About Us

About Us

Simple Helix is an advanced web hosting company specializing in eCommerce solutions. Simple Helix provides an optimal environment for eCommerce sites through a comprehensive collection of innovative web solutions using the most reliable hardware in the industry and the highest performing infrastructure, backed by a superior customer support team.

Our Company

Simple Helix is run by an enthusiastic young team of IT professionals, combining long-term hands-on experience and business insight to deliver top web hosting services, backed by cutting edge technology and first-class customer service.

Over 7 years of professional experience in the IT industry

Accommodating more than 100,000 domains and counting

Powering 30,000 Magento e-Commerce stores and growing

Managing over 1,000 servers across 3 data centers

Privately owned (no venture funding)

Global client base supported by our 100% U.S. based staff

Our Promise

99.99% uptime SLA

24/7/365 on-site staff (including phone, chat, and email support)

The most optimized infrastructure for Magento

Our Technology

Our Network

With a combined throughput of 42GBps transit, our datacenter facility is well-equipped to handle today’s high-demand, high-availability hosting requirements. Our facilities peer with multiple upstream providers, with intelligent-routing bandwidth, to ensure low response times and voluminous throughput.

Our Servers

We deploy only the best offerings of industry-leading HP brand servers and blade-style systems to deliver the utmost in performance, reliability and scalability. Our hardware is monitored 24/7/365 by our high-end monitoring systems, and is documented down to the cables with RackWise data center management software.

Our Software

We’re continuously improving the performance, stability and scalability of our hosting platform with the latest innovations in hosting technology. Our shared hosting servers are deployed with the latest release of PHP 5.3 running under the LiteSpeed Enterprise Web Server. We even take advantage of the suexec daemon features implemented in LiteSpeed 4.2 to boost performance! We offer the well-recognized industry standard user interface, cPanel¬ģ, to allow you the utmost of utility for managing your domains, emails, files, and databases.

Our Support Team

Our technical support staff consists of knowledgeable techs, who are well-experienced with our hosting environment and configuration, and have the tools necessary to support customers with all sorts of technical issues. Our support team is available 24/7/365 by phone, support tickets/email, and live chat. Our team specializes in Magento-specific troubleshooting and support, and as a Gold Partner with the Magento Commerce team at our side, you’ve found the right host for the job!

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Our Guarantees

30 Day Money Back Guarantee

We at Simple Helix know we are the fastest, most reliable, web hosting service available in the market. But don’t just take our word for it, give us a try. We offer a 30 days money back guarantee.

For Shared Accounts ONLY:If you are unsatisfied with our service for whatever reason, simply submit a ticket to the Billing Department by logging into your account with a brief description of what made you cancel your services. We’ll review your ticket and see if we can resolve the issue for you. If we determine that both parties are unable to resolve the issue, you’ll get your money back! For more information on the terms and conditions of this guarantee, check out our terms of service.

This policy does not apply to any additional services such as domain names, overages, add-ons, reseller accounts, setup fees, or any fees associated with these accounts.

Accounts suspended, canceled, or terminated by Simple Helix for violating our hosting policies do not qualify for the 30 day money back guarantee. For example, if an account is canceled due to spamming, phishing, or another violation, no refund will be issued. Any cancellation request will be effective within 24-48 hours upon receipt.

99.99% Uptime Guarantee

The Simple Helix (“Simple Helix, LLC” or “SimpleHelix.com”) SLA covers three components that support the availability of your web site:

1. Network Infrastructure

2. Data Center Infrastructure
3. Server Hardware

1. Network Infrastructure

We guarantee that our data center network infrastructure will be available 99.99% of the time (as measured on a monthly basis), excluding scheduled or emergency maintenance. The data center network means the portion of the Simple Helix network extending from the outbound port on your edge device to the outbound port of the data center border router.

Should the Simple Helix network infrastructure become unavailable for a cumulative period up to 20 minutes beyond the 100% minimum in any month of service, the client can receive a credit equivalent to 5% of the client’s recurring monthly fees up to 99.99% of your monthly fee for the affected server(s).

2. Data Center Infrastructure

We guarantee that data center HVAC and power (including UPSs, PDUs and cabling) will be available 100% of the time (as measured on a monthly basis), excluding scheduled or emergency maintenance. Data center infrastructure power does not include the power supplies on your server hardware.Should the Simple Helix data center infrastructure become unavailable for a cumulative period up to 20 minutes beyond the 99.99% minimum in any month of service, the client can receive a credit equivalent to 5% of the client’s recurring monthly fees up to 99.99% of your monthly fee for the affected server(s).

3. Server Hardware

We guarantee 100% functionality¬†of all server hardware components and will replace any failed component at no cost. “Server Hardware” means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Server hardware replacement will begin once we identify the cause of the problem and will be complete within one hour of problem identification.

Once server hardware has been identify as faulty, the client can receive a credit equivalent to 5% of the client’s recurring monthly fees up to 100% of your monthly fee per additional hour of downtime for the affected server(s).

Credit Request – All credit calculations will be based on unavailability in 20-minute increments unless credit is related to a server hardware guarantee, which will be calculated in hourly increments. Any and all credits to the client will not exceed 100% of the client’s recurring monthly fees for the month in which the credit is paid. All SLA credits must be requested within 15 days of the incident via the client area.

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