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<big>''Thanks for hosting with Cyber Wurx!''</big> <big>''Thanks for hosting with Cyber Wurx!''</big>
-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.+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 [[#Contacting Support| Support Department]] is always happy to clear things up. If anything is unclear, our [[#Contacting Support| Support Department]] is always happy to clear things up.
-=IN PROGRESS= 
-This article is in the process of being written, please excuse our mess! 
-=Services and Support=+<big>'''Colocation Clients:''' please read the [[#Colocation Information | Colocation Information]] sections towards the end, as this contains vital information about your setup with us.</big>
-==Contacting Support==+=Using the Customer Center=
-There are three ways to contact our Support Department:+
-* Submit a Ticket through [[#Using the Customer Center |the Customer Center]].+
-: Submitting a ticket is the quickest 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. +
-* If you are unable to e-mail or submit a ticket and your request is an emergency, you can also call us at 1-888-874-4592 ext 255+
-==Using the Customer Center==+You can access the Customer Center at https://customer.cyberwurx.com
-This is the center (zing!) of all of our Cyber Wurx services and support requests. The Customer Center is the access-point for +
-=Security Advisory=+'''Log in using your username and password from the e-mail you received after signing up with us.'''
-As a colocation customer, we ask that you please be active in maintaining the security of your infrastructure. This means being careful about the handling of all sensitive information, such as passwords and ip addresses, making note or possibly documenting all changes you make to the infrastructure. We additionally ask that you be proactive about maintaining basic security on your systems using whichever package management system is provided with your operating system to ensure you have the most recent bug and exploit fixes.+[[#Password Retrieval | 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
 +===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.
 +==Traffic Data==
 +Bandwidth usage graphs are now viewable directly from within the Customer Center for all customers.
 +====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 [http://cwstats.cyberwurx.com/ 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.
-=Rack Information=+::* 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!
-==Dedicated Colocation Customers==+====Dedicated, VPS, and Colocation Accounts (MRTG Stats)====
-Dedicated colocation customers are free to secure their servers in whatever manner they see fit. However, ''please ensure that all systems ARE securely mounted within 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.+Dedicated and VPS account customers can view their traffic data in the Customer Center, or [http://cwmeter.cyberwurx.com directly from the web.]
-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.+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.
-==Shared Colocation Customers==+Make sure to watch your MRTG stats for overages!
-Shared Colocation Customers are free to rack their systems in whatever manner they see fit. However, any racking method that makes the surrounding u-space unusable will result in the account being charged as if it were utilizing that additional u-space.+
-Shared Colocation racks are 4 post threaded racks, so please be sure any mounting equipment you intend to utilize is compatible with this rack type. 
-Shared Colocation Customers are expected to supply their own mounting equipment. 
-If, for some reason, a shared colo customer does not (or is not able to) bring the proper equipment to rack their own systems, Cyber Wurx can rent rudimentary shelves until the customer 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).+==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.
-Shelf rental is intended as a last and temporary solution, and will be priced as such.+:: This will prompt you for two things:
 +::: Cyber Wurx Account Name
 +::: Billing Zip Code
-Shared Colocation Customers cannot leave their servers in the rack unsecured, as this causes a danger and liability to not only their systems, but those of the systems around them.+: After entering this information, your current Customer Center password will be e-mailed to the e-mail address we have on-file.
-=Power=+=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
-==Dedicated Colocation Customers==+:: '''Self-Managed Accounts'''
-Dedicated Colocation Customers, or those who have purchased an entire cabinet or rack (40u) from us, are expected to provide their own power strip to power their cabinet or rack.+::: Able to reboot servers real-time via Customer Center interface
 +::: Free hardware replacement and basic OS reload in the event of hardware failure.
 +:::: <b>Note:</b> Customer is still responsible for syncing data from backups
-The power strips 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.+:: '''Colocation Accounts'''
 +::: Physical reboot requests
 +::: System console checks
-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.+:Support outside the realm that is described above is available, but may be subject to [[#Support/Consulting Fees | additional fees]].
 +==Contacting Support==
 +There are three ways to contact our Support Department:
-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.+* Submit a ticket through [[#Using the Customer Center |the Customer Center]].
 +: 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.'''
-==Shared Colocation Customers==+[[#Password Retrieval | Forgot your Customer Center password?]]
-Shared Colocation customers, or customers who have not purchased an entire cabinet or rack from us, are allotted one outlet on a power strip we provide. +
-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. +==Support/Consulting Fees==
 +: Support or consulting outside the scope of [[#Support | what is included in your account type]] is available, but will incur our standard $75/hour ($1.25/minute) Billable Time labor fee.
-The outlets on the power strips that we provide are simply traditional power plugs (ie: the kind you would find around your house).+: 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.
-If your installation utilizes more than one outlet on the RPC we have provided, you will be charged for each additional outlet used beyond the first.+==Account Administration==
-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.+===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 are still uncertain about the requirements for your space, please e-mail support@cyberwurx.com and ask about power needs.+If you need to update any of this information, please log into our [[#Using the Customer Center | Customer Center]] and make the necessary changes.
-=Technical/Customer Support=+===Account Cancellation===
 +Phone and e-mail requests are '''not''' an acceptable method of cancellation for security and validation purposes.
-https://customer.cyberwurx.com+To ensure that your account is no longer billed and properly removed from our web servers, '''you must use the following form:'''
-Login - username you signed up with+https://customer.cyberwurx.com/?z=html_cancel_account
-Pass - pass you signed up with+If you have lost your password, please refer to the section on [[#Password Retrieval| Password Retrieval]]
-If you do not have access to the customer area please submit a password retrieval request located at https://customer.cyberwurx.com+=Billing and Payment=
-For new work requests, minor technical questions, and account changes please use the service order form(s) located in the Customer Center at https://customer.cyberwurx.com The service order form will help expedite the handling of your request. Typically service orders are completed in a 1-24 hour time period. E-mail requests (support@cyberwurx.com) can take up to 1-3 days.+==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 [[#Using the Customer Center| Customer Center]] or email.
-For any network issues you will need to submit traceroutes and if possible a 300 count ping test to the device in question. Failure to submit these items may result in delaying the resolution of your issue. You can find instructions for performing a traceroute at http://www.custwiki.cyberwurx.com/index.php/Traceroute+: 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.
-If you do not have access to the customer area please submit a password retrieval request located at http://customer.cyberwurx.com/+As always, if you have misplaced your Customer Center password, please check out the [[#Password Retrieval | password retrieval]] function in the Customer Center.
-=MRTG Stats=+==How Billing Works==
 +All hosting accounts are based on a month to month prepay basis.
-This panel can be viewed from the web at: http://cwmeter.conepuppy.com+Our billing cycle runs from the 1st of the month to the last day of the month.
-Login - username you signed up with+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.
-Pass - pass you signed up with+
-If you do not have access to the customer area please submit a password retrieval request located at https://customer.cyberwurx.com+Monthly invoices can be viewed and printed from https://customer.cyberwurx.com/?z=html_view_invoices
-=Fees=+==Paypal Payments==
 +Paypal - http://www.paypal.com
-We provide free reboots, physical security of the hardware, and bandwidth. Additional consulting or support will incur extra charges.+Paypal ID: - billing@cyberwurx.com
-Consultation or work requested for third party scripts or software will be billable at $60 per hour.+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.
-For additional rates please visit: http://www.cyberwurx.com/unmanaged.html+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.
-=Billing info=+=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:
-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.+* 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
 +* <b>Unmanaged</b> and <b>Colocation</b> Customers - Please be proactive in keeping up with security exploits and bug fixes using the appropriate package management system provided with your OS.
-Monthly invoices can be viewed and printed from+=Terms of Service=
 +Please take a moment to review our [http://www.cyberwurx.com/tos.html Terms of Service]
-https://customer.cyberwurx.com/?z=html_view_invoices+=Managed Accounts-Getting Started=
 +=== 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
-Account Modifications+ NS2.CYBERWURX.COM 66.154.75.200
------------------------------------+
-As part of the signup process, you were required to provide us certain information and update that information accordingly in the event your account information has changed. By doing so it assures that our records are current, complete and accurate. +In the interim, please use the IP address of the domains for FTP transfers and checking over your new websites.
-Please be sure to keep the following information up to date:+===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.
-Changes in e-mail 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.
-Change of payment method+
-Change of address+
-Change of phone number+
-Change of ownership of account+
-If changes are necessary please login to the customer area at https://customer.cyberwurx.com/?z=html_update_contact (user and pass is the same used for ftp access)or fax us the information at 314-849-1052.+=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.
-If you do not have access to the customer area please submit a password retrieval request located at https://customer.cyberwurx.com+We do have differing guidelines for shared colocation and dedicated colocation customers, so please read these thoroughly.
 +==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.
--------------------------------------------+====Facility Access Requests====
-Updated or new Credit card+To access the data center follow these steps:
--------------------------------------------+
-For updated credit card information please login to the customer center located at: +* submit a ''Facility Access Request'' from the [http://customer.cyberwurx.com Customer Center]
 +::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.
 +==== 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.
-https://customer.cyberwurx.com/?z=html_change_creditcard_auto+If you need an individual who is not on this list to access your equipment, you '''MUST''' submit a [[Welcome#Facility_Access_Requests | Facility Access Request]] with their information so we know they are authorized.
-If you do not have access to the customer area please submit a password retrieval request located at https://customer.cyberwurx.com+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.
-----------------------------+==Rack Information==
-Paypal Payments+
----------------------------- +
-Paypal - http://www.paypal.com +===Dedicated Colocation Clients===
-Paypal ID: - billing@cyberwurx.com+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.
-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.+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.
-Account Cancellation+
-----------------------------------+
-For security and authentication purposes, phone and e-mail requests are not an acceptable method of cancellation. Please follow the outlined measures to assure that your account is no longer billed and properly removed from our web servers. To cancel your account please login to the customer area and fill out the form located at:+===Shared Colocation Clients===
 +Shared Colocation Accounts are allocated the following for network and power:
 +* 1 x Netdrop
 +* 1 x RPC Port
-https://customer.cyberwurx.com/?z=html_cancel_account+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.'''
-If you do not have access to the customer area please submit a password retrieval request located at https://customer.cyberwurx.com+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.
-=Billing Support=+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.
-Due the volume of billing related requests as well as authentication purposes, all billing related questions or updates must be done via the ticket system or email.+
-Contact Billing at: +==Power==
-https://customer.cyberwurx.com/?z=html_billing_order+===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.
-If you do not have access to the customer area please submit a password retrieval request located at https://customer.cyberwurx.com+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.
-You may also contact billing support through email billing@cyberwurx.com. Please be aware that E-mail requests can take up to 1-3 days. For faster service please login to the customer area located at: https://customer.cyberwurx.com/?z=html_billing_order+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.
-=Misc=+===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:
-To ensure that you receive important email, invoices and announcements from Cyber Wurx to your inbox, (not bulk or junk folders), please add billing@cyberwurx.com, support@cyberwurx.com, and administration@cyberwurx.com to your address book.+::* 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.
-We encourage you to review the TOS from every so often to be apprised of any changes in our policies and procedures. The TOS can be found at: http://www.cyberwurx.com/tos.html+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.
-For upgrades, pricing, and account options please visit: http://www.cyberwurx.com/hosting.html+If you are still uncertain about the requirements for your space, please e-mail support@cyberwurx.com and ask about power needs.
 +==Shipping to/from the Datacenter==
-=Shipping to/from the data center=+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.
-For shipping items to the data center:+All packages should be addressed as follows:
- +
-1) Open up a shipping ticket in the Customer Center https://customer.cyberwurx.com+
- +
-Let us know what you are sending and when to expect it.+
- +
-Let us know what action you wish taken when the item is recieved.+
- +
-2) Ensure that the shipping label is addressed as follows:+
<pre> <pre>
-XYZ Company+XYZ Account Name
c/o Cyber Wurx c/o Cyber Wurx
-Attn: <your account name>+Attn: <your name>
55 Marietta St 55 Marietta St
-5th Floor Suite 500+16th Floor Suite 1600
Atlanta GA 30303 Atlanta GA 30303
 +
</pre> </pre>
-==IMPORTANT NOTICE==+: '''Shipping Items to the Datacenter'''
- +:: Fill out the "Send us Equipment" form via the Customer Center
-Any deliveries attempted without prior notice of shipment will be refused. No exceptions.+:::: If your package is not clearly addressed as per the instructions in the shipping form, <b>Cyber Wurx will refuse the package.</b>
- +:::: If we have not received a "Send us Equipment" form, <b>Cyber Wurx may refuse the package</b>.
-Due to limited space, we can not store any packages for more than a week. Any items not claimed with in a week will be returned to the sender at the customer's expense unless prior arrangements have been made.+:::: 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.
-For shipping items from our data center:+
- +
-We have outsourced all outbound shipping functions to the UPS Store and UPS. We will take your items to the UPS Store where they will be professionally packaged and shipped via UPS. You will be charged a fee based on the UPS Store's fees for this service.+
- +
-If you desire your equipment to be shipped via a different carrier, you will need to make arrangements to have your equipment picked up, packaged and shipped via your carrier of choice. +
-For insurance and liability reasons, Cyber Wurx staff will not package up your equipment.+: '''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.

Current revision

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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