No matter how hard we all try, questions may arise that we may not have covered directly on our site. Hopefully, we cover it here. If there are questions that you need answered that you feel should be in this area, we welcome you to let us know by getting in touch with us via the Help Desk in your members area, or by simply filling out this form!
Here is a list of the most frequently asked questions we receive. Feel free to contact us here if you have any questions.
- How does your technical support work?
- What do you mean by "friendly North American staff"?
- Where can I learn more about your Web Hosting packages?
- Where can I learn more about your Reseller Hosting packages?
- Where can I learn more about your Dedicated Server packages?
- Can you help me with some web design issues on my site?
- I have a Dedicated Server, can you provide support to my end users?
- How fast do issues get resolved?
- How good is your pricing?
- Are there any hidden fees?
- What payment methods do you support?
- How do I cancel my account?
- How do I get a refund?
- What kind of uptime can I expect?
- How often do you run backups?
- Is your system really easy to use?
- How much bandwidth do I need?
- How much disk space do I need?
How does your technical support work?
Our support is split 3 ways:
• Help Desk Support
• Call Back Support
• Call Back Consultation
Help Desk
The Help Desk is where you submit your support requests. It's in your members' area. We run a ticketing system, so if we refer to the word ticket, we
are referring to an incident report you've submitted.
When we receive a ticket, our Customer Care Specialists are informed and they start working on your ticket.
When submitting tickets, it's important to include as much information as possible to ensure that we can duplicate the issue you are facing. Any
information that may be lacking could potentially increase the response times you will receive.
If you can't get in to the Help Desk for some reason, or your members area, you can always get in touch with us here.
Call Backs
Approximately 95% of all issues can be dealt with quickly via our Help Desk, however, there are issues that require more attention than others. To
our higher level customers, we provide a limited number of call back support requests. We use SkypeTM in most part as it is free for our
users and it's used pretty internationally!
Consultations
As you grow, questions may arise that you'd like to discuss, over voice, with someone who knows their way around servers and network infrastructure:
• Moving your server inter-host?
• Not sure what something is on your server?
• Don't know what hardware to use?
• Want to upgrade services but not sure what's the best?
• You think you've been hacked?
• Want to change hard drives?
• You simply want to know the straight facts about what's what?
We're here for you. You're paying us good money, so we'll consult with you if you need it. If you have a technical question that you're unsure of,
we'll do our best to help. If we can't help, or it's unsupported, we'll do our best to find you someone who can.
We know many people in the industry and our job is to make your life easier.
What's on your mind?
What do you mean by "friendly North American staff"?
Many companies outsource their support to other countries. In business, saving dollars usually equates to a better ROI ("Return On Investment"). Although we agree with saving money, we don't agree that it be at our customers' expense. All of our support agents are Canadian or American. There are many pros to homegrown support, to name a few: no language barriers, no cultural barriers, regular North American hours of operation and fluent english or francophone agents.
Where can I learn more about your Web Hosting packages?
Check out our Web Hosting details page here: http://www.okteck.com/webhosting.php
Where can I learn more about your Reseller Hosting packages?
Check out our Reseller Hosting details page here: http://www.okteck.com/technicalsupport.php
Where can I learn more about your Dedicated Server packages?
Check out our Dedicated Servers details page here: http://www.okteck.com/dedicatedserver.php
Can you help me with some web design issues on my site?
Unfotunately, we do not offer web design as a service yet but feel free to submit a help desk ticket on this issue and we will try to find someone to help you.
I have a Dedicated Server, can you provide support to my end users?
If you are one of our dedicated server owners, we support the server and all its accounts as a whole. We do not, however, interact with your end-users within our helpdesk. Your support licence entitles you, or one of your company's representatives, to get in touch with us.
How fast do issues get resolved?
Ideally, we try to reply and fix your tickets within a few hours. In a worse case scenario, we guarantee that your issues are replied to within a 6 hour window and that they are resolved within 24 hours. Generally, we respond to most tickets within 1 hour and get them resolved in about 3 hours.
How good is your pricing?
It's good enough for us to be confident that if you shopped around, we'd either match or beat whatever our competitor is currently charging. We're just as full featured as the next guy and we try not to drown you in a sea of options that we know you probably will never need. Has that ever happened to you? You went to a web host's main sales page and you didn't even know how to sign up? You won't have that experience here.
Are there any hidden fees?
Definitely not! There are no gimics, no hidden fees, no contracts.
What payment methods do you support?
We currently use PayPalTM to process all Visa, Mastercard, Discover and American Expresss orders.
How do I cancel my account?
You can cancel at any time by sending us a helpdesk ticket from your members area. For security reasons, we do not accept cancellation requests via our contact form
Alternatively, from your PayPalTM members area, you can cancel any of your payment subscriptions. This would in turn cancel your account on our end.
How do I get a refund?
If you were billed less than 15 days ago, We can refund you. Simply send us a request via the helpdesk.
What kind of uptime can I expect?
We offer a 99% uptime guarantee.
How often do you run backups?
We run backups every two days and also keep a fresh copy on a remote backup system at all times.
Is your system really easy to use?
We try not to overwhelm our users with fancy gadgets, buttons and links everywhere in an effort to keep things as clear and simple as possible. Web Hosting does not get any easier and straight forward than this.
How much bandwidth do I need?
Your bandwidth requirement depends on how much traffic your site will get. Since it is difficult for any website owner to predict how much traffic their site will generate, we try to give you more than enough bandwidth in all our packages. Most websites will use less than 1GB of bandwidth per month. If your website contains audio/video files, you might use more. If you find yourself using massive amounts bandwidth every month, this could mean that your site is doing very well and you might want to consider a dedicated server solution!
How much disk space do I need?
Disk space usage depends on the amount of content you upload to your account. Normally, a small website with images will use less than 100MB. If you plan on installing scripts, uploading audio/video files, you might need more disk space. As a standard, our packages come with at least 5GB of disk space.