Welcome to the Hostcheap Frequently Asked Questions

ALL THE ANSWERS YOU NEED

GENERAL QUESTIONS

How long have you been in business?

We have been in web hosting business since 2005 . Regardless if you are a small business, medium-sized or large corporation or if you just need a private website. We try our best to tailor to everyone’s needs.

Where are you located?

We are located at: Hostcheap Company Limited, 29A Nguyen Dinh Chieu Street, District 1, Ho Chi Minh City, 08408, Vietnam.

Do I have access to the tech support center 24 hours 7 days a week?

Yes, our technical support center is open 24 hours a day and 7 days a week to provide our customers service, around the clock. You can receive Help desk service from our 24 / 7 available customer support team for immediate problem resolution.

How long does it take for my account to be setup after signing up?

Your account will be setup immediately after sign-up. You will receive an account information email within 24 hours after signing-up. Should you not receive an initial email from us immediately after you sign up please feel free to contact us.

DEDICATED SERVERS

How long does it take to get my server set up ?

We guarantee that all our standard server configurations will be set up within 3 business day. Factors contributing to longer setup times may include server add-ons, custom configurations, and payment approval time.

Who is responsible for the server hardware ?

Hostcheap guarantees the functioning of all dedicated server leased hardware components and will replace any failed component at no cost to the client. Hardware repair/replacement will begin immediately upon identification of a hardware problem. Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC Card, and other related hardware included under the server lease. The time required to repair/replace hardware does not include software reinstallation and/or data recovery from backup tapes/disks (time frame depends on size of disk). You can find complete details about our Hardware Guarantee by reviewing our SLA.

What is your uptime guarantee ?

Hostcheap's servers connect to the Internet through redundant high-speed connections on diverse backbones, ensuring data delivery to the end user in the fastest, most efficient manner possible. Hostcheap guarantees a 99.9% uptime excluding scheduled maintenance of 1 hour per month and prior notified upgrades. Hostcheap's Cisco powered network combined with 24/7/365 monitoring by highly qualified network engineers and administrators, guarantee the functioning of all network infrastructure including routers, switches, and cabling.

How often do you monitor the Data Center and servers ?

We monitor our Data Center and servers 24 hours a day, 7 days a week, and 365 days a year with on-site Hostcheap employees.

What kind of connection to the Internet will my server have ?

Redundant telecommunications paths into the local fiber optics infrastructure are buried around our Data Center and supported by multiple fiber carriers. Tier 1 connections to the Internet backbone are available through multiple gigabit Ethernet connections with scalability to OC-48 and beyond. We are peered with XO, Qwest, Integra, and Level 3.

PAYMENT

What forms of payment do you accept ?

We accept Visa, MasterCard, American Express and Discover. You can pay via PAYPAL or 2CHECKOUT service. We do not accept cash.

PRESALES

Do you allow adult content on your servers ?

We do not allow adult content. This is described as pornographic material. We do allow certain types of artistic material. Please contact support if you have further questions.

Do you allow telnet / SSH access ?

Unfortunately on shared accounts we are not able to allow access of that type due to security issues. On all VPS and V-Dedicated plans full SSH access is allowed.

What Operating System do you use on the servers ?

Our servers currently run CentOS 5.x or CentOS 6.x, depending on the server. Our VPS systems are powered by Virtuozzo with CentOS 6.x.

What version of PHP do you use ?

We currently offer PHP 5 only. You have the ability to choose between PHP 5.2, 5.3, 5.4, and 5.5.

I've changed my domain name servers over, and my site is not coming up. How come ?

Once you have changed the nameservers for your domain name, it takes anywhere from 24-72 hours for your domain name to fully propagate over to our servers. However, in the mean time, you can access your website via a temporary url. (http://ipserver/~username). If you experience any other problems with your domain, please contact support.

MONEY BACK GUARANTEE

Do you offer a Money Back guarantee ?

We offer a 45-day money back guarantee on hosting packages. If you are not satisfied with our service in any way, we will refund all hosting charges, no questions asked. There are no refunds upon completion of the 45th day of hosting with Hostcheap. *Monthly contracts have a one month money back guarantee.