Welcome
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Revision as of 16:02, 17 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 |
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.
- 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
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.
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.
- 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.
- Fill out the "Send us Equipment" form via the Customer Center
- 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.
- Fill out the "Have us Send You Equipment" form via 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
- Free 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
- System console checks
- 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.
- 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?
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
Phone and e-mail requests are not an acceptable method of cancellation for security and validation purposes.
To insure that your account is no longer billed and properly removed from our web servers, please 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
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.
We Tried to Warn You
We ask all of our customers to please be active in maintaining the security of their infrastructure.
We ask that you please take care when handling sensitive information (passwords, ip addresses, etc) 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.
