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FAQ Are there
any Set-Up Fees?How do I upload my files? Are there any Set-Up Fees? Back To Top ^ How much assistance do you provide for my website? We will assist you with basic support for services provided directly through Cogent Internet but our free accounts do only offer basic support. Paid clients however get full dedicated support, if you wish to read more about the technical support offered for our paid accounts, then click here. Back To Top ^ Are there any hidden costs? No. All costs are stated clearly on our website. We do not hide fees in fineprint, or in our terms of service pages. The only costs that are commonly found to occur beyond your expected flat monthly rates per service, are those due to increased disk space or bandwidth usage. Pricing for such is plainly stated on our website. Cogent Internet will in some cases allow you to upgrade your packages to the next plan, should you need an increase in hard disk space or bandwidth usage for the current month. If this level exceeds the next plan's specifications, you must upgrade to that account once the next month begins. Back To Top ^ What happens if I decide to leave Cogent Internet You are free to leave at any time. Your Cogent Internet services are on a monthly basis, without any required contract. Back To Top ^ Does my website have their own IP number or is it shared? This depends on the type of hosting plan you order. Virtual hosting plans such our free account and Plans 1-4 utilize a shared ip address. The Platinum plans recieve 1 free dedicated ip address. Dedicated IPs can be purchased for an additional cost of $15/month. Back To Top ^ What type of support do you offer? Average Response Time? Cogent Internet offers support to our customers 24/7 via live chat, and email. We aim for response times of no more than a few minutes. We make sure the Cogent Internet administration team maintain a fast response time, with courteous and helpful service. Back To Top ^ What are the hardware specs of the servers? Every server at Cogent Internet has different specifications. The average shared server is a xp 1800 Duron AMD processor system, with 1024MB RAM, and 160mbps SCSI hard drive(s). All Cogent Internet servers run spare hard drives for backup requirements. The network has a minimum capacity of transmitting 100mbit of data per second at any one time. Back To Top ^ Can I have adult content on my website? Yes of course! Adult sites that comply with all international laws are more than welcome to use our services. Back To Top ^ May I view your Terms Of Service? The Cogent Internet terms of service (TOS), including policy and service guidelines, are available online at: AUP. Back To Top ^ Do you support International domain names and clients? Cogent Internet can host all international domains on its servers. We can accept foreign clientele, just please be advised that all correspondance must be conducted in English. The client is responsible for handling the registration process of foreign domain name(s). This must be pointed to nameservers on the Cogent Internet network as assigned, or you can use other nameservers and route the domain name to the IP address you are assigned. Cogent Internet cannot handle the foreign domain registration process for you, due to the fact that we do not speak all of the potential foreign languages that may be involved. Cogent Internet will assist you however, with any technical information need to accomplish this. Back To Top ^ What if my site breaks your "acceptable usage policy" rules? User's sites may be suspended for violations of policy, or if extreme, or second time offenders, sites may be cancelled. Each occurance is dealt with on a case by case basis, and we try to work things out with every client. Notifications will be sent, if Cogent Internet takes any action on your account. Back To Top ^ What if I want to upgrade my website? You may upgrade or downgrade your Cogent Internet account at any time by selecting from one of our paid plans. Obviously, you will be required to pay the difference in the plan you are upgrading to, should you decide to choose a larger plan. You will then pay the new monthly fee for the new account package that you select. Back To Top ^ What is the uptime? Cogent Internet strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure, and does not include any scheduled hardware/software upgrades, nor "Acts of God". Our definition of "Act of God" includes; fire, flood, tornado, earthquake, telco fiber issues, backbone peering point issues, hard drive failure (faulty hardware is rare, but cannot be predicted), as well as network floods, hacks, and attacks. If Cogent Internet fails to meet it's 99.9% uptime guarantee, and it is not due to one of the above reasons, partial downtime credits will be made available to each client, upon request, on a case by case basis. Cogent Internet does not credit a full month's service if we only have 99.8% uptime. This would not be financially healthy for Cogent Internet, and in turn would only negatively affect the service level Cogent Internet provides to you. "Partial refunds for partial downtime" is our standard policy. Back To Top ^ Do you have battery backups and generators? Our Network Operations Center is backed up and protected by UPS (Uninterruptible Power Supply) systems. In a very rare case of utility outages, our auto-start generators start automatically taking over for the UPS system and supplying all necessary power for our Network Operations Center. Back To Top ^ What about software upgrades? Cogent Internet handles all software upgrades/patches on the shared hosting servers. We fully follow all trends in the industry, and monitor all support/bug announcement groups. If a new bug or security vulnerability is found, Cogent Internet immediately upgrades our systems. Microsoft™ regularly release patches for the Windows™ based systems, and Cogent Internet auto-updates the Linux systems every night from security patch websites. As new software is released, including new versions of operating systems, Cogent Internet evaluates the new software. If the software's new version does not have any security issues, or bug problems, the upgrade is implemented. Back To Top ^ What if the server my website is on gets hacked or attacked? Individually hacked websites are rare. If such occurs, usually they are a target for a reason; hate sites, pirated software, etc... Cogent Internet does not host such websites. If such materal is found on a Cogent Internet server, it is deleted immediately and the user's account cancelled. Usually the target is the whole server itself. We recommend you use complicated passwords for your account. If an individual attacks the whole Cogent Internet Data Center, measures are in place to cut off such floods and attacks automatically at the backbone level and the router level. Cogent Internet also uses firewall technology to fend off most common methods of flooding and attacks to the network. Back To Top ^ What is included in my website package? To view more information about our free accounts, and the specifications available, proceed to the information page for a breif overview on the plan. Back To Top ^ My account is inactive or doesn't work, why is this? Inactive accounts will be removed within 72 hours of thier creation if they are found empty or to still have the default members index.html in the base directory. Use your account, or it will be deleted. If you believe this was a mistake, then simply click here and re-create your account and remember to upload your website straight away to avoid your account being disabled again. Back To Top ^ Why should I choose Cogent Internet as my webhost? We promise to give you the fastest possible speeds and most efficient tech support available today, what more could you ask for...If you have any questions at all, please feel free to email our staff right away, at sal |
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