Help and Support

Overview

Leave all your web hosting, web design, web site content updates and maintenance to us!
Businesses in Asia Trusted us to Make a Name on the Web

When you start to choosing your IT Business Solution Provider with web hosting services, web design services, web development services or even dedicated server or co-location services, the features and functionality of these products are your primary concern. Once your business is online, your requirement for future changes and upgrading of system will be your main concerns. However, who is going to be there for you? Who can you count on to provide reliability and affordable system for your business?

IT Works Internet Customer Care is designed to provide seamless, helpful and friendly customer care which adds value to our Internet Business Solutions. We know that you require high concentration to run and expand your business, and that your time is better spent promoting your web site, marketing and branding, not trouble-shooting it.



We aim to answer most commonly asked questions and more here.
Please choose one of the sections below that best addresses your question.

Step 1. Log in to Client Area.

 

 

Step 2. Under Your Info, click Update button.

 

Step 3. Select Security Settings.

Step 4. Enter 4-digit code and click Save Changes button.

 

 

 

Restoration

Shared Hosting Files and Folders Restoration Last 7 days Retention/Restore (subject to availability) – S$250 per website restoration

Jet Backup Files & Folders 

  • One-time Free IWI-assisted restoration per month
  • subsequent restoration request will be S$25 one-time cost

VPS Files and Folders Restoration Last 7 days Retention/Restore (subject to availability) – S$250 per restoration request

Managed Restoration and Site Cleanup – S$120 per request for a single website

Reinstatement and Restoration for Terminated Accounts – up to S$150 per request per restoration (subject to availability of the backup)

Retrieval of Log Files – S$500 processing fee

Hosting Service

Operating System Reload – S$50 per request (24-hours Turn Around)
– S$150 per request (4-hours Turn Around)

Website Updates – Flexible Pricing
– S$50 per 30 Mins
– S$100 per 60 Mins

Professional Services (System Administration) – S$50 per hour

SSL Installation

  • Free, if SSL Certificate is purchased from IWI
  •  S$25 per SSL Certificate if purchased from external providers

Software Installation and Validation –

  • ffMPEG – S$250 per request
  • Memcache – S$250 per request
  • APC – S$250 per request
  • Tomcat – S$250 per Software request
  • Rails – S$250 per Software request
  • IWI Code Extract Encapsulation – S$100 per Software request
  • Redis – S$250 per request

Website Migration (Static) – 1 Domain Name – S$50 per Website request

Migration (Dynamic) – 1 Domain Name – S$150 per cPanel request

Migration (Non-Full Backup Enabled Transfers) – 1 Domain Name – S$50 per Email request

Migration (per Email Account)  – S$10 per Email Account (All emails in all folders covered)

Hosting Accounts

Late  Fee – 10% late fee charge for payments overdue for 60 days

Website/Application Administration


 Static Website Update (Footer update, Banner update) – S$50 per 30 minutes
– S$100 per 60 minutes

Dynamic Website Software Update – S$50 per request

  • Applicable to WordPress only
  • Includes update Versioning Requests
  • Includes Applications/Plugins

Dynamic Website Software Update (No Plugins) – S$2,500 per request
WordPress/Joomla/PrestaShop/Magento/Drupal

Securing Dynamic Website Login Interface (Password Protect Directories) – S$25 per request

Force Reset For Web Application Administrator Password – S$25 per request
WordPress/Joomla/PrestaShop/Magento/Drupal

Switch WordPress Base Directory – S$25 per request

  • Eg., domain/up to domain/

Create Under Construction Index Page (HTML) – S$25 per request

Force HTTP-to-HTTPS Web site Redirection – includes Internal Conversion Link – S$250 per request

Create/Edit .htaccess Rules – S$25 per request

Create/Edit Custom php.ini – S$25 per request

Disable Google XML SiteMap – S$25 per request

Database Administration

Import MySQL Database – S$50 per request

Export MySQL Database – S$50 per request

Execute MySQL Database Commands – S$50 per request   

Audit Services

Web/FTP Server Logs Audit

  • Basic/Business Service Plans Only – S$500Complete Server Logs Audit
  •  VPS/DSS – $500Submission

For Delisting of DNSBL/RBLs – VPS/DSS$100

Account/Server-Wide Anti-Malware Scan – S$250

To avoid being rejected by free e-mail providers, IWI does not allow forwarding to free e-mail providers. That is why this type of email forwarding is blocked in the cPanel.

These are some of the domain names that are blocked:

aol.com
gmail.com
googlemail.com
hotmail.com
msn.com
outlook.com
qq.com
redmail.com
rocketmail.com
yahoo.com
ymail.com
We would suggest to do the forwarding of email through 3rd party email clients, Gmail perhaps or other free email provider via POP3/IMAP.

Here are the steps you can use to use email fetch using Gmail.

STEP 1. Log into your Gmail account.

STEP 2. Click the gear icon in the upper right corner of the page and select Settings.

settings-gmail

STEP 3. Click the Accounts and Import tab and locate the Check mail from other accounts. Click Add a POP3 mail account you own link.

add-mail-gmail

STEP 4. Enter the full email address of the account from which you would like mail fetched. Click Next Step.

added-email-gmail

STEP 5. Enter the username (complete email address), password of the email address you provided and your mail server (mail.yourdomain.com).

Select Port 110 for a POP3 connection.

Click the checkboxes next to the options that best suit your needs:

Leave a copy of retrieved messages on the server.
Always use a secure connection (SSL) when retrieving mail
Label incoming messages (this will show the email address you are adding in Gmail)
Archive incoming messages

 Click Add Account.

server-host-gmail

STEP 6. You will be asked if you want to send emails via Google. If you choose Yes, click Next Step button and proceed to step 8.

added-email-gmail-successful

STEP 7. If you choose No, click Finish and you are done.

STEP 8. Enter the SMTP Server (same as your mail server), username (complete email address) and password.

Select 25 for the port and unsecured connection. Click Add Account.

gmail-smtp

STEP 9. Enter your desired Name, tick the check box Treat as an alias and click Next Step.

gmail-alias

STEP 10. An email containing the verification code and a link is sent to the email address you have added. You may either click on the link or enter the verification code. Click Verify.

gmail-verify

And you are done! You have successfully added the email account in Gmail.

You may also refer to the following URL: https://support.google.com/mail/answer/21289?hl=en

Does IT Works Internet offer Web Design services?
No.
Does IT Works Internet offer Web Development?
No.
Do you offer Internet Access?
No, We use to offer full suite of Internet connectivity ranging like 56k dialup, ISDN, ADSL and dedicated leased line access. However, we are exploring new ventures now. Please call our sales hotline at 6720 1800 for more information.
What is My Account Manager?
IWI billing portal is an online tool that let you manage your profile, upgrade your hosting package or even pay your bill online. Please visit Customer Care to register.
Does IT Works Internet offer Partner and Reseller Hosting program?
Yes, You may visit our Partner Program page for more information or if you wish to speak to our Channel Sales, please call (65) 6720 1806.

Follow the simple steps below on how to create a new MySQL database for your hosting account.

Step 1. Log in to your cPanel with your username and password.

Step 2. Click MySQL Database Wizard under Databases panel.

mysql-database-wizard-iwi

Step 3. Enter the desired MySQL database name. Click Next Step button.

create-database-iwi

Step 4. Enter the database user that you want to associate with the database. Enter a unique password and click Next Step.

create-user-iwi

Step 5. Select the table privileges you want to allow the user for making changes to the database. However, All Privileges option is recommended.  Click Next Step.

database-privileges-iwi

Step 6. If you are done, click Go Back link. You may add another database or user though by selecting the options.

new MySQL database

 

If you have multiple users who require access to your web space folders and files, it is recommended that you create FTP users. However, you can also use your main FTP login to connect to the FTP server which are as below:

FTP username: same with your cPanel username login

FTP hostname: your domain name

FTP password: same with your cPanel password

Where to find the FTP credentials?

Step 1. Log in to your cPanel with your username and password.

Step 2. Under Files panel, click FTP Accounts.

ftp-accounts

Step 3. Your credentials can be found under FTP Accounts and Special FTP Accounts.

FTP credentials

To avoid being rejected by free e-mail providers, IWI does not allow forwarding to free e-mail providers. That is why this type of email forwarding is blocked in the cPanel.

These are some of the domain names that are blocked:

aol.com
gmail.com
googlemail.com
hotmail.com
msn.com
outlook.com
qq.com
redmail.com
rocketmail.com
yahoo.com
ymail.com
We would suggest to do the forwarding of email through 3rd party email clients, Gmail perhaps or other free email provider via POP3/IMAP.

Here are the steps you can use to use email fetch using Gmail.

STEP 1. Log into your Gmail account.

STEP 2. Click the gear icon in the upper right corner of the page and select Settings.

settings-gmail

STEP 3. Click the Accounts and Import tab and locate the Check mail from other accounts. Click Add a POP3 mail account you own link.

add-mail-gmail

STEP 4. Enter the full email address of the account from which you would like mail fetched. Click Next Step.

added-email-gmail

STEP 5. Enter the username (complete email address), password of the email address you provided and your mail server (mail.yourdomain.com).

Select Port 110 for a POP3 connection.

Click the checkboxes next to the options that best suit your needs:

Leave a copy of retrieved messages on the server.
Always use a secure connection (SSL) when retrieving mail
Label incoming messages (this will show the email address you are adding in Gmail)
Archive incoming messages

 Click Add Account.

server-host-gmail

STEP 6. You will be asked if you want to send emails via Google. If you choose Yes, click Next Step button and proceed to step 8.

added-email-gmail-successful

STEP 7. If you choose No, click Finish and you are done.

STEP 8. Enter the SMTP Server (same as your mail server), username (complete email address) and password.

Select 25 for the port and unsecured connection. Click Add Account.

gmail-smtp

STEP 9. Enter your desired Name, tick the check box Treat as an alias and click Next Step.

gmail-alias

STEP 10. An email containing the verification code and a link is sent to the email address you have added. You may either click on the link or enter the verification code. Click Verify.

gmail-verify

And you are done! You have successfully added the email account in Gmail.

You may also refer to the following URL: https://support.google.com/mail/answer/21289?hl=en

IT Works Interactive Customer Care is available daily to answer your questions and work with you to resolve your problems. Our advanced support tracking system enables us to offer you an improved response time on your support inquiries.

You are always welcome to call our Customer Care with any questions you may have. At the same time, you may refer to the list of useful online manuals, CGI scripts and many tools that will enhance your experience with us.


What’s the difference between POP and IMAP?

POP IMAP
Post Office Protocol Internet Messaging Access Protocol
Best if you use only one computer to check email. Best if you use many different computers / devices to check your email.
Emails are downloaded to the particular computer. Emails are stored on the server.
Allows you to keep your email messages only limited by the size of your MailClient.
Example : Outlook 2003/2007 .pst file is limited to 2GB or Outlook Express folders are limited to 2GB each.
You are limited by the server mailbox size quota for how many messages you can keep
(this includes all folders, even the Trash folder).
Your administrator can set users quota through the Email Control Panel.
Emails are only downloaded and not sync. For other devices to have the same emails or webmail to still have the emails shown, “leave a copy of messages on server” needs to be enabled. Emails are not downloaded but sync (access direct from server). What you see from your computer, you will see the same on your other devices as well as webmail.
Emails can still be access after they are downloaded even if not connected to the Internet. Internet access is required at all times for emails to be accessible.
All emails are stored on the computer itself so if the computer is damage / lost / stolen, the emails are not recoverable. All emails are stored on the server so if the computer is damage / lost / stolen, just replace and recreate the account and all emails will be recovered.

How to Setup:


How to I view my Web Statistics Report?

You can view your site statistics report via http://www.yourdomainname/stats
User ID : stats / Password : stats

ote : The stats are automatically generated daily at 4am

Where do I upload my web files and cgi-scripts?
Web files upload into mainwebsite_html (var/www/html).
CGI scripts upload into mainwebsite_cgi (/var/www/cgi-bin)
How does the unlimited sub-domain names work?

The number of sub-domains you can have is only limited by your disk space.
To create a subdomain, just create a folder in your mail web root in the format “subdomain.yourdomainname.com”

Example :
Domain name is “abc.com”
Subdomain to be created is “test.abc.com”

Create a new folder and name is as “test.abc.com”

Do you offer Server Side Includes (SSI)?
SSI is on all of our servers. You just need to be sure that you call your files with the .shtml extension. More information can be found.
Can I host an XXX/adult site?
We do NOT host adult-oriented websites. Any content or links to XXX/adult sites will lead to your account being terminated.
Will I have unlimited access to update my pages?
You have unlimited access via FTP/SSH/ FrontPage 24-hours a day 365 days a year. You can create and maintain your Web pages on your own computer and upload files to your Web site at your own leisure time.
Are eggdrop bots allowed?
No.
Do you have Front-Page extensions?
Front Page extensions is supported, however they are not installed automatically during the initial setup. Send us a support request to custcare@iwi.com.sg and we will enable FrontPage support for your site.
What is the path to perl & sendmail?
Perl : /usr/bin/perl
Sendmail : /usr/sbin/sendmail
What is the path to my folders?

The following variables should be used in your cgi scripts for path settings.

Variable : $SITE_HTMLROOT denotes your site’s web root path. (/var/www/html)
Variable : $SITE_CGIROOT denotes your site’s cgi-bin root path. (/var/www/cgi-bin)

How to connect to mysql while in shell mode.
Issue the following command : “mysql -u USERNAME -h 127.0.0.1 -pPASSWORD YOUR_DB_NAME”
Disk usage for mysql database?
Disk usage by mysql database is considered within your domain’s total disk quota space. If your disk quota is totally used up your MYSQL database will cease to function.
How do I admin my mysql database?
Login to : http://www.yourdomainname.com/phpMyAdmin

Please read our service agreements before submitting your application for processing. If you have any questions or concerns relating to the same, please call our Customer Care.

How To Reach Us

Our representatives are trained to help you with questions regarding connectivity, software, and almost any technical issues you might have relating to our services.

Contact Customer Care

IT Works Internet Customer Care is designed to facilitate the resolution of any on-going problem you may
be experiencing with your account. If you are having difficulty with an issue, we urge you to contact our
customer care immediately. We will respond very soon.

We respect your privacy. We do not disclose data to 3rd parties.