Frequently asked questions

Within 24 hours on working days for hosting, VPS, CDN and storage plans. Dedicated hardware and private cloud take one to three working days because a machine is built and burned in for you.

Panel address and credentials, server IP or hostnames, SSH or SFTP details, DNS records to set, backup schedule and the name of the engineer who built the environment.

Yes. Hosting plans include migrating existing sites; server plans include help with data and configuration. The process is described on the migration page and the old environment stays reachable for a week as a rollback.

Tell us within the first month. We move you to the right plan and settle the difference; if the new plan is cheaper we credit the remainder against the next period.

Ubuntu LTS, Debian, Rocky Linux and Windows Server on the plans that come with root access. Managed hosting and managed WordPress run on our own tuned Linux stack and are not selectable. Ask if you need something that is not on that list and we will say plainly whether we can support it.

Where the vendor allows a transfer, yes: control panel, Windows Server and database licences you already hold can be applied to your environment. Where you have none we buy at cost and state the amount before you order.

On VPS, dedicated and private-cloud plans, yes. Shared hosting and managed WordPress are administered through the panel, because the isolation that keeps neighbours safe depends on us holding root.

We patch the hypervisor, the operating system of managed plans, panels and our own tooling. On plans with root access you own what you install on top; we can take that over as a managed agreement.

Daily backups with 30-day retention on hosting plans, weekly snapshots on VPS, daily with off-site copies on dedicated and private cloud. The Backup & Object Storage plan adds immutable retention that even we cannot delete before the period ends.

Hosting plans use a standard hosting panel with file manager, databases, mail and one-click SSL. Server plans get a panel for power, console, snapshots, networking and firewall rules.

Yes on VPS and dedicated plans. Licensing is billed at cost and stated before you order.

Mailboxes come with the hosting plans and are set up together with the domain and the DNS zone. On server plans we can install and configure a mail server for you. We do not host bulk or marketing mail sending.

Tell us and we move you up. The amount already paid is credited in full against the larger plan, so you pay only the difference. Growing a little rather than a lot is usually an add-on instead: extra storage, another IP address, off-site backups.

By email, by the form on this site, and by callback on Growth and Scale plans. Enterprise Private Cloud includes an on-call engineer around the clock. Every plan has a first-response target listed on the support page.

We keep the platform healthy and will point at the cause when an application misbehaves. Development work is a separate engagement, quoted before anything starts.

Planned work is announced at least five working days in advance and scheduled outside business hours in Central European Time. Emergency security work happens sooner and is explained afterwards.

The engineer who built your environment is named in the welcome email and handles planned work on it. Day-to-day tickets go to whoever is on duty, because queueing behind one person makes answers slower rather than better. Kubernetes Platform includes a named engineer, and Enterprise Private Cloud an on-call engineer around the clock.

We write a month before the end with a renewal link at the price valid then. Nothing renews automatically and no card is stored for a future charge.

Before provisioning starts, in full. Afterwards the pro-rata rules on the provisioning and refunds page apply.

Inside the European Union: production, backups and the replication target. Nothing is copied to another region without a written agreement.

Yes, on request, before or after ordering. The privacy notice sets out roles and categories of recipients.

Ask, and we hand over a full copy of your data in a usable format — archives for files, dumps for databases, images for virtual machines. There is no exit fee.

You do. We claim no rights over it, we do not analyse it and we do not use it to train anything. We hold it as processor on your instructions, and you can ask for a copy or for its deletion at any time.

A plan is paid once for twelve months, so there is no instalment to miss. If you do not take the renewal offer, the service ends when the term ends and the data is kept for 30 days before deletion. Ask inside that window and we hand over a full copy.