FREQUENTLY ASKED QUESTIONS

Hosting

We recommend getting a Hosting Plan adapted to your needs.

If you are willing to host a typical website with modest traffic, we recommend ordering a Shared Hosting Plan. Such plans are easier to setup and are more affordable.
If you are willing to host a website/application with a considerate traffic or/and requires a specific configuraiton, we recommend ordering a VPS. Such plans have dedicated resources and provide a full root access to setup your own server.

If I already have a website, can I transfer it to your web hosting?

You definitely can! Feel free to contact us to help you backup, transfer and setup your website without any extra fees.

I need a custom configuration, can you provide it?

We usually do not offer custom plans other than what we have on our portal. We however may make some exceptions based on the order duration and the feasibility of your request. We advise you to submit a ticket and we will gladly assist you. If we cannot answer your needs, we will do our best to give you our recommendations.

I need to upgrade or downgrade my plan, how should I proceed?

Downgrades and upgrades can be done through the Client Area.

Please be advised that:

In the case of a VPS, allowing an upgrade depends on the availability of resources.
You may need to contact us by submitting a ticket when requesting a downgrade on a VPS plan.
Downgrades may not be possible for Storage spaces to avoid data loss.

VPS

What do "Dedicated" vCores mean?

Every CPU is specified by a number of vCores. For example, in an AMD EPYC 7502P, there isa total of 32 Cores represented with 64 threads.

In a Dedicated vCores VPS, every 1 thread will represent 1 vCore and therefore the whole thread is fully dedicated for the VPS. This offers a maximum performance and stability since the vCore is fully dedicated for the VPS and not shared by multiple instances.

However, in a standard VPS, hosting companies may apply a ratio of 1:2, 1:3 or even 1:4 when specifying vCores. In a case of a 1:3 ratio for example, 1 thread is split into 3 vCores. This obviously affects the stability and performance of a VPS and may not be recommended if the VPS is needed for highly intensive applications like highly frequented web servers, video encoding, machine learning or research calculations.

Why are Dedicated vCores VPS more expensive?

As specified in the section above, one Dedicated vCore = 1 thread.
Meanwhile, in a standard VPS, one vCore = 1/2, 1/3 or even 1/4 of a thread.

This naturally means that in the case of dedicated vCores, a server will host less VPS instances and therefore they will be more expensive.

What happens when the Monthly Bandwidth Limit is reached?

Once the Monthly Bandwidth Limit is reached, the Network Rate Limit will be reduced from 256Mbps to 64Mbps. The VPS will keep operating normally.

Can I test Ping/Latency?

Yes, this is possible. In order to test latency with our VPS infrastructure, you can ping the following hostname(s) based on the tested location:

Finland: ping.exotecho.uk

Please be advised that these hostnames are from servers located in the same network as our VPS infrastructures.

Domains

How to order a Domain name?

The procedure to order a domain is quite simple and straightforward. All you need to do is:

Make sure that your domain is available.
Order your domain.

How to transfer a Domain name that I already own?

If you wish to transfer your domain to us, please follow these simple steps:

Initiate a Domain Name Transfer on your current Registrar Dashboard to receive a Transfer Code (Please make sure that your Domain Name is not locked)
Enter the Domain Name you wish to transfer and the Transfer Code.
Once The Domain Name to transfer and the Transfer Code input, confirm the transfer. Your Domain name should be transferred shortly.

I want to Transfer my Domain but the Transfer Code is not working

Please make sure that your Domain Name is not locked at your initial registrar.

SSL Certificates

How to apply a SSL Certificate to all subdomains?

For that, you will need a Wildcard SSL Certificate.

What is a Wildcard SSL Certificate?

A wildcard certificate is a digital certificate that is applied to a domain and all its subdomains. For example, a Wildcard Certificate for exotecho.com can be applied to all subdomains (my.exotecho.com, another-subdomain.exotecho.com, etc.)

I am not sure what to choose betwenn DV, EV and OV SSL Certificates

Please refer to our SSL store page. You will find a detailled explanation of the specification of each types with accurate examples.

SSL Certificates

Orders & Delivery

How long does it take for my order to be processed?

All orders are processed instantly by our system as soon as the payment is accepted. If you do not receive your order within 1 hour, please submit a ticket.

Can I use a different payment method than those suggested?

We can make exceptions for some payment methods like wire bank transfers. Please order your service and submit a ticket with your preferred method and we will do our best to assist you and simplify the processing of your invoice.

Refund & Cancellations

When am I eligible for a refund?

If you encounter any of the following issues, you are eligible for a full, partial or prorated refund:

A delivery delay.
An extended downtime.
A misconfiguration of your plan.

Some other issues may as well be eligible for a refund. Please submit a ticket to our Billing Department and we will investigate your case.

You can check our “Refund Policy” section for the types of refunds we offer for each common case.

Refund Policy

Abuses

How do you answer claims?

As a UK-based company, we process claims based on UK laws AND the laws of the country where the data is hosted. Any abuse will be addressed within a few hours.

What happens if you receive a legit legal claim?

We will contact the customer responsible for hosting the claimed content and ask to get the content removed within 24 hours depending the severity of the infringement.

If we receive multiple claims for the same content, the concerned hosting plan will be instantly suspended without a refund.

My content is illegally hosted on your servers, how can I get it removed?

In order to get content you own that is illegally stored on our servers, please send an e-mail to [email protected] and provide the following details:

URL of the infringing content
Original URL or document to prove the copyright infringement
Copyright owner name (Company name or Full legal name for individuals)
Authority to make this complaint
Title of the authority to make this complaint
E-mail address of the authority to make this complaint
Address of the authority to make this complaint
Phone number of the authority to make this complaint

Please be advised that claims missing the requested details will be considered as void and will therefore not be taken into consideration.

FREQUENTLY ASKED QUESTIONS

Hosting

VPS

Domains

SSL Certificates

Orders & Delivery

Refund & Cancellations

Abuses

Services

Help

Legal

Client Area