Support

We try to boost out support services as much as we can everyday throughout the term. We run extremely extensive tests and follow-ups on our methods, attend support seminars and our skilled support staff are trained to guide and help you though the service that we provide.

We have an efficient system that was developed and built in-house for our support system. In the event of a problem, its emailed to our support centre where we have specialised alarms systems that warn and alert us to the problem or enquiry situation. We guarantee that your dispute will be resolved within 2 hours in business days and 4 hours for weekends. If not we will waive the billing month as a penalty to us. Calls enquiries and problem solving are available at an additional charge. However it is best and easier for us if the problem was emailed to us, where calling us can result extra support charges to be made.

Monitoring
We have very sophisticated monitoring systems that are already implemented and running at Hostingrack. In the event of the server major fault or shutdown we have specialised support systems implemented to keep your website running, existing websites on the failed server will be then switched to the backup website from another server on standby. Prior to this event we are automatically notified about the fault within seconds and is undergoing repairs within 30mins. A normal web user would hardly notice the server fault, as the backup will prevent page errors being made.

We also have extensive daily manual checks into the servers and mail servers to check the protection, durability and performance to ensure that the whole facility is up and running correctly. We have a huge number of protection and encryption programmes to prevent and confuse hackers from breaking in, which that task is virtually impossible to do. Also monitoring of the websites and services are closely inspected to ensure that everything is running at 100% with no lacks or failure in any areas. Once detection is made, we email respective account holders of the network status and the extent of repairs currently being under. Any queries of our system and monitoring are greatly welcomed and will be replied with promptly.

Anti-Virus
We take virus protection very seriously, we have a number of protection methods to guard ports, files, sites and databases. Our viruses get constantly updated once daily to ensure that the latest virus cannot invade our systems. In the unlikely event that a virus does get in, the whole server is already protected by our backups servers, which are blocked away from the main servers so virus infection cannot spread. We also have constant private monitoring of email accounts and have our own filtering programme to destroy viruses that comes attached to every email that is infected. This method will greatly reduce the risks that your system of being infected from viruses.

Maintenance
We know that we have to supply a 24hr/7day commitment to our clients. To maintain it that way we implement a series of systems to check our services to clients, support team progress, server activity and  protection. We know that to keep up with present and future demands, we have to constantly update our networks, software and check whether the security and anti-virus is correctly configured and running the whole time.

Maintenance of your web hosting accounts is completed automatically, checks for viruses, efficiency, software and hardware upgrading whenever possible. Dedicated servers are maintained depending on the client’s choice. We however run regular checks to ensure the system and server is configured and correctly running.