Welcome

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Thanks for hosting with Cyber Wurx!

What follows is a lovingly-prepared explanation of everything you need to know as a Cyber Wurx hosting customer. This includes information from how to contact our support department, to how we bill your account at the end of the month. We know there's a lot to read, but we've tried to make it as painless as possible. This stuff is important, so bear with us.

If anything is unclear, our Support Department is always happy to clear things up.

Colocation Clients: please read the Colocation Information sections towards the end, as this contains vital information about your setup with us.

Contents

[edit] Using the Customer Center

You can access the Customer Center at https://customer.cyberwurx.com

Log in using your username and password from the e-mail you received after signing up with us.

Forgot your Customer Center password?


Our Customer Center is the main portal for all of our Cyber Wurx services support requests. From here, you can:

  • Submit support requests
  • View status of past and current requests
  • Access traffic statistics
  • Manage your account
  • Request services and upgrades
  • Pay your bill

[edit] Why use the Customer Center?

Service and support requests submitted using the proper forms in the Customer Center are expedited. Typically, service orders are completed within 1-24 hours, whereas e-mail requests can take up to 1-3 days.

[edit] Traffic Data

Bandwidth usage graphs are now viewable directly from within the Customer Center for all customers.

[edit] Managed Account Web Stats Panel (CWStats)

Our Managed Account customers can access detailed traffic statistics through our custom CWStats panel.

This panel can be viewed either from the Customer Center or directly from the web.
If you are accessing it directly from the web, please remember to use your username and password that you chose in your signup.
  • Web Stats update every morning at 12:00am EST.
  • Website statistics allow you to view your bandwidth history and up to the minute referrers via your control panel.
  • We are still adding and making changes to this control panel, so if you have any suggestions please let us know!

[edit] Dedicated, VPS, and Colocation Accounts (MRTG Stats)

Dedicated and VPS account customers can view their traffic data in the Customer Center, or directly from the web.

These accounts are billed on the amount of bandwidth used according to MRTG stats, which account for all traffic. Web stats do not show other forms of traffic and will not match up to your billed traffic.

Make sure to watch your MRTG stats for overages!


[edit] Password Retrieval

Forget your password? No sweat!
Go to https://customer.cyberwurx.com and use the "Click here to retrieve your customer center password" link near the bottom of the page.
This will prompt you for two things:
Cyber Wurx Account Name
Billing Zip Code
After entering this information, your current Customer Center password will be e-mailed to the e-mail address we have on-file.

[edit] Support

The types of support that are included with your account vary widely depending on what type of account you have with us.
Managed Accounts
Free upgrades of system software (Apache, PHP, MySQL, etc)
24/7/365 monitoring
- Service Uptime (Apache, MySQL, etc)
- System Health (CPU, Memory Usage, Disk Usage)
- Security and Intrusion Detection
Self-Managed Accounts
Able to reboot servers real-time via Customer Center interface
Free hardware replacement and basic OS reload in the event of hardware failure.
Note: Customer is still responsible for syncing data from backups
Colocation Accounts
Physical reboot requests
System console checks
Support outside the realm that is described above is available, but may be subject to additional fees.

[edit] Contacting Support

There are three ways to contact our Support Department:

Submitting a ticket is the quickest and most reliable way to get in touch with us for general support requests.
  • Send an e-mail to support@cyberwurx.com
We are only authorized to provide e-mail support requests from addresses on your Authorized Contacts list.
Your Authorized Contacts list can be managed in the Customer Center.
  • If you are unable to e-mail or submit a ticket and your request is an emergency, you can call us at 404-681-9888 ext 255
Please be aware that this phone number is for emergencies only.


Forgot your Customer Center password?

[edit] Support/Consulting Fees

Support or consulting outside the scope of what is included in your account type is available, but will incur our standard $75/hour ($1.25/minute) Billable Time labor fee.
If any request you submit would incur this type of fee, our support department will confirm that you are aware of these associated fees before proceeding.

[edit] Account Administration

[edit] Updating Personal, Contact, and Payment Information

It is very important to keep all personal and contact information up-to-date and accurate. By doing so it assures that our records are current, complete and accurate. Please be sure to keep the following information up to date:

  • Change of e-mail address
  • Change of payment method
  • Change of address
  • Change of phone number
  • Change of ownership of the account
  • Change of credit card information

If you need to update any of this information, please log into our Customer Center and make the necessary changes.

[edit] Account Cancellation

Phone and e-mail requests are not an acceptable method of cancellation for security and validation purposes.

To ensure that your account is no longer billed and properly removed from our web servers, you must use the following form:

https://customer.cyberwurx.com/?z=html_cancel_account

If you have lost your password, please refer to the section on Password Retrieval

[edit] Billing and Payment

[edit] How to Contact Billing Department

Due the volume of billing related requests as well as authentication purposes, all billing related questions or updates must be done via the Customer Center or email.

Contact our Billing Department at:
https://customer.cyberwurx.com/?z=html_billing_order
Billing orders received through the Customer Center are expedited.
billing@cyberwurx.com
Please be aware that E-mail requests can take up to 1-3 days. If at all possible, use the Customer Center instead.

As always, if you have misplaced your Customer Center password, please check out the password retrieval function in the Customer Center.

[edit] How Billing Works

All hosting accounts are based on a month to month prepay basis.

Our billing cycle runs from the 1st of the month to the last day of the month.

Your first invoice will be pro-rated from the signup date. Future invoices are typically emailed on the 15th of each month and due on the 1st of the month.

Monthly invoices can be viewed and printed from https://customer.cyberwurx.com/?z=html_view_invoices

[edit] Paypal Payments

Paypal - http://www.paypal.com

Paypal ID: - billing@cyberwurx.com

A 2.9% handling fee + .30 cents will be applied to Paypal payments and carried over to your next invoice. An additional 1% cross border fee will be charged for payments outside of the United States.

We do not offer Paypal subscriptions since the amount due is subject to change each month. We do however email invoices approximately 2 weeks in advance of the actual due date to allow you ample time to remit payment via Paypal.

[edit] We Tried to Warn You (Best Practices)

Below, we've outlined a few simple proactive solutions that can save you quite a bit of headache down the road:

  • Please whitelist/add to addressbook the following addresses to avoid missing important correspondence from us:
support@cyberwurx.com
billing@cyberwurx.com
abuse@cyberwurx.com
sales@cyberwurx.com
administration@cyberwurx.com
  • Take care when handling sensitive information such as IP addresses, passwords, etc
  • Unmanaged and Colocation Customers - Please be proactive in keeping up with security exploits and bug fixes using the appropriate package management system provided with your OS.

[edit] Terms of Service

Please take a moment to review our Terms of Service

[edit] Managed Accounts-Getting Started

[edit] Moving Registered Domains to Cyber Wurx's Nameservers

If you already have registered domains, you will need to change the nameservers to our DNS, info is below: 

 NS1.CYBERWURX.COM  66.154.0.2
 NS2.CYBERWURX.COM  66.154.75.200

In the interim, please use the IP address of the domains for FTP transfers and checking over your new websites.

[edit] Uploading

Simply put your domain or the IP address we assigned to your domain in your FTP client's hostname field. Please note that if your domain has only recently been pointed to our name servers, it may be up to 48 hours before it begins resolving properly worldwide. So for new accounts, it is generally best to use the IP address.

When using FTP, you will log in to your root directory. All HTML and CGI scripts will need to be placed in the directory named after your domain. If you don't place your files in that folder they will not work. Nothing should be located in your root directory, except for security reasons, such as .htpasswd files.

[edit] Colocation Information

Below is a listing of information provided for our colocation clients including rack information, racking guidelines, equipment needed, etc. This information should be read before installation. Information not tagged as shared or dedicated should be read and applies to both.

We do have differing guidelines for shared colocation and dedicated colocation customers, so please read these thoroughly.

[edit] Accessing the Datacenter

The data center is staffed and accessible to all of our colocation clients 24/7/365. We do, however, request that you provide us with 24 hours advance notice prior to facility access.

[edit] Facility Access Requests

To access the data center follow these steps:

This will let us know when to expect you, as well as any other pertinent information such as 'need cart,' etc.
  • Please enter the building at the front door (back door entry is prohibited unless previous arrangements have been made).
for information about parking, please see the Parking article. It lists the local parking lots, rates, etc.
  • Sign in with security and have them notify us of your arrival.
Once you've signed in, security will notify us of your arrival and we will escort you into the facility.

[edit] Persons Who Are Authorized to Access the Datacenter

Only individuals listed as 'Authorized Contacts' in the Customer Center will be authorized to access your equipment in our facility.

If you need an individual who is not on this list to access your equipment, you MUST submit a Facility Access Request with their information so we know they are authorized.

Individuals requesting access to the space without either a Facility Access Request or 'Authorized Contact' status / Account Owner status will be turned away for security reasons.

[edit] Rack Information

[edit] Dedicated Colocation Clients

Dedicated colocation customers (those who have purchased an entire cabinet or rack from us) are free to secure their servers in whatever manner they see fit. However, please ensure that all systems ARE securely attached in the rackspace.

Good cable management is encouraged, as it not only allows us to more efficiently access your systems when you require remote support but also ensures better cooling and air circulation within the cabinet, as well as maintaining a clean and professional look to the datacenter.

We have several different types of cabinets. If you have purchased a cabinet, please e-mail support@cyberwurx.com and confirm with them as to the types of rails that are compatible with the cabinet you have purchased.

[edit] Shared Colocation Clients

Shared Colocation Accounts are allocated the following for network and power:

  • 1 x Netdrop
  • 1 x RPC Port

You are free to rack your systems in whatever manner you see fit.

Any racking method that makes the surrounding u-space unusable will result in you being charged as if it were utilizing that additional u-space.

Our rackspace uses 4 post unthreaded cabinets, so please be sure any mounting equipment you intend to utilize is compatible with this rack type.

If you are unsure, please don't hesitate to e-mail support@cyberwurx.com.

You are expected to supply their own mounting equipment, with the exception of cage nuts, which will be provided.

If, for some reason, you do not (or are not able to) bring the proper equipment to rack your systems, Cyber Wurx can rent rudimentary shelves until you can implement a better mounting solution. However, these shelves require roughly 3u of space to mount. As stated previously, this will apply towards additional space required for mounting equipment. (if a 1u shared colocation customer requires shelves, he will be charged for the additional 2u).
Shelf rental is intended as a last and temporary solution, and will be priced as such.

You cannot leave servers in the rack unsecured, as this causes a danger and liability to not only your systems, but those of the systems around you.

[edit] Power

[edit] Dedicated Colocation Clients

Dedicated Colocation Customers, or those who have purchased an entire cabinet or rack (40u) from us, are expected to provide their own PDU to power their cabinet or rack. Furthermore, the PDU you provide will need to have L520-P plugs if you purchased a 20amp circuit, or L530-P plugs if you purchased a 30amp circuit.

As a last resort, we may be able to rent a PDU of the appropriate type. However, this service is meant as a last resort and as such will be fairly costly. If you need to go this route temporarily, e-mail sales@cyberwurx.com.

If you have questions about the power requirements for your cabinet or rack, please do not hesitate to send an e-mail to support@cyberwurx.com.

[edit] Shared Colocation Clients

Shared Colocation customers, or customers who have not purchased an entire cabinet or rack from us, are alloted a single outlet on a PDU that we will install and provide in the cabinet. Please keep in mind the following:

  • If you are going to require more than one outlet (ie: if you have multiple servers, which is common) it is required that you provide your own power strip to connect to your allotted outlet.
  • The outlets on the PDUs we provide are simply traditional power plugs (ie: the kind you would find around your house). Please make sure your power cords or power strips are compatible.
  • If your installation utilizes more than one outlet on the PDU we have provided, you will be charged for each additional outlet used beyond the first.

As a last resort, we will rent powerstrips of the appropriate type. However, this service is meant as a last resort and as such will be fairly costly. If you need to go this route temporarily, e-mail sales@cyberwurx.com.

If you are still uncertain about the requirements for your space, please e-mail support@cyberwurx.com and ask about power needs.

[edit] Shipping to/from the Datacenter

Shipping to and from the datacenter is handled through the Customer Center via the "Send us equipment" and "Have us send you equipment" forms respectively. If you are unable to use these forms, or they are not available via your Customer Center, then please contact support@cyberwurx.com for details.

All packages should be addressed as follows: 

XYZ Account Name
c/o Cyber Wurx
Attn: <your name>
55 Marietta St
16th Floor Suite 1600
Atlanta GA 30303
Shipping Items to the Datacenter
Fill out the "Send us Equipment" form via the Customer Center
If your package is not clearly addressed as per the instructions in the shipping form, Cyber Wurx will refuse the package.
If we have not received a "Send us Equipment" form, Cyber Wurx may refuse the package.
Due to space limitations, we cannot hold packages for customers for more than two weeks.
If instructions have not been provided two weeks after an item's arrival, that item will be moved to long-term customer storage and a $10/month/package storage fee will be applied to the account.
Shipping Items from the Datacenter
Fill out the "Have us Send You Equipment" form via the Customer Center
We use FedEx as a carrier for shipping and equipment packaging services. If you wish to use another carrier, please make arrangements for them to package and pick up the equipment from our facility.
Shipping costs will be billed to your account
For insurance and liability reasons, Cyber Wurx staff will not package customer equipment.
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