How To Get Help
------------------------------------------------------------ALL Technical Support Requests must be sent via email to support@bizwala.com.
Reseller Support
------------------------------------------------------------All Reseller's are required to support and bill their clients while we support and bill you. Technical support requests must come from the Reseller via email.
Billing Support
------------------------------------------------------------All payments, are handled by our in-house billing department, please contact billing@bizwala.com with any questions regarding your payment or statements.
Account Deactivations
------------------------------------------------------------There are only 3 reasons we deactivate accounts. 1) Non-payment, 2) Spamming violations, and 3) Non-compliance of our policies.
We would ask that 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 and you did not fulfill the requirement of providing us with a new payment method by 5:00 p.m. on the day your billing was due, your account will be reactivated once you provide our billing department with a working method of payment using either your checking account or a new credit card.
If your account has been deactivated due to non-compliance of our policies and guidelines, email us 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 and upon the third instance you will not be permitted back on our servers.
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 Bizwala. 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.
Account Cancellations
------------------------------------------------------------When you need to cancel an account, this is done by emailing support@bizwala.com. The information that you must provide us with is your name, domain name, username, and password.
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, email is the most efficient means for providing technical support to our customers. 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.
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 your site through your browser, then something is wrong either on your end or with your dialup account. 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. Please refer to "8. Changing Passwords" for instructions and details.
If you have checked your settings and verified that it is not a password problem, submit a Technical Support email and we will handle your request promptly.
Before Contacting Technical Support
------------------------------------------------------------Please be sure to use all the resources available to you prior to contacting Technical Support.
