How To Get Help
ALL Technical Support Requests must be sent to our Technical
Support Request Form. Not only does this form contain the necessary information
that will allow us to distinguish you from our other clients, but it also carries
your request to the current support tech on duty. A link to this form is conveniently
located throughout our web site...we recommend that you bookmark it for easier
access.
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Billing Support
All billing is handled in house by our billing department. If you have any questions
regarding your statement, please contact us at billing@ptmedia.com
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Account Deactivations
There are only 3 reasons we deactivate accounts. 1) Non-payment, 2) Spamming
violations, and 3) Non-compliance of our policies.
We must ask all of our clients to understand that just as they must take measures to protect their business, so must we. We provide hosting services for many individuals and businesses, therefore it is necessary for us to establish Policies and Guidelines that will protect both our company as well as those residing on our servers. If we were to alter our policies and guidelines for each situation that may arise in the course of a month, the reason to function as a business would cease to exist.
If your account has been deactivated due to non-payment, please contact our billing department at billing@ptmedia.com.
If your account has been deactivated due to non-compliance of our policies and guidelines, email us at admin@ptmedia.com and we will review your account. We will more than likely re-activate your account if you will provide us with a Letter of Promise that you will not further compromise our policies and guidelines.
In EITHER case, we will not charge you a reactivation fee for first occurrences. After the first occurrence you will be charged a reactivation fee of $50.00. However, after the third occurrence, you will be asked to locate a different hosting service.
If your account
has been deactivated due to spamming violations you will not have the opportunity
to reactivate your account on our servers. This violation is strictly controlled
by the backbone itself. When this type of deactivation occurs it was done by
the backbone and not Linux Web Host. We have a strict non-spamming contract
with our backbone providers and such deactivations are out of our control. All
spamming violations are deactivated without option of reactivation. This rule
as well as the consequences are set forth before your account is even activated
on our servers, we will not beg the backbone for reconsideration.
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Account Cancellations
When you need to cancel an account, this is done by contacting billing@ptmedia.com.
The information that you provide us will assists us in canceling your account
and the billing for that same account.
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Down Servers
Well it happens and there is not much that can be done when it happens except
to fix the problem, that is if the problem is on our side.
Once you've established an internet connection through your PC, your dial up travels through several points before the actual log in to our servers. If there are any problems, within or at any of those points, it will prevent you from logging into your account. This obviously is out of our control.
However, in the event that one of our servers do go down, we can assure you that we will be aware of it before you are and are working diligently to restore service. You are more than welcome to contact us, but don't be overly anxious if we do not respond immediately, it only means that our hands are full at the moment to correct the problem.
Remember, our online
Technical Support Request Form is the most efficient
means for providing technical support to our customers. You will find a link
to this form throughout our web site. Please do not flood email boxes and telephone
lines with support requests, we can only be sensitive to your needs if you will
do the same for us.
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Down Email
For obvious reasons if our servers are down or if you are experiencing problems
connecting to your account for other reasons not involved with our servers,
your email is not going to work either.
If you can log into your account as well as visit it through your browser, then something is wrong. However, before contacting Technical Support, be sure to walk through the setup of your email client to ensure that you have the correct settings.
Other problems might be due to changing your password recently. Changing passwords for your email and changing passwords for your Control Panel and FTP client are done in separate areas, so if you've done one but not the other, this may be your problem.
If you have checked
your settings and verified that it is not a password problem, submit the Technical
Support Request and we will handle your request promptly. You will find a link
to the Technical Support Request Form throughout
our web site, we recommend that you bookmark it for easy access.
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Before Contacting
Technical Support
Please be sure to use all the resources available to you prior to contacting
Technical Support.