Welcome
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| : Please be aware that this phone number is '''for emergencies only.''' | : Please be aware that this phone number is '''for emergencies only.''' | ||
| ==Support/Consulting Fees== | ==Support/Consulting Fees== | ||
| - | : Support or consulting outside the scope of what is included in your account type is available, but will incur our standard $1.00/minute Billable Time labor fee. | + | : Support or consulting outside the scope of [[#Support | what is included in your account type]] is available, but will incur our standard $1.00/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. | : 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. | ||
Revision as of 16:50, 16 February 2012
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.
Contents |
IN PROGRESS
This article is in the process of being written, please excuse our mess!
Using the Customer Center
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.
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.
The capabilities of the Customer Center are different based on account type. For further information, please see one of the articles below:
- Customer Center Features for Managed Clients
- Customer Center Features for Self-Managed Clients
- Customer Center Features for Colocation Clients
Traffic Data
Bandwidth usage graphs are now viewable directly from within the Customer Center for all customers.
Managed account types have additional information, including breakdowns of traffic by domain, available in the Stats menu of the Customer Center.
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
- This will prompt you for two things:
- After entering this information, your current Customer Center password will be e-mailed to the e-mail address we have on-file.
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
- Managed Accounts
- Self-Managed Accounts
- Able to reboot servers real-time via Customer Center interface
- No-cost hardware replacement and basic OS reload in the event of hardware failure.
- Note: Customer is still responsible for syncing data from backups
- Self-Managed Accounts
- Colocation Accounts
- Physical Reboot requests
- Console System Checking
- Colocation Accounts
- Support outside the realm that is described above is available, but is subject to additional fees.
Contacting Support
There are three ways to contact our Support Department:
- Submit a ticket through 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.
- 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.
Support/Consulting Fees
- Support or consulting outside the scope of what is included in your account type is available, but will incur our standard $1.00/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.
Account Administration
Updating Personal and Contact 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.
Account Cancellation
For security and authentication purposes, phone and e-mail requests are not an acceptable method of cancellation.
Instead, 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: https://customer.cyberwurx.com/?z=html_cancel_account
If you have lost your password, please refer to the section on Password Retrieval
Billing and Payment
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.
- https://customer.cyberwurx.com/?z=html_billing_order
As always, if you have misplaced your Customer Center password, please check out the password retrieval function in the Customer Center.
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
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.
Security Advisory
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.
Rack Information
Dedicated Colocation Customers
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.
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.
Shared Colocation Customers
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).
Shelf rental is intended as a last and temporary solution, and will be priced as such.
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.
Power
Dedicated Colocation Customers
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.
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.
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 have questions about the power requirements for your cabinet or rack, please do not hesitate to send an e-mail to support@cyberwurx.com.
Shared Colocation Customers
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.
The outlets on the power strips that we provide are simply traditional power plugs (ie: the kind you would find around your house).
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.
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.
Technical/Customer Support
https://customer.cyberwurx.com
Login - username you signed up with
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
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.
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
If you do not have access to the customer area please submit a password retrieval request located at http://customer.cyberwurx.com/
MRTG Stats
This panel can be viewed from the web at: http://cwmeter.conepuppy.com
Login - username you signed up with 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
Fees
We provide free reboots, physical security of the hardware, and bandwidth. Additional consulting or support will incur extra charges.
Consultation or work requested for third party scripts or software will be billable at $60 per hour.
For additional rates please visit: http://www.cyberwurx.com/unmanaged.html
Billing info
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
Account Modifications
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.
Please be sure to keep the following information up to date:
Changes in e-mail address 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.
If you do not have access to the customer area please submit a password retrieval request located at https://customer.cyberwurx.com
Updated or new Credit card
For updated credit card information please login to the customer center located at:
https://customer.cyberwurx.com/?z=html_change_creditcard_auto
If you do not have access to the customer area please submit a password retrieval request located at https://customer.cyberwurx.com
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.
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:
https://customer.cyberwurx.com/?z=html_cancel_account
If you do not have access to the customer area please submit a password retrieval request located at https://customer.cyberwurx.com
Billing Support
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: https://customer.cyberwurx.com/?z=html_billing_order
If you do not have access to the customer area please submit a password retrieval request located at https://customer.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
Misc
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.
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
For upgrades, pricing, and account options please visit: http://www.cyberwurx.com/hosting.html
Shipping to/from the data center
For shipping items to the data center:
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:
XYZ Company c/o Cyber Wurx Attn: <your account name> 55 Marietta St 5th Floor Suite 500 Atlanta GA 30303
IMPORTANT NOTICE
Any deliveries attempted without prior notice of shipment will be refused. No exceptions.
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.
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.
