Should you encounter problems with your site, where you do not have a support plan, please do not e-mail or telephone, you should first of all checkout troubleshooting tips on the free support forums here and if there are notifications of similar problems from other customers, you will see these - this of course avoids any unnecessary repeat communications.
If troubleshooting does not resolve your issue, you should post the issue on the relevant forum, giving as much detail as possible - ie. what you were doing/trying to do, what error message you saw, include a screenshot where possible. We will respond via. the topic if it is a problem that appears to be affecting all sites, we will investigate and report back via. the forum.
If you have a support plan in place, by all means check the forums for known issues, and of course the recommended troubleshooting tips before telephoning. You can of course e-mail or use live support/leave a message - see bottom right.
For new website customers, the first 12 months hosting of your site may have been included free of charge.
Thereafter currently €65 + IVA per year (+ where appropriate €20 + IVA for your domain name) but this may be subject to variation.
On renewal, a backup of your site will also be carried out (even for those without support plans) and any updates that are available will also be installed, along with some limited testing of your site.
We use a shared hosting service which allows us to keep the price low, for the most part, the service works well. We have taken steps to harden client websites from denial of service attacks or other hacking activity, however from time to time we may experience short periods of downtime. The hosting service allocates us finite resources in terms of input and output and memory usage, there are various factors that can contribute to temporary unavailability such as constantly refreshing/reloading a page to see the tiniest of changes, this is not advisable and we ask all our budget hosting clients to consider this, or possibly hacking activity as previously mentioned. In fact an issue could be unrelated to the hosting plan such as problems with your own Internet service provider, or other Internet problems. To minimise resource usage, which also results in a faster site, where possible your site will also be routed through a service called CloudFlare which is designed to reduce the load on the server by serving up cached content from a distributed network which reduces traffic to the main site server.
If you would prefer better server response with larger resource limits, and less likelihood of potential downtime your website can be moved to its own hosting account (still on a shared server but no other websites on this hosting plan). This of course is more expensive, at around 3 times the cost of the budget hosting + IVA per year, we can arrange this for you and can quote you a total price including arrangement. annual management and transfer fee + IVA. This will need to be paid in advance. Longer terms are possible such as 24 months or 36 months which will bring the cost down. If you are still in your free hosting time, we regret we cannot discount on your own hosting plan. It is unlikely that you would encounter periodic downtime to the same degree as on budget hosting, but not impossible - if this were to happen, with a site support plan we would endeavour to pinpoint which aspect of your site may be causing the problem - this simply is not possible on budget hosting.
You may, at your option, if you wish, to source/arrange your own hosting. As our sites are provided at excellent value for money prices, and if you are still in your free 12 months hosting period, a release fee of €65 + IVA is payable.
If you have paid for a renewal, no pro-rata refunds will be given.
As you are moving your site away from us, where the template or other non-free plugins/components for your site were included whilst hosting with us will need to be licensed to you. In such cases you will need to pay the license fee for these items directly to the vendors (we will direct you to the suppliers site, provide proof that you have paid for the license). A backup of your site will be provided and written instructions on how to install on your new hosting will be given. Optionally you can have us perform the transfer at our hourly rate.
Your relationship as far as hosting is concerned (and possibly domain name) will be with your new supplier unless you take out a site support plan and give us the relevant login details for your new provider (where appropriate).
If this is the route you wish to take please e-mail us asking for a quotation on transfer costs.
Last Edit: 8 months 4 days ago by All Tech Plus. Reason: Amendments