Hi quattro,
To answer your questions:
What is your average response time for a support request?
I hope the speed in responding to this post gives you an indication of the speed of support here at HostNexus. Plus Live Chat is instantaneous, and we have email and ticket system plus toll-free phone support in the US and Australia coming real soon.
What does you weekly backup include ? If the server went down how long would it take to restore this back up? Is it kept off site ?
Servers go offline on Sunday morning at 1.37am for complete data backup. This is a backup to disc. It's the only way to ensure all the data is captured. Time varies according to server. Alpha takes about 40 minutes, Beta takes 20 and the 2 new servers are virtually empty. The data is stored on a mirrored hard drive.
To what extent can I customise plesk? Can I reduce its feature for end users/ rebrand it?
You can upload your own logo to Plesk and you can assign the features you want to give easily. So you can give one user 10 mailboxes and another 20, no problem. End users can also upload their own logo if you want them too.
What happens to the site when bandwidth limit is reached?
We do not close down sites when their limits have been reached. We always consult to find the best solution to your needs:
A) Buy an extra gig or 2
B) Upgrade your plan
C) Close the site off for the remainder of the month
What is your uptime guarantee, and what do I get if you fail to honour it?
We guarantee 99%, data backup and scheduled maintenance not included. No need to worry about us not honouring it, it hasn't happened yet.
Do any of your clients have http://www.freevsd.org/ installed don their servers? Could you set this up for me ?
Not sure how that would effect the rest of the server and how it would interact with Plesk, so no.
How many people work at hostnexus ? Do you actually have an office or do all your employees work from home?
There are 6 of us. Our sysadmin, Scott, in Hawaii, Mike, support tech and progammer in Detroit, three people in Australia (Chris, my partner and accounting staff). I am currently in Japan and am moving to Australia to join the administrative centre there in a month. Scott, sysadmin, works out of his office, Mike has a home office, we have a small office in Melbourne, Australia and I work out of home. Looks like we may be adding a support tech in India real soon.
What kind of servers will the account be hosted on (spec etc)?
It will either be an 800Mhz , 512MB ram box or a 1GB/1GB machine.
Do you install all of the latest security updates as part of the service agreement, on to your dedicated servers?
It's in our interest too. Any warning comes out, and any patches, we are on it right away.
If you have any more questions, post away!
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