FAQs

Technical Support is available by phone during Australian business hours (9AM - 5PM, AEST) and via email 24x7 for all Business and Reseller hosting customers. This also extends to Cloud, Virtual & Dedicated Server customers who have purchased the Server Management add-on.

You can contact our Technical Support team via a variety of methods. You can submit a ticket from the Support Desk, via email (techsupport@crucial.com.au) or via phone (1300 884 839).

Crucial maintains backups of all Business and Reseller hosting accounts, meaning we can recover your files in the case of an emergency for a standard fee. Our Virtual and Dedicated Servers have an optional backup add-on which takes nightly backups over a 7-day rolling period. Crucial cannot guaranteed the intergrity of internal or customer backups.

Our average initial response time for a ticket is under 30 minutes and most tickets are resolved within 90 minutes.

Our average wait-time for a representative to answer your call is under 60 seconds.

Crucial’s Technical Support team strives to deliver the highest quality support available in the industry. To achieve this, all support requests are assigned to a technician and acknowledged within 30 minutes. Resolution times vary depending on the nature of the issue, but we understand the time sensitive nature of web hosting and will investigate and resolve your issue in the shortest possible timeframe.

No, only our Business and Reseller packages include Technical Support. For Cloud, Virtual and Dedicated Servers, we offer an optional Server Management add-on which provides operating system level support.

No, only the Reseller is permitted to contact our Support Desk. Third parties will be declined Support.

Crucial can investigate any network or infrastructure level issues for the customer along with action reboots and shutdown/power up services.

You can update your account details by logging into the Crucial Control Panel (https://control.crucial.com.au) and clicking ‘My Account’. This will allow you to update your name and contact details.

Accounts are available via phone & email during Australian business hours (9AM - 5PM, AEST).

We accept Visa, Mastercard, American Express, Paypal and Direct Deposit Payments from an Australian bank accounts. We do not accept cheques.

You can easily cancel your account by logging into the Crucial Control Panel (https://control.crucial.com.au) and submitting a cancellation request.

We do not direct debit Australian bank accounts. Alternatively you're welcome to setup automatic Credit Card payments by adding your details via the Crucial Control Panel.

No, all our Business, Reseller and Cloud/Virtual Server packages are contract-free. Dedicated servers have a minimum 12 month contract.

Yes, all services are set to auto-renew to ensure business continuity.

You will receive your renewal invoices via email, five (5) days before your invoice due date. Credit Card payments will process automatically on the invoice due date.

You will always be emailed a copy of your invoice, additionally you can also access invoices within the Crucial Control Panel.

Any payments not received on the due date may be subject to suspension and late fees.

We offer flexible Monthly, Semi-annual and Annual billing cycles. .Au domains are on a standard two-year billing and registration cycle.

Yes, all service costs include the GST.

No, unfortunately we cannot accept cheque payments.

All upgrades are billed on a pro-rata basis depending on how long you have remaining on your current billing cycle.

You can add a sub-contact via the Crucial Control Panel.

Your statement will list the payment to ‘CRUCIAL PARADIGM SURRY HILLS’

Crucial houses all infrastructure within a private cage at world-class Equinix SY3 Datacenter in Alexandria, Sydney. A tier-4 facility (the highest rating possible).

Yes, Crucial uses 256-bit SSL encryption on all areas of the site that hold or receive customer information.

Yes your information will be safe. We take security very seriously and have a multiple physical and network levels of protection for all services.

Absolutely, Crucial uses industry standard 256-bit SSL encryption on our website and payment gateway. You can verify this by checking for the padlock icon in the address bar of your browser. A secured padlock indicates that any details you enter will be securely encrypted for transmission.

Your accounts team can call to inquire about your account if they are authorised by you to do so. They will need to be able to answer all security questions asked by Crucial staff.

To select a secure password for your service please read this great blog article from Crucial team member Daniel: http://bit.ly/O75gtj

All data is housed on infrastructure within our private cage at the Equinix SY3 Datacenter in Alexandria, Sydney.

To ensure that fraudulent orders are not processed through our website, we have a strict fraud detection system in place. If you feel the fraud detection system has incorrectly labelled your order as fraud, please contact our friendly sales staff and they will verify and complete your order.

Public access to Equinix SY3 is restricted. However, personal Datacenter tours can be provided to prospective and existing customers; please contact our Sales desk for more information.

Crucial is a recognised Infrastructure as a Service (IAAS) provider only. We do not offer co-location.

Yes,all packages include cPanel 11. Even the free package!

Technical Support is available by phone during Australian business hours (9AM - 5PM, AEST) and via email 24x7 for all Business and Reseller hosting customers.

Yes, you can use the Cloud Web hosting packages to host email plus a whole lot more.

Yes, It is very easy to upgrade to a larger package. All upgrades must be placed via the Crucial Control Panel.

Each cPanel hosting package has different limits. For Cloud Web hosting packages, you can find out the limits of your package by visiting the appropriate link on our website (http://www.crucial.com.au/web-hosting/business.php or http://www.crucial.com.au/web-hosting/reseller.php).

Yes, all Web and Reseller accounts include Fantastico, which allows you to install all the most popular turn-key web applications including Wordpress, Joomla and Drupal.

Yes, if your current website is hosted on its own cPanel account, our Technical Support team will happily migrate your cPanel account to Crucial’s servers. For Resellers, there is a limit of up to 15 free cPanel account migrations when signing up for a new account.

Yes, all cPanel domains are limited to 500 emails per hour.

Yes, to ensure a fair and optimal hosting experience for all customers we limit resource usage to 5% for each domain. This is enforced through the CloudLinux operating system. Customers who continually exceed the resource usage limits will be advised by Technical Support and upgrade paths will be recommend.

As of December 2012, the current versions apply: cPanel/WHM: 11.32.4 build 14, MySQL client version: 5.1.63, MySQL server version: 5.1.63-cll, PHP version: 5.2.17, Perl version: 5.8.8.

The standard php_memory limit on Cloud Web Hosting packages is 32MB.

Simply submit a Technical Support ticket and request a restoration from backup, all cPanel account restorations incur a standard $10 AUD fee.

Yes, all packages come with SpamAssassin as standard which can be configured within cPanel.

You decide! Depending on your Cloud Reseller package limits, you can divide up the available resources among your clients however you choose.

Technical Support is available by phone during Australian business hours (9AM - 5PM, AEST) and via email 24x7 for all Business and Reseller hosting customers.

Yes, It is very easy to upgrade to a larger package. All upgrades must be placed via the Crucial Control Panel.

Whilst Cloud Web hosting packages can accommodate multiple sites through ‘add-on domains’, their functionality is relatively limited. For instance, add-on domains do not have their own cPanel account and cannot use dedicated IPs or SSL certificates. Whereas each domain created under a Reseller account acts as it's own independent cPanel account, with full functionality.

You can upgrade through our Cloud Reseller hosting packages to host a maximum of 50 cPanel domains. If you require more hosting space than this, you will need to upgrade to a Cloud VPS which has more resources available. Virtual Servers can be configured with cPanel/WHM so that management of your hosting accounts is as easy as our Cloud Reseller packages.

Simply submit a Technical Support ticket and request a restoration from backup, all cPanel account restorations incur a standard $10 AUD fee.

Yes, all packages come with SpamAssassin as standard which can be configured within cPanel.

As of November 2012, the current versions apply: cPanel/WHM: 11.32.4 build 14, MySQL client version: 5.1.63, MySQL server version: 5.1.63-cll, PHP version: 5.2.17, Perl version: 5.8.8.

Yes, all cPanel domains are limited to 500 emails per hour.

No, we offer Linux based cPanel/WHM Cloud Reseller hosting only.

Please follow this handy blog post.

You can find Reseller/WHM tutorials here.

Yes, we offer ClientExec (free) and WHMCS ($10/Month). Crucial does not provide Technical Support for these applications.

Yes! Please submit a Technical Support ticket and one of our Tech gurus will install it for you. Installations incur a standard $20 AUD fee.

The Blazze SSD VPS and Virtual Servers offer the same level of functionality of a virtual machine, however the Blaze Cloud VPS runs on a cluster of high-availability servers with hardware failover redundancy. This means there is no single point of hardware failure that can bring your VPS offline.

By default, our Blaze Cloud VPS packages are self-managed meaning you have full control over your hosting environment. If you would like the support of our Technicians, you can purchase the optional Server Management add-on which provides 24x7 support.

Yes, you can scale the RAM up to 24GB and the number of Cores up to 12, creating a truly elastic solution with huge levels of performance.

The Blaze Cloud VPS includes a full-featured web based control panel and downloadable mobile app, you can start/stop, reboot, rebuild plus so much more.

The Blaze Cloud VPS is based on enterprise HP Blade servers and SolidFire SSD SAN storage. More specifically, each cluster comprises eight HP ProLiant BL490c Blades connected to our highly-available SolidFire all-SSD SAN.

Traditional Virtual Servers offers lower levels of performance. They are generally single-point-of-failure dedicated servers with RAID 10 (local) storage and offers decent performance and reliability. The Blaze Cloud VPS offers higher performance with the added benefits of SolidFire SSD SAN storage. In essence it is a Virtual Server in every sense, however the performance and redundancy is unmatched by any other offering within Australia.

Cloud Virtual Servers deployed prior to December 2012 utilise a 10Mbit port. Blaze SSD Virtual Servers deployed after December 2012 utilise a 20Mbit port.

Your Cloud VPS will utilise the same enterprise HP Blade servers and will offer the same levels of high-availability. All Cloud Virtual Servers deployed prior to December 2012 will utilise our HP Lefthand SAS-based SAN storage, performance levels are still extremely high for this product. Upgrade paths to the Blaze Cloud VPS will be advised of in the short term future.

Yes, you can purchase cPanel/WHM licensing and have cPanel installed on your VPS for only $15.00/month.

The Blaze Cloud VPS and PAYG Cloud both offer hardware failover redundancy and SolidFire SSD SAN Storage. This means there is no single point of hardware failure that can bring your service offline. However whereas the Blaze Cloud VPS is a single Virutal Machine with its own resources, the PAYG Cloud gives you a whole resource pool of RAM, CPU Cores, Storage, IOPs plus more; allowing you to create, destory and manage multiple VMs.

The creation, deletion and management of your VMs is carried out within the PAYG Management portal.

The PAYG Cloud offers unique hourly billing based off the resources you use (RAM, Storage, CPU, IOPs, IP Addresses, Bandwidth etc). A usage invoice is generated at the end of the calender month based on your usage for that calendar month cycle.

We only accept credit card payments for the PAYG Cloud service. A Credit Card pre-charge will be processed when the service is setup for the first time, this payment will be added to your credit balance.

Pricing for each VM will always be variable, this is due to the length of a calendar month (number of actual hours). Additionally, each VM will incur different bandwidth usage throughout any given month, affecting the total investment for the month. For more information please view the Hourly Pricing Table.

At present the PAYG Cloud is a self-service platform, Support options will follow in the upcoming months. The service is geared towards companies who have a clear understanding of their Cloud hosting requirement and the Technical ability to support these requirements.

Each VM you create will include, for free: 100 Guaranteed IOPS, 20Mbit Port and 1 daily backup.