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 request 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 it's own mail server?
No, they will share the same mail server but each will have it's
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 up-most 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 keep it's 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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