650 customers have participated in our customer survey for 2017 – thank you for your participation! The results of the survey are important information for PRO ISP when it comes to development and improvement. What works and what does not is up to our customers.
“Why did you choose PRO ISP?”
Knowing why our customers choose us, gives us information on how we stand out and differ from other competitors. We asked “Why did you choose PRO ISP?” and evaluated which words were most used. The word cloud is a visual presentation of the words most used by the 650 responses.
“How do you prefer to receive information?”
PRO ISP has several options on how to send information to our customers. What is important to us is that we use the options preferred by our customers and the options that ensures we reach as many as possible.
The graph below tells us our customers prefers to receive information from us via email, when it comes to both news and system service announcements. This is the same results we had for our customer survey in 2016.
“How do you prefer to contact us?”
Our customers can contact us several ways. By learning more how our customers prefer to contact us, we can improve these options and make them even more available. As shown below email and live chat is the preferred ways while phone and Facebook are less preferred. We had the same results from last year’s survey as well.
Is our customers satisfied with us?
Most important for us working for PRO ISP is that our customers are satisfied with us and the products we deliver. The customer survey contains a series of questions regarding how satisfied the customer is with us and our services.
Click the image for a larger version.
How would you review PRO ISP?
In addition to the customer survey you can review us anytime on Trustpilot. Here you can also see what other customers have to say about us and how they have reviewed us.
Knowing if our customers are satisfied is important to us here at PRO ISP. The summary of the customer survey tells us our customers are happy with both our products and our services.
Our focus forward will be as before; developing our products, optimizing communication between us and our customers and of course keep delivering high quality products and services.
The demand for SSL certificates have been increasing rapidly the last couple of years. The reason for this is most likely because security have become more important as there are continuously new cases of hacking and cyber-attacks. Google and the web browser community have also contributed to the increasing demand. Not having an SSL certificate will cause a warning to appear for the user in the web browser. Here at PRO ISP we receive daily inquiries regarding SSL and the most common questions are:
SSL certificates are used to create a secure connection so that the information being sent cannot be monitored or altered by anyone. In other words, it ensures safe communication. On a website with SSL certificate, the URL will contain an S so it will say https:// instead of just http://.
SSL certificates are not only used for web servers, but for any type of service where secure communication is required (email, FTP for example). However, it’s mostly on websites that you will notice the use of SSL due to the visible indicators to increase end user trust and confidence in the browser. We will elaborate more about this later.
SSL certificates also have another function. The certificates are issued by certificate authorities (CAs). These issuers have a set of rules to follow for when a certificate can be issued – in the same way as there are rules for issuing passports or driver’s license.
There are currently 3 levels of validation for SSL certificates and each level have higher requirements than the previous level. The requirements verify control and ownership of the domain. Each level is meant to provide increased trust for the client that you are who you say you are. As each level require more information to be verified the price is usually higher for each level.
The easiest certificate to get issued is domain validated certificate. This certificate only verifies that you control the domain, which can be done via email, DNS and file. This part is done automatically for all our clients who order certificates for web hosting at PRO ISP. All our web hosting includes a free Basic SSL certificate which is a domain validated certificate. This only takes a few second to issue.
This is how a DV certificate will look in a web browser:
Site seal is not included for the free certificate, but is included in all the other certificates. You can however not add a site seal to your free Auto SSL, but it is cheaper than purchasing a SSL certificate. If you are wondering how a site seal looks on a website, look on the bottom at proisp.eu. Clicking the site seal will provide more information about the website and what is verified. Site seal is used to show visitors the owner of the website has secured the website and show what has been verified by a third party. This increases the chances for the first-time visitors to more quickly establish enough trust to the website so they may contact you or make a purchase. The site seal included with certificates typically contain more information the higher level they are, as well as being more expensive. The site seal for proisp.eu is one of the ones with most verified information as well as issued from the worlds most recognized brand when it comes to security online.
Paid certificates have a warranty covered by the issuer if the certificates have been issued to someone performing fraud and issuer should have known about. Visitors of the website is covered by this warranty. The warranty is another way to ensure the visitor to have trust in the website.
About 5% of our clients are denied Basic SSL by the certificate issuer due to information on the domain, domain name or contact information seeming suspicious. In these cases, a manual review is required by the issuer and you will need to purchase a SSL certificate instead.
2. Organization validation (OV)
Organization validated certificates must in addition to domain validation also validate the information regarding the organization/company. Private parties can therefore not purchase these. Required documentation is that the organization:
Own/operate the domain
Operates from the correct address
Can be contacted through public available contact information
In a web browser the URL will look the same for OV as DV certificate, but the visitor can check which organization and address the certificate has been issued to, as shown below.
The site seal for OV certificates contains more information (company name), the warranties are higher and there are some available extra functions such as malware and PCI scanning. As there is more to verify for OV it usually takes the issuer around 1-2 days from order to the certificate is issued. This is also reflected on the price.
3. Extended validation (EV)
EV SSL certificate requires the highest level of validation before being issued. Basically, most of the same information as OV certificates but the difference is there are fewer approved sources as well as the validation process is more thorough and more documentation is required. Compared to OV certificate there is overall more to validate on each check point. The most visible difference is seen in the web browser. This is how our URL is seen in the web browser:
You can clearly see who is the owner of the website as the company name is shown next to the URL.
Since there is more to validate for the certificate issuer it usually takes 2-7 days to issue EV SSL certificates. These certificates are normally the most expensive.
What do I need SSL certificate for?
In today’s society with increased focus on protection of privacy and security, secure communication is essential to maintain both.
Higher ranking in search engines Search engines have added SSL as a part of their algorithm ranking and it is estimated websites with SSL have about 5% better results than websites without.
Faster loading websites Web browsers have chosen to support the new HTTP/2 protocol when using SSL/TLS only. HTTP/2 can reduce the loading time with 20-30%. All our web hosting supports HTTP/2, but only when you have an SSL certificate your website will use HTTP/2 instead of the older HTTP/1.1 protocol.
Avoid warnings in the web browser Web browsers shows a warning that the website is not secure when inserting data into a form and the website is not using SSL. In the future a warning will be shown for all websites not using SSL.
Increase conversions A conversion is a visitor performing a desired action on your website. This could be a purchase, registration or anything else. All paid SSL certificates contain many benefits to increase conversions, such as site seal, warranty, malware scan and increased visibility in search engines. These benefits will help increase the trust for your website while showing your customers you are serious about security.
Company name visible in web browser EV SSL certificate clearly shows the owner of the website and that it has been validated from a secure third party. A message to show you have been through the most thorough check and give you the highest level of trust with your customers.
Which SSL certificate should I choose?
Which SSL certificate is the right one for you will depend on what kind of website you have and how it is used. Some have several domains and websites with different needs and therefore may need many different certificates.
Generally, we recommend you consider who your visitors are and what you want them to do. These questions should be answered:
To what extent does users notice if the website is secure?
How much will it mean for the visitors to see the website is secure?
Will indicators showing that the website is secure, or to show who you say you are, increase trust for your website and its visitors?
Will increased trust to your website increase the likelihood of visitors doing as you want them to?
If the visitors will not notice it the website is secure, and it will not increase the likelihood of visitors doing as you want them to, you do not need more than our free SSL certificate or Start SSL (RapidSSL). Even though it may not matter much, it would not be negative to add a site seal included in the certificate on your website.
Typically, simple blogs with personal information or simple websites with few pages. To avoid warnings in the future that the website is not secure it is a minimum requirement to use SSL. Since there is no need for increased trust there is no need to pay for a certificate unless the free Basic SSL could not be issued.
A small website with information about the company and a contact form could have different need for SSL. Depending on what type of clients (IT and security related versus non IT related such as carpenters for example) we have different recommendations.
If you want a certificate for alias domains on the same web hosting you will need to use a multi-domain certificate for these. This also applies to other sub domains and domains pointing to the same folder on the web server. Read more about SSL certificates that covers more than one address.
SSL certificate not to be used for website
SSL certificate not to be used for websites are often used for email services. They are also used for other services such as FTP, APIs/apps and other services that require SSL. They have in common that they only need the security SSL provides. It is therefore no need for a higher-level certificate than DV certificate.
Since you can only use basic SSL with our web hosting, you will in most cases need a DV certificate (such as Start SSL) which covers one domain.
If you have several sub domains on the same domain you wish to use for such services, we recommend you use Start SSL Plus.
The Website builder makes it possible to create professional websites simple and easy. By using responsive design your website will look just as good on both mobile, tablet and desktop. Choose from over 400 different design templates to customize the website as you like.
Is the Website builder for me?
Yes, the Website Builder is a great tool for anyone who is creating a website. You will select the design, insert your content (pictures, and text) and in a matter of short time, you will be ready to publish your website.
In addition to the 400 different design templates you can choose from, there is also a large selection of widgets you can use. You can add a photo gallery, calendar or contact form just to mention a few.
How do I get started?
Depending on your needs you can select either Website Lite or Website Pro for the website builder. Both versions will give you access to all the design templates while the number of widgets is limited in the Lite version versus unlimited in the Pro one.
After ordering (how to order) Website Lite or Website Pro you will be able to open the Website builder from the client portal on proisp.eu. You will then be directed to your new website and can start creating it!
You will start by selecting a design/template of your own choice. There is over 400 different designs so you will absolutely find something that would fit what you are looking for. They are also sorted in different categories so you easier can find the one for you or your business.
When you have decided which design you want you will have the option of changing the colors and fonts for the design. When you are happy with the design you may start adding content. You can add your own pictures or select from the different stock images included in the Website builder. When you are finished with the editor, your website is ready to be published.
If you are using Website Lite you can add a limited number of widgets while the Website Pro users have unlimited number of widgets available to add. There are several widgets to choose from, below are some examples:
If you have a Facebook page to connect to your website use the widget called “Facebook page”. This can make sure your website visitors also becomes Facebook followers.
Do you want your website visitors to share content from your website? Make it easy for them to do so by using the “Social share” widget.
Give your visitors the option of searching your website. “Search” is recommended for websites with a large amount of content and especially for websites with articles or blog posts.
Show upcoming events, seminars or other happenings to your visitors with Google calendar. You will need an existing Google calendar to use this widget.
Our servers have been upgraded to cPanel version 64. Within this upgrade there are several new functions available (read about them in this article). Another new function available is iOS push notifications for email on devices from Apple. This has been tested and can be found on all our cPanel servers at PRO ISP.
This technology will improve the battery time for your iOS device and receive email quicker.
This technology is only available if email is set up using IMAP. If you are using POP3 this will not work. This is also only available for Apple’s email application.
New emails will not automatically show on the screen when the unit is locked. You can adjust the settings to receive warnings when specific people send you email. Follow these steps:
1. Open Mail application.
2. Choose “Mailboxes” on the top left corner.
3. Choose “I” symbol to the right of the VIP menu.
4. In the VIP list choose “Add VIP”.
5. Choose which of your contacts to be shown on the locked screen when you receive email from them.
During the next few weeks cPanel will be updated to cPanel version 64 on all of our servers. These updates are done a few times each year after they are tested and available. Since updates contains several different things we have written about the most important ones for our customers.
Fast Email Searching (IMAP Full Text Search)
This technology (Solr) will be activated on all our servers and will work for everyone using email with IMAP at PRO ISP. The technology works on all iOS units, Microsoft Outlook, Mozilla Thunderbird and all the webmail clients we have available.
How does it work?
When searching for an email with text or other the server will index the entire email account. The first time the search will be somewhat slow, but all future searches will be much faster compared to before as the account was indexed earlier.
This technology will require more resources from the server (CPU and disk space). This will not affect the disk space for our clients, but directly on the server.
A new icon will be available in the control panel to give an overview of the number of emails and disk space for the different email accounts. It will also be possible to tidy up the email accounts using these options:
– Remove all emails older than 1 year in a folder
– Remove all emails in a folder over 30MB
– Remove all emails in a folder
Look for the icon “Email Disk Usage” under the category “Email”.
Improvements will be made on a server level for the email servers as well. Mainly sending/receiving email will be faster as well as reducing the battery usage of iOS units.
New styles (white/black)
Several of our customers have changed to Paper Lantern theme in the control panel. Now white and black is available for anyone wanting to use this.
The most important and highly requested updated this time is phpMyAdmin which will be updated from version 4.0.10 to 4.6.6. The current version (4.0.10) was released in 2013 and the new in 2017. In the future new versions will be released more often.
SSL proxy subdomains
It will now be possible to use your own SSL on proxy subdomains (for example webmail.yourdomain.net/cpanel.yourdomain.net). If you have a wildcard SSL certificate you can install this on the subdomains in cPanel.
Within the zone editor it is now possible to add DMARC records within the interface instead of manually.
From 27.-31. of march PRO ISP attended World Hosting Days (WHD) in Rust, Germany.
What is World Hosting Days (WHD)?
The fair is held at Europa-Park, Europes largest amusement park. Every year WHD grows in number of participants, seminars and companies attending. This years over 6500 people attended WHD and over 120 seminars was held. As many as 2500 companies from 84 different nations attended.
Most of the time PRO ISP spend at WHD is spent on meeting our providers and their contacts. We discuss current solutions and products as well as the future and what challenges lies ahead. This gives us information of future plans for our providers services and products.
If you have web hosting with PRO ISP it is not only the website you should consider making secure when it comes to SSL. You are most likely using email and other services you are not aware of should use SSL. This is especially important if there are many users of these services. Wildcard SSL certificates will the best choice in this case. The following addresses are useful to secure with SSL on our web hosting (in addition to the website itself):
You can connect to http://webmail.exampledomain.org without any problem unsecured, but we recommend you always use https instead with the alternate address you have been given (which is a bit more difficult to remember). The benefit of SSL on webmail.exampledomain.org is that you can use this address with https and it is easier to remember for all the email users on the domain.
This address is used typically in email clients as host name when setting up email addresses. If you do not have a certificate on this address users will receive a warning regarding the SSL certificate not being the same as the address. The warning will not appear if you have installed a valid SSL certificate and you will avoid any confusion for the email users. Be however aware you may just as well use exampledomain.org as host name in the email client. The reason why many still use mail.exampledomain.org is probably because the address traditionally has been used for this.
This is the address you can log into cPanel with. If you do not have a certificate on this address we recommend you always use https instead for the alternative address you have been given. The benefit of SSL on cpanel.exampledomain.org is that you can use the address with https and it is easy to remember.
Many people use this address for FTP (up-/downloading of files) service. Several FTP clients are now using SSL/TLS automatically and these will show a warning for the error on the certificate unless you are using your own certificate.For many of the addresses above it is not possible to install a certificate for each address. There is however a type of SSL certificate that covers most of the addresses above and that cPanel sets up to secure all the addresses with: Wildcard SSL certificate.This certificate will secure all sub domains of the domain the certificate is issued for and will in the example above be *.exampledomain.org. You will in other words be able to use it for all the addresses above, as well as other sub domains you create, for example webshop.exampledomain.org.
When should you consider using Wildcard SSL certificate?
We would recommend this in two cases:
If you have several sub domains you wish to secure, as it will be easier to operate fewer certificates, and cheaper then several certificates.
If you have several users for webmail, email clients, cPanel or FTP as you will not have confusing errors and you can use easier addresses to reach the services.
Be aware there are not any Wildcard certificates for EV certificates.
Multi-domain SSL certificate
As the name indicates, multi-domain certificates can secure several addresses. Typically, it will secure a total of 3 or more addresses with the option to purchase more. The benefit of this certificate versus the wildcard certificate is that you can purchase several domains and sub domains on the same certificate. For example, you can secure the following in one certificate:
You can normally secure up to 100 different wildcard addresses in one certificate (even more in some cases).
When should you consider using multi-domain SSL certificate?
We would recommend this in the following cases:
The same recommendations for wildcard if there are a few sub domains to be secured.
cPanel prevents the installation of more than one certificate on domains and sub domains pointing to the same folder on the webserver. Typically, our clients have this problem when using alias domains where they would use mycompanyname.no, mycompanyname.com, mycompanyname.se all pointing to the same holder. You will then need to use a multi-domain certificate to secure these domains – if not it is only possible to secure one of them.
When you want to secure several (sub)domains with an EV certificate:
If you are in full control and have a clear overview of your domains this certificate would be practical. In many cases we however see there are issues with issuing, reissuing and renewal if you have many domains on one certificate. The reason could be errors in the information registered on one domain, a configuration that has been altered or other issues that causes delays.
Due to this we recommend you avoid use of a multi-domain certificate unless you:
Have full control and a good overview of the domains.
Do not have any problems with several addresses pointing to the same folder on the web server.
You don’t have many sub-domains
There are wildcard multi-domain SSL certificates as well!
The speed and page load time of your website is extremely important and will affect the traffic to your website. Google distinguishes between fast and slow websites when ranking them and in cases where two websites has the same content, Google will prefer the faster one. Your websites page load time will also have a large impact on your visitors and potential customers as the bounce rate is much higher for slow than for fast websites. At PRO ISP we care about the speed and page load time for our clients websites. We therefore wish to give you some simple and easy ways to speed up your website.
Before performing any change, we recommend you test your website to see the differences before and after. Below you will find some simple tools to measure how fast your website is today: Pingdom Tools (choose Stockholm before preforming the test). GTMetrix (you cannot choose location without being registered).
1. PHP version
New versions of PHP are released continuously. They have improvements that will reduce the use of resources required to run a website build in PHP.
There are several benefits when switching to a newer and higher PHP version:
– They require less resources and are more efficient.
– The website will have more capacity for more traffic and load faster.
– Active support for security. On PHP 5.6 support for security support expires 31th of December 2018. (We are running «HardenedPHP» on all our servers so older PHP versions are secure).
You can change versions as much as you please to see which one works the best for your website. It is important the code/script you are running on the website is not outdated as this can cause problems with newer PHP version.
As long as everything is updated (whether it be WordPress, Joomla or other scripts) it will be able to run on PHP 5.6, but if the websites works well in PHP 7.0 that is the best option. PHP version can easily be changed in cPanel (control panel).
2. Compressing content
Most content can be compressed before being sent from the server to visitor. By compressing the content, it will reduce the amount to be transferred to the visitors and therefore reduce the load time for the website. This is available on all our severs and can easily be set up in the .htaccess file or by activating it in cPanel as shown in this guide.
There are several types of caching. This tip is for caching the website on the server. By having caching activated on a website, data will be stored, so that new requests of the same website and content will be retrieved from the cache and not the webserver itself. This reduces load time and makes the website considerably faster.
A large number of our clients use WordPress for their websites, but this tip also applies for other scripts (such as Joomla!, Drupal og Magento).
When using WordPress you can download and install plugins. There are several different cache plugins and if your web hosting is located on a LiteSpeed server you can use the LiteSpeed cache plugin which is the fastest one when we tested.
When you have installed and activated one of these you can adjust the settings, but for most websites no adjustments will be necessary. If you have a website with low traffic you should change TTL for caching from standard to higher (432000 for example, which is 12 hours).
4. Keep everything updated and remove what you dont use
Often people install scripts on their web hosting and plugins within the scripts to test stuff. These are often forgotten or not being when the testing is completed. Even you have plans to maybe use them later you should remove them and rather install them when you need to use them.
Installations such as plugins, theme, extensions and modules not being used is a safety risk. The also use resources and disc space. By keeping everything updated you are better protected against hackers and other attacks. Should an update fail you can always restore from our external backup.
5. Optimize images
Images is one of the larger elements on a website. It is therefore important that they are optimized as much as possible. Use Google PageSpeed to analyze what can be improved including having all your images optimized in a zip-file for downloading and replacing existing images.
HTTP/2 is the latest version of the HTTP protocol and will improve the load time for websites considerably compared to the 1.1 version. The most popular web browsers have chosen to only support HTTP/2 over SSL (HTTPS), which means you will need to use an SSL certificate on your website to be able to use HTTP/2.
All our web hosting solutions include a free SSL certificate which covers the minimum demands for encryption and HTTP/2. You can easily install this as shown in the guide for configuration of Basis SSL. Even though this is free to install, we recommend all professional websites to purchase an SSL certificate with additional functions to increase your customers trust in your website and this way also increase conversions.
For the moment, our web hosting’s on Apache webservers do not support HTTP/2 even if you install an SSL certificate. This is because cPanel do not support it. It is expected cPanel will do something regarding this, but there is not set date for any solution. In order to use HTTP/2 you will need to have your web hosting on a LiteSpeed webserver which you can for free if you have Pro Medium or larger web hosting solution with PRO ISP. Check if your web hosting is located on a LiteSpeed server via the client portal. Here you can also request transfer to a LiteSpeed webserver by following this guide on how to change server.
7. Use LiteSpeed webserver
In addition to the previous section on why you should use LiteSpeed webserver, you should also know these advantages of using LiteSpeed instead of Apache:
Static content is delivered up to 5 times faster than Apache
Dynamic content is delivered up to 40 times faster than Apache
HTTPS 3 times faster than Apache
Uses less of the server’s resources which causes it requires more before CloudLinux limits are reached = it takes more before the resource usage of your website is limited
LiteSpeed was the first commercial webserver on the market and our experience is that new functionality and improvements are constantly being developed.
Our Apache servers uses a module based on LiteSpeed (mod_lsapi). This means the differences mentioned are not as dramatical on our web hosting solutions, but they are still considerably large enough to recommend LiteSpeed instead of Apache.