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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 PayPal 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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Once your payment has been verified and you pass a fraud check,
we will activate your account. This normally takes 1-2 hours,
but we guarantee a 24 hour turn around. |
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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.
Support is also available on our Public Forums where you can
interact with our clients and support staff to resolve your
issue. You can also search the thousands of posts on our forums
to see if your question has already been asked and answered
by another client. If your inquiry could be of use to other
clients, we encourage you to post your inquiry on our forums.
You can view our forums at http://forums.madrooster.com.
In addition to the ticket system and forums, we have a wide
variety of resources available at /support.php including
Documentation, Video Tutorials, Frequently Asked Questions
and more. |
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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. 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. 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 madrooster.com account, unfortunately madrooster.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 madrooster.com CPanel. |
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Do you offer custom hosting plans? |
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We do not offer custom hosting plans. Only the plans listed
on madrooster.com are available for purchase. |
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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 create
a helpdesk ticket at our
helpdesk. |
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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. MadRooster.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 $60/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
MSN and AIM 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 madrooster.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. |
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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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