How can you offer such a great service at such a low price?
Server management is meant to be an auxiliary service. Competitors that charge
nearly as much as a server costs is not practical nor efficient. Our
experienced staff, and highly efficient work environment, allows us to handle a
high amount of volume, and pass the savings to our clients. Our incredibly low
rates make server management and monitoring affordable for everyone. We realize
the need for you to keep your expenses down, and therefore we take that into
consideration in our pricing structure. Although our pricing structure is
incredibly low, our service is 'top-notch', we
GUARANTEE
it! Take a look at some of our most recent
Testimonials. We are a completely profitable New Jersey registered company paying taxes, no tricks or gimmicks. We have no debt which makes us the perfect financially secure company to deal with for your trusted needs.
How can I be sure you are trustworthy?
We've been in business for over 7 years now and are one of the very few server management providers that are actually a real incorporated company. Most of our competitors are not even actual companies, and don't even list a phone number or address on their site. Some even hide their domain whois registration information. While this is not specifically a determining factor of "quality", when considering a provider to be "trustworthy", they are extremely important factors. Also, we are a member of the New Jersey Better Business Bureau & the New Jersey Chamber of Commerce with a clean record and 0 complaints, and our Privacy Policy has been approved and certified by TrustE. We are even an authorized CPanel partner.
Do you provide support for complex technical problems as well as simple technical problems?
Our system administrators are capable of tackling any type of technical problem regardless of it's complexity. Naturally complex technical problems may take longer to resolve than simple technical problems, but we absolutely do provide support for both simple and complex technical problems.
"Unlimited admin time", how is that possible?
Unlimited admin time means we do not limit the amount of work that you submit,
and we do not charge based on the amount of work that you submit. Some clients
submit 10 tickets per day, some clients submit 1 ticket per month, it all
balances out. On average, each client submits approx. between 5 to 15 tickets per month per server. Tickets are answered in the order they are received, so if you
submit 10 tickets at once, they will be answered one after the other in order.
Do you offer one-time services?
No, but since we do not have any contract, feel free to signup for 1 month
only. Our price for the entire month is probably cheaper than any other
competitor's one-time service or hourly rate anyway.
What is your average customer satisfaction and retention rate?
Since we first started, over 99% of our customers have been satisfied. The majority of our customers have been with us from the first day they signed up.
I like what you have to offer, but how do I know it's real?
Think about it this way, we offer a 100% unconditional 30 day money back
guarantee, no setup fee, no contract, no hidden fees; we have nothing to
gain, and you have nothing to lose if our service is not top-notch!
Why do you only support Linux operating system with CPanel control panel?
In this industry, nobody can be a jack of all trades, unless they are a master
of none. Our company and employees have worked with servers running Linux and
CPanel exclusively for many many years. We prefer to specialize in a specific
area and be confident we can fulfill all of your technical support requirements.
Why don't you offer pro-active updates?
We do not offer and do not recommend proactive updates for anyone for 2 main
reasons. First, most clients do not like anyone going into their server and
arbitrarily making changes, installing/updating software, even if the intent is
for their own good. Many feel this is an invasion of their space, even if it's
trying to help them. Second, most updates that are released should not be
applied right away anyway. Most newer versions of backend server software create
complications with many user programs, until the developers release
corresponding updates. For example, if you are running a program that only works
with PHP 4 and we upgrade you to 5, then you realize an important
program stopped working, you won't be thankful that we upgraded it, rather you
will be frustrated that your program stopped working, and moreover even think we
broke it. Of course the backend software can usually be downgraded without any
problems, but it's much better to simply apply the updates when the client
requests them.
How am I supposed to know when a newer
version of security or backend software is released?
Inside our Client Login, we have a news section. In this section, we
post any updates that are released and give you the option to request it or not.
We also email our clients when a new post to this section is made. We suggest
anyway that all clients open a ticket regularly at least once per month and request we
review the system's logs, directories, and check for updates. We'll then let you
know our recommendations on what should be upgraded or not, and you can them
make your informed decision. You do not need any server knowledge or server experience to do this, it's as simple as opening a ticket regularly asking us to upgrade your software, we do the rest.
How long does it take to respond to a ticket?
Statistically, most tickets are answered within 1 hour, and resolved within 3 hours. However, the truth
of the matter is, this question does not have a simple answer. A resolution to a
ticket all depends mostly on the complexity and urgency of it. You will see some
tickets resolved within minutes, and others within hours. Nevertheless, we only
offer and guarantee that a response will be received within 6 hours, and a
resolution will be received within 24 hours.
What happens if a ticket takes longer than 24 hours to resolve?
Tickets never take longer than 24 hours to resolve, however, in certain
instances, if you report a problem that is erratic or requires more time to
debug, we will inform you of this beforehand. For example, if you report a problem that
only cannot be replicated or only happens once per day, naturally this may
require more time to diagnose and fix.
Do you install 3rd party software?
Yes, we will be more than glad to install any 3rd party software made for or used by CPanel
such as RVSkin, Fantastico, ImageMagick, GD, Mailscanner, ClamAV, PostgreSQL, Tomcat JSP, etc.... However, we do not install any other unrelated 3rd party software, such as Shoutcast, SiteStudio, Coldfusion, Billing software, etc....
Do you offer any trial period?
We currently do not offer trial periods since we offer a 100% unconditional
money back guarantee for the first full 30 days of service. If you are not
completely satisfied, simply request a refund within the first 30 days of
service, and we'll gladly do so.
Can I submit a technical request over IM or Phone?
Security, accuracy, and efficiency is our #1 concern. Since requests cannot be
accurately, securely or efficiently tracked or queued via Phone or IM/Livechat, Technical
support requests are not accepted over the Phone or IM/Livechat. However, feel free to
use Phone or IM/Livechat for general questions or inquiries. Technical support requests can only be submitted through our state-of-the-art custom helpdesk.
Is my information kept secure?
Absolutely yes. All server information and passwords are transmitted through
our 128 Bit SSL Certificate. Passwords and related sensitive details are never sent via email. Also, all information provided to us is visible by our technicians on an as needed basis only, they will only see the login to the server that you open the ticket for, they cannot see it at any other time nor browse through our login information database.
Are there any catches, hidden fees, contracts
or setup fees?
No, no, no, and no.
Can you guarantee my system will be hacker proof?
No, nobody can! It is 100% impossible to make a server hacker proof, that's a
fact. This is even more impossible when vulnerable freeware scripts are so
commonly used (forums, bb's, guestbooks, formmails). Nevertheless, even multibillion dollar company's such as banks,
government computers, credit card companies, have had server's
compromised. We consider our security hardening procedures to make your system
hacker resistant. The software we install secures the system without adversely
effecting or hindering the normal operations of your server.
What's the bottom line?
We have no setup fee, no contract, no hidden fees, and an unconditional 30 day money back guarantee. If we do not do what we say, you have absolutely nothing to lose.
If you have any additional questions, please do not hesitate to Contact Us.
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