Ignite | Business Internet Services for SME's

FAQs —

General

IS Ignite General FAQ�s

Do I need to sign a contract to get Ignite services?

No. You buy our services month by month.
- The service you buy will be available as soon as we receive payment for it.
- You can cancel a service at any time.

If I don't select something I decide I want, how can I go back to select?

There is no need to go back. At checkout you will find a list of your items as well as a check for other items you may want including items that come free if you choose them. So before check out you will find instructions for adding on bundles you may have skipped

What happens when I cancel a service?

It won't be available from the next billing period (usually, from the first of the next month).

FAQs —

Payments

What are the payment options?

What are my monthly payment options?
- You can send us a completed debit order form so we can automatically deduct payments from your bank account on the first day of the month.
- Or, you can pay by credit card. The first payment will go off immediately, and you can then set up automatic monthly payments.
You can't pay by bank transfer (EFT - electronic funds transfer), only by debit order or credit card.
When will my debit order be processed?
All debit orders go through on the first day of the month.

When will my debit order be processed?

Debit orders go through on the 1st of the month.

When do I pay?

You pay upfront for the services you buy, including upgrades.
If you buy or upgrade a service after the first of the month, you won't pay the full amount for that month. From the first of the next month, we'll debit you the full amount.
If you buy hardware or top-ups, you'll need to pay for these in full immediately.

Can I pay by electronic funds transfer (EFT)?

No, sorry. You can pay only by debit order or credit card.

What are the payment terms for an upgrade?

Payments for upgrades are the same as for new services.

You pay upfront for upgrades. If you upgrade a service after the first of the month, you won't pay the full amount for that month. From the first of the next month, we'll debit you the full amount.

Can I pay by Debit Order?

Yes.
To do this, please choose the debit order payment option when you checkout. We�ll then ask you to complete and sign a debit order form. Your services will be available when we have this form and your first payment.

If I downgrade my service when do my payments change?

If you ask for a downgrade before the 25th of the month, your service will be downgraded from the first day of the next month.
If you ask for a downgrade after the 25th of the month, your service will be downgraded two months later.
For example:
- If you send your request before 25 February, the service will change on 1 March.
- If you send your request after 25 February, the service will change on 1 April.

Can I pay by Credit Card?

Yes.
To do this, please choose the credit card payment option when you checkout. Your services will be available as soon as the payment comes through to us.

FAQs —

3D-Secure

What is 3D-Secure?

3D-Secure is a relatively new way of securing online credit card transactions.
Online credit card payments go through security checks at three levels, with:
1. The bank that's being paid
2. The card association (MasterCard or Visa)
3. The cardholder's bank
MasterCard and Visa have different products but perform the kind of security check when processing an online credit card transaction.

WHY FOCUS ON SMES?

We recognise that the SME sector in South Africa is a significant contributor to job creation and economic growth and will only become more vital to our country's progress. We want to be a part of the SME journey by providing our clients with an ecosystem of digital tools that makes running a business easier.

How does 3D-Secure work?

Basically, it makes sure you are the cardholder before the transaction goes through. How does this work?
1. The bank that issued the card is contacted
2. The bank sends a code, or one-time pin (OTP) to the cardholder
3. The cardholder uses the code to complete the transaction
4. The bank then sends an authentication receipt to the bank that's receiving the payment, together with a request to authorise the payment

How do I activate 3D-Secure?

Most banks will have 3D-Secure on their credit cards for online payments. If you want to make sure you're protected by 3D-Secure, please visit your bank using one of the links below:

ABSA
First National Bank
Nedbank
Standard Bank

ARE THERE ANY DIFFERENCES IN PRICING?

We have kept the pricing of our products and services the same. Where products have been consolidated, we remain committed to giving you the best possible price.

FAQs —

RICA

What documents do I need to get RICA'd?

For individuals:
- A certified copy of your ID book (a copy that's stamped by a Commissioner of Oaths, for example, a police officer)
- Proof of residence (any statement showing your name and physical address, for example, a rates account) that's not older than three months

For companies:
� Your certificate of incorporation
� Proof of physical address (any statement showing your company�s name and physical address, for example, a rates account) that�s not older than three months
� A company letterhead

Where do I send my RICA documents?

Send your documents to Ignite by:
- Email: rica@isignite.co.za
- Fax: 086 743 7063

Do I have to send documents for RICA every time I buy something?

No. You only have to RICA once.

By when must I send my RICA documents?

By law, we need these documents no later than five days after you buy something from us for the first time.
If we don't receive them by then, we'll have to stop your services until you send us the RICA documents.

FAQs —

BusinessDSL

Ignite Business DSL FAQs

What are my Premium IP addresses?

To find a list of your IP addresses, log on to Ignite, then go to My Services > Active > Premium DSL > Data Services Info > Static IP address.

What is the difference between Capped and Uncapped DSL?

- With Capped DSL you buy a certain amount of data to use in a month. You can use more than that, but you will be charged for the extra data you use, and at a higher rate.
- With Uncapped DSL you get unlimited data and you're charge for the data you use each month.

What do I do when I reach my capped broadband limit?

You can buy a top-up through the Ignite website.
Log in to Ignite
Click My Services in the top navigation bar
Select your Capped DSL product and click on View
Click the Top-Up tab and choose the top-up value you want
Check out.

Is SMTP Relay available on Business DSL?

No, but you can run your own SMTP/Exchange servers.

Who do I choose as my service provider at an AlwaysOn Hotspot?

IS Consumer or Internet Solutions

Why is the top-up staying in a queued state?

The top-up option for your account only kicks in when you reach your data limit (capped amount).

Is it possible to get Business DSL solutions from IS Ignite without supplying the router?

Premium DSL solution has a router included in the package. Our Business DSL Dynamic solution is ideal for businesses that already own a router and prefer to self-manage.

What speed does the capped product run at?

This depends on your DSL provider (usually, this is Telkom). Speeds range between 1 MB and 10 MB.

Is there a warranty on the router?

Yes, for one year. If your router doesn't work, please let us know so we can replace it.

What do I need for DSL?

If you would like DSL for your business, you will need:
- A DSL-ready service
You can ask Telkom if your phone line is DSL-ready, or we can check this for you. When you order your DSL service, choose "Yes, I need an IS-managed Telkom DSL service", along with the line speed you would like, and we'll contact Telkom directly.

- A modem or router
If you don't have a modem or router, choose Premium Business DSL, as a router comes with this package.

What is the IS Ignite managed Telkom ADSL service?

Ignite will enable your Telkom voice line to be ADSL ready at no cost. This eliminates the hassle of dealing with another party - just select "Yes, I'd like an IS Ignite managed Telkom ADSL service" and the appropriate line speed and we'll manage the process with Telkom

Can Ignite make my phone line ADSL-ready?

Yes.
When you order your DSL service, choose "Yes, I'd like an Ignite-managed Telkom ADSL service", then choose the line speed you want, and we'll take it from there.

Is there ADSL available in my area?

Check ADSL availability here.

How do I know if my voice line is DSL-enabled?

The service will be shown on your Telkom phone bill. You can also check with Telkom directly.

Do I need a separate phone line for DSL?

No. You can have DSL on the same line as your voice line.

FAQs —

CloudServer

Can I install MySQL/MariaDB on my cloud server?

Yes.
For Windows: Use this guide.
For Linux Debian-based distributions: use the command apt-get install mysql-server
For RedHat-based distributions: use the command yum install mysql mysql-server

How do I rebuild a cloud server?

Follow the steps below.
When you rebuild a server, you will lose all the data on the server and the operating system will be reinstalled. This will essentially start the server from scratch.
1. Log in your account in the top right hand corner of the Ignite website and view your services in the My Services tab.
2. Go to Active Services and find the server you want to rebuild.
3. Click on View.
4. Under the Service Info tab, click the Rebuild button.
5. A prompt will appear telling you what will happen. If you are happy, click OK.
It will take a few minutes to rebuild your server and it will then be ready for you to use.

How to choose a different OS for your Cloud Server after purchase

Before proceeding, please note that by choosing a different OS all data on the server will be lost and the operating system will be reinstalled. This will essentially start the server from scratch.

To choose a different OS for your cloud server after purchase, log into your account and view your services.

Locate your server under 'Active Services' and click on View.

Click on the Customise tab.

Select a different OS from the list of available OS's and click on Update Service.

Click on the Service Info tab.

Click on the Rebuild button.

A prompt will appear informing you what will happen, if you are happy click on OK.

Your server will be rebuilt within a few minutes and it will then be ready for you to use.

How can I increase the size of the hard drive of my existing cloud server?

You can't, sorry.
Once you checkout, you can't change the size of your hard drive.

What you can do is buy a new cloud server with a larger storage capacity. You can then transfer your files across to the new server and cancel the old server.

How can I increase the size of my hard drive for additional storage?

You can't, sorry.
Once you checkout, you can't change the size of your hard drive.
What you can do is buy a new cloud server with a larger storage capacity.

Why can't I see the large disk or extra storage that I bought?

When you buy a large disk or extra storage, it is allocated to your cloud server.
- In Windows: Go to Server Manager > Disk Management to enable the disk or storage.
- In Open Source operating systems you will need to mount the large disk or additional storage.

FAQs —

Domains

Domains / DNS

What do I do if my domain name is in 'Lock' status?

Contact the company you registered the name with and they will unlock it.

My domain name is within 60 days of initial registration or previous transfer. Can I transfer it now?

No. For security reasons, you can't transfer or change certain domains.
What you can do for now is update your DNS information to point to our DNS. You can then retry the domain transfer after 60 days.

I am trying to transfer a domain and an authorisation code is needed. Where do I get this from?

Contact the company you registered the name with. They will give you the code.

My domain has expired. What now?

Contact the company you registered the name with before they give it to someone else!

There is a renewal or registration fee outstanding. Can the domain be transferred?
Not yet.
Please contact the company you registered the name with. You can transfer the domain name as soon as your payments are up to date.

There is a renewal or registration fee outstanding. Can the domain be transferred?

For some domains, the domain may have been registered or renewed but because the renewal or registration fee is still outstanding, the transfer cannot take place.

Please contact your current provider to arrange payment.

What domain extension should I choose?

A domain extension is what comes after the 'dot' in your website or email address. Choose the one that suits your organisation best:
- .co.za to show you're a South African company
- .com for an international presence
- .mobi for a mobile presence
- .net for service providers
- .org for charities and non-profit organsations

What is DNS?

DNS stands for Domain Name System. It's a system that translates domain names into Internet Protocol (IP) addresses (the address where your website resides), which computers can understand. It also provides a list of mail servers which accept emails for each domain name.

What is a Reserved Domain?

A reserved domain is a domain that has been purchased by someone but has not had any web hosting setup.

What is a Redirected Domain?

A redirected domain will automatically send people to another website, using the URL (website address) you choose.
You can change the website you redirect them to by logging in to your hosting control panel and changing the URL.
1. Log in to your account in the top right hand corner of the Ignite website and view your services in the My Services tab.
2. Search for your hosting product and click View
3. Click on the Control Panel button to open the application in your browser.
4. Then select the Redirect option and apply the relevant changes

How do I manage my DNS on Ignite?

You can manage DNS via your hosting control panel once you have logged into the Ignite website.
1. Log in to your account in the top right hand corner of the Ignite website and view your services in the My Services tab.
2. Search for your hosting product and click View
3. Click on the Control Panel button to open the application in your browser.
4. Then go to the specific records that you would like to change e.g. A records, MX records etc.
5. Make the changes.

What is an FQDN (fully qualified domain name)?

A FQDN (Fully Qualified Domain Name) is an entire domain name address, including hostname, domain name and top-level domain.

What is an A record?

An A record is an address record. It links a domain to a computer's address on the Internet. If you want to point your domain to your website's IP address, you can do this by setting up an A record for your domain.
For example, with an A record the domain www.isignite.co.za points to 196.37.111.154.

What is a MX record?

A MX record is a Mail Exchange record. It tells the Internet where to send your mail.

You can choose which mail server should process email for your domain. If you have many mail servers, you can list these and give them different priorities. The server with the lowest number will be responsible for the domain. The other mail servers will then be used as backups.

What is an Alias record?

An Alias record is also known as a CNAME (Canonical Name) record. It tells the Internet to direct people to a specific domain.

The Alias record must always be entered as a domain name.

How do I transfer my domain to Ignite?

Contact the company you registered your domain with and ask them to transfer it.
You'll also need to tell your Internet service provider (if this is not the same company).

How long will it take for my DNS changes to show?
Up to eight hours.

How long will it take for my DNS changes to reflect?

Please note that for newly registered domains it may take up to 8 hours before the registry's DNS servers respond.

FAQs —

HPM

Hosted Premium Mail

Why can't I keep my domain where it is and just point my MX records to IS Ignite?

Currently, there is no way for us to know that you, in fact, own the domain.

We are working on a process and will have something available soon.

What is an email client?

It's an application that runs on your device and enables you to send, receive and organise your email.

Does Hosted Premium Mail come with a web interface?

Yes. The address is http://zimbra.isignite.co.za.

How do I configure my Android device for Hosted Premium Email?

By using this guide.

I have mail in my Outlook PSTs. Can I import them into Hosted Premium Email?

Yes you can.

Follow this guide.

How do I set up my Apple device for Hosted Premium Email?

Please refer to the following guide for iOS6 devices: View guide.

Please refer to the following guide for iOS7 devices: View guide.

How do I set up my Apple PC for Hosted Premium Email?

By following this guide.

How do I set up my Microsoft Outlook for Hosted Premium Email?

By following this guide.

How do I configure Zimbra Desktop with Hosted Premium Email?

By following this guide.

What MX entries do I need to add for Hosted Premium Email?

In your zone file for your domain you need to add the following entries:


@		IN	MX		10	securemail-mx1.synaq.com.
@		IN	MX 		20	securemail-mx2.synaq.com.
mail		IN	CNAME		cms.synaq.com.

How do I set up my Blackberry device for Hosted Premium Mail?

Please refer to the following guide.

FAQs —

WebHosting

Web Hosting

What is my website address?

Your website address is the same as your domain, for example, www.ignite.co.za

How do I access my hosting control panel?

Go to My Services > Active.

Find the hosting service and click View.

Under Hosting Service Details, click on the Control Panel button.

How do I upload files to my web hosting?

Go to My Services > Active.

Find the hosting service and click View.

There will be an FTP username and password listed on this screen. Use these details to send files to your FTP: ftp..

Support

General

Do I need to sign a contract to get Ignite services?

If I don't select something I decide I want, how can I go back to select?

What happens when I cancel a service?

Payments

What are the payment options?

When will my debit order be processed?

When do I pay?

Can I pay by electronic funds transfer (EFT)?

What are the payment terms for an upgrade?

Can I pay by Debit Order?

If I downgrade my service when do my payments change?

Can I pay by Credit Card?

3D-Secure

What is 3D-Secure?

WHY FOCUS ON SMES?

How does 3D-Secure work?

How do I activate 3D-Secure?

ARE THERE ANY DIFFERENCES IN PRICING?

RICA

What documents do I need to get RICA'd?

Where do I send my RICA documents?

Do I have to send documents for RICA every time I buy something?

By when must I send my RICA documents?

BusinessDSL

What are my Premium IP addresses?

What is the difference between Capped and Uncapped DSL?

What do I do when I reach my capped broadband limit?

Is SMTP Relay available on Business DSL?

Who do I choose as my service provider at an AlwaysOn Hotspot?

Why is the top-up staying in a queued state?

Is it possible to get Business DSL solutions from IS Ignite without supplying the router?

What speed does the capped product run at?

Is there a warranty on the router?

What do I need for DSL?

What is the IS Ignite managed Telkom ADSL service?

Can Ignite make my phone line ADSL-ready?

Is there ADSL available in my area?

How do I know if my voice line is DSL-enabled?

Do I need a separate phone line for DSL?

CloudServer

Can I install MySQL/MariaDB on my cloud server?

How do I rebuild a cloud server?

How to choose a different OS for your Cloud Server after purchase

How can I increase the size of the hard drive of my existing cloud server?

How can I increase the size of my hard drive for additional storage?

Why can't I see the large disk or extra storage that I bought?

Domains

What do I do if my domain name is in 'Lock' status?

My domain name is within 60 days of initial registration or previous transfer. Can I transfer it now?

I am trying to transfer a domain and an authorisation code is needed. Where do I get this from?

My domain has expired. What now?

There is a renewal or registration fee outstanding. Can the domain be transferred?

What domain extension should I choose?

What is DNS?

What is a Reserved Domain?

What is a Redirected Domain?

How do I manage my DNS on Ignite?

What is an FQDN (fully qualified domain name)?

What is an A record?

What is a MX record?

What is an Alias record?

How do I transfer my domain to Ignite?

How long will it take for my DNS changes to reflect?

HPM

Why can't I keep my domain where it is and just point my MX records to IS Ignite?

What is an email client?

Does Hosted Premium Mail come with a web interface?

How do I configure my Android device for Hosted Premium Email?

I have mail in my Outlook PSTs. Can I import them into Hosted Premium Email?

How do I set up my Apple device for Hosted Premium Email?

How do I set up my Apple PC for Hosted Premium Email?

How do I set up my Microsoft Outlook for Hosted Premium Email?

How do I configure Zimbra Desktop with Hosted Premium Email?

What MX entries do I need to add for Hosted Premium Email?

How do I set up my Blackberry device for Hosted Premium Mail?

WebHosting

What is my website address?

How do I access my hosting control panel?