Questions?

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Check out our Frequently Asked Questions below, and if you still can’t find an answer, Contact Us.

Frequently Asked Questions

What makes Genlack Hosting Different?

Regardless of the size of your business, how much traffic your website gets or how many sites you are hosting with Genlack every client receives the same personal service and support. There are a lot of choices for web hosting at very competitive prices. What sets us apart is our commitment to working with you to make anything related to your web hosting stress free. We're happy to refer you to some of our current clients for a reference, just send us a note.

I already have a Website hosted with another company. How hard is it to switch to Genlack?

It's as easy as filling out a form. We'll handle the rest.

Which hosting plan is right for my business?

Our shared hosting plan is adequate for most personal, small businesses and nonprofit organizations.

If you have a site that receives more than 50,000 visits a month, sells more than 100 products online or is a membership-based site with over 300 users, you would be better suited to our Business plan which is a shared hosting plan with some additional resources to give you the power your need for your business.

If you are creating a web application, are very high profile, high trafiic, or have more robust security needs you'll want to consider a Virtual Private Server (VPS).

View all our plans and pick the one that is right for you here. Or, contact us and we'll help you decide.

Can you help me build, revise or maintain my Website?

Genlack has a long history of creating and maintaining client websites. While we're no longer in the web design business we offer monthly maintenance packages to keep your site running and up-to-date. If you need help with site maintenance contact us so we can discuss your needs.

If you are looking to create a new website from scratch, to revise your current site, or develop your marketing plan, please visit our web design partner Bostrom Graphics and tell them Genlack sent ya!

What are Genlack's backup policies?

How we protect your data

Genlack performs daily disaster recovery backups of our hosting platform. The backups are retained for 24 hours and then replaced with the most recent backup. We also practice redundant drive backups to prevent data loss due to a drive failure.

Are the backups publicly accessible?

The purpose of our backups is to protect against data loss due to hardware or software failure. Customers do not have access to the backups. If you need us to recover files for you, we offer one free restoration per month, per account. If you need that service please open a ticket and let us know what files and folders you need restored. We can also provide a complete Cpanel backup, which would include everything on your site.

However...

You shouldn't rely on our system backups to protect your data. If you are using Wordpress, Drupal or any type of CMS you should install one of the many excellent website backup plugins. If you are using our local email (instead of Gmail, Outlook, Zoho, etc) you should make sure to download any emails you want to keep to a local machine. If you need assistance in configuring a backup plan for your site open a ticket and we'll be happy to go over options based on your sites needs.

Why do I need an SSL Certificate?

An SSL certificate is a file installed on a web server that ensures that the domain name in the certificate matches the domain name of the site being visited. It enables a visitor’s browser to make a secure connection to the site and allows the traffic back and forth to be encrypted so third-parties cannot intercept the conversation. Encryption is critical whenever financial transactions are being made on a site, or any other sensitive information is being passed back and forth.

Google Chrome, Firefox, and most other web browsers now display various security warnings on sites that do not use HTTPS, so SSL certificates have become standard even on websites that are not hosting sensitive data.

Genlack includes a free Domain Based (DV) SSL certificate with every hosting plan. If you need a more robust certificate, SSL warranty and liability protection, backward browser compatibility, or a visible site seal please open a ticket and we'll assist you with purchasing the appropriate SSL certificate upgrade. If you've purchased an SSL certificate from a third party we'll install it for you free of charge. Just open a ticket and attached the files supplied by your SSL certificate issuer.

What is your refund policy?

We offer a 30-day, no questions asked refund of web hosting fees. We can't refund domain registration fees or upgraded SSL certificate fees.

Please see our Terms of Service document under the Cancellation and Refunds section for details. Please remember to backup your site and data before cancelling as it will be deleted immediately upon cancellation. The refund policy only applies within the first 30-days of creating your account with Genlack.

Of course, if you are having any problems please contact us before cancelling so that we can address any issues you may have.

Can I host my videos, music, or portfolio on Genlack?

You can upload your content and embed most types of media using the <embed> tag and <audio> and <video> elements.

You can also embed from YouTube and Vimeo and install any type of portfolio, video or audio management plugins on your site.

We do not support streaming over server-based applications such as ShoutCast.

What are my email options?

Genlack offers unlimited free email addresses associated with your website (you@yoursite.com, someone-else@yoursite.com, etc.). You can learn about how to add and manage your email by checking our knowledge base.

You can access your email accounts via a local email client like Thunderbird, or via our webmail interface.

You can also connect your Gsuite, Zoho, Outlook or any other commercial email provider account to your website. Instructions for doing that will be available with the email provider, however, we're always available to help you get everything set up and running whether you're using the local Genlack email or any other provider.

What is a Cpanel and how do I use it?

Cpanel is an industry-standard website hosting management program. It allows you to manage your web hosting files, emails, user accounts and all aspects of your website directly from your browser. It has a built in file manager for managing your site and includes a section to automatically install 100s of software programs directly on your site. You can install systems like Wordpress, Drupal, PrestaShop, PHPbb, Open Real Estate and more with one-click in your Cpanel. You can also create and manage your CMS-based website database directly from your Cpanel. You can learn more about Cpanel features in our Knowledgebase

What is your support policy and how to do I get support of my hosting account?

Our support policy is simple. If you need any help with anything regarding your web hosting account we're here for you.

If you have any questions or need support with your web hosting account just email us at support@genlack.com or open a support ticket.

I would like to speak to someone at Genlack before I choose to host with you. How can I do that?

We'd love to hear from you! Fill out our contact form and someone will get right back to you.

What if I have a question that isn't listed here?

If you have a specific question about using your Genlack web hosting account start with our comprehensive Knowledge Base.

If you don't see what you're looking for or need a more detailed or personal answer you can always email us at support@genlack.com, open a support ticket, or fill out our contact form and someone will get right back to you.

703.910.3312