Domain Name Registration Supports
Contact Us Online
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IMPORTANT INFORMATION
This page contains vital information that everyone needs to know to successfully manage their email. Even if you are an email veteran or you've used other email services in the past, please take a moment to review this page. The information here will be useful to email users at all experience levels.
MANAGING YOUR EMAIL ACCOUNTS:
Keep in mind that email addresses at yourdomain.com will only work as long as yourdomain.com is an active domain name. If you have just opened your account it may take a couple of days before your domain is active and email at yourdomain.com starts to work.
YOUR DEFAULT EMAIL FORWARDING ACCOUNT
Believe it or not, you don't have to do anything to get email addresses at yourdomain.com to start working! When your account is activated, a special Default Email Forwarding Account is automatically set up that forwards all email messages addressed to anything @yourdomain.com to the email address that you provided when you applied for the account. In the future, if you create specific email addresses that go someplace else, email for the addresses that you have not yet configured will still be forwarded through your Default Email Forwarding Account.
Take a moment to make sure that your Default Email Forwarding Account forwards to a valid Internet email address! Do not set it to forward to an address at yourdomain.com if you have not yet created that address or your domain name is not yet active. If you set your Default Email Forwarding Account to forward to an invalid email address, it will result in the loss of email!
If you would like to change the address to which your Default Email Forwarding Account forwards to, Email Settings to support@namecow.com .
THE MASTER POP ACCOUNT
Put briefly, The Master POP Account is an alternative to your Default Email Forwarding Account. You might chose to use it if you don't have an email address that you would like to use for your Default Email Forwarding Account, or if you would just rather have your unconfigured email addresses sent to a POP box.
To activate your Master POP Account, simply remove the forwarding address from your Default Email Forwarding Account. (See above.) By removing the default mail forwarding address, all mail addressed to your domain can be retrieved from the Master POP Account rather than being forwarded.
When you retrieve email from the Master POP Account, the popID and password are the same as your account userID and password. If you create additional POP email accounts, do not to use your account userID for any of them because it is already taken by the Master POP Account. For more important information about using POP accounts see POP Email Accounts and How to Configure your Email Program.
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HOW DOES IT WORK?
The process by which files are transferred from your local computer to the web server is called "FTP" (File Transport Protocol). You have unlimited access via FTP 24-hours a day. As such, you can create and maintain your web pages on your own computer and upload files to your web site at your leisure. Some website creation programs incorporate FTP into their functions. If your website software does not include FTP (upload) capabilities, or you do not use such software, you will need to use an FTP program to upload your files.
Below is a list of useful FTP programs including links to documentation on how to use each program.
Microsoft FrontPage Users
Customers with Microsoft FrontPage extensions installed on their sites should use only the FrontPage publishing feature to transfer files. Using regular FTP can corrupt the extensions, disabling the functionality of the FrontPage web and requiring that the site be deleted to reinstall the extensions.
VIEWING WEB PAGES IN ONLINE
Webmasters often modify HTML documents and re-upload it to the server. After returning to their web browser they click RELOAD only to find the original document unchanged. This is a common occurence which happens because most browser save information so they don't have to download it again. It can be remedied, depending on your browser, by clearing your browser's cache, or deleting the temporary Internet files. The location of this option is different browsers. Use the help menu in your browser if you do not know where it is.
WHAT SHOULD I DO IF DENIED ACCESS VIA FTP?
- If you can access your account Control Panel, but cannot access your account via FTP, the FTP configurations may be incorrect.
- If you are denied access AFTER entering your userid and password, you may be using the wrong password. Check the activation notice sent to you via email when the account was first set up. If you changed your password and it doesn't seem to be working, contact support to reset your password.
- If you cannot connect at all, or connect and then "hang", there may be problems with connectivity. You can test your connection by going to http://www.yourdomain.com/cgi-bin/secure/trgw-s while still connected to the Internet. This program will take about 15-20 minutes to generate a report. You will need to send the results to us so we can help you track the problem.
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BILLING
We bill at quarterly increments and require a minimum three month contract. We accept American Express, MasterCard and Visa cards.
HOW DO I CHANGE ACCOUNT BILLING FREQUENCY AND MODE OF PAYMENT?
An e-mail will be sent to you about 20-30 days prior to your next billing date at which time you can request a different mode of payment. Please e-mail accounting@namecow.com for assistance with updating your account.
HOW DO I UPDATE ACCOUNT CONTACT INFORMATION?
You can change your billing address and e-mail address in your Control Panel. If you have a change of e-mail address, be sure to reflect this new address in your mail forwarding options in Account Settings.
WHAT IS YOUR RENEWAL PROCEDUTRE?
If you would like to receive a hard copy of your renewal invoices in addition to the renewal e-mail invoice, please take this opportunity to update your Edit Account Information page. Simply change the Invoice Delivery field to snail mail or fax, and your next renewal will have a hard copy invoice either mailed or faxed.
Renewal billing batches are generated every business day, Monday through Friday, for the previous day's renewals. That same day, an e-mail invoice is sent to each customer renewing in that batch. The batch is held open for three days to process changes and is then closed. The customer's credit card is then charged for each transaction in the batch.
We do not bill in advance of the next bill date. Our invoice date is the renewal date. If we were to bill in advance, it would affect the accuracy of our accounting periods.
WHAT WILL IT COST TO UPGRADE/DOWNGRADE MY ACCOUNT?
Billing for Plan changes is processed within 30 days from the date of the change. You will be charged the setup fee of the account to which you are changing. Additionally, the monthly rental fees will be prorated based on the time remaining in your billing cycle. The credit card on file will be charged for the plan change within that 30 day window.
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APPLIES TO ALL PLANS
We bill at quarterly increments and require a minimum three month contract. We accept American Express, MasterCard and Visa cards.
Each of our Web hosting plans carries a 30 day money back guarantee. If you are not completely satisfied with our services within the first 30 days of your contract, you will be given a full refund of the contract amount excluding setup fees and overages.
Setup fees are refundable for the following reasons only: (1) the account order is canceled prior to activation; or (2) the domain name was not available at the InterNIC.
This policy does not apply to any additional services such as overages, additional disk space, additional pop accounts, etc.
All cancellations must be received in writing as per the deadlines indicated; regular mail, e-mail and fax notifications are acceptable. Phone requests will not constitute acceptance of any cancellation.
REFUND POLICY FOR RENEWALS
Renewals of Web hosting contracts will be refunded if we are notified within the first 10 days following renewal date. No refunds will be granted for notifications received after this date.
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RESTORATION POLICY
The tape back-up system is in place primarily as a disaster recover system in case of a server crash or some similar catastrophe. As an added service, we do provide restoration of customer files when requested -- however, these requests can only be fulfilled during those times that the tape drive is not busy backing-up the servers. This means that there are a very limited number of hours per day when we can do restorations, because that process runs for much of each day. If we happen to get several requests for restorations, or if those requests involve a large number of files -- then we may not be able to complete all of them in the time frame available, meaning a delay of up to 24 hours before the next opportunity.
Cost to restore a site: $50 per hour, minimum one hour.
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ABUSE AND POLICY VIOLATIONS
- What is your SPAM policy?
- What types of bulk e-mail are acceptable under your policy?
- Can I advertise using a targeted e-mail list I purchased?
- Does it violate your policy to send bulk e-mail through another provider?
- I have not received a response from you in two days, what are your hours?
- Whom do I contact about bulk e-mail sent to my domain that I host with you?
- How do you handle complaints about your customers?
- The site advertised in this UCE is only showing a root directory, is this web site active?
- How do you handle trademark/copyright/intellectual property disputes?
- What is your refund policy regarding policy violations?
If you have any questions about our policies, please contact our Abuse department at abuse@namecow.com
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E-MAIL RESTRICTIONS
It is often asked why we have a policy against unsolicited e-mailing, or why we restrict bulk e-mailing. A general overview of our reasons are listed below along with some links that can clarify the situation.
Unsolicited e-mail, commonly know as "spam" is one of the more heated issues on the Internet. It is considered a breach of Netiquette and often generates more complaints than sales. This is partially because of the tremendous number of unsolicited e-mails received by some individuals (often more that 50 per day), and partially because of the damage and expense the advertising method itself causes.
Large providers who can do several million e-mails per day can cause hundreds of dollars in bandwidth charges a day to local Internet Service Providers (ISP's). This cost can cause incredible damage to a small company. Especially when it is taken into account that conservative estimates state that approximately 20% of all e-mail sent across the Internet is unsolicited.
This does not include the cost of additional mail servers, staff handling the problems this additional e-mail causes, or on-line time taken up to download and read all the e-mail messages. These costs ultimately get passed on to the consumer, who never requested the e-mail in the first place.
Many other problems are generated when the UCE senders try to avoid the hassles of bounced e-mail and complaints by spoofing and forging header information. The bounced e-mail is often sent to an unsuspecting, innocent user, who often has to bear the brunt of angry victims. In a further attempt to hide their identity, some "spammers" hijack third party servers, sometimes causing server crashes and system damage, as well as the additional data transfer cost.
This sort of unsolicited advertising is also against the policies of our upstream providers, Sprint, UUNet, and MCI. Their policies are listed among the links below. By allowing our customers to violate our policy we would be violating our contract with our providers and risking disruption of service.
This barely begins to scratch the surface of the "spam" issue. Further information can be found at the sites listed below:
Back Up
COMPLAINTS PROCEDURES
The Abuse Team investigates all complaints about the sites we host. In order for an unsolicited e-mail or newsgroup abuse complaint to be considered, however, it must have the full header information for verification purposes.
We are currently operating under a "three strikes" procedure in which we warn, suspend, then delete accounts which violate our policy.
It is very important to remember that often times unsolicited e-mailings forge header information and innocent domains are caught in the angry crossfire that follows. Please remember that just because a domain name we host may show up in several unsolicited e-mailings they do not necessarily have anything to do with them.
Allegations of trademark/copyright infringement and intellectual property disputes are handled under another policy. Domains found to have engaged in "mailbombing" or other serious or damaging breaches of policy can be suspended or deleted with no warning.
Back Up
POLICY VIOLATIONS AND REFUNDS
Any customer who has been suspended for a violation of our policy will no longer be eligible for the 30 day money back guarantee. Our 99.9% uptime guarantee would still be in effect, although the time spent in suspension would be considered uptime.
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ROOT DIRECTORY
It is often asked why the advertised domain in a bulk e-mailing is "still active, but showing only a root directory". This is because the account is suspended. Often times it can take several days to sort through the ramifications of deleting a site for a violation of policy, and the site will be kept in this status until such a time as the account is deleted.
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BULK E-MAIL
Our Accepted Uses Policy forbids the transmission of certain types of e-mail. There are many reasons for not accepting bulk e-mail which are outlined in the unsolicited e-mail (UCE) FAQ. Bulk e-mail can be acceptable under the circumstances outlined below:
1) You should have a prior relationship with the person receiving the e-mail, and they should be aware that they will be receiving e-mail from your domain.
2) If you have a subscription list, there should be a confirmation e-mail sent to the address before that address is added.
3) There should always be a way to quickly and easily unsubscribe from the list included in each e-mail, and all unsubscription requests should be quickly honored.
4) A valid "From:" and "Reply to" address must be included with each message.
The following items would violate our policy:
1) Any kind of forged header information.
2) Lists which include "harvested" addresses.
3) "Targeted" e-mail lists.
4) Using a script on your site to send bulk or unsolicited e-mail.
5) Using an autoresponder at your site to send bulk or unsolicited e-mail.
Please note that this includes all domain names, IP addresses, and e-mail addresses at a site.
Back Up
RECEIVED BULK E-MAIL
Occasionally our customers run into a particular bulk e-mailing company, or particular message that comes in repeatedly. Since we do track all incoming unsolicited e-mail complaints and block repeat offenders, we ask that you forward these complaints to us as well as complaining to the sender.
When sending a complaint to the Abuse Team, please make sure to include the full header information ("Received From:" lines) so that we can trace the source of the message.
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ABUSE TEAM HOURS
Our Abuse Team is currently available by phone midnight to 8:00 AM Eastern US time. Some information is available during the day by contacting our customer service department.
All complaints should be directed to abuse@namecow.com, and only specific questions should be directed to customer service.
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OTHER PROVIDERS
It is important to remember that unsolicited e-mail is often found very offensive, and the fact that we host a domain can easily be traced. Almost all ISP's and IPP's block e-mail from domains associated with unsolicited e-mail, and more importantly it is against the policies of our upstream providers to allow hosting of web sites or e-mail addresses of customers who spam.
Back Up
"TARGETED" LISTS
One of the many types of e-mail address lists for sale today is the "targeted" e-mail list. These lists are compiled using various methods in an attempt to reach a specific audience who, in theory, would be more interested in the product of service being offered.
Unfortunately these lists are still unsolicited and therefore violate our policy. We do not allow these lists to be used to promote domains, IP addresses, or e-mail addresses that are hosted on our servers.
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DISPUTES AND ALLEGATIONS
We are very sensitive to the Internet related issues often raised about web sites we host. These include trademark/copyright infringement, improper advertising, and a few others. We are willing to help resolve these issues between the complainant and our customers, but cannot act as judge and jury or delete every account accused of violating the law.
We suggest the following:
1. If our client does not respond to your cease-and-desist demand by your deadline, please forward our name, address, email, etc. to your counsel so we may cooperate in resolving the matter without litigation.
2. Through your counsel, or the legal branch of the appropriate local, state, or country authorities, please inform us as to how our client responds to your demand. Although our client may express an opinion to us regarding your claim(s), the only response that counts is the one our client sends to you--and we will not necessarily receive a copy of it.
3. If the response from our client is unsatisfactory to you, we will work with your counsel or the legal branch of the appropriate local, state, or country authorities -- if he or she is willing -- to agree upon the wording of an injunction which will legally require us to remove the offending web site. If we can agree on the wording of the injunction, we will not oppose your motion requesting it.
These are guidelines and suggestions, each case is always handled on an individual basis.
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SSL SECURE SERVER
SSL stands for Secure Socket Layer. It is an emerging standard developed by Netscape Communications to transfer information securely across the Internet. SSL will enable your customer's browser to connect to your web site and transparently negotiate a secure communication channel. Once this connection has been made, information, like credit card numbers, can be exchanged securely.
Please note that SSL does not include software to process credit card transactions. Although you can securely receive credit card information through SSL, actual processing of the credit card will require a "Merchant Account" from an accredited financial institution.
2 WAYS TO UTILIZE SSL:
Option 1 (not available on NT)
Use our SSL digital certificate. This is a FREE option for Plan 2 and higher UNIX accounts. The only drawback is that you will need to use our domain name in any secure URL: https://wwwXX./<your-userID>/orderform.html
Option 2
Obtain your own Digital Certificate from Verisign. This will allow you to reference a secure URL using your own domain name: https://www.YOUR-DOMAIN.com/orderform.html
HOW TO IMPLEMENT AN SSL SECURE CONNECTIONS:
If you have a link to an order form, for example, from your home page, you would need to use a URL similar to following:
- https://wwwXX..net/<your-userID>/orderform.html (XX = server number)
(if you are using our digital certificate)
- https://www.your-domain.com/orderform.html
(if you have your own digital certificate)
The "s" in https:// suggests an SSL related file. Substitute the path to the order form starting with user directory name. If your account resides on server #2, you would need to use https://www02.vwh1.net/userid/form.htm or 03, 04, etc. respectively depending on which server the secure form resides.
If the secure form calls a cgi script, you must also reference that script securely.
- <form method="post" action="https://wwwXX.vwh1.net/<userid>/cgi-local/order.cgi">
(if you are using our digital certificate)
- https://www.your-domain.com/orderform.html
(if you have your own digital certificate)
Note: If you upgrade or downgrade your account and a server change is required, you will need to update your URL links to reflect a new server number.
RETRIEVING DATA FROM SERVER
As mentioned above, the secure environment refers to the transmission of information between web browser and web server. We suggest that you have a script written to save the submitted form content to a text file. In so doing, you can reference the text via secure URL and retrieve its content (e.g. credit card information) securely via the web thus completing the loop.
- https://wwwXX.vwh1.net/<userid>/datafile.txt
(if you are using our digital certificate)
- https://www.your-domain.com/datafile.txt
(if you have your own digital certificate)
To protect the data from unauthorized web surfers, you can store the data file(s) in a password protected directory.
An alternative is to have the submitted form content sent to you via e-mail. If your form references a custom script, you will need to reference the script securely. E-mail messages are not secure, unless you encrypt them using a third-party encryption program such as PGP.
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WEB SITE AUTHORING
Microsoft FrontPage
The fast, easy way to create and manage professional quality Web sites.
BBEdit
If you are a Mac user who codes your own HTML, then BBEdit is the ultimate tool for you. Its multi-file search and replace capabilities are extraordinary.
GoLive! CyberStudio
The awards keep rolling in for GoLive CyberStudio, a visual Web authoring tool exclusively for Macintosh users.
Web Site Garage
After you create your Web site, tune it up with the Web Site Garage. Useful service will test browser compatibility, load times, dead links, link popularity, spelling, and HTML validation.
FILE TRANSFER
WS_FTP
For transferring files to or from our servers, we recommend using an excellent shareware program for Windows called WS_FTP. You can download this program directly from our server: WS_FTP LE: 16 bit version, 32 bit version.
Fetch
For the Mac, we recommend using: Fetch
E-MAIL
Eudora 5.1.1 for Windows
Eudora 5.1 for Mac
Eudora Light is a Freeware mail client for Macintosh and Windows platforms.
GRAPHICS PROGRAMS
Adobe Photoshop
The ultimate graphics program used by nearly all graphic designers and a recommended tool for anyone serious about Web design.
Corel Draw
A complete suite of powerful graphics applications and supporting utilities.
PaintShop Pro
PhotoImpact
A complete web graphics studio.
GRAPHICS UTILITIES
Ulead WebRazor
A set of indispensable graphic utilities including GIF Animator, Web Plugins for Photoshop, SmartSaver, Photo Explorer, Photo Viewer, and Screen capture.
GRAPHICS / CLIP ART / STOCK PHOTOGRAPHY
DesktopPublishing.com
PhotoDisc
Adobe Studios
Corel Photo Studio
ArtToday
IMAGEMAPS
MapEdit
MapEdit is a WYSIWYG editor for imagemaps, available for Microsoft Windows and the X Window System. Use Mapedit to generate, or convert to, NCSA, CERN, or client-side map files.
MapMaker
MapMaker is a full featured Macintosh imagemap editor.
Clickable Image Map Maker®
An online utility to create the HTML code for client side image maps.
MULTIMEDIA
Adobe Acrobat
Create files users can view, navigate, and print across all major computing platforms. Distribute marketing documents electronically to be viewed and printed anywhere - exactly as created..
Macromedia Shockwave/Flash
Make your Web site come alive with games, animated interfaces, interactive ads and demos, streaming CD-quality audio for music and speech, instructional and educational presentations.
USAGE STATISTICS
WebTrends
WebTrends generates reports which include statistical information as well as colorful graphs that show trends, usage, market share and much more! Download a FREE copy of Virtual WebTrends V4.0!
NetIntellect
NetIntellect, a powerful 32-bit windows 95/NT based log analysis tool, generates reports that reveal critical statistical, geographic and marketing trends in the usage and performance of your Web site. Customers can purchase a fully functional NetIntellect v 2.5 (including CD-ROM and Printed User Manual) at a special discounted price.
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COMMON TERMS
Anonymous FTP
Allows visitors to upload and/or download predetermined files from designated directories without usernames or password. This is different from "FTP access."
Autoresponders
Sends an automated email response to incoming email sent to a specific address. One autoresponder per email address. e.g. Visitor X sends an email to sales@namecow.com. Autoresponder sends an prewritten message to visitor X automatically.
CGI script
Used to supplement basic HTML to make your website more interactive and functional. e.g. hit counter, guest book, order form, and etc. You as our customer have free access to our library of CGI scripts that will enhance your website. Most of our plans come with its own local cgi-bin to store custom cgi scripts that you may have written or found else where on the web.
Connectivity
Digital Subscriber Line (DSL)
DSL is a technology that delivers high-bandwidth information to homes and small businesses over ordinary copper telephone lines. Assuming your home or small business is close enough to a telephone company central office that offers DSL service, you may be able to receive data at rates up to 6.1 megabits (millions of bits) per second.
Cable Modem Access
A cable modem allows you to hook up your PC to a local cable TV line and receive data at about 1.5 mbps. This data rate exceeds that of the prevalent 28.8- and 56-kbps telephone modems. Cable modems attach to a coaxial cable line to communicate with a cable modem termination system at the office of the local cable TV company.
Integrated Services Digital Network (ISDN)
ISDN allows for digital transmission over ordinary telephone lines. Home and business users who install ISDN adapters (in place of their modems) can download data very quickly (up to 128 kbps). ISDN is available from your phone company in most urban areas.
Dial-up Internet Access
Dial-up access to the Internet is provided via an analog modem. These modems are available in many different speeds: 14.4 kbps (kilobits per second), 28.8 kbps, 33.6 kbps, and 56 kbps (a.k.a. 56k). Analog modems support various standards as well; however, this is irrelevant now that the V.90 modem standard has been adopted as the global communications standard by the ITU (International Telecommunication Union), a United Nations agency.
CyberCash
Used for secure processing of credit card transactions. It works with all popular browsers in the market and other Web store software applications.
Detailed Usage Statistic/ Access to Raw Log File
We give you a detailed graphical and tabular usage statistics of your website grouped by weeks, days, and hours so you can track how many hits you are getting, from where those hits are coming from, which page is the most popular, how much data transfer is occurring, and more. You also have access to raw log files so you can analyze the usage using even more sophisticated programs.
Disk Space
Used to store everything related to your website such as your regular html files, images, multimedia files, anonymous ftp files, POP mail messages, cgi-scripts and any other files that make up your website.
Domain Alias
Allows additional domain names to point to your website. e.g. Company X registered two domain names, A and B. It decides on A as its default website. Then domain B becomes a "domain alias" of domain A. Whenever someone types in domain B, he/she/it is automatically "pointed" to domain A.
Domain Name
Basically an easy to remember internet address in plain alphabet which computers will translate into an ugly IP address which is a long set of numbers. e.g.NameCow.com and .com A more formal definition is below:
"An addressing construct used for identifying and locating computers on the Internet. Domain names provide a system of easy-to-remember Internet addresses, which can be translated by the Domain Name System (DNS) into the numeric addresses (Internet Protocol (IP) numbers) used by the network. A domain name is hierarchical and often conveys information about the type of entity using the domain name. A domain name is simply a label that represents a domain, which is a subset of the total domain name space. Domain names at the same level of the hierarchy must be unique, for example there can be only one com at the top level of the hierarchy, and only one netsol.com at the next level of the hierarchy." from InterNIC.
Domain Name Registration
In order for visitors to find your website using the domain name of your choice, you need to do two things, both of which are handled by NameCow.com. First, you need to reserve your domain name . Second you need to provide us with the nameserver of your domain name.
If you order any of our Webhosting plans or want to park your domain name, we will handle the above process for free. If you are not yet ready to have a website but want to reserve just the name, NAMECOW.COM can handle that as well. This is a good idea since domain names are going fast.
Email Forwarding
e.g. X sends an email to "webmaster@yourname.com". Our server receives the mail and immediately forwards it to "you@yourisp.com".
FrontPage Extension
In order for you to use all the features that come with your Microsoft FrontPage WebPages editor, FrontPage extension should be installed for your account. You may request that FrontPage extensions be installed for your account when you place your order, or you may do so at a later date by send email to support@namecow.com.
FTP Access
Used to up and download your website to and from our server to your computer. You have unlimited access to your account 24 hours a day 365 days a year to set up and maintain your web site.
mSQL
A database engine used for accessing database. We have support for creating a simple searchable database. A more complex database-website interface requires custom programming.
POP3 Email Accounts
These are your email mail boxes in our server that can be accessed directly to retrieve your mail using such programs as Eudora, Outlook Express, and Netscape Mail. Each POP3 account has its own password to ensure privacy. You will be able to check your email anywhere around the world where you have access to the Internet.
RealAudio/RealVideo
Real Networks' RealAudio/Video system is a client-server based, meaning both the browser and the server must have RealAudio/Video components for it to work, streaming audio/video delivery system for the Internet. You can create and deliver audio/video-based streaming multimedia content through the Internet to audiences worldwide. We include step-by-step instructions for including RealAudio/Video in your Web pages.
Shopping Cart
Keeps track of what your customers have ordered on-line as they add and remove items from their virtual "shopping cart." When the customer is ready to check out, the program tallies the order for your customer to review. If the customer decides to submit the order, the program will email the order information to the email address of your choice and a "receipt" to your customer.
Secure Server (SSL)
One method of ensuring that information entered through your website is protected from preying eyes. Information submitted via a secure form is sent to the server in an encrypted mode. Most commonly used for credit card transactions.
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