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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
Do you accept international customers?
How long after ordering will my account be setup?
How is customer support handled?
What is the process for upgrading my account?
Will you help me move from my previous web host?
Do you offer custom hosting plans?
Do you allow websites with an adult content?
How many accounts do you put on a server?
How often do you back up files on the server?
Do you offer a free trial?
Do you provide support via instant messenger programs?
What happens if I reach my bandwidth limit?
Can I get a refund if I am not satisfied?
Is SSH access enabled on my account?
Do I have access to my account's statistics?
Shared Hosting
Can I upgrade a Linux package to a Windows package and vice versa?
Can I get an account with more resources than the maximum package?

Reseller Hosting

How anonymous are your reseller accounts?
Can I make my own CPanel theme or modify an existing one?
Can I oversell on my web space and data transfer limits?
Can I resell your reseller packages?
 

Dedicated Hosting

Do you offer CPanel/WHM?
What operating systems can I have on my server?
Do you offer managed dedicated servers?
Will I have root access?
 

Domain Registration/Information

What TLD's can I register?
Is there an online control panel to administer domains?
How do I transfer my domain to  hostgool.com?
How do I update my name servers?
 

SiteStudio - Online Site Builder

What is SiteStudio?
I am a reseller, can my resold clients use SiteStudio?
Can I administer files not built in SiteStudio, through the SiteStudio interface?
How much does SiteStudio cost?

Answers

Do you accept international customers?
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.
How long after ordering will my account be setup?
As soon your payment is received and approved, your account will automatically be setup and your access information e-mailed to you.
How is customer support handled?
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.
What is the process of upgrading my account?
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).
Will you help me move from my previous host?
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.

Do you offer custom hosting plans?
We do offer custom hosting plans.
Do you allow websites with adult content?
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
How many accounts do you put on a server?
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.

How often to you back up files on the server?
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.

Do you offer a free trial?
Because we have a 30 day money back guarantee, we do not offer a free trial account. 
Do you provide support via instant messenger programs?
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!
What happens if I reach my bandwidth limit?
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.

What happens if I reach my bandwidth / data transfer limit?
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.

Can I get a refund if I am not satisfied?
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.

Is SSH access enabled on my account?
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

Do I have access to my account's statistics?
We have several statistics programs available for use in your account's Control Panel.
Can I upgrade a Linux package to a Windows package and vice versa?
Yes, to upgrade your account between hosting platforms, simply open up a ticket at our online Help Desk or by e-mailing support@hostgool.com. Please be sure to include which plan you would like to upgrade to, your username and password (for verification).

Your account will be forwarded to billing before being upgraded for processing if any charges need to be added, once approved by billing, your account will be upgraded and new access information will be sent.

Your old account will remain on the servers for 3 days to give you time to download your backup off of the server.

Can I get an account with more resources than the maximum package?
Yes, to make arrangements for this, please open up a billing ticket at our online Help Desk or by e-mailing billing@hostgool.com
How anonymous are your reseller accounts?
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!

Can I make my own cPanel theme or modify an existing one?
Sure, all you need to do is open up a support ticket through our online Help Desk or by e-mailing support@hostgool.com
Can I oversell on my web space and data transfer limits?
Overselling ability can be added to your account for an additional fee. Please e-mail sales@hostgool.com for pricing and further information.
Can I resell your reseller packages?
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

Do you offer CPanel/WHM?
CPanel and WebHostManager (WHM) can be ordered for your server for a low fee of $20.95/month. 
What operating systems can I have on my server?
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. 
Do you offer managed dedicated server order?
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.  

Will I have root access?
Yes, you will have complete unrestricted access to your server including 'root' access. 
What TLD's can I order?
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. 
How do I update my name servers?
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. 

 
What is SiteStudio?
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. 
Can I administer files not built in SiteStudio, through the SiteStudio interface? 
No, unfortunately only sites designed in SiteStudio can be edited through it. 
How much does SiteStudio cost?
There is a one time fee of $9.95 to have SiteStudio enabled on your account. 
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