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What is the definition of Managed Semi Managed and Un-managed?
Can I change my management level at anytime?
What is not covered by managed?
Is there a cost for each domain I host?
Will my customers be able to see you are my host?
I am new to reselling can you help ne get started?
Do you oversell and can I oversell?
Managed to us is like a reseller account. We fully manage the server; you sell accounts and service them but when problems arise we will back you all the way. If you email us and say my customer domain.com is not getting his emails on account joe@domain.com we will log on and help you resolve the problem with his account down to the account level, just like we do with any reseller account on our servers. We will also be doing full proactive monitoring of the server, log files, software installs, proactive security updates, OS patches etc., reboots and service restarts, leaving you to only worry about running your business and not server administration.
Semi managed means we will partially manage the server for you. We will do full monitoring of the server, with notifications going to you and our support staff however we will only restart a service if you request we do so via out ticket system. We will do security patches upgrades and kernel updates upon request. We will not do 3rd party software trouble shooting or installs. We will leave customer level troubleshooting up to you.
Unmanaged is just that. Hardware failures are our problem but the software and services are yours. We do not monitor or check logs etc. If you email us a question on a customer problem we will offer to check it out and fix it for an administrative fee of $75.00 an hour with a one hour minimum.
Of course all servers include free emergency reboot request at our help desk. Plus all servers come with APC remote reboots so you can power cycle for a reboot yourself.
Can I change my management level?
You can start managed, go to semi as you learn, and then switch to unmanaged. We only require 30 days notice that you wish to switch plans on your next billing cycle.
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What is not covered by management?
We do not cover 3rd party software installs that we do not supply, nor do we troubleshoot 3rd party software your clients may install. If you elect to install software or do server maintenance yourself and you break it we will charge an admin fee to fix it.
Yes on all our servers no matter the management level you get full root access to the server.
The only thing we ask that you take note of is that anything you do you are responsible for.
If you break something remove a needed OS file etc. you will be charged an hourly admin fee to repair it.
If you are in doubt before you run a command or make any changes as root it is best to open a ticket and ask us first.
Is there a cost for each domain I host?
No, you pay the monthly fee and can host as many accounts as you want in your space/bandwidth allocation. There is no extra per domain fee. You you can define your own plans, split your web space and bandwidth up anyway you want
No, we support you. You support your customers. In order to maintain anonymity we never have contact with your customers directly. Of course, we will be glad to help if one of your customers has a question you cannot answer for them, but all direct support from us is to you.
Will my customers be able to see you are my host?
We try and stay as anonymous as possible. You will have your own name servers IE: ns1.yourdomain.com, so if your customer does a trace they will see only your name.
I am new to reselling, can you assist me in getting started?
Yes we can, we have a very well written manual on the Web Manager Control panel which you use to setup and manage your accounts. If you need help after reading the manual then simply ask, we want to help ensure your success. Plus our forums have many tips to help you learn.
Do you oversell your servers and can I oversell my account?
We do not oversell our servers in any way.
We do not allow overselling of disk space on the servers.
If you pay via credit card only we will allow you to oversell your bandwidth allocation by up to 50%.
But remember if you oversell and your customer uses it you will be billed for it on your credit card. You are responsible for your total usage of the reseller account. Even if you did not realize your customer was going over. It is up to you to monitor their usage.
Overselling is off on all accounts by default if you wish to oversell bandwidth you must open a ticket at the help asking for it to be enabled and agree to be reasonable for all charges.
Please tell me more about your customer support. Is it email only? What is the typical response time?Our typical response time is under an hour. We promise a 4 hour maximum human response to your issue.
Do you have a money back guarantee?
Yes. 30 days no questions asked.
How old is the company? How long have you been in hosting?
We have been in web hosting since 1999 and been involved in IT and business for over 25 years.
Are you a reseller yourself?
No
What makes your company the one I should host with?
Above all else, we value customer service. In the automated and internet age, we've become frustrated ourselves by false promises, lack of personalized service and even downright rip-offs. We understand our customers' concerns in getting to know the people behind the business you are dealing with. We are happy to discuss any queries you may have, and will endeavor to provide you with any information you may require to be reassured in knowing that your hosting is in safe and experienced hands.
Is there a cost to transfer a domain name?
There are no fees for transferring your domain name to be hosted on our servers.
Must I have a domain name to sign up for a hosting plan?
Yes, all customers must have a domain name to get an account. Should you not yet have a domain name, please email us and we will assist in helping you register your desired domain name.
Do you host foreign domains?
Yes we host all types of sites: foreign and domestic.
Do you host Adult sites?
No. Pornographic content is in violation of our acceptable use policy and our service agreement. There are legal and ethical issues involved in hosting of sites containing pornographic material. Any user of our services who is found to have pornographic content on their site, or links to pornographic sites, will have their account closed and deleted within 24 hours.
What is the name of the data center you are located at?
All or servers are located in the Atlanta Nap Data center in Atlanta GA.
Where does the company make announcements or news releases?
We broadcast general announcements on the front page of our help desk and in our forums.
What are the file size limits for storage and for e-mail?
It is limited by the space and transfer of the account.
Do you charge additional fees for using the MySQL database?
No, you get a number of databases included with your account depending on which plan you choose.
Do you have Web Mail?
Yes. We offer web-based email to our customers as part of your control panel.
What steps do I take to set up an account?
It's easy. Just sign up with us by filling out our online order form.
Do I have to sign a contract to use your service?
No. No contracts or other long term commitments are needed. However, please read our terms of service.
Can you create a custom plan for me?
Yes, we are happy to build custom plans, either email sales@techark.com listing what you would like and someone will provide you with a quote.
How long does it take to get my account set up?
Generally, once payment is received, all accounts are set up in few hours or less. Sometimes this can take up to 24 hours if billing has questions. We do a full security screen on all accounts before sign-up. Once your account is set up, a Welcome email will be sent which includes your username, password, IP address and getting started information. At this point you can access your site via IP address until your domain transfer is done, or your new registration takes effect.
Will I have my own static IP address? If not, will I have access before the DNS name change happens?
We use name based hosting for all shared hosting accounts meaning all sites share a common IP address. The sites are the same and work the same in every way as an IP based site. For test and setup purposes sites can be addressed by IP number and username before propagation of the DNS is complete. Normally DNS name change occurs within 24-48 hours.
Can I change my billing cycle after I sign up?
Yes. Please go to the Help Desk and request the change in billing cycle. You will be credited the amount of money left on your account toward the new charge.
How will I be billed for my account?
You can either choose to pay via our own Merchant Facility or via Paypal. Your credit card will be charged automatically on the same day you signed up; either monthly or quarterly. However, if there is a day that is more convenient to you to be regularly billed, please advise us and we will prorate your account to be billed on that day.
Will my account renew automatically?
Yes, unless you tell us otherwise, your account will renew automatically at the end of its term and your credit card will be charged.
Can I upgrade or downgrade my plan without a fee?
Yes, you can upgrade or downgrade your plan at any time without a fee. Just open a ticket at the Help Desk and we will upgrade/downgrade your account.
What happens if I go over the data transfer limit on my account?
You will be notified via email when you are nearing your limit. You will be asked to upgrade to a higher plan that allows more transfer. You can easily monitor your data transfer in your control panel.
How do I cancel my account?
If you need to cancel services with us, please open a Help Desk ticket using the email address on your account and request cancellation of service. For security reasons we will only accept help desk tickets on account cancellations.
Is there any cancellation fee for terminating my account?
No, provided your account is up to date we do not charge any extra fees. However, due to the pricing structure of our quarterly plans we are unable to offer refunds for unused time.
Can I track how many people visit my site?
All accounts come with our Site Statistics tool in the Control Panel that shows hits, referrer logs, country stats and more! You can even look at this data in a graphical format showing daily, monthly and yearly activity.
Do I get a shopping cart?
All plans come with Fantastico easy script installer which allows you to install a number of different shopping carts of your choice with one click con venice.
Is there support for Active Server Pages?
No we do not support ASP. Our servers are Linux based and ASP is a Windows based component. Although there are various patches designed to run on Linux we have found them to be unstable and resource intensive and not 100% compatible with Microsoft's implementation of ASP.
Can I get any help with my cgi script configuration?
We will supply you with all the information you need to set your scripts up on our servers. However, due to large the number of scripts, we cannot know or be familiar with every script there is. If you need help beyond basic settings and paths we can supply you with programming help at additional cost.
I occasionally send email to my list. What constitutes bulk spam email to you?
Any bulk mail sent that is unsolicited is considered spam and will endanger your account.
There is a 300 emails per hour limit on our servers if your mailing is larger than that you will need to break it up to keep with in the per hour limit.
Do your site statistics give me information about every page on my site?
Yes we offer three stats programs plus access to your raw log files.
Tell me more about hosting multiple domains. I have two.
Multi domain hosting is based on parking a www.domain.com name on top of a sub domain. This allows each www to have files in separate folders with separate FTP accounts for uploading files. If you have a multi-domain account your control panel will have a section called Add-on domains where you can set up the extra accounts yourself.
Does each domain have its own mail server?
No, they will share the same mail server but each will have its own POP mail accounts so each can have yourname@domain.com or yourname@domain2.com
Is there a shared SSL certificate?
Yes, each of our servers has a shared SSL certificate that can be used by shared hosting accounts. If your plan includes shared SSL then your welcome letter will outline the correct path for your shared cert use.
Do you offer Shell or SSH access?
We do not offer shell or SSH access on any shared hosting accounts for security reasons.
Do you have FTP and Anonymous FTP access?
Yes, we provide FTP, Anonymous FTP access is disabled due to security reasons.
Do you have a limit on the FTP transfer?
No, there is no limit. You can update your pages an unlimited amount of times, at any time you wish.
Do you provide a CGI BIN personal directory for CGI/Perl Programs?
Yes, a CGI BIN directory is provided for custom programs.
Can I set up password protected areas with .htaccess?
Yes you can. You can also password protect directories using your Control Panel.
Do your servers support IMAP?
Yes, our servers are configured to support both IMAP and POP.
What are some of the average tech specs of an average server?
All our servers are 2GHZ CPU's all current servers are dual cpu machines are above and have a minimum of two hard drives with 1 Gig to 4 GB of memory. We use only top quality hardware and all our servers are monitored 24 hours a day. Server loads are kept low to maintain the utmost speed and reliability.
Can I see a perl diver or phpinfo page of an average server so I can see all the modules you have installed?
This info can be accessed from your Control panel only.
Can I have POP3 email accounts on all my domains?
Yes
What are your backup procedures like?
We have nightly backups to a second server and weekly backups to second hard drive in each server. Although we attempt to make sure your data is safe and take utmost care in everything we do, we still suggest each account holder keep their own backup on their own local drive. We do not guarantee the backups we have to be free from error or claim in every instance to be able to restore your account in full in case of loss of data. Bottom line is if your data is important to you never leave it in someone else's hands for safe-keeping.
Can I contact you by phone if further questions come up?
Yes, but the fastest response will be to a support request in our Help Desk.
