Customer Support

Statement of Support and Commitment

Our extraordinary Technical Support and Customer Service is one of the main reasons why our clients rate FastCloud as the number one hosting solution for personal and small business websites. And we can’t thank them enough for their recommendations. Because transparency and honesty are part of our core values, we believe it is essential that we let you know what’s included in our hosting product support and what’s not, before making your purchasing decision.

24/7/365 Support

Day or night, rain or shine, anytime 24/7/365 our team is here for you!

15 min. response time

Based on 10 000 support requests, we resolved 83% of the issues in less than 15 minutes.

We deliver

We work until we deliver on our promises, no matter how long it takes or how hard it is.

3 levels of escalation

We make sure you are served by the right person with the competency about your issue.

Rating 4.1/5 | 833 reviews

Rating 4.8/5 | 217 reviews

Rating 4.8/5 | 1501 reviews

Rating 4.5/5 | 60 reviews

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How we Define our Support Service

With direct comparison to other premium and general hosting providers service level

A breakdown of what's supported and what's not	Our Support Service	Other Premium Hosts	Other Managed Hosts	Other Unmanaged Hosts
Website and Client area tools and features
Hardware infrastructure deployment
Data centers hosting hardware installation and maintenance
Hardware upgrades & replacement
Network performance and uptime
Community tutorials and DIY guides
Pre-sale questions and assistance
Base OS installation and configuration
Standard LAMP installation
Foundational software presences updates and functionality
Security updates and patches of the hosting environment
Accessibility of control panel (cPanel®/WHM or Parallels® Plesk)
The functions of control panel (cPanel®/WHM or Parallels® Plesk) features
Control panel (cPanel®/WHM or Parallels® Plesk) assistance and guidance
Non-automated human website transfer
Third party SSL certificates transfer and installation
Custom DNS zone setup and configuration
Private name servers setup and configuration
Any root level server customizations
Control panel (Parallels® Plesk or cPanel®/WHM) plugins & add-ons
Email client configuration
FTP client configuration
Third party service activation and integration
Content and data backups
Open Source Applications Support
Free Application Installation
Free Application Template Setup
Free Application Modules Installation
Free Non-automated Application Upgrades
SEO plugins and addon installation and configuration
Assistance with any client, script, application or content used by Customer
Assistance with hacks due to Customer controlled events
Assistance with hacks due to application security flaws
Third party domain registrations, configuration, and transfer
Free content and database backup restore
Customer customizations to their private or dedicated server
Account No-suspension policy for resource over-usage
Pro-active performance and security reports
Website resource usage and performance optimization
Always-free Technical Support
SEO optimization services
Cross browser compatibility development
Help with your staff Internet training
Web development and programming services
Code modifications, debugging and 3rd-party application bug fixed

How much bandwidth is included in my plan?

There are no set limits on the data transfer (bandwidth) that we provide in our web hosting plans. These resources are "unmetered", meaning you are not billed according to the amount of bandwidth used and we never charge extra for high bandwidth use.

We provide you with unmetered data transfer for your hosting account so that you can host almost any personal, small business and community website and grow freely to attract more and more visitors. We want you to have the resources you need to build a significant online presence, and 99% of all customers have more than enough disk space and bandwidth to meet their needs.

However, like all resources bandwidth is not infinite, so we monitor our shared servers for excessive use and abuse to ensure optimal performance for everyone. That being said, we do require all customers to be fully compliant with our Terms of service and utilize bandwidth in the normal operation of a personal or small business website. While it is rare, we may need to put constraints on accounts that are using resources beyond what would be expected in the normal operation of such website.

How do you determine "normal" operation for web hosting plans?

We regularly run customers' bandwidth utilization through statistical analysis and use the results of these studies to define "normal". Although the actual results vary from month to month, one thing remains constant: 99% of our customers fall into "normal" range. Typically, customers who fall outside the normal range are using their accounts for file storage or sharing rather than web hosting. Our shared hosting services are not intended to support these activities and we offer various plans that better address high bandwidth utilization. We strive to provide at least 72 hours notice to allow customers to make adjustments before we take any corrective action. Based on the evaluation of more than 10 000 accounts per hosting plan, we have determined the following average Bandwidth usage per month:

Hosting Plan	Average Usage	Acceptable Usage
StartSmart	2042 MB	30720 MB
ScaleRight	5100 MB	61440 MB
SpeedUp	12671 MB	92160 MB
Single Website	2046 MB	30720 MB
MultiWebsite	5059 MB	61440 MB
ECommerce	7777 MB	61440 MB

*average usage statistic excludes accounts with no Bandwidth usage for the examined period.

Hosting accounts with ten times more than the average Bandwidth allocation per month for any given plan, are considered beyond "Normal" shared hosting resource utilization.

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FastComet has been exceptional and I couldn’t be happier. They have helped me with several issues on my sites. Just off the top of my head they’ve helped me with email, site speed, addressing issues that have popped up on analytics and webmaster tools. I’ve been very pleased with their support.

The technical service was simply great and fast. Even too fast! I started working on my new website on my vacation time, during the Christmas time, and I was assisted on a weekend evening during that period. I thought it was crazy when the customer service answered on the chat me instantly!

I took advantage of your support and I must say, it is the perfect one. It is very fast, servers reliability is incredible and dedicated servers are setup and configured very quickly. Honestly, you are particularly good for small and big websites!

FastComet’s service is the best I have seen of any host I have used. The technical staff are very knowledgeable and quick to respond. And they are patient, even when the problem was caused by something I did wrong. I haven’t needed them much lately because my site has been created and things are running smoothly now, but it’s great to know they are there to answer my questions.

FastComet never made me feel silly for asking questions and provided great resources to help me understand how to attract more people to my site. I was able to have complete creative control without being overwhelmed with too many question or options. Whenever I had a question or issue, I received a prompt reply with a solution! I can’t say enough good things!

I’ve been with FastComet 5 months, and have already recommended it to three friends who are now using FastComet’ service. They are very satisfied!

After the migration, we really experienced how well the support is – even when the questions considered our systems and not regarding the hosting itself. Therefore, after a short testing, we moved all of our projects to FastComet and we never regretted this decision.

We are really experiencing joy of God’s blessing in our mission. Without our service, thousands of young people would not have found good education and hope for the future. We are grateful for the many volunteers and donors helping us in our mission. FastComet is one of them.

I have been SOO happy with FastComet. I am totally tech-unsavvy and the customer service that FastComet provides far exceeds my past service provider (on which I also paid double the price for monthly service!). As soon as anything goes wrong, or isn’t working right, I know I can easily get my site fixed with their help.

Michael Quinn

Founder & CEO

Andrea Belfi

Musician

Jonas Pranio

Entrepreneur

Don Strenczewilk

Woodworker

Emily Schneller

Lifestyle blogger

Joyadams Munene

Entrepreneur

Dimitri Petrik

Affiliate Marketer

Jaroslav Vracovsky

Salesian Priest, NGO

Caitlin Ball

Health Coach

Find the right Cloud for you

Get started with immediate activation or have your website transferred in less than an hour!

FastCloud Shared Hosting

The top-rated Hosting Solutions for personal and small business websites - the perfect balance between cost and performance.

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Virtual Private Cloud Server

Fully managed SSD Cloud VPS hosting solution with priority 24/7/365 Technical Support to make your site blazingly fast.

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Dedicated CPU Server

Raw power and completely customizable environment with dedicated CPU for resource-demanding projects.

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Not exactly what you are looking for?

Start the conversation – we would love to hear about your project and help you find the information you are looking for. Get in touch with our 24/7 support for a free consultation.

Chat with our support center or call us directly: 1.855.818.9717

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