FAQ's
Some answers, prior to joining us!
 

Return to Main Support Page


How do I set up my email?
How do I upload my files?
Is there a money-back guarantee?
How fast are web sites set up?
Do I have a control panel?
How am I billed?
How much assistance do you provide for my web site?
What if the hardware fails?
Are there any hidden costs? Set-Up fees?
What is cPanel™?
What happens if I decide to leave?
What type of support do you offer? Average Response Time?
What are the hardware specs of the servers?
Can I have adult content on my website?
May I view your Terms Of Service?
How long have you been in business?
Do you support International domain names and clients?
How do I transfer my domain name?
What if my web site breaks your "acceptable usage policy" rules?
What if I want to upgrade my web site?
How is my web site monitored?
What is the uptime?
Do you have battery backups and generators?
What about software upgrades?
What if the server my web site is on gets hacked or attacked?
What is included in my web site package?
How do I get started?


How do I set up my email?
Our web hosting clients can set up POP Accounts, Forwarders/Aliases, & Auto-Responders in the web-based control panel that comes with every web hosting plan. This can be done by yourself and without any assistance from us. We have step-by-step videos showing you exactly how to do it.


BACK TO TOP ^


How do I upload my files?
All web hosting plans allow the use of FTP, File Manager, MS FrontPage™, and other web development publishing programs, to upload files to your web site. We have step-by-step videos showing you exactly how to do it.


BACK TO TOP ^


How fast are web sites set up?
We strive for a setup time of no more than 4 hours per order. If an order is placed during normal business day hours, orders may be processed in only a few minutes. If an order is placed in the middle of a night, when the least number of staff is on-site, orders may take longer to process, but never longer than 8 hours. You will receive a welcome email once the setup process is complete. Once your account is set up 12-72 hours before the domain name propagates through the internet backbone.


BACK TO TOP ^


Does my website get a control panel?
Yes. Every web hosting package comes with the web browser based "cPanel" control panel. The control panel includes many features including email configurations, chat rooms, mailing lists, pre-installed cgi scripts, databases and much, much, more. You can access the cPanel Manual via your Control Panel; we also have step-by-step video instructions for using all aspects of the Control Panel.


BACK TO TOP ^


How am I billed?
Hosting fees are paid annually, the first annual payment being made at the time of the account set up. We notify you via email prior to your hosting fee being due at 28, 14 and 7 day intervals prior to the expiration date of your account. We do not charge your credit card automatically at any time.

BACK TO TOP ^


How much assistance do you provide for my website?
We will assist you with all support for services provided directly through us. We will help you with basic settings for your email software and ftp client, as well as assist you with using the web browser control panel. We are not responsible for teaching you how to use another company's products. Example: Users of MS Frontpage™ - we will not teach you how to actually use the product itself. You need to contact the software maker in such a situation, who provides tech support for using their product. We cannot even attempt to support all the thousands of software products on the market. We will attempt to provide some tech support for the most popular programs our clients use. We are not responsible for assisting with your own programs and cgi scripts. If you choose to install your own programs and cgi scripts on your site, you are responsible fully for installing them. We will provide support for any program or cgi script that we provide pre-installed with your web hosting package. We are not responsible for designing, nor developing, your website, including HTML and/or images. We will attempt to assist with your design/development problem, and offer a suggestion if it is a small issue. Anything complicated relating to design/development is not our responsibility.


BACK TO TOP ^


What if the hardware fails?
We stock replacement parts for all servers. We are always building new servers for our shared hosting clients, as well as our dedicated server clients, so a full inventory of parts is maintained. Hardware failures are uncommon, but they do happen, and are a part of the hosting business. We repair all failed hardware promptly, to minimize any downtime caused by such.


BACK TO TOP ^


Are there any hidden costs?
No. All costs are stated plainly on our website. We do not hide fees in fineprint, or in our terms of service pages. The only costs that are commonly found to occur beyond your expected annual rate per service, are those due to increased disk space or bandwidth usage. We will allow you to upgrade your packages to any size, should you see an increase in disk space levels or bandwidth usage. Disk space usage and availablility, as well as estimated bandwidth usage, is available to you in the control panel included with the hosting packages.


BACK TO TOP ^


What is cPanel™?
cPanel™ is the brand name of the web browser control panel software that we utilize on our web hosting packages. It is very simple to use. You will find additional details in our "Hosting Support" section. We also have step-by-step video instructions for using all aspects of the Control Panel.


BACK TO TOP ^


What happens if I decide to leave?
You are free to leave at any time. Your services are on a year to year basis, without any required contract. If you decide to leave within the 30 day money back guarantee period then all monies will be returned to you, payable on the last day of the month in which you advise us of your decision to leave. In line with normal web hosting company practice, hosting fees are non-refundable after 30 days.


BACK TO TOP ^


What type of support do you offer? Average Response Time?
We offer support to our customers 24/7/365 via email. We strive for response times of no more than a few hours. Response times of just a few minutes are quite common during normal business hours, however can be longer depending upon the number of staff on site and the time of day / night. Our aim is to provide a fast response time, with courteous and helpful service.


BACK TO TOP ^


What are the hardware specs of the servers?
Every server has different specifications. Whenever a server reaches what we feel to be the limit, another server is built or leased. We are constantly upgrading the server hardware on our network. If more drive space, memory, or faster processors are needed, they are added in at that time. All servers run spare hard drives for backup requirements. We are currently moving all our clients on to leased servers.


BACK TO TOP ^


Can I have adult content on my website?
Please contact us about this; certain 'adult' sites are permitted, however we do not allow pornography nor gambling of any kind.


BACK TO TOP ^


May I view your Terms Of Service?
The link to our Terms of Service (TOS) is on our main page.

BACK TO TOP ^


How long have you been in business?
Since 1997, initially trading as SpiritOfProgress.com (which is now our primary Domain Name Registration web site); currently we have 4 hosting companies operating independantly in 3 countries (USA, Australia, Malaysia).

BACK TO TOP ^

Do you support International domain names and clients?
We can host all international domains on its servers. We can accept foreign clientele, just please be advised that all correspondance must be conducted in English. The client is responsible for handling the registration process of foreign domain name(s). This must be pointed to nameservers as assigned. We cannot handle the foreign domain registration process for you, due to the fact that we do not speak all of the potential foreign languages that may be involved. We will assist you however, with any technical information needed to accomplish this.


BACK TO TOP ^


How do I transfer my domain name?
We will send you instructions on how to do this, including all necessary technical details. You do not have to register your domain name with us to be hosted by us.


BACK TO TOP ^


What if my site breaks your "acceptable usage policy" rules?
Users' sites may be suspended for violations of policy, or if extreme, or second time offenders, sites may be cancelled. Each occurance is dealt with on a case by case basis and we try to work things out with every client. Notifications will be sent if we take any action on your account.


BACK TO TOP ^


What if I want to upgrade my website?
You may upgrade your web hosting plan at any time. You will be required to pay the difference in the hosting fee for your current plan, and the plan you are upgrading to, should you decide to choose a larger plan. You can downgrade your current web hosting plan at the end of the current paid period.

BACK TO TOP ^


How is my web site monitored?
We maintain internal and external monitoring systems for every server. The servers are checked every 5 minutes via network monitoring software. We monitor uptime as well as individual features and services running on each server. Our staff is notified via alarms, email, screen popups, and paging, if a problem occurs.


BACK TO TOP ^


What is the uptime?
We strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure, and does not include any scheduled hardware/software upgrades, nor "Acts of God". Our definition of "Act of God" includes; fire, flood, tornado, earthquake, telco fiber issues (e.g....Verizon™ cutting a fiber line somewhere), backbone peering point issues (ie...UUnet™ having a router go down in Virginia that wipes out internet service for an entire area), hard drive failure (faulty hardware is rare, but cannot be predicted nor avoided), as well as network floods, hacks, and attacks. Our uptime average for 2006 is currently 99.72%


BACK TO TOP ^
 

Do you have battery backups and generators?
Our Network Operations Data Center is backed up and protected by UPS (Uninterruptible Power Supply) systems. In a very rare case of utility outages, our auto-start generators start automatically, taking over for the UPS system and supplying all necessary power for our Network Operations Center. APC™, Tripp-Lite™, & Liebert™ UPS Systems provide the power backups, along with Kohler™ generator systems.


BACK TO TOP ^


What about software upgrades?
We handlesall software upgrades/patches on the shared hosting servers. We fully follow all trends in the industry, and monitor all support/bug announcement groups. If a new bug or security vulnerability is found, we immediately upgrade our systems. We auto-update the Linux systems every night from security patch websites. As new software is released, including new versions of operating systems, we evaluate the new software; if the software's new version does not have any security issues, or bug problems, the upgrade is implemented.


BACK TO TOP ^


What if the server my web site is on gets hacked or attacked?
Individually hacked websites are rare. If such occurs, usually they are a target for a reason; hate sites, pirated software, etc... We do not host such websites. If such materal is found on our servers, it is deleted immediately and the user's account cancelled. Usually the target is the whole server itself. Hackers usually go after a server just to say that "they did", or to use the server to bounce off to hack something more important. Rarely are any users' files on the server damaged, erased, or modified. For this reason, once a hacker is detected, a server can usually be cleaned up and the hacker locked back out within a matter of hours. At that time the server is restored to full security levels, as if the hack has never occurred. Most hackers get into a system through valid user accounts. We recommend you use complicated passwords for your account. We strictly reviews all orders for new clients, to make sure they are legitimate. Unfortunately, some fake orders do get through the system, and that is one way a hacker can gain initial access. We run security checks on the servers daily, so even if a hacker does get in, they are found and dealt with quickly. Most hackers are not malicious, they are just playing or testing their abilities. If an individual attacks the whole Data Center, measures are in place to cut off such floods and attacks automatically at the backbone level and the router level. We also use firewall technology to fend off the most common methods of flooding and attacks to the network.


BACK TO TOP ^


What is included in my web site hosting package?
We provide full hardware, software, support, and system administration for your shared hosting solution. The software provided includes the operating system, ftp & email software, web server software and a control panel. We also include free e-commerce shopping cart software and Fantasico software on every account. Everything you need to conduct business on the Internet, or maintain a personal website, is included. We will provide basic support on services/software that we provide with your account. We do not develop your web site for you, nor provide tech support on how to use software products that we do not provide to you directly...even if we do support them. We are always more than willing to help you if we can though with external issues, time permitting.


BACK TO TOP ^


How many sites are currently running per server?
We do not have a set quantity of domains running on each machine. We find that ten domains can utilize more resources than 200 others. We monitor each server's performance levels and attempt to maintain a low server load average and high CPU availability. As needed, we will upgrade the hardware to increase server performance. Individual domains that become too much for the server to handle, and utilize too many server resources, are moved to servers set up specifically for such resource intensive accounts.

BACK TO TOP ^


How do I get started?

Simple! Just fill out one form on the SignUp link on our main page. You will receive details shortly afterwards about how to proceed with your new web hosting account!

 

Return to Main Support Page