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Revision as of 19:50, 16 February 2012 (edit) Cwadmin (Talk | contribs) (→Fees) ← Previous diff		Revision as of 19:50, 16 February 2012 (edit) (undo) Cwadmin (Talk | contribs) (→Shipping to/from the Datacenter) Next diff →
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	::::: 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.		::::: 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'''	+	: '''Shipping Items from the Datacenter'''
	:: Fill out the "Have us Send You Equipment" form via the Customer Center		:: 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.		:::: 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.

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Revision as of 19:50, 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 1 IN PROGRESS 2 Using the Customer Center 2.1 Traffic Data 2.2 Shipping to/from the Datacenter 2.3 Password Retrieval 3 Support 3.1 Contacting Support 3.2 Support/Consulting Fees 3.3 Account Administration 3.3.1 Updating Personal and Contact Information 3.3.2 Account Cancellation 4 Billing and Payment 4.1 How to Contact Billing Department 4.2 How Billing Works 4.3 Paypal Payments 5 Security Advisory 6 Rack Information 6.1 Dedicated Colocation Customers 6.2 Shared Colocation Customers 7 Power 7.1 Dedicated Colocation Customers 7.2 Shared Colocation Customers 8 Misc

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.

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.

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.

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.

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

No-cost 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

Console System Checking

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.

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.

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