If you are a FWH customer and you are facing load speed issues or the server is not as responsive as you would normally expect we certainly want to hear from you! We go to great lengths in ensuring our servers are always in optimal conditions, so we will gladly work with you to rule out server issues from affecting your websites performance first and foremost.

Why is my website so slow?

The very first thing to understand is precisely that, there is a big difference between a slow performing server and a website being slow to respond. The latter (which is the most common scenario) is likely related to how the website was built, the amount of resources it is using, how many plugins are installed, etc. In these cases, there aren’t a lot of things we can do from the server side to speed it up but we can certainly assist you one on one if you open a ticket on our helpdesk.

On the other hand, a slow responding server is likely to cause issues with your website and you are likely to experience slow loading times in results. The easiest way to differentiate between slow website vs a slow server is by logging to your cpanel. Does the cpanel feel fast when compared to your website? This is an indicative that the server is working correctly but your website is not properly optimized. Does cpanel feel just as slow as your website? then this is an indicative that the server is under performing and we need to debug further.

The way our servers are structured allows us to allocate a fixed amount of resources on a per-account level. These resources are guaranteed to each user at any given time. We’ve carefully allocated these resources to meet two main objectives:

  • Provide more than sufficient amount of resources to each account (using shared hosting account average resource usage)
  • Ensure that a given burst of resource allocation does not take the server through a bottleneck which may lead to a denial of services.

Why is the server itself so slow?

As it is common in the IT world, while we carefully prepare for the worst case scenario, it is impossible to anticipate every single instance that could lead to issues, as such, we occasionally have to deal with:

  • Abusive Users: those who simply demand from the server far more than what shared hosting is designed for.
  • Spammers: Users who (at time unknowingly) start a non-stop barrage of emails among several other spam-like activity.
  • Hacked Websites: websites which have been invaded by malware and otherwise violated by using insecure passwords and are used for malicious activities.

These are just to name a few, but they do play an important role that could be affecting overall server performance. Identifying and dealing with these threats can be complex at times depending on how elaborated the attacks are, as such, performing a full blown audit may not provide immediate results.

What’s the solution then?

Based off this criteria above, we allow users to selectively transfer their accounts at no charge from servers which may be performing poorly to another server within our cluster. This allows your website to get back into better performance while we deal with the threats and issues on the background on the under performing server, thus giving you an instant relief.

It is important to note that these migrations / transfers are not open to everyone freely. We first need to assess and make sure the source server is in fact presenting issues before migrating your account over, otherwise you will see no gain from a migration.

If you are certain the server your website is hosted in is presenting performance issues and you want us to migrate your account over while we conduct a more thorough check in the background, please open a ticket through the use of this form and we will follow up through the helpdesk.

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