| Sales |
1 Is there an annual discount option if I prepay? 
At this time netricksweb only offers services on a month to month basis. For additional information on prepays, please contact sales@netricksweb.com. |
2 Are there any hidden fees with your servers?
No, there are no hidden fees. |
3 Do you have a 30 day money back guarantee?
netricksweb does not offer a 30 day money back guarantee. The reason for this is that we already offer a service with the lowest risk possible. In addition, such an offering would open the door to spammers, DoS attackers, and anyone else intent on illegal or AUP violating activity. They could essentially take advantage of our resources if we had a test drive or 30 day money back guarantee program. It is no hassle hosting with no long-term contracts, so its virtually no risk. Just try us for one month and if you don't like it, then you can simply walk away. |
4 Do you offer any colocation services?
Our goal at netricksweb is to offer you a comprehensive platform for all your hosting needs. However, if your needs expand outside the netricksweb dedicated server offerings (such as requiring physical access to the servers), our parent company Peer1 can provide industry heading service in this area. For more information on Peer1 colocation services, and how current netricksweb customers may qualify for discounts, call netricksweb sales at 1-800-741-9939. |
5 Do you offer a reseller program, or an affiliate program?
Yes we do. Please ask our sales department for details at 1-877-642-2600or via email at sales@netricksweb.com. |
6 Is there a sales tax on orders?
You should not be subject to tax unless you are in the State of Texas. |
7 Why are you charging setup fees now?
We have been around for a few years now and have never charged a setup fee, and you still have the option of not paying one. The only reason we have implemented this feature is due to popular demand. Many people looking for long-term hosting are willing to pay a bit more up front, for a bit less on their monthly fees. This is not a requirement - you may still sign up with no setup fee, if that is your wish. |
8 What are your payment options?
We accept Visa, MasterCard, and American Express. |
9 How much bandwidth is included per month?
We offer 3 bandwidth options:
900 GB
2 TB (2000 GB)
Completely unmetered, unlimited.
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10 Are any e-commerce solutions available or included?
E-commerce solutions are included with most of our control panel offerings, including cPanel, Plesk, and Ensim. |
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| Products and Tools |
1 What version of Linux comes on the servers?
At present we offer RedHat Fedora, RedHat Enterprise Server 3, and Debian Woody. All come with the most up to date security and OS patches available. At present we offer Windows 2000, Windows 2003, and Windows 2003 Web Edition. All come with the most up to date security and OS patches available. |
2 What version of Windows comes on the servers?
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3 What is Rapid Reboot?
Rapid Reboot is a patent-pending offering of netricksweb allowing you to reboot your non-responsive server from anywhere in the world, without initiating us at all. |
4 Do you have any anti-virus software by default?
We do not presume to know which anti-virus application any given customer will prefer, so we do not by default install any. |
5 Do you provide a backup service?
Yes we do! Check your Mynetricksweb portal or our website for more information on our "FTP Backup" offering. |
6 Do your Windows servers come with the .Net framework?
The .Net framework is not included by default on our Windows 2000 servers, but can be downloaded freely from Microsoft's website. It is included by default on our Windows 2003 servers, and we do have a development server called Web Matrix Server. This offering has the Web Matrix tools which are application and database development tools for people that are doing development on the .Net platform. It also has MSDE installed, which uses the same engine as MS SQL. |
7 Do your Windows servers come with MS SQL?
We do not offer MS SQL, as we are not a licensed distributor. However, we do offer Microsoft SQL 2000 Workgroup Edition, which is a fully featured MS SQL offering limited to 4 GB of RAM and 2 processors. It does allow unlimited database size, and includes key features such as Enterprise Manager, Full-Text Search, Import/Export, and Replication (snapshot, transactional, and merge). MS SQL 2000 Workgroup Edition is available on any of our servers running Windows Server 2003. |
8 What are the advantages of having a control panel?
Control panels were designed to make the lives of both the server administrator and the individual users of that server simpler and more convenient. The tools they provide allow easy management of common tasks that can be mundane and time consuming. |
9 What is the difference between the control panels offered?
You will have to do your own homework to discover which control panel best suits your needs and tastes. We currently offer the following:
cPanel: www.cpanel.net (Linux Only)
Ensim: www.ensim.com
Helm: helm.webhostautomation.com (Windows Only)
Plesk: www.sw-soft.com |
10 Will my server have a web-based control panel?
That depends on your order. Our Debian and RedHat Linux servers do come with a free web-based server administration tool called Webmin, which allows control over various server functionality. Webmin in its default form is not a true 'control panel', such as cPanel or Plesk. It can be extended to have some of the same functionality by installation of a free tool called 'virtualmin'. By default our Windows servers do not include a web-based control panel. |
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| Network and Facilities |
1 Do you cap or throttle the bandwidth on my server?
We never cap or throttle your bandwidth. |
2 What TCP/UDP/ICMP traffic do you filter?
We filter a small number of ports in order to properly enforce our Acceptable Usage Policy, and to prevent the spread of worms and viruses. If you would like to send in an email with the list of ports you are concerned about, please address it to sales@netricksweb.com, and we will let you know if the ports in question are filtered or not. We do not provide a public list of filtered ports. |
3 Is there an overage rate if I exceed my alotted bandwidth?
Unless you have purchased an unmetered port, yes. See the following tables for overage pricing. You pay whatever the price is for the category you're in, they are not cumulative.
| 900 GB |
2 TB (2000 GB) |
| Overage |
Cost |
|
Overage |
Cost |
| 901-1150 |
$75.00 US |
|
2001-2250 |
$75.00 US |
| 1151-1400 |
$150.00 US |
|
2251-2500 |
$150.00 US |
| 1401+ GB |
$0.30 US per GB |
|
2501+ GB |
$0.30 US per GB |
So for instance if John's 2000GB/month server generates 2305 GB, then he is in the 2251-2500 category and will owe $150.00 US. He does not pay the $75.00 US for the category below him, nor does he need to pay a per GB charge, he owes a static $150.00.
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4 Do you have any monitoring systems in place to watch for DoS/DDoS, repetitive scans, etc, on your network?
Absolutely. We do monitor the network proactively to prevent any such attacks whenever possible, but keep in mind that NO company can protect you from a DoS attack. DoS attacks are not random, so if you are the target then you will likely get hit no matter where you are hosted. We do have extended relationships with our providers to shut such attacks down at the source, if possible. |
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| General |
1 Can I remotely reboot the server without your help?
Yes you may! RapidReboot technology allows you to reboot your server in the event all connectivity is lost. If it is at all possible for you to login to your server remotely, do so and reboot the server via the Operating System. If it is frozen up, however, you can login to the Mynetricksweb portal and initiate a RapidReboot to power cycle the server. |
2 Can I create mail accounts on my server?
Absolutely. You will have full root access to your server, so you can set up whatever you want in terms of mail server, domains it answers for, and accounts it has. |
3 Can I run a game server on your servers?
Yes. The netricksweb/Peer1 network is designed to provide the lowest possible latency through multiple peering arrangements and geographical diversity. |
4 Can the server be upgraded?
We are always more than happy to reload the server's Operating System to a more up to date version, upon request (this usually carries a $30 fee). We are not currently set up to provide in-place hardware upgrades. We are a WYSIWYG (What You See Is What You Get) company in terms of hardware. It is recommended you get something with a little "head room" so you do not have to migrate too soon after you start, if you're intending to grow in usage. If you are looking for customer server configurations you might want to look into colocation, in which case our parent company Peer1 may be able to help you. |
5 Could you install another OS than what is available on the order page?
netricksweb only offers what is available on the order page. That said, you are free to install whatever you would like. The only cavaet about installing an Operating System we do not offer is that we will not provide support for it. If you are comfortable with that arrangement, we have no objections to you installing the Operating System of your choice. |
6 Do I need an additional IP for a secondary name server?
Generally yes - many registrars will not accept two nameservers with the same IP. We highly recommend making use of netricksweb's name servers as opposed to going it alone, but if you have a specific need for hosting your own name servers, you will need a second IP. |
7 Do the Linux servers come with Apache, PHP and MySQL by default?
All the RedHat Linux servers do come with Apache, PHP, and MySQL preinstalled. The Debian servers do not, as there are multiple packages for each of these programs, and we do not pretend to presume which one you'd prefer. |
8 Do the Windows servers come with web-based email, or just email?
Windows servers installed at netricksweb without a control panel come with the free version of MailEnable. It does not include a web-based client, only POP and SMTP. |
9 Do you allow IRC?
We do not allow IRC, egg drop bots, or anything of the sort on our network. IRC servers are extremely prone to DoS activity. If you are caught running an IRC server inside our network your account will be terminated immediately. This is a pretty common practice in the hosting industry today. The rule is, you can run anything on the server as long as no one can access it via a standard IRC client. |
10 Do you allow adult sites and/or content?
Yes we do, in some physical locations. Please contact our sales department for more information on this. They can be reached by phone at 1-800-741-9939 or email at sales@netricksweb.com. |
11 Do you do an off the disk installation of RedHat?
Only insofar as the standard package options. Our installs come with the latest security patches (which an off-the-CD install would not), insuring that the installation you get will be both up to date and secure. |
12 Do you have a test server I may connect to test latency?
Virginia:
[64.34.160.76]
[64.34.160.92]
California
72.51.32.100 |
13 How are security patches handled?
Every server will have all the known security patches and safe OS patches applied before you receive access to the server. Security of a server is much like renting a house. It is your responsibility as the tenant to lock the windows and doors. netricksweb does its very best to provide you with an initially secure installation, but after that it is up to you to keep the server up to date and secure. If you order RedHat Enterprise Server, the extra $20/month is to pay for the RHN subscription for the server. The RHN subscription includes automated updates, which can be preconfigured to run daily. |
14 How are the hard drives partitioned?
On Windows it is all one partition. On Linux we opt for a small initial boot partition, a 1-2 GB swap drive (depending on system RAM and configuration) and the rest is for the root filesystem. If you have a dual drive system, the second drive will be blank, with no partitions. This is because we do not know what any given customer is intending for the second drive, be it for backups, RAID, or just more space. As such, we leave it completely up to you. |
15 How do I place an order?
You place an order by simply going through our online sign up process. Please visit www.netricksweb.com and select the server that you wish to order and click the "Select" and then "Checkout" button provided. |
16 How do you handle a server that has been discovered to be spamming?
The server(s) are immediately shut down and the offenders have to deal with our Abuse department to remedy the issue. It does depend on the severity of the problem. If the server is spewing out trash then we are forced to shut the server off to protect the others on that subnet. If it is merely a couple of complaints then we will contact the server owner to rectify the issue. In the event the owner does not respond in a timely manner, the server will be taken down. |
17 How does netricksweb detect intruders (hackers)?
Yes, we utilize various forms of Network IDS and monitoring but the security of your server is the server administrator's responsibility. |
18 How is netricksweb connected?
All of netricksweb's datacenters are fully switched and fully redundant, multi-homed networks using Cisco equipment. The connection sizes vary by datacenter, but range from a minimum of dual OC12 connectivity, up to dual OC48 pipes in our newest datacenter. Our datacenters all use premium bandwidth providers including Peer1, SBC, Allegiance and Time Warner. |
19 How long does it take to set the servers up initially?
We guarantee 48 hours after approval of the order to set the server(s) up. There is a Fraud Check protocol in place as well as waiting on fund collection. As a general rule if the order is placed during normal business hours, Monday through Friday (Central Standard Time) it takes under 12 hours, but there are of course exceptions. |
20 Is Support available 24/7/365?
Yes, through the netricksweb ticketing system. There are support staff here to answer those tickets 24/7/365. |
21 Is there a guarantee on hardware components?
Yes. In the event of a hardware related problem we will immediately replace any failed component at no cost to you. Replacements are usually made within a few hours, although there is a 24 hour guarantee. The entire agreement can be found at this link. |
22 May I get more IP's from netricksweb?
Of course! Simply login to your Mynetricksweb portal and submit your request via the ticketing console. We are subject to the ARIN Justification rules, same as everyone else, and must justify our IP usage. When you request additional IP's, we will forward you a form you must complete (in the ticketing system) in order to receive the additional IP's. Each additional IP costs $1.00 US. |
23 May I run my own name servers?
Yes you may. While we highly recommend using our name servers, if you have a specific need, we do not stop customrs from hosting their own. |
24 Does netricksweb have name servers for its customer's use?
Yes we do! In addition, the hostnames of our nameservers are not 'netricksweb.com', as it is a common request that the name servers not have the server host in them. We intentionally chose generic names for our name servers for this purpose. |
25 What are the advantages of netricksweb?
Self-managed are our core business.
We are specialists and NOT generalists.
We provide the most reliable, low cost and low risk dedicated server hosting on the web.
We were founded by Richard Yoo, who also created Rackspace Managed Hosting - a leader in the market today. As such, we know what we're doing.
It is no hassle hosting. No contracts, so virtually no risk.
Just try us out for one month, and if you don't like it then walk away. That is the beauty of it!
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26 What is your policy on spamming?
We do not allow spamming. The exact response we give to complaints of spam from a server on our network vary based on severity, from contacting the server administrator to work with them on the issue to immediate server disablement and account closure. It is all done on a case by case basis. That said, if you run a legitamite opt-in mailing list, you should have nothing to worry about. |
27 What processes are in place to support server hardware failure?
We fully support the server's hardware. In the event of a hardware failure, we will replace it at no cost to you. Our exact hardware guarantee is available at this link. |
28 Where is netricksweb located?
netricksweb is headquartered in San Antonio, TX. We also have a datacenter in Virginia, with more to come soon! |
29 Will I have root (super user) access to my server?
Yes. We provide full root (Administrator) access to all your servers, from the moment they're put online. |
30 Will netricksweb move my domain (migrate) to my new server for me?
You will be responsible for uploading your site(s) to the server. There is a great deal of liability involved in migrating data, especially from another hosting company's server's, and as such netricksweb does not do server migration for you. |
31 What are your default video settings on Windows servers?
This is based on the Remote Desktop protocol, which has a restricted limit. You are free to install a third-party desktop control program (such as VNC), which allows higher resolutions and color depths. |
32 Do you allow streaming?
Yes we do, in some physical locations. Please contact our sales department for more information on this. They can be reached by phone at 1-877-642-2600 or email at sales@netricksweb.com. |
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| Billing |
1 What is the time between billing cycles?
It is important to note that billing is done on a 30 day billing cycle, not "month-to-month". You will receive a bill every 30 days. |
2 How do I cancel my server?
Please login to your Mynetricksweb portal and submit a request through our ticketing console. |
3 Do you accept PayPal?
We accept the PayPal MasterCard only. |
4 How do I go to a higher performance server?
You can place the order for your new server at least one week before your current server gets invoiced for the next 30 days. Once you've done this, you will need to send an e-mail or ticket to our billing department notifying us that you have placed your order for the new server and request the 1 week migration special. Once this has been done, we will extend the current servers billing cycle by 7 days and schedule it to go offline after the 7 days has been exhausted. This will allow you two weeks to migrate to your new server and avoid having to pay for two. Please be aware that it is the customer's responsibility to migrate the data between servers, netricksweb does not offer this service. |
5 How am I billed monthly (prorated)?
We do not prorate, due to the fact that we do not bill month-to-month. Billing is done on a 30-day cycle. |
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| AUP/TOS |
1 What/where is the AUP Policy?
The AUP Policy document is at this link. |
2 Help! My Server has been suspended for an AUP violation, what do I do now?
If your server has been suspended for violating our AUP policy, please send an email to info@netricksweb.com with your customer number and IP address so that we can provide a solution to get your server online. |
3 Why does my IRC server not work?
We do not allow IRC servers on our network. If you are caught running an IRC server inside our network your account will be terminated. |
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| Mynetricksweb |
1 What does the 'hide' button mean?
This is a feature that allows you to hide servers in your account that are no longer active, such as migration services. This is so you may only deal with the active servers at hand. |
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| Support |
1 How does SMTP authenticate senders?
By default it usually doesn't, it utilizes IP address based access lists. The control panels tend to include SMTP AUTH or POP-before-SMTP authentication in their MTA's. |
2 What is the typical turnaround time for ticket requests?
It varies based on the type of request. We have a 24 hour guarantee for replies submitted via the ticketing system, but it is typically a far more rapid process. |
3 Will netricksweb install SSL (Secure Socket Layer) certificates on my server?
SSL comes enabled by default with all our servers. You must provide the certificate; SSL (Secure Socket Layer) is required for secure transactions over the web. You may secure a single domain using one certificate, and each domain with a certificate must be on its own IP. netricksweb Support will install SSL certificates for a paid support ticket. |
4 Why do I have to justify just a couple of IP's?
This is because we are subject to ARIN justification rules. When we go to ARIN to request more IP's, we must show justification for what we already have. Therein lies the reason for requesting justification from you for any increase in IP space. |
5 What is netricksweb responsible for in terms of support?
netricksweb is responsible for the hardware and the network. General questions about services, adding services, hardware-related problems and reboots are all included under our standard offering. Anything outside of this scope you will be able to purchase tickets for. The servers each come with 3 Support tickets for free (Move-In Bundle) to help you get moved in and settled. We are a "Self Managed" solution - it will be your responsibility to administer the server. Many common administration tasks are simply not covered by netricksweb Support, due to time constraints. The idea is it is cheaper to purchase a ticket to help us solve a problem than to hire a full-time admin. We are there for one-time issues, but we are not full-time server administrators. If you never run into a software problem you can't fix, you will never have to pay for Support. |
6 What is name based hosting? Do I need an IP for each domain on my server?
You do not need an IP for each domain on your server; that is what name based hosting is all about. In a nutshell, when a browser requests a webpage, it includes the domain its requesting it from in the form of a Host header. The web server can parse that Host header and grab the requested file from the directory structure of the intended domain target. In this way, the IP can be the same for many, many domains. |
7 What do I need to add an e-commerce store to my server?
There are 5 neccessary components for an online store.
1. An e-commerce software package (store front).
2. A shopping cart. In many cases, both 1 and 2 can be handled by a single piece of software.
3. An SSL certificate. This is neccessary in order to encrypt the traffic from your website when your customers are submitting their payment details, etc.
4. A payment gateway - this is an organization that will handle the transactions for you. Examples would be CCBill, AuthorizeNet, PayFloProw, etc.
5. A Merchant Account - this is set up through your bank. |
8 May I change to a different control panel software if I do not like the one I ordered?
You may. It is generally not possible to cleanly uninstall an existing panel and install a new one, so our policy is to do an OS Reload, which formats the drive and installs a new OS, with the different control panel. If you're migrating customers at the same time, it is generally preferred that you sign up for a migration server. |
9 How can I run a game if the server only has 8 bit color?
Most game servers do not require a good video subsystem; they do not use it. A handful of games do, and a few others have badly written installers or no seperate dedicated server binary to use on a server. In such cases, you can usually install a third-party remote desktop program such as VNC, log in using that, then try again. |
10 How do I install software from a CD to my server?
This depends on the package. In many cases its a simple matter of either copying the contents of the CD to the server and running them from there, or copying the installed program over to your server and running it directly. |
11 How do I create a Support ticket?
Simply go to our site and click on "Mynetricksweb". Login and click on "Request Support". Choose the proper Service Category that your request falls under, fill out the rest of the form in its entirety, and then submit it. You should receive an update within a few hours, at most. |
12 How do I access my Windows server remotely?
By default our Windows installs come with Terminal Services running, otherwise known as RDC (Remote Desktop Connection). There is an end-user RDC client on your PC if you are running Windows XP. Go to Start, Programs, Accessors, Communications, and then to Remote Desktop Connections. Alternatively you can install VNC or PCAnyWhere if you so choose. |
13 How do I access my Linux server remotely?
By default our Linux servers come with sshd and webmin already running. Connection information on both was sent to you in your Welcome Letter. Webmin is web accessible; for ssh, on Windows you'll need to download an SSH client such as the freely available PuTTy, then login using your Primary Userid. You cannot login via ssh directly to root by default. |
14 What does '3 Ticket Bundle' mean?
Each netricksweb server comes with 3 free "Move-In" tickets. These are complimentary Support tickets from netricksweb for starting with us and they are there to help you get moved in to the new server. |
