Context Help

A DETAILED DESCRIPTION OF THE FUNCTIONS
Visiting the Context Help page is the first step you should take before contacting us through the Ticketing System, by phone or through the Live Chat. We have described in text fields in all the sections of the Control Panel the complete functionality of each section. We call this description Context Help.

To fully understand the logic behind this please do the following:

• Go to the members login page.
  
  
• Log in using your username and password. (You have received your login information with the confirmation mail after you signed up for our services)
  
  
• Each section of the Control Panel has a Help section. Click on the "Hosted Domains" link from the "Site Manager" section. There is a "Help" link in the right corner of the table with the hosted domains. When you click on it, a drop-down window will open with the relevant Context Help. Read carefully the instructions in the relevant Help section and everything will be much easier.

CONTEXT HELP
Depending on the Control Panel page, there may also be context help available. If you are on a specific Control Panel page and want to learn more about it, look for the following links in the right section:

• Video Tutorials - when clicked on, a new window opens with the video tutorial associated with this page
  
  
  
  
• Help - when clicked on, a hidden section displays tips for using this page. When this Help section is opened, the rest of the page below the section is pushed downwards. You can close the open Help section by clicking on the Help link once again.
  

Video Tutorials

For www.eratech.net clients' convenience, we have made over 40 movies explaining the functionality of each section of the www.eratech.net Control Panel (CP).

• Go to the members login page.
  
  
• Log in using your username and password. (You have received your login information with the confirmation mail after you signed up for our services)
  
  
• Having successfully logged into the Control Panel, mouse over the Support link in the top left corner of the navigation menu. A drop-down menu will be displayed with the following options: F.A.Q., Video Tutorials, Open New Ticket, View Opened Tickets and View Closed Tickets. Click on Video Tutorials.
  

The Tutorials open in a new page. Please note that at the bottom of each tutorial window, there are two helpful navigation elements:

• a draggable progress bar, which allows you to go to a specific screen of the tutorial
• rewind, back, play/pause, forward and exit buttons

Review the following list of tutorials to get a clue of what the story is about. The tutorials are arranged in a way that follows the structure of the sections in the web hosting Control Panel.

Site Manager:
Adding a domain name
Deleting a domain name
Editing a domain name
Registering a domain name
Transferring a domain name
Adding a subdomain/virtualhost
Deleting a subdomain/virtualhost
Editing a subdomain/virtualhost
Creating a FTP account
Managing an existing FTP account
Installing/Uninstalling or Fixing broken FrontPage Extensions
Creating/Managing a Password Protected Area (PPA)
Creating/Managing a MySQL database
Adding and Enabling shell access (SSH)
Adding shell access (SSH) support
Enabling/Disabling shell access (SSH)
Purchasing, activating and setting an authenticated/static IP address
Purchasing an authenticated/static IP address
Activating/Deactivating an authenticated/static IP address
Setting an authenticated/static IP address
Modifying custom DNS records
Generating an SSL certificate and Signing Request (CSR)
Using the File Manager
Browsing the File Manager
Deleting files/directories using the File Manager
Renaming files/directories using the File Manager
Copying files/directories using the File Manager
Moving files/directories using the File Manager
Changing directories/files permissions using the File Manager
Uploading files using the File Manager
Creating directories/files using the File Manager
Editing files using the File Manager
Installing an SSL certificate
Uninstalling an SSL certificate
Using the Crontab
Service Upgrades:
Adding more traffic
Adding more disk space
Adding support for additional domain names
Adding more MySQL disk space
Adding support for additional MySQL databases
Upgrading a web hosting account
Renewing a web hosting account
E-mail Manager:
Creating an e-mail account
Deleting an e-mail account
Adding an e-mail alias to an existing e-mail account
Deleting an e-mail alias
Setting an e-mail forwarding
Setting an e-mail forwarding #2
Adding an e-mail filter
Editing/Deleting an e-mail filter
Using the Anti-Spam Protection
Creating a mailing list
Changing the password of an e-mail account
Editing/Deleting a mailing list
Setting an autoresponder to an existing e-mail account
Web Design:
Activating/Deactivating Site Studio
Logging into Site Studio
24/7 Customer Support:
Requesting help through a Support Ticket
Viewing Support Tickets
Using the Help Center

Help Center

We suggest that you visit the F.A.Q. (Frequently Asked Questions) section, in case you did not fully understand the information in the Context Help section or the relevant Video Tutorial.

To find the desired information in our large database of question and answer pairs please do the following:

• Go to the members login page.
  
  
• Log in using your username and password. (You have received your login information with the confirmation mail after you signed up for our services)
  
  
• Having successfully logged into the Control Panel, mouse over the Support link in the top left corner of the navigation menu. A drop-down menu will be displayed with the following options: F.A.Q. Video Tutorials, Open New Ticket, View Opened Tickets and View Closed Tickets. Click on the F.A.Q.
  

1. A page with a search box and a list of topics is displayed.
   
   
   You can now do one of the following:
   • enter a keyword and press the Search Now button to search our database for a solution to your problem and see the result in section 2.
     
     
     
   • click on the request help link. The Request Help link gives you the opportunity to open a Ticket through our support Ticketing System.
     
2. Once the keyword was entered and the search was processed, you must click on the topic in the results list, which corresponds to your problem. The information will appear on the screen then.
   



3. Click on the link that best describes your question to see the answer.
   
   
4. If you did not find your question in the list or did not find the answer to the question helpful enough, please do one of the following:
   
   
   • click on the request help link placed below each answer, or
     
     
     
   • place your mouse over the Help Center in the navigation menu and in the drop-down menu click on the Video Tutorials link to get acquainted to the Control Panel navigation.
     
   
   
   

Ticketing System

Opening a trouble ticket through our Ticketing System is very easy. A support team member of www.eratech.net will help you adequately and you will receive the desired information within maximum one hour after the ticket has been opened by you.

Note: Prior to opening a support ticket, please read carefully the information about the relevant section from the Context Help, Video Tutorials or/and the F.A.Q. sections.

To open a personal trouble ticket please do the following:

• Go to the members login page.
  
  
• Log in using your username and password. (You have received your login information with the confirmation mail after you signed up for our services)
  
  
• Having successfully logged into the Control Panel, mouse over the Support link in the top left corner of the navigation menu. A drop-down menu will be displayed with the following options: F.A.Q. Video Tutorials, Open New Ticket, View Opened Tickets and View Closed Tickets. Click on the Open New Ticket link to proceed.
  
  
  
• The page that opens contains a form that you should complete in order to send a help request, called ticket, to our Customer Support staff. Please fill out all fields as accurately as possible. The more accurate the information you provide, the more precise our reply will be. After completing the form, press the Submit button to send the ticket to our Customer Support staff. You can see the tickets already opened by choosing the View Open Tickets link in the Help Center menu.
  
  Note: The new-ticket form can be reached also if, in the Help Center menu, described in section 3, you choose the F.A.Q. link as it is shown in the following image.
  
  
  In the F.A.Q. section, there is a request help link that will take you to the same new-ticket form, to describe the problem and place the inquiry.
  

VIEW OPENED TICKETS
This page lists all the tickets you have opened, including detailed information about the subject, status and the average response time for each ticket as well as the date on which it has been opened.

In the page that opens, you can see the list of all tickets that you have submitted. You can review the contents of any particular ticket, with a single click on its number, subject, or more info link.

VIEW CLOSED TICKETS
This page contains a list of all tickets that have already been closed.