Web Hosting Frequently Asked Questions

Ordering Information

I have a pre-sales question?

Please call us directly at 877-374-6781. The Sales department is open M-F 9am-5pm PST.

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, PayPal and your business or personal check.

How long does it take to setup my account?

For security reasons we audit all new orders manually. Orders are generally approved within 12 hours. Please be sure that your billing address matches your credit card billing address and that you have provided a valid email and telephone number.

Do you offer a Money Back Guarantee?

If you wish to close your shared hosting account for ANY reason during the first 30 days, we will refund 100% of your money back.

What is the 99.9% Uptime Guarantee / Service Level Agreement?

You will be refunded the applicable portion of your hosting fees for any bandwidth outages. See: Service Level Agreement

Do you accept international customers?

Yes, we currently have customers in over 22 countries. However, additionally verification of your identity may be required. Please be sure to contact us by email after placing your order.

Web Hosting Questions

Is email included in your web hosting packages?

Yes, email service is included with all web hosting plans. The amount of email addresses depends on the plan you order. You will be able to check your email online or by downloading into an email client like MS Outlook. Our plans include Declude Interceptor anti-virus and anti-spam by default.

How many domain names can I host on my package?

Each of our web hosting plans comes with a varying amount of "Hosted Websites" which are completely independent of each other. They have their own space, web analytics (statistics) email service.

How can I tell who has visited my website?

All of our web hosting plans included SmarterStats Enterprise-- a website analytics program designed to track a wide variety of metrics about your visitors. e.g. Unique visitors, page views etc. Using the web-based tool you can setup email reports to be sent to you daily, weekly or monthly.

Are you compatible with Google services?

Yes, all of our plans are compatible with Google Analytics, Google Docs, and Gmail.

Do you offer support for languages other than English?

Our web-based email service has support for over 10 different languages. However, our customer service team only provides support in English.

Dedicated Servers

What is included with your dedicated server service?

All of our dedicated server plans include the server hardware and software, optional server management, and optional hosted services. Together they include a comprehensive set of services unlike any in the industry.

Will I have admin or root access to my dedicated server?

Yes, your managed dedicated server includes Administrative access for you and your staff through Remote Desktop Protocol. Unlike most companies, who consider this too risky, we don't diminish our server management responsibilities just because you have remote access.

How many IP addresses can I have?

Your service includes 3 IP addresses by default. We configure 1 for the server and name-based (IP 'less) hosting, which leaves 2 that you can assign as dedicated IP addresses on your server.

How is bandwidth calculated?

Bandwidth is calculated on the Actual Transfer and/or Average Transfer method. We calculate the amount of traffic (incoming/outgoing) your server generates from services like FTP and HTTP. Most server to server transactions are excluded. e.g. SQL Server Transactions that reside within our network.

When is server maintenance performed?

We perform server maintenance is performed on Sunday at varioud times during the day. Our sophisticated monitoring and enterprise anti-virus systems continuously check your server for possible issues and alerts us proactively so that we may keep your server running smoothly. Normally, you will not even be aware of the maintenance as services are restarted systematically for the most minimal impact to the network or your server.