H-Sphere Admin FAQ - Positive Software Corporation

1) Under root, login as cpanel superuser:
# su - cpanel
To implement customization correctly, all template files and directories should have cpanel:cpanel ownership, and the make directive (see no. 7 below) should be run ONLY under the cpanel user.
2) Copy the top.html.in template from ~cpanel/shiva/shiva-templates/common/design/ directory to the custom template location (e.g.: ~cpanel/shiva/custom/templates/common/design/).
3) In the <title> tag, replace "H-Sphere" with the name you need. You can also replace it with the company name variable used in the system: ${settings.name}
4) If necessary, repeat steps 1 and 2 for other design locations (e.g. nomenu and textbased).
5) Open file ~cpanel/shiva/psoft_config/hsphere.properties and check the USER_TEMPLATE_PATH variable. It must be uncommented and contain the correct location for your custom templates.
6) Change directory to shiva-templates/ and run ./configure
7) Run make
If the changes haven't taken effect, restart H-Sphere.
More on Template Customization.

1.4. How do I set up a new merchant account?

See Setting Up Merchant Gateway section of the Admin Guide

1.5. Where can I get a merchant account?

Positive Software recommends Processing Credit Cards Payment Solutions:

1.6. Where can I setup Privacy Statement and User License Agreement?

This is available from the Look And Feel -> Misc. Texts -> Signup Texts -> End User License Agreement and Look And Feel -> Misc. Texts -> Privacy Statement<>

1.7. Where can I set up address for users to send checks?

This is available from the Look And Feel -> Misc. Texts menu.

1.8. How can I make sure that I am notified when a user gets a system error?

Set up Critical Error mailing list in Settings->Mail Settings menu. Please see the Mail Settings - Internal Mailing Lists section of the Admin Guide

1.9. What items are used by H-Sphere to measure traffic and other data (Gigabytes, Megabytes, Gigabits)?

Usually H-Sphere uses MB (Megabytes) to measure disk space. Traffic is measured in GB (Gigabytes). Gigabits are usually specified in Gb.

1.10. How do I log into H-Sphere for the first time?

The default login and password for H-Sphere 2 is admin/admin, please change the password as soon as possible.

1.11. What's the practical difference between Linux and Windows hosting?

They offer a somewhat different set of services. The whole question is not too easy to answer - your choice really depends on what customers you are going to have. For those starting from scratch Linux would probably be a better (and cheaper)choice, since the very OS is free, requires less hardware and in most cases runs faster, while those clients transferring their sites made with the use of Visual Basic, ASP and other Microsoft-related technologies would prefer using Windows hosting. Most commonly, hosting providers prefer to offer both Windows and Linux hosting to give their customers the widest range of services.

1.12. Do you have any documentation about SiteStudio?

Check our SiteStudio FAQ.

1.13. What specific things can I troubleshoot without breaking H-Sphere?

Consider the following log locations:

CP H-Sphere logs:               /var/log/hsphere/hsphere.log
CP apache logs:                 ~cpanel/apache/logs/
Web (webmail) apache logs:      /hsphere/local/var/httpd/logs/
Web proftpd logs:
                                /hsphere/local/var/proftpd/xferlog
                                /var/log/proftpd/auth.log
Mail:                           /var/log/maillog
DNS, etc:                       /var/log/messages

1.14. Can I have wwwuser on the Windows platform?

Yes, it would work the same way as on the Linux platform. However, you can't move wwwuser between Windows and Linux, you would have to delete wwwuser under Linux, then create it under a Windows system plan, and then configure all its settings.

1.15. How do I change the time of when the cron jobs are started?

su - cpanel psql hsphere wwwuser select * from last_start;
That will list your active cron jobs and the time they are started.
Execute the following query:
hsphere=# update last_start set value = '2003-03-17:TIME' where name in ('NAME');
, where:
TIME is the time when you'd like cron to be started;
* hours, minutes and seconds should be separated with coloumn as in 00:00:00
NAME is the cron job you'd like to change launch time for.

2. Database

2.1. How do I query the database?: If you are using Windows, you can use corresponding ODBC drivers. The password and other required parameters can be found in the file ~cpanel/shiva/psoft_config/hsphere.properties. To query the database from Unix, login as root, and run the following command from the command line:
psql -U wwwuser hsphere.
If you get an error, add psql path to this command:
/usr/local/pgsql/bin/psql -U wwwuser hsphere.
Then run your query. Note that all queries must end in semicolons.
2.2. How do we go about changing the password for the H-Sphere database?: 1) Log in to the CP server as root.
2) Log in as postgres user:
su - postgres
3) Find file passwd. Typically, it is located in ~postgres/data/
4) Type pg_passwd passwd
5) Type wwwuser
6) Enter and confirm your new password.
7) Log in as root.
8) Open file ~cpanel/shiva/psoft_config/hsphere.properties and change password in the following line:
#OBS_DB_PASSWORD =
9) Go to the directory with SiteStudio config files:
cd /hsphere/shared/SiteStudio/psoft_config/
10) In each .properties file, change value in the line:
DB_PASSWORD =
11) Restart control panel.

Alternatively, you can do it with the following SQL query:
ALTER USER wwwuser WITH PASSWORD 'new_password';
2.3. How do I gain root access to the MySQL database?: The password is in ~mysql/.my.cnf.
2.4. Why doesn't H-Sphere create MS SQL db user with db owner permissions?: H-Sphere creates MS SQL users without db owner's permission, because such permissions would allow users to change quotas which is not what most providers would like them to be able to do. H-Sphere shouldn't be treated in any aspects as a db management tool. It just provides the access to dbs. To import and export dbs and execute similar management operations, users should use Enterprise Management or other similar clients.
2.5. I have migrated MS SQL server to a new box, now I need to update my system database.: # select * from p_server;
store the win2.host-services.com physical server id (the id field), XXX
# select * from l_server;
store the sql logical server id (the id field), YYY

update the H-sphere main postgresql DB data:
# update l_server set p_server_id=XXX where id = YYY;

When it's done, don't forget to restart the H-Sphere CP service.
2.6. I am moving MS SQL server content. How do I update H-Sphere database?: 1) Move the MS SQL server content to the new host;
2) Back up your H-Sphere database;
3) Execute the following SQL query on your CP DB to change the host id for MS SQL resource:
begin;
to begin the transaction. Then run:
update mssqlres set mssql_host_id = NEW_HOST_ID where id in (select child_id from parent_child, mssqlres where child_id = id and account_id = ACCOUNT_ID) and mssql_host_id = OLD_HOST_ID;
where NEW_HOST_ID is the target logical server ID, OLD_HOST_ID is the source logical server ID, ACCOUNT_ID is the account ID. The logical server IDs can be found under the E.Manager menu.
4) Run the following query to check if the update went correctly:
select * from parent_chlid, mssqlres where child_id = id and account_id = ;
If everything is ok, run
commit;
to apply changes. To cancel the transaction, run
rollback;

3. Managing User Accounts

3.1. How do I know that a new user has signed up?: You can set to receive copies of notification e-mails by setting up SIGNUP mailing list in Settings->Mail Settings menu. Please see the Mail Settings - Internal Mailing Lists section of the Admin Guide
3.2. How do I obtain my customers' credit card numbers?: You need to run the following query against the H-Sphere database:
select cc_number, name, exp_year, exp_month, type from credit_card where id=(select bi_id from accounts where id=account_id)
Don't forget to replace user_id with the ID of a real account.

4. New Version Upgrades

4.1. How do I tell which version of hsphere is installed?: Version is located in /usr/hsphere/local/home/cpanel/shiva/psoft_config/HS_VERSION. Besides with H-Sphere 2.3 and higher versions you can see your H-Sphere version from your main admin CP (INFO-> System info).
4.2. How much downtime does it take to upgrade H-Sphere?: Normally, 10 to 20 minutes. You need to give your consent and specify the approximate hours when you want to have it upgraded.

5. Manual Server Management

5.1. How do I backup system files and customer info?

To backup system files, make a copy of the /hsphere directory including the real directories and files, rather than symlinks they point to. User website content can be backed up using standard unix utilities like tar, cpio, dd, dump or pg_dumpall. To backup H-Sphere database and properties files, SiteStudio properties files, and OpenSRS properties files, you can use a backup script, which is available in H-Sphere 2.08 and higher.

5.2. My client unknowingly deleted a domain.com directory. How do I keep people from doing this?

It is difficult to protect the directory from the user, who is the full owner. Otherwise, the user would be unable to write to this directory. Moreover, users may need to delete this directory sometimes (e.g. when it is not used anymore). Also, not allowing to delete the directory will not resolve the problem, because if the directory remains, but the files are deleted, the site will be down anyway.

5.3. What is the easy way to get the version of Apache running?

Depending on where your apache install is located, the path would be:
/path/to/apache/httpd -v
Another way is to run the following commands:
$ rpm -qa | grep apache (for Linux)
$ pkg_info | grep apache (for FreeBSD)

5.4. What is the easy way to get the version of MySQL running?

Depending on where your MySQL install is located, the path would be:
/path/to/mysql/mysqld -v
Another way is to run the following commands:
$ rpm -qa | grep mysql or $ rpm -qa | grep MySQL (for Linux)
$ pkg_info | grep mysql or $ pkg_info | grep MySQL (for FreeBSD)

5.5. What is the easy way to get the version of PgSQL running?

Execute the following commands:
$ rpm -qa | grep postgres (for Linux)
$ pkg_info | grep postgres (for FreeBSD)

5.6. How can I get the version of PHP running?

Create a file with the .php extension, e.g:"phpinfo.php" and put there the following:
<? phpinfo(); ?>
Then pull it up in your browser and launch. It will show all necessary information.

5.7. How do I restart POP, MySQL, Apache, FTP, SSH, and other services?

Run the following commands from the server console:
On Linux: /etc/init.d/service stop/start, where the service is qmail, named, postgres, mysql, proftpd, ssh etc.
On FreeBSD: /usr/local/etc/rc.d/service stop/start, where service is qmail.sh, postgres.sh, mysql.sh, proftpd.sh etc.

5.8. How do I change the update interval of the Webalizer and Modlogan report?

Go to the root crontab file and find the following line:
0 2 * * * /hsphere/shared/scripts/cron/cron_rotate.pl
It means that Webalizer + Modlogan run at 2.00 every day. But beware, this process takes a lot of system resources.

5.9. When browsing to the physical server IP's I get a directory listing. How can I provide automatic redirection to my service domain?

You can use the redirect feature that comes with your service account. Go to the web options page, and add a redirect. If validation does not allow this kind of redirection, you can put into the root directory an index.php file with the following content:

<?php
        Header("Location: http://www.microsoft.com")
?>

The latter option requires PHP support.

6. Mail

6.1. What is the HOSTMASTER e-mail in the Settings->Company Info setup for?

Hostmaster e-mail is used as a technical contact for your DNS boxes. It is passed to OpenSRS system with domain registration.

6.2. On POP mail box accounts, does postmaster count as one of the mail boxes in the limit?

No. If you give a client 5 POP accounts, they will have five plus postmaster.

6.3. How do I install FP mail on the web server?

Change "mail.domain.com" to a needed SMTP server name and execute the following commands:

# cd /usr/local/frontpage/version5.0/bin/

# ./owsadm.exe -o getproperty -pn SMTPHost
server output>        Starting getproperty, port: global.
server output>        Property "SMTPHost" not found.

# ./owsadm.exe -o setproperty -pn SMTPHost -pv mail.domain.com
server output>        Starting setproperty, port: global.
server output>        Property "SMTPHost" set to "mail.domain.com".

6.4. What should I do if in the Welcome or Invoice letter there is no e-mail address to send an email to in case a user runs into a problem?

To add a Customer Support Info paragraph to the system e-mails, go to your admin panel-> LookAndFeel -> Misc.Text page and fill in the corresponding form.

6.5. How can I add the ip address to qmail so that that machine can relay?

If you use qmail + vpopmail, the following commands should be enough:

# echo "192.168.1.1:allow,RELAYCLIENT=\"\"" >> ~vpopmail/etc/tcp.smtp
# tcprules ~vpopmail/etc/tcp.smtp.cdb tcp.smtp.tmp < ~vpopmail/etc/tcp.smtp
# chown vpopmail ~vpopmail/etc/*

Make sure to insert your IP address instead of the 192.168.1.1 and add a full path to the tcprules program if it isn't in the system paths.

6.6. How do I increase the maximum simultaneous remote deliveries allowed via qmail?

Create ~qmail/control/concurrencyremote file on your mail server. In this file, enter the maximum simultaneous remote deliveries allowed via qmail:

--------------------------------
[root@mail control]# cat concurrencyremote
50
--------------------------------

Then restarted qmail daemon:

--------------------------------
[root@mail control]# /etc/rc.d/init.d/qmaild stop
Shutting down qmaild :Killed
[root@mail control]# /etc/rc.d/init.d/qmaild start
Starting qmaild :
[root@mail control]#
--------------------------------

7. Web

7.1. How do I know how many users and web sites I have on a particular box?: Go to E.Manager -> select web logical server on this box and there check the Usage section.
7.2. How do I know which server receives newly created accounts?: Go to your admin CP -> E.Manager -> Logical Server and check which web logical servers are Available for signup. If there are several logical servers available for receiving new accounts the system will distribute them by randomize, unless you define a specific web group available for your logical servers under a certain plan (Admin CP -> INFO->Plans->Plan Edit Wizard->Web Services Section -> Logical Server Group entry).
7.3. What is shared SSL certificate?: A good explanation is given at http://www.verisign.com/isp/shss/.
7.4. Can I have SSL support on a virtual server?: No. Every virtual domain that wants their own SSL certificate must have an IP. During the SSL handshake, the certificate is requested from the server - which occurs before any HTTP data has passed across the connection. Therefore, the web server has not yet received the host header so it can not use it to determine which certificate to send.
7.5. How do I install SSL for the order forms to be secure?: SSL is supported by H-Sphere clients apache web server. You can access it through the 443 port. For this, you need to generate a ssl certificate and register it with a trusted certificate authority, for example www.thawte.com. You can register an individual certificate for each domain or a shared ssl certificate for all subdomains of the selected domain.
7.6. Is there a way to set up a demo account on my system?: No, but you can allow trial hosting with a trial period of 1 to 2 days.
7.7. How do I know that traffic is calculated?: Check with the directories /hsphere/local/var/statistic/ and /hsphere/local/var/statistic/loaded for loaded and new traffic data respectively.
7.8. How do I configure Webalizer?: You can't configure it from the H-Sphere interface. You need to edit the /hsphere/shared/scripts/cron/cron_rotate.pl file.

8. Winbox

8.1. How do I upgrade my Win2000 server FrontPage extensions to 2002?

Find the file hsphere/scripts/conf.inc on the disk where your H-Sphere is installed. Find the following lines:

// path to FrontPage directory
frontPagePath = "C:\\Program Files\\Common Files\\Microsoft Shared\\Web Server Extensions\\40\\BIN\\"

// FrontPage administration program name
frontPageAdmUtil = "fpsrvadm.exe"

Change them to the following:

// path to FrontPage directory
frontPagePath = "C:\\Program Files\\Common Files\\Microsoft Shared\\Web Server Extensions\\50\\BIN\\"

// FrontPage administration program name
frontPageAdmUtil = "owsadm.exe"

Then find the line:

fpProcessWait =

Set the value to 3:

fpProcessWait = 3

Next, restart HSSvc on the Win2000 server by running the following commands from the command line: n where your apache install is located:

net stop HSSVC
net start HSSVC

9. Online Stores

9.1. When a client clicks the Miva setup button, does it require my interaction?: No. As soon as you have enough Miva Merchant licenses available, the shopping cart is set up automatically. No interaction by you is required.
9.2. Will my osCommerce 2.0 and 2.2 continue working when I upgrade PHP to the latest 4.3 version?: Both osCommerce 2.0 and 2.2 will stop working or have considerable problems running after upgrading PHP to 4.3 version. Although osCommerce 2.2 can be fixed. To make it work, you should put php.ini file into /usr/local/lib/.

10. IP and Domain Settings

10.1. What is an instant alias?: Instant alias is used together with Virtual Hosting (Shared IP) to provide a way for a user to instantly access his account, even before the DNS information about his domain is propagated.
10.2. What is the difference between Virtual Hosting and IP Based Hosting?: HTTP/1.1 allow Virtual or Shared IP Hosting. All the domains are registered with the web server on the same IP. Web Server finds the correct web site by the domain name. Such hosting was created to make up for the lack of IP addresses.
10.3. When do I have to use IP Based Hosting?: IP Based Hosting is required when you want to have Virtual or Anonymous FTP. SSL also requires IP Based Hosting.
10.4. How do I get more IP addresses?: The first place to ask is your provider. You might also want to go to RIPE NCC if you are in Europe, Middle East, parts of Africa Europe, ARIN if you are in North America, South America, the Caribbean and sub-Saharan Africa, or APNIC if you are in Asia Pacific.
10.5. Is it safe to edit DNS in root?: Yes, if you don't change file permissions and run the named daemon (and the ndc command) only with according parameters (like -u named)
10.6. Is it ok, once the domain is fully propagated to delete the stopgap domain?: Yes, it will be okay. They are not connected with each other.
10.7. I already have a working DNS server. How do I keep my existing DNS information without having to register existing DNS zones in H-Sphere?: H-Sphere name server stores DNS zone descriptions in the directory /hsphere/local/var/named. The default is /var/named.
To use existing DNS information on H-Sphere DNS box, you need to do the following:
1) Create a new folder, for example zones inside /hsphere/local/var/named.
2) Transfer all your data from /var/named into this directory.
3) Correct paths to zone files in named.conf, for example:
Original string:
zone "mydomain.com" { type master; file "mydomain.com"; };
Corrected string:
zone "mydomain.com" { type master; file "zones/mydomain.com"; };
10.8. I'm a reseller. How do I add domain names for my customers?: To add new domain names to offer third level hosting, go to your control panel, select DNS Manager in the E.Manager menu, and create new DNS zones. Make sure to register these DNS zones with registration companies, such as InterNIC or OpenSRS. Each new DNS zone will be the domain name you will offer your customers. Also, we recommend that you create service domains in each of these DNS zones.
10.9. How do I configure the primary and secondary DNS servers for my hosting site on the same server (I have only one)?: 1. add IPs you need into the named.conf configuration file (the "listen-on" parameters).
2. copy the three scripts from the /hsphere/shared/scripts/SingleDns/ directory into the /hsphere/shared/scripts/ directory replacing existing scripts and execute the /hsphere/shared/scripts/fix_perm.sh script to fix the H-Sphere scripts permissions.
3. add the second H-Sphere DNS logical server with your additional IP using the same physical server.
New domain zones will be created using 2 logical DNS servers.
10.10. How do I change my service domain?: Presently H-Sphere does not provide any solution for domain migration, which means you need to delete the service domain and create a new one.
10.11. How do I get my H-Sphere accessed by domain name, not IP?: 1. Log in as cpanel:
su - cpanel
2. Open hsphere.properties file:
vi ~cpanel/shiva/psoft_config/hsphere.properties
3. In the CP_HOST field, enter the domain name instead of the IP address.
4. Restart H-Sphere.
10.12. Can I host my DNS servers outside the H-Sphere box?: Yes, but we don't recommend this, because you would have to maintain all your DNS records manually.

11. Domain Registrars

11.1. I have registered an account with OpenSRS. What do I do next?: Next, you have to pass Full Access test on the site to activate the account and get reseller status. The Quick Start allows you to register domains using the OpenSRS GUI, and the Full Access test allows you to register domains using your own interface.
11.2. Do I need to process each registered domain from the Pending queue using the OpenSRS Web interface?: No. There is an option under the "Tech Contact Information" link of the OpenSRS Web interface which allows you to specify immediate processing or processing manually. It is recommended that you be absolutely sure you can secure payment from clients before attempting to have registrations processed immediately and without any human intervention.
11.3. Do I need to test OpenSRS it in some domain / directory other than /etc/ first and then integrate it in the /etc/?: No, you can go for the test along with the integration.
11.4. Do my resellers have to sign up with OpenSRS?: No, you provide this service, they just resell it.
11.5. What do I do to begin receiving e-mails when a user registers a new domain with OpenSRS?: You configure this in your OpenSRS control panel. This is done completely independent of HSphere.

12. Quotas and Limits

12.1. Does the MySQL DB quota reduce the disk quota?: No, disk and MySQL database quotas are independent. So, if you give 120 MB disk quota and 10 MB MySQL database quota, MySQL DB quota does not reduce the disk quota.

13. Billing

13.1. Is there a way to disable billing for H-Sphere?: In the admin control panel, click settings for the plan to disable billing for. There, switch billing OFF.
13.2. What happens if I switch Billing off?: H-Sphere will not ask for any billing information such as credit card for this plan. It will also stop charging any money for the plan. Billing should be switched off only for administrative plans.
13.3. How do I disable credit card payments? I want to accept only checks.: Don't create any merchant gateways for any credit card brands. This will disable credit card option at signup.
13.4. Can H-Sphere send out invoices by email to all customers on the 20th of the current month for the next billing period?: Not yet, we are thinking of adding such feature. Our billing system defines billing period depending on when the user signed up (to distribute load more evenly, and not do processing for thousands of clients in one day).
13.5. On the second step of the plan creation/edit wizard, do I enter prices for one month or for the whole billing period?: When you enter prices for the default billing period, you set prices for 1 month. When you enter prices for actual billing periods, you set prices for the whole billing period.
13.6. Do I have to set all prices manually for each billing period?: In most cases it is enough to set the discount percentage, and H-Sphere will calculate all prices based on the prices for the default billing period (BASIC price). You only enter prices for actual billing periods to override these calculations.
13.7. When a customer cancels an account, is the money refunded to their credit card?: No, the amount is added to the account credit. This means that nothing is debited to their card, but the account balance increases by this amount.
13.8. How do I change the billing date for a specific account?: Find the account with the account search utility, and on the search results page click the Reset icon.
13.9. How do I delete billing periods?: This possibility has not been implemented yet, but we are working on that.

14. Trial Hosting

14.1. What are Trial Plans?: When you allow Trial signup for the plan, it means that a user will be able to signup without paying anything. The user will have a certain number of days to decide if he wants to continue with the service, and either pay by credit card, or by check. If the user decides not to pay for his account, it gets suspended when the trial period ends. You can delete it later.
14.2. How do I allow Trial Signup?: Select INFO->Plans menu. From the list of plans, select the plan for which you want to allow Trial Signup. Click on settings button next to the plan name. Make sure Billing option is on and then switch on the Trial button. This will allow Trial Signup as well as signup with credit card and check.
14.3. Should I set the resource's price to no cost in trial plans?: No, set the pricing for Trial Plan as high as for any other plan, or even higher. This should be a plan with limited disk space and traffic, so you would not be abused. The user will always be able to switch from the Trial Plan to other plans.

15. Customization and Multilingual Support

15.1. Can I implement individual template or language customization for a particular account or plan?

No. In terms of the H-Sphere interface visual settings, only two types of accounts are customized, regardless of plans: admin accounts which are H-Sphere administrative accounts, and user accounts - all other accounts. Reseller accounts are regarded as user accounts, except for the reseller administrative account which relates to the admin account type. Thus, you can customize all admin interfaces or all user interfaces but it is not possible to customize any account or plan individually.

15.2. How do I set the default country in the sign-up list to the same as the country in the company settings screen?

Change the first line in ~cpanel/shiva/psoft_config/hsphere.properties to:

STATE_COUNTRY = IE US CA

The first group of 2 letters is the ISO code of the default country (in this case it's Ireland), the 2 other groups are codes of countries with states - they are required to build drop-down lists.
Restart control panel to activate these changes.

15.3. Can I make user signup fewer steps?

If you want, you can customize the whole signup procedure. For instructions, click here.

15.4. How do I redirect people to a certain Thank You page after they have signed up for an account?

The best solution I can recommend is customize the last page of the signup wizard, which is located in ~/shiva/shiva-templates/common/signup/signup_ok.html
The template must be customized according to the instructions in Template Customization Guide.

15.5. How do I customize the initial default http://www.usersdomain.com/login.html file?

You need to modify user skeleton files. These files are not affected by the changes in the admin panel and need to be modified manually. They are located in the directory /hsphere/shared/skel/website of the web server and should be customized according to the scheme suggested in the Template Customization Guide.

15.6. How do I configure H-Sphere to work with my own webmail program instead of SqWebMail and IMP?

To set up a custom webmail program, you need to edit the following templates in accordance with the customization requirements:
shiva-templates/common/submit/email/webmail.sbm
shiva-templates/common/submit/email/pmwebmail.sbm
IMPORTANT: before proceeding to changing templates, carefully read the documentation on template customization.

15.7. How can I redirect my clients' TTs to another help desk?

You need to customize the templates (menu.xml file in the common/ files)
You will have to create 2 custom pages: one for TT creation, located at
common/tt/new_tt_form.html
the other one for viewing TTs, located at
common/tt/user_view_tts.html
In the HTML body of your custom pages, redirect the client to your support system by linking to the required URL.

15.8. How do I customize the suspend page displayed to the user that logs into his suspended account?

Customize the shiva-templates/common/control/misc/suspend.html file in accordance with customization requirements.

16. Migration issues

16.1. Is there a way to avoid DNS downtime when changing mail server IPs?: No matter how you go about changing the IPs, you will have mail downtime, because the DNS servers across the web don't update themselves simultaneously, and the servers that haven't updated themselves will deliver mail to the old location.