[OLM Support Center] Recently Changed Articles

How can I avoid SPAM?

Fri, 20 Aug 2010 11:09:14 GMT

Problem:

I want to prevent my email from being Spammed and abused

Solution:

The easiest way to get spammed it to publicly display your email address. When you sign up for newsletters, forums, "free" services, etc. your email address is usually harvested and sold in bulk mailing lists.

Unfortunately, spam is a global problem and there is no way to completely eliminate it. Our Administrators have implemented filtering methods at the server level of our shared hosting servers to prevent much of the unsolicited email from reaching your inbox. However, it is a very good rule of thumb to only give out your email address to websites you trust, or that have a thorough privacy policy.

We now offer a cloud based spam filtering solution called Inbox Sentry, which filters spam before it ever reaches your server/domain. Click here to learn more.

What support is included with a VPS?

Fri, 07 May 2010 17:44:49 GMT

Problem:

What support is included with a VPS?

Solution:

Our VPS packages come with support for the server hardware, and network connectivity. OLM will not be able to troubleshoot any third-party application that may be effecting its performance. We do however offer Managed Services which is billable at an hourly rate. More information can be obtained through Sales@olm.net

Restore original configuration

Tue, 15 Sep 2009 12:15:11 GMT

Problem:

I need to have my server restored to its original configuration.

Solution:

It is possible to restore your server to its original state. The hard drive will be reformatted and the Administrators will reinstall the operating system and control panel software. Please be aware that you will lose all data on the hard drive and any customizations that you may have done, either through our Managed Services Department or by yourself, will need to be implemented again. A $25 one-time Administrative fee will apply if you choose to have your server reformatted.

Do you offer monitoring services for your dedicated server accounts?

Thu, 02 Apr 2009 13:45:09 GMT

Problem:

Do you offer monitoring services for your dedicated server accounts?

Solution:

As these servers are self managed, we offer basic ping monitoring for all dedicated services. We do have advanced monitoring you can purchase by visiting http://www.olm.net/websitepulse/index.html.

I had my email on the server and now it's gone. Can you recover it for me?

Thu, 12 Mar 2009 17:19:16 GMT

Problem:

I had my email on the server and now it's gone. Can you recover it for me?

Solution:

If you are using a Plusmail hosting package, the e-mail may have been automatically archived by the server. This only happens in circumstances where your e-mail inbox has filled to capacity. (By default, your users' inboxes will be set to 10 MB on a Plusmail account.) Our technicians can restore the e-mail for you quickly; simply send an e-mail to support@olm.net with your domain name and the email account that needs to be restored.

To prevent disappearing mail in the future, follow these steps.

Make sure to regularly check your email. Be aware that email clients may not actually remove the email from the server unless you specifically enable that option in the client.
If you use Squirrelmail (the web-based email client we provide), move any important e-mails you wish to save into a different folder. Don't leave too many messages in the inbox, especially if they have large attachments.

Ensim/Parallels and Sphera accounts do not have this auto-archiving feature.

Remember that emails are not included in the shared servers' incremental and bi-monthly backups. It is suggested that you download any important emails to your local computer through a POP account for safekeeping. You can choose to leave a copy of the email on the server for a number of days, but always keep in mind that emails left on the server do utilize mailbox storage space.

Do you have tutorials or online manuals for Plusmail/SiteMadeEasy?

Thu, 12 Mar 2009 16:49:56 GMT

We do have a manual available online for Plusmail/SiteMadeEasy users which walks you through the basic functionality of Plusmail and also explains several terms. You can find it at the following URL:

http://www.supportmanual.com/manual/

Can I run Java on my e-Partner or VPS?

Fri, 19 Sep 2008 17:05:17 GMT

Problem:

Can I run Java on my e-Partner or VPS?

Solution:

Java is supported with the implementation of Jakarta Tomcat, which can be installed on any dedicated server or VPS account, including e-Partner accounts. Our Administrators can install this application for a one time fee, however we do not provide any additional support.

If you would like to have Tomcat installed, please visit http://support.olm.net and complete the "Dedicated Server Add-ons & Changes" form (applicable for VPS and e-Partner plans).

Can my clients call your Technical Support Department?

Fri, 19 Sep 2008 17:04:51 GMT

Problem:

Can my clients call your Technical Support Department?

Solution:

To protect the integrity of our resellers, we do not allow your clients to contact our Technicians via phone. This ensures anonymity and protects your identity as the main account owner. Any requests from your clients for phone correspondence will be forwarded directly to you.

What level of support do I get with the e-Partner plan?

Fri, 19 Sep 2008 17:04:34 GMT

Problem:

What level of support do I get with the e-Partner plan?

Solution:

e-Partner plans come full full 24/7 technical support for you and your clients. You, as the main account owner, have access to our Support Department via phone or through our Online Support Desk located at http://support.olm.net.

Your clients will have access to our Anonymous Support Desk, for which a link will be provided to you when your account is setup. All emails sent by your clients through that custom link will be answered by our technicians as if they were your own Support Department. Any sales related questions will be forwarded directly to your attention.

Reseller Technical support covers all aspects of the control panel, network and end user support for your clients.

For customizations or software application installation, please visit http://olm.net/managed-service for information.

Can I add/resell Sitebuilder with my e-Partner package?

Fri, 19 Sep 2008 17:04:11 GMT

Problem:

Can I add/resell Sitebuilder with my e-Partner package?

Solution:

No, unfortunately, Sitebuilder is only available on Ensim shared hosting accounts.

What other services or products am I able to resell to my clients?

Fri, 19 Sep 2008 17:03:51 GMT

Problem:

What other services or products am I able to resell to my clients?

Solution:

For your convenience, OLM offers the following products at discounted rates to our resellers:

Miva Merchant Licenses
Merchant accounts (Card Services International)
SSL Certificates (Geotrust)
Domain Registration (Name Registrars)

For pricing and details, please contact our Sales Department at sales@olm.net or 800-741-6813.

How do my customers get charged? Do you offer billing services?

Fri, 19 Sep 2008 17:03:01 GMT

Problem:

How do my customers get charged? Do you offer billing services?

Solution:

It is your responsibility to charge your clients and collect fees from them accordingly. We do not currently offer any billing services or programs, however there are several available online that you may find helpful.

OLM will bill you monthly for your reseller package, typically on the same day each month, so you may want to coordinate your clients' billing with your OLM bill date so that monies are collected in time.

How many different service plans can I create?

Fri, 19 Sep 2008 17:02:36 GMT

Problem:

How many different service plans can I create?

Solution:

You can create as many service packages as you wish, depending on the needs of your clients.

What should I charge my clients for hosting?

Fri, 19 Sep 2008 17:02:17 GMT

Problem:

What should I charge my clients?

Solution:

OLM does not put any restrictions on what you charge your customers for hosting services. We have priced our reseller packages low enough to allow for a markup but still allow you to remain competitive with the industry.

Changing to VPS from E-Partner account

Fri, 19 Sep 2008 17:01:55 GMT

Problem:

My clients don't need or use the anonymous technical support. Can I change my plan to a VPS?

Solution:

Yes, you can convert your current e-Partner reseller account to a VPS account quite easily. Keep in mind that additional fees may apply for IP addresses and an upgraded domain license if you are hosting more than 20 domains on your reseller server. The transition to VPS is seamless and your clients will see no interruption of service. For more details, please contact our Sales Department at 800-741-6813 or by email at sales@olm.net.

How do I set up the anonymous support desk for my clients?

Fri, 19 Sep 2008 17:01:34 GMT

Problem:

How do I set up the anonymous support desk for my clients?

Solution:

Our Sales Department can send you a customized link that you can provide your clients. You can post the link on your home page to give them easy access to the Support Desk.

What is the difference between the e-Partner plans and a VPS plan?

Fri, 19 Sep 2008 17:01:17 GMT

Problem:

What is the difference between the e-Partner plans and a VPS plan?

Solution:

The e-Partner plans are built on the same platform and technology as the VPS plans. However, the e-Partner plans include anonymous technical support for your end user clients, where the VPS plans do not. With an e-Partner plan, your clients will be able to submit through our online Support Desk through a link you provide them. All responses are sent via email through the desk and are answered anonymously. Any request for a phone call or questions regarding sales related issues will be forwarded directly to you so you can reply to your client accordingly.

Another difference between the e-Partner plans and the VPS plans is that all domains on an e-Partner plan are assigned a unique IP address.

The pricing structure for the e-Partner plans is higher because of these features. If you feel that you can provide your clients the technical support they need, or if your clients are such that they don't require technical help, then you may want to consider the VPS plans as a more cost effective solution for you. However, if you would prefer not to get involved in technical assistance for your clients, then the e-Partner plans are a viable option.

Online tutorials

Fri, 19 Sep 2008 17:00:58 GMT

Problem:

Do you have any help manuals for my e-Partner account?

Solution:

Yes, we do have a number of resources available online for your convenience. You can visit http://olm.net/support/ensim/resellersupport.html for helpful links.

How do I add hosting plans to my control panel?

Fri, 19 Sep 2008 16:49:27 GMT

Problem:

How do I add hosting plans to my control panel?

Solution:

Log in to your Administrator control panel and from the home page, under "Sites" click on "Add Service Plan". You will be able to set disk space limits, bandwidth quotas, email users and more for each service plan you create.

For additional help with your reseller control panel please visit http://olm.net/support/ensim/resellersupport.html for our online tutorials and help manuals. You can also contact Technical Support through the Support Desk at http://support.olm.net.

I'm getting a message that one of my domains is over their traffic limit. How do I increase it?

Fri, 19 Sep 2008 16:49:02 GMT

Problem:

I'm getting a message that one of my domains is over their traffic limit. How do I increase it?

Solution:

You can set the adjust the bandwidth limit for your clients directly through your Administrative control panel. After logging in, click on "List sites" and then find the domain that requires the increase. Click on the yellow pencil icon on the right hand side of the screen to change the configuration. You can set the limit as high as you like, keeping in mind the bandwidth quota that is allocated to your entire account.

For additional help with control panel functions, please visit http://www.olm.net/support/ensim/resellersupport.html for access to many helpful online manuals and tutorials.

Where do I access my reseller Administrator control panel?

Fri, 19 Sep 2008 16:48:41 GMT

Problem:

Where do I login to my Administrator control panel?

Solution:

You can go to https://serverIP:19638/webhost/ to access your main control panel. If you need your login details resent to you, please contact our Sales Department at sales@olm.net or 800-741-6813. An email will be sent to the email address on file.

Control panel version

Fri, 19 Sep 2008 16:47:29 GMT

Problem:

Can I update my control panel version?

Solution:

Yes, you can update the version of your control panel through our Support Department free of charge. The most current version of the Ensim control panel that is available for e-Partner packages is 4.0.3-39.fc.1. If you are interested in EnsimX then you will need to purchase a dedicated server package.

Can I add more disk space to my e-Partner account?

Fri, 19 Sep 2008 16:46:44 GMT

Problem:

Can I add more disk space to my e-Partner account?

Solution:

If you require additional disk space, you will need to upgrade to the next larger e-Partner package. This will also increase the number of domains you can host on your server, your guaranteed resource allocation and your RAM allocation. You can view our current packages at http://olm.net/resellers/.

To upgrade, please email sales@olm.net with your request. Be sure to include your account name and either the original account password or the last four digits of the credit card on file. If you have any questions you can contact a Sales Agent at 800-741-6813.

Can I add Miva to my E-Partner reseller account?

Fri, 19 Sep 2008 16:46:23 GMT

Problem:

Can I add Miva to my reseller account?

Solution:

Yes you can add a Miva Merchant license to any domain hosted on your server. Miva licenses are $15.00/month per domain.

Accounts with an Ensim control panel version earlier than 4.0.3-39.fc.1 will only be able to add Miva Merchant 4 licenses. If you would like to add Miva Merchant 5, you will need to upgrade your Ensim control panel version to 4.0.3-39.fc.1. You can submit a request for a control panel upgrade through the Support Desk at http://support.olm.net.

To request a Miva license for one of your clients, please visit http://support.olm.net and complete the "Dedicated Server Addons & Changes" form. The Miva license will be emailed directly to you. You will also need to enable Miva for the particular domain through your Administrative control panel.

Adding domains to E-Partner account.

Fri, 19 Sep 2008 16:45:50 GMT

Problem:

I need to add more domains but am getting an error.

Solution:

If you are receiving an error when you try to add domains you may have reached the limit for your particular e-Partner account. If you need to add additional domains you will need to upgrade to the next larger e-Partner account. Please view our packages at http://olm.net/resellers/ and contact our Sales Department if you have any questions.

If you wish to upgrade, please email sales@olm.net with your account name and either the original account password or the last four digits of the credit card on file. Be sure to include which package you are interested in upgrading to. The upgrades are seamless and will be done by our Administrators.