Q.
Are there any setup fees for my account?
A. No, we do not charge any setup fees for our hosting plans or
reseller plans.
Q. What if I need to upgrade my account plan?
A. It's easy. You go to the Account Management Area and complete
the necessary information and we will upgrade that plan.
Q. Am I charged a fee when I upgrade or add any additional
options?
A. No. Outside of the additional cost to add up to the cost of the
new plan or option, we do not charge any other fees.
Q. How do you handle technical support?
A. We provide an extensive manual that will assist you through the
setup of your account as well as assist you in future
administration of your account. We do not provide technical
support for non-server issues, however our manual does cover many
instructions for different setups. We also have a Webmasters
Resource section where you can find links to all sorts of help on
the Internet. When you do have a server issue, these requests are
handled using our online Technical Support Request Form, there is
a link to this form throughout the pages of our site in the left
menu. Support request must be submitted using this form or your
request will go unanswered.
Does it take a long time for you to answer support request?
Most support request are answered within just a few hours.
However, you need to keep in mind that we do not provide technical
support for non-server issues for either our regular hosting
clients or our reseller's, and we will not respond to such
requests. With that said, if any major problems ocurr with our
servers, we can assure you, are being addressed before you even
contact us. Sometimes things take longer to fix than what we would
like and bombarding us with support requests doesn't aid in making
the problem go away any sooner. If everyone can understand that
servers are only machines then they can also understand that they
are not immuned to breakdowns no more than any other machine in
the world.
Q. What about billing, how do I pay for my account?
A. When you sign up an account you will have the choice to pay for
that account using a check or your credit card. When you select
your payment option, you will be forwarded to the forms where you
provide your credit card or checking account information. This is
a very secure process as long as you select the secure version of
our form when you initially request to sign up your account. Once
you complete that form your credit card or checking account is
automatically debited each month on the anniversary of that date
each month.
Q. What if I want to cancel my account?
A. This is easy too. You enter the Account Management Area and
select Cancel An Account. You then cancel the billing process for
that account with Worm-Hole Network using the order number that
they provided you at the time of your order. It's all really very
easy. Unlike other companies on the Internet, we do not put you
through a bunch of red tape to get your account canceled - we
believe that is a tacky way to do business.
Q. I understand that my credit card will automatically be
billed each month, but what happens if I do not have enough credit
to cover the charges?
A. Most people know how much credit they have on their credit
cards and we count on that. In the event that the charges will not
process, Worm-Hole Network will submit an email to you telling you
that you need to handle the matter before the days business ends.
In the event that its not taken care of, your account will be
deactivated.
Q. How does your 30 day money back guarantee?
A. In the event that you become unhappy with our services within
30 days of your account activation, simply visit our Account
Management Area and select Cancel An Account and provide us with
the necessary information. You then call the 800 number provided
to you by Domain Web Hosting and using the order number that they
provided you when you initially ordered your account. Your credit
card is not credited the amount of you paid for your account. As
soon as we receive your cancellation
request, we send you a check for the amount you paid for your
account that same day - as we said, we are not in the business of
putting you through a bunch of red tape - We value you as a human
being, not just as a customer!
Q. What type of support do you not provide?
A. We DO NOT provide technical support for non-server issues, i.e.
3rd party software, scripts, html, or anything used to design or
build your web pages. We ONLY provide technical for server related
issues. We recommend that you review our Policies, Guidelines, and
Disclaimer for more detail.
Q. Now that you mentioned it, how do you deal with accounts
that have violated your policies?
A. You will receive a notice and given a deadline for the problem
to be resolved. If the deadline is not met, your account will be
deactivated. This rule does not apply for accounts violating our
Spamming policy. Spammers are deleted without prior notice and
WITHOUT THE OPTION of being reactivated on our servers.
Q. What do I do if I want to activate another account with you?
That's an easy one too! You visit the Account Management Area and
select Add or Upgrade an Account, and provide us the necessary
information to setup the new account. Once your new account is
setup, you will receive an email from us with the necessary
information to log into your account just as you did when you set
your first account up.
Q. What about InterNIC fees? Are these fees included in the
price of the hosting fees?
A. No we do not pay any InterNIC fees for any accounts. We would
go broke and be out of business if we did this. It is your
responsibility to pay your InterNIC fees. You can visit our Domain
Registration FAQ's section to view more information in regards to
fees and the registration process.
Q. Speaking of registering domain names, do you handle that for
us?
A. Yes, we handled the registration of your new domain name or the
transfer process of your existing domain free of charge. You are
still responsible for the InterNIC fees which is $40 for the first
2 years and $20 each year thereafter.
