Frequently Asked Questions

1. Does Webvault offer internet access services such as ADSL, broadband cable or dial-up?

3. Does Webvault offer website design or development services?

4. What kind of customer support does Webvault offer?

5. How reliable is your service? Will my services be up and running 24 hours, 7 days a week?

6. What secondary redundant systems does Webvault have in place to help ensure the continuity of service?

8. What payment methods does Webvault accept, and how can I pay my account?

9. I would like to sign up with Webvault to host my domain. How do I apply and do I need to pay upfront?

10. I would like to have Webvault host my website, however I do not wish to register my own domain name. Is this possible and how much does this cost?

11. I would like Webvault to host multiple domain names linked to the same website. Is this possible, and how much does it cost?

12. I currently host my website or domain name with another provider. I would like to sign up with Webvault and have you host my domain, what exactly is involved?

13. What statistics will I be able to view, use and analyse to help me build and design my website?

14. How long will it take to register my new domain name and set up my hosting account?

1. Does Webvault offer internet access services such as ADSL, broadband cable or dial-up?
Webvault is an Applications Service Provider (ASP) not an Internet Service Provider (ISP) therefore we do not offer internet access services. We have designed our service platform to deliver flexible and cost-effective website, database, email, and other complimentary hosting services.

3. Does Webvault offer website design or development services?
Webvault does not currently offer website design and development services. If you require assistance in creating or improving your website please contact our support staff and they will be happy to recommend one or more web design companies that may be able to help you.

4. What kind of customer support does Webvault offer?
Webvault offers customer support by email or telephone Monday to Friday during regular business hours (GMT +8:00). The estimated response time for an email enquiry is between 1 and 4 hours. Webvault does not offer any guarantee in relation to its customer service standards or response times. Please see our contact information page for more information.

5. How reliable is your service? Will my services be up and running 24 hours, 7 days a week?
We frequently review our network performance in order to minimise down-time and improve service quality. However there are many factors involved when providing an internet related service some of which are outside of our control. As such Webvault cannot offer a guarantee as to service quality or up-time. In our experience promises of 100% uptime by various networking companies prove to be worthless, and are almost always negated by their terms & conditions of service. Furthermore whilst a claim of 99% up-time looks wonderful in print, it actually works out to be almost 4 days of down-time per year!

6. What secondary redundant systems does Webvault have in place to help ensure the continuity of service?
Webvault has implemented several strategies to ensure reliability of service. Our servers are protected by backup UPS systems, the building is supported by power generators that will ensure continuity of service in the event power outages are longer than several minutes. Primary webservers utilise RAID technology to protect against hardware failures. Daily backups also help to ensure quick restoration of service in the unlikely event that we have to rebuild our server disks.

8. What payment methods does Webvault accept, and how can I pay my account?
Webvault accepts payment by most major Credit Cards including Visa, Mastercard, American Express, and Diners. A tax invoice will be issued by email or post after your account has been established or near to the date of your service renewal. You may choose to pay your account in-advance for a period of either 3, 6 or 12 months. Invoices are due by the due-date appearing on the top of the invoice (normally 7 or 14 days). Failure to pay by the due-date may result in a suspension of service until payment has been received in full.

9. I would like to sign up with Webvault to host my domain. How do I apply and do I need to pay upfront?
Webvault does not require payment prior to setting up an account. Please visit the services section of this website to select a suitable plan and to fill out the online application form. A webvault staff member will then confirm your application, register any domains, set up your account, email you the account details and arrange to have a tax invoice mailed to your postal address for payment.

10. I would like to have Webvault host my website, however I do not wish to register my own domain name. Is this possible and how much does this cost?
Domain hosting is a free service with all virtual server accounts. If you do not choose to register or delegate your own personal or business domain name, then Webvault will assign you a sub-domain in the form of, username.webvault.com.au, username@webvault.com.au.

11. I would like Webvault to host multiple domain names linked to the same website. Is this possible, and how much does it cost?
Domain hosting is a free service with every Webvault virtual server hosting account. You can assign more than one domain name to the same website without additional cost. This ofcourse does not include any registration charges that might apply to the licensing of new domain names.

12. I currently host my website or domain name with another provider. I would like to sign up with Webvault and have you host my domain, what exactly is involved?
Webvault can transfer authority of your domain name to our servers within 48 hours. We will require in some cases, depending on the domain name that you sign and fax a re-delegation authorisation form to an internet names authority. This service is free of charge, and the standard account fees apply for account setup and hosting. You will also need to contact your current provider once you have received your account details, and ask them to remove all DNS records relating to your domain name from their name servers.

13. What statistics will I be able to view, use and analyse to help me build and design my website?
All accounts include access to our live web statistics server. Statistics and graphs are updated by the hour, and include:

• Usage by sessions served, hits, page views, kilobytes, session times, bytes per session, and hits per session.
• Page analysis by views, downloads, errors, entry-exit points, time spent, least viewed.
• Browsers by type and operating system.
• Referers by URL, domain, search engines, and keywords
• Sessions by net location, net identity, and machine ID

14. How long will it take to register my new domain name and set up my hosting account?
Webvault hosting accounts, including any domain registrations, usually take about 48 hours to complete. If you require urgent attention to your account setup please indicate your requirements when you fill out the application form, so that we can endeavour to provide the speediest service possible.