FAQs about our web hosting:
- Why don't you offer unlimited transfer?
- What if I do exceed my transfer limit?
- How and when will you bill me?
- May I cancel anytime and receive a refund?
- Do you give refunds for down-time?
- May I upgrade my plan or features later?
- What tech support do you offer?
- Must I have a domain name before I sign up for hosting?
- How do I know how many visitors come to my site?
- How long does it take to set up my site?
- How long before my site can be browsed on the Internet by domain name?
- How do I upload files to your server?
- How often is my site backed up?
- Do I need a dedicated IP address and SSL certificate?
- What programs and material are not allowed?
Why don't you offer unlimited transfer?
Web traffic uses server resources, and bandwidth costs a hosting company money. A web hosting company that actually offered unlimited transfer at a low fixed price would not be in business for very long. The Terms of Service of many of these companies are written so that customers who use "excessive resources" are asked to upgrade to a more expensive plan.
Our servers are loaded so that they will perform well even if all of our customers use their plans fully. None of our customers will ever "pay" for unlimited transfer through poor performance caused by overloaded servers.
What if I do exceed my transfer limit?
If you exceed the monthly transfer allowance for your plan, we will simply charge you our very reasonable fee for excess data transfer (in 1 GB increments). If your site regularly exceeds the limit of your plan, it will likely be to your advantage to upgrade your plan, but that is your decision. By policy, we do not overload our servers and we strive to manage loads so that all of our customers' sites perform well. Having a plan with limits appropriate to the requirements of your web site helps us balance the load on our servers.
How and when will you bill me?
Our contracts are all annual. Small, extra charges (for extra bandwidth, for example) will be invoiced to you by email on an as-needed basis. Your hosting plan and domain registrations are invoiced to you annually. You can pay by check or use PayPal if you prefer to pay by credit card.
Your first bill will be due immediately upon opening your account. If you pay by check, we give you a short grace period while the check is sent, allowing you to get started on setting up your website. If the check bounces or fails to arrive in two weeks, your website will be shut down.
May I cancel anytime and receive a refund?
Yes, you are free to cancel at any time by emailing a notice to us.
During the first 30 days of your plan, you will receive a full refund (not including fees for add-ons, bandwidth in excess of plan limits, or domain names). After the first 30 days, you will receive a refund for all unused months. You will not be refunded for partially used months; we do not pro-rate days within a month.
Do you give refunds for down-time?
We expect to provide you with 99.9% uptime. If you cancel your plan because we failed to provide more than 43 minutes of cumulative downtime for your website during any 30 day period, you will be refunded the fees for the month in which the outage occurred and all subsequent months of the term for which you are paid up.
The following stipulations apply:
- You must present us the times of the outage.
- The claimed outage must be corroborated by our logs.
- Cancellation must occur within 15 days of the outage.
- Refunds will not include domain name registration fees or plan overages.
Please be aware that if you are unable to browse or FTP your server, it may be because of an outage at your ISP or at a router somewhere between you and our data center. If the outage takes place at the data center, our logs will show it.
You can performing a trace-route to find out where the trouble is. (In Windows, at a command line type "tracert <your domain>".) Third party monitoring services may also be used to monitor uptime.
May I upgrade my plan or features later?
You may upgrade (or downgrade) from one plan to another at any time and without any processing fees. Simply email us your intentions.
What tech support do you offer?
We provide Flash movie tutorials, an online knowledge base and online technical support via email.
Rarely is support needed. Usually a problem is due to errors in your own scripts or other issues under your control. If tech support is needed, we will respond with professionalism and caring assistance. Requests for help received by 5 PM EST will be returned by the end of that day; tickets received after 5 PM EST will be returned by the end of the following day (unless either day is a federal or religious holiday). The office is closed on Sundays, but we check our email often.
We provide support for our servers, control panels, and any software we install. We provide support covering the proper installation of the "easy install" scripts found in the Fantastico control panel module. While we will always attempt to help, we are not experts on the use and customization of all of the included applications. Support forums are typically found at the application's home website.
Everything else is your responsibility. Make good use of the tutorials that are available in your control panel and on the Internet.
Generally, we do not support 3rd party applications. We recommend that you obtain support from the authors of those applications.
Must I have a domain name before I sign up for hosting?
No. You can have us register your domain name when you sign up for your web hosting account. The domain name registration fee is not refundable. Once purchased, the name will be yours to use regardless of where you host your site.
How do I know how many visitors come to my site?
Your site comes with the several website statistics packages pre-installed. You may view your statistics via the control panel. You also have access to the raw server logs for your site.
How long does it take to set up my site?
We are very selective in who we host. We specialize in non-profit organizations, the U.S. Coast Guard Auxiliary, church ministries, budding entrepeneurs, and small home-based businesses. Because we verify all orders by hand to prevent fraud, spam, and immoral content, and to correct potential errors, our signup process is not instantaneous. Typically, you will receive an email with your login details within 24 hours. At that time, you will be able to upload files and access your control panel, even before your domain name is set up to point to our servers. Orders placed after 6 PM EST may be filled the following day.
How long before my site can be browsed on the Internet by domain name?
Once you have updated your domain registrar (or we have updated our records, if your domain is registered with us) it generally takes a few minutes to 72 hours before all of the nameservers around the global Internet are updated (this is called "DNS propagation").
How do I upload files to your server?
Upload files either through the File Manager provided by the cPanel control panel or by using an FTP client. A good FTP program will allow you to drag and drop files from your computer to our server. You will be able to do this as soon as we email you the IP address of your server—you will NOT have to wait for DNS propagation.
If you are a FrontPage user, you normally will NEVER use FTP or the File Manager. You MUST use the FrontPage "publish" tool.
How often is my site backed up?
There are two levels of backup provided.
We do nightly backups on the server and weekly backups to external storage for server restoration purposes. No guarantees are made as to the integrity of these backups. It is each client's responsibility to maintain copies of their web content, including web pages, database data, and email.
The second level of backup is a tool in the cPanel control panel that allows you to easily download the daily backup made on the server to you own computer directly over the web.
Our backups are intended for disaster recovery; it is difficult to restore individual files from them. In the case of an emergency caused by us or by a hardware failure there will be no charge to restore the entire file system. You are encouraged to keep backups of the files you upload to the server or to use the backup facility provided by the control panel.
Do I need a dedicated IP address and SSL certificate?
A Secure Socket Layer (SSL) certificate and a dedicated IP address are required in order to provide identity assurance (close the browser lock icons) and to encrypt sensitive data (credit card numbers, for instance) that is entered on a form and processed by your web site. Normally, this is the only reason to have a "dedicated" IP (an address unique to your site).
We do not supply a dedicated IP. Contact us if you need us to install an SSL certificate for a $20 setup fee.
What programs and material are not allowed?
Unacceptable content or links include immoral adult content, pirated software or photographs or text or any other material that violates copyrights, "hacker" programs, "Warez Sites", game rooms/MUDs, IRC Bots, Egg Drop programs, and illegal content of any kind. Use of our systems for Spam/UCE is strictly prohibited. And we are serious about enforcing this quickly!