BEGIN FREQUENTLY ASKED QUESTIONS ......

Domain Name Questions

Q. What if I already have a domain name registered and want to use it my newly purchase hosting plan?
A .No Problem! Just have them pointed to our Primary and Secondary Name servers using the settings (DNS Servers) which we provided you in your welcome email. In order to do this you will either need to contact your registrar or use the web based login they normally provide clients and update your DNS Server settings.

Q. Do you offer Domain Name Registrations?
A .As a general rule, its always best to have your domain registered at separate place other than your hosting provider. We do not offer domain registrations, but you can just as easily register your domain names for as little as $8/year. One of the places that offer domain registrations is www.godaddy.om

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Server locations

Q. Where are your servers located?
A . All of our servers are located in the U.S.A. The bandwidth providers and up streams are as listed on the About Us Page.

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General Questions

Q. I see Additional Domains advertised in the front page what does that mean ?
A. That means you can host Additional Domains and have them pointed to a folder on your existing site. Additional domains can have their own content, basic site properties control and read/write permissions. This works out well in instances where you have multiple domains which you want to host on your main site under one account. When you create your Additional Domains, you can also create the corresponding generic DNS entries at the same time.

Q. Are there any differences in features for Additional Domains vs. the Primary Domain?
A. The main difference between Additional domains vs. your Primary domain is that Additional Domains lack advanced features like e-Mail, Statistics, Site Properties and other advanced site control capabilities available with your Primary Domain. But nonetheless, if you're looking to host extra domains for your self or friends, each with their own unique content and do not want to spend extra for a new hosting plan, then this is what you're looking for!

Q. Does Multiple Sub Domains mean I can also host a few Subdomains ?
A. Yes you can host as many Sub domains as you are allowed by your plan under one account. 

Q. How long does it take for me to have access to my account/website once I have signed up
A. Once we have confirm and verified your payment, your account will be activated within the next hour. Payment verification and fraud checks by our merchant processor can take anywhere from 12-24 hours

Q. Are there any manuals for configuring the Hsphere control panel?
A. Yes. you can get the manual at our support page.
[View Manual] 

Q. Are there any manuals for configuring the WCP Site control panel?
A. The manual is under construction at the moment.

Q. Do you offer Money Back Guarantee ?
A. Yes. we practice a standard 14-days money back guarantee policy for all our regular plans in order to ensure client satisfaction

Q. I have forgotten my control panel login password ?
A. You can retrieve your password from control panel login page by going through the "If you have forgotten your password" link.

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Support Questions

Q. What kind of support options do your provide?
A. All support is done via email or our Trouble ticket system. Occasionally we also do pre-arranged live instant messaging for certain issues, clients and instances

Q. Do you provide phone support?
A. No, we're a online company and all support is done via online means. The savings which we achieve by doing so are then passed on to customers through our attractive plan pricings.

Q. How fast are our emails replied to?
A. Depending on the complexity of your support ticket/request and our current load, this can take anywhere from as little as 5 minutes up to 24 hours for 95% of the issues which we receive.
 

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Sales Questions

Q. Am I able to add resources to my account if the resources assigned to me free is inadequate ?
A. Yes you can increase the limit of your resources by your control panel, payment for those resources has to be made first. 

Q. Your plans does not suit me, will you be able to create a custom plan for me ?
A. Yes we are able to create a custom plan for you. The pricing will depend on the components and resources that you use. For enquires about customizing your own plan please E-mail us at info@tokios.com . 

Q. I have signed up for one of your hosting packages. So what's next ?
A. Once we have confirm and verified your payment*, your account will be activated within the next hour. *Payment verification and fraud checks by our merchant processor can take anywhere from 12-24 hours


 

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Reseller Questions

Q. Do you offer any reseller plans?
A. Yes, we offer Plan Based reseller plans

Q. What are Plan Based reseller plans ?
A. Basically, with Plan Based reseller plans, you are allowed to resell an existing Hosting Plan of ours but with a progressive discount structure.

Q. What are the discount structures ?
A. The discount structure is listed on the Reseller Page. The more accounts you purchase through us, the greater your discount structure will be.

Q. How do I manage by resold accounts ?
A. Each resold account comes with their own un-branded control panel. In addition to that you will also be able to manage the resold account through your Master (Main) Account Control Panel login.

Q. Do you remain anonymous to my clients ?
A. Yes, as much as possible. All resold accounts utilize generic Anonymous Name Servers (DNS) that are not linked back to us. In addition, the Control Panel is totally un-branded and does not have any reference back to us.

Q. Who will support and bill my clients ?
A. The reseller is responsible for all support and billing issues for their own respective clients. We will bill you directly and you will bill your own clients.

Q. How do I apply to be a reseller?
A. To apply as a reseller, the minimum requirements are that you must be a client in good standing who has purchased an Advanced Hosting Plan and above. Thereafter, you will need to e-mail us at info@tokios.com with your account name. Once you application has been approved you will then receive a unique Discount Code which you can use during your signup in order to receive the discounts.

Q. How much should I charge my clients for your resold accounts?
A. You are free to charge as much or as little as you deem fit. We have no restrictions.
 
 

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Technical Questions

Q. What is a Control Panel ?
A. The Control Panel mentioned here (WCP Site Control Panel or HSPhere) allows you to administrate and manage your accounts. You can add resources and configure your account settings directly by using the control panel. 

Q. Do you support ASP pages ?
A. Yes all accounts support asp pages 

Q. What about Microsoft .NET technology ?
A. Yes all accounts support full Microsoft .NET technology.

Q. Is ASP mail supported ?
A. Yes. All accounts support popylar components like ASPMAIL 4.0, ASPEMAIL 4.4.0.2 and CDONTS. For a complete list of all components installed please click here

Q. How many MsAccess Databases are allowed?
A . You can create unlimited amount of MsAccess Databases. 

Q. Can I use MsSQL Databases ?
A. Yes, but this will depend on your plan. 

Q. How do I upload my files ?
A. You can upload your files by using FTP client software. The FTP account information will be E-mail to you after you have completed the Order Form 

Q. Can I change the default documents ?
A. Yes you can do so by Logging into your control panel.

 

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E-mail Questions

Q. How many E-mail accounts do I get ?
A. The number of email accounts varies according to your hosting plan. For further information please click here

Q. Can I retrieve my mail by using a browser ?
A. Yes. All accounts comes with web based email

Q. How much space do I get ?
A. The details can be found under each plan. 

Q. How many POP3 account do I get?
A. The details can be found under each plan. 

Q. Can I use mail clients software like Outlook, Netscape Messenger to send and retrieve my E-mails ?
A. Yes, but you need to configure your mail client software settings before you can do so. 

Q. What's my E-mail account username ?
A. Your E-mail account username is "username@yourdomain.com" without the quotes. 

Q. My email client keeps prompting me for my username and password although I am sure I have entered the correct username and password.
A. Please make sure that you are using a valid username. The username for your email client is your email address. If the problem still persist please contact support@tokios.com

Q. I am unable to send out emails from my PC through the SMTP server.
A. In order to prevent abuse and spam, you must enable SMTP Authentication for the outgoing mail server in your e-mail client software. If the problem still persist please contact support@tokios.com

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Backup Questions ?

Q. Do you take backups?
A. Yes, at the moment all servers are backed up at minimum once a week to a second hard-drive on the server. However, as a precaution we strongly advice all clients to keep an updated copy of all their important data and files on their local PCs for further safeguarding. Please note that Tokios backups are no substitute for a local copy of your web and data files!. Customer-requested data restores are $50 per incident.


 

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ORDER/BILLING/PAYMENT Questions ?

Q. What payment methods are available?
A. At the moment we are only able to accept credit card payments. 

Q. How would I be billed ?
A. You will be billed Monthly or Quarterly depending on your plan and payment period selected. 

Q. What would be shown in my credit card statement ?
A. Depending on when you signed up for an account you should see "PaySystems.com, Inc" on your credit card statement. 
 

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