QUESTIONS & ANSWERS
Commonly asked questions to our products and services.
WHAT IS THE AVERAGE SETUP TIME FOR NEW ACCOUNTS?
Standard account setups are completed within 24 hours of the initial order. In order to ensure all customers an elite network a review is done of all orders prior to provisioning. In certain circumstances our staff may require additional information of verification prior to the provisioning of a new account. After additional verification has been completed account setup will be completed on a priority basis.
CAN I UPGRADE MY ACCOUNT AT ANYTIME?
Absolutely! If you need more juice than what your hosting account offers, you can easily upgrade your account by logging into your billing control panel and selecting your upgrade(s) or contacting the sales team during their business hours.
IS THERE A CONTRACT I HAVE BEEN BINDED TO?
No, there is no contract that we bind you to in order to receive service from StarHosting. Our hosting plans are all on a month to month basis and you are free to cancel anytime. Please refer to cancelation policies for further information.
WILL I BE CHARGED A DOWNGRADE FEE IF I DOWNGRADE MY PLAN?
Because our services are month to month, you can downgrade your plan at any time up to 3 business days before your next renewal period. There are no downgrade fees.
WHAT IS THE COST FOR ADD-ONS AND UPGRADES?
Costs for add-ons and upgrades to your existing account can be found by our pricing & signup page.
IS THERE A MONEY BACK GUARANTEE ON YOUR SERVICES?
We offer a no questions asked money back guarantee within the first 30 days of service. After the initial 30 days accounts are billed on a month to month basis with no binding annual contracts. After the initial 30 day service period all cancellations are processed at the end of each pre-paid billing cycle although you will have access to transfer your domain outside of our network at any time prior.
WHAT ARE THE CANCELLATION POLICIES?
If you are unhappy with your service or wish to cancel your service you can do so by sending an email to firstname.lastname@example.org no later than 3 business days before your next invoice payment date. We do not offer pro-rated refunds for any remaining service time which has been pre-paid, all cancellations are processed as of the last day of any pre-paid service.
WHAT VERSION OF PHP DOES STARHOSTING RUN?
We maintain all current patches and updates for all standard applications we provide. So you will always have the latest version of PHP with a two week grace period at the latest from its new version date due to testing purposes.
WHAT SCRIPTS CAN I INSTALL WITH FANTASTICO?
All standard Fantastico scripts will be provided along with the additional options given through WHM XTRA as well. Please feel free to ask a support member for more information on available applications provided with Fantastico.
DO I HAVE ROOT ACCESS TO MY ACCOUNT?
Our solutions are built on a shared cPanel platform. You will be given access to your account on the control panel level. If you require a custom setup then please contact the sales department at email@example.com for further details.
DO YOU OFFER INSTANT BLOG SETUPS?
Our systems will allow you to create and operate blogs as you wish. We do not provide templates, or instant blog setup however you certainly can purchase any additional software you require and install it accordingly on your solution.
CAN I PURCHASE ROOT ACCESS TO MY ACCOUNT?
Because our solutions are built as a shared cPanel environment, our support team will require further information from you to provide any custom setups that may require root access.
WHAT IS THE CURRENT UPTIME FOR STARHOSTING?
Our current uptime is 99.9%. Clients may request our uptime log via our support team at any time for review.
DO YOU OFFER ANY DEDICATED SERVERS?
At the moment we do not provide dedicated servers, however custom setups and inquires should be directed to the sales team for review via firstname.lastname@example.org.
WHERE IS YOUR CLOUD SOLUTION PHYSICALLY LOCATED?
Our datacenter is located within the DuPont Fabros facility in Elk Grove Village Illinois. The facility is highly secured with multiple man traps and 24/7 on site personal. Multiple power source, and generators (including hydro and diesel energy sources) are in place. The facility itself utilizes the O’Hare power grid which is separate from the closes major city of Chicago. Further information can be viewed via the following link: http://www.dft.com/data-centers/location-information
WHERE IS YOUR OFFICE PHYSICALLY LOCATED?
Our home offices are located in the heart of Chicago’s Wicker Park neighborhood at 1464 North Milwaukee 3rd Floor, Chicago, Illinois 60622. We always welcome customer visits by appointment.
WHAT ARE THE CONTRACT OPTIONS FOR STARHOSTING?
Our sales team is available via phone from 8-4PM CST Monday-Friday and around the clock via e-mail. Our support team is available 24/7 7 days a week. We are available via phone, email and ticket. For new clients or inquiries please review the following page to contact a sales associate: Contact Star Hosting
CAN I OBTAINS SUPPORT ANYTIME OF THE DAY?
Our support team is available 24/7 via ticket and phone for existing clients. We utilize a login/password verification system to utilize their services.
CAN I TAKE A TOUR OF YOUR DATACENTER?
We welcome all clients to take a tour of our datacenter so long that we are provided at least one weeks’ notice to schedule the walk through. Meetings to our home office are welcome provided with an appointment at least 24 hours prior to visit.
WHAT IS THE AVERAGE RESPONSE TIME FOR SUPPORT TICKETS?
Our support team is available 24/7 365 days a year and can be reached via ticket or phone for our clients. Response time may vary depending on the volume of support requests they receive. We guarantee a 2 hour or less response time.