Frequently Asked Questions

How are your prices insanely low compared to all other companies out there? Are you even a profitable company?
We don't invest in premium office locations or expensive company cars. We keep our expenses to bare minimum. Even our CEO lives in rented appartment shared with two other people. So thanks to this lean approach, we are a profitable company, even with extremely low prices.
Do you provide Urgent/Emergency support under this service?

NO, under no circumstances you should use this service for ugent/emergency support. This is a very low-cost/cheap shared server management service. So ticket response may take upto 12 hours if ticket queue is high.

We have separate plan for emergency support. Click here for details.

Is this proactive server management service?
NO, this is not a proactive service. Our services are reactive. So you will have to open a support ticket whenever you want something done on the server.
Do you provide support via phone or chat?

NO, we only provide support via our helpdesk under this plan. You will have to open a support ticket whenever you need support.

We do have other custom plans starting at $550/month under which we provide support via phone, skype and slack. You can contact us here with your requirement if you are interested in it.

What forms of payment do you accept?
PayPal (Worldwide), Credit Card (via PayPal), Stripe(India only), BankTransfer(India only)
How long does it take for my service to get active?

Immediately for payments done via PayPal or Stripe.

Bank transfer will require manual activation so it may take upto 24 hours. But you can attach the screenshot of payment and get support immediately.

How do I get support after signup?
You will get client area login details on signup. Login to Client Area and click on Open Ticket.
What are the support hours/timings?
It’s 24x7x365. Also on the 366th day of leap year 😃
I don't want monthly server management. Do you have one time payment plan?
Yes, we do have one time payment plan. You can check it here.
Other companies offer 1 hour response time while yours is 12 hours?

Faster response doesn't mean faster resolution of your server problem. Take a look at their resolution time guarantee. It's generally 24 hours or more while ours is 16 hours. So we are solving your server problems 8 hours before them.

So don't get fooled by those faster response time marketing tactics. If their response time is 1 hour then make sure that their resolution time guarantee is less than 5 hours. And if it's not then it's a shady marketing tactics.

Also what we offer is a very very cheap shared server management service affordable to everyone. There is not even a single company out there that is providing even half the services that we are providing at this price range. Also other companies are charging you 3 to 5 times more money for it.

Which level of support do you provide Level-1, Level-2 or Level-3 ?
All level of support is included in this service. We have a system for handling support ticket. Whenever you open a ticket it will first go to a Level-1 tech. He will investigate and resolve the problem. In case he sees that this ticket requires escalation then he will escalate it to a Level-2 System Administrator. And they follow the same steps and escalate it to Level-3 if required.
Can I request some task to be started within particular time window?

Yes, you can. But

  • We should be informed 24 hours in advance.
  • Time must be specified in our IST(Indian Standard Time) zone
  • We need an 8 hour window to start that task

If for some reason if we are unable to start it within the requested time window, then it will be automatically rescheduled for the same time window the following day.

How do I cancel the service?
Login to your client area >> Services >> My Services >> Click on the server IP >> Request Cancellation. There you have option to either cancel immediately or at the end of billing period.
My service expired due to non-renewal. How can renew it?
Expired services are automatically terminated and cannot be renewed. So you will have to place a new order for the same server.
Do I get alert when a ticket is updated?
Yes, you will get email alert on every ticket update.
How long does it usually take to respond to a ticket?
Our response time guarantee is 12 hours. But our internal stats shows that most of the tickets are answered within 8 hours, and resolved within 10 hours.
Do you install 3rd party server software?
Yes, we do as per the offical documenation with default settings. But we don’t provide any support for 3rd party softwares. You will have to take care of everything else yourself.
Do you offer any trial period?
No, we do not offer trial periods as we offer 7 days money back guarantee. Check the Refund Policy for details
What information do you need to provide support?
We will need the following
  • Root SSH access to server
  • Control Panel root/admin login
Is my information kept secure?
Absolutely yes. All server information and passwords are encrypted and transmitted through our Secure Server SSL. All information provided to us is visible by our technicians on an “as needed” basis only.
Why is there a setup fees?
One time setup fees is for setting up your account, ping monitoring system, RBL monitoring system, adding your server to our weekly update system etc.
Are there any hidden fees, term contracts or taxes?
No, there are no hidden charges or long term contract. You can cancel anytime.

Indian clients will have to pay GST. But there are no taxes for clients outside India.

I got a new server. Can you change service IP?
No, we cannot change server in middle of service. As it's not possible for us to work on two servers at the price of one. If you have a new server then you will have to order new service for that server. And cancel the old service.
I want to change control panel in the middle of service. Do you allow it.
You can change control panel but you will have to order a new service for the new control panel. It's not possible for us to setup and work on two control panels at the price of one.
In which language do you provide support?

We only provide support in English. If you are from non English speaking country then you can use google translator to translate the text in English and paste it in the ticket. Do the same to read the replies from us. But note that we cannot make any guarantee that translation will be prefect.

Also if your control panel or server langauge is not set to English then we may change it to English. You can change it back to your preferred language later once ticket is resolved.