Frequently Asked Questions

Basic Web Hosting Questions

Basic Web Hosting Questions

 
What are the setup fees and monthly costs involved?
TRK Hosting charges a one time setup fee depending on the size and type of webhosting package ordered. The full rate charts for available hosting packages are shown on the Web Hosting pages.

How do I set up my email?
TRK Hosting web hosting clients can set up POP Accounts, Forwarders/Aliases, & Auto-Responders in the Web Browser Control Panel that comes with every TRK Hosting web hosting package. This can be done by yourself, and without any assistance from the TRK Hosting staff. However, we do provide assistance if you have any problems.

How do I upload my files?
All TRK Hosting web hosting packages allow the usage of FTP, File Manager, MS FrontPage™, and other web development publishing programs, to upload files to your website.

Is there a trial period or money-back guarantee?
TRK Hosting offers a full 30 day money back guarantee. No questions asked. If you are not happy for any reason, cancel your TRK Hosting service within 30 days of signup and your full setup fee and monthly costs will be refunded. The only exception to a refund, is if you violate TRK Hosting Terms of Service (TOS). Violations of the TOS usually are due to spamming, hacking, and illegal content. Your account can be cancelled ONLY by submitting a cancellation note via email.Other methods of cancellation are not valid.

How fast are websites set up?
TRK Hosting strives for a setup time of no more than 60 minutes per order. If an order is placed during normal business day hours, orders may be processed in only a few minutes.
Does my website get a control panel?
Yes. Every TRK Hosting web hosting package comes with a web browser based control panel. The control panel includes many features such as; email configurations, chat rooms, mailing lists, pre-installed cgi scripts, databases, chat rooms, and much, much, more.
If you like to see the CPanel domain control Software in action please request a username and pass for the demo.

How am I billed?
TRK Hosting invoices you via email by request. You can request a monthly statement via email as well, at any time. Hard copy invoices can be mailed for those resellers that request such. You will receive an invoice for each service/account order every month on the same day the service was ordered (if it is a monthly service). Special arrangements can be made for custom billing requirements. TRK Hosting accepts Visa, Mastercard, American Express,Bank Wire Transfers, Western Union , Money Orders, Electronic Checks, and Cash.

How much assistance do you provide for my website?
TRK Hosting will assist you with all support for services provided directly through TRK Hosting . TRK Hosting will help you with basic settings for your email software and ftp client, as well as assist you with using the web browser control panel. TRK Hosting is not responsible for teaching you how to use another company's products. Example: TRK Hosting will assist you with the settings for using MS Frontpage™, but we will not teach you how to actually use the product itself. You need to contact the software maker in such a situation, who provides tech support for how to use their product. TRK Hosting cannot even attempt to support all the thousands of software products on the market. TRK Hosting will attempt to provide some tech support for the most popular programs our clients use. TRK Hosting is not responsible for assisting with your own programs and cgi scripts. If you choose to install your own programs and cgi scripts on your site, you are responsible fully for installing them. TRK Hosting will provide support for any program or cgi script that we provide pre-installed with your web hosting package. TRK Hosting is not responsible for designing, nor developing, your website, including HTML and/or images. TRK Hosting will attempt to give a quick look at your design/development problem, and offer a suggestion if it is a small issue. Anything complicated relating to design/development is not the responsibility of TRK Hosting. As always there are exceptions to the Rule. If time allows and we feel that we can make you happy by solving a problem for you, we of course will do our best to do just that.

What if the hardware fails?
TRK Hosting stocks replacement parts for all servers. TRK Hosting is always building new servers for our shared hosting clients, as well as our dedicated server clients, so a full inventory of parts is maintained. Hardware failures are uncommon, but they do happen, and are a part of the hosting business. TRK Hosting repairs all failed hardware promptly, to minimize any downtime caused by such.

Are there any hidden costs?
No. All costs are stated plainly on our website. We do not hide fees in fine print, 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. TRK Hosting very often overlook slight overuse of space or bandwidth. we're not that picky. You may upgrade your packages to the next size up, should you see an increase in disk space levels or bandwidth usage for the current month, and not want to pay for such additional usage. Disk space usage and availability, as well as estimated bandwidth usage, is available to you in the majority of the control panel versions included with the hosting packages. 

Do I need a dedicated IP Address?
 No you do not. In a shared hosting environment, all domains are forked by the web server software to correctly identify your domain with a shared IP address. The only time you would need to purchase a dedicated IP address during signup or at a later date is when you have ip specific requirements.
SSL Certificates for example are IP specific.

 What is Cpanel™? Do you have a Demo?
CPanel™ is the brand name of the web browser control panel software that TRK Hosting utilizes on its web hosting packages. A demo of the control panel can be seen upon request. Please send a request to support@trkhosting.com

What happens if I decide to leave TRK Hosting
You are free to leave at any time. But of course we'll be sad.

Is there a discount if I pre-pay for several months in advance?
TRK Hosting offers 2 months free for all yearly advanced payments. Pay for 10 months of service, and receive 2 months free.

Does my website have their own IP number or is it shared?
This depends on the type of hosting packages you order. Traditionally all TRK Hosting hosting packages are on a shared server, however Dedicated IP Addresses are available upon request. TRK Hosting dedicated servers have the ability to utilize IP based, or IP-less, virtual hosting configurations.

What type of support do you offer? Average Response Time?
TRK Hosting offers support to our clients 24/7/365 via  web based ticket system, email. A pager number is also available for dedicated server clientele. We strive for response times of no more than a few minutes. During after hours EST will take no longer than a couple of hours. Response times of just a few minutes are the norm  during normal business hours. TRK Hosting has recently implemented a web based support ticket system, which integrates all incoming support email into it. The ticket system tracks support inquires by "time waiting" for response from the support dept. The TRK Hosting administration carefully monitors that the TRK Hosting support staff maintains a fast response time, with courteous and helpful service.

What are the hardware specs of the servers?
Every server at TRK Hosting has different specifications. Whenever a server reaches what we feel to be the limit, another server is built. TRK Hosting is constantly upgrading the server hardware and software on our network. If more drive space, memory, or faster processors are needed, they are added in at that time. All shared servers are dual processor systems, with 2000MB RAM, and 160mbps SCSI hard drive(s).  All TRK Hosting servers run spare hard drives for backup requirements.

Can I have adult content on my website?
Yes, you can have adult content on your websites, as long as it is LEGAL. No Child Porn, Horses or Dog stuff.

May I view your Terms Of Service?
The TRK Hosting terms of service (TOS), including policy and service guidelines, are available online at: http://www.trkhosting.com/terms.htm.

How long have you been in business?
The company has been in business since September 19, 1998 .

Do you support International domain names and clients?
TRK Hosting can host all international domains on its servers. TRK Hosting can accept foreign clientele, just please be advised that all correspondence must be conducted in either english or german. The client is responsible for handling the registration process of foreign domain name(s). This must be pointed to name servers on the TRK Hosting network as assigned, or you can use other name servers and route the domain name to the IP address you are assigned. TRK Hosting 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. TRK Hosting will assist you however, with any technical information need to accomplish this.

How do I transfer my domain name? (Registrar Change)
TRK Hosting will attempt to file the necessary electronic forms for your domain name transfer with InterNIC. If TRK Hosting is unable to file such with your specific domain name registrar, TRK Hosting will send you instructions on how to do such yourself, including all necessary technical details. Clients may opt to not have TRK Hosting handle the domain name transfer, or to delay doing such, as an option on the web hosting order form required for signup.

Simply transferring your domain to our servers involves nothing more than changing your name servers to the ones assigned to you during the signup process.

What if my site breaks your "acceptable usage policy" rules?
Users' sites may be suspended for violations of policy, or if extreme, or second time offenders, sites may be cancelled. Each occurrence is dealt with on a case by case basis, and we try to work things out with every client. Notifications will be sent, if TRK Hosting takes any action on your account. We experience problems mostly with accounts that send spam email. If a valid complaint is received this account will be terminated.

What if I want to upgrade my website?
You may upgrade or downgrade your TRK Hosting web hosting package at any time. You will be required to pay the difference in the setup fee for your current plan, and 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.

How is my website monitored?
TRK Hosting maintains internal and external monitoring systems for every server in the TRK Hosting Data Center . The servers are checked every 5 minutes via network monitoring software. TRK Hosting monitors uptime as well as individual features and services running on each server. TRK Hosting staff is notified via alarms, email, screen popups, and paging, if a problem occurs.

What is the uptime?
TRK Hosting strives to maintain a 99.5% 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 (ie...Verizon™ cutting a fiber line somewhere), backbone peering point issues (ie...UUnet™ having a router go down in Virginia that wipes out internet service for the entire East Coast), hard drive failure (faulty hardware is rare, but cannot be predicted nor avoided), as well as network floods, hacks, and attacks. If TRK Hosting fails to meet it's 99.5% 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. TRK Hosting does not credit a full month's service if we only have 99.4% uptime. This would not be financially healthy for TRK Hosting , and in turn would only negatively affect the service level TRK Hosting provides to you. "Partial refunds for partial downtime" is our standard policy.

Do you have a Service Level Agreement ( SLA )?
The TRK Hosting terms of service (TOS), including policy and service guidelines, are available online at: http://www.trkhosting.com/sla.htm.

What is your connectivity to the Internet?
The Network Operations Center is connected via a fiber connection to our backbone provider. TRK Hosting utilizes a DS3, running at 45mbps thru Sprint™. A 2nd DS3, thru AT&T™, Broadwing™, Cable & Wireless™, or Global Crossing™, is being planned for installation in May/June 2001, for redundancy. An OC3, has been added in March 2002. The connection will run BGP4 (border gateway routing protocol) & SONET to maintain the speed and uptime. If one backbone line goes down, it will balance the load to the others. If one line gets congested, it will load balance the traffic. SONET technology is a high capacity, 100% fiber optic network deployed in a ring topology with a working, or "hot," path carrying data in one direction and a standby, or protect, path transmitting in the opposite direction around the ring. In the event of a fiber cut or service degradation, SONET equipment at the edge of each failing fiber segment isolates the failure and uses both working and standby fibers to create a new temporary ring. All of this happens within 50 milliseconds.

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 . APC™, Tripp-Lite™, & Liebert™ UPS Systems provide the power backups, along with Kohler™ generator systems.

What kind of security does the TRK Hosting Data Center have?
The TRK Hosting Data Center is a high security facility. Double metal security doors, with interior gating, protect the main entrance to the facility. The windows-less facility has advanced security, fire, temperature, and flood alarms, directly piped into the Security Monitoring Company via phone, cellular, and internet connections. A Police Station is less than two blocks away, and a Fire Station less than six blocks. A 16-camera digital video system monitors the interior and exterior of the Data Center . This video system is monitored internally at the facility and externally from the TRK Hosting Sales/Support office. The video data is recorded live both on and off site, and stored for several months ahead. Visitors cannot gain access into the facility without employee escort. The physical servers and equipment area is secured from the visitor's area by huge metal doors, as well as metal sheeting and bulletproof glass walls. Armed guards are planned for the future, but not a necessity at this junction.

What about software upgrades?
TRK Hosting 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, TRK Hosting immediately upgrades our systems. TRK Hosting auto-updates the Linux systems every night from security patch websites. As new software is released, including new versions of operating systems, TRK Hosting evaluates the new software. If the software's new version does not have any security issues, or bug problems, the upgrade is implemented.

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... TRK Hosting does not host such websites. If such material is found on a TRK Hosting server, it is deleted immediately and the user's account cancelled. Usually the target is the whole server itself. Hackers usually go after a server just to say that "they did", or to use the server to bounce off of to hack something more important. Rarely are any users' files on the server damaged, erased, or modified. For this reason, once a hacker is detected, a server can usually be cleaned up and the hacker locked back out within a matter of hours. At that time the server is restored to full security levels, as if the hack has never occurred. Most hackers get into a system thru valid user accounts. We recommend you use complicated passwords for your account. TRK Hosting strictly reviews all orders for new clients, to make sure they are legitimate. Unfortunately, some fake orders do get thru the system, and that is one way a hacker can gain initial access. TRK Hosting runs security checks on the servers daily, so even if a hacker does get in, they are found and dealt with quickly. Most hackers are not malicious, they are just playing or testing their abilities. If an individual attacks the whole TRK Hosting Data Center , measures are in place to cut off such floods and attacks automatically at the backbone level and the router level. TRK Hosting also uses firewall technology to fend off most common methods of flooding and attacks to the network.

How is extra bandwidth billed?
TRK Hosting maintains software on every server and on the switches to monitor individual website usage and server-wide usage. Bandwidth is billed per Gigabyte (GB) over your monthly allocation, rounded up to the nearest Gigabyte. Usually between the 3rd and 5th of the month you will receive your bandwidth overage billing, if applicable, for the preceding month's usage.

What is included in my website package?
TRK Hosting provides full hardware, software, support, and system administration for your TRK Hosting shared hosting solution. The software provided includes the operating system, ftp & email software, web server software, and a control panel. TRK Hosting even includes free e-commerce shopping cart software. Everything you need to conduct business on the Internet, or maintain a personal website, is included in your TRK Hosting hosting solution. TRK Hosting will provide basic support on services/software that we provide you with your account. TRK Hosting does not develop your website for you, nor provide tech support on how to use software products that we do not provide to your directly...even if we do support them. We are always more than willing to help you if we can though with external issues, time permitting...

How many sites are currently running on per server?
TRK Hosting does not have a set quantity of domains running on each machine. We find that ten domains can utilize more resources than 200 others. TRK Hosting monitors each server's performance levels and attempts to maintain a low server load average and high cpu availability. As needed, TRK Hosting will upgrade the hardware, to raise server performance. Individual domains that become to much for the server to handle, and utilize too much server resources, are moved to servers set up specifically for such resource intensive accounts. The only exception to this, are the "Supreme" hosting packages, which guarantee a maximum of 50 sites per machine.

Can I host more than one domain name per account?
TRK Hosting does not charge additional fees for every EXTRA domain name you point to your account. This applies to domain pointers only. An extra TLD with content should be set up via a different account or by signing up for a reseller account which gives you the ability to host unlimited domains. Each additional domain name parked on top, or to a sub-directory, receives one catch-all email POP account or forwarder for all mail to that domain name. Parked domain names do not receive a control panel of their own.
Why should I choose TRK Hosting as my webhost?
Simple. TRK Hosting maintains one of the most feature rich hosting packages on the market, so advanced that many hosting companies cannot compete. We are probably the first to prioritize support of our clients over profit maximization. TRK Hosting offers Cpanel™ & WebHostManager™ on it's packages, the premier software in the business. TRK Hosting offers a 30 day full money back guarantee for new clients that sign up...so you really cannot lose by selecting TRK Hosting . TRK Hosting has won several awards for providing some of the most complete hosting packages and support levels available. In a nutshell, we do not leave you hanging once you sign up for our services.

How do I get started?
Simple! Just fill out one form....the Secure New Account Order form! You will receive details shortly afterwards about how to proceed with your new TRK Hosting  Web Hosting Account!



Budget Hosting
500 MB Storage
5 GB Traffic
$7.95
Basic Hosting
2000 MB Storage
15 GB Traffic
$12.95
Supreme Hosting
4000 MB Storage
30 GB Traffic
$22.95