How are your prices insanely low? 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 apartment 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. If you
cannot wait for 12 hours then this service is not for you.
Is this proactive server management service?
NO, this is not
a proactive service. Our services are REACTIVE. 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
What forms of payment do you accept?
PayPal, Credit Card, Stripe, BankTransfer
How long does it take for my service to get active?
Immediately for payments done via PayPal, Credit Card 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 provide per incident support?
Other companies offer 1 hour response time while yours is 12 hours?
Faster response doesn't mean your problem will be solved faster.
Most companies out there have automated response system setup. They will respond you fast. But
resolution can take 12 to 24 hours.
So don't get fooled by those faster response time marketing tactics. If their response
time is 1 hour but resolution time guarantee is greater than 5 hours, 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.
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 UTC or IST(Indian Standard Time) zone
- We need an 8 hour window to start that task
NOTE: For some reason if were unable to start the task 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 >>
>> Click on the server IP >> Request Cancellation.
There you will get two options
- Cancel Immediately
- Cancel at End of billing period
My service is expired/cancelled due to non-renewal. How can renew it?
No, you cannot renew it. 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 official documentation with default settings. But we don’t provide any support for these 3rd
party softwares. You will have to take care of configuration and 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
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.
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.
Because it's not possible for us to work on two servers at the price of one.
You will have to order new service for the new server. And cancel the old one.
I want to change control panel on my server. Do you allow it.
Yes, you can, But you will have to order a new service for the new control panel and cancel the old service. 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 note that if your control panel or server language is not set to English
then we may change it to English if you open support ticket.
And you will have to change it back to your preferred language later once ticket is resolved.
Do you have any support ticket guidelines to get better support?