FAQ

Frequently asked questions


Frequently asked questions

No. We do not offer packages with unlimited bandwidth primarily because there is no such thing. Anyone who promises you this is not telling you the truth. Somewhere in the company’s terms and conditions are likely to be some words referring to “excessive use of resources”, and, in effect, this will place some form of arbitrary limit on your bandwidth usage. We set limits to both protect you and to provide you with a reliable quality service.

Yes, we offer a 30 day money back guarantee on all of our Shared and Reseller solutions.

Domains are not refundable.

No; trials are usually only used for abuse.

We usually respond within 30 minutes, sometimes it is much quicker depending on load and the time of day.

Yes, we do. The limits are:

  • 1 CPU core
  • 2.5GB Memory (1GB Physical, 1.5GB Virtual)
  • 25 Concurrent connections.
  • 100 Processes
  • 25 MySQL connections
  • 5MB/sec I/O

Concurrent connections are not the number of users allowed on your site at a time. It is instead the limit for users who are attempting to connect to a PHP or Perl script. 25 concurrent connections would be more than 25 requests a second (assuming the page takes one second to load). In another way, 25 users would need to visit your site at the same moment to hit this limit.

If you account is outgrowing these limits, then we can look at optimising your website, or you can open a sales ticket and ask for a VPS or dedicated server quote. We currently do not offer VPS or dedicated servers to non-customers.

We have an office in Australia. While all of our servers are in the United States.

All of our servers are located in Tampa, Florida. For more information on the data centre we use please visit this page.

Yes; you will have access to your account 24 hours a day.

Your account will be set up instantly. However some accounts require manual review to protect ourselves from fraud, your account details will be sent within 12 hours, but usually, it is much quicker.

When your account is set up you will receive an email with your account information, IP address, username and password. You can then start uploading to your site.

DNS propagation can take up to 72 hours before you can access your website using your domain name. In most instances DNS propagation is less than 72 hours.

We do offer phones sales and billing support during from 9 AM to 5 PM Australian Eastern Standard Time.

For technical support no; for a variety of reasons we prefer support requests to come through our trouble ticket reporting system or via email.

Primarily, the reason we prefer this method is because it provides both you and us with an audit trail of communications – so all relevant and pertinent facts can be passed on to whoever may be working on fixing your problem.

Second, having this system allows us to focus on fixing problems brought to our attention in a timely manner.
Finally, having an audit trail in place provides us with a system that allows us to objectively review the performance of our support team.

Yes; we use an online Help Desk (located in our client panel) for all support requests, which is monitored 24/7/365.

We allow legal adult content. Please see our acceptable use policy for permissible and non-permissible content.

Unfortunately, we do not offer our guaranteed support for any 3rd party software. We do offer our best effort support in these situations. We cannot guarantee that we will be able to install the software, nor can we guarantee that we will be able to support it once installed. We can guarantee that we will give it our best shot.