Frequent Questions

Billing

What payment methods do you accept?

We accept all major credit cards using the Stripe payment gateway.

How long does it take to setup my account?

Account provisioning will usually happen almost immediately after payment is approved. Accounts that appear suspicious to our fraud protection software will require a manual approval, which will only be performed during business hours. Please feel free to email us if the creation of your account takes more than a few minutes.

What happens if the price of my plan changes?

The price of your service is fixed for the duration of the billing period. Price fluctuations will apply to your next invoice, however you will be given at least two months notice of the change.

Where are you located?

The Web Atom is based in Adelaide, South Australia. We use data centers located in the United States; specifically California and Illinois.

Do you offer refunds if my account experiences downtime.

We have a 99.9% uptime guarantee. If we don’t meet that, you can contact us and we’ll happily refund you for the whole month (excludes scheduled maintenance).

What is the cancellation policy?

Customers may cancel their account at any time. We do not offer partial refunds for accounts cancelled within the billing period.

Support

Do your plans include domain name registration?

Domain names are not included, although they are available for purchase through the customer control panel at competitive prices.

What happens if I outgrow my plan?

Running out of disk space or bandwidth is a non-issue. We’ll just give you a free allowance boost for the current month and upgrade you to the higher plan for the next billing period. Exceeding the Nucleus plan probably means you’ve outgrown the scope of our service and we’ll work with you to customize your plan or to find other hosting arrangements.

If your website frequently consumes excessive resources, we may need to temporarily limit access to your account to ensure our other customers are not negatively affected. If you cannot sufficiently reduce your CPU and memory consumption we may need disable your account until an agreeable solution can be found.

What software runs on your servers?

We run a LAMP stack on all of our hardware. cPanel, MySQL and PHP are all diligently updated to the most recent versions.

We do not support ASP or Node on any of our hosting plans, however some Node-based applications such as Ghost can be run on our servers..

Do you offer SSL certificates?

SSL certificates are included for free with every web hosting account. You may also purchase certificates from another provider and install them to your hosting account.

Am I responsible for software updates and administration?

We handle all of the updates for software running on the server; including the operating system, PHP, MySQL, Apache and all security applications.

What support do you offer if my site has issues?

This is not a managed service and and any setup or troubleshooting of your website is your responsibility. If you believe there’s something wrong with the server, we’ll happily look into it.

We do provide managed hosting to customers on a case-by-case basis. Support services begin at $9.95 a month but may vary depending on the complexity of your website.