SUPPORT:

What type of support do we get with our membership (fee vs. charge)?
Free MAX support for services purchased.

Where can we find support phone numbers at your website?
Go to "Contact Us"

Day / Time support is not available?
E-Mail Technical support is available 24 hours a day and 7 days a week. Phone, IM and Live Chat support is generally available from 9.30 am - 6.30 pm Mon-Saturday PST for sales and Tech Support.

If our website and/or email becomes unavailable due to reasons at your facility (or related), are we entitled to a refund for lost time?
Yes... We will offer a refund the amount of time lost regardless of duration more than 5 % in an year downtime for any reason NOT related to customer error.

CUSTOMERS:

How many active customers do you have?
We are a private company and prefer not to answer this question for two reasons:

We feel privacy extends to both of "us". We do not sell banner ads on our site, will never sell your information and would only provide information about you WHEN and IF you gave us permission (as a reference as an example)

There is no right or wrong answer for you on this and for sure there is no correct answer for us. Our customer count changes daily and hourly (and we would have to update this page at all times to avoid a lawsuit by some litigious wacko) so there is no accurate answer. More importantly, IF we have hundreds or thousands of customers is immaterial. We treat every customer with the best service we can and refuse to be baited into the "you're to small to handle my business", or "You're to large to take an interest in me and my site" debate. We will be more than happy to provide references upon request.

Do you prohibit (or plan to) hosting adult content sites? NOTE: If they do host adult content, or ever plan to, you may want to avoid them. Although these hosting companies may utilize fast equipment and connections, they push a great deal of graphic content through the pipeline, which may slow down your traffic. Not to mention the ethical rationale.
YES, we do prohibit adult websites, site consisting, threats of physical harm, child pornography, and copyrighted, trademarked and other proprietary material used without proper authorization. Pornography and sex-related merchandising, or links to such material, even if legal, are not acceptable uses of apexsol.com's servers.

CANCELLATION POLICY:

What is refundable / non-refundable?

We have a 30 day money back guarantee for cause on all hosting, reseller or dedicated server plans . Cause is any demonstrated failure on our part to deliver services purchased. Simply put, we do not want a 30 day money back offer to turn into a scammers delight as "first 30 days free". We used to offer the first 30 days free and became the target of a great deal of scammers and spammers...So. If you can provide us with a reason that we failed to provide the services you purchased from us we will be more than happy to give you a refund.
Secure server certificate and domain registration fee's ARE NOT REFUNDABLE

What if we sign up for 1 or more years in advance?
That is GREAT ! Welcome.....

If refund available, is it full, prorated or percentage-based?
See above for specific service policies. When offered, the refund is Pro-rated. If you sign up for a year at $120.00 and want to leave after 1 month we will refund $108.00 (11/12's of the purchase price)

RATE CHANGES:

If we sign up for 1 year in advance, is that price locked despite any price changes on your end?
Yes (for hosting plans only)

SETUP FEES:

Do you charge tax for any fees (setup, etc.)?
No. These services, at this time, not subject to tax.

SERVERS:

How many servers do you have?
Same answer as "How many customers do you have ?"...Sorry, but I will say a lot...

Do you utilize hosting “pools” (array of linked servers)?
No

Will our site ever be moved between servers, at your convenience, due to server demands?
No. This causes to many issues for both us and you. If we feel that due to growth of sites on a server we should lower the demands and move sites off we will ask for volunteers from the appropriate amount and types of site to cause the least amount of disruption. But lets be clear, we will NEVER do it without the customers clear consent and agreement. That said we may have to move sites because of server upgrades, etc...But we would give plenty of notice for something like that.

If so, will we be notified? 3b) Before or after the move?
YES

How do you prevent downtime and loss to our databases at the time (our customers may be interacting with the DB)?
With Updated and secure software, and patches etc..

How do you prevent hackers from accessing the system? Prevent email relaying?
Again, with Updated and secure software, and patches etc..

Processor type and speed?
Subject to change rather frequently.

Pentium IV? 5b) How much RAM?
At This time we have Dual AMD Opteron and Dual Xeon Servers with 4 GB RAM

OPERATING SYSTEM & LANGUAGES:

L Linux? Windows? Versions?
Linux and Windows

Perl version 5 (+) or current, PHP, CGI, etc.?
Yes

SSL:

Do you provide a secured server area that we can utilize (for free)?
No but we do have our own SSL products that is priced very aggressively to allow really anyone to have a custom SSL for their own site.

NOTE: You typically need to purchase your own SSL Certificate. We offer SSL certificates from 2 industry leading providers thawte and Comodo.

Do you provide an easy method of setting up our SSL Certificate on the server?
Sure... we will do it for a very affordable price.

HOW DO YOU CONNECT TO THE INTERNET:

Who is your backbone provider?
See our Network page for partners stats.

Redundancy?

Please see our network page.

NOTE: "Redundant" means that if any of their Internet connections get interrupted, an alternate Internet connection will take over.

DOMAIN PURCHASES:

If we were to purchase a domain name through your company, will we be the rightful owner (e.g. Listed in every category per “who is” records)? NOTE: Most of the hosts who offer "free" registration typically have strings attached such as registering themselves at the owner of your domain. You want to avoid that; in case you wish to cancel, they would own your domain! Easy rule to remember: nothing is truly free.
Absolutely YES You will be the true owner of your domain name registered with Apex Solutions

DOMAIN PARKING:

Do you allow domain parking and, if so, what are the fees?
Please confirm our understanding of Parking. If "abc.com" is our domain and we park "xyz.com" under abc.com, then surfing to "xyz.com" will automatically bring the visitor to "abc.com"?

Yes

SUBDOMAINS:

Do you provide this and, if so, what are the fees?
Yes

Are there any limitations to this (quantity, use, etc.)?
Check the plan to know the package details

DOMAIN TRANSFER:

We will set all “who is” contacts (admin, technical, etc.) to point to our company and not yours (Apex's). Is that acceptable?
Absolutely YES

How long to transfer of a domain registrar from another registrar to you?
At our end, less than 6 hours. It could take 4-7 days to propagate through the global Internet and you to see the changes yourself.

FTP ACCESS:

Do you allow utilities such as “WS FTP Pro” and “Cute FTP” to access our site?
Yes

Do we have unlimited FTP to our site (24hours/365days a year)?
Yes

IP ADDRESS:

Do we get a unique, static IP address? NOTE: This is very important because you’ll need it in the event your name-based URL fails. Can also be used for FTP and email server.
On some plans we provide a static IP. On shared IP Plans, you can always reach your site through http://SharedIP # XXX.XXX.XXX.XXX/~username/. This is done to help conserve a limited resource we are all starting to recognize, IP Numbers. As we prepare for all sorts of demands on IP addresses (like appliances, etc) the global supply of IP's need to be conserved. Think of it like that fancy DSL and Cable router you have in your house. Your network on the internet has only one IP shared by all the computers on the house. This is the same thing and is prudent policy.

May we (and customers) use the IP address to access our site, or are we restricted to using the name-based address (www.yourdomain.com)?
See above

If not, what if your registration takes a long time; we would still want people to be able to access our site via IP address?
See above

If not, what about using FTP to set up our site (via WS FTP pro)?
You can used the shared IP with your unique username and password and that will bring you to your webspace

VIRTUAL DNS:

Do you provide this (so the DNS records per “who is” will show our own personal name server)?
For dedicated and virtual server customers, Yes

ALLOWANCES & OVERUSAGE:

Despite agreed upon limits, do you react to use of system resources (e.g. CPU utilization, etc.)?
If a site is dominating server resources we notify the account responsible and ask them to look into the situation at their end. After a reasonable period of time (24-48 hours depending upon the characteristics of the issue) we will either suspend the process or the site if need be so as to provide a consistent and reliable product to all of our other customers. And history has shown that when (and they are so rare) those situations do occur the customer involved knows they have and could be "crossing the line" and quickly works with us to resolve the situation

If so, what are those limitations?
Really case by case

Will your system automatically notify us if we are approaching the allowed storage and/or transfer amount?
Yes through the Control Panel Interface

In the event that we exceed the allowed storage and/or transfer, do you (1) notify us first, (2) bill us without notice or (3) deactivate the site?
Cpanel will notify you at 80% usage

What are your overage amounts and fees (and are they published at your site)? 5a) Per Disk Space. 5b) Per Bandwidth (transfer).
This to is a moving target (cost of Bandwidth and space has changed a lot over the past couple of years) and is arranged on a case by case basis. Usually it involves changing plans to one that better suits your needs instead of per GB costs.

EMAIL & SPAM:

Is it acceptable if we send unsolicited email using your network? Perhaps only during certain hours of the night?
Absolutely, Positively, without questions or appeal NO. Please note our General Terms of Business. Spamming (and that is what this is) will not be tolerated. And you should NEVER work with a hosting company that allows it. Such companies wind up on Spam Blocker lists and your ability to send legitimate mail may be compromised when your hosting company finds it's way on to a BANNED list. Beware.....

What if we use "opt-in" (in the initial mailing) and "out-out"? (Reference http://www.opt-email.com/)
Yes, we support safelists as long as they are well policed and on their own Dedicated Servers only

Do you support mailing lists?
Yes, a mailing list/group of people requesting information and/or inclusion is a group communicating through e-mails is great and we fully support this. It is part of the fun of the internet.

Is it acceptable if we send unsolicited emails using a different network (e.g. our Hotmail account)?
As long as you do not reference us and our service in any way including using your hosted domain as a return address what a customer does is his own business. Given that, why did you ask if we are completely uninvolved...

What if we own a dedicated server, which has a virtual name server?
Spam reflects very poorly on any company that "supports" it and if traced back to us in any way impacts our business image. And we really do not like it. So the answers is NO...and again, see the TOS and be forewarned.

BACKUPS:

Do you backup our data / site? If so, what frequency are backups run?
Daily, weekly and monthly for sites through CPanel on all reseller and hosting packages. we do not warranty or guarantee their availability though... you need to be the one responsible for your site being backed up

In either case, do you supply a File Backup Utility to allow backup of files stored in our account?
Yes Through CPanel

If so, can we easily automate this task by setting daily, weekly or monthly auto-backups?
No I am sorry ..Unless you have a real good understanding of CRON jobs and want to set up your own back up process.

Can we specify a remote FTP server address or backup to our personal computer?
See above

In the event of a crash, do you restore our data / site?
If you want to be sure that your site is safe, back it up YOURSELF to multiple computers and at least two different locations one of which can be the live site.

For Dedicated server customers, backups (on another drive) are setup only if purchased.

Do you employ RAID technology (Redundant Array of Independent Disks)?
YES

UNINTERRUPTIBLE POWER SUPPLY (UPS SYSTEM):

Do you use a UPS?
Yes

Do you have diesel generator backup?
Yes

How often do you test this system?
This is variable

CONTENT:

Are there any rules in regard to the type of content we’re allowed to host (graphics, Flash, banners, streaming movies/sounds, MP3, etc.)?
As long as you stay within Bandwidth and Storage Space and do not violate the TOS/AUP, there are no other limitations.

TOS:

Where are your Terms of Service located on the web?
Please see General Terms of Business.