Question 1

How do I order a service?

Accepted Answer

Use one of the configurators to build exactly what you need, or send an enquiry from the homepage. We review the configuration, issue a formal quotation in naira, and once you accept it we raise a service agreement and begin provisioning.

Question 2

Do I need an account before I can get a price?

Accepted Answer

No. Every configurator shows indicative monthly pricing as you build, and you can submit a request with just your name, email and company. You only create an account to track quotes, invoices and support tickets in the customer portal.

Question 3

How long does a quotation stay valid?

Accepted Answer

Quotations carry an explicit validity date and are shown to you before you accept. After that date we re-issue the quotation, because upstream bandwidth, power and hardware costs move.

Question 4

How quickly will someone respond to my enquiry?

Accepted Answer

We aim to respond to new enquiries within one working day, with a recommendation, indicative naira pricing and the service level that applies.

Question 5

Is there a contract?

Accepted Answer

Yes. When you accept a quotation we generate a numbered service agreement that freezes the lines, pricing, term and terms version. You sign it in the portal, and it is the document we both work from.

Question 6

What is the minimum term?

Accepted Answer

It depends on the service and is stated on each configurator and on the quotation before you accept. Colocation and connectivity typically carry a longer minimum term than virtual servers because of the physical and upstream commitments involved.

Question 7

What is included in a VPS plan?

Accepted Answer

Dedicated vCPU, RAM and NVMe-backed storage, one public IPv4 address, a chosen operating system template, and network transit from our Lagos facility. Pricing is per month in naira and shown live in the configurator.

Question 8

Which operating systems can I run?

Accepted Answer

Mainstream Linux distributions are available as templates, and Windows Server is available where you hold your own licensing. If you need a specific image or ISO, say so on the enquiry and we will confirm before provisioning.

Question 9

Do I get root or administrator access?

Accepted Answer

Yes. You receive full root or administrator credentials for your server once provisioning is complete. Management of the guest operating system is yours unless you have bought a managed add-on.

Question 10

Can I resize a server later?

Accepted Answer

Yes. Raise a request from the portal and we will quote the change. Increases are usually straightforward; reductions take effect from the next billing period so your invoicing stays clean.

Question 11

Are backups included?

Accepted Answer

Backups and snapshots are an explicit, priced option rather than something silently included. Choose them in the configurator or ask for them on the enquiry so the retention you need is written into the agreement.

Question 12

Where is my data stored?

Accepted Answer

Customer workloads and backups remain within Nigeria unless you instruct us otherwise in writing.

Question 13

What does a colocation quote cover?

Accepted Answer

Rack space measured in rack units or a full rack, committed power draw, cooling, cabling and cross-connects, plus facility access for your named engineers. Bandwidth is quoted separately so you can size it independently.

Question 14

How is power charged?

Accepted Answer

By committed draw in kilowatts rather than by guesswork. Tell us the expected draw of your equipment in the configurator and we will quote against it; sustained overdraw is re-rated rather than silently absorbed.

Question 15

Can I get remote hands?

Accepted Answer

Yes. Scheduled and emergency remote hands are available, logged against your account by duration, and billed where they exceed what your agreement includes.

Question 16

Can my engineers visit the site?

Accepted Answer

Yes, by prior arrangement. Access is limited to named individuals you nominate, subject to the facility's identification and escort procedures.

Question 17

How do I get hardware into the facility?

Accepted Answer

Raise a provisioning ticket with the delivery details and serial numbers before shipping. We receive, stage and rack the equipment against your agreement so nothing arrives unaccounted for.

Question 18

What bandwidth options are available?

Accepted Answer

Committed bandwidth sized in Mbps or Gbps, with burstable options where your traffic is spiky. Both are configurable and priced in naira in the connectivity configurator.

Question 19

What is the difference between committed and burstable bandwidth?

Accepted Answer

Committed bandwidth reserves capacity you pay for whether or not you use it, which suits predictable production traffic. Burstable allows short peaks above your baseline and is usually cheaper for uneven workloads.

Question 20

Can I announce my own IP space over BGP?

Accepted Answer

Yes. We support BGP sessions and bring-your-own IP space where you hold a valid allocation and can provide the usual authorisation records. Tell us your ASN and prefixes on the enquiry.

Question 21

Can you provide IP addresses if I do not have my own?

Accepted Answer

Yes. Additional IPv4 addresses and IPv6 blocks are available as priced options, subject to a justification for the quantity requested, as required by regional registry policy.

Question 22

What latency should I expect within Nigeria?

Accepted Answer

Hosting in Lagos removes the intercontinental round trip that offshore hosting adds, which is the single largest latency saving available to Nigerian users. Exact figures depend on your access network, so we test against your locations before you commit.

Question 23

Where is the infrastructure hosted?

Accepted Answer

In a carrier-neutral Tier III facility in Lagos, with redundant power and cooling paths, generator and UPS backup, fire detection and suppression, and controlled physical access. Facility specifics are available under NDA.

Question 24

What availability do you commit to?

Accepted Answer

Targets are stated per service in the service level agreement: 99.9% monthly for VPS and cloud, 99.98% monthly for colocation power, and 99.5% monthly for connectivity.

Question 25

How fast do you respond to incidents?

Accepted Answer

Response targets depend on priority and service, starting at 30 minutes for critical colocation power issues and one hour for critical VPS and connectivity issues. The SLA page lists each target.

Question 26

How do I raise a support ticket?

Accepted Answer

Sign in to the customer portal and open a ticket against the affected service. You can attach documents, and every ticket shows a live countdown to its response and resolution targets so you can see exactly where it stands.

Question 27

What happens if you miss a service level?

Accepted Answer

You can claim service credits as set out in the service level agreement. Credits are applied against future invoices rather than paid out in cash.

Question 28

Do you announce maintenance in advance?

Accepted Answer

Yes. Planned maintenance is notified in advance within the windows described in the service level agreement, and emergency work is notified as soon as we safely can.

Question 29

Is pricing in naira?

Accepted Answer

Yes. Every published price, quotation and invoice is in naira. There is no dollar exposure passed on to you mid-term for the services covered by your agreement.

Question 30

Are your prices inclusive of VAT?

Accepted Answer

No. All published prices are exclusive of VAT, which is charged at 7.5% and shown as a separate line on your quotation and invoice.

Question 31

How does withholding tax work?

Accepted Answer

Where withholding tax applies, you deduct it at the statutory rate against the service value and remit it to the tax authority. We record the expected credit against your account and reconcile it when you provide the credit note as evidence.

Question 32

How often will I be invoiced?

Accepted Answer

Recurring services are invoiced per billing cycle, monthly, quarterly or annually as stated in your agreement. Where a service starts part-way through a cycle, the first invoice is prorated by the actual number of days.

Question 33

Are there setup fees?

Accepted Answer

Some services carry a one-off setup fee, which is shown in the configurator and itemised on your quotation before you accept. Nothing is added after acceptance without a new quotation.

Question 34

How can I pay?

Accepted Answer

Bank transfer to the account shown on your invoice is the primary method, and payment terms are available to verified accounts. Every invoice carries a unique payment reference so we can match your payment automatically.

Question 35

What happens if an invoice is overdue?

Accepted Answer

We follow a documented reminder schedule before any service action, and the account owner is contacted at each stage. Suspension is a last resort and is described in the terms of service.

Question 36

Can I see my statement and outstanding balance?

Accepted Answer

Yes. The customer portal shows your invoices, payments, ageing and remittance details, and you can print or export a statement for your finance team.

Question 37

Can I cancel, and will I be refunded?

Accepted Answer

Cancellation and refund handling, including credit notes and any minimum-term implications, are set out in the refund policy and in your agreement.

Question 38

Can I add colleagues to my account?

Accepted Answer

Yes. From the account section of the portal you can invite colleagues and give each of them an appropriate role, so technical staff and finance staff see the parts of the account they need.

Question 39

Can other customers see my data?

Accepted Answer

No. Every record belongs to an organisation, and access is enforced in the database itself rather than only in the interface, so one customer cannot read another customer's quotes, invoices, services or tickets.

Question 40

How do you handle my personal data?

Accepted Answer

We process personal data in line with the Nigeria Data Protection Act and only for the purposes described in the privacy policy, which also explains your rights and how to exercise them.

Question 41

What if I forget my password?

Accepted Answer

Use the reset link on the sign-in page. We email you a secure link, and your password is never visible to our staff.

Everything customers ask us before they buy

Build a configuration

Read the commitments

Talk to an engineer

Getting started

VPS and cloud

Colocation

Connectivity, IP and BGP

Facility, uptime and support

Pricing, billing and tax

Accounts, team and data protection

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