Frequently Asked Sales Questions

These are quick answers to our most common questions. If you cannot find what you are looking for below, please Contact Us with your exact questions.

General


  • What method of payment do you accept?

  • Are your prices in Canadian or US Dollars?

  • What is the sign-up process?

  • Do you offer 24/7 technical support?

  • Do you offer a money back guarantee?

  • Does your staff work 24/7?


    Hosting


  • What kind of servers are you using?

  • Do you support Microsoft FrontPage Extensions?

  • Do you support Active Server Pages (ASP) or Cold Fusion?

  • Do you host international domain names?

  • Do you provide domain name parking?

  • Do you allow adult material?

  • Are there any setup fees?

  • Will you place advertisements on my site?

  • Can I access my site with and without the www?

  • Can I register a domain name only?

  • How long does it take for my account to be active

  • Do your servers run UNIX or Windows?

  • Do you provide shell access?

  • What kind of technical support do you provide?

  • What do you consider excessive resource use?


    Colocation


  • Do you need to escort me into my Colocation space?

  • Is the facility monitored?

  • How long does your generator last?

  • Do you offer DC power?

  • Can I request A & B power feeds?

  • How do you hand power off to me?

  • Can i have a private Suite or Cage?

  • Do you provide the cabinets?

  • Is there a maximum amount of power per rack?

  • Can I tour your facility?


    Dedicated Servers


  • I'm new to Dedicated Servers, what exactly are they?

  • Are these servers managed?

  • How do I access my server?

  • How long does it take to provision my order?

  • Can I ship you a Hard Disk or CD with my data?

  • Do you offer Remote Reboot?

  • What happens if my server fails?





    General


    What form of payment do you accept?
    Visit our Methods Of Payment page to see which are the most current methods of payment.



    Are your prices in Canadian or US Dollars?
    Visit our Method Of Payment page to determine the latest currency utilized on HostMDS.



    What is the sign-up process?
    All orders are processed online through this website. After you complete your order, HostMDS will send you a welcome e-mail with the appropriate account information for you to log in and start using our services. You will have full access to create additional services at this time.

    Hosting Accounts are usually provisioned within minutes after the order has been placed, unless there is a payment issue.

    All other services are usually provisioned within 24 hours.



    Do you offer 24/7 technical support?
    Yes! HostMDS operates a 24/7 support center. As a part of our 100% Satisfaction Guarantee, we provide full 24/7/365 technical support via our trouble ticket system. Our average ticket response time is under 30 minutes.



    Do you offer a money back guarantee?
    Absolutely! This is another part of our continued strategy for customer satisfaction. If you are unhappy with our service for any reason, we offer an 100% Satisfaction Guarantee. With this, you have nothing to lose! We know you won't be disappointed, so what are you waiting for!



    Does your staff working 24/7 ?
    In order to provide the 24/7 support, we have staff working around the globe to help us provide you with the best support service available in the industry. You will not be disappointed.




    Hosting


    What kind of servers are you using?
    Depending on the type of service you have selected. For Shared Hosting clients, our servers range from Dual processor servers and above. We ensure that at no time, any of our shared server environment is over sold.



    Do you support Microsoft FrontPage Extensions? Dreamweaver?
    Yes. All of our Hosting Services support Microsoft FrontPage Extensions. This is included when you purchase a hosting account with us, free of charge. We fully support all versions of Microsoft FrontPage (98, 2000, 2002, 2003).

    Dreamweaver and other web builders are also supported.



    Do you support Active Server Pages (ASP) or Cold Fusion?
    Not on our Hosting Servers. You can utilize ASP or Coldfusion on our Dedicated or Managed servers.



    Do you host international domain names?
    Yes, we provide hosting services for international domains. It is your responsibility to contact the registrar of your domain name and have them point your domain name to our nameservers. Once the domain has fully propagated, your site will work just fine.



    Do you provide domain name parking?
    Yes, we can park unlimited domain names to any account that you host with us for FREE. There are no additional monthly fees associated with this service, in the exception of the actual domain registration costs.



    Do you allow adult material?
    We do allow adult content, however, some restrictions may apply. Please read our Terms Of Service and Acceptable Use Policy to learn more about these restrictions.



    Are there any setup fees?
    All of our Hosting products have NO SETUP Fee's.



    Will you place advertisements on my site?
    Absolutely not. You pay for the space, that's how we make our money.



    Can I access my site with and without the www?
    Yes. you will be able to access your domain name with or without the "www.". For example, http://www.yourname.com or http://yourname.com



    Can I register a domain name only?
    No. We do not allow only domain registrations only. When you select your product to purchase, you will be asked to associate a domain to it. At that time, you can purchase a domain from HostMDS if you choose and it will be associated to your package.



    How long does it take for my account to be active?
    Hosting accounts are INSTANT! Your account is instantly activated when you order your service, and pay via paypal. Your account will be activated after we have received your payment. The system does take 10-15 minutes for the account to actually provision.



    Do your servers run UNIX or Windows?
    Our hosting servers run on Linux. Windows is available as an option on Dedicated Servers and Managed Server Solutions. If you are looking for a hosted Windows platform, please contact our sales department.



    Do you provide shell access?
    Yes! We provide all of our customers with shell access (SSH).



    What kind of technical support do you provide?
    Our support team will happily answer any questions or help fix any problems related to your web hosting account. Access to support personnel is currently available via Telephone during business hours (9am to 5pm EST), and our E-mail Trouble Ticket system. Support is limited to services and features offered with your shared hosting package. We will not provide technical support for software or services provided by third parties.



    What do you consider excessive resource use?
    It is a top priority for us to keep our services operating and available at all times. If someone's account jeopardizes the availability of our server or network, we will intervene immediately to rectify the situation. For specifics on how we define excessive resource use, please have a look at our Acceptable Use Policy. 99% of our customers are never affected by the excessive usage policy.




    Colocation


    Do you need to escort me into my Colocation space?
    No. The facility is designed for Unescorted Access 24/7. You will be provided security codes, card access and special procedures upon signing up for colocation services. As typical data centers, you must ensure that you have Photo ID on you when you arrive at the facility, in the event of a spot check. If you are brining a guest with you, please email the NOC the details of whom you will be bringing prior to your visit to expedite the entrance procedure.



    Is the facility monitored?
    Yes! The facility is fully monitored by our internal NOC, as well as the building management system located at Chubb Security. All services for the HVAC, Power, Fire and other metric data is collected, stored and monitored 24/7. In the event of failures or threshold breaches, specific procedures are executed to ensure that system uptime and environmental conditions remain intact.



    How long does your generator last?
    In order to ensure high availability, we utilize Diesel for power generation. This allows us to be fully independent from any third party utility (including Natural Gas), our onsite supply is guaranteed for 7 business days. We have service agreements in place for diesel delivery within 2 hours from when our NOC makes a request for refueling.





    Can I request A & B power feeds?
    The option is yours. We can provide you A & B power in separate WHIP's, OR, we can also provide you a ATS (Automatic Transfer Switch) that allows you to have a single PDU (Power Distribution Unit) that is fed by both power feeds.



    How do you hand power off to me?
    Depending on your power requirements, we can either provide you a single outlet to your colocation space, or entire PDU units. This is a customized option depending on the package you have selected to purchase.



    Can I have a private suite or cage?
    Absolutely. Private Suites are priced on a Square Foot rate, and are extremely cost effective. Contact our sales department, and arrange to speak with a Data Center specialist. Cage's are much easier to deploy, and are also designed to your specific needs.



    Do you provide the cabinets?
    With our standard colocation requests for upto full cabinets, YES. We provide the cabinet.

    If you are looking for a cage, suite or other alternatives, you can arrange to provide your own cabinets.

    If you are looking to colocate you cabinets within our shared environment, that is also an option. Contact our sales department for current pricing.



    Is there a maximum amount of power per rack or cabinet?
    No. We engineered our facility to accommodate even the most power demanding / heat generating racks.



    Can I tour your facility?
    Certainly. Simply contact our sales department to arrange for a guided tour. You may also be interested in visiting our Data Center Image Gallery.




    Dedicated Servers


    I'm new to Dedicated Servers, what exactly are they?
    Imagine a server that is within your office, but simply relocated to our high availability data center facility in Toronto, Canada. The server has a bare operating system on it of your choice, and SSH access by default for Linux, and Remote Desktop access by default for Windows based servers. You can install any application that you choose on this server, and utilize it for any service that you choose as long as it complies with our AUP (Acceptable Use Policy).



    Are these servers managed?
    We manage three aspects of our Dedicated Servers. Power, Ping, and Pipe. We ensure that there is Power to the server, that we can PING the server, and that there is Internet Pipe to the server. Everything beyond that, is not managed or monitored. If you are looking for a Managed server, then visit our Managed Server Solutions section.



    How do I access my server?
    For Linux based servers, simply SSH to your server utilizing a utility such as Putty.

    For Windows based servers, simply Remote Desktop to the provided IP address of your dedicated server.



    How long does it take to provision my order?
    Dedicated Servers are typically provisioned by next business day. If servers are marked as Instant-On, then they will be provisioned within 5 minutes from when your order confirmation email is sent to you.



    Can I ship you a Hard Disk or CD with my data?
    Yes. A fee will apply for the service to connect, load or copy the data you are sending. Please open a support ticket, and make a request for what you are asking for. Typically, this is billed on a flat rate per incident.



    Do you offer Remote Reboot?
    Yes. Remote Reboot is offered free or charge.



    What happens if my server fails?
    If your server fails, we will replace your server promptly. The data that resides on your server is your responsibility, and the new server will be provisioned back to the original state when it was provided to you. If the Hard Disk was not the issue, your original Hard Disk will be utilized in the new server, thus eliminated the risk of data loss. If Data Protection is very important, then you should consider ordering the R1Soft Real Time Data Protection service.



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