Frequently Asked Questions

How long does it take to setup my hosting account?

Depending on the type of hosting service you require, the following are some guidelines on the length of time it takes to get your hosting account ready to use:

Shared Hosting, Reseller Hosting, VPS Servers: We can normally have you up and running within the hour for any of these services
Dedicated Server: We carry plenty of stock of servers so normally a dedicated server can be setup within the hour. If we have stock but it's not installed in our rack then it will take 2-3 days to setup. If the server is not in stock then our normal turn-around is 7-10 days. In all cases, if you have an urgent requiremment then we'll work with you to get you up and running as quickly as possible.
Custom Hosting: Because of the very nature of a custom setup this can take anything from 1 day to 1 month depending on how complicated the setup is.

Where are you based?

We are based in the South West of England in Dorset, our servers are in a high quality data centre in the South East of England about 150 miles away. We moved to Dorset from Kent in 2015 and although it would seem sensible to move our servers closer this is not the case. Moving servers is a very distruptive process, plus we are in a very good reliable facility so we just plan our onsite visits better.

In the event of an emergency we have technical staff onsite 24/7 who can carry out any urgent work immediately affecting our customers.

Do you have a Service Level Agreement?

We do have a Service Level Agreement (SLA) and this can be found here. Our SLA is inline with others within the same industry but we prefer to use common sense when there is a problem requiring a refund to our customers.

As an example, in our early days (before our sophisticated monitoring was in place) a customers server had a RAM problem and crashed. We were unaware until the customer notified us by phone, the server was down for a total of 15 minutes which would have meant zero refund under our SLA. Instead, we gave the customer a full refund for the month and put a system in place to ensure the same thing couldn't go unnoticed again in the future.

More frequently asked questions can be found in our Knowledge Base

GoCreations

Frequently Asked Questions