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Please Read our FAQ. A
lot of your questions can be answered here but if you have any
questions, please contact our sales
department |
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 Dedicated
server FAQ
Control
Panels
| o Does my
server get a control panel? |
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You have
the option of purchasing Cpanel/WHM, Plesk, Direct
Admin or Webmin for Linux or Unix O/S servers. |
| o
What control
panel do you offer for Windows? |
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We
currently offer the Plesk control panel for Microsoft
Windows in three version; 30 domains, 100 domains and unlimited
domains. |
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What is Cpanel? |
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Cpanel
is a third party control panel that has been a leader
on Linux server platforms. You can learn more about
Cpanel here. |
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Additional
Services
| o How many
IP's do
I get? |
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Each
server comes with 5 IP's. Subnet Mask is
255.255.255.248 or /29 (Your gateway IP is one digit
below your main or first IP address.) Additional
IP's can be purchased in blocks of 8. |
| o What if I want
to upgrade my server? |
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Upgrades
are available to be made on your server including
additional Hard Drives, and additional RAM, along with
additional IP’s. Servers built
originally without cPanel/WHM installed, may require a
fresh install of Red Hat Linux, or appropriate OS to be
requested. |
| o What are the
limitations on server upgrades? |
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We can
only allow the addition of one (1) additional HD
totaling two (2) HD's for each server. RAM upgrades are
as follows: for almost all our servers the total amount of RAM
is limited to 2GB. The dual processor servers can be
upgraded to 4 GB total. Most servers with 512MB
RAM can usually only be upgraded to 1 GB RAM total. |
Company Information
| o What are your
hours of Operations? |
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Our
hours of operation are 24 x 7 x 365 for technical
support. Sales and general enquiries are during normal
working hours. |
| o How can I
contact you? |
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For
sales, billing, and customer service, you can email us
at sales@hostinganddesigns.com
or via our online chat system.
For technical support you may use our online ticket system here. |
Network & Data Center
| o What is your
uptime guarantee? |
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We offer
a 99.5% network uptime guarantee, excluding any
scheduled maintenance or force majeure. |
| o Does my server have it's own IP addresses? |
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Clients
will have their own IP’s assigned by HostingAndDesigns.com. |
| o What is your
connectivity? |
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You may
read about some of our connectivity here. |
Orders and Billing
| o When are orders received? |
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Orders
are received via our sales and billing department 8AM
- 6PM EST Monday through Friday. Weekend hours
do not qualify for our 24-72 hour setup guarantee. |
| o How fast are
servers setup? |
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Servers
are setup as quickly as possible, most within 48 hours
(Mon - Fri) otherwise within the 72 hour
setup time. Should any special orders or requests be
made, the setup time can vary from 48-72+ hours, but
your salesperson will alert you to this prior to
placing the order. Any delays in setup are notified to
the customer as quickly as possible. We try to avoid
delays of setups, keeping a vast supply of inventory
on-hand, but delays in part shipments, etc. can at
times lead to unexpected delays. |
| o When do you
charge for servers or additional services? |
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We will
charge your credit card prior to initiating your
requested service. All services must be paid in
advance for its respective setup and first month’s
fees, along with any licensing fees. We bill the credit
card, immediately upon receipt, and then once
approved, begin to fulfill the order. |
| o How am I billed
monthly? |
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You are
invoiced upon each of the recurring billing dates
attached within your billing file. You can receive
multiple invoices monthly, or request our billing
staff to adjust your invoices to one monthly billing
date. Your CC, is automatically deducted on the
recurring monthly billing date that your service is
due. You are notified by e-mail of invoices paid via
2checkout.com. |
| o What methods of
payment do you accept? |
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We
accept Visa, MasterCard, American Express, Discover/Novus, Diners Club, JCB and derivatives
of those brands. |
| o Is there a
discount for annual payment? |
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Yes, we
currently offer discounts for 6-month payments in
advance. If you
wish to pay every 6 months, you will receive a 5%
discount. Please make sure you contact Sales@hostinganddesigns.com
if you are interested in this discounted payment
option. There are also discounts if payments are
made via wire transfer. (3 month minimum) |
| o How is extra
bandwidth billed? |
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You may
upgrade to 2,000GB total monthly traffic for $29 per
month and 3,300 GB total monthly traffic for $129 (10
Mbps un-metered). We will notify you before you exceed your allotted monthly bandwidth.
IMPORTANT, your server will be disconnected if you go
over your allotted amount unless you pay for more
monthly traffic. Low-end,
Budget Server clients; please
contact sales for traffic upgrades. |
| o How do I cancel
services? |
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To
cancel any services, you must send a email to our
sales department, with your Server ID #, Main IP, and
original root password. Cancellation requests must be
made 14 days in advance of your cancellation date
request. Any monthly fees paid up until that point
will not be refunded, and any recurring invoicing
within the next 14 days for that service will incur
it’s normal monthly fees. |
Our Policies
| o May I view your
Terms of Service? |
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You can
view all Hosting And Designs L.L.C. policies from within this
link. |
| o What if my site
breaks your "acceptable usage policies"? |
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Please
read the AUP in the link above for all violations of
the AUP. |
| o Do you have a
Service Level Agreement? |
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Yes, the
SLA is available during the ordering process or here, your
order will not be processed until you have read the
SLA. Placing an order verifies that you agree
and have read all terms and conditions. |
Adult Content & IRC
| o Can I host adult
content? |
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Yes, we
do allow adult content as long as it is legal. Please
note, that some support requests that require us
to view web page content will not be acceptable. If we
find any illegal content, your server will be
disconnected pending investigation. Low-end,
Budget Server clients; adult
content is NOT permitted. |
| o Can I host IRC
Services? |
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No, IRC
is not allowed on our Network. |
Technical Support
| o How is my server
monitored? |
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Hosting
And Designs L.L.C. maintains internal and external monitoring systems for every server in the Data Center. The servers are checked every 5 minutes via network monitoring software.
HostingAndDesigns.com monitors uptime as well as individual features and services running on each server.
HostingAndDesigns.com staff is notified via alarms, email, screen
pop ups, and paging, if a problem occurs. |
| o What if my
server gets hacked or attacked? |
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We can
perform a number of options for you based upon the
severity of the situation. Hacked servers are usually
the result of utilizing a word for root password,
which can be found in the dictionary. We recommend
that you use a combination of letters, lower case and
capital, numbers, and symbols, in no specific order.
If your site or server is hacked, contact our
technical staff immediately, so that we can assist.
Please remember, HostingAndDesigns.com is not responsible
for the content of your server, or its security,
please update all necessary patches, when they become
available, and keep backups of your sites and content
in the event all data is lost. |
| o What if the
hardware fails? |
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HostingAndDesigns.com
is responsible for all hardware related issues. If
there is a hardware failure, it is replaced and fixed
for no additional charge the same day. |
| o What type of
support do you offer? |
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HostingAndDesigns.com
offers email and chat based support. Emergency emails
can be answered in just minutes and chat support
in seconds if an operator is available. All servers
all managed per client request, including; kernel upgrades ,
apache / PHP recompile, name server setup, server
control panel installation and setup, IDS, monitoring
system and miscellaneous "level 1 & 2" support
requests. |
| o What is your
average response time to a ticket? |
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Tickets
are replied to as quickly as possible. Normal
turnaround time on a ticket is 30 minutes or less.
Some problems take longer than others to resolve, and
at peak time, we may receive multiple messages at
once, so response times may vary. However, all support
tickets will be answered in a 6 hour period. |
| o What about
software upgrades? |
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cPanel/WHM
comes installed to automatically update your software
packages. If you opt to not choose CPanel as a control
panel, then you would be responsible for software
upgrades. You may request our support staff to install
or assist you with any upgrades. |
| o What is your
service charge for support not covered through normal
means? |
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Additional
support not covered through server management will incur a
$19 an hour tech fee billed in 1 hour increments. |
| o Will I be
notified before being billed for a support request? |
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Yes, if
you request "unusual" additional services, the services will not
be performed until you verify that you agree to the
payment terms expressed above. |
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This page was last updated on February 4
