Future Hosting Support FAQ

1. What type of Support do you offer?
Future Hosting offers 24x7 ticket support. Future Hosting guarantees a three hour response time to all tickets and averages just under an hour.

2. How do I communicate via tickets?
Future Hosting's customer management portal serves as the vehicle for service delivery of all technologies. You will communicate Sales, Support, and Accounting Requests via the help desk.

3. How many IPs do I get?
Depending on your package, you may receive anywhere from 1 shared IP to multiple dedicated IPs.

4. What standard Operating Systems (OS) are installed?
We will offer the following operating systems: CentOS, Fedora, Ubuntu and Debian.

5. Do you have battery backups and generators? What about the physical security of the datacenter?
Yes, we have Diesel Generators, HVAC Units, and a Pre-Action Dry Pipe Fire Suppression. Additionally Proximity Security Badge Access is required and we do monitor the datacenter via video surveillance.

6. Will my server be backed up regularly?
You can purchase a network-attached backup plan from us. Future Hosting offers its Future Protect program which makes backups of all VPSs at 6 hour intervals; however, you should maintain your own set of backups in addition to these.

7. What database options do you offer?
We offer MySQL. Most database options are for dedicated servers. MySQL is available for many shared/reseller packages.

8. Does my service get a control panel? If so, what control panels do you offer?
We offer the following control panel options on most packages: Plesk with Power Pack cPanel / WHM w/ Fantastico and RVskin

9. Do you offer Remote Reboots?
Yes, you can reboot your dedicated server using the IPMI software. If you have a VPS, you can reboot your VPS using PowerPanel. Shared/reseller servers cannot be rebooted by the clients.

10. Will I have full, root access?
You will have root/administrator access for all dedicated and VPS packages.

11. Where can I find the hardware specifications of my server?
You may submit a ticket to the billing department asking for the details of your server and a representative can provide you with the appropriate details.

12. What is SSL and do I need it? Do the servers support it?
SSL (Secure Sockets Layer) is a method of encryption, needed if the server is either sending or receiving confidential information. Future Hosting's servers will support SSL, and we recommend purchasing your certificate through an outside vendor, such as GeoTrust.

13. Can I manage my own DNS information and records?
You are free to run your own DNS server if you choose.

14. Do you provide OS hardening?
Our standard server delivery utilizes vendor best practices approach paying special attention to security guidelines. As delivered, your server is "internet ready" and all you will need to do is configure your server and load applications. We provide a OS hardening service for our managed VPS packages free of charge. For dedicated server hardening, you should contact the sales department for a custom quote.

15. Do you provide OS Reloads for free?
Automated OS reloads are free for dedicated servers and can be completed by sending a request to the billing department. Custom OS reloads are available at a $30 charge and must be scheduled.

16. Will you teach me how to use Plesk/cPanel?
Your server will be deployed with the OS and control panel installed and ready for production. Both Plesk/cPanel offer a graphical user interface (GUI) and are very easy to use. However, due to the extensive features sets and server control, you should anticipate spending 2 to 8 hours learning the entire user interface if you are a new user. The companies that develop the control panels offer extensive forums and knowledgebase’s that you should use.

17. What is a Dual Core processor? Why is it better?
A Dual Core processor is essentially two processor cores on one chip. It is like having a dual processor system in one processor. We stock dual core machines from AMD and Intel.

18. What covered under a managed package?
With any managed package we offer 24 x 7 support for anything installed on the VPS upon delivery. This includes PHP, MySQL, Apache, mail servers, etc. While we will attempt to provide best effort support for third party software, We do not guarantee support on third party programs.Should the support ticket load be high, we will be unable to assist with third party applications.

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