Welcome
From CyberWurx Customer Wiki
| Revision as of 12:51, 15 February 2012 (edit) Cwadmin (Talk | contribs) (→Technical/Customer Support) ← Previous diff |
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| c/o Cyber Wurx | c/o Cyber Wurx | ||
| Attn: <your name> | Attn: <your name> | ||
| - | 56 Marietta St | + | 55 Marietta St |
| - | 4th Floor Suite A | + | 5th Floor Suite 500 |
| Atlanta GA 30303 | Atlanta GA 30303 | ||
Revision as of 12:55, 15 February 2012
Welcome Cyber Wurx Colocation Customer,
Thank you for signing up with Cyber Wurx Web Services. Below you will find your information, as well as a small FAQ that may help answer some of your questions. Please be sure to read the FAQ and you may find a question you have, has already been answered. You can also find a more detailed FAQ in the Customer Access Area. http://customer.cyberwurx.com
Contents |
Important Warning
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.
Colocation Info
- It is imperative to read the following two sections on Rack Information and Power, as these explain the requirements for installation.
Rack Assignment(s):
IP address block:
Router/Switch assignment:
When sending in support requests, please be sure to include your space assignment so we are able to find your server in a timely manner.
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
Accessing the data center
The data center is staffed 24 hours a day. To access the data center follow these steps:
1) Open up a service request at https://customer.cyberwurx.com and let us know when to expect you.
2) Enter the building at the front door (back door entry is prohibited unless previous arrangements have been made).
3) Sign in with security and have them notify us of your arrival.
4) We will come to the front desk and escort you to the data center.
If you plan on being here for an extended period of time (more than an hour) you may request to check out a visitor's access badge that will allow you to enter the data center, if one is available. You are responsible for returning the badge prior to leaving the datacenter, and we will assess a lost/stolen badge fee if it is not properly checked back in prior to your departure.
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 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.
