This page answers the most common questions about services, ordering, and management policies. Our customer service will be happy to answer all questions related to our services.
Ordering, invoicing and termination
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The normal delivery time for services is 1-3 days. However, most services are delivered in less than 24 hours. Any delays will always be notified to the customer separately.
Delivery of a domain name or additional service will only begin once the associated fee has been paid in full. Payments made through payment services are registered immediately. The customer may also provide a copy of the bank transfer details to speed up the processing of the order. Ordinary transfers are normally registered within three banking days of the payment.
Please ensure that your email address is valid, as all account information, invoices and customer service messages are sent primarily by email. Please check that your email is not, for example, full or otherwise non-functional. Messages often contain technical information and may be considered spam by many email providers. So please check your spam messages for spam as well. It is important that your contact details are always up to date. Contact details should be updated in the control panel and reported to our customer service team.
Invoices for services are sent primarily by email. The email will contain the details of the invoice, which you can use to pay by bank transfer from the bank of your choice. The breakdown and details of the invoice can be found in the attachment to the e-mail. The invoice can also be paid from the client system via the payment services.
Invoices sent by letter or e-invoice will be subject to a surcharge based on the total cost of each invoicing method. Invoices sent by e-mail are free of charge. For the price list of the letter and e-invoice, please consult the price list. For e-invoicing, the e-invoice identifier (OVT) must be entered in the Billing Address field of the order.
The invoice sent must always be paid by the due date. If the invoice is not paid by the due date, the service may be temporarily closed. Late payments will be subject to the statutory charges for late payment and interest on arrears. The opening of a closed service may be charged in accordance with the price list. In the event of cancellation, the fee will be refunded to the bank account indicated by the customer in accordance with the terms of the contract.
The subscription is valid until further notice, i.e. the subscription will automatically continue in the new billing period if it has not been cancelled. The subscription must be cancelled at least one month before the new billing period. For security reasons, we always confirm the cancellation separately and it is advisable to keep the confirmation of cancellation in order to avoid any ambiguity.
If you are not satisfied with the products or services you have received, please contact our customer service team and we will try to resolve the problem. If no solution is found, you have the right to refer the matter to theEU online dispute resolution forum, which can be found athttps://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase.
Sales tax is always included in our invoices. The reverse charge procedure for corporate trade is only possible at the customer's request if the total amount of the invoice, excluding VAT, exceeds EUR 500. Vat on invoices with VAT can be applied for for refund in accordance with the policies of the country in which the customer company is established.
About web hosting
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The web hosting price does not include the domain name. Domain names are charged according to the price list. However, the webhosting service can be used without a domain name and the customer is free to add his/her own domain names to the webhosting service.
The order is binding and valid until further notice. The subscription to the hosting company and its share of the order can be cancelled freely 14 days after the order. Subscriptions to additional services or domains or a share of the service cannot be canceled.
Web hosting Startti package is suitable for beginners and small sites with little content and few visitors. Startti package is not recommended for WordPress, Joomla!, Drupal or other heavy applications. See a test site implemented with WordPress using the Startti package.
Web hosting Perus package is better suited for medium sized sites with possibly a moderate amount of visitors and content. Perus package is usually sufficient for WordPress, Joomla! or Drupal without heavy add-ons and with low usage. See a test site implemented with WordPress using the Perus package.
Web hosting Teho package is best suited for growing sites with potentially large numbers of visitors and a lot of diverse content. Teho package is usually sufficient for normal WordPress, Joomla! or Drupal. See a test site implemented with WordPress using the Teho package.
Business packages are aimed at businesses and demanding users. They are best suited for online stores, popular and heavy sites, or the large community. A good choice for powerful WordPress use or e-commerce.
The package can be upgraded to a larger one at the turn of the billing period or in the middle of the billing period. The old package can also be upgraded to a smaller one in the middle of the billing period, but the service charge already paid will not be refunded. If the upgrade to a larger package is made in the middle of the billing period, we will issue a new invoice to refund the unused time of the old package and the new package will be invoiced until the end of the billing period. The package can be updated through the client system.
A web hosting package is not suitable for heavy use, multi-site hosting, development environments or any other special use, the best option for these purposes is a dedicated server, which you can find on the Servers page. A dedicated server also allows you to use a specific version of a server application (PHP, MySQL, etc.) and keep it running for an unlimited period of time.
The service is enhanced by a number of value-added services such as control panel, Website builder, SSH access, application repository and GIT version control. The SSH service is intended solely for more efficient and secure access to files and databases. It is not suitable for, for example, compiling programs or using IRC.
The web hosting servers are updated daily and the server applications (cPanel, PHP, MySQL etc.) are updated regularly. The software and scripts installed on the service must be up-to-date and comply with current standards and good programming practice to ensure that they will work without problems after updates. Obsolete features may be removed during updates. Security updates and minor upgrades occur on a daily basis. The schedule for major updates follows the LTS (long-term support) cycle, which means a conservative interval of 3 to 5 years. Regular updates are not announced separately.
Language translations of the service are incomplete. control panel or, for example, Website builder may not work fully in all browsers.
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Delivery of the domain name will only begin once the associated fee has been paid in full. Payments made through payment services are automatically registered as soon as the payment is made. The subscription is binding and valid until further notice. The free right of cancellation (14 days) does not apply to domain names and their share of the subscription price. Domain transfers are subject to the normal domain transfer fee and the domain expiry date is extended according to the billing period. The domain transfer itself is free of charge.
The period of validity indicated on the domain name invoice is indicative and the actual period of validity depends on the date of delivery of the domain name and, in the case of a transfer, the previous period of validity of the domain name, when the earlier period of validity is postponed to the end of invoicing. However, the domain name is valid for at least the time marked on the invoice.
It is imperative that the subscriber of the domain name ensures the legality of the domain name they have subscribed to (see section 4.1). instructions on legality).
Domain names containing national characters (e.g., uh, etc.) are not recommended as the primary domain name (see IAS 19, 2004). instructions on national characters).
Domain names are always under the control of the customer. However, by default, the WHOIS information for the domain name is set to Suncomet's information to protect your privacy. The WHOIS data does not affect the contracts between Suncomet and the customer or the domain name management relationship. The WHOIS can be set to any information the customer wishes. Changing WHOIS data is a chargeable service. Among domain names, .fi domains have a special status and .fi domains will always include the customer's details, which must also be kept up to date in accordance with the law.
The change of domain name holder or changes to the domain name contact details (WHOIS) are subject to a fee, which are charged separately according to the price list.
The price of a domain name depends directly on the price of the registry of the domain name extension in question. The price of a domain name can change significantly between billing periods if the registry has changed the price during the billing period. Price fixing is likely for the major endpoints (.com, .net, .org, .eu and .fi). Large price variation is more likely for other extensions. By choosing a longer billing period, you can protect yourself against price fluctuations.
Location of servers and services
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The servers of the hosting companies are located in Finland and the Netherlands.
Name servers can also be found in Germany, the United States and Singapore (geographical decentralisation).
Our own teams on datacenter staff guarantee the operation of our servers' hardware and networks 24/7 every day of the year.
Finnish DataCenter HEL1 information.
The central domain registers are located in several countries worldwide. Only the registers of terminals of the countries of the European Union are located within the European Union.
External services (e.g. Google Workspace or Microsoft 365) services operate mainly within the European Union, but also in the United States and worldwide.
The company's ownership, headquarters, management, customer service and product development are located in Finland.
Switch between providers
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When switching to a service provider, your domain name, pages, emails or other information stored in the service will not be automatically transferred. In principle, the customer is responsible for transferring their data and updating applications and email settings. In addition, the customer must acquire all the necessary information for transfers and the new service provider often does not have the opportunity or even the authority to obtain this information on behalf of the customer.
We offer a turnkey service for data transfer and service provider switching.
Domain transfer can be ordered from our online store.
When you transfer a domain name, you must unlock the domain. Any DNSSEC settings for the domain must also be removed. For the transfer, you will need a domain name broker's exchange key, which you will receive from the current service provider. The exchange key can also be called: EPP, auth code, authorization key, transfer ID, etc.
Upon completion of the migration, the domain name servers will be updated to point to Suncomet's server at the request of the client.
Some domain extensions require that the transfer be accepted from the whois e-mail address of the domain. The transfer is confirmed by going to and from the address provided by the email by clicking the transfer confirmation button (I Authorize, I Accept, I Approve, etc.).
If necessary, you can ask your old service provider to complete all of the above points and provide the necessary information for the transfer. A domain transfer can take up to 14 days in total.
When a domain name is transferred to our service, its name service and email settings change to the default settings of our service. If you want to point your domain e-mail services or subdomains elsewhere, you must change these settings from the dashboard before you go to the domain.
Contact information, billing information and communication
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Keeping up-to-date contact details is particularly important. In the worst case, outdated contact information can lead to a temporary closure of the service or loss of your domain name.
Our services include four types of contact information: billing contact information, contact information for the contact person, technical contact information in the dashboard, and domain name contact information (WHOIS).
Billing contact information is used to manage your billing. It is important to keep them up to date so that our billing department can contact you if necessary. You can update your billing contact details in the customer system.
The contact's contact information is used to handle the affairs of the account. Contact information is used in situations when our customer service services need to contact the customer and when the customer contacts our customer service. Each order is under one contact and only the contact can manage the information in the order. Contact information can also be updated from the customer system.
In the control panel, you can set an email address to which control panel, the server or our customer service will send technical messages related to your account. This includes information about disk space fill, certificate expiry and password changes. You can also use the same email to reset your account password if necessary. You can set up an account contact email from the Contact Information section of the admin panel. From the same place, you can also set which notifications you want to receive. The technical bulletins related to the services and their RSS feed can be found on their own pages.
The contact details of the domain name are reported to the registry and partly also publicly to the WHOIS database. Keeping the contact details of domain names up-to-date is based on the Act (Article 167 of the Information Society Code 2014/917) and failure to do so may even lead to the removal of the domain name (Article 169 of the Information Society Code 2014/917). You can update your domain contact information through our customer system and customer service.
Invoices sent to a customer, account information, or other technical messages can easily be sent to the Recycle Bin or spam folder because of the technical information they contain. Therefore suncomet.fi and suncomet.com should be added to the list of (safe) senders specifically allowed in emails.
Here are instructions for different email services and programmes.
1. Log in to Gmail
2. Click the arrow in the search box (Show search options)
3. In the From field, type: @suncomet.fi
4. Click Create filter
5. Choose Never forward to spam
6. Click Create filter
Hotmail / Outlook.com / Live
Add * @suncomet.fi and @suncomet.fi for a list of safe senders. Link to Outlook.com instructions .
Create a filter that moves @suncomet.fi sender's messages in your Inbox. Link to Yahoo! help in English.
Mark @suncomet.fi for a list of safe senders. Link to Outlook Help.
Apple Mail Program
Add @suncomet.fi contact information. Link to Apple Mail Help.
Mark @suncomet.fi messages "Not spam" and, if necessary, create a filter that marks @suncomet.fi sender's messages "Not spam". Link to Thunderbird Instructions.