We've attempted to answer the most commonly asked questions about our service. Obviously, we are unable to list everything, so if you have a question that's not answered here, please contact us and we'll answer your question directly.

Why should I choose Tessalate over other bigger web hosting companies?

How can I pay for my service from Tessalate?

How will I be billed? Do I have to sign a 12 month contract?

Can Tessalate register Domains for me?

What technical support do you offer?

Can I upgrade or downgrade my account?

How long does it take to setup new accounts?

What can I use my webspace for?

Do you offer dial-up access to the Internet?

What other services do you offer?

Do you support FrontPage extensions?

What about scheduled downtime? How will I be notified?






Why should I choose Tessalate over other bigger web hosting companies?
Customers usually choose Tessalate because the level of service and support that we provide is superior to most other hosts. To us a customer is not just an account number and our aim is to help you achieve your objectives.

We do offer the same list of products, services and features that other hosts offer, however, many of these features you either don't need or won't use. So we only provide what you actually want and/or need.

Tessalate products and services are all of the highest quality. We provide what you want, when you want it and only charge you for what you use.


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How can I pay for my service from Tessalate?
We utilize a variety of payment methods.

• Cheque

• Bank Transfer (please ask us for our bank details and/or a standing order mandate)

• PayPal

If in doubt please contact us.


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How will I be billed? Do I have to sign a 12 month contract?
We like to keep things as simple as we can, we send and invoice and you pay it. It doesn't get much simpler than that!

We send invoices out at the beginning of every month. Payment is usually due immediately unless otherwise stated or previously agreed in writing.

If you decide to pay annually, you will receive a discount over the monthly equivalent price. For annual accounts we will send an invoice 30 days before your next annual payment is due.

The majority of services we offer don't have any fixed term contracts unless otherwise stated. If the service you choose from Tessalate doesn't have a fixed term contract then you can cancel whenever you want, as long as you give us 30 days notice. If you have paid annually, and cancel before the anniversary of the renewal, we will, refund you for months unused, minus an admin charge of £15.

For us to set up an account for a new customer, we usually need to receive your payment for the first month or year, plus any setup fees. After this point, we're much more flexible - i.e. we won't switch off your website on the same day that your credit card is declined or you're late paying an invoice like some other companies!

If in doubt, please contact us and we'll do our best to help you out.


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Can Tessalate register Domains for me?
Yes we can register most domain types. If you require an international domain, we can usually assist with the registration process. Often registrations in other countries are a little more complicated (some countries require that the registrant be a resident of the country that the chosen domain represents).


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What technical support do you offer?
We try to offer support in the best method for the individual client.

All of our packages come with unlimited e-mail support and IRC support. We are also able to offer support via Instant Messenger such as Microsoft Messenger.

Most services we offer come with a fixed point of contact which you will be notified of when you subscribe to our service.

Some of the services we offer come with a dedicated account manager and a 24hr support number. This is also available as a chargeable feature on all accounts. Please contact us for details of this.

We also offer an email support system. We are usually able to respond to this system within an hour and this is generally the best method to raise support issues. When using this system you will have the option to set the status of your support request as an emergency. If out of normal business hours this will send a message to the on call support staff.

There is a fee for misuse of this system - for instance, we define misuse as sending an urgent support request when infact the issue is less urgent - in this case "Urgent" is defined as a total downing of your site(s).


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Can I upgrade or downgrade my account?
If at any time you need to upgrade your service, please contact us with your requirements and we will advise you of the best course of action. There is no charge for doing this, and you are welcome to change your plan as often as you like (within reason)!

The only time you cannot downgrade is if you are already using the most basic version of the subscribed product.


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How long does it take to setup new accounts?
Many of the services we offer are able to be setup on the day the order is placed. However some services require more time depending on the product or service you choose.


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What can I use my webspace for?
You can use your account for pretty much anything. It is easier for us to list what you can't use your site for rather than what you can.

We do not allow websites to be used to send unsolicited (spam) e-mails, to be used for any pornographic purpose or for the distribution of software or media where the distribution would be a copyright infringement.

Basically if it's illegal, then the answer is no.

If you have any questions' please contact us or review our terms and conditions.


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Do you offer dial-up access to the Internet?
No.

Many ISP's provide pay as you go dial up accounts where calls are charged at local rates.


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What other services do you offer?
We offer many different services such as web site and email hosting but we are able to offer many other services too. If you have a particular requirement please contact us and we can discuss your requirements.

We are also able to onsite services for companies that require the services and support that an IT department would normally provide. For companies that do have an IT department already, we are able to provide advanced support for projects and provide solutions to be used by the IT staff.


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Do you support FrontPage extensions?
Yes.

We are also able to support many other SSI (Server Side Includes). Please contact us for more details.


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What about scheduled downtime? How will I be notified?
Scheduled downtime can not be avoided. This enables us to perform updates to our servers and network. We do however keep any scheduled downtime to an absolute minimum and where possible we try to complete as much as we can outside of business hours.

If we are planning any work that will result in a downtime we will notify you by email well in advance. Major upgrades will also be notified by email and also posted on our main website.


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