Small glossary of vocabulary and Frequently Asked Questions for Miscellaneous

Procédure

Introduction

This documentation aims to provide you with definitions for everything related to the various questions.

At the end of this documentation, a Frequently Asked Questions section is provided for all the questions you may have.

Vocabulary on the Miscellaneous section

What is a FAQ?

Frequently Asked Questions: this is a list of recurring questions on a given topic, with answers for each one. The FAQ is very widespread on the Internet; it helps avoid the same questions being asked all the time.

What is a quote?

It is an estimate of the prices for an order at LWS

What is a PROFORMA invoice?

It is a pre-invoice which, unlike a quote, indicates the final prices

What is a prepaid account?

This is a balance of money that you have paid in advance to a company in order to be able to pay for your future orders. This system saves time during various transactions.

What is a ticket / contact?

A ticket is an email sent within LWS customer support either to technical support or to the sales department.

What is on-call support?

On-call support is a request for technical intervention by the customer so that a specialized technician can work on a specific problem.

What is PayPal?

 It is an online payment service that allows you to pay for purchases, receive payments, or send money.

Frequently Asked Questions

What payment methods are accepted?

The accepted payment methods for your order will be offered to you at the end of your order:

• Credit card
• PayPal
• SEPA
• BanContact
• Stripe

What is the order validation time?

Orders are validated only upon receipt of payment:

• You paid by credit card or PayPal: allow 2 hours

• Once the order is validated, you will receive by email all the information needed to use it

  Allow 24 hours to be able to use your domain name / web hosting (maximum delay due to DNS propagation on the web), and less than four hours to be able to use your VPS server or online backup / storage solution.

 I am not subject to VAT, how can I pay excluding tax?

When you place your order, the system automatically determines whether you are subject to payment of French VAT, depending on your country of residence and your status (individual or company).

If the system indicates on the quote that you must pay VAT, then it will not be possible to have it removed. If you forgot to provide your VAT number when ordering, and you paid the quote with taxes even though you were not subject to them, we are sorry, but it will not be possible to refund the excess.

In this case, we invite you to update your billing details from your customer area so that you no longer have to pay taxes on your future orders.

I paid, but received nothing, what should I do?

If you only received your customer account login details, log in to check whether your order has been validated or not

If the delay for processing your order has been exceeded (see question above: “What is the order validation time?”), and your customer area still shows “ awaiting payment “, then contact us so that we can search for your payment. (Please provide all information useful for the search: date, paid quote number, payment method, transaction number, account holder name, etc.) If you received nothing or your customer panel indicates that the order has been validated, but you did not receive the email with the usage settings, then follow the procedure for receiving LWS emails. If after following this procedure you still receive nothing, then request a change of your contact email address:

• 1 - Go here: https://www.lws.fr/panel/frperte.php
• 2 - Check “customer area login details”
• 3 - Click on the blue link: 'Do you want to change your contact email?' then follow the instructions provided.

 I no longer have the access details to my customer area, how can I retrieve them? If you have lost your FTP login details, you can request that they be resent by email from this page: https://panel.lws.fr/frperte.php If, however, the email address associated with your customer account is no longer valid, you can request a change through the following procedure:

• 1 - Go here: Password recovery
• 2 - Check “customer area login details”
• 3 - Click on the blue link: 'Do you want to change your contact email?' then follow the instructions provided.

How do I change the information in my customer account?

You can easily modify your details (billing, postal address, phone number, contact email address) from your customer area.

If you want to change the details of the owner of the customer record (Last name, First name, Status), then you will need to transfer each of the domain names present in your customer area:

• Click on the “Admin” button to the right of the relevant domain,
• Go to the “Domain management” section,
• “Intra-LWS transfer” icon.

 How do I access my invoices?

Each invoice is sent by email when the order is processed. You can also easily download them from your customer area.

How do I renew?

Renewal is done simply from your customer area.

You own one or several domain names and/or web hosting services.

If you own one or more VPS server(s) or backup / online storage solution(s) that you paid for by credit card when ordering, then your account is automatically renewed for the next due date. You can update your credit card payment details if they have changed, or renew your account manually from your customer area if you prefer.

How do I cancel?

If you own one or more domain name(s) and/or web hosting(s), then your account is not subject to automatic renewal (unless you activated it manually; in that case, it can easily be disabled from your customer area, in the “Auto-renewal” section). If you own one or more VPS server(s) or backup / online storage solution(s) that you paid for by credit card when ordering, then cancellation must be done by postal mail: download the cancellation form and send it to the address indicated.