General Hosting Services
1. What is Zen Cart, and how does your hosting service support it?
Zen Cart is a popular, open-source e-commerce platform. Our hosting service is specifically optimized for Zen Cart, providing an environment tailored to meet the needs of e-commerce stores.
2. Do you offer pre-installed Zen Cart setups for new customers?
Yes, we offer pre-installed Zen Cart setups for new customers to make the onboarding process smoother.
3. How does your hosting service differ from a general web host in terms of Zen Cart support?
Unlike general web hosts, our servers are exclusively dedicated to hosting Zen Cart, with optimizations specifically designed for e-commerce.
4. Can I migrate my existing Zen Cart store to your hosting service?
Yes, migration is straightforward if your current host uses cPanel. For other front ends, the process might be more complex.
5. Do you offer free website migration services for Zen Cart stores?
Yes, we offer free website migration for customers with a minimum 6-month subscription.
6. What versions of Zen Cart are supported on your hosting platform?
We support versions 1.5.3 through the soon-to-be-released 2.1.0, thanks to our specialized server settings.
7. How do you ensure compatibility between Zen Cart and the server environment?
As part of the Zen Cart development team, we receive advance notifications about necessary software or server setting changes.
8. Do you provide automatic updates for Zen Cart, or is that the customer’s responsibility?
Automatic updates are not available due to the numerous possible configurations of Zen Cart.
9. Can I host multiple Zen Cart stores on a single hosting plan?
Yes, depending on the plan, you can host multiple Zen Cart stores.
10. What is the average uptime for your Zen Cart hosting service?
Uptime is an unreliable metric, but our servers have been down for less than 8 hours in the last five years due to our robust redundancy measures.
Performance and Security
11. How do you optimize server performance for Zen Cart?
We use gigabit ports for both incoming and outgoing traffic to ensure maximum speed.
12. What security measures do you have in place to protect Zen Cart stores from hacking and data breaches?
We implement WHM and WHMCS-specific settings and use Immunify360 for enhanced security.
13. Do you offer SSL certificates, and are they included in the hosting plan?
Yes, SSL certificates are included at no extra cost with any semi-annual or longer plan.
14. How often do you perform backups, and can customers restore from these backups?
We perform daily, weekly, and monthly backups. Customers can also create their own backups using cPanel.
15. Is there any additional cost for backups or restorations?
Restorations from backups over a week old may incur a fee of $35 for a database and $50 for a site.
16. How do you handle DDoS attacks and other types of cyber threats?
We use Immunify360 to protect against DDoS attacks and other threats.
17. Do you offer server-level caching for Zen Cart?
Yes, server-level caching is available to enhance performance.
18. How do you ensure PCI compliance for Zen Cart stores on your hosting service?
PCI compliance is easier today with Zen Cart's built-in security and off-site processing, and we do not allow on-site processing of credit card data.
Technical Support
19. What kind of customer support do you offer specifically for Zen Cart issues?
We offer comprehensive support for all Zen Cart issues except coding, with optional paid maintenance subscriptions.
20. Is your support team familiar with Zen Cart customizations and third-party modules?
Yes, our team is experienced with Zen Cart and familiar with most customizations and modules.
21. Do you offer 24/7 technical support for Zen Cart hosting?
Yes, 24/7 technical support is available.
22. Can customers access technical support via phone, email, or live chat?
We use a ticket system for customer support.
23. How quickly does your support team typically respond to Zen Cart-related issues?
Our team responds to tickets with a priority system, and notifications are sent to technicians immediately.
24. Do you offer any kind of managed Zen Cart hosting service?
We offer site monitoring services for an additional monthly fee, tailored to the customer's needs.
25. Can your support team assist with Zen Cart theme installation and troubleshooting?
We do not assist with mods or themes not listed in the Zen Cart Plugins section.
Server Environment and Resources
26. What type of server environment do you provide (e.g., shared, VPS, dedicated) for Zen Cart hosting?
We provide shared hosting environments.
27. How much storage space is included with your Zen Cart hosting plans?
Storage varies by plan, with most plans offering flexibility in space allocation.
28. How much bandwidth is allocated to Zen Cart stores?
Bandwidth allocation is flexible, with settings that alert us if a site approaches its limit.
29. Do you offer scalable hosting options if my Zen Cart store grows?
Plan changes are only necessary if the number of sites exceeds the plan's limit.
30. Can I upgrade or downgrade my hosting plan easily as my Zen Cart store’s needs change?
Yes, with a prorated fee adjustment.
31. Are there any limitations on the number of products or visitors my Zen Cart store can handle?
No significant limitations, but we monitor for abnormal activity.
32. Do you offer support for MySQL databases, and how are they optimized for Zen Cart?
We use MariaDB, which enhances database processing time for large sites.
Additional Services and Features
33. Do you offer any one-click installation services for Zen Cart add-ons and plugins?
No, one-click installations are never up-to-date.
34. Can customers easily install third-party Zen Cart themes and modules?
Yes, customers can manage their own installations. We offer installation and maintenance for a fee.
35. Do you offer any special tools or features for Zen Cart SEO optimization?
Zen Cart's Plugins section provides adequate SEO tools, which we can install for a fee.
36. What email hosting services are included with Zen Cart hosting plans?
Email client, redirect, and forward quotas vary by plan, but we accommodate most needs.
37. Can customers create custom email addresses using their Zen Cart store’s domain name?
Yes, our cPanel allows full control over email addresses.
38. Do you offer any integrated payment gateway solutions compatible with Zen Cart?
Yes, supported payment gateways from the Zen Cart Plugins section can be installed and maintained for a fee.
Policies and Pricing
39. What is your pricing structure for Zen Cart hosting plans?
Fees, quotas, and features can be found at our pricing page.
40. Are there any hidden fees or long-term contracts required?
No hidden fees, but some features require a minimum 6-month commitment.
41. Do you offer a money-back guarantee if customers are not satisfied with the Zen Cart hosting service?
Yes, we offer prorated refunds for business closures and work with customers to meet their needs.
42. How does your pricing compare to other Zen Cart hosting providers?
We are generally 40% less expensive than other certified Zen Cart hosts.
43. Are there any discounts for annual billing or long-term commitments?
Yes, discounts are available for longer commitments, with greater savings for longer terms.
44. Do you offer any promotions or discounts for new Zen Cart hosting customers?
Yes, including free migration/setup, SSL, and domain registration with semi-annual or longer plans.
Limitations and Exclusions
45. What specific Zen Cart features or functionalities do you not support?
We only support features and mods available through Zen Cart.
46. Are there any restrictions on the type of products or services that can be sold through a Zen Cart store on your hosting platform?
We do not host sites that promote pornography, hate speech, or similar content.
47. Do you support custom coding or modifications to Zen Cart core files?
We can negotiate custom coding and ensure proper operation when modifying core files.
48. Are there any limitations on the use of certain Zen Cart plugins or themes?
We do not support plugins or themes not from the Zen Cart Plugins section. Repairs for unsupported plugins/themes incur double the standard fee.
49. What is your policy on hosting adult content or other restricted products on a Zen Cart store?
We distinguish between adult content and pornography, and we reserve the right to remove any site we deem inappropriate.
50. Are there any limitations on the use of server resources (e.g., CPU, RAM) for Zen Cart stores?
We use resource limits as flags to identify potential issues. We often adjust limits as needed, such as when a customer is performing updates.
Limitations on Provided Maintenance
51. Can you provide maintenance with each hosting plan?
Yes, we can respond to tickets to determine if an issue is hosting-related or site-related. Site-related issues may incur additional fees.
52. Do you offer a managed site program for your customers?
Yes, customers can purchase maintenance packages based on their specific needs and contract length.
53. What are your maintenance responsibilities once a site is declared operational?
Our primary responsibility is to provide a stable and secure hosting environment. We offer basic support, including known bug fixes and security updates. Any additional maintenance, such as customizations or extensive troubleshooting, requires a separate agreement and may incur additional fees.
54. Who is responsible for ensuring that the Zen Cart site is functioning properly?
The customer is fully responsible for the operation of their Zen Cart site unless they have opted for a maintenance plan. We ensure that the server environment remains compatible with the Zen Cart version in use and will provide advance notice of any changes that could affect site operation. In such cases, we also offer guidance on available options to maintain site functionality.
