Frequently Asked Questions

If we haven't answered your question, or, you require further assistance, please log on to our Grande Support Center or call us at 614-794-5971.

Sales & Billing

1. Can I pay for my server using a Paypal account?

Yes, you will have an option to select paypal as the payment method during the ordering process.

2. When will my server be ready?

Your services will be provisioned within 24 hours of payment verification.

3. When will I be billed for my server?

Billing is on the 1st of each month.

4. If I cancel my server do I get a refund?

Within 7 days, if there is a technical issue with your dedicated server that XLHost cannot resolve, we will be happy to refund your initial payment. (Please note there is only one refund per customer)

There are no refunds on Virtual Private Servers.

5. What is your cancellation policy?

Cancellations can be made at anytime however you must cancel before the 1st of the month to avoid being billed for that month.

6. What is the charge for going over the allotted bandwidth?

Additional bandwidth is charged at $0.02/GB or $20 per 1TB. Volume pricing is available, contact sales for more information.

7. Do you have a reseller program?

XLHost does offer a reseller program, please contact sales for more information.

8. What methods of payment do you accept?

We accept Visa, Mastercard, American Express, Discover, PayPal, Western Union, and MoneyGram.

Hardware & Software

1. What comes installed on my server?

We install the selected operating system plus any additional software that is ordered with the server. Our System Administration Plus service allows us to fully customize the software installed on your server.

2. Can I send you hardware to add to my server?

XLHost allows the attachment of external USB devices such as software licensing USB keys and external hard drives. Depending on the size of the specific device additional fees could apply.

XLHost also allows customers to colocate their own devices such as firewalls, routers, and load balancers. The pricing starts at $50/month and depends on the size and power requirements of the specific devices.

3. How do I add or remove features to my existing server?

To add or remove hardware or services please open a ticket with your request via the Grande Portal.


1. Do you offer 24/7 technical support?

Our facilities are staffed 24x7.

2. How do I obtain support?

All support is ticket based via the Grande Portal. We guarantee a response time within 3 hours or less.

3. Do you manage my server?

XLHost dedicated servers and virtual private servers are self-managed.

Our self-managed service offers full support for the datacenter (power and environmental systems), network systems, server hardware, and any shared services. Our experts will make best effort attempts to resolve any problems you have with your operating system or third party applications on a non-urgent basis. If you require managed dedicated servers we offer a complete suite of affordable and professional management solutions.

4. Can I reset my server remotely?

Many of XLHost's dedicated servers can be ordered with a remote reboot option.

Terms of Service

1. What are the terms of service?

Our terms of service can be viewed here.

2. Do you allow adult content on your servers?

Yes, legal adult content is allowed on our servers.

3. Do you allow IRC services on your servers?

We do not allow incoming or outgoing connections or services which connect to, provide support for, or operate within IRC.

4. What are your policies on SPAM?

We have a zero tolerance for SPAM on our network. SPAM activity results in an immediate termination of service.