General questions
About Sheernox
Section titled “About Sheernox”Where is Sheernox infrastructure located?
Section titled “Where is Sheernox infrastructure located?”Web hosting, email and Cloud VPS run in a datacenter in Beauharnois, Quebec, in Greater Montreal, so your websites, databases, mailboxes and backups are stored in Canada. Dedicated servers are also available in Toronto and in datacenters in Europe, Asia and Australia; see Dedicated server questions.
The Sheernox team and headquarters are in Kamloops, British Columbia.
Which privacy laws apply to my data?
Section titled “Which privacy laws apply to my data?”Data stored in Canada is handled under Canadian privacy law, including PIPEDA. The Privacy Policy explains how Sheernox handles personal information, which service providers it uses and how foreign laws can apply to them.
What is the difference between web hosting and a Cloud VPS?
Section titled “What is the difference between web hosting and a Cloud VPS?”Web hosting (Shared, WordPress, Business and Reseller) runs each website in its own container on a server that Sheernox manages, with the Enhance control panel, free SSL and daily backups. You look after your website; Sheernox looks after the server.
A Cloud VPS is your own virtual machine with root access and its own IPv4 and IPv6 addresses. You can install any software, and you manage the operating system yourself. See Cloud VPS questions.
Signing in
Section titled “Signing in”Which Sheernox sites will I use?
Section titled “Which Sheernox sites will I use?”| Site | Address | Use it to |
|---|---|---|
| Client portal | my.sheernox.com | Pay invoices, manage services and plans, open support tickets |
| Control panel | ecp.sheernox.com | Manage hosting: websites, files, databases, email and SSL |
| Webmail | webmail.sheernox.com | Read and send email in a browser |
| Status page | status.sheernox.com | Check whether a Sheernox service has a problem right now |
The client portal and the control panel have separate sign-ins. Changing the password for one does not change the other. See Welcome to Sheernox.
I can’t sign in. What should I do?
Section titled “I can’t sign in. What should I do?”Work through Can’t sign in, which covers the client portal, the control panel, webmail, WordPress, SFTP and UptimeHawk.
Support
Section titled “Support”How do I contact support?
Section titled “How do I contact support?”Open a ticket in the client portal at any time, email support@sheernox.com, or call 1-855-375-TECH (1-855-375-8324) Monday to Friday, 8:00 AM to 5:00 PM Pacific Time. See Get help from Sheernox support for every channel and what to include.
How do I find out whether there is an outage?
Section titled “How do I find out whether there is an outage?”Check status.sheernox.com. It shows live monitoring of the client portal, the control panel, webmail, the hosting servers and the nameservers, and you can subscribe to updates there. If everything shows as operational but your service is not working, open a ticket.
What happens if I need help outside business hours?
Section titled “What happens if I need help outside business hours?”Tickets are accepted 24/7 and monitoring runs around the clock. For an outage or an attack, open a ticket and say clearly in the subject that it is urgent. Urgent tickets outside business hours are handled on a best-effort basis.
Moving and growing
Section titled “Moving and growing”How do I claim a free migration?
Section titled “How do I claim a free migration?”Free migration comes with eligible plans; see Is migration free on every plan?. After you order, open a migration ticket in the client portal or email support@sheernox.com. The team reviews your current setup, schedules the move at a time that suits you and checks everything before switching DNS.
Do not change your domain’s nameservers until the team tells you to. See Move your website to Sheernox and Move your email to Sheernox.
Can I upgrade as my business grows?
Section titled “Can I upgrade as my business grows?”Yes. You can move up to a larger plan of the same service from the client portal at any time, and your websites stay where they are. Moving between services, for example from Shared Hosting to a Cloud VPS, is a migration the team plans and carries out with you. See Change your plan.