Knowledgebase : General Information
Cancellation Notice
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We require 24 hours notice before your next invoice is due, on all cancellations across PCSmart Group services. We provide 14 days notification on all invoices, once your invoice becomes due, you will be unable to cancel your service(s) unless any outstanding invoices are paid.

Cancellation Procedure
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To cancel a service, please login to the billing area, select "My Products/Services", select the product and then click "Request Cancellation"

No other forms of cancellation will be accepted. If you have any difficulties in submitting a cancellation request, please open a ticket.

Unfortunately we do not offer Telephone Sales or Support at this time.

Sales and billing enquiries are dealt with during UK business hours and we aim to respond to all enquiries within 24 hours.

We provide a 24x7 technical support service via our support desk at https://support.pcsmartgroup.com

What payment methods are accepted?
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We currently accept the following payment methods only:

- PayPal
- Credit/Debit Card
- Bank Transfer (Via special request only)

We are committed to ensuring the security of both our own, and customer infrastructure. This article details some of the procedures and methodologies we have in place.

 

Physical Security

All of our servers are hosted in leading datacentre facilities with locked racks and multiple layers of onsite security including high permitter fencing, biometrics and anti-tailgating. 

 

Network Security

By default we block port 25 for VPS services via www.pcsmarthosting.com or www.xensmart.co.uk in order to prevent SPAM and unsolicited mail. Any VPS customer requiring Port 25 will need to submit a ticket detailing the mail activities and it will then be verified by the management team. We have the ability to block both IP Addresses and Ports at the host-machine and network level, including per-IP analysis with Cisco Netflow. 

 

Staff Security

All members of staff (Excluding the management team) are employed by us full-time, and work out of dedicated offices with onsite HR and Security following extensive background checks. We do not hire personnel working from home, students or part-time workers. 

 

Billing & Support Platform

Both our billing system and support desk are provided over an encrypted SSL (HTTPS) connection to protect your information. If you order a server administration service and enter your login details, this information is securely transmitted and automatically generates a ticket on our helpdesk. Unless requested or in the case of a new server installation, we never email passwords to you. 

 

Configuration Management (Automation)

Like most technology companies who manage large numbers of servers, we use configuration management tools to automate parts of our server administration. This not only eliminates human error, it also enables consistency across our fleet and the ability to quickly roll out updates and other configuration changes to all applicable servers.

Communication between servers and our configuration management systems is via a very strong 16384-bit RSA key (Typically these are 2048-bit). There are no agents or other software installed.

 

Server Monitoring

Our monitoring platform for servers is based around Nagios with various plugins to monitor services and overall health of your servers. We install the Nagios NRPE agent onto your servers, and configure it to only communicate with the IP of our Nagios instance. 

 

Server Access

Wherever possible we use key based authentication to access servers via SSH, and strongly encourage customers to disable password authentication for root, or all user accounts. Server credentials are stored within our own systems if necessary. We do not use any password management tools, or 3rd party services for authentication.

 

Questions?

If you have any questions or concerns regarding security, please get in touch and we'll be happy to help.

Service Level Agreement overview
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PCSmart Group offers a basic Service Level Agreement (SLA) against all of our Web Hosting, Virtual Private Server and Dedicated Server products. Our SLA guarantees a minimum of 99.9% network availability during any 1 full calendar month.

While we strive to ensure service availability to you at all times, we shall not in any event be liable to interruption of service, otherwise known as "downtime" due to reasons outside of our control.

This includes, but is not limited to:
- Natural disasters
- Hardware failure
- Planned maintenance
- Mass network disruptions including DoS/DDoS attacks
- Issues affecting a segment of the datacentre facility.


What compensation will I recieve?
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Should we fail to meet our target of 99.9% network availability, customers are eligible to have their account credited based on the percentage of downtime against 1 full calendar month and the cost of 1 month of service. These credits are available on a case-per-case basis only, and a ticket must be submitted to billing within 48 hours of the incident.

99.89% - 99.5% Uptime = 10% Credit
99.4 - 99% Uptime = 20% Credit
Less than 99% Uptime = 1 Full month's credit

Additional Service Level Agreements
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Depending on your requirements we may be able to offer a high level of coverage under our Service Level Agreement, including Hardware Replacement and reactive response. Contact billing for further details.

Do you charge VAT?
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PCSmart Group is not a VAT registered business, therefore none of our products or services include VAT, and we do not provide VAT invoices. It's worth noting however that we will be charging VAT to all customers within Europe in the next year due to growth of our business.

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