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Shared Web Hosting FAQ'sQ. You aren’t the cheapest hosting company around. Why should I choose you?
A. You’re right, we aren’t the cheapest around and there is a good reason for that. Simply put, we don’t use the cheapest components. Quality web servers and their upkeep cost money. We don’t buy low spec cheap servers, use poor quality communication carriers or place 450 users on a single server. If we did we could charge £1.00 per month. However this would also break down our ‘business class’ hosting status which is something we do not want to happen. We pride ourselves with quality service we can provide you. While that service does come with a cost, we think that you will find the quality and reliable experience you receive with SaneChoice to be well worth the cost every time!
Q. My bandwidth is limited to 2GB. Why don’t you offer unlimited?
A. Unlimited bandwidth is a dangerous thing. Some companies have 450 users on a box with unlimited bandwidth for each client. If only 20 of those clients open a continuous download service then the other clients on that server will experience really poor service. Capping bandwidth is our way of controlling server usage. If you go over we will only charge you £1.00 per GB and all of those revenues go right back into the server. Consider this, 2GB of monthly bandwidth rounds out to approximately 15,00 page requests per month!
Q. Why is your service so much better than “the other guy’s”?
A. SaneChoice has a huge advantage over other hosting companies because we understand business as much as we do technology. We know how important it is for your business to be up and running at top speed 100% of the time. Having worked for major investment banks in London, our lead technicians work extremely well (and accurately) under pressure. Our lead sales and customer service teams share that same high level of experience. On top of that we have superb relationships with our carriers and component suppliers. Our technicians are available around the clock for critical server errors and remain onsite 14 hours a day.
Q. How can I check the status of the network and servers?
A. Simply visit http://www.sanechoice.com/hosting_status.html. We promptly report any Linux, Windows or Network issues here and update the information in live time.
Q. What if my service stops after normal business hours?
A. SaneChoice monitors its servers for health 24/7. If CPU shoots up and stays at 80% or the box stops responding altogether, we are immediately alerted. Chances are that by the time you even notice your site is down, our team of SaneChoice professionals are already working on a solution. SaneChoice, of course, cannot be accountable for errors or outages that originate from your code. If you do find your site is down you can call our 24/7 Emergency Support number and leave a message. The SaneChoice on-call engineer will receive your message shortly.
Q. How much are your hosting packages?
A. Hosting plans range from £3.99 to £12.99 per month. For more information please visit http://www.sanechoice.com/hosting.html.
Q. How can I purchase a hosting account?
A. Please visit http://www.sanechoice.com/hosting.html. From there you can easily view platform details. Once you have made your choice you will be taken to our Thawte secure site for payment processing. All details about your payment are transmitted and securely stored over 128Bit SSL encryption.
Q. Are your servers Windows- or Linux-based?
A. The answer is both! We use both LINUX and Windows 2003 servers to host.
Q. Can I FTP my files up to the hosting space immediately?
A. Yes, you can but you won’t be able to see them via a browser until your web address propagates to all the DNS servers around the world. This usually takes between 24 and 72 hours and is unfortunately out of our control. You can, however, preview your site by going to your PLESK control panel and selecting ‘Preview Site’.
Q. I just purchased hosting and uploaded my files. Why can’t I see my website?
A. Until your web address propagates to all the DNS servers around the world, you will not be able to view your website via a browser. This process usually takes between 24 and 72 hours to complete. You can, however, preview you site by going to your PLESK control panel and selecting ‘Preview Site’.
Q. My login details are not letting me connect to the server. What do I do?
A. Please contact Support immediately with the details you were given in your welcome email, including your order number, so we can help you quickly and efficiently.
Q. I didn’t receive my hosting welcome email. What do I do?
A. Almost immediately after outlining your chosen package and its details you will receive an invoice. During this time one of our technical support engineers will begin setting up your account. All accounts are usually setup within 1-2 hours and always within 12 hours. If you do not receive your welcome email within 12 hours, please call us at +44 8707 60 10 20 (Option 1) immediately. Please Note: Don’t confuse your invoice with your welcome email!
Q. How do I use the pop boxes included with my hosting account?
A. These details are included in your welcome email with how to use your email. We will also setup a default account for you to receive email in as soon as your URL propagates.
Q. After purchasing hosting, how do I upload my files?
A. These details will be included in your welcome email with how to FTP your site files. How you transfer files is entirely your choice. You can use built FTP clients such as Dreamweaver and FrontPage or you can use stand alone FTP software such as WSFTP.
Q. Is FrontPage supported for the design and upload of my website?
A. Yes, all of our hosting packages support FrontPage.
Q. Where is my home directory for storing my web files?
A. When you login to your account via FTP you will want to change directory to the http documents directory. Place your web files in there.
Q. Where is the CGI-BIN?
A. When you login to your account via FTP you will want to change directory to the cgi-bin directory. Place your CGI files in there.
Q. I have uploaded my site. Why can’t I see it?
A. You will not be able to see your site via a browser until your web address fully propagates to all DNS servers around the world. This is entirely out of our control and should be complete within 24 to 72 hours.
Q. Can I get help with my CGI scripts?
A. We do not supply CGI scripts and cannot offer any phone support for any you may add. However, if you send an email to canyouhelp@sanechoice.net we will do our best to help. Please Note: Other technical support issues will take priority as continuation of service is our top priority.
Q. Which server-side scripting languages do you support?
A. We support ASP, PHP, MYSQL and CGI on both Linux and Windows packages.
Q. Will have Secure Shell access to my hosting or the ability to telnet to it?
A. Our larger packages facilitate Secure Shell access. For information on which packages support SSH, please visit http://www.sanechoice.com/hosting.html.
Q. Can I password protect my hosting folders?
A. Yes, all packages support password protected folders.
Q. How do I find my web stats?
A. If your package supports web stats you can easily view them by logging into your PLESK control panel and selecting ‘reports’. Here you will have multiple reports one of which will be your Webalizer stats. We suggest you take the time to review your other reports as they provide valuable information.
Q. How often do your stats refresh?
A. Our stats refresh once a day around 03:00.
Q. Are there restrictions on upload and download speed?
A. Not at the moment. However, it is our duty to monitor this activity as certain customers may maliciously use the servers for illegal file sharing. If this happens on ANY of our servers we may impose such limits. Out of courtesy, you will be informed of these changes and Internet website delivery will NOT be affected if this restriction is applied.
Q. What happens if I go over my bandwidth?
A. Don’t worry, we will bill you the extra at a rate of £1.00 - £1.50 per GB. This is an extremely good price as other well-known hosting companies charge nearly 5 times our price per GB. All money goes back into the upkeep of your server.
Q. Can I host adult material on your servers?
A. We do not permit adult material on any of our servers. Please review our terms and conditions to see what other limitations or restrictions may apply.
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