General Questions During Using Servers

On this page, you may find answers to a few common questions we receive often.

General Questions

Where is your data center?

Our data centers are located in Dallas, Denver, and Kansas City of USA.

Can I speak to someone by phone?

To withstand our remarkably low prices, we do not provide phone support. Technical support is available via our online Open Ticket and live chat.

When is your technical support available for current clients?

We offer technical support 24 hours a day, 7 days a week, 365 days a year.

How long does it take for you to reply to correspondences?

Generally, we respond to most emails within an hour. You can also get assistance from our staff via live chat.

Are you closed on holidays?

Our technical support is available 24/7/365. However, there may be a slightly longer response time from our billing and sales departments due to holiday hours.


Sales Questions

How does the promotion code work?

Step1:Click the “Order Now” button to go to Configure page.
Step2:Click “Continue” on the Configure page.
Step3: You can see that the discount has been automatically applied to your order successfully on the Review & Checkout page.

Do you offer money-back guarantee?

We do offer a 30-day money-back guarantee for shared hosting plans and Hyper-V/VPS servers. Please note that the setup fee is NONREFUNDABLE. The policy will be eligible for the first 30 days of your completed DBM billing account registration.

Do you offer any network and server uptime guarantee?

We offer a 99.9% uptime guarantee for our network and all servers.

How long will it take to set up my server?

The delivery time for VPS servers 1-2 hours (within 30 minutes in most cases). Dedicated servers need 24-48 preparation hours.

Is your VPS or dedicated server self-managed?

Yes. But our experienced staff is always here and willing to help you with any kind of problems you may have. Please contact us online in a live chat or send us an email if you need any help.

Why is your price more affordable and cheaper than other providers?

We have been in the hosting business since 2005. This experience helps us design an economical and top-quality network as well as hardware and software infrastructure for our products. We do not provide phone support right now. It allows us to pass the savings to our clients.

Can I use your server to send out marketing emails?

We do not restrict email marketing, but we will not provide support if your server/IP is blacklisted due to spam report from recipients, and will take necessary actions, such as stopping your service.

Can I connect to your VPS and dedicated servers via mobile phone?

Yes, you can connect to the server via mobile phone. If you use Android device, please find the details at remote desktop android.
If you use Apple device, please refer to remote desktop IOS.

Can I use your server as Forex Trading platform?

Yes, you can.

How many MT4 instances can I install on your VPS or dedicated server?

You can install multiple MT4 instances in our VPS and dedicated servers. But it is better to install only one instance in the VPS server for better performance since the resources of VPS are limited.

Can we use your VPS or dedicated server for gaming?

Yes, you can run games on our VPS or dedicated servers. But we do not have the hardware graphic card (GPU) in the servers. Please make sure your game is compatible with our VPS or dedicated servers.

What is the difference between your Windows VPS plan and Windows Hyper-V plan?

Comparing with Windows VPS plan, our Hyper-V plan has extra SATA disk space, more CPU cores and memory.

How to upgrade/downgrade a VPS?

Please send an upgrade/downgrade request to billing@databasemart.com. Upon receiving the request, we will send you an email regarding when the service will be updated and how the price will be adjusted. Please note that there will be 5-10 minutes of downtime during the service change. For the downgrade service, an additional one-time fee of $25 will be charged, should the resizing of image .vhdx files be needed. Your server data, IP, and login credential will be kept the same.


Free Trial Questions

How to get a free trial?

Please sign up on our website and leave “3-day free trial” in the comment box of the order form or contact us.

Do I need to save credit card information?

No, it’s optional.

Do I need to make a payment before a free trial?

No, there is no need.

Why do I get an invoice and reminder email during the free trial?

The system will automatically send a related invoice reminder to you when there is a new order. You can pay the invoice in advance if you think our service is good.

How do I continue the server after the free trial?

You need to pay the related invoice. Once the payment is made, the due date of the server will be updated automatically.

What’s the difference between the free trial server and paid server?

There is no difference between them.

Can I get multiple free trials for different plans at a time?

Per our policy, a client only gets a free trial for the first order. If you need more, please contact us.

How do I discontinue the server after the free trial?

You can submit a cancellation request for the server in the client panel or contact us.

Why don’t I get a free trial server?

You won't get a free trial server if
a. you don't leave "3-day free trial" in the comment box of the order form.
b. your information has not been verified by our system. In such situation, you need to provide other verification information.

Billing Questions

What payment methods do you accept?

Currently, we accept Visa, MasterCard, American Express, JCB, Discover, Diners Club, PayPal, Wire Transfer and Check. If using a non-instant form of payment, your service deployment will be delayed until the payment clears. Wire Transfer must be over $100. The paper check is for US clients only.

What is the setup fee?

A setup fee is a one-time charge that is reflected on your first payment. It is applied to cover the cost and time involved in server setup.

How do I view my invoices?

Please log in to our client billing center and click on "My Invoices" to view all your invoices.


General Support Questions

Do you have a download file and IP that I can test the network speed?

Yes, you can test our network speed from 100MB File. Test IP: 45.35.0.3.

Do you block any TCP/UDP ports in your network?

We blocked the following TCP/IP ports in our network for better security. They are 135-139, 445, 593, 1024-1030, 1080, 1214, 1363-1364, 1368, 1373, 1377, 2283, 2535, 2745, 3127-3128, 3410, 4444, 5554, 8866, 9898, 10000, 10080, 12345, 17300 and 27374.

How do you calculate the bandwidth usage?

We do not meter the bandwidth usage for individual dedicated or VPS server. Each server can use the maximum bandwidth as the plan allocated (e.g., 50Mbps unmetered). 50Mbps unmetered bandwidth is around 16TB accumulated bandwidth per month. We do monitor the bandwidth usage closely in our network in order to keep all the clients happy. If you use too much bandwidth and affect the other clients, we may ask you to reduce the bandwidth usage since the bandwidth is shared with other clients.

Why is my memory not showing the full capacity?

By default, we have reclaimed a part of unused memory from VMs, which stay idle most of the time. The RAM will get back to your server and automatically increase as long as your server needs it. It will not affect the running speed of your server at all.
If you need any help regarding the memory, feel free to contact us at support@databasemart.com

Can I install any software on my VPS or dedicated server if I have a license?

Yes, you can install any legal software (including SQL Server) in your dedicated server or VPS.

Can you change the primary IP for my VPS or dedicated server?

No. The primary IP cannot be changed, but you can order additional IPs with price $2/month/IPv4 for your server if you want. ARIN justification and IP usage need to be provided for each additional IP. A maximum of 8 additional IPs can be ordered for a VPS and 16 for a dedicated server.

What are your name servers for the shared and reseller plans?

We have different name servers on different control panels.

  • For CP4001
    ns15.shared-servers.com: 172.107.33.2
    ns16.shared-servers.com: 209.105.242.58
  • For CP3001
    ns13.shared-servers.com: 45.35.0.97
    ns14.shared-servers.com: 67.211.45.3
  • For CP2501
    ns11.shared-servers.com: 108.60.209.50
    ns12.shared-servers.com: 104.217.252.90
  • For CP2101
    ns09.shared-servers.com: 45.35.14.140
    ns10.shared-servers.com: 198.154.99.198
  • For CP2001
    ns7.shared-servers.com: 74.124.24.197
    ns8.shared-servers.com: 172.107.180.15

How can I point my domain names to your VPS or dedicated servers?

You can set up DNS and email service in your VPS and dedicated server, and then change the DNS records and point your domain names to your VPS or dedicated server IP.

What is the difference between a VPS and a dedicated server?

A VPS shares hardware and network resource with others on the same host. It depends on a host server.

Can I use my own ISO for my server?

Yes. If you order Basic or upper Linux VPS plan, you can customize your Linux Operation System. Please upload your ISO to us. But customized Windows ISO is not applicable for any Windows servers. You must use our ISO and License.

Can I add RAM for my Advanced VPS?

No. The Advanced VPS comes with maximum RAM size we permit for a VPS. If you still need more, we suggest upgrading to a dedicated server, whose performance is better than VPS. To find more details about our dedicated servers, please refer to our bare metal website or contact us.

Do you provide cPanel?

No. We provide SolidCP for Windows servers and ISPConfig for Linux servers. If you want cPanel for Linux server, we can help install. However, we do not provide technical support for it because cPanel is not a freeware, and you need a license to use it.

Can I run Android Emulator on your VPS?

Yes, if you need to run Android Emulator, please contact our support team at support@databasemart.com to enable the Hyper-V feature.


Windows VPS/Hyper-V VPS Questions

What is the difference between a Windows VPS and Linux VPS?

Windows VPS is equipped with a commercial operation system (OS)-Windows and relies on Microsoft solutions for database and website management tools. It has a user-friendly graphic interface. While Linux VPS runs on Linux operating system and uses open-source databases and web development tools. Linux VPS has the advantage of speed, performance, and stability.

What are the good reasons to choose a Windows VPS?

Windows VPS provides a user-friendly interface that features a graphic user interface (GUI) and additional management tools. Even if you are not familiar with Windows products, you can easily manage your Windows VPS.

Can I have more RDP sessions in my Windows server?

By default, two concurrent sessions are available for Windows RDP. If you want more, you must order RDS CALs from Microsoft. Please click here to order.

What is the virtualization platform for your Windows VPS?

We use Microsoft Hyper-V virtualization platform for all our Windows VPS servers.

What is the CPU processor of your VPS host server?

Different VPS host servers may have different CPUs, but most of them are Intel Eight Core Xeon E5-2670 (2.60 GHz) or E5-2680 (2.70 GHz) or E5-2690 (2.90 GHz).

What operating systems do you offer for your Windows VPS?

You can choose Windows Server 2019 Standard Edition x64, Windows Server 2016 Standard Edition x64 and Windows Server 2012 R2 Standard Edition x64 in our order form. We also offer Windows Server 2008 x64 and x86 Editions. However, we suggest for you to order it together with our Cisco firewall since Windows Server 2008 is End of Life (EOL) now.

Do you offer Windows 10, 8 or 7 in your Windows VPS servers?

No. We do not have a plan to provide desktop Windows in our Windows VPS servers currently.

Can I use my own Windows 10 license on your Windows VPS?

Yes, but you need to upload your installation .iso file to our server by FTP, and then we will reload it to your VPS server.

Do you allow Remote Desktop Access (RDP) to your Windows VPS?

Yes. You can access your Windows VPS via Remote Desktop with administrator permission.

Can I install software on my Windows VPS?

Yes. You can install any legal software on your Windows VPS server by yourself or by us. You have total control of your Windows VPS.

Do you provide any control panels for your Windows VPS?

Yes. We can install SolidCP control panel for Windows VPS servers for free. You can use it to create IIS websites, MSSQL databases, etc.

Are resources shared or dedicated for your Windows VPS?

The CPU and Memory are dedicated. The bandwidth is shared with other clients in the same host server and rack.

Can I reboot my Windows VPS server by myself?

Yes. You can reboot the Windows VPS server and monitor the server status in our SolidCP control panel.

Is it easy to upgrade my Windows VPS plan to a higher plan?

Yes. It is free and only has 5 minutes of downtime. Please submit a sales ticket if you want to do so.

Can I downgrade my Windows VPS plan to a lower plan?

Yes. However, there will be 2-4 hours of downtime. There is a $25 one-time fee for the downgrade because of the effort required to resize the image .vhdx file.

Can I buy additional dedicated IPs for Windows VPSs?

Yes. Maximum 8 additional IPs per ARIN justification can be ordered with price $2.00/month/IP. Please provide usage for each IP when you order.

Can you migrate my Windows VPS from other providers?

We use Microsoft Hyper-V virtualization platform, so we can migrate your Windows VPS for free if you can provide us with the .vhdx or .vhd image file. If you do not have the image files, we can help you to set up your web sites and databases from your old providers for free too.

Read more Windows server FAQ.


Linux VPS Questions

What operating systems do you offer for your Linux VPS?

We offer four different operating system options for Linux VPS. We have CentOS 6.x-7.x 64-bit, Ubuntu Server 16.x-18.x 64-bit, Debian 7.x-9.x 64-bit, or OpenSUSE leap 42 for your Linux VPS. If you need other operating systems, you’ll need to provide ISO image.

Read more Linux server FAQ.

What is the difference between a Windows VPS and Linux VPS?

Windows VPS is equipped with a commercial operation system (OS)-Windows and relies on Microsoft solutions for database and website management tools. It has a user-friendly graphic interface. While Linux VPS runs on Linux operating system and uses open-source databases and web development tools. Linux VPS has the advantage of speed, performance, and stability.

What operating systems do you offer for your Linux VPS?

You can choose CentOS 6.x-7.x 64-bit, Ubuntu Server 16.x-18.x 64-bit, Debian 7.x-9.x 64-bit, or OpenSUSE leap 42 for your Linux VPS. If you need other operating systems, please provide ISO image.

Do you provide any control panels for your Linux VPS?

Yes. We can install ISPConfig control panel for Linux VPS servers for free. ISPConfig is a widely used open-source free hosting control panel for Linux. You can use it to create websites, databases, email accounts, etc.

Do you provide cPanel and WHM for your Linux VPS?

We do not offer cPanel and WHM license. We can help you to install cPanel on your Linux VPS, but you need to order the cPanel license by yourself. cPanel provides 15 days of free trial and it will not work if you do not activate the license after 15 days.

Do you provide Graphic User Interface (GUI) for your Linux VPS?

Our Linux VPS does not come with GUI by default, but we can install it for you and enable the VNC access if you submit a support request. You can also install GUI by yourself through SSH.

How can I access your Linux VPS server?

SSH is enabled for all Linux VPS servers. You will get the server IP, username and password once your VPS is ready. You can log into the VPS server with the root permission via SSH.

What is the virtualization platform for your Linux VPS?

We use Microsoft Hyper-V virtualization platform for all our Linux VPS servers.

What is the CPU processor of your Linux VPS host server?

Different VPS host servers may come with different CPUs, but most of them are Dual Intel X5560 (2.8GHz) or Intel Eight Core Xeon E5-2670 (2.60 GHz) or E5-2680 (2.70 GHz) or E5-2690 (2.90 GHz).

What is the meaning of “100Mbps Unmetered Bandwidth”?

We do not measure or monitor the bandwidth usage for the individual Linux VPS, so you don't need to worry about overage charges. The maximum speed you can get is 100Mbps. “Unmetered” does not mean “Unlimited.” You share the Internet connections with other clients in the same host server. We do monitor our network very closely. If you use too much bandwidth and affect other client’s usage, we will have to ask you to reduce the bandwidth usage.

What security measures do you take to protect my Linux VPS?

Security is our top priority. All the physical servers are behind our hardware firewall. We have blocked ports like 135-139 and others in our network for security reasons. We update our host server operating system regularly to install all security patches. We have DDoS protection in our network as well. We back up our host servers regularly and can restore your VPS from the backup with a small fee if there is anything happens to your VPS (like hacking). We also monitor our network very closely and will stop attacks that come.

Can I install any software on my Linux VPS?

Yes. You can install any legal software on your Linux VPS server by yourself or by us. You have total control of your Linux VPS server.

Are resources shared or dedicated for your Linux VPS?

CPU and Memory are dedicated. The bandwidth is shared with other clients in the same host server and rack.

Can I reboot my Linux VPS server by myself?

Yes. You can reboot the Linux VPS server and monitor the server status in our SolidCP control panel.

Is it easy to upgrade my Linux VPS plan to a higher plan?

Yes. It only has 5 minutes of downtime. Please submit a sales ticket if you want to do so.

Can I downgrade my Linux VPS plan to a lower plan?

Yes. However, there will be 2 - 4 hours of downtime. There is a $25 one-time fee for the downgrade because of the effort required to resize the image .vhdx file.

Any Linux VPS server comes with one dedicated IP for free.

You can order up to 8 additional IPs per ARIN justification. We need the IP usage for each IP that you order from us. Price for additional IP is $2.00/month/IP.

Can you migrate my Linux VPS from other providers?

We use Microsoft Hyper-V virtualization platform, so we can migrate your Linux VPS for free if you can provide us with the .vhdx or .vhd image file. If you do not have the image files, we can help you set up your websites and databases from your old providers for free too.


Dedicated Server Questions

Can I reboot the dedicated server remotely by myself?

Most of our dedicated servers come with the Intelligent Platform Management Interface (IPMI). You can reboot the server and access the BIOS remotely. If the dedicated server does not have IPMI, please submit a support ticket or contact us in a live chat. We will reboot the server for free.

Can you provide the customized dedicated server based on our requirements?

Generally, our existing standard dedicated servers can meet most requirements. we do not provide customized dedicated servers. If you really require, please send email to sales@databasemart.com.

Can I install any software on your dedicated server?

Yes. You can install any legal software on your dedicated server by yourself or by us. You will have total control of your dedicated server.

Do you provide any control panels for the dedicated server?

Yes. We can install SolidCP control panel for Windows dedicated server for free. SolidCP is a 100% open-source (and free) hosting control panel for Windows servers. You can use it to create IIS websites, MSSQL databases, etc. We can also install ISPConfig control panel for the Linux dedicated server for free. ISPConfig is a widely used open-source free hosting control panel for Linux. You can use it to create websites, databases, email accounts, etc.

Can I use my own Windows server license on your dedicated server?

No. All our Windows servers are activated with our Windows License. Client's license is not permitted.

Do you allow Remote Desktop Access (RDP) to your Windows dedicated server?

Yes. You can access your Windows dedicated server via remote desktop with administrator permission.

How many users can RDP into the Dedicated Windows server at the same time?

Windows server OS includes two concurrent RDP sessions by default. That means only two users can remote access the Windows server at the same time. If you want more than two users to access, please purchase the Remote Desktop Service (RDS) licenses from Microsoft directly.

Do you provide Graphic User Interface (GUI) for your Linux dedicated server?

Our Linux dedicated server does not come with GUI by default, but we can install it for you and enable the VNC access if you submit a support request. You can also install GUI by yourself through SSH.

How can I access your Linux dedicated server?

SSH is enabled for all the Linux dedicated servers. You will get the server IP, username and password once your VPS is ready. You can log into the the dedicated server with the root permission via SSH.

Can I upgrade/downgrade my dedicated server?

It is easy to upgrade/downgrade memory, but all of our motherboards have maximum memory limits. Please always contact our sales department first to verify if your dedicated server can be upgraded/downgraded or not. It is not easy to upgrade/downgrade the CPU or hard drives. It is better to put a new dedicated server online and migrate the data manually. Our experienced support staff is available to help your migration for free.

Can I buy additional IPs for the dedicated server?

A dedicated server comes with two dedicated IPs for free (primary IP and IPMI IP). You can order up to 16 dedicated IPs per ARIN justification. We need the IP usage for every IP that you order from us. If you need more extra IPs for special reasons, please confirm with us by submitting a ticket to our sales group. The additional dedicated IP is $2.00/month/IP.

What security measures do you take to protect my dedicated server?

Security is our top priority. All physical servers are behind our hardware firewall. We blocked ports like 135-139 and others in our network for security reason. We also monitor our network very closely and will stop attacks that come.

What is the meaning of “100Mbps Unmetered Bandwidth”?

We do not measure or monitor the bandwidth usage for the individual dedicated server, so you don't need to worry about overage charges. The maximum speed you can get is 100Mbps. “Unmetered” does not mean “Unlimited.” We do monitor our network very closely. If you use too much bandwidth and affect other client’s usage, we will have to ask you to reduce the bandwidth usage.

What’s the enterprise-level SQL Server hosting solution?

Dedicated SQL Server plans are best for enterprises with high service availability and data safety requirements. We have various solutions for these kinds of scenarios.