Frequently Asked Questions
Answers to the questions we hear most often about our hosting, servers, and network services.
General
Where are SmartNet Group’s data centers located?
We operate from two facilities: Marseille, France and Koropi, Athens, Greece — giving you a choice of European locations depending on where your users are and your latency requirements.
What kind of support do you offer?
Our support team is available around the clock via live chat, phone, and our contact form. For technical issues, you can also submit a ticket directly from the Contact page.
Do you offer a service-level uptime guarantee?
Yes — our infrastructure is built around a 99.9% uptime commitment, backed by redundant systems and proactive monitoring across both data centers.
VPS Hosting
Do I get root access on VPS plans?
Yes, every VPS plan — Linux or Windows — includes full root/administrator access, so you have complete control over your server environment.
Can I upgrade my VPS resources later?
Yes. If your current plan no longer fits your needs, contact our sales team and we’ll help you move to a larger plan or put together a custom configuration through our "Build Your Own VPS" option.
What’s the difference between Linux and Windows VPS pricing?
Windows VPS plans cost more than their Linux equivalents at the same specs, reflecting the Windows Server licensing included with the plan.
Dedicated Servers
Are dedicated servers shared with any other customer?
No — a dedicated server is exclusively yours. You get the full CPU, RAM, storage, and bandwidth of the physical machine, with no other tenants.
What happens if my dedicated server’s hardware fails?
Our team monitors hardware health proactively. In the event of a failure, we work to resolve or replace the affected component as quickly as possible to minimize downtime.
Can I request a custom dedicated server configuration?
Yes — if our current in-stock units don’t match what you need, use the "Build Your Own Server" option to tell us your CPU, RAM, storage, and bandwidth requirements.
Billing & Orders
How do I actually order a plan?
Each plan’s "Order Now" button takes you to our secure WHMCS billing portal, where you can complete checkout directly.
What if I need something that isn’t on your pricing page?
Every product page includes a custom request option — fill out the relevant form and our sales team will follow up with a tailored quote.
Do you offer refunds or trial periods?
Refund and trial terms vary by service — contact our sales team before ordering if this is important to your decision, and we’ll walk you through the specifics for the plan you’re considering.
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