Frequently Asked Questions

Faciotech is a web infrastructure and digital services provider offering hosting, domains, SSL, email solutions, backups, and business applications, along with professional services such as software development, design, marketing, and IT support.

Our services are designed for individuals, startups, small businesses, NGOs, educators, enterprises, and developers who need reliable online infrastructure and practical digital solutions.

We focus on performance, security, and human support. Plans are built to be easy to launch, easy to manage, and scalable when your needs grow.

No. Many products are designed for beginners. Our team can help with setup, migrations, and troubleshooting, and our guides cover common tasks step by step.

Use the sign-up or checkout flow to create an account using your email address. After purchase, you can manage all services from the Client Portal.

Support is available through live chat and support tickets. Choose live chat for urgent issues and tickets for detailed requests that need investigation.

Include your domain or service name, a clear description of what you tried, exact error messages, and screenshots when possible. Mention when the issue started and any recent changes.

Yes. We can help with launching your first website, connecting domains, creating email mailboxes, installing WordPress, and basic security setup.

Use the Knowledgebase and tutorials area for step-by-step help on domains, hosting, DNS, email, and billing tasks.

The Client Portal is your management hub for services, domains, invoices, support tickets, and settings such as DNS, email, and security options.

Yes. Pricing and checkout may be available in multiple currencies, depending on your selection in the website header.

Yes. A public status page displays real-time service health and scheduled maintenance, allowing you to confirm whether an issue is local or platform-wide.

Yes. Upgrades are supported as your website, email, or application grows. Our team can also guide you to the most cost effective path.

Yes. We offer programs and reseller options for agencies, developers, and partners who manage client websites or offer hosting related services.

Pick your goal first: register a domain, buy hosting, or set up email. Then complete checkout and follow the welcome instructions to connect your domain, install your site, and secure it with SSL.

Accepted payment methods can include major cards, PayPal, and bank transfer options where available. The checkout page and invoice will show the payment options for your location and currency.

Invoices are typically generated ahead of the renewal date to give you time to review and pay before service interruption.

Visible pricing may exclude VAT or GST. Taxes are calculated during checkout or on your invoice where applicable.

Most products support multiple billing cycles such as monthly, quarterly, semi annual, or annual. Longer billing cycles usually reduce effective monthly cost.

Open the Client Portal, select the service, then choose an upgrade or billing option if available. Support can help if the option is not visible for your service.

Auto-renewal automatically renews eligible services before expiry using your saved payment method. Enable it in the service settings to reduce the risk of expiration.

A failed payment can trigger reminders and, after a grace period, suspension. Update your payment method and pay the outstanding invoice as soon as possible.

Yes. Add or update payment methods in the Client Portal under billing or payment settings.

Yes. Paid invoices in the Client Portal serve as receipts and can be downloaded or printed for accounting.

Refunds depend on the product and policy. Many hosting plans offer a money back period for new purchases, while domains and some add-ons are often non-refundable because registry and third-party fees are paid immediately.

Submit a cancellation request in the Client Portal for the specific service. Ensure you back up websites, databases, and emails before the cancellation date.

Cancellation may end the service immediately or at period end, depending on your choice. Non renewal simply disables auto renewal and lets the service expire at the end of the paid term.

Expired hosting and add ons may be suspended and later deleted after retention windows. Domains may enter registry grace and redemption stages with different fees and timelines.

Update your billing profile and company details in the Client Portal. For already issued invoices, support can advise what adjustments are possible under policy.

Certain products may offer promotions, multi year pricing, or bundled value such as a free domain on eligible hosting. Promotions vary and are shown during checkout.

Support is available via live chat and support tickets. Knowledgebase articles and tutorials cover many common tasks.

Support can help with DNS configuration, domain transfers, hosting settings, email setup, SSL installation, backups, migrations, and troubleshooting.

Check the service status page first, then open a ticket with details of the affected service, error messages, and the time the issue started.

Live chat is recommended for urgent service interruption. Tickets are best for complex issues that require logs, screenshots, or step by step investigation.

Yes. Many hosting plans include a migration option. Provide your previous host details and access method, and we will plan the transfer to reduce downtime.

Hosting services commonly include an uptime target published on the site. Maintenance windows and third party outages can affect service availability.

Use the Forgot Password link on the login page to receive a reset email. Use a strong, unique password and enable two-factor authentication if available.

Open the Client Portal and navigate to Services. Each product has a Manage view with settings and actions such as renewals and upgrades.

Describe the goal, the exact steps you followed, and what happened. Include the domain or service ID, screenshots, and any recent changes.

Availability varies by product and region. Live chat and tickets are the primary support channels for consistent global coverage.

Support can assist with server, DNS, SSL, email, and platform-level troubleshooting. Application-specific plugin issues may require developer assistance, although we can provide best effort guidance.

Use the contact form or open a sales ticket describing your project goals, timeline, and scope. Include links to examples if you have them.

Create a separate user or share limited access using secure credential sharing practices. Never share passwords over email. Prefer portal user management and role based access if available.

Plan for software updates, password rotation, backups verification, and periodic security reviews. A staging environment is recommended before major site updates.

Use the abuse reporting channels or support to report suspected phishing, malware, impersonation, or email abuse related to a domain or service.

WHOIS privacy helps reduce exposure of registrant contact details in public WHOIS records when the registry allows it. Eligibility varies by extension.

Domain locking helps prevent unauthorized transfers. Keep it enabled unless you are actively transferring the domain.

DNSSEC adds cryptographic validation to DNS responses to reduce spoofing risks. Availability depends on the domain extension and DNS platform.

The Acceptable Use Policy defines prohibited content and behavior such as malware distribution, phishing, and abusive usage. Violations can lead to suspension to protect users and networks.

Security tooling and scanning options may be available on hosting plans. Keep applications updated and use strong credentials to reduce risk.

Reports are reviewed under abuse response processes. Evidence such as URLs, headers, and timestamps helps speed investigation.

Privacy practices are described in the Privacy Policy. Keep your account profile accurate so security notices reach the correct email address.

Two factor authentication improves account security. Enable it in your account security settings if available.

Backups should be encrypted in transit and at rest when possible, and access should be limited to authorized users. Store additional offsite copies for critical systems.

Take the site offline if needed, reset passwords, scan for malware, restore from a clean backup, and update all software. Support can help with server-side cleanup and recovery guidance.

HTTPS requires an SSL certificate. Many hosting plans include SSL options, and you can also install a purchased certificate.

Legal requests are handled under published legal processes. Submit complete documentation to avoid delays.

Abuse reporting channels can be used to report infringing or illegal content. Reports must include sufficient details for verification.

Use SPF, DKIM, and DMARC records for your domain. Strong mailbox passwords and multi-factor authentication also help.

We may notify customers through portal notices, email, or support tickets depending on the severity and the scope of the issue.

Update nameservers in your domain management area. DNS changes can take time to propagate.

DNS records can be updated in your DNS/Zone editor. If you are unsure which records to use, open a ticket and share your target provider's instructions.

Transfers typically require an authorization code and an unlocked domain. Check your domain's transfer status and follow the transfer prompts in your Client Area.

Hosting offerings include shared hosting, WordPress optimized hosting, reseller hosting, VPS hosting, and dedicated or cloud servers, depending on your performance and control needs.

Shared hosting places multiple sites on one server with managed resources. It fits personal sites, small businesses, and new projects with predictable traffic.

WordPress hosting is optimized for WordPress performance and management, often including migration help and tooling such as staging environments.

VPS hosting provides isolated resources and more control than shared hosting. It is a good fit for growing websites, custom applications, and sites with higher traffic.

Dedicated servers provide a single physical machine for your workloads. Cloud servers use virtualization and can scale resources more flexibly, depending on configuration.

Managed IT Services provides ongoing management of your IT environment, such as user support, device and network oversight, and security hygiene, under a defined service plan.

Help Desk Services focuses on end user support, troubleshooting, and request handling through a ticketing and escalation process.

Managed IT suits organizations that need predictable coverage and proactive maintenance. One time support fits small tasks or short term troubleshooting.

Remote support is common for most issues. Onsite support availability depends on location and scope.

Onboarding usually includes inventory, access setup, baseline security checks, and agreement on support hours, escalation paths, and documentation.

Access is handled using least privilege and secure storage. Admin access is granted only when necessary and revoked when no longer needed.

Yes, we can assist with administration tasks such as user management, mailbox setup, security settings, and DNS records, depending on scope.

Yes. We can advise on router and firewall configuration, segmentation, and best practices to improve reliability and security.

Services can include security best practices, hardening, and alerting. Monitoring depth depends on the plan and required tooling.

We help design backup routines and recovery runbooks. Testing restores is critical and should be scheduled regularly.

Response time depends on the service tier and severity. Critical outages are prioritized over general how to questions.

Yes. We can propose phased support plans that cover the highest risk areas first, such as email security and backups.

Yes. Documentation reduces recurring issues and helps new team members. We maintain change notes and access lists where appropriate.

Yes. We can act as a technical liaison with ISPs, SaaS vendors, and hardware providers to resolve escalated issues.

Submit a request through the Services area or contact sales with your organization size, locations, and current pain points.

We build and support custom applications, including business systems such as CRM and ERP tools, internal portals, and workflow automation.

A CRM helps manage customer relationships, sales pipelines, and communications. An ERP coordinates internal operations such as inventory, finance, HR, and procurement.

We start with discovery to define goals, users, workflows, data, and success metrics. Then we produce a scope, timeline, and delivery plan.

Yes. Product design can be included so the interface matches user needs and reduces training time.

Yes. Integrations can include payment gateways, email services, accounting platforms, SMS providers, and APIs, depending on access and feasibility.

We map data sources, validate formats, run test imports, and confirm results with stakeholders before final migration.

Yes. Hosting can be provided on appropriate infrastructure such as VPS or cloud servers based on performance and security needs.

Security includes access controls, encryption where appropriate, code review, dependency management, and deployment hardening.

We use an agreed change process so scope changes are documented, estimated, and approved before implementation.

Ownership and licensing are defined in the project agreement. Many clients receive ownership upon full payment, with third party libraries under their own licenses.

Yes. Maintenance can include bug fixes, feature updates, monitoring, and security updates under a support plan.

Mobile development can be offered depending on scope. Some solutions use responsive web apps to reduce cost and increase reach.

Testing includes functional checks, user acceptance testing, and performance validation for key workflows. Staging environments are used for safer releases.

Timelines vary with complexity. A discovery and prototype phase often delivers early value while the full build continues.

Share your goals, user roles, and current workflow. We will schedule a discovery session and propose a delivery plan.

Digital design can include website design, landing pages, brand visuals, UI design for apps, and design systems that keep experiences consistent.

Yes. A redesign can improve layout, speed, and usability while keeping your current pages and messaging.

Yes. Designs are built to work well on phones and tablets first, then scale to desktop.

Yes. Provide brand colors, fonts, logos, and examples. We will align layouts and components to your guidelines.

Copywriting can be included as an add on. If you provide your own text, we can still edit for clarity and web friendliness.

We follow accessibility best practices such as readable contrast, keyboard navigation, and semantic structure where possible.

E-commerce design is available depending on platform choice and requirements such as payments, shipping, and catalogue management.

Platform choice depends on goals. Options can include WordPress, custom builds, or site builders for fast launches.

We can help source stock assets or create simple graphics. Clients typically provide business-specific photos and final approvals.

Revisions depend on project scope. A standard process includes review rounds after wireframes and after visual design.

Yes. Speed optimization can include image compression, caching, code cleanup, and choosing the right hosting tier.

Yes. SEO friendly structure includes clean URLs, headings, metadata support, and performance improvements.

Yes. Landing pages are designed for a single goal, such as lead capture, booking, or purchase, and can include tracking.

Yes, depending on the platform. WordPress and site builders are designed for easy updates without development.

Send your current site link, examples you like, your target audience, and the pages you need. We will propose a design plan.

Services can include SEO, content strategy, social media support, paid ads guidance, and conversion rate improvements.

SEO improves search visibility through content and technical improvements. Early gains can happen within weeks, but meaningful results usually take months.

Yes. Local SEO focuses on map listings, local keywords, and consistent business information across directories.

Yes. We can configure analytics, conversion events, and basic dashboards so you can measure results.

Social media management can include content calendars, posting, basic design assets, and community engagement guidelines.

We can assist with setup, landing page strategy, and performance tracking. Ad spend is separate and paid directly to the advertising platform.

Success metrics depend on the goals: common measures include leads, sign-ups, sales, bookings, traffic quality, and cost per acquisition.

Content creation can include website copy, blog posts, and simple graphics, depending on scope and industry.

Yes. Conversion optimization can include faster pages, clearer calls to action, forms that reduce friction, and trust signals such as reviews and security badges.

Yes. We can help set up lists, templates, and basic automation, and guide best practices for deliverability.

A website is strongly recommended because it offers control, credibility, and measurement. Social only strategies are possible but usually limit long term results.

Yes. We can suggest naming approaches and domain strategies to protect your brand and improve memorability.

Multi-language marketing is possible depending on available content and translation needs.

We use an approval workflow so you can review content before publishing. Brand guidelines and prohibited topics are documented upfront.

Share your goals, target audience, current channels, and budget range. We will propose an initial plan and quick wins.

Consulting can include infrastructure planning, cloud readiness, security reviews, vendor selection, and technical roadmaps aligned to business goals.

Yes. We can assess performance, uptime history, security posture, and cost, then recommend a phased improvement plan.

Yes. Recommendations consider traffic patterns, application requirements, budget, and the level of control you need.

Yes. Planning includes architecture choices, data migration, cutover strategies, and risk management to reduce downtime.

We can review common risk areas such as outdated software, insecure plugins, weak credentials, and missing backups, then recommend remediation.

We can help interpret technical controls needed for common compliance goals, but legal advice should come from qualified counsel.

Yes. We can help implement SPF, DKIM, and DMARC and review sending practices.

Yes. Plans include backup frequency, restore testing, recovery time targets, and documented runbooks.

Yes. A roadmap aligns spending with risk reduction and growth goals, often phased across quarters.

Training can include admin basics, security hygiene, and operational runbooks tailored to your environment.

We can provide technical comparison and evaluation support, and highlight hidden costs such as renewals and add on fees.

Yes. Engagements can be tailored to procurement rules, reporting needs, and budget constraints.

We start with discovery, gather evidence and constraints, then provide recommendations and an implementation plan. Implementation can be handled by your team or ours.

Deliverables can include assessment notes, architecture diagrams, a prioritized backlog, risk register, and timeline options.

Send a summary of your current setup and your goals. We will schedule a scoping call and propose an engagement plan.