Updated: April 20, 2020
Here is a list of common questions and answers. If you can not find an answer to what you are looking for, please feel free to contact us.
Q. Why does ANS not accept customer from The State of California or from EU Member Countries?
A. Due to operating limitations of ANS as well as the impact of the CCPA and EU GDPR, we will not accept customers from these regions. Providing false contact information to avoid CCPA/EU GDPR will result in ACCOUNT TERMINATION and NO REFUNDS.
Q. Can I do business with The State of California or EU Member Countries?
A. ANS will not block/restrict access to Client’s site from visitor originating from the above regions. Clients are free to do business in above regions with the understand that it is the CLIENT’S responsibility to adhere to all EU GDPR policies.
Q. What is included in the design fee?
A. The design fee includes the initial consultation to discuss what you want to do with your website as well as the construction of your website.
Q. What is included in the hosting fee?
A. We provide the space for your website to “live”. This fee does not include site maintenance or management. However, we do offer a WordPress Complete Site Management service. More information about this service is available on our home page.
Q. What if I need more email addresses?
A. We offer additional email addresses for a low monthly fee of $4.95 per address. We do offer ‘bulk’ discounts for customers needing 5 or more addresses. During your initial consultation we will discuss your business needs.
Q. How long does this all take?
A. Your initial consultation will be about 45 minutes to an hour via a phone interview. We can also do a consultation via email. It is recommended you write down your questions and have these handy during the process. We normally schedule the consultation about 48-hours in advanced. We may send you a questioner which will help guide you through the process. The focus of the initial consultation is to find out what YOUR needs are. You tell us what you want to do and we will work FOR you to get it done. We will at that time provide you with an estimated completion time for your new site (usually about 2-3 weeks).
Q. What if I am unsure or decide I am not ready or don’t want to continue?
A. After the FREE initial consultation we will send you an estimate via email. At this time you will have 24-hours to make payment to get started. This will give you some time to “sleep on it” and decide if this is the route you want to go. If after 24-hours you decided this isn’t what you want to do, then let us know.
Q. I have had my initial consultation and have received my estimate, but I have a question about the estimate.
A. Please reply back to the email so we can address your questions.
Q. I am okay with the estimate and am ready to go, what do I need to do to pay?
A. Please reply back to the email indicating you are ready to continue. We will then send you an invoice via PayPal for 50% of your balance due (which includes your domain registration and/or transfer fees, account/service setup fees). The final 50% is due after we have completed your site and you have given us your final approval. Your site will be live within 24 to 48-hours of the final payment. If you can not afford to pay the final 50% all at once, we can make payment arrangements for an additional cost. Your domain name(s) will be transferred into your own GoDaddy account and site made live once satisfactory payment arrangements have been agreed upon.
Q. How do I pay for my services?
A. Domains, domain transfers and other products are purchased by Al Net Solutions. We will send you an itemized invoice via PayPal to your registered email address. Payments must be made via PayPal and include, credit/debit cards, eCheck and cash (via Coinstar Kiosks). Note: eCheck payments take additional time to be credited to us.
Q. How do I view my account information?
A. Upon setup of your Al Net Solutions account you will receive an email at your registered address with information on how to access your account. You will be able to see the services you have with Al Net Solutions, domain name(s), email address(es) as well as your current balance and payment history.
Q. I have lost my Al Net Solutions and/or my site’s WordPress user name/password. What do I do to get that information?
A. Send us an email from the email address in which you registered with Al Net Solutions. For security reasons username/password requests from unregistered email addresses will be discarded.
Q. My contact info has changed, how do I update this?
A. Please send us an email to update your Al Net Solutions account information. You can update your domain registration information via your Domain Registrar’s (NameSilo or NameCheap) account.
Q. I have lost my NameSilo or NameCheap account information, what do I do?
A. Your NameSilo or NameCheap customer login name is listed on your Al Net Solutions account page.
Q. How do I review my site before it is live?
A. We will provide you with a ‘preview’ URL for your website. Once we are completed, you have given your final approval and paid the remaining balance on your account we will link the site to your domain name(s). Your site should be visible worldwide within 48-hours of your final payment.
Q. Why 1-Year? Can I keep my site for longer or less time?
A. In order to keep our prices low, we ask that you commit to at least 1-year with our domain and hosting services.
Q. But what if my site is only needed for a limited time?
A. We will try to work with you in this case. Please contact us for more information.
Q. My developer wants to move the site to another server, but it has only been a few months. Am I stuck with Al Net Solutions?
A. No. You can move your site elsewhere after 60-days of registration. However, downtime may occur. Refunds will be based on the time remaining in your contract and this will be explained in your estimate and agreement.
Q. What happens after the 1st year?
A. About 60-Days prior to the end of your first year, we will send you an email asking if you wish to continue your services. You may also choose to move your domain and hosting to another provider at that time.
Q. What do I need to do to move my services to another provider?
A. Please reply to the email indicating if you want to move your domain, hosting or both to a new provide so we can better help you with the transfer processes. We do not charge a fee to move your domain, however the new domain registrar will charge you a ‘transfer fee’ which usually includes extending your registration an additional year.
Q. If I want to move my website to another provider what do I need to know?
A. You need to make sure the hosting provider supports PHP version 5 (and preferably on a Linux server) as well as MySQL Databases. Your WordPress site should be able to be moved to another hosting provider without much difficulties. You (or your developer or new provider) will likely need to modify the wp-config.php file in the root folder to get WordPress to talk to the database at your new provider. We will provide you with an FTP login so that you can get download your site contents. We will also provide a copy of the MySQL DB on the server for you. Note: Due to the size of the WordPress installation and database we are unable to email you the files. We can however place the contents on a DVD and send this to you via postal mail. We do charge a $25 fee for this service which includes priority mail postage and handling fees.
Q. What if I get busy and forget to pay you for the next year?
A. If you do not respond to the 60-day email, we will send another email 30-days prior to the end of your first year. If you do not pay us by the end of the 1st year, we will suspend your site and send you another email. We will send you a ‘final notice’ 7-days after your first year. If payment is not received or arrangements made by 14-days after your first year we reserve the right to terminate your service.
Q. Can I still get my site back after the service is terminated?
A. Yes, if you contact us within 30-days from when the final notice was sent. However there will be additional fees involved. If your domain has expired, you can contact your Domain Registrar and see if they can attempt to recover it from the registry and renew it for another year. This typically costs about $100 or you may choose to register a new domain for $15.
Q. Can I have more than one domain go to my site?
A. Yes, you may have as many domains as you like going to your site. The only costs involved is a registration and processing fee of $15-$20 depending on the type (.NET, .ORG, .COM, etc) of domain name.
Q. What if I decided I want a different name?
A. You may change to domain connected to your site at any time. However, you will need to pay a registration and processing fee of $15-$20 depending on the type of domain. Further, since domain registrations are non-refundable, we are unable to offer any refund on the original name. You own that domain until it expires. However, you may sell, rent or give the domain name to someone else. WARNING: If your site is using an SSL there may be additional fees involved to reissue the SSL with the new domain name.
Q. Do I own my website?
A. Yes, the contents of your site are yours. The domain will be registered in your name, but will show Al Net Solutions as administrative and technical contacts.
Q. Do I have access to my domain?
A. Yes and no. In order to keep overhead costs low, all domains are initially registered and/or transferred internally by Al Net Solutions during the design process. After the design process is completed and final payment is received (or satisfactory arrangements made) the domains will be placed in your own NameSilo or NameCheap account. You will receive an email at the address you registered with Al Net Solutions that will contain information about how to access your NameSilo or NameCheap account.
Q. Can I make changes to my site or have someone else make changes?
A. Yes. The sites are built using WordPress which allows for easy customization and editing. You will have an admin user name and password which will allow you to access the WordPress dashboard or back office. You may also create additional users within WordPress who can manage the site for you. You may make any changes you like to your site. However, we do not provide detailed support for using WordPress other than the How-To-Guide we send you upon completion. WordPress does have an online help/tutorial site.
Q. My developer needs FTP access, can I get this?
A. Yes. Please contact us and we will email you this information upon request. Most basic WordPress changes can be done through the Dashboard. Advanced functions such as themes and plugins may require FTP access.
Q. My developer needs access to the (MySQL) Database , can I get this?
A. Yes. Please contact us and we will email you this information upon request. WARNING: Making changes within the database can be risky and can break your site. We recommend your developer backup/export the database before making any changes.
Q. What if I (or my developer) mess something up and the site no longer comes up?
A. Please notify us immediately. Time is very important here. While we do make backups of the sites, not everything is retained for the same amount of time. We will assess the situation and see what has gone wrong.
Q. My site got hacked, what do I do?
A. Please notify us immediately. We will review the situation and see what is needed to fix this. If you can still access your WordPress Dashboard we urge you to change your admin password by clicking on the Users Tab on the left. If you are “locked out” of your dashboard, we can manually reset the password on our end. If you subscribe to our WordPress Complete Site Management service we should be able to get your site restored and back online fairly quickly. More information about this service is available on our home page.
Q. Are there fees involved if you have to repair my site if it gets messed up?
A. May be. Depends on what has happened and why. It may be a simple fix or may be require us to retrieve a backup copy from an earlier date from our service provider. We will assess the situation and inform you what we will need to do and the costs involved. Note: If we have to obtain backups from our service provider we are billed for this service and you will need to pay the recovery fee before we can authorize them to do the recovery. If we are unable to recover or fix your site, we will refund the recovery fee.
Q. What if I have a question that is not listed here?
A. Please contact us and we will be happy to help. Please allow up to 24-36 hours for a response.