• Have received confirmation but no details - These will come later, all new sign-ups get sent a confirmation to let them know it is in the queue and then once payment has been confirmed you will be e-mailed a welcome e-mail with all the details. If you have received a confirmation but no welcome e-mail please give it 24 hours before contacting our sales department at sales@basichost.net.

Basic Issues

• Server Paths - These can be found in your welcome e-mail and if you need another welcome e-mail sent you can use your Customer Kontrol Center to do this. They are also available in the hosting account area of the Customer Kontrol Center for your reference. There should therefore be no reason to contact support regarding this issue.
   
• Password Resets - This has to be done by our staff, there is a form available in the hosting area of the Customer Kontrol Center to allow you to do this. If you have not changed it since signing up for the account the old password can be retrieved by using the re-send welcome e-mail function in the Customer Kontrol Center.
   
• Domain Changes - All our clients get reseller privileges to the DirectAdmin panel which means you can therefore add, change or completely remove domains yourself. You do not have to request us to do this at all.
   
• SSH/Telnet Access - We do not offer this for any accounts, never have and never will due to the security implications of doing this. Please do not request this because we are unable to give you access to SSH for any period of time. We may be able to issue shell commands for you if we feel they are safe, so let us know if we can do this for you.

PHP, CGI, Perl & Custom Scripting/Programming

• Custom Scripting - We cannot debug or look at your scripts in any way. We will ensure our libraries are available and functional and it is your job to make your scripts work with them.
   
• ASP - We do not support ASP or provide it on any of our servers. Sorry.
   
• PHP Safe mode -  All of our accounts have safe mode turned on by default, if your PHP script doesn't function because of a safe mode error we will replace it with open_basedir security but we will not disable both for you. If you find your PHP script will not function without both being disabled then it is an insecure script and should be avoided.

FTP, FrontPage and File Management

• FTP Access - We will check that FTP access is available at all times but we cannot teach you how to upload to your web space. There are a number of available FTP programs available at places like download.com which will provide you with documentation on how to use the software and upload to your web space.
   
• FrontPage - We provide FrontPage extensions on our servers but it is up to you to make these work through the Directadmin control panel. We do not know how to use the FrontPage software and therefore provide FrontPage extensions for customer use if they understand how they are used and how permissions are managed. Often a choice has to be made between FTP and FrontPage and it is up to the customer to make that choice or risk breaking file permissions. FrontPage is a Microsoft product and you should contact them for any support you require.
   
• File Ownership - If files have been uploaded using scripts on your website and have become owned to the web user and therefore not able to be changed, updated or deleted by you then please contact our support team to have these owned back to your account. We will gladly do this for you. If this is a recurring problem we will create a script to do this automatically on your domain.
   
• File Permissions - Our servers support CHMOD permissions. You can set these on directories and files via FTP. You are able to do this yourself and it is up to you to ensure your files have the correct ownerships to keep them secure and make your scripts work. We will not be able to fix permissions problems to make your scripts work, this is up to you.
   
• Htaccess Files - Our servers allow these but it is up to you to know what is going to work and what will not break your site. We will not be able to help you with this. If you mess up then you can create a blank .htaccess file and upload it to your web space which should make your site work again. You will not be able to see htaccess files in your FTP for security reasons.

E-Mail and WebMail

• Squirrelmail - We provide Squirrelmail on an out-of-the-box basis. We cannot add custom configurations, add-ons or skins to it since it is a server-wide installation. If you wish to customise Squirrelmail then it is up to you to install your own version in your web space and manage it yourself.
   
• POP3/IMAP Access - We provide this on an as-is basis, we know it works, if it stops functioning on a server level we will solve the issue but we cannot help with the configuration of your e-mail client. It is up to you to follow the help guides that come with your e-mail application to know how to setup your e-mail box. Our DirectAdmin panel allows you to setup mail facilities for yourself, users and forwarding accounts as well as auto responders. We cannot help with the management of any of these features, though the DirectAdmin guides do give lots of information on this.

MySQL and Other Database Issues

• Connection Failed Issues - We will ensure our MySQL server is online and responding and ready for queries but we will not be able to find out why your specific script cannot connect to the database. Simply ensure you keep the host as localhost, you use the username and password and database name that you setup for the database in the DirectAdmin panel and it should work correctly. If you wish us to we will verify that we can connect to your database on our servers should you believe our servers to be the issue.
   
•  External MySQL Connections - We are unable to provide this on our servers at this time due to the added security threats it creates. We do allow you to connect to outside databases in your scripts running on our servers though.
   
• We provide a shared MySQL server on each server for your use. If you are unable to create a certain username or database name it is likely already taken, in this case you should choose different details to use for your database.
   
• Forums and Other Database Scripts - We will not help in the installation or configuration of all pre-scripted or custom-coded scripts that you choose to install. We have tested most scripts on our servers and have found no scripts that simply do not run, if you are having issues it is likely you are using the wrong details and you should check the community forums or the software creators website to find a solution to your particular issue.
   
• Database Administration - We provide PHPMyAdmin for database administration on our DirectAdmin servers which provides you access to all the functions you need to manage your database. It is up to you to know how to use this program and be able to manage your database. we cannot manage your database for you.
   
• Database Backups/Restores - If your database needs to be backed up or restored and the dump file is too large for PHPMyAdmin to handle we are happy to do this for you, simply send an issue to us containing a link to the file in your web space, the username, password and database name of the database that you have created for it and we will do this for you.

DNS & Domains

• Own Nameservers - If you decide to register your own nameservers for use with BASICHOST or use an off-site DNS server please be aware that if we ever change server IP addresses we will not be responsible for notifying you personally about this. We will release new IP address information as required but it could mean you get less notice and have to manage the updating/changing of nameservers yourself.
   
• Changing Nameservers at external Registrar - By having an account at BASICHOST we assume that if you own a domain elsewhere and wish to use it with BASICHOST you'll know how to change the nameservers for that domain to use the ones given to you by BASICHOST. We will not be able to change your domains nameservers for you unless the domain has been registered by us.