Customer Support Center |
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What
are the setup fees and monthly costs involved?
Web-Architect Com charges a one time setup fee
depending on the size and type of webhosting
package ordered. The full rate charts for
available hosting packages are shown on the Web
Hosting pages.
How do I set up my
email?
Web-Architect Com web hosting clients can set
up POP Accounts, Forwarders/Aliases, &
Auto-Responders in the Web Browser Control
Panel that comes with every Web-Architect Com
web hosting package. This can be done by
yourself, and without any assistance from the Web-Architect Com
staff.
How do I upload my
files?
All Web-Architect Com web hosting packages
allow the usage of FTP, Telnet, SSH, File
Manager, MS FrontPage™, and other web
development publishing programs, to upload
files to your website.
Is there a trial period
or money-back guarantee?
Web-Architect Com offers a full 15 day money
back guarantee. No questions asked. If you are
not happy for any reason, cancel your Web-Architect Com
service within 15 days of signup and your full
setup fee and monthly costs will be refunded.
The only exception to a refund, is if you
violate Web-Architect Com Terms of Service(TOS).
Violations of the TOS usually are due to
spamming, hacking, and illegal content. Your
account can be cancelled ONLY by submitting
secure service cancellation
from. Other methods of cancellation
are not valid.
How fast are websites
set up?
Web-Architect Com strives for a setup time of
no more than 60 minutes per order. If an order
is placed during normal business day hours,
orders may be processed in only a few minutes.
Does my website get a
control panel?
Yes. Every Web-Architect Com web hosting
package comes with a web browser based control
panel. The control panel includes many
features including; email configurations, chat
rooms, mailing lists, pre-installed cgi
scripts, databases, chat rooms, and much, much,
more... The Windows NT™ account control panels
run on a Red Hat™ Linux backend, and feature
email based features only.
How am I billed?
Web-Architect Com invoices you via email. You
can request a monthly statement via email as
well, at any time. Hard copy invoices can be
mailed for those resellers that request such.
You will receive an invoice for each
service/account order every month on the same
day the service was ordered (if it is a
monthly sevice). Special arrangements can be
made for custom billing requirements. Web-Architect Com
accepts Visa, Mastercard, American Express,
Discover, Bank Wire Transfers, Western Union,
Company Checks, Personal Checks, Money Orders,
Electronic Checks, and Cash. You can opt to
not have your credit card charged every month,
until you specifically submit a payment form
each month.
How much assistance do
you provide for my website?
Web-Architect Com will assist you with all
support for services provided directly thru Web-Architect Com.
Web-Architect Com 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. Web-Architect Com
is not responsible for teaching you how to use
another company's products. Example: Web-Architect Com
will assist you with the settings for using MS
Frontpage™, but we will not teach you how to
actually use the product itself. You need to
contact the software maker in such a
situation, who provides tech support for how
to use their product. Web-Architect Com cannot
even attempt to support all the thousands of
software products on the market. Web-Architect Com
will attempt to provide some tech support for
the most popular programs our clients use. Web-Architect Com
is 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. Web-Architect Com will
provide support for any program or cgi script
that we provide pre-installed with your web
hosting package. Web-Architect Com is not
responsible for designing, nor developing,
your website, including html and/or images. Web-Architect Com
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 the responsibility of Web-Architect Com
What if the hardware
fails?
Web-Architect Com stocks replacement parts for
all servers. Web-Architect Com is always
building new servers for our shared hosting
clients, as well as our dedicated server
clients, so a full inventory of parts is
maintained. Hardware failures are uncommon,
but they do happen, and are a part of the
hosting business. Web-Architect Com repairs
all failed hardware promptly, to minimize any
downtime caused by such.
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
our website. Web-Architect Com 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.
What is Cpanel™?
CPanel™ is the brand name of the web browser
control panel software that Web-Architect Com
utilizes on its web hosting packages.
What happens if I
decide to leave Web-Architect Com
You are free to leave at any time.
Is there a discount if
I pre-pay for several months in advance?
Web-Architect Com offers 2 months free for all
yearly advanced payments. Pay for 10 months of
service, and receive 2 months free.
Does my website have
their own IP number or is it shared?
This depends on the type of hosting packages
you order. Traditionally all Web-Architect Com
hosting packages come with a dedicated IP
address. Web-Architect Com dedicated servers
have the ability to utilize IP based, or
IPless, virtual hosting configurations.
What type of support
do you offer? Average Response Time?
Web-Architect Com offers support to our
clients 24/7/365 via web based ticket
system, email, IC. A pager number is also
available for dedicated server clientele. We
strive for response times of no more than a
few hours. Response times of just a few
minutes are quite common during normal
business hours. Web-Architect Com has recently
implemented a web based support ticket system,
which integrates all incoming support email
into it. The ticket system tracks support
inquires by "time waiting" for
reponse from the support dept. The Web-Architect Com
administration carefully monitors that the Web-Architect Com
support staff maintains a fast response time,
with courteous and helpful service.
What are the hardware
specs of the servers?
Every server at Web-Architect Com has
different specifications. Whenever a server
reaches what we feel to be the limit, another
server is built. Web-Architect Com is
constantly upgrading the server hardware on
our network. If more drive space, memory, or
faster processors are needed, they are added
in at that time. The average shared server is
a dual processor system, with 512-4048MB RAM,
and 160mbps SCSI hard drive(s). Windows NT™
shared servers traditionally also run RAID
configurations. All Web-Architect Com servers
run spare hard drives for backup requirements.
Can I have adult
content on my website?
Yes, you can have adult content on your
websites.
May I view your Terms
Of Service?
The Web-Architect Com terms of service (TOS),
including policy and service guidelines, are
available online at:
http://www.web-architect.net/serviceTerm.html.
Do you support
International domain names and clients?
Web-Architect Com can host all international
domains on its servers. Web-Architect Com can
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). This must
be pointed to nameservers on the Web-Architect Com
network as assigned, or you can use other
nameservers and route the domain name to the
IP address you are assigned. Web-Architect Com
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. Web-Architect Com
will assist you however, with any technical
information need to accomplish this.
How do I transfer my
domain name?
Web-Architect Com will attempt to file the
necessary electronic forms for your domain
name transfer with InterNIC. If Web-Architect Com
is unable to file such with your specific
domain name registrar, Web-Architect Com will
send you instructions on how to do such
yourself, including all necessary technical
details. Clients may opt to not have Web-Architect Com
handle the domain name transfer, or to delay
doing such, as an option on the web hosting
order form required for signup.
What if my site breaks
your "acceptable usage policy"
rules?
Users' sites 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 Web-Architect Com
takes any action on your account.
What if I want to
upgrade my website?
You may upgrade or downgrade your Web-Architect Com
web hosting package at any time. 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 account package that
you select. Transfers between operating
systems (ie..Linux to Windows NT™) will
require a setup fee to be paid.
How is my website
monitored?
Web-Architect Com maintains internal and
external monitoring systems for every server
in the Web-Architect Com Data Center. The
servers are checked every 5 minutes via
network monitoring software. Web-Architect Com
monitors uptime as well as individual features
and services running on each server. Web-Architect Com
staff is notified via alarms, email, screen
popups, and paging, if a problem occurs.
What is the uptime?
Web-Architect Com strives to maintain 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...UUnet™ 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 Web-Architect Com
fails to meet it's 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. Web-Architect Com does not
credit a full month's service if we only have
99.4% uptime. This would not be financially
healthy for Web-Architect Com, and in turn
would only negatively affect the service level
Web-Architect Com provides to you.
"Partial refunds for partial
downtime" is our standard policy.
Do you have a Service
Level Agreement (SLA)?
The Web-Architect Com terms of service (TOS),
including policy and service guidelines, are
available online at: http://www.web-architect.net/serviceTerm.html.
What is your
connectivity to the Internet?
The Network Operations Center is connected via
a fiber connection to our backbone provider. Web-Architect Com
utilizes a DS3, running at 45mbps thru Sprint™.
A 2nd DS3, thru AT&T™, Broadwing™,
Cable & Wireless™, or Global Crossing™,
is being planned for installation in May/June
2001, for redundancy. A third DS3, or an OC3,
is being planned before the end of 2001. After
this, Web-Architect Com will then be peering
(sharing capacity) with major backbones, to
exchange connectivity. The connection will run
BGP4 (border gateway routing protocol) &
SONET to maintain the speed and uptime. If one
backbone line goes down, it will balance the
load to the others. If one line gets
congested, it will load balance the traffic.
SONET technology is a high capacity, 100%
fiber optic network deployed in a ring
topology with a working, or "hot,"
path carrying data in one direction and a
standby, or protect, path transmitting in the
opposite direction around the ring. In the
event of a fiber cut or service degradation,
SONET equipment at the edge of each failing
fiber segment isolates the failure and uses
both working and standby fibers to create a
new temporary ring. All of this happens within
50 milliseconds.
Do you have battery
backups and generators?
Our Network Operations Center is backed up and
protected by UPS (Uninterruptible Power
Supply) systems. In a very rare case of
utility outages, our auto-start generators
start automatically, taking over for the UPS
system and supplying all necessary power for
our Network Operations Center. APC™, Tripp-Lite™,
& Liebert™ UPS Systems provide the power
backups, along with Kohler™ generator
systems.
What kind of security
does the Web-Architect Com Data Center have?
The Web-Architect Com 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 from
the Web-Architect Com Sales/Support office.
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.
Armed guards are planned for the future, but
not a necessity at this junction.
What about software
upgrades?
Web-Architect Com handles all software
upgrades/patches on the shared hosting
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, Web-Architect Com
immediately upgrades our systems. Microsoft™
regularly release patches for the Windows™
based systems, and Web-Architect Com
auto-updates the Linux systems every night
from security patch websites. As new software
is released, including new versions of
operating systems, Web-Architect Com evaluates
the new software. If the software's new
version does not have any security issues, or
bug problems, the upgrade is implemented.
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... Web-Architect Com
does not host such websites. If such material
is found on a Web-Architect Com 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
thru valid user accounts. We recommend you use
complicated passwords for your account. Web-Architect Com
strictly reviews all orders for new clients,
to make sure they are legitimate.
Unfortunately, some fake orders do get thru
the system, and that is one way a hacker can
gain initial access. Web-Architect Com runs
security checks on the servers daily, so even
if a hacker does 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 Web-Architect Com Data Center, measures
are in place to cut off such floods and
attacks automatically at the backbone level
and the router level. Web-Architect Com also
uses firewall technology to fend off most
common methods of flooding and attacks to the
network.
How is extra bandwidth
billed?
Web-Architect Com maintains software on every
server and on the 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. Usually between the 3rd
and 5th of the month you will receive your
bandwidth overage billing, if applicable, for
the preceding month's usage.
What is included in my
website package?
Web-Architect Com provides full hardware,
software, support, and system administration
for your Web-Architect Com shared hosting
solution. The software provided includes the
operating system, ftp & email software,
web server software, and a control panel. Web-Architect Com
even includes free e-commerce shopping cart
software. Everything you need to conduct
business on the Internet, or maintain a
personal website, is included in your Web-Architect Com
hosting solution. Web-Architect Com will
provide basic support on services/software
that we provide you with your account. Web-Architect Com
does not develop your website for you, nor
provide tech support on how to use software
products that we do not provide to your
directly...even if we do support them. We are
always more than willing to help you if we can
though with external issues, time
permitting...
How many sites are
currently running on per server?
Web-Architect Com does not have a set quantity
of domains running on each machine. We find
that ten domains can utilize more resources
than 200 others. Web-Architect Com monitors
each server's performance levels and attempts
to maintain a low server load average and high cpu availability. As needed, Web-Architect Com
will upgrade the hardware, to increase server
performance. Individual domains that become to
much for the server to handle, and utilize too
much server resources, are moved to servers
set up specifically for such resource
intensive accounts. The only acception to
this, are the "Supreme" hosting
packages, which guarantee a maximum of 50
sites per machine.
Can I host more than
one domain name per account?
Web-Architect Com charges additional fees for
every extra domain name you point to your
account. For a domain name that is parked on
top of your main domain name, the cost is a
$15 one time setup fee. You may use an
index.cgi script, to redirect from that domain
name to a sub-directory at no additional
charge. Web-Architect Com charges a $15 setup
fee and $3/mo, for every additional domain
name parked to a sub-directory. Each
additional domain name parked on top, or to a
sub-directory, receives one catch-all email
POP account or forwarder for all mail to that
domain name. Parked domain names do not
receive a control panel of their own. Web-Architect Com
usually recommends the very inexpensive
"Small" accounts ($4.95 monthly)
instead, due to the fact that they come with
their own control panel functionality.
Why should I choose Web-Architect Com
as my webhost?
Simple. Web-Architect Com maintains one of the
most feature rich hosting packages on the
market, so advanced that many hosting
companies cannot compete. Web-Architect Com
was one of the first hosting companies in the
industry to offer technical support via ICQ
& AOL Instant Messanger, as well as to
offer high bandwidth packages (20GB+ per
month) to the general public. Web-Architect Com
offers Cpanel™ & WebHostManager™ on
it's packages, the premier software in the
business. Web-Architect Com offers a 15 day
full money back guarantee for new clients that
sign up...so you really cannot loose by
selecting Web-Architect Com. Web-Architect Com
has won several awards for providing some of
the most complete hosting packages and support
levels available.
How do I get started?
Simple! Just fill out one form....the Secure
New Account Order form! You will receive
details shortly afterwards about how to
proceed with your new Web-Architect Com Web
Hosting Account
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