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 Frequently Asked Questions

We hope you will find the answers to all your questions here. If not, please contact us.

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Cloud Server Hosting

Why should I go with Smooth Cloud Host?

For the first time in the history of web building, there's finally an easy way to run your applications. Code it and load it. The Smooth Cloud Host takes care of the rest - monitoring, patching, configuration, security, scaling...

There's nothing else out there like it. Cloud Sites is an advanced, enterprise-level platform that lets you focus on what you're good at: developing in the technology you love. All the headache of server administration is our responsibility.


What does Smooth Cloud Host use for a storage system? Have you done anything there to make it redundant?

Nothing as important as your website should be served from a single hard drive, but you'd be surprised by how many web hosts have little more redundancy than a pair of crossed fingers. We're different - and for good reason. The advanced architecture powering our hosting solution uses groups of high-performance, network attached storage devices to reliably serve every web page, image, and email. Inside each storage device, drives are mirrored to each other in a RAID configuration to create a first level of redundancy. And, as a final precautionary measure, all data on the system is automatically backed up on a repeating schedule.


How often do you backup information?

Backups of your data are made on a nightly basis. However, the purpose of the backups is for disaster recovery on the server side. If for any reason a storage node on our side were to crash, our backups will be there to replace any lost data. That should give you peace of mind.

With that said, we recommend that you make periodic backups of your site and data to your local computer since we are unable to extract an individual site's data from the nightly backups. If you need a backup of your MySQL or MS SQL databases, they can be exported through our online utilities or by connecting directly to the servers using desktop software.


What version of Linux do you run? What about for Windows?

The Linux side of our platform is built on Debian 4.0 (Etch) and Red Hat Enterprise Server. On the other side of the fence, The Windows platform runs on Windows 2008 and IIS 7.


I've had shell access in the past. Why isn't it offered on Smooth Cloud Host?

Shell access is not offered based primarily on security reasons. We know that shell access has its benefits and we expect to have some level of access available for our customers in the future. Keep in mind however that many functions typically accessed via shell are still possible, including cron jobs, file permissions, and unzip.

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Smooth Cloud Host's Pricing and Scaling

What happens if I exceed my included amount?

While most customers will fall below the amount included in their plan, we have created fair and simple pricing beyond the base amount that means you pay ONLY for what you use and nothing more. There are no penalties for exceeding the included plan amounts. Scaled items include $0.30/GB for outgoing bandwidth, $0.50/GB for storage and $0.02 per compute cycle.


How far can I really scale?

The sky's the limit. (Pun intended.) Seriously. There are no limits.


What are compute cycles?

Compute cycles measure how much processing time your applications require on the cloud server. Using 10,000 compute cycles in a month is roughly equivalent to running a server with a 2.8 GHz modern processor for the same period of time.


How many compute cycles will my applications use?

Since web applications vary so greatly, it's hard to say. We suggest you think of it this way:
1,000 compute cycles would power:


How do I track my compute cycle usage?

The compute cycles you use are presented in your control panel in near-real time.


What goes in to calculating a compute cycle?

Mostly, CPU processing time. However, compute cycles also account for the disk I/O your application's operations consume. For example, a page with heavy database queries will consume more compute cycles in part due to the larger volume of disk I/O it requires.

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Smooth Cloud Host Client Support Services

What support is provided?

Smooth Cloud Host's support team will assist you with all aspects of the control panel, general connectivity issues (I.E. web, mail, webmail, ftp, and database) and basic website troubleshooting concerns. The support team members, however, are unable to assist in the installation of paid, open source, or custom code (PHP, ASP, .NET, etc.). With that said, our support team will do everything they can to help point you in the right direction if you need help installing a particular script.


How can I contact the support team?

Once you have activated support for a given domain, you can then select to enter live chat directly from your control panel. You will also be given a local and toll-free number which you can call to speak directly with our support team. Live chat and phone support are both available 24x7. In addition, we have added ticketing support, integrated directly within your control panel. Under the “Support” tab of your control panel, there is an option named “Tickets.” By clicking on this option you will be able to create, view, update, and rate any support ticket that you open with us.


Am I limited to a certain number of incidents or credits? And what does all of this cost?

As a subscriber to Smooth Cloud Host's 24x7 Support, you have our full attention. You can call or chat with any member of our support team 24x7x365. You are not limited to the amount of time you can spend with the support team, or the number of incidents you contact them about. You have a couple different ways to contact us: we're available via live chat, or phone. 24x7 Phone and Live Chat Support is available as an additional feature for $5 per month for the Minimal, Basic, and Business Plans. It is included free in the Business Plus and Business Advantage Plans.


What hours is support available?

We're staffed 24x7x365, so no matter when you're in jam, there will be a friendly Smooth Cloud Host support representative ready to assist you. Chat or call us anytime and talk to a real human being in the United States.


What type of response times should I expect from your support team?

Our technical support team is staffed around the clock to ensure fast resolution of all customer issues. Whether you call in on our toll free support number or chat live with us from your control panel, you should expect to interact with a live person within 60 seconds.


What is Smooth Cloud Host's support like?

Unlike most discount hosting offerings, Smooth Cloud Host's support team is instantly available 24x7 through online chat and by phone. And our unique team approach means that our support technicians sit right next to the admins who manage the hosting clusters and the developers who write the applications. That means they can always get you the urgent help you need and make sure your suggestions are heard.

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Billing

How does Smooth Cloud Host bill me?

Smooth Cloud Host has three billing options: monthly, quarterly, or annually. So, for example, if you opt for monthly billing, Smooth Cloud bills you every 30 days based on the day you signed up for the service. Your credit card will be charged for your monthly hosting fee on the first day your account becomes active. After 30 days have gone by you will be billed again for the next month of service. The exact charge will be based on recurring charges plus whatever additional fees you have incurred during that previous month, if any.


What forms of payment does Smooth Cloud Host accept?

At this time, Smooth Cloud Host only accepts credit card payments. We allow payment by Visa, MasterCard, or American Express.


What will appear on my credit card invoice?

You will see “The Hosting System” on your credit card statement.


How do you close an account?

To close your account, please contact us. Please keep in mind that all cancellations should be made before the start of your next billing cycle to avoid unwanted charges.


Is there a partner/referral program available?

No, Smooth Cloud Host does not currently have a referral program available. We are, however, planning to initiate one soon, so if you have someone you would like to refer to us, please contact us to see if there have been any updates.


Will there be a discount if I prepay for a full year?

Not currently. Please check back soon.

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Control Panel

What is my control panel like?

Your view is focused on adding email addresses, databases, and domain name pointers. The interface is built to empower clients to add and change functionality as it pertains to their website.


How do I access my contol panel?

Your control panel can be accessed using the link provided in your website welcome email OR by clicking the Log In link at the top of any of Smooth Cloud's webpages.

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Mail

Does Smooth Cloud Host offer webmail services?

Smooth Cloud Host runs a customized mail environment with one of the best webmail interfaces on the planet. It's a modern ajax-powered application. There's even a mobile view formatted for cell phones and PDAs. Also, you can check mail in desktop clients using standard IMAP or POP protocols.


Do you offer any anti-virus protection?

Antivirus protection is set up and enabled for all of your email accounts. Our email gateways filter incoming e-mail into two stages using two different software technologies. The software will automatically delete any suspected virus, and then deliver the message. Virus definitions are rapidly synced with the latest updates, and we have the capacity to handle large virus outbreaks without slowing down email delivery.


What about spam protection?

Our advanced email platform utilizes multiple levels of anti-spam protection. The spam filtering system protects your mailbox by gathering real-time spam intelligence from a number of sources and then actively using this intelligence to block spam. Tens of thousands of recent spam email characteristics are tracked, which alone identify the majority of spam. In addition, a number of third-party spam databases, several DNS checks, and several message-formatting tests are used when analyzing every email that comes in.

In addition, you can control personal safe lists and blacklists to further keep your inboxes clean. Safe lists allow certain senders (email addresses, domains, or mail server IP addresses) to bypass the anti-spam system. Conversely, blacklists allow you to block mail from certain senders. You can also control what to do with spam once it has been identified.

We aggregate all of this data into a collection of several thousand constantly improving spam tests, which are performed on every email that enters the email hosting system. The results of these tests are combined together to identify almost all spam with virtually zero false-positives.

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Software Applications and other Features

Are there any applications installed by default onto my account?

Nope. We prefer to think of your account as a blank canvas for you to install the scripts and programs you need. We do have some cool new features in the works that will make setting up some of the more popular Web applications quick and easy.


Can most programs be loaded onto Smooth Cloud Host's Servers?

Just about any Web application should run well on our clusters as long as the script meets standard server requirements. Generally, you just load an application onto Smooth Cloud Host's server and it should run unmodified. If you have questions about a specific application, just ask.


Do you offer any tools to aid in the creation of my websites?

Smooth Cloud Host does not provide any tools that aid in site creation. However, Smooth Cloud Host is a division of SmoothDesigners, a full-service, professional Web Design and SEO group who can assist you with your design and implementation needs.


I see that Smooth Cloud Host supports .NET. Which versions do you support?

Smooth Cloud Host supports .NET 2.0, .NET 3, and .NET 3.5 frameworks.


What about other add-ons like shopping carts, e-commerce applications, or SSL certificates?

You are welcome to install any shopping carts or other web applications you'd like to your hosting account. SSL services are now available. For a small additional monthly fee, you can enable SSL on as many of your sites as you'd like.


Which SSL certificates does Smooth Cloud support?

The primary certificates supported are:


Smooth Cloud Host supports the following chained certificates:
Available to be installed by Support Only: At this time, no other certificates are supported.


How does Smooth Cloud Host handle IP addresses??

Smooth Clud Host handles all of the IP address hassles behind the scenes. Smooth Cloud Host actually hosts your website on multiple IP addresses on multiple servers - so you don't have one unique IP address tied to your website. This logic is built right into our load balancing layer and ensures that if a server with a particular IP address fails, any one of the other servers is able to serve out your website content.


Do you provide the IP addresses or do I have to provide them?

You bring the sites and we'll handle the IP space.

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