Frequently Asked Questions

Everything you need to know when hosting with us.
Last Updated a year ago

HostKoi Web Service is a budget hosting provider. We’re a small business, we aren’t owned by any corporate giants in the hosting industry. We offer web hosting at cheap prices. Below are a few things you need to know before signing up with us.

Our History
We originally started out as Xemesis Hosting Services in 2006, that company was sold in 2008. In 2014 we re-entered into web hosting as MyBB Hosting Services. In July we re-branded as HostKoi Web Services to expand our service offerings. On February 17 2016 we were officially registered as HostKoi Web Services, LLC in the state of Pennsylvania.

Company Details

HostKoi Web Services, LLC
225 Comrie Ave
Braddock PA 15104
412-737-5551
Marc Berkley Owner / CEO


Support
Because we are a budget hosting provider, we don’t operate on a 24 hour support schedule. We offer support from 8AM to 8PM, 7 days a week. Because of our low prices we have a very limited amount of support staff, we ask that you only submit a support request if it’s truly needed this way we can keep our support response times as low as possible for those who need it. Many answers can be found by doing a simple Google search.


Support is for hosting only. Please don’t submit any tickets about non-hosting service related issues. We won’t diagnose problems with your blog or any other software running on your site.


During holidays we don’t offer support so our staff can spend time with their family. During holidays you can submit a ticket and we will respond the next day.


Holidays include:
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Eve – 8AM - 5PM
Christmas Day
New Years Eve – 8AM – 5PM


Where to get support
The only place to get support is the Support Desk. We use the support desk to track all interactions with our customers. Do not email us, always use the support desk and always reply to tickets directly from the support desk. Any support requests that are not submitted from the support desk will be ignored.


All tickets are replied in the order that they are received. Abusing the Support Desk by submitting multiple tickets or replies to jump the line will result in your support request being closed.


Account Migrations
We offer free account migrations from other cPanel hosts. It’s important to note that migrations can take up to 48 hours depending on how many migrations are ahead of you. All migrations are done in the order they are received.


Setting up a website
We expect that customers know how to register a domain, update their dns to our nameservers and install their any software used on their site along with maintaining it. HostKoi will not provide support for any software used on a customers site. You will need to get support from the software vendor.


Trial Periods and refunds
HostKoi offers a 7 day $1.00 trial period for cPanel Hosting ONLY. During the 7 day trial period you can test our service to see if it’s going to be a fit for your website. After 7 days you two choices:
Upgrade to monthly or yearly billing cycle
or
Let your trail expire and your account will be automatically terminated.


Because HostKoi offers a trail period we don’t offer refunds of any type on any service.


Backups
All HostKoi customers are responsible for keep their own backups. This is in no way HostKoi’s responsibility. Your site is 100% yours and your responsibility.


You can make your own backup by clicking the Backup link in cPanel. It’s a good idea to backup your data each time you make a change to your site. Always keep a copy of your data on your computer at all times.


cPanel
All our shared hosting plans come with cPanel so that you can manage your site. This is a very common control panel for web hosting. We won’t teach you how to use cPanel. For any questions about cPanel please ask at the offical cPanel forums https://forums.cpanel.net/


Breach of Terms of Service
HostKoi has a Terms of Service that all customers agree to when signing up for service. Any accounts found to be in violation of this agreement will be suspended and or terminated at HostKoi’s discretion.


Chargebacks and PayPal Disputes
Any customer that files a chargeback will have their account terminated immediately. HostKoi has a zero fraud tolerance.


Any customer that files a dispute with paypal will have their account suspended. The reason for this is because any payments made to us are put on hold. Because we are not a free service we will not remove the suspension until the hold has been removed and the dispute closed.

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