FREQUENTLY ASKED QUESTIONS

Do you offer a money-back guarantee?

Yes, all our hosting packages excluding Dedicated Servers include a 30 day money back guarantee. Only new customers are eligible for our 30 day money back guarantee. If the TOS/AUP agreed upon when ordering is violated this also makes you ineligible for the 30 day money back guarantee. We also reserve the right to not accept a refund request on a case by case basis if we feel our services were abused and/or taken advantage of.

Do you have an uptime guarantee?

Yes, we offer a 99.9% network uptime guarantee back by our SLA, though in the real world we average over 99.99% day in and day out over the past decade.

How long does it take for my account to be activated?

VPSs are provisioned immediately upon successful payment and automated fraud check completion.* The system may take up to 5 minutes to deploy your VPS and send the welcome email. Dedicated servers are generally delivered in 12-24 hours.

* Orders failing automated fraud checks will be subjected to manual order review by our staff and will cause your order to be delayed.

What type of payments do you accept?

We accept credit card (Visa, MasterCard, Discover & American Express) as well as PayPal and ACH/eCheck payments. We do not accept mailed checks.

Will you migrate my hosting account/websites from another provider?

Yes, we provide free migrations from supported control panels and we offer professional services paid migrations for any custom needs. Once you receive the welcome email please submit a support ticket through our support portal and we will be glad to assist you.

Do I need my own domain name when signing up for a hosting package?

Yes, in order to purchase a hosting package you will need your own domain.

Can you register domain names for me?

Yes! We offer a full line of domain registration services.

What’s covered under managed services?

To learn more about what's covered under our managed support, please see our Support Coverage.

How do I submit a ticket?

We give you the option of submitting a ticket by simply sending us an email which can be tracked and monitored via our helpdesk. You can also submit a ticket through your billing login.

Do you offer managed VPSs and Dedicated Servers?

Yes we do offer Fully Managed VPSs, SSD VPSs, and Dedicated Servers. For more detailed information please visit our Managed Support page.

Can I upgrade my account at a later time?

Yes, you can upgrade your account at anytime. Please email us at sales@knownhost.com with your customer ID and we will take care of your request. Please note: once your plan is upgraded you can not request a downgrade of the same plan for at least one month.

Where are your servers located?

We utilize TierPoint's facilities in Dallas, TX; Baltimore, MD; Seattle, WA; and Amsterdam, NL. For more detailed information please visit our Network page.

Can I host adult, warez or illicit sites or content?

No, please see our AUP for permissible and non-permissible content.

Do your prices include VAT / Tax?

Our prices do not include VAT. If you are required to submit this tax, please follow your normal procedure.

How will I receive my login details?

You will receive your login details via email.

Is there any downtime if I upgrade my VPS?

No, upgrades are seamless and involve zero downtime.

When are my renewal invoices issued/due?

Invoices are generated 10 days before their respective due date.