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Brian last won the day on October 17 2019

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About Brian

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    Operations Manager

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    Buffalo NY

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  1. Usually this happens if whois/ID protection is not purchased with the new domain registration. Unfortunately there are individuals out there who have automated the process of looking for newly registered domains, they then scrape the public whois details to obtain the domain owners email, and they'll then spam you with offers for web design, hosting, or other web related services. You can add whois/ID protection to the domain (assuming your TLD supports it) after registration which would prevent your details from being exposed on future whois lookups, if you wanted to do that our billing team can assist through our helpdesk.
  2. Can you DM me your ticket ID if this is still an issue so I can follow up with you there?
  3. If your site is hitting its CPU usage limit that likely means you're using all available PHP processes trying to serve your requests. Often times this can be fixed by optimizing the application/software you're using to run the site. I'm making an assumption here and guessing you're using WordPress as it's our most popular CMS. If that's the case enabling LiteSpeed cache on your sites through cPanel using the LiteSpeed Web Cache Manager interface could solve all your problems. A quick look at their WordPress benchmarks when using caching shows how much of an improvement you'll see when utilizing caching. If that doesn't fix the issue then an upgrade to either semi-dedicated or a cloud compute would be your next step. As for which plan would be better our team can advise on that but we'd need you to submit a ticket for that so we can pull up your specific account details, investigate your usage, and recommend the right upgrade path.
  4. Thanks for your order! It looks like you've been setup at this point so you should have received your account information email with all the necessary login details to get started.
  5. Hello and thanks for signing up with us The domain is using / as its nameservers but doing a DNS lookup is failing which to me indicates your hosting accounts nameservers aren't actually / This would also explain why Lets Encrypt can't resolve the domain to issue an SSL certificate. I believe I've found your account and assuming I'm right you should instead be using / as the nameservers for your domains. Once this is updated Lets Encrypt should be able to properly issue you a certificate. If you want confirmation on the above please submit a ticket at so we can guarantee we're looking at the right service and we can also disclose account details we may not want to post publicly.
  6. Hello! Thanks for signing up with us -- usually if an order is pending for that long it did not pass our initial fraud check. With that said if the order is still pending at this point please PM me your registered email address so I can check the status for you. Thank you!
  7. Shared hosting and cloud web hosting offer the same features, resources, and pricing. The only difference is the infrastructure they're hosted on. Our cloud web hosting is available in New York City, Dallas TX, Los Angeles, and Singapore, so any orders in those locations are on the cloud. This hosting is different than cloud compute though, which brings us to... A cloud compute is your own private environment (think of a VPS). You have full root access, and you can configure the environment however you need. If you're not an experienced Linux sysadmin you can still use these plans, it's just strongly recommended you purchase cPanel/WHM with the plan as that will handle almost everything for you. Litespeed is not necessary, though it is beneficial for higher resource / higher traffic sites, especially PHP based ones. With that said you can add Litespeed at any point in the future so you can signup without it for now and if you find your sites performance having issues we can add it later (there's no downtime involved with the switch). cPanel/WHM however would be considered a necessity otherwise you'd need to manually install, configure, and maintain your LAMP stack, email server, database server, etc. Purchasing cPanel/WHM with the cloud compute will also give you an interface like the one you're used to using on our shared hosting to easily manage your sites, setup new domains and emails, all those functions. Our Singapore location is fully cloud based so all types of hosting (shared, cloud web hosting, cloud compute, etc.) are on that infrastructure in Singapore.
  8. Hello! This is a change that would need to be done by our billing department. If you submit a ticket through our team will be able to get your billing term adjusted as requested. Thanks!
  9. Hello! Unfortunately it's not possible to set different nameservers on subdomains as they inherit the nameservers from the root/parent domain and there's no way to circumvent that. In situations like this what you'd instead do is add an A record for your subdomain to point it to your desired host, and that would be done through your nameserver/DNS provider. So we'll use as an example. Our site is hosted through Cloudflare / using their nameservers/DNS, but now I want to point a subdomain to a non-Cloudflare host. I'd login to Cloudflare (nameserver/DNS provider) and point the DNS A record for to the non-Cloudflare host IP. If you need our help setting this up on your services with us you'd be best to submit a ticket at so our team can pull up your details and provide instructions specific to your account
  10. Hi! Sorry for the troubles! Our team has identified the issue and your ticket will be updated shortly. We do not want to disclose the details of this publicly as it was specific to your service/settings.
  11. Sorry for the troubles! This is a known bug with cPanel from their most recent update, unfortunately the issue is not on our side and as a result we're not able to implement a proper fix. The cPanel team has been notified, they have an internal ticket open, and we hope to have a fix in the coming days (if not sooner!). Thanks for your understanding
  12. There are no additional charges, and you can complete as many installations as you'd like on any shared hosting plan. WordPress is available through Softaculous in cPanel so installations take less than 5 minutes to complete. EasyWP is a fully managed solution so that is likely why there is a charge for them. wp-admin is the default login URL for WordPress sites so you'd have access to that backend on any installation through us as well.
  13. I apologize for the troubles here. Looking at your ticket history we're only seeing one ticket opened regarding this issue and that was replied to by Tony today. Can you please PM me the ticket ID(s) that you submitted but weren't replied to?
  14. Hello, I apologize for the issues you've seen on this server. Two days ago we did see a big load spike on the server which was resolved with a reboot. We believe that was a kernel bug as the problem has not recurred since. The downtime you saw yesterday was due to maintenance that was believed to have absolutely no service impact but a fault in a device caused it to have an impact. As to your questions: 1) We have both internal and external monitoring on all servers. This notifies us if a server sees a spike in CPU usage for example or other resources, and also if a server goes completely offline. 2) The status page is used for extended or large outages. We would not post a notice though if just a single server is down or showing high load. Yesterday for example during the Singapore outage we did have a notice up. 3) Mentioned above but you saw two separate issues, one from the kernel bug and then the other from the maintenance. It's worth noting we did bring additional servers online to help manage some other load spikes we saw in the Singapore cloud, so there is quite a bit more available CPU and RAM now. At this point you should be seeing the performance you've come to expect from that plan. Sorry again for the troubles and I appreciate your patience throughout all this.
  15. Hello! Can you please DM me your email address or order number so I can locate your details? Alternatively if you open a ticket with our billing team through we'll be able to assist through there as well. Thank you!