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.: FAQ :.Frequently Asked Questions |
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| Facility Questions |
Q: What is Digital Realm's uptime guarantee?
A: We offer a 100% uptime guarantee -- yes, 100%. However, you should not expect any network related downtime as our network infrastructure is set up completely redundant (multi homed, multiple carriers, multiple physical paths) which allows for little to no service impactive issues. For a more complete answer, please check our Service Level Agreement and Terms of Service.
Q: How often can I come and work on my server(s)?
A: Our facilities are accessible 24/7/365 via access cards. Racks have keyed locks and can be optionally locked. There are no charges associated with this function.
Q: What fire suppression system is in place?
A: We utilize traditional fire suppression complimented by constantly monitored environmental probes.
Q: Is there a limit to the size of my server?
A: Pricing varies based on the size of the server (in terms of rack units) as well as power consumption. Our facilities can handle rack mount servers as well as workstation (tower case and desktop) servers.
Q: Can I view statistics on my bandwidth usage?
A: Yes - all Shared and Dedicated Server clients can view their bandwidth statistics via a password protected, web based interface.
Q: How soon can I bring my equipment after sign up?
A: Following a security audit and any applicable quarantine you may bring the equipment immediately after sign up.
Q: What security features are in place at the data centers?
A: Our colocation facilities are accessible 24/7/365 via access card to the building, and then via key to your rack(s).
Q: What kind of network do you have?
A: Our network is an ATM+IP fully redundant network. We peer with many tier 1 providers right at our colo facilities.
Q: At what capacity level do you keep your network?
A: We always maintain the utilization below 60% capacity for any link.
Q: Is there an address I can ping to test your network speed?
A: Yes, ping 'ping.digitalrealm.net' (IP address: 166.90.244.194).
Q: I have my ip addresses allocated by ARIN, can I use them?
A: Yes. We can route your IP address on our network and BGP advertise them.
Q: Do you have backup power systems?
A: Power for all equipment runs via a UPS. For extended power outages dedicated diesel generator is setup with an automatic fail over in the event of extended power outages. The diesel generator is tested on a monthly basis.
Q: If I provide my own server, what hardware do I need to provide
A: We provide the rails in the racks. However, you will need to provide your own mounting hardware for your equipment and screws to attach to the rails.
Q: Do I need a rack mounted machine?
A: No, colocation services are available for both rack mounted and desktop/tower cases.
| Service Questions |
Q: What is the difference between colocation and dedicated server?
A: Dedicated servers are more entry level than colocation solutions. One would get a dedicated server when they require more customization than a simple virtual account can offer. A colocation solution allows you to utilize any hardware that is necessary in order to fulfill your application's needs (whether it be dual processors, complex raid configurations, etc.) Furthermore, if there are several servers necessary to satisfy your needs, a colocation solution would be more prudent as it allows you the flexibility to set up your own network and migrate additional servers in as needed.
Q: What is co-location?
A: In general, colocation is moving or placing things together. For our purposes, it is used to mean the provisioning of space for a customer's communications equipment on a service provider's premises. For example, a web site owner could place the computer servers for his site on the premises of the Internet service provider (ISP). The benefits is that the server does not occupy space in his office, and the colocation provider is responsible for maintaining circuit bandwidth, power, and environment.
Q: Who actually supplies the server?
A: Typically, the server belongs to you, the customer. Normally, this entails a server being completely configured and loaded with information, being delivered to the co-location provider ready to go. However, we can provide servers (dedicated or shared) for you to use.
Q: Will you make sure my machine stays online?
A: We offer Server Monitoring contracts where we will monitor the physical aspects of making sure your system is online (IP reachability, power, temperature). If you have a custom written application on your server and it is causing problems with the operation of your server, it will be your responsibility to fix it.
Q: If something goes wrong with my server hardware, who fixes it?
A: That again depends on the type of service you signed up for. If you use your own servers, you will need to purchase and store the parts. You will also be responsible for performing the repair your server. If you use a server supplied by us, then we will provide the replacement hardware and swap it in.
Q: Do you manage colocated servers?
A: Colocation solution implies that the client will provide the administration for his/her server while DigitalRealm is responsible for the stability and functionality of the network. The operating system installation (or reinstall) is as far as we will go; the rest of the administration must be done by your administrators remotely once the server is online.
Q: What are the terms and conditions?
A: You can review our policy here.
Q: Can I upgrade my service package at any time?
A: Absolutely. Our colocation solutions are flexible and scalable.
Q: What is your policy on spam?
A: A: We uphold an zero tolerance anti-spam policy for both spam and spam support services. Please see our Terms Of Service.
Q: What kind of support is available?
A: We provide 24/7 network support and Level 1 support for the clients that is operated through our call center.
Q: What support services are provided at no extra charge?
A: There are no charges for minor administration duties (ie: FSCK, starting a service, etc.). We will perform reboots to a certain degree; if they are excessive we will recommend a remote reboot device so that the server can be rebooted by you over the internet.
Q: Can you change my backup media (ie: tapes, cd-rw)?
A: Yes. Daily or weekly tape rotations are available. Tapes can be stored either onsite or offsite depending on your preference. Pricing details for this service are available here.
Q: If I have one server, can you act as a secondary dns?
A: Yes. For each new domain name you will need to notify us via email. Alternately we can provide both primary and secondary DNS services. Charges apply for DNS hosting.
Q: Is there a minimum period for co-location?
A: Yes. 1 month. Co-location is charged on a monthly basis. Setup fees and the first months co-location fees are payable at the time of installation of equipment, all accounts must remain paid up for the following month.
Q: How do I get started? Is there any paperwork?
A: Yes, the first step is to complete the online co-location order form for the type of colocation service you want. On receipt of this we will issue you with a co-location agreement to sign. Once the agreement is completed you can install your equipment. Please review our co-location preparation guide prior to installation.
Q: Can I get pricing on a more complex system setup??
A: Please submit your requests with specifics to our sales team and they will generate a quote for you.
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WHAT THINGS DO I NEED TO TAKE INTO CONSIDERATION WHEN SELECTING A PROVIDER?
Selecting a co-location provider can be a somewhat complicated process. When selecting a provider, there are several key areas that you will need to take into consideration to make the best choice possible.
• Bandwidth – What are the tiers of bandwidth available, and what does it cost if you exceed your limit for the month.
• Rack Space – What are the price differences, based on the size of server you want to place at the provider? There are several types and sizes available, and most providers charge different amounts for each.
• Hardware Support – Does the provider offer Hardware Support contracts? If so, how quickly is the turn around for a hardware repair, and are parts available on-hand or do they need to be shipped? If the provider does not offer Hardware Support contracts, or you do not wish to utilize them, then what methods are available to repair a down server? Do they offer services to diagnose and repair issues for a fee, or allow a technician of your choosing access to the servers?
• Internet Connectivity – What size connection does the provider have to the Internet? How many connections do they have, in the case of a failure?
• Uptime – What kind of Uptime does the provider guarantee for your presence on the Internet?
• Server Monitoring – Does the provider offer Server Monitoring services, to ensure that your system is running and operational at all times?
• Static IP Addresses – How many IP Addresses will the provider allocate to your servers, and what is the cost of obtaining more, when needed?
• Backup Services – What level of data backups are included, if any? What additional levels of data backups are available, at what intervals, and at what cost?
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