate (receive) first
and then send.
I am having problems with email - receiving.
For instructions on setting up your e-mail application program to receive
your mail, please take a look at Setting Up Email.
Your pop server name is mail.yourdomainname.ext. So if your domain name is
pleasehelpmenow.org, your pop server would be mail.pleasehelpmenow.org
If your domain name is not yet resolving to our servers, you will be unable
to retrieve your mail from our servers. If your domain name is still pointed
to other servers, that's where your mail will be going and you can retrieve
it there until the transfer goes through.
Connection seems slow or down - how can I test?
Sometimes the Internet itself - between your pc and our servers - is slow
or having load problems. You can often find out more about where the problem
is by running a "Trace Route" or "tracert" test.