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Pre Sale Frequently
Asked Questions - (FAQ's)
Listed below is a collection of our most commonly asked pre
sale questions. If you do not find the answer to your question
below, please feel free to contact
us .
Applies to Shared/Reseller Orders |
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Do you accept international
customers? |
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How long after ordering will
my account be setup? |
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How is customer support handled? |
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What is the process for upgrading
my account? |
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Will you help me move from
my previous web host? |
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Do you offer custom hosting
plans? |
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Do you allow websites with
an adult content? |
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How many accounts do you put
on a server? |
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How often do you back up files
on the server? |
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Do you offer a free trial? |
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Do you provide support via
instant messenger programs? |
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What happens if I reach my
bandwidth limit? |
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Can I get a refund if I am
not satisfied? |
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Is SSH access enabled on my
account? |
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Do I have access to my account's
statistics? |
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Shared Hosting |
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Can I upgrade a Linux package
to a Windows package and vice versa? |
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Can I get an account with
more resources than the maximum package? |
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Answers
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Do you accept international customers? |
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Yes, we have clients from
all over the world. If you have a credit card, debit card
or Moneybookers
account, we will be happy to host you - no matter
where you live. |
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How long after ordering
will my account be setup? |
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As soon your payment is received
and approved, your account will automatically be setup
and your access information e-mailed to you. |
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How is customer support
handled? |
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The quickest and preferred
method of contacting support is to open a trouble ticket
at the online Help Desk or by e-mailing support@hostgool.com.
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What is the process
of upgrading my account? |
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Upgrading your account is
quick and easy. Simply open a ticket directed to our Billing
Department at our online Help Desk or by e-mailing billing@hostgool.com.
Please include the plan you would like to upgrade to,
your username and password (for verification). |
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Will you help me move
from my previous host? |
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If your previous web hosting
provider uses CPanel/WHM we can automatically move your
files over to our server. Please open up a support ticket
at our online Help Desk or by e-mailing support@hostgool.com.
Please be sure to include the IP address of your previous
server, the account username and the account password.
If your previous host does
not use CPanel/WHM you will need to download a backup
of your site and then upload that backup onto your
hostgool.com
account, unfortunately hostgool.com will not be able
to do this for you, however, we can guide you during
the transfer.
In some cases, the CPanel/WHM
automatic account transfer fails, in this case, you
will need to download a backup of your site via your
previous host's CPanel, and then upload that backup
through your new hostgool.com CPanel.
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Do you offer custom
hosting plans? |
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We do offer custom hosting
plans. |
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Do you allow websites
with adult content? |
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Websites with adult content
must be approved prior to being uploaded to our servers.
Clients who do not receive approval prior to uploading
adult content will have their account terminated from
our network.To contact us regarding your
website's content, please e-mail us at sales@hostgool.com. |
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How many accounts
do you put on a server? |
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We do not place a set limit
of accounts per server. We take into consideration the
hardware configuration of each particular server and then
place an appropriate number of accounts on it. We place
a set number of accounts on the server, then monitor the
server for several months and then evaluate if the server
can handle more.
We constantly monitor our
servers and the processing load to ensure the best performance
for your website.
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How often to you back
up files on the server? |
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We perform nightly backups
of all accounts on our servers. Backups are performed
and transferred to a secondary hard drive.
Even though we perform nightly
backups, we highly encourage our users to maintain their
own backups of your files. hostgool.com is not responsible
for any loss of data.
Clients located in the United
States have the option to have weekly backups placed
on a CD and mailed to them via the United States Postal
Service for $40/month.
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Do you offer a free
trial? |
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Because we have a 30 day money
back guarantee, we do not offer a free trial account. |
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Do you provide support
via instant messenger programs? |
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All of our support technicians
are true geeks and have both ICQ and IM screen names.
Most include their screen name in e-mail correspondence.
Just pick your favorite tech and ask for their screen
name and start chatting instantly! |
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What happens if I
reach my bandwidth limit? |
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Our clients on a shared hosting
plan will receive an e-mail dispatched automatically from
the server upon reaching 80% of your allocated bandwidth
resource. It is the clients responsibility to contact
us upon receiving a bandwidth notification and to make
arrangements with hostgool.com. Users who exceed their
bandwidth have three options: 1) Upgrade your hosting
plan, 2) Submit to the bandwidth overage fee or 3) Have
your account suspended to prevent overage. It is your
responsibility to keep a check on usage and to contact
us if you are going to go over your allotment. If a client
does not contact us regarding their impending bandwidth
overage, we will be forced to suspend your account to
prevent an overage.
Resellers who approach their
bandwidth limit will be contacted to arrange an upgrade
or course of action. It is the resellers responsibility
to keep an eye on their usage and to contact us if they
are going to go over their allotment.
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What happens if I
reach my bandwidth / data transfer limit? |
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Those on a shared hosting
plan will have their account automatically suspended
on reaching the data transfer limit to prevent excessive
overages (and costs). We make an attempt to send out
warnings when the limit is approaching so you can make
arrangements but it is your responsibility to keep a
check on usage and to contact us in advance to purchase
extra resources if required to prevent suspension. Any resellers that are approaching
their allocation limits will be contacted to discuss
a course of action. Again, it is your responsibility
to keep a check on this and we cannot be held responsible
if you do not get a warning of impending overages.
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Can I get a refund
if I am not satisfied? |
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We are positive that you will
be satisfied with your account, however, if you are not,
you are entitled to a full refund within 30 days of opening
your account.
Please note that refunds
will not be issued to accounts that have violated our
Terms of Service
or have used 50% of their allotted resources.
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Is SSH access enabled
on my account? |
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By default, SSH access is
not enabled on your account. If your plan includes SSH
access at no additional charge, you will need to fax or
e-mail us a copy of valid photo identification and statement
of what you will be needing the access for.
If your plan does not include
SSH access, you can upgrade your account to include
SSH access for $15/year. After you purchase the upgrade,
you will need to fax or e-mail us a copy of valid photo
identification and statement of what you will be needing
the access for.
We uphold these strict guidelines
to ensure the security of our network. For more information
regarding SSH access, please open up a ticket at our
online Help Desk or by e-mailing us at support@hostgool.com.
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Do I have access to
my account's statistics? |
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We have several statistics
programs available for use in your account's Control Panel. |
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How anonymous are your reseller accounts? |
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We have set up all of our
reseller servers to use an anonymous hostname/domain name
(*.pass6.zidic.com) which will show in all e-mail headers
instead of (*.hostgool.com).
You can also brand your control
panel to your needs by uploading your own logo, creating
client news, default index page upon new account creation,
etc.
We also have branded name
servers that you may use or you can register your own
name servers and we will set them up on your account
free of charge!
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Can I make my own
cPanel theme or modify an existing one? |
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Sure, all you need to do is
open up a support ticket through our online Help Desk
or by e-mailing support@hostgool.com. |
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Can I oversell on
my web space and data transfer limits? |
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Overselling ability can be
added to your account for an additional fee. Please e-mail
sales@hostgool.com
for pricing and further information. |
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Can I resell your
reseller packages? |
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Our clients wishing to resell
our reseller packages will receive a 15% discount in the
normal purchase price. Reseller accounts purchased with
the discount must be resold and not used for your account's
purposes.
Resellers must provide support
to resold reseller accounts.
Resold reseller accounts
are branded in a way to keep hostgool.com invisible to
your clients. For more information regarding this, please
open a support ticket through our online Help Desk or
by e-mailing support@hostgool.com.
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Do you offer CPanel/WHM? |
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CPanel and WebHostManager
(WHM) can be ordered for your server for a low fee of
$20.95/month. |
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What operating systems
can I have on my server? |
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Currently, we only support
RedHat Linux servers. All new orders will be installed
with your choice of RedHat Linux 7.3, 8.0 or 9.0. |
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Do you offer managed
dedicated server order? |
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Yes, all of our dedicated
servers receive free managed service from hostgool.com.
We will keep your servers
up to date with patch releases and minor configuration
updates.
To activate your free managed
service, please open up a dedicated server ticket at
our online Help Desk or by e-mail at dedicated@hostgool.com.
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Will I have root access? |
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Yes, you will have complete
unrestricted access to your server including 'root' access. |
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What TLD's can I order? |
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We currently offer the following
TLD's: .com, .net, .org, .info, .biz, .us, .tv, .ws, .nu,
.bz, .cc, .ca, .co.uk, .org.uk, .name, .com.cn, .net.cn,
.org.cn, .tm, .cn, .com.mx and .kids.us. |
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How do I update my
name servers? |
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You can update your name servers
by visiting your current domain registrar and accessing
their control panel. Once inside, simply update your name
servers to that of the name servers provided by hostgool.com
in your welcome e-mail.
If you registered your domain
with hostgool.com, we have automatically updated your
name servers to point to your account on our servers.
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What is SiteStudio? |
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SiteStudio is an online website
creation tool that clients can purchase to help them create
a professional website in just a few easy minutes! After
you create your website with SiteStudio, you can manage
the pages you created through SiteStudio by visiting it's
control panel. |
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Can I administer files
not built in SiteStudio, through the SiteStudio interface? |
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No, unfortunately only sites
designed in SiteStudio can be edited through it. |
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How much does SiteStudio
cost? |
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There is a one time fee of
$9.95 to have SiteStudio enabled on your account. |
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