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Summary
 Please
tell me more about your customer support. Is it email only? What is the
typical response time?
We have a ticketed support desk where support requests can be logged
and time stamped which is our preferred support method. We do offer emergency-only
phone support through an 800 number but request it only be used in extreme
emergencies and if our web site is unreachable.
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 datacenter you are located at?
Either DV2 in Atlanta GA or The NAC in NY.
Where
does the company make announcements or news releases?
We broadcast general announcements 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 inluded 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,
or use our online custom plan maker.
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?
If you choose one of our plans with a shopping cart we offer your
choice of OsCommerce, Agoria.cgi or Interchange.
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.
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 both FTP and Anonymous FTP access.
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 1GHZ CPU's or above and have a minumum of
two hard drives with 512 to 2 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 maintian the utmost speed and reliablity.
Can
I see a perl diver or phpinfo page of an average server so I can see all
the modules you have installed?
Yes, please visit http://techark.com/phpinfo.php
Can
I have POP3 email accounts on all my domains?
Yes
What
are your backup procedures like?
We have nightly 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.
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