Get fast answers to Frequently Asked Questions.

• Questions about Charter Business® Billing
• Questions about Charter Business® Backup
• Questions about Charter Business High-Speed Internet™
• Questions about Charter Business® Video
• Questions about Charter Business Telephone™
• Questions about Charter Business® Charter Domain Email
• Questions about Charter Business® Custom Domain Email
• Questions about Charter Business® Charter Domain Hosting
• Questions about Charter Business® Custom Domain Hosting

For additional questions, our customer service representatives are available for you. Questions about Charter Business Billing

• Q. How do I update my account information?
• Q. How do I get answers to questions about my contract?
• Q. How do I identify my sales representative?
• Q. What do I do if I haven't received a billing statement?
• Q. Why have my rates changed?

If you have additional questions, our customer service representatives are there to help. Q. How do I update my account information? A. Please contact your customer service representative for assistance. For billing inquiries, call:800.314.7195. Back to top Q. How do I get answers to questions about my contract? A. Please direct all questions pertaining to your contract agreement to your Charter Business sales representative. Q. How do I identify my sales representative? A. Complete appropriate portions of the Product Inquiry form and a sales representative will call you, or call us at: 800.314.7195. Back to top Q. What do I do if I haven't received a billing statement? A. You may not receive a statement if there is not a balance due or when there is a credit on the account. Charter Business does not send a billing statement under these circumstances. If in doubt, please contact your customer service representative for assistance at: 800.314.7195. Back to top Q. Why have my rates changed? A. For questions regarding your rates, please contact your customer service representative at 800.314.7195. Back to top Questions about Charter Business Backup

• Q. How do I install Charter Business Backup?
• Q. What are the system requirements for Charter Business Backup?
• Q. What operating systems can be used with Charter Business Backup?
• Q. What do I do if I miss a backup because my laptop is off-line?
• Q. How do I restore lost data?
• Q. When is the best time to schedule backups?

Click here To access pages that support and describe the Backup service operations. Q. How do I install Charter Business Backup? A. After establishing an account, you have three options for installing the Charter Business Backup software:

1. Download the user guides and release notes from the Charter Business Backup Software Downloads page and install the software yourself.
2. Request that a Charter Business Backup Product Support representative guide you through the installation process over the phone.
3. Request that a Charter Business Backup Product Support representative schedule and perform a remote installation through a remote assistance session, temporarily sharing control of your desktop to perform the installation.

Whatever method you choose, first you must:

1. Download the software client from Charter Business Backup Software Downloads.
2. Have the following account information, which Charter Business Backup Product Support will send to you via an email message, ready to begin installation:
   • Vault Name
   • Vault Address
   • Account
   • User
   • Password

For installation assistance, call Charter Business Backup Product Support at: 800.314.7195. Back to top Q. What are the system requirements for Charter Business Backup? A. See the release notes of each application on the Charter Business Backup Software Downloads page. Back to top Q. What operating systems can be used with Charter Business Backup? A. Standard backup software clients are available for Microsoft® Windows® and its variants. Release notes, available for download from the Charter Business Backup Software Downloads page, identify specific operating system requirements for each Charter Business Backup application. If you have a system other than Windows, contact Charter Business Backup Product Support at: 800.314.7195. Back to top Q. What do I do if I miss a backup because my laptop is off-line? A. You can configure the software client on your laptop to run backups automatically upon connection. Then, when you are away, data from your laptop will be backed up the next time you connect to the network. Schedule behavior can be adjusted in the Advanced section of the Desktop Agent Configuration screens. Back to top Q. How do I restore lost data? A. For Desktop Agent
To restore files from a backup

1. Open the Charter Business Backup desktop interface.
2. Maximize the window for the best view.
3. Click the Restore tab.
4. From the drop-down list under Backup Version, select the date of the backup for your restore.
5. In the Source Files window, expand the directory tree to list the files or directories you want to restore.
6. Click to check the box(es) next to the directory or set of files you want to restore.
7. Click to check the box next to Alternate Destination.
8. Note: Charter Business recommends that you select a folder other than the original folder for the location of the retrieved data. This way you can ensure that nothing is overwritten accidentally during the restore process.
9. To select a different destination folder, click the Browse button.
10. Browse to the folder that will be your destination folder, highlight it, and click the OK button.
11. Note: To create a new folder for your restored files, click the Make New Folder button.
12. In the Encryption Password field, type your encryption password if you have chosen to use one.
13. Click the Run Restore button.
14. When the restore is finished, the Status column of the Current Processes screen will read Inactive: Restore completed.
15. Close the Charter Business Backup desktop interface.

The files you specified for restore are now available in the folder you chose as your destination folder. Note: The restored file's directory structure is recreated under the destination folder you specified. For Agent Console
To restore files/folders from a backup

1. Open the Charter Business Backup interface.
2. Maximize the window for the best view.
3. Expand the MyComputer icon by clicking the + sign. At least two icons display: Processes and MyBackup.
4. Right-click the icon that represents your backup task;the default is MyBackup.
5. Select the Restore option.
6. Click the pull-down arrow under the heading:
7. Restore from the following safeset.
8. Click the date from which you would like to restore data.
9. In the Encryption Password field, type your encryption password if you have chosen to use one.
10. Click the box next to Data Files.
11. Click the Add button.
12. Expand the directory structure of your backup.
13. Highlight the directories, files or folders you would like to restore.
14. Click Include. (If you have selected a folder,it will have a checkmark next to the word "Recursive". Leave this box checked and it will open any subfolders in your selection and restore those selections.)
15. Click the OK button when you have selected all the items you wish to restore.

Back to top Q. When is the best time to schedule backups? For Desktop Agent
For top speed and efficiency, it's best to schedule backups for times when your operations are least active. Typically, performing backups in the middle of the night provides the best results. For Agent Console
When you install, Agent Console gives you a choice of times for server backups. Back to top Questions about Charter Business High-Speed Internet™

• Q. What is DNS?
• Q. What are the system requirements needed for High-Speed Internet Access?
• Q. How do I determine my IP address?
• Q. What is the difference between a static and dynamic IP address?
• Q. How do I get a static or dynamic IP address?
• Q. How do I configure my IP address?
• Q. How do I get my custom domain information redirected to Charter Business® from my present Internet service provider (ISP)?
• Q. How do I administer my custom domain accounts from anywhere?

Q. What is DNS? A. The domain name system (DNS) is one of the many services that support a user's connection to the Internet from an IP network. It functions as the "name keeper" for all the important resources such as web servers and FTP servers. DNS allows the user to remember the friendly name, like www.charter.com, even though the network needs to know the numeric IP address (e.g., 123.123.123.123). The DNS is a worldwide network of servers (each primary server has a secondary server for security and redundancy) that maintain a distributed, shared database mapping the name and corresponding IP address of every publicly accessible device on the Internet. The mapping of a domain name to a number and a number to a domain name makes the web more market-oriented and easier to navigate.

• DNS is structured hierarchically, starting at the 'root'(represented by a period "." or dot).
• Top-level domains or TLDs include .com, .org, .gov, .edu and .net, for example. The top-level domain is the right-most 'dotted' label in a URL (uniform resource locator).
• Other mid-level domains are the country-specific extensions (if used), host level domains, which includes Charter-Business.com, for example.

On another level are the resource domains, www or ftp, for example. Charter Business hosts both the primary DNS server and the secondary DNS server. The primary DNS server is the only one that can be both read from and written to for domain information. The secondary DNS server is the backup and is a copy of the primary DNS server database. The different kinds of DNS records that a DNS host server typically includes in the database are:

• A Records: map the URL to the IP address
• MX Records: identify the name and IP address of mail servers
• NS Records: specify other DNS servers in the same zone
• Cname Records: allow use of an alias name that resolves to the A Record resource

Charter Business maintains the following DNS records on its DNS servers: Back to top Q. What are the system requirements needed for High-Speed Internet Access? Click here to view the minimum system requirements for High-Speed Internet Access. Back to top Q. How do I determine my IP address? If you go to http://whatismyip.com,you will learn your specific IP address. Back to top Q. What is the difference between a static and dynamic IP address? A. Static IP addresses do not change; the customer gets an IP address and that's it. Dynamic addresses do change. They are actually 'leased' to the customer for a set period of time, with the need for change determined by the system's DHCP server configuration. Static IP addresses are most advantageous for customers who use certain types of VPN software or who are running a server on site. Back to top Q. How do I get a static or dynamic IP address? A. Whether you have a static or dynamic IP address depends on the Charter Business package you purchased. If you are uncertain, contact a sales represenative at: 800.314.7195. Back to top Q. How do I configure my IP address? A. The only difference in the way the two types of addressess are used lies in how they are configured on the customer premise equipment.

1. From the Control Panel on your PC, click Network or Local Area Network.
2. Click TCP/IP on the list of network components.
3. Click Properties.
4. Click the IP address tab.
   • To get an address dynamically, click the button for Obtain an IP address automatically (DHCP)
   • To specify a static address, click the button for Specify an IP Address.

Back to top Q. How do I get my custom domain information redirected to Charter Business® from my present Internet service provider (ISP)? A. First, Charter Business highly recommends that you maintain a local backup copy of your current web site and email account content, both before and after transfering files.

• Your domain administrator handles this task.
• To redirect, your domain name registrar needs the Charter Business DNS host addresses:
• Primary DNS Name Server name and IP address: AUTH0.NS.CHARTER.NET 209.225.8.42
• Secondary DNS Name Server name and IP address: AUTH1.NS.CHARTER.NET 24.240.141.241

The process follows these general steps:

1. Charter Business notifies you when your web and email administration accounts have been established.
2. Use FTP access to connect tou our web site host server, using the administrative email account name and password provided.
3. Upload your domain web site content.
4. Set up your email accounts.
5. Notify your domain registrar that you are redirecting your domain name service to Charter Business and supply them with the addresses (above) of the Charter Business DNS name servers.
   Note: It typically takes 24-72 hours after your registrar modifies the DNS entries for the changes to propagate throughout the Internet.
6. Notify your Charter Business sales representitive when your registrar has completed the DNS service transfer.
7. Verify that your Charter Business hosted web site is accessible.
8. Close your previous hosting account.

The specific process for updating your domain's DNS entries varies depending on the registrar for your domain name. Some provide online, automated tools for transfering service. Others require your to contact them directly. Either way, you will probably need the user name and password for your domain account (provided by the registrar) to finalize the changes. Back to top Q. How do I administer my custom domain accounts remotely? A. Using the administrator version of the online WebMail interface, the domain administrator can manage the domain from almost any Internet-enabled computer. Back to top Questions about Charter Business® Video

• Q. How do I determine the availability of Pay-Per-View services?
• Q. How long does it take to get Pay-Per-View services installed?

Q. How long does it take to get Pay-Per-View services installed? A. If the commercial location is already wired for service, it should take less than five working days. Back to top Q. How do I order a Pay-Per-View program? A. Order through your Charter Business sales representative. Back to top Questions about Charter Business Telephone™

• Click here to view and print the Charter Business Telephone™ service Overview Kit.
• Click here for detailed instructions on how to use telephone features.

Back to top Questions about Charter Business® Charter Domain Email

• Click here with questions about Charter Business® Charter Domain Email

Back to top Questions about Charter Business® Custom Domain Email

• Click here with questions about Charter Business® Custom Domain Email

Back to top Questions about Charterinternet.com Domain Hosting

• Q. What is the URL format for my site?
• Q. What is the URL format to manage my site?
• Q. How do I log in?
• Q. How do I view my files that have been uploaded using the control panel?
• Q. Can I add FTP accounts?
• Q. I've never built a website before. How do I get started?
• Q. How do I begin building my site using the Site Builder?
• Q. How do I reset my password from inside the control panel?
• Q How do I reset my password if I cannot log into the control panel?

Q. What is the URL format for my site? A. <username>.charterinternet.com Back to top Q. What is the URL format to manage my site? A. <username>.charterinternet.com/manager Back to top Q. How do I log in? A. When you go to <username>.charterinternet.com/manager for the first time, you will be prompted to install a certificate for this site. Please follow the onscreen instructions to allow the certificate to install correctly so the site can be viewed. From there, enter your username and password. Back to top Q. How do I view my files that have been uploaded using the control panel? A. Click on "File Manage" under "Web Space Utilities" off to the left side. This will prompt you to enter a username and password. This is the same username and password that you logged into the control panel with. If you're using an FTP client, the address you FTP to is <username>.charterinternet.com. Back to top Q. Can I add FTP accounts? A. Yes, you can add FTP accounts, as well as set quota limits and home directory parameters via the control panel. See the "FTP" section in the control panel. Back to top Q. I've never built a website before. How do I get started? A. The Site Builder application is a powerful and flexible tool that you can use to build your website. You can select a template and fill in your content through a menu-driven application. Select the Site Builder icon from the control panel. Back to top Q. How do I begin building my site using the Site Builder? AA. Once you log into the management portal, you will be at the main screen, where it says "Virtual Dedicated Server" at the top in orange. . On this page, click on "Launch Site Builder" – the "Page Manager" gives a layout of your website. Also, to the left there is a link to the User Manual on how to build a website with our tool. Please be sure to have Adobe Reader installed in order to view this manual. You can also reference the movie feature within Site Builder to outline and design a website. Back to top Q. How do I reset my password from inside the control panel? A. To change your password, if you feel that the current password has been breached, log into your website and from the main page, under site management, click on "Set a New Password." From here you will be able to set up a new password to access your website. Back to top Q How do I reset my password if I cannot log into the control panel? A. If you are unable to access the control panel with your current username and password, please call 800-314-7195 and we will be happy to reset the password for you. Back to top Q How do I reset my password if I cannot log into the control panel? A. If you are unable to access the control panel with your current username and password, please call 800-314-7195 and we will be happy to reset the password for you. Back to top For other questions and detailed help, please view the "Help" link at the top of the webpage in your control panel screen. The "Help" section can only be accessed from the current page that you are viewing in the control panel. Questions about Charter Business® Custom Domain Hosting

• Q. What is the URL format for my site?
• Q. What is the URL format to manage my site?
• Q. How do I log in?
• Q. How do I view my files that have been uploaded using the control panel?
• Q. Can I add FTP accounts?
• Q. Can I manipulate my domain's DNS parameters?
• Q. What programming tools are available to build my website?
• Q. I've never built a website before. How do I get started?
• Q. How do I begin building my site using the Site Builder?
• Q. How do I reset my password from inside the control panel?
• Q. How do I reset my password if I cannot log into the control panel?

Q. What is the URL format for my site? A. www.<your-domain>.com. Back to top Q. What is the URL format to manage my site? A. www.<your-domain>.com/manager. Back to top Q. How do I log in? A. When you go to www.<your-domain>.com/manager for the first time, you will be prompted to install a certificate for this site. Please follow the onscreen instructions to allow the certificate to install correctly so the site can be viewed. From there, enter your username and password. Back to top Q. How do I view my files that have been uploaded using the control panel? A. Click on "File Manage" under "Web Space Utilities" off to the left side. This will prompt you to enter a username and password. This is the same username and password that you logged into the control panel with. If you're using an FTP client, the address you FTP to is www.<your-domain>.com. Back to top Q. Can I add FTP accounts? A. Yes, you can add FTP accounts, as well as set quota limits and home directory parameters via the control panel. See the "FTP" section in the control panel. Back to top Q. Can I manipulate my domain's DNS parameters? A. Yes. See the options under "Domain Settings" in the control panel to adjust domain records, define aliases and change settings. Back to top Q. What programming tools are available to build my website? A. The following tools are available: Perl, Personal CGI's, Python, PHP, FrontPage, and MySQL. Some of these applications are pre-installed, and others must be installed before they become available. Select the "Install and Manage" link under the "Applications" section within the control panel to activate and deactivate these programming tools. Back to top Q. I've never built a website before. How do I get started? A. The Site Builder application is a powerful and flexible tool that you can use to build your website. You can select a template and fill in your content through a menu-driven application. Select the Site Builder icon from the control panel. Back to top Q. How do I begin building my site using the Site Builder? A. Once you log into the management portal, you will be at the main screen, where it says "Virtual Dedicated Server" at the top in orange. On this page, click on "Launch Site Builder" - the "Page Manager" gives a layout of your website. Also, to the left there is a link to the User Manual on how to build a website with our tool. Please be sure to have Adobe Reader installed in order to view this manual. You can also reference the movie feature within Site Builder to outline and design a website. Back to top Q. How do I reset my password from inside the control panel? A. To change your password if you feel that the current password has been breached, log into your website and from the main page, under site management, click on "Set a New Password." From here you will be able to set up a new password to access your website. Back to top Q. How do I reset my password if I cannot log into the control panel? A. If you are unable to access the control panel with your current username and password, please call 800-314-7195 and we will be happy to reset the password for you. Back to top For other questions and detailed help, please view the "Help" link at the top of the webpage in your control panel screen. The "Help" section is unique to the current page that you are viewing in the control panel.