FAQs
Frequently asked questions
The things customers ask most, answered properly. If yours is not here, our engineers reply to chat in about four minutes.
Getting started
How long does it take to get my site online?
A shared or web hosting account is provisioned the moment payment clears, usually inside sixty seconds, and the welcome email carries your control panel login and nameservers. Cloud instances build in under a minute; dedicated machines are racked and handed over within four hours for stock configurations.
Do you migrate my existing site for free?
Yes, one site per account at no charge, and additional sites at no charge on the Scale and Advanced tiers. Give us read access to your current host, and we copy files and databases, run the result on a staging URL for you to approve, then move DNS at a time you choose.
Can I try before I pay?
Every plan has a ten-day trial with no card required, and every paid plan is covered by a thirty-day money-back guarantee on the hosting fee. Domain registrations are the one exception: the registry charges us at the moment of purchase and does not refund.
What control panel do you use?
Our own. It covers sites, domains, DNS, mailboxes, SSL, backups, staging, SSH keys and team access, and every action in it is available through the REST API and our Terraform provider.
Billing and plans
How does annual billing save 40%?
Annual invoices are charged at roughly seven months of the monthly rate, and they include a free domain registration for the first year. The saving is applied at checkout, not as a rebate later.
What happens when I upgrade mid-month?
The unused portion of the current plan is credited to the day and applied against the new one, so you only pay the difference. Downgrades work the same way and take effect at the next renewal.
Which payment methods do you accept?
Visa, Mastercard, American Express, SEPA direct debit, iDEAL, Bancontact and PayPal. Annual invoices over $500 can be paid by bank transfer on request.
Is VAT included in the prices shown?
Prices are shown excluding VAT. Tax is calculated at checkout from your billing country, and a valid EU VAT number reverses the charge automatically.
Domains and DNS
Is WHOIS privacy really free?
Yes, for the life of the registration, on every extension whose registry permits it. Some country-code extensions publish registrant details by law, and we say which at the point of purchase rather than after you have paid.
How long does a transfer take?
Most generic extensions complete in five days, which is the registry-mandated waiting period rather than anything on our side. We add a full year to the time remaining on your registration, so nothing is lost by moving.
Can I use another DNS provider?
Yes. Point the nameservers wherever you like, or keep DNS with us and change only the records you need. Our resolvers are anycast across all nine regions and support DNSSEC.
Do you charge to release a domain?
No. Unlock it in the panel and take the authorisation code whenever you want. There is no release fee and no waiting for a support agent to approve it.
Technical and security
What is the uptime SLA and how is it measured?
It is 99.99% per calendar month, measured from nine independent regions every thirty seconds. If we miss it, the credit is calculated and applied automatically to your next invoice. You do not have to open a ticket to claim it.
How are backups taken and how far back do they go?
Files and databases are snapshotted daily and kept for thirty days. Restores are self-service from the panel, can be whole-site or a single file, and do not count against your storage quota.
Do you protect against DDoS attacks?
Volumetric mitigation is always on and unmetered at the network edge on every plan, including the free tier. Application-layer filtering and the “I’m Under Attack” mode are available in the panel.
Can I get SSH and SFTP access?
Yes on every paid plan. Keys are managed in the panel, password authentication is disabled by default, and access can be scoped per site when you use team accounts.
Read the Knowledge Base
Step-by-step guides for the panel, DNS, SSL and migrations. Browse articles ›
Check current status
Live uptime for all nine regions and a full changelog. View status ›
Talk to an engineer
Chat and tickets are answered around the clock. Contact support ›