Do you offer one-time services?
No, but since we do not have any contract, you can sign up for one month and then drop us if you choose. Our price for the entire month is probably cheaper than any other competitor’s one-time service or hourly rate anyway.

Do you offer support for easy as well as complex issues?
Our technicians and system administrators can help you with any issue, small or big.  Of course the bigger issues may take more time to resolve, but we will get it done!

What’s up with “Unlimited admin time”?
Unlimited admin time means we do not limit the amount of work that you have us do, and we do not charge based on the amount of work that you have us do. Some clients submit 10 tickets per day, some clients submit 1 ticket per month, it all balances out. On average, each client submits approx. between 5 to 15 tickets per month per server. Tickets are answered in the order they are received, so if you submit 10 tickets at once, they will be answered one after the other in order.

Do you offer one-time services?
No, but since we do not have any contract, feel free to sign-up for 1 month only. Our price for the entire month is probably cheaper than any other competitor’s one-time service or hourly rate anyway.

I like what you have to offer, but how do I know it’s real?
Think about it this way, we offer a 100% unconditional 30 day money back guarantee, no setup fee, no contract, no hidden fees; we have nothing to gain, and you have nothing to lose if our service is not top-notch!

Why do you only support Linux operating system with CPanel control panel?
In this industry, nobody can be a jack of all trades, unless they are a master of none. Our technicians have worked with servers running Linux and CPanel exclusively for many many years. We prefer to specialize in a specific area and be confident we can fulfill all of your technical support requirements.

Why don’t you offer pro-active updates?
We do not offer and do not recommend proactive updates for anyone for 2 main reasons. First, most clients do not like anyone going into their server and arbitrarily making changes, installing/updating software, even if the intent is for their own good. Many feel this is an invasion of their space, even if it’s trying to help them. Second, most updates that are released should not be applied right away anyway. Most newer versions of back end server software create complications with many user programs, until the developers release corresponding updates. For example, if you are running a program that only works with PHP 4 and we upgrade you to 5, then you realize an important program stopped working, you won’t be thankful that we upgraded it, rather you will be frustrated that your program stopped working, and moreover even think we broke it. Of course the back end software can usually be downgraded without any problems, but it’s much better to simply apply the updates when the client requests them.

How am I supposed to know when a newer version of security or back end software is released?
Inside our Client Login, we have a news section. In this section, we post any updates that are released and give you the option to request it or not. We also email our clients when a new post to this section is made. We suggest anyway that all clients open a ticket regularly at least once per month and request we review the system’s logs, directories, and check for updates. We’ll then let you know our recommendations on what should be upgraded or not, and you can then make your informed decision. You do not need any server knowledge or server experience to do this, it’s as simple as opening a ticket regularly asking us to upgrade your software, we do the rest.

How long does it take to respond to a ticket?
Statistically, most tickets are answered within 1 hour, and resolved within 3 hours. However, the truth of the matter is, this question does not have a simple answer. A resolution to a ticket all depends mostly on the complexity and urgency of it. You will see some tickets resolved within minutes, and others within hours. Nevertheless, we only offer and guarantee that a response will be received within 6 hours, and a resolution will be received within 24 hours.

What happens if a ticket takes longer than 24 hours to resolve?
Tickets never take longer than 24 hours to resolve, however, in certain instances, if you report a problem that is erratic or requires more time to debug, we will inform you of this beforehand. For example, if you report a problem that cannot be replicated or only happens once per day, naturally this may require more time to diagnose and fix.

Do you install 3rd party software?
Yes, we will be more than glad to install any 3rd party software made for or used by CPanel such as RVSkin, Fantastico, ImageMagick, GD, Mailscanner, ClamAV, PostgreSQL, Tomcat JSP, etc…. However, we do not install any other unrelated 3rd party software, such as Shoutcast, SiteStudio, Coldfusion, Billing software, etc….

Do you offer any trial period?
We currently do not offer trial periods since we offer a 100% unconditional money back guarantee for the first full 30 days of service. If you are not completely satisfied, simply request a refund within the first 30 days of service, and we’ll gladly do so.

How do I submit technical requests?
Security, accuracy, and efficiency is our #1 concern so technical support requests can only be submitted through our state-of-the-art custom helpdesk. This allows for issue tracking and making sure we don’t forget something.

Is my information kept secure?
Absolutely. All server information and passwords are transmitted through our 128 Bit SSL Certificate. Passwords and related sensitive details are never sent via email. Also, all information provided to us is visible by our technicians on an as needed basis only, they will only see the login to the server that you open the ticket for, they cannot see it at any other time nor browse through our login information database.

Are there any catches, hidden fees, contracts or setup fees?
None at all!

Can you guarantee my system will be hacker proof?
No, nobody can! It is 100% impossible to make a server hacker proof, that’s a fact. This is even more impossible when vulnerable freeware scripts are so commonly used (forums, guest books, form mails). Nevertheless, even multi billion dollar company’s such as banks, government computers, credit card companies, have had server’s compromised. We consider our security hardening procedures to make your system hacker resistant. The software we install secures the system without adversely effecting or hindering the normal operations of your server.

What’s the bottom line?
We have no setup fees, no contract, no hidden fees, and an unconditional 30 day money back guarantee. If we do not do what we say, you have absolutely nothing to lose.