Knowledge Base

You can search for frequently asked questions via the search function.


Account




Follow the next steps to order a new service.

- Choose your product and then click on Order Now
- Then you will get the page for you to enter data.
- If you have done that, then your service is ordered within a few   hours and you will have the services online.


When you log in to your customer panel.

- Then choose Projects from the menu.
- Click on Project name:
- Then click on Tickets.
- Click on Open ticket.
- Describe the Subject of your question well.
- You can see that the project has already been completed for you.
- Department you choose Technical Support.
- Priority its Medium.
- Service you can choose from Upgrade or Downgrade Services.
- Free text: Explain what package or services you want to order.
  This would be delivered as quickly as possible.


When you log in to your customer panel.

- Then choose Support from the menu.
- Click on Open ticket.
- Describe the Subject of your question well.
- Department you choose Customer Services.
- Priority its Medium.
- Service you can choose from Sales.
- Free text: Explain what package or services you want to order.
  This would be delivered as quickly as possible.


It is very annoying that you have forgotten your password. We L'Espoirs explain how your password has been reset within 1 minute.

- Click on Login.
- Under Register button you will see Forgot password, click on it.
- Enter your e-mail address that is known to us and click on Sumbit

  If you want to reset the password now, click on the Forgot   password link.


L'Espoirs has no hidden costs, what you see at the services we offer these are also the rates. If there are additional costs, we will first consult with you before you charge anything If you have any questions, we would like to hear from you.


When you log in to your customer panel.

- Then choose Projects from the menu.
- Click on Project name:
- Then click on Tickets.
- Click on Open ticket.
- Describe the Subject of your question well.
- You can see that the project has already been completed for you.
- Department you choose Customer Services.
- Priority its Medium.
- Service you can choose from Cancel Services.
- Free text: Explain what package or services you want to order.
  This would be delivered as quickly as possible.


L'Espoirs certainly has this, you can cancel for 7 days free of charge. This must always be done in writing via a supper ticket in your portal.


We aim to respond within 60 minutes, but this can result if it is very busy. Try to give a good and complete answer to their questions from everyone.


It is very annoying that you want to submit a complaint. You can do this at your customer panel or fill in the contact form


L'Espoirs has one month's notice period, even if you pay monthly or half yearly and so on.

Invoice




If your country is within the EU, you can pay with IDEAL if your country is not in the EU, you pay with Paypal or Bank transfer.

Within the EU countries: IDEAL, Paypal, Bank transfer.
Outside the EU countries: Paypal, Bank transfer.


L'Espoirs you have an invoice that always has 14 days paid time and after the 14 days it expires, you will receive a reminder.


After the invoice you will receive 3 reminders, if you still have not paid then this will be continued after the collection agency.


If the spending is on the collection agency, then unfortunately we can no longer help, then you should contact the collection agency.


Did you forget to mention the payment reference with your payment, or did you mention an incorrect payment reference? A mistake can happen, no problem!

Timely processing of your order is important!
It is important to make the payment again with the correct payment reference, so that your order is processed in time. Especially in the case of extensions it is important that the payment is received on time. Suppose your domain name goes into quarantine, because your payment is not processed on time, then you will have to spend many more times reactivating the domain name.

Payment with the wrong payment reference will not be refunded automatically!
The payment that you have made with the wrong payment reference will not be automatically refunded to your bank account. It takes between 2 and 10 business days for the money to return to your account, if you repay it yourself, this differs per bank.


If you log in to your customer panel, you will see invoices in the menu. If you then click on the right button, you will see all outstanding and successful invoices that have already been paid.


Unfortunately, L'Espoirs does not use an online wallet, you pay the invoices online and no money can be placed in your account.


Imagine you take a web hosting package with us and paid for a year and after 6 months you want to stop then it means that you get 5 months money back because it is also taken into account with the month's notice period.


When you log in to your customer panel.

- Then choose Estimates from the menu.
- Click on example EST-000001 name opens the quotation.
- Then click on if you agree with it on Accept and if you do not agree   with it, click on Decline
- At Accepting the quotation, a window opens in which you see   basic information and under Signature where you can put your   signature and then click on Sign.
- At Decline then this quotation will be rejected and a notification   will be sent immediately after the Employee who sent this   quotation, you do not have to do anything else.


After signing the quotation, your services will be put online as soon as possible, but this can take a number of days depending on what you purchase from us and how large the numbers are.


WordPress




You can use Wordpress everywhere for

- Web stores
- Small business
- Great business
- Blogs

This is the tip of the iceberg because you can use Wordpress for anything.


Wordpress is easy to manage but if we make for your website you also include content updates. If you want to do that yourself then this is certainly possible at L'Espoirs.


L'Espoirs makes automatic backups in Plesk, we make a backup every day and that takes place at 00:00.


We will work on your website as quickly as possible so that it will be online within 3 working days. If there are problems or take a little longer, we will always report this to our customer.


L'Espoirs always provides SSL with free version included with Plesk.


The moment we notice that the website is becoming too large, we will inform you in time, so that you can decide to increase a package or to purchase a separate web hosting package and then continue under different conditions.


L'Espoirs has a free domain transfer services. We will ensure that the domain name is moved.

- We then need a move token

from you Once we have received this, we can immediately transfer the domain name.


Your website is also yours and the contract is yours too, we only manage it otherwise we do nothing with it. If you decide to leave us after the contract period, you will receive all information with the databases in a ZIP file.


You can pay the contract in one go if you prefer. You can indicate this when registering


After ordering the service we will contact you to see what you would like for a website and then the contact will follow through a project that you can find in my customer panel.

Support tickets will be placed there and you can follow what is happening closely.

Plugin & Thema's




Yes, this is possible if you want to have a number of plugins in the website yourself, we can take that into account.


If you pay for this yourself or give us the order, we will charge you for this. But this is certainly possible.


If you want, you can, but it also depends on what kind of plugin it is because sometimes the website has to be completely rebuilt and then there will be costs involved, but this will always be in consultation with the customer.


L'Espoirs is very flexible in this, we make your website and if you want to use a page builder yourself to manage the website then this is certainly possible.


If you do this yourself, L'Espoirs is unfortunately not responsible for your actions.

However, this can only be done by L'Espoirs employees.


L'Espoirs first takes a theme that we adapt and if you no longer agree because, for example, you do not like that theme, we will adjust it for you.


Yes, this is possible. We will ensure that your theme is used properly and that everything works optimally. We install this and update the theme as well.


If you pay for this yourself or give us the order, we will charge you for this. But this is certainly possible.


If you do this yourself, L'Espoirs is unfortunately not responsible for your actions. However, this can only be done by L'Espoirs employees.


This is possible for example a winter theme or a summer theme. This is all possible but there will be costs involved.

This will always be in consultation with the customer.


Hosting




The location of the servers is important. At L'Espoirs, all hosting packages are in a high availability cloud on servers in the Netherlands, which means we guarantee better speeds and uptimes than anyone else.


L'Espoirs we use plesk, there is standard WordPress, Joomla installed. If you want other plugins then you are free to adjust.


You do not purchase webhosting every day and that is why it is important to know which things to look for when choosing a web host. Below you will find the most important points when selecting a host.


No. There are no extra costs involved with your webhosting package and you can upgrade to a larger webhosting package at any time if this fits in better with your use.


With us you choose the duration of the web hosting package yourself. You can choose between a duration of 1.3.6 or 12 months. We do not automatically extend your hosting package, unless you would like to. You can easily arrange this yourself via the customer panel.


All specifications as stated with each web hosting package are included without additional costs. In addition, you can count on support from our expert customer service, 99.5% uptime and a very user-friendly control panel to manage your webhosting account.


Up and down time are important factors when purchasing web hosting. After all, you want your websites to be easily accessible to your audience. L'Espoirs guarantees an uptime of 99.5% per month for every webhosting package. Is this unfortunately not the case? Then you just get your money back.


Our professional helpdesk always answers your question within 24 hours, but on average this happens within 3 hours.


You can always submit support tickets. We work 6 days a week from Monday - Friday from: 9 a.m. - 6 p.m. UTC +1

If you have any questions, please let us know.


L'Espoirs delivers the latest Plesk version as standard, if you want a different control panel you could possibly contact us so that we can adjust this for you.

E-mails




L'Espoirs has a spam filter and we also keep it up to date by constantly uploading new spam mail after the server so that the server will recognize it as spam.


Yes, this is possible We will explain this in the question below.


You can use the information below to set up your mail account

Incoming e-mail (POP3))
- Server: mail.lespoirs.com
- Port: 995
- SSL: enabled
- Username: your e-mail address
- Password: the password that you have set for this e-mail address

Outgoing e-mail (SMTP)
- Server: mail.lespoirs.com
- Port: 465
- SSL: enabled
- Username: your e-mail address
- Password: the password that you have set for this e-mail address


You can use the information below to set up your mail account

Incoming e-mail (IMAP))
- Server: mail.lespoirs.com
- Port: 993
- SSL: enabled
- Username: your e-mail address
- Password: the password that you have set for this e-mail address

Outgoing e-mail (SMTP)
- Server: mail.lespoirs.com
- Port: 465
- SSL: enabled
- Username: your e-mail address
- Password: the password that you have set for this e-mail address


If you log in to the hosting package you will see Domains on the left side in the menu.

- If you click on that, you will see an overview of all domain names   that you have linked, click on the juste Domain name where you   want to Create a mail address.
- You click on the Mail icon.
- Then you will see a button Create Email Address link
- Follow the steps that are requested and then click on Okey.


If you log in to the hosting package you will see Domains on the left side in the menu.

- If you click on that, you will see an overview of all domain names   that you have linked, click on the juste Domain name where you   want to Create a mail address.
- You click on the Mail icon.
- If you look at E-mail addresses at the bottom, you will see existing   E-mail addresses.
- You can then click on the mail address where you want to change   the password.
- Follow the steps that are requested and then click on Ok or Apply.


Firewall at L'Espoirs is very high because we want to work in a good and safe environment.


We are protected against DDos attacks and we also try to do everything to ensure that this happens.


L'Espoirs keeps plesk and the mail software up to date. If you have any questions, you can always contact us.


L'Espoirs uses Roundcube as an e-mail program that can be found online via the link below.

Webmail


Users & Groups




L'Espoirs has no numbers, you pay nothing per user. You only pay for the software and there are no limits


You can organize all rights yourself to what you are allowed to see and change.


You can indeed create a separate page to apply services such as Servers or website or both.


You can create groups and give them a number of rights so that they get a role and are placed in the right group.


You can set everything yourself and check and deactivate if you want by role, everything is possible.


L'Espoirs has no limits on the website's, you can add as much as you can as you want.


L'Espoirs has no limits on the Servers you can add as much as you can as you want.


L'Espoirs has no limits on the Desktops / Laptops, you can add as much as you can as you want.


With the subdomain that you get from us, with this everyone can log in like the owner like the users who only see what their rights are in the menu.


If you have forgotten the password, you can request it the link

Forgot Password

Receive an email with the password reset within a few minutes.

Technical Information




You rent the system yourself and have no rights to the files. You take out a subscription and there you get your own panel with its own sub domain name.


You have a month contract, otherwise you have no cancellation period, you can cancel at any time, there are no extra costs involved.


You always pay the invoice or your services afterwards, if you have any questions please let us know.


You go to the webpage that you have received from us and you log in to it.

- Enter the email address and password
- On the right you will see the Server menu.
- If you have clicked on the Server you will see a blue button   with the text ADD Server
- At Name you can enter something such as the Hostname or the   server name.
- At Group you can select one if you have created one.
- If you do not have a Group,
- you can create it under the System heading. If it is cut out,   select the Groups.
- You can choose a platform from Linux or Windows (BETA)
- If you have entered everything and click on ADD SERVER, then you   have added a server.

Install on your own server:
- If you have added the server you can click on the blue eye.
- Then you get a popup with a code for linux version and if you   have windows you follow the steps with the popup what is stated.


You go to the webpage that you have received from us and you log in to it.

- Enter the email address and password
- On the right you will see the Website menu.
- If you have clicked on the Website you will see a blue button   with the text ADD Website
- At Name you can enter something such as the Hostname or the   website name.
- At Group you can select one if you have created one.
- If you do not have a Group,
- you can create it under the System heading. If it is cut out,   select the Groups.
- You can add the link to the URL and always start with HTTP:// or   HTTPS://
- Search String is not mandatory but click on the information   buttum to see if this applies.


We install the website and also the cronjobs. You do not have to do anything yourself The only thing you have to do is add servers and website.


You go to the webpage that you have received from us and you log in to it.

- Enter the email address and password
- On the right you will see the System menu.
- Then the menu will expand, if you choose settings,
  you will see all the settings and you do not have to do anything   with Cron Jobs.


It is very annoying that you have forgotten your password. We L'Espoirs explain how your password has been reset within 1 minute.

- Click on Forgot password
- Enter your e-mail address that is known to us and click on Sumbit

If you want to reset the password now, click on the
Forgot password
link.


When you log in to your customer panel.

- Then choose Projects from the menu.
- Click on Project name:
- Then click on Tickets.
- Click on Open ticket.
- Describe the Subject of your question well.
- You can see that the project has already been completed for you.
- Department you choose Technical Support.
- Priority its Medium.
- Service you can choose from Technical Problem.
- Free text: Explain what package or services you want to order.
  This would be delivered as quickly as possible.


We aim respond within 60 minutes, but this can result if it is very busy. Try to give a good and complete answer to their questions from everyone


Upload & File's




I have forgotten my password from my cloud, how can I reset these? Click on this link.


We offer the possibility to upload a maximum of 15 GB, this is calculated per file. So one file can be a maximum of 15 GB.


You can log in if you click on Login on the top menu bar.
You can also use this link to access the page to log: https://www.cloud.lespoirs.com


We regret that you want to cancel, but unfortunately your files do not remain on the cloud.
The moment you cancel your services, it means that the account will also be deleted.


Yes, you can share the files with a link and put a password on it and then share it so that not everyone can see it


Yes, this is certainly possible, see the options you have when you share files.

- Can Edit
- Can Download
- Can View

These are the option that you have.


If you decide to share files yourself and you want to add people to it, then you can. If you can't figure it out, we'd love to hear from you with a support ticket.


L'Espoirs automatically makes a link for you if you press the know link of creat link. After you have read all the fields what you would like.


The moment you would share a file with someone else and you would get the file deleted then you see an error message.


Cloud has all your rights and is such that we do not impose a limit on you anywhere. We will therefore give you complete freedom so that you can, for example, create 50 folders with all the photos from your holiday or upload your wedding photos.

Packages




When you log in to your customer panel.

- Then choose Projects from the menu.
- Click on Project name:
- Then click on Tickets.
- Click on Open ticket.
- Describe the Subject of your question well.
- You can see that the project has already been completed for you.
- Department you choose Customer Services.
- Priority its Medium.
- Service you can choose from Cancel Services.
- Free text: Explain what package or services you want to order.
  This would be delivered as quickly as possible.


When you log in to your customer panel.

- Then choose Projects from the menu.
- Click on Project name:
- Then click on Tickets.
- Click on Open ticket.
- Describe the Subject of your question well.
- You can see that the project has already been completed for you.
- Department you choose Technical Support.
- Priority its Medium.
- Service you can choose from Upgrade or Downgrade Services.
- Free text: Explain what package or services you want to order.
  This would be delivered as quickly as possible.


No, you can no longer upload if you reach the limit, you will receive the message upgrade your package.


You have a month contract, otherwise you have no cancellation period, you can cancel at any time, there are no extra costs involved.


However, this can take up to 3 hours before it is online. We try to deliver this as quickly as possible.


We have a firewall active on the cloud, this is to keep the wrong files out, if you have any questions about it, please feel free to contact us.


You cannot share L'Espoirs Cloud, but you can share the files if you want with a link that is created automatically.


Yes, in the future the packages will certainly be expanded and become larger. When this happens we cannot say yet.


The contract conditions remain the same, so only the package changes, if there are any questions, we would like to hear from you.


The person who logs in is responsible for his invoices and what goes on in the cloud. If the person in question wants to do this for someone, you can.






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