How is my service monitored?
Internal and external monitoring systems are implemented for every server in the Data Center. The servers are checked every 5 minutes via network monitoring software. Uptime as well as individual features and services running on each server are being monitored. Staff is notified via alarms, email, screen popups, and paging, if a problem occurs.
What is the uptime?
We strive to provide a 99.5% network and server uptime service level. This uptime percentage is a monthly figure, and does not include any scheduled hardware/software upgrades, nor “Acts of God”. Our definition of “Act of God” includes; fire, flood, tornado, earthquake, telco fiber issues (ie…Verizon™ cutting a fiber line somewhere), backbone peering point issues (ie…Sprint™ having a router go down in Virginia that wipes out internet service for the entire East Coast), hard drive failure (faulty hardware is rare, but cannot be predicted nor avoided), as well as network floods, hacks, and attacks. If we fail to meet our 99.5% uptime guarantee, and it is not due to one of the above reasons, partial downtime credits will be made available to each client, upon request, on a case by case basis. We do not credit a full month’s service if we only have 99.4% uptime. This would not be financially healthy for the company, and in turn would only negatively affect the service level we provides to you. “Partial refunds for partial downtime” is our standard policy. Please see our “Service Level Agreement“, for a detailed explanation of our SLA.
Do you have battery backups and generators?
The Network Operations Center is backed up and protected by UPS (Uninterruptible Power Supply) systems. In a very rare case of utility outages, auto-start generators start automatically, taking over for the UPS system and supplying all necessary power for the Network Operations Center. Information on the facility can be found on our Network Infrastructure page.
What kind of security does the Data Center have?
The Data Center in Scranton, PA, USA is a high security facility. Double metal security doors, with interior gating, protect the main entrance to the facility. The windows-less facility has advanced security, fire, temperature, and flood alarms, directly piped into the Security Monitoring Company via phone, cellular, and internet connections. A Scranton Police Station is less than two blocks away, and a Fire Station less than six blocks. A 16-camera digital video system monitors the interior and exterior of the Data Center. This video system is monitored internally at the facility and externally. The video data is recorded live both on and off site, and stored for several months ahead. Visitors cannot gain access into the faclity without employee escort. The physical servers and equipment area is secured from the visitor’s area by huge metal doors, as well as metal sheeting and bulletproof glass walls.
What is your connectivity to the Internet?
The network is connected via 10-Gigabit Ethernet & 2.5Gbps Wavelength handoff(s) on redundant/dual-path OC48/OC192 DWDM fiber-optic transport connections to XO™ Communications and Zayo™ Bandwidth. Verizon™ (Formerly Bell Atlantic PA) and Frontier™ Communications (Formerly Commonweath Telephone – CTSI), fiber is also available in the facility. The network currently connects WooServers POPs (Points of Presence) in Scranton, Philadelphia, & NYC. Transit is provided via multiple 10-Gigabit/Gigabit Ethernet transit circuits from Global Crossing™ (http://www.gblx.com), Cogent™ Communications (http://www.cogentco.com), BTN™/PCCW™ (http://www.btnaccess.com), XO™ Communications (http://www.xo.com), Hurricane Electric™ (http://www.he.net), & Deutsche Telekom™ (http://www.deutschetelekom-icss.com). For redundancy, BGP4 (border gateway routing protocol) is currently being run to maintain the speed and uptime. If one backbone line goes down, it will balance the load to the other(s). If one line gets congested, it will load balance the traffic.
Where can I find your “Terms of Service”?
Please read the Terms of Service (TOS) / Acceptable Use Policy (AUP) here.
What if my site breaks your “Acceptable Use Policy” rules?
Users’ sites/service may be suspended for violations of policy, or if extreme, or second time offenders, sites may be cancelled. Each occurance is dealt with on a case by case basis, and we try to work things out with every client. Notifications will be sent, if we decide to take any action on your account.
Do you have a Service Level Agreement (SLA)?
Service Level Agreement (SLA) for our service, is available online at: Service Level Agreement.
Are there any hidden costs?
No. All costs are stated plainly on our website. We do not hide fees in fineprint, or in our terms of service pages. The only costs that are commonly found to occur beyond your expected flat monthly rates per service, are those due to increased disk space or bandwidth usage. Pricing for such is plainly stated on the WooServers™ website. We very often will allow you to upgrade your packages to the next size up, should you see an increase in disk space levels or bandwidth usage for the current month, and not want to pay for such additional usage. Disk space usage and availablility, as well as estimated bandwidth usage, is available to you in the majority of the control panel versions included with the hosting packages.
How is extra bandwidth billed?
Software is maintained on most servers and on all switches to monitor individual website usage and server-wide usage. Bandwidth is billed per Gigabyte (GB) over your monthly allocation, rounded up to the nearest Gigabyte. Allocations are currently calculated based on the 50/50=100 calculation method. For example, a 2000GB allocation would allow 1000GB of inbound (downstream) AND 1000GB of outbound (upstream) bandwidth. This calculation method is subject to change with 30 days notice to clients. Utilization is based upon MRTG stats taken directly from the managed switch port a server is plugged into. Usually between the 3rd and 5th of the month you will receive your bandwidth overage billing, if applicable, for the preceding month’s usage. If bandwidth overage billing occurs more than 30 days past the end of the period being billed for, client is permitted the same amount of time to pay the bill.
How am I billed?
You will receive your invoices via email. You can request a statement via email as well, at any time. A secure web interface is provided for online viewing of your account invoices/statements. Hard copy statements can be mailed per occassion for those clients that request such. You will receive an invoice for each new service/account order shortly after such service is activated. Your initial service/account order invoice date will be your regular monthly billing date. All further service/accounts ordered will be pro-rated to that date, and then be billed regularly on that date every month (…if it is a monthly service). Special arrangements can be made for custom billing requirements.
IMPORTANT: bills are generated in advance for all services, usually 2 weeks prior to the service renewal date. Therefore, you may receive an invoice for new service, and a monthly renewal invoice only a few days later. Please note payment is not due until the date of renewal. Early payment is encouraged though so that you do not forget to pay for your service on the due date and don’t get your service terminated within 24 hours because of this. If a client cancels a service prior to renewal date, advance charges for that service will be promptly refunded.
How much assistance do you provide for my website?
We will assist you with all support for services provided directly through the WooServers™ web-site. We will help you with basic settings for your email software and ftp client, as well as assist you with using the web browser control panel. We are not responsible for teaching you how to use another company’s products. You need to contact the software maker in such a situation, who provides tech support for how to use their product. We will attempt to provide some tech support for the most popular programs our clients use. We are not responsible for assisting with your own programs and cgi scripts. If you choose to install your own programs and cgi scripts on your site, you are responsible fully for installing them. We will provide support for any program or cgi script that we provide pre-installed with your package. We are not responsible for designing, nor developing, your website, including HTML and/or images. We will attempt to give a quick look at your design/development problem, and offer a suggestion if it is a small issue. Anything complicated relating to design/development is not our responsibility.
How fast are service orders set up?
Our average turn around time is 24-72 hours for dedicated servers and 1-12 hours for Windows VPSes (business days only), however, some orders are delivered the same day or even within just a few hours. Order delivery is dependent upon the exact service ordered, specifications of the order, day and time of order, and current hardware stock (…if applicable). Custom specifications usually take longer to fulfill than standard configurations. Linux VPSes are delivered instantly.
What type of support do you offer? Average Response Time?
We offer WooServers™ clientele support 24/7/365 via email, web based ticket system, and instant messagers like Skype, AIM and others. We strive for response times of 10-15 minutes to all Technical Support tickets. We have a web based support ticket system in place, which integrates all incoming support email into it. The ticket system tracks support inquires by “time waiting” for reponse from the support dept. Our administration carefully monitors that the support staff maintains a fast response time, with courteous and helpful service.
Is there a discount if I pre-pay for several months in advance?
We do not currently offer advance payment discounts on most of the WooServers™ product line. There are yearly payment discounts on some of package offers. Please check the ordering form to find out about the annlual discount.
What about software upgrades?
We handle all software upgrades/patches on all servers. We fully follow all trends in the industry, and monitor all support/bug announcement groups. If a new bug or security vulnerability is found, We immediately upgrade our systems. The Linux systems are auto-updated every night from security patch websites. As new software is released, including new versions of operating systems, we evaluate the new software. If the software’s new version does not have any security issues, or bug problems, the upgrade is implemented.
Does my service have its own IP number(s) or is it shared?
Traditionally all WooServers hosting packages come with a dedicated IP address. Charges may apply to purchase additional IPs for usage beyond your initial service allocation.
What if the hardware fails?
Replacement parts for all servers are easily available. A full inventory of parts is maintained. Hardware failures are uncommon, but they do happen, and are a part of the hosting business. All failed hardware will be repaired promptly, to minimize any downtime caused by such. Hardware on dedicated machines will be replaced at no cost to the clientele. For details on such issues, please review the documents in our policy and service guidelines section.
What are the setup fees and monthly costs involved?
There are many different services offered in the WooServers™ product line, and several packages available within each service. Please check the pages of this website for pricing details on each specific service and package.
What are the hardware specs of the servers?
Every server at the WooServers™ web-site has different specifications. We are constantly upgrading the server hardware. If more drive space, memory, or faster processors are needed, they are added in at that time. Dedicated servers are built to ordering specification.
How many domains can I host on my server?
We do not put a numerical limit on the quantity of websites/clients you can host on your WooServers™ dedicated server. Such numbers are only limited by the amount of bandwidth you utilize and the hardware specifications of your server. You can host hundreds of small websites on your server, or just a single large site, that is strictly up to you. We do advise never putting more than 1000 virtual hosts on a single server, due to limitations within the operating systems and web server software.
Do you support International domain names and clients?
We can host all international domains on its servers and accept foreign clientele. Just please be advised that all correspondance must be conducted in English. The client is responsible for handling the registration process of foreign domain name(s). We cannot handle the foreign domain registration process for you, due to the fact that we do not speak all of the potential foreign languages that may be involved. We will assist you however, with any technical information needed to accomplish this.
What happens if I decide to leave WooServers™?
Generally, our services are provided on a month to month basis, without any required term contract. Some special offers or custom quoted solutions, may have required contract terms and/or signed contract requirements. All advance payments, for unused service periods, will be refunded should you decide to leave–if they were not part of a required term contract. We do not prorate current service periods, for cancellations occuring mid-service period. If you wish to cancel service, you MUST fill out the Service/Feature Cancellation Form in the Client’s Area. Not using the service, or moving your service elsewhere, is NOT a valid method of cancellation–nor are we even aware if such occurs.
What if the server my website is on gets hacked or attacked?
Individually hacked websites are rare. If such occurs, usually they are a target for a reason; hate sites, pirated software, etc… We do not host such websites. If such materal is found on our server, it is deleted immediately and the user’s account cancelled. Usually the target is the whole server itself. Hackers usually go after a server just to say that “they did”, or to use the server to bounce off of to hack something more important. Rarely are any users’ files on the server damaged, erased, or modified. For this reason, once a hacker is detected, a server can usually be cleaned up and the hacker locked back out within a matter of hours. At that time the server is restored to full security levels, as if the hack has never occurred. Most hackers get into a system through valid user accounts. We recommend you use complicated passwords for your WooServers™ account. We strictly review all orders for new clients, to make sure they are legitimate. Unfortunately, some fake orders do get through the system, and that is one way a hacker can gain initial access. Security checks are performed on the servers daily, so even if hackers do get in, they are found and dealt with quickly. Most hackers are not malicious, they are just playing or testing their abilities. If an individual attacks the whole Data Center, measures are in place to cut off such floods and attacks automatically at the backbone level and the router level. Firewall technology is also used to fend off most common methods of flooding and attacks to the network.
What if I want to upgrade my service?
You may upgrade or downgrade your WooServers™ plan at any time, if you are on a month to month default agreement. You will be required to pay the difference in the setup fee for your current plan, and the plan you are upgrading to, should you decide to choose a larger plan. You will then pay the new monthly fee for the new service plan that you select. Changing dedicated server plans may require system administration fees and/or hardware modifications. Important: Sale offers are not subject to upgrades and are designed for new customers only. Existing customers can freely upgrade the standard packages.
Do you charge extra for OS reinstallation on dedicated servers?
In most cases OS reloads will be free. Free automatic reloads are available for CentOS, Debian, Ubuntu and Fedora. If you have a different OS on your dedicated server and wish it to be reloaded, you will have to pay a $25 reinstallation fee. This fee covers manual work required to reload the OS. This does not apply to VPSes where any applicable OS reinstallation can be performed automatically via vePortal as many times as you like.
Is there a trial period or money-back guarantee?
No, our services do not come with a trial period or money back guarantee. The reason for this is that if we were to offer such a refund policy, we feel too many individuals will utilize a full month’s service and cancel to avoid the bill. Also, due to the sheer amount of orders WooServers™ generates, we feel our time would be best spent building servers and providing support for legitimate, long-term clients only. A trial period or money-back guarantee is just not practical due to the amount of time our staff spends on each order/client. The only exceptions to this would be if we specifically advertise a sale with such, or add such a clause to a custom quote or contract or if you are a consumer from European Economic Area (i.e. individual buying for yourself rather than for a business). As a consumer you will be entitled to a full refund with no penalty if you cancel the service (in the manner specified above) within seven days of your contract with us, or seven days of receipt of the service (whichever is the longer).
How do I get started?
Simple! Just fill out the secure online form for the service you wish to order! You will receive details shortly afterwards about how to proceed with your new WooServers service plan!