Pre sign up questions

[Kanly]

Hi

A few of questions before signing up:

What is your average initial support ticket response time? There is nothing more frustrating than having a technical problem on a site and not knowing when to expect a response.

Do you plan on having phone support?

Are there any additional costs for jobs requested on support eg enabling SSH?

What is the cost for additional bandwidth usage? There could be cases when an upgrade to a higher level service is unnecessary - ie a one off campaign.

What security do you have in place to prevent DDoS attacks etc?

Is there an additional monthly cost for using an SSL cert?

Thanks

 

[Wendy]

Hi Kanly,

Thanks for stopping by with your inquiry.

To answer your questions,

1) On average, technical support tickets are responded to by technical support staff within minutes. We provide global 24/7 support coverage every day of the year so that we can always assist you with any issues.

2) No, we do not have telephone or live chat technical and billing support. All support is handled efficiently through our ticketing system via our secure customer portal, My Rochen: http://www.rochenhost.com/about/my-rochen-overview

3) There are no "hidden" costs with our services that are listed on our website. In some cases there may be a fee (such as a migration fee to move between servers or customer accounts), in those specific cases though we would ensure that you are informed before we proceed. For a request like asking to have SSH enabled, we would not charge you a fee.

4) Our shared hosting plans - Business and Reseller - are not scalable. You wouldn't be able to add extra data transfer to a Business Plan 1, for example. What you would do if you exceed a plan's resources is upgrade to the next plan up. You'd just need to open a technical support ticket and we'd assist you with that. You can also set notifications up in your cPanel so that you are informed via email should you be reaching your limits. That way you can request an upgrade when necessary before limits are met.

5) We do have measures to protect our customers against DDOS attacks. For security reasons, that's not something we can discuss openly though. Basically, the types of sites that would attract DDOS are not welcome, nor would be any site that violates our Acceptable Use Policy: http://www.rochenhost.com/legal/acceptable-use-policy

6) To have an SSL certificate installed you would need to purchase a Dedicated IP address from Rochen. Dedicated IP's are an additional $5.50 USD per month or £2.95 GBP. You'd also need to purchase an SSL certificate from a provider of your choice at whichever cost they are sold for.

Let us know if you have any further questions!