Frequently Asked Questions about Virtual Private Servers and Hybrid Servers

• Do you offer a money-back guarantee?
  • Yes, all our hosting packages excluding Dedicated Servers include a 30 day unconditional money back guarantee. Domain purchases are not eligible for refunds. (Please note: Only new customers are eligible for our 30 day money back guarantee.)
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• How long does it take for my account to be activated?
  • Your account is normally setup within 3 hours but we guarantee within 24 hours from the time you place the order. This is due to the fact that each order will need to be manually checked to prevent fraud. You will receive an email from KnownHost once your order has been approved. Dedicated Servers will be delivered 3-4 days from the time the order is processed.
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• What type of payments do you accept?
  • We accept credit card (Visa, MasterCard, American Express) as well as Pay Pal. On a per customer basis we will accept checks.
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• Will you migrate my hosting account/websites from another provider?
  • Yes, as long as your are using the same control panel. Please follow the normal order procedure. Once you receive the welcome email please submit a support ticket through our support portal.
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• How many IP's as well as nameservers do I get with your shared or reseller accounts?
  • With a shared or reseller account, you use our IP as well our nameservers. We do allow you to purchase additional IP's for $1/mo each and we also will create custom nameservers upon request. Please submit your request to sales@knownhost.com after you place your order.
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• Can I purchase exclusive IP's for my shared or reseller account?
  • Yes, for $1/mo you can add Dedicated IP's to your account. Depending on the hosting plan you receive free IP's by default. Multiple Class C's are available upon request.
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• 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.
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• Can you register domain names for me?
  • Yes, we can register a domain name for you through the purchase of one of our hosting packages.
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• Do you have an uptime guarantee?
  • Yes, we offer a 99.9% network uptime guarantee.
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• What type of support do you offer?
  • We offer 24/7 support on all hosting services via email and/or our helpdesk found here: https://support.knownhost.com/.
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• 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.
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• Do you offer managed VPSs and Dedicated Servers?
  • Yes we do offer Fully Managed VPSs, Hybrid Servers, and Dedicated Servers. For more detailed information please visit our Managed Support page.
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• 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.
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• Where are your servers located?
  • We have servers located in the Colo4Dallas facility in Dallas, Texas and Digital Realty Trust facility in Los Angeles, California. For more detailed information please visit our Network page.
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• Can I host adult, warez or illicit sites or content?
  • No, please see our TOS for permissible and non-permissible content.
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• 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.
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