Common Questions and Answers

How reliable are cloud backups?
Backups are stored on Amazon Web Services Simple Storage System, known as S3. S3 boasts object durability levels of 99.9%, achieved by storing redundant copies of data across multiple geographies and facilities. S3 is not the cheapest alternative for data storage, but it is one of the most reliable.

Does this include Hosting?
No. Our premium and enterprise support plans are in addition to standard hosting, which we manage on a dedicated Uber Global Virtual Private Server. You can read more about our hosting service here. We don’t need to host your site to offer Premium Support.

What happens if my site is compromised or flagged as Malware?
Firstly, we will try to remove the identified malware. If this is not practical, we will roll back using our backup service, and restore the website to a date prior to when the malware was identified. We use CodeGuard software which automatically detects and instantly sends change alert emails.

Are there any limitations to this protection?
The digital landscape is changing rapidly. Our monitoring system has been reliably supporting our security and backup system since early 2014. However, we do not provide 100% protection guarantee, instead we offer a vigilant monitoring service and redundant cloud-based backup if your site is breached.

Do I need to change web hosting providers?
No, you do not need to be hosted with us to receive support from ZOIK.

Can I cancel at any time?
Yes, but unfortunately we cannot refund any prepaid payments.

How quickly do you complete my support request?
Generally we will reply during business hours on the same day as your request. Please refer to the T&C for full details.

I have more than one website, can you still help me?
Yes we can, but please understand that each site requires the same amount of dedication and there are no discounts for multiple websites.