Vocabulary glossary and Frequently Asked Questions for Miscellaneous

Procédure

Introduction

The purpose of this documentation is to give you definitions for all the various questions.

At the end of this documentation, you will find a Frequently Asked Questions section for any questions you may have.

Vocabulary in the Miscellaneous section

What areFAQs?

A Frequently Asked Question is a list of recurring questions on a given subject, with answers to each one. FAQs are very common on the Internet, as they prevent the same questions being asked over and over again.

What isan estimate?

It's an estimate of the price of an order at LWS.

What isa PROFORMA invoice?

It's a pre-invoice which, unlike a quotation, indicates the final prices.

What isa prepaid account?

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

What isa ticket / contact?

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

What isa call-out?

An on-call call is a request from a customer for a specialist technician to intervene on a particular problem.

What is PayPal?

It's an online payment service that lets you pay for purchases, receive payments or send money.

Frequently asked questions

What payment methods are accepted?

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

• CREDIT CARD
• PayPal

Howlong does it take to validate my order?

Orders are only validated on receipt of payment:

• You have paid by credit card or PayPal: this takes 2 hours.

• Once your order has been validated, you will receive all the information you need to use it by email.

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

I'm not liable for VAT, how do I pay ex VAT?

When you place your order, the system automatically calculates whether you are liable to pay French VAT, depending on your country of residence and your status (private individual or company).

If the system indicates on the quote that you have to pay VAT, then it will not be possible to remove it. If you have omitted to specify your VAT number when ordering, and have paid the quote with tax even though you were not liable for it, we are sorry, but it will not be possible to have the excess refunded to you.

In this case, please change your billing details in your customer area so that you no longer have to pay tax on future orders.

I've paid but haven't received anything, what should I do?

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

If the time limit for processing your order has passed (see Question above: "How long does it take to validate orders?"), and your customer area still shows "awaiting payment", then contact us to have your payment traced. (If you have not received anything or your customer panel indicates that the order has been validated, but you have not received the email indicating the parameters of use, then follow the procedure for receiving LWS emails. If, after following this procedure, you still haven't received anything, then ask for your contact email address to be changed:

• 1 - Go to https://www.lws.fr/panel/frperte.php
• 2 - Tick "customer area login".
• 3 - Click on the blue link: 'Would you like to change your contact email?' then follow the instructions.

I no longer have the access settings for my customer area. How do I find them? If you have lost your FTP connection settings, you can request them by email from this page: https://panel.lws.fr/frperte.php. If the email address associated with your customer account is no longer valid, you can request a change using the following procedure:

• 1 - Go here : Lost password
• 2 - Tick "customer area login".
• 3 - Click on the blue link: 'Would you like to change your contact email?' then follow the instructions.

How do I change my customer account details?

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

If you want to change the details of the owner of the customer file (Surname, First name, Status), you will need to transmit each of the domain names in your customer area:

• Click on the "Admin" button to the right of the domain concerned,
• Go to the "Domain management" section,
• Icon "Transmission intra-LWS".

How do I access my invoices?

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

How do I renew?

You can renew invoices simply from your customer area.

You have one or more domain name( s) and/or web hosting(s).

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

How do I cancel?

If you have one or more domain name(s) and/or web hosting(s), then your account is not subject to tacit renewal (unless you have activated it manually, in which case it should easily be deactivated from your customer area, under the heading "Auto-renewal"). If you have one or more VPS server(s) or online backup/storage solution(s) that you paid for by credit card when ordering, then you should cancel by post: Download the cancellation form and send it to the address indicated.