At the top of the Web Service page, click the Apply link for the Server configuration to change. The changes will take effect within 15 minutes.
If you are using a Unix-based plan, click the Apply link at the top of the Web Service page.
Scenario:
When the client wants to set up their own index pages enabling clients to tell their visitors' browsers which page to load as they hit their domain. Usually, it's /index.html by default, but you can set any other custom welcome page.
Example: If a visitor goes to your site http://www.example.com, the first page to open will be http://www.example.com/index.html. However, if you set /welcome.html as the directory index, the page to open will be http://www.example.com/welcome.html.
Solution:
To set your custom directory indexes, do the following:
If you are using a Unix-based plan, click the Apply link at the top of the Web Service page.
Scenario:
Solution:
This tends to happen when end users signup to plans via the signup link (Which can be found within the reseller’s website).
1.Stopping anybody else form signing up to the plan:
A) Info >> Quick Access >> Plans
B) Switch Off under Signup Access.
2. Defining Billing:
A) Info >> Quick Access >> Plans
B) Under Action – Click on the hammer (Edit) to the desired plan.
C) At the bottom of the screen under settings – you can set prices to the resources that would be used under the plan.
A) Info >> Quick Access
B) Under Settings >> Signup Guard
C) Moderate Everything (Will ask for you to verify the person that signed up to the plan)
To enable SSL, do the following:
The only difference between temporary and permanent certificates is that temporary certificates are generated by your control panel, not trusted Certificate Authorities. Thus, when visitors enter your site, they will get the "unknown certification authority" warning window.
To generate a new temporary SSL private key and certificate, do the following:
These data will be used to generate the certificate. Don't make changes to the data if you are not sure about the purpose of these changes.
To get a permanent certificate, do the following:
Certificate Authority File (for Comodo - intermediate CA certificate).
Certificate Chain File (for Unix accounts only, Windows doesn't support Chain Certificates).
If your provider offers a Shared SSL certificate, you can use it instead of purchasing a certificate of your own. Unlike a regular SSL certificate, it costs less, doesn't require a dedicated IP, and belongs to an equally trusted Certificate Authority. The disadvantage of shared SSL is that it can be used only with third level domains.
Shared SSL requires that your site runs on a shared IP.
To secure your site with Shared SSL, do the following:
Now the site is available both at the non-secured second level domain name (e.g. http://example.com) and at the secured third level domain alias (e.g. https://example.victor.psoft). Note that Shared SSL certificates work only within one domain level, i.e. for user1.example.com and not for www.user1.example.com. In the example above, the certificate will not work for www.example.victor.psoft, and your visitors will get the warning: "The name on the security certificate does not match the name of the site".
NOTE: When designing your pages set any internal links to images or frames as <a href='https://user.domain.com/images/example.jpg'> or simply <a href='/images/example.jpg'>. If you use the <a href='http://...> link, your visitors will get the message: "The page contains both secure and non-secure items". This isn't much of a problem in terms of security, since visitors may simply choose the "do not display non-secure items" option, but no graphics will be displayed.
If your certificate is about to expire, do the following:
PHP versions - finding out what your site is using and how to switch versions
The major versions of PHP currently in use on our systems are 4 & 5. Minor versions (eg: 4.4.4) are updated periodically as the packages become available from our control panel vendor.
Currently, a Linux server is either set to use version 4 or version 5. To find out what version your site is using, you can create a phpinfo page which reports the version.
EXAMPLE:
(Save as info.php)
<?
phpinfo();
?>
After creating this file and uploading it, browse to the URL were you placed the file, and you should see a PHP info page with the version number reported at the top.
Want to switch versions?
If you would like to use a different major version (eg: your site is using 4, and you'd like 5), then please just send a ticket to support detailing the account name you'd like to switch versions for.
NOTE: This request will cause the support team to re-locate the specified account to a different server. The account may contain multiple sites - all of them will be moved to the new server, so ALL of the them will use the chosen version of PHP. Sites within the same CP account will all use the same version of PHP.
Please also note that account moves take 24 hours to finalise (DNS changes) and if you have any sites with a dedicated SSL, then the move should be carefully planned (SSL has to be removed while the account moves and added again once the move is complete).
If you have any questions about the process, please just email support.
Scenario:
Solution:
There are may ways to do this. These are:
A) Through the CP.Use this feature to redirect your visitors from one web page to another or even to a different website.
To create a redirect in a Unix-based account, do the following:
Unix-based accounts
Entering http://www.examples.com/products into the Redirect from field and http://www.examples.com?param1=yes in the to field, will take all the http://www.examples.com/products visitors to the http://www.examples.com?param1=yes page.
If you leave the Redirect from field empty, visitors will be redirected from any location in the site. In the to field, you can enter URLs with parameters, as illustrated in the screenshot above.
Leave Redirect status as is unless you want to change the default:
Windows-based accounts
In Windows plans, redirect works in a slightly different manner:
(Taken from AOL)
Reverse DNS is a way of associating an IP address with its domain name.
The reverse DNS identifier is contained in the PTR portion of the IP Zone File.
The IP Zone File contains all the different ways that your IP and domain name can be associated; each association serves a different need.
SPF - Sender Policy Framework - Advanced (well a little more advanced than basic!)
So we have set-up SPF for a 'default' domain example, now we want to move on to a situation where you are not using the default scenario (such as using exchange to send mail).
The basics are the same, the only difference is that you have to create the txt record manually!
Within the CP for the domain you want to add this for go to Domain Settings/Domain Info then click on DNS configuration (if you have more than one domain in this CP you will need to click on the relevant domain first).
Once the screen has loaded scroll to the bottom and click on Add DNS TXT Record (custom DNS records need to be enabled on the Plan for this to be available).
Once clicked it will load a new page with 3 available text fields to fill in. You can leave the first field (Name) and ignore the second (TTL) its the third (Data) that we are interested in :o)
You need to start all SPF records with v=spf1 then it becomes personal choice!
For this example we are going to say that I am going to be sending my emails from my website (example.com), occasionally by using webmail/SMTP (mail.example.com) and out via my exchange server which has an IP address of 1.2.3.4 which I have already set-up within the CP as exchange.example.com (see http://www.logacall.com/index.php?action=kb&article=1 for how to do this) and I want to stop any body else from sending mail.
So my TXT record would be:
v=spf1 a a:exchange.example.com mx -all
Which broken down becomes:
a - the A records for my domain (the address of where the website is for the form to send mail)
a:exchange.example.com - the A record for my exchange server
mx - the MX records for my domain (the IP address for the mail servers so I can use webmail or SMTP to send mail)
-all - stops everyone else
You can also use this if you are using your ISP's mail server to send out mail, in this case your TXT record would be something like:
v=spf1 a a:mail.isp.com mx -all
Which as you can see has the A record for your ISP added as allowed to send mail.
In some instances you may also need to add an IP address instead of a domain name, this is also very easy you just use ip4: so to add the IP 1.2.3.4 to our SPF record it would then look like this:
v=spf1 a a:exchange.example.com ip4:1.2.3.4 mx -all
So now we can send mail from all our A records as well as our exchange server and the IP 1.2.3.4 AND all our MX records! Sorted!
SPF - Sender Policy Framework.
SPF is a relatively new way of reducing the amount of spoofed mail being sent around the world. It works by adding a DNS TXT record to the domain identifying the users allowed to send mail from that domain. If the recipients mail server has SPF enabled then it checks the record and the sending server and then processes the mail according to the rules specified in the set-up.
As more and more ISP's/Mail providers are using this (including Altaire) as a way to stop spoofed mail coming into mail boxes I have written this easy (hopefully) to follow set-up guide:
To start with the following will only work if the nameservers for the domain are pointing to our servers (your hosted Name Servers) if not then you will need to modify these instructions for your own use.
For most of you using the default set-up for domains/mail then all you will need to do is switch SPF on within your plans and/or on for the individual domains this will cover you for using our servers for sending out mail (SMTP = mail.domain.ext) as it allows automatically the A and MX records to send mail. Once switched on within the domain you will be given the following options:
SPF mechanism prefix:
Fail
Softfail
Pass
Neutral
Fail
This is the most common usage for SPF, if set here this will allow you to send mail from the A and MX records for the doamin mail.domain.com and from a form on the website for example) and will FAIL all other attempts to send mail (a good thing!)
Softfail
Same as fail except that mail will still get sent but will be marked as not matching the SPF record if the mail has not been sent via the A or MX records.
Pass
Checks the mail for a record but allows anyone to send mail using your mail address (very bad)
Neutral
Doesn't care who sends or from where couldn't say either way!
We would obviously recommend that you use FAIL as this will help prevent the bad guys from spoofing your mail address.
Once submitted you will notice under DNS configuration for that domain that a TXT record has been created that will look something like:
v=spf1 a mx -all
This means that you are using spf version 1 and that the A and MX records for the domain are allowed to send but everyone else is not.
Simple :o)
Now if you are not using the 'default' settings (you are using an exchange server for example for mail) then you will need to create your SPF record manually! I will explain this in the KB article Advanced SPF http://www.logacall.co.uk/index.php?action=kb&article=19
Scenario:
Customer no longer wants mail to go to the shared mail servers but would like it redirected directly to his exchange server.
Solution:
Firstly you need the static IP address of your customers Exchange server, once you have this login to that customers CP.
Once logged in go to Domain Settings / Domain Info - If applicable select the domain you want to edit then select DNS configuration.
In the DNS config screen click on the link "Add DNS A record" (if this option is not available then you will need to edit the plan the user is on and enable "Custom DNS Record".
On the screen that is loaded enter a relevant name (exchange is always good to use!) and in the Data field add the customers IP address then press submit.
Once submitted you will return to the DNS config page where you will see the A record that you have just added, from here click on the "Add DNS MX record" link
On the screen that is loaded leave the name field blank, in the first Data field add a priority* and in the second, larger, Data field add the name of the previosuly created A record (so if you called the record exchange then you will put exchange.domain.com) then submit.
Once submitted you will return to the DNS config page where you will see the MX record that you have just added, once this has been done then your customer will start to receive mail direct to there mail server.
*priority is a number set to determine where mail goes to and in what order, lowest number first. Default for our mail servers is 10. If your customers require a backup so that if they have a problem with there exchange server then mail is picked up by our servers then we would reccomend that you set the priority of the nw record to 5 this way if a failure occurs mail will still be collected, the customer will need to use a POP3 downloader on there exchange server to pickup the missed mail. If the customer doesnot require any failover then you can remove the default MX records and set the priority to the default of 10.
*You can’t add MX records directly by referencing an IP address as MX records can’t contain IP addresses within their DNS entries. In order to add the custom mail record we would need to add an A record to the DNS. From this A record we would then reference the MX record.Example:
Prerequisites:
A) Our custom mail server is on the IP address: 123.456.789.101 and this is our exchange server.
B) The domain name is mydomain.com
1) First add an A record:
Our A record would need to point to 123.456.789.101 with the alias. Therefore we will call the alias: exch.mydomain.com to point to 123.456.789.101.
DNS A records are added by clicking on the “Add DNS A Record” Link.
2) Then add the MX record:
Our MX record will be referenced as mydomain.com. Therefore we would add the MX record as: mydomain.com to point to exch.mydomain.com.
DNS MX records are added by clicking on the “Add DNS MX Record” Link.
DNS configuration Zone: mydomain.com
Name TTL Class Type Data
Built in A records
*mydomain.com 86400 IN A [IP Address]
Restore default A records
Custom A Record
exch.mydomain.com 86400 IN A 123.456.789.101
Add DNS A Record
Built in MX records
mydomain.com 86400 IN MX 10 mail.mydomain.com
Restore default MX records
Custom MX records
mydomain.com 86400 IN MX 1 exch.mydomain.com
Add DNS MX Record
Built in CNAME records
Restore default CNAME records
Built in TXT records
Restore default TXT records
Scenario:
When the client wants to set up their own index pages enabling clients to tell their visitors' browsers which page to load as they hit their domain. Usually, it's /index.html by default, but you can set any other custom welcome page.
Example: If a visitor goes to your site http://www.example.com, the first page to open will be http://www.example.com/index.html. However, if you set /welcome.html as the directory index, the page to open will be http://www.example.com/welcome.html.
Solution:
To set your custom directory indexes, do the following:
If you are using a Unix-based plan, click the Apply link at the top of the Web Service page.
Scenario:
Solution:
This tends to happen when end users signup to plans via the signup link (Which can be found within the reseller’s website).
1.Stopping anybody else form signing up to the plan:
A) Info >> Quick Access >> Plans
B) Switch Off under Signup Access.
2. Defining Billing:
A) Info >> Quick Access >> Plans
B) Under Action – Click on the hammer (Edit) to the desired plan.
C) At the bottom of the screen under settings – you can set prices to the resources that would be used under the plan.
A) Info >> Quick Access
B) Under Settings >> Signup Guard
C) Moderate Everything (Will ask for you to verify the person that signed up to the plan)
Scenario
When logging into Horde and you get the message: "Unable to Retrieve Quota" and you can't view any emails.
Solution.
This error is caused by Email headers not being generated properly from by a sender (Normall caused by spam) . To fix this problem:
1) In the Horde inbox, click on Options.
2) Click on Display Options (Under Other Options in the User Options page).
3) Change "Default sorting criteria:" to arrival time.
Scenario:
You want a folder protected so that you have to log in to view the contents.
Solution:
You can protect a folder by doing the following:
- Login to Webshell (FIle Manager) from within the CP
- Click the protect button at the bottom of the screen.
- From this pop-up box, browse to the folder you want to protect (by clicking folder names) and select it by clicking the folder icon on the left hand side (next to the folder you want), this should start the protect wizard within the pop-up box.
- Follow the wizard to protect that folder.
To remove the protection
- Login to Webshell (FIle Manager) from within the CP
- Make sure the Webshell is set to show hidden files
- remove/delete the password control file from the protected folder (usually called .htaccess or such other name you have chosen at creation time)
To Remove the Protection:Scenario:
You want to add a customers domain but you don't want them to have any control over it.
Solution:
Within your hosting domain CP go to Domain Settings/Domain Info then click the "Add new domain" link then add the domain in the relevant field. Once submitted you will now have that domain under this CP. You can now add mail boxes for that domain and upload the site via ftp.
NOTE: If you wish the user to manage there own domain (FTP create email addresses etc) then they will need to have there own CP login.
Scenario:
You have a customer that wants to be hosted by you and wants to be able to manage his domain(s) himself, upload his own site and create his own mailboxes etc.
Solution:
You need to create a user plan and then sign the customer up to it. This will give the customer a CP of his own which you can then bill automatically and he can log-in to and manage his own domain(s). For more information on plan creation please see the KB article
Scenario:
Customers are paying via worldpay but the control panel isn't notified of the payment being made
Solution:
Log into your WorldPay account and in your account setup you will see a 'callback' URL box.
Enter: http://[YOURBRANDEDCPURL]/psoft/servlet/psoft.hsphere.WorldPay.paymentinto this box replacing [YOURBRANDEDCPURL] with the URL you use for your customers eg:
http://cp.altaire.co.uk/psoft/servlet/psoft.hsphere.WorldPay.payment
Now when the CP emails invoices to your clients with WorldPay links for payment, WorldPay will send this data back to the CP.
Accounts will automatically be updated with payment information which can then trigger automatic account creation (new signups), monthly payments (to save having to check for WP payments before suspending users) etc.
If you use this feature in conjunction with the CP chasing bad debtors for you, you will have a fully automated hosting business!
For those of you who don't know, the CP can chase bad debtors sending several warnings (which you can customise), and then threaten/or actually suspend the debtors web sites until they make payment. Once suspended the user can only log into their CP to view/pay invoices and once paid, the CP automatically resumes the web site. You can turn on/off auto suspend if you wish and if they simply will not pay you can also automate account deletion. The client is kept informed of all actions by email.
For further details click 'settings/managing debtors' in your reseller control panel.
To see your charges by billing profiles for one account, select Billing Statement in the Billing menu.
Balance shows how much money you have on your balance. A negative balance shows how much you owe for the services used. This is usually appropriate for users who pay by check and for credit card users whose credit cards failed to be charged.Credit restricts your ability to buy new resources in case your credit card fails to be charged or you have run out of your 'check' money.
A new bill is created for every new payment interval. The initial setup fee is put in a separate bill.
To view details of any bill in the invoice, click its Description in the first column*To get a printable version of your bill, click the Printer icon in the bill header which will open it in a separate window suitable for immediate printout (version 2.08 and higher).
Scenario:
You've just added a site, and want to check the content using the site instant alias. When you go to the instant alias, you get the default web utilities page.
This has recently happened to a couple of resellers, so here's what to do if it happens to you! You need to be logged into your administrative account to start.
Solution:
Firstly, this normally happens when we have added a new server, for which the you (the reseller) has not yet submitted an alias (so that a DNS record is created for the server, eg: web77.yourreselleraccount.com). This can be added by going to Enterprise Manager->Server aliases. On this screen, you'll see all the servers available to your account, and you may see that some have not been submitted (still show the dropdown). Submit here to add all outstanding servers (you may get errors for older servers, ignore these).
The process above should also create a server Instant alias for each server you have (format is *.N.yourreselleraccount.com, eg: *.98.yourreselleraccount.com). This is a wildcard DNS record, meaning any host on this instant alias will resolve to the particular server (so, your individual site Instant Alias, eg: d404394.98.yourreselleraccount.com - found in web options section of end user CP).
To test whether the site Instant Alias is setup, ping the server your site is on (eg: web77.yourreselleraccount.com) and note the IP address. Then ping your instant alias (d404394.98.yourreselleraccount.com) - this should return the same IP. If it does not, you can force the system to update the server instant aliases:
To do this, go to Enterprise Manager->DNS Manager, then click 'edit' on the right next to your branded domain. At the top of the page you will see an area titled 'Instant aliases for DNS zone...'. Click 'edit' on the right to edit the server Instant Aliases. On this page you'll see all the server instant aliases that have been created. It's likely that your alias (eg: 98) is not listed, and instead the server (eg: web77) will be listed at the bottom. Click the option at the bottom 'Add records to all listed logical servers' - this will create aliases for all outstanding servers.
Once this returns, you should see an entry for your server (eg: *.98...). Wait a few minutes for DNS to update then check DNS (on a site like www.dnsstuff.com) for your instant alias (eg: d404394.98.yourreselleraccount.com) - use the check DNS A record option on dnsstuff. The IP returned should now match the IP you got when pinging the server (eg: web77....).
So that's it? Well, not quite - you may have to wait for DNS to propagate to the DNS servers you are using before you can see the site using the instant alias (that's why dnsstuff is used to check the current DNS records). This may take serveral hours or overnight
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So you have just received an email from Altaire welcoming you in and giving you a long list of things to read, once you have read all the email here is a quick (ish) and simple guide for getting you up and running and hosting lots of new customers! So the first thing you do is login to your account (known as the Top Level Account) this account is used for dealing with us in Altaire for support and also where all your contact information is held. We now see a screen asking you to create an admin account: |
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| this account will be your main Reseller account and will be used for creating plans, for users to sign-up to as well as managing your branding and customer billing information . This account will be the one you spend the most time in. Fill in the details and press submit you will then see a screen like this: |
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Click the login button  and you will be taken to a screen like this: |
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As you can see the Reseller Admin Account looks very similar to the Top Level Account, a few extra menu items but basically the same. The first thing you will notice is that you are required to add your details again (the red writing), this is for your customers benefit and needs to be the details that they will be using to contact you. To add these details follow the instructions: |
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| And fill in your Company details and then press Save: |
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Now we are starting to get on to the really important stuff (and what people tend to find as the most difficult!) Bare with us, you only have to do it the once and its not really that bad! We are now going to start setting up your branded servers and custom DNS, this basically removes all references of Altaire from the equation and once completed and your hosting domain has been added your customers will only see your name servers! The first thing we are going to do is add a DNS Zone to do this go to the E. Manager menu then click on DNS Manager: |
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| And then on the loaded page click on the Add DNS Zone link: |
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In the screen that loads you need to add the following information: In the Name field add your hosting domain (company domain) without www In the Admin email field add the admin email address using a "." instead of "@" so for example admin.myhostingdomain.com In the Allow third domain level domain hosting click the check box if you want to allow your customers to have a tld under your own domain (reccomended) for example: customer.myhostingdomain.com. Leave Master server and Slave 1 server as they are. Click Submit |
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On the loaded page click on the edit icon  and in the following screen click on the Add instant alias link: |
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This section will enable your customers who are transferring a domain or buying a new domain to have instant access to there Control Panel and also let them test the domain before DNS has updated. Click on the Submit button |
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| Now go back to the E. Manager menu and this time click on the Server Aliases link: |
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| On the page that loads there are 2 submit buttons, these alias all our reseller servers to your hosting servers names and creates the DNS Server Aliases click on both the submit buttons in turn (don't worry if some of the servers don't create, these are servers that have been retired from the system), it is advisable to check back to this page regularly and submit as we are always adding new servers to the system. |
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| So that is now all the DNS set-up and ready to go! Now all we need to do is create a System Plan, this is what we sign-up your hosting domain to and where you upload your wonderful new hosting site! To do this go to the Info menu then click on Plan creation wizards |
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For the System Plan you need to use either the Unix plan wizard or the Windows plan wizard depending on your preference, for this example we will be using the Unix plan wizard, there are some differences between each but only very minor things! To start the wizard click on the relevant select icon |
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| Once the wizard has started you will see the following screen: |
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The first thing we need to do is give this plan a name, as this plan is only going to be for your main site account (and any personal domains you want host yourself or any customers domains that you manage completely) it is probably a good idea to name it System Plan. The resources you add for this plan are really up to you, each have a description of what they are which you can get by clicking the help icon We wouldn't reccomend adding everything as there are some things that you don't need and if you suddenly do find that you need something six months down the line, don't worry, you can make changes to plans at any time and they update every user signed up to it! Once you are happy with your selections click the Next button. |
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In the next screen you get a list of Quotas and sizes for the resources, we would reccomend the following: Summary traffic: 10GB Mailbox quota 100MB (this is for each mail user not for the whole plan!) but you can obviously set them to whatever you wish, If you have added databases to this plan then for the quota start at 100MB you can always change it later. Once you are happy with your selections click CREATE System Plan |
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Which will take you to a page something like this:
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We are on the home stretch now, just a few things remaining to be done and then you will be ready to start hosting! Then next thing to do is to sign-up for the plan we have just created, to do this you need to switch the plan we have just created on for sign-up by clicking the |
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| If you go through the sign-up process filling in all the relevant details (this is the last time we promise!), pick a new user name for this account (this account is know as the End User account) when you get to the Domain page: |
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| Select the option - Register a service domain - Choose this option to host the promotional website of your hosting company. then click next, on the next screen |
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| You should see in the dropdown box the domain we set-up earlier when we created a DNS Zone. Make sure that it is the correct domain then continue through the sign-up process, once completed you will be automatically logged in to the new account: |
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As you can see from the above picture all the screens are very similar in appearance which makes the whole system very easy to use. From this login you are able to create all your email addresses and upload your website (either by the FTP Manager or by using your own FTP package using the details in the FTP Manager screen). The only thing left to do now is to go back to your Reseller account and switch off the System Plan for sign-up, this plan is only used to sign-up your hosted domain. For customer sign-ups you will need to create other plans relevant to what you want to offer the customer, this is done in exactly the same way as earlier, you just don't allow a service domain in the plan and switch on the billing! To switch off the plan for sign-up go into the Plans section and click on the on icon |
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That's it! You will never need to do most of that again! Just create a plan or two for your customers to sign-up too (if you want them to have there own Control Panel) or if you are managing the domains completely for the customers add the domains to your End User account and away you go! If you do encounter any problems then please feel free to contact our support team who will be more than happy to help. |
Scenario:
Solution:
There are may ways to do this. These are:
A) Through the CP.Use this feature to redirect your visitors from one web page to another or even to a different website.
To create a redirect in a Unix-based account, do the following:
Unix-based accounts
Entering http://www.examples.com/products into the Redirect from field and http://www.examples.com?param1=yes in the to field, will take all the http://www.examples.com/products visitors to the http://www.examples.com?param1=yes page.
If you leave the Redirect from field empty, visitors will be redirected from any location in the site. In the to field, you can enter URLs with parameters, as illustrated in the screenshot above.
Leave Redirect status as is unless you want to change the default:
Windows-based accounts
In Windows plans, redirect works in a slightly different manner:
Scenario:
You wish to add your own logos/colours/images to the CP
Solution:
Login to your Admin Account, go to Look and Feel / Corporate Logo - here you can add links to your company logo/signup image logo and login image logo from here you can also add HTML code that will display in the top banner, ideal for messages to your customers.
If you wish to customise all the images and banners you can (within reason), to do this you first need to download the images directory (in the dowload section) and then upload to a directory within your domain and unzip, the folder MUST be called IMAGES (in caps) for it to work correctly! Then within your Admin Account go to Look and Feel / Design Settings then click the Change button next to Base Image directory or URL, in the screen that loads put in the URL to the directory ABOVE the unzipped image directory (for example if you uploaded to http://www.yourdomain.com/hsphere/IMAGES then put the URL http://www.yourdomain.com/hsphere/ then make changes to the relevant images WARNING when making changes to images ensure that you make all replacement images the same size and name as the ones you are changing otherwise you will have a LOT of problems! If you make a mistake or your images do not show then clear the URL field and submit then you will be using the shared images again.
Scenario:
Customers see "altaire" in the CP URL
Solution:
Login to your Top Level reseller account (http://www.altaire.com/login)
From the info menu click "Change URL"
You will see a URL similar to: r95.res.altaire.co.uk
Replace this with cp.yourdomain.ext (this domain MUST be the domain you have set-up as your reseller domain, the one you use for your DNS etc)
Click 'Change'
Your customers can now login at the branded URL cp.yourdomain.ext
Scenario:
You wish to have a login form to the CP from your own homepage
Solution:
Insert the following code into any web page of your site:
<form name="hostinglogin" method="GET" action="http://REPLACE_WITH_CP_LOGIN/psoft/servlet/psoft.hsphere.CP">
<p align="left"><input type="hidden" name="action" value="login">
<table width="100%" border="0" cellspacing="5">
<tr>
<td colspan="2"><strong>Log into your hosting account:</strong></td>
</tr>
<tr>
<td>
Username:</td>
<td>
<input type="text" name="login"></td>
</tr>
<tr>
<td>Password:</td>
<td><input type="password" name="password"></td>
</tr>
<tr>
<td> </td>
<td><input type="submit" value="Login">
</form>
Replace REPLACE_WITH_CP_LOGIN with your control panel URL for example http://cp.altaire.co.uk/psoft/servlet/psoft.hsphere.CP
To see your charges by billing profiles for one account, select Billing Statement in the Billing menu.
Balance shows how much money you have on your balance. A negative balance shows how much you owe for the services used. This is usually appropriate for users who pay by check and for credit card users whose credit cards failed to be charged.Credit restricts your ability to buy new resources in case your credit card fails to be charged or you have run out of your 'check' money.
A new bill is created for every new payment interval. The initial setup fee is put in a separate bill.
To view details of any bill in the invoice, click its Description in the first column*To get a printable version of your bill, click the Printer icon in the bill header which will open it in a separate window suitable for immediate printout (version 2.08 and higher).
(Taken from AOL)
Reverse DNS is a way of associating an IP address with its domain name.
The reverse DNS identifier is contained in the PTR portion of the IP Zone File.
The IP Zone File contains all the different ways that your IP and domain name can be associated; each association serves a different need.
Setting ticket priorities and expected response times
**Please refer to the article on support procedure before creating tickets, this will help us help you**
We currently operate 4 priority levels for support tickets:
- Low
- Normal
- Urgent
- Business cannot continue
When submitting a ticket online using the support system, you may set a priority. When you submit a ticket using email
you cannot set a priority.
The support team will assign a priority or change a priority once they have viewed the ticket.
Please review this document before assigning priorities to your tickets and be sensible. Please avoid diluting the process
by assigning urgent or higher categories to trivial issues.
Response times are targets for our team to work to as a minimum, you will often receive a reply more quickly. This structure
helps us to prioritise to tickets so that each request is given the appropriate visibility.
Below we will describe each priority, so that you can understand when to use them.
Examples: CP configuration questions/DNS configuration questions/Domain registration questions
Examples: CP resource creation errors/Configuration issues/Unexpected results/Cannot FTP
Examples: A single element of the customers resources are not functioning - such as no email or website/Expired domain
NOTE: If you are logging a ticket with this priority outside support hours, please wait for your ticket number, then call the support
line on 0871 6661166. Supply your ticket number and explain your ticket is urgent and an engineer will be contacted to investigate.
Examples: E-commerce site down
Support procedure for resellers
This document sets out the procedure you should go through when using Altaire support services.
Support process:
Before contacting Altaire support, you must determine where the problem lies, when it occurs and your
own priority for the request. Below are some guidelines for getting support from Altaire.
Pre-requisites:
To get support from Altaire you must have an active reseller account or support agreement.
You need to have an active account on support.altaire.com (requires registration).
You should have read at least the getting started guide, ideally the PDF manual.
You should be able to understand the basic concepts of websites, email and domain registration.
Who is responsible?
Altaire is responsible for:
- You/your customers website hosting (the platform provided for the website) - excluding domain registration UNLESS Altaire is the registrar
- You/your customers databases (providing they are installed on the system)
- You/your customers email (where the email is hosted on Altaire servers)
- You/your customers DNS (where the DNS servers specified for a domain belong to Altaire)
Altaire is not responsible for:
- Domain registrations where Altaire is not the registrar
- DNS records where Altaire DNS servers are not used
- Configuring any control panel settings which are available within your login
- Email sending where Altaires servers are not used
- Connection issues outside Altaires network
- Your broadband connection
- Your website functionality
- Custom configurations where no specific support contract is in place
- 3rd party software including Easyapps (provided for your use as is)
- Operating system/applications on dedicated systems where no support contract is in place
- Teaching you the basics - FTP/email etc
If Altaire is or could be responsible for all or part of the issue, prepare notes detailing the issue,
these should include:
- A basic description of the issue and how it is affecting you/your customer
- When it occurred/frequency
- Conditions under which it happens
- Error messages received (bounce reports/error codes)
- Why you think it is an issue with part of the Altaire service (Tests you have performed)
- Any other investigation you have carried out
- The priority of the issue
Please do not simply forward your customers email onto us - you should investigate first and gather the above
information before raising the issue with us. This will help us to solve any problems on our systems quickly
without having to gather basic information from you first.
We realise that some issues are very simple from your end, eg: "I cannot see my customers website", but these still require you to do as much as possible to verify that the problem is something we can help with. For example, if
you are unable to see a customers website, make sure you test the basics:
- have you got an internet connection (can you see other websites)?
- is your DNS resolution working (try browsing to website you have not used today)?
- can other people see the website (it is possible that the Altaire security systems can block a specific IP)
- have there been any changes to the website files/settings recently (is the right index page set?)
If the above steps are followed before raising a ticket, then we can give everyone a faster turn-around!
Once you are ready to submit a request:
- Check the knowledge base articles on support.altaire.com to see if the question you have has already been answered
- Check the forum at forum.altaire.com for posts that may be useful
- Login to your account or send an email to support@altaire.com
- You should receive a confirmation email with a ticket number
- All your replies regarding this issue should be to emails from the support system (this makes sure that your issue is tracked properly and all the relevant emails are related to a single ticket number.
Please raise a new ticket for each issue you have - don't raise multiple issues in a single ticket please.
If you haven't supplied all the information the support team need, they will ask for it!
.
, the only things that you need to remember is to make sure you check the box for are Service Domain which allows you to add your hosting domain and also Without billing as you don't want to charge yourself! 
icon, once you have done this you will see a magnifying glass icon 
next to the System Plan link, if you click on this you will then be taken through the sign-up process (this is the same process as when you originally signed up for Altaire, this time however you are signing up to your own company!).
on the System Plan line.