TCH Billing Tips!

TotalChoice Hosting has a fully automated billing system. This system allows our clients full access to their billing information. Our clients depend on the ease and accessibility of this billing system. We get a number of questions in our Billing department about billing issues and access. Listed below are some of the more Frequently Asked Questions that I would like to answer. 

How do I update my billing information?
You can reach the billing system through:

http://www.totalchoicehosting.com/modern/


You will need the email address on file in your account and a password. If you do not have this information, you can use the forgot password link. If your email address can not be found then please contact us via our Help desk. The most common reasons for this error are an incorrect email address or you have an older billing account in a different system.

How do I update my Credit Card?
Once you have logged in to your account, go to the top of the page to My Finances and click on Update CC. The system will ask for a password. This is the same password that you used to login to your billing account.

How do I pay my Invoice?
Once you have logged in to your account, go to the top of the page to My Finances and click on Invoices. The current invoice is at the bottom. Click on the Invoice number. At the top is a link to Pay Online. This will pop up a new window to enter your credit card information.

How do I add another hosting package to my existing billing account?
If you wish to order additional products you may use your billing username and password during the ordering process. You will want to select, add this order to my account, during the order process. This will allow you to manage your purchases under one account.

How do I change my billing method?
If you need to switch from Credit card to Paypal or vice versa, please open a Help desk ticket. We will assist with this change.

How can I have my billing in the new system?
This can be achieved through a Help desk ticket. We encourage the move to our newer system and will provide a link to setup a new billing account.

How do I upgrade/down grade my account?
All upgrades and down grades can be done through a Help desk ticket. You do not have to wait until your next billing to do so. This can be done at any time.

I paid through Paypal, why am I still receiving notices that I need to pay?
If you paid using a PayPal eCheck, our system will continue to email you daily until that check clears. Once the eCheck clears, your payment will be marked as paid. We are sorry for this confusion and we ask for you to ignore this email until the payment you made clears

I lost my login for Cpanel. How do I get this?
Please open a Help desk ticket for this issue.

As a security check we ask that you provide us with:

1 – Your full address (Inc. zip code)
2 – your phone number
3 – the last four digits of the credit card being used to pay for the hosting account

The above act as proof of ID, so that we can then reset your password. 

Did you know you can also access the Support Desk through your billing account. Once you have logged in to your account, go to the top of the page to Get Support and click on Contact Support. You can then submit a ticket directly from your account.

Not only will these tips save you time, they make it easier to understand the system. If there are questions that were not addressed here, you can always submit a ticket. We will be more than happy to address your issue.

Manager Notification

In an effort to improve our support services, we have brought back the Manager Notification feature to our help desk. This means if you have a problem that has not been resolved to your satisfaction, then you can escalate it to a manager.

This feature is available for every ticket submitted to our help desk and becomes active once a member of our support team responds to a ticket. Once activated, you will then be presented with a link at the bottom of that ticket stating, “Not satisfied with the support you are receiving? Click here to notify a Manager of your issue.”

This link can be accessed whether you a viewing a ticket from within the help desk or the support section of your billing account. Furthermore, each e-mail reply sent from the help desk will also contain a link to access the Manager Notification feature.

Clicking the link will take you to a short form that when submitted will trigger the following actions:

  • your comment/request is noted in the ticket
  • the ticket is marked urgent and forwarded to management
  • a page is sent out to all managers on duty
  • a manager will review your ticket and respond with a resolution

We hope you never need this service, but if you do we are here and will do everything within our power to correct any issues you are facing.

New Nascar Team!

I had no idea that we had a local Nascar team. Maybe TCH should sponsor a Nascar team!

While shopping at my local Petco store, I saw this car in the parking lot.

A total new use of Duct Tape!

car

car2

car3

Help us help you better

We at TotalChoice have always made it a point to reduce the response time for issues brought to our attention. But there are a few things that you as a client can do to get your issues rectified in a zap. Here are some quick tricks and tips.

Support.

Among the various means to get in touch with us — Helpdesk, IMs, Live Chat, IRC, I would recommend the help desk as the primary. Why ?

1) It is a secure link and you will have peace of mind that your sensitive information never gets compromised. Help desk is accessible only to  TCH employees currently under contract unlike IM, IRC etc.

2) It allows you to enter critical information like Cpanel logins, servername so that we can search and access your account quickly rather than emailing back and forth requesting more info.

3) This info proves the ownership of the account so that we know the request is coming from a legitimate source.

4) Allows all techs, management and of course yourself to track the progress. You can always quote the ticket id via chat or IM to any of the techs at a later stage.

5) Finally the most significant factor, you do not have to tag along or wait online for the tech to check and reply. Just submit the ticket, get a cup of coffee, watch a couple of commercials, get the garbage out etc etc. By the time you are done, we would have responded back to you.

Now, information is a vital part of getting your issue resolved. Most of the time we get tickets like “My email is not working. Please check”. Some of the things that would be running on the tech’s mind would be :

# Is it for a single email account or for the entire domain ?
# Incoming / outgoing or both ?
# Is the issue on webmail (horde, squirrelmail etc) or on email clients like outlook, thunderbird etc.
# Any error messages ?

So include as much information as possible, and steps to replicate the issue including the logins so that we can get into it straight away. The more information you give, more easier for us to identify and correct the problem.

Contact Address

Ensure that you set a valid, working email as the contact id on billing, domain registration and as cpanel contact address. This should ideally be something that is not connected to the domain or the server hosting the account so that you would receive the email even if the server is down or (…ahem…) if the account gets suspended. You can use any of the free providers like Gmail, Yahoo! etc.

The same holds true while submitting tickets, there is no point in submitting one by setting the contact email to a domain / email account that is not working. But of course, you know that already… silly me 🙂


TCH Forums

Our forum — http://totalchoicehosting.com/forums/ — provides a vast array of knicks and knacks which can be used effectively to manage your account. All issues, updates etc pertainting to your server and TCH operations will be reported there. Migrations, upgrades etc are posted well in advance to minimize client issues. All you need to do is sign up and subscribe to the thread designated for your server and any other threads that you feel is needed like General Announcements, Network Maintenance etc so that the alerts reaches you via email.
You can also find members there who are willing to help you out with third party applications, tweaking your site and so on.


HAPPY HOSTING !!

The unlimited truth….

Every one has heard it or read it somewhere. Maybe your friend at work told you about his new hosting plan that gives him unlimited transfer or disk space. My own mother told me the other day that her new email account on her ISP gave her unlimited email space. Well, as you can imagine I was taken back by my own mother falling for the biggest lie ever to be perpetrated on the hosting clients of the world.

The main elements of hosting lately appear only to revolve around how much space and bandwidth is your provider providing. How insane is this?

It really boils down to a few simple truths. The network lines that carry data around the web (optic fiber, cable, copper wire etc) have a finite capacity. There is a limit to the amount of data that can be transferred at any point in time. Likewise, the hard drive of a web server has a limited amount of space determined by the physical size of the hard drive.

So how can companies offer such unlimited plans.  They are tricksters.  Truth be told, read the fine print.  These companies limit the amount of upload time, CPU Cycle Usage, place limits on INODE Usage, and so on and so on.

Now when you read our policies you will find none of these limits.  We do not limit your CPU cycles, or your the amount of files you can store, or limit your FTP sessions to 5 minutes.

My father always told me, some things in life are not what they appear to be.

A few good articles on Unlimited myths can be found here:

http://www.findmyhosting.com/truthunlimited.htm