FAQ

Question: What is a virtual server?

Answer:
A virtual server can be described as an encapsulated system of a machine pretending to be a machine on its own. However, compared to a “real” server, it has nearly the same capabilities and functionality as an individual system with a lot less hardware overhead. You may run entire operating systems, database, web, ftp and other internet related servers and services on such virtual machines without these applications ever being aware that they are running inside a separate shell. Virtual machines running on one and the same hardware do not usually have access to each others’ resources - only if explicitly so desired. Therefore, it is safe to make efficient use of server hardware and run several virtual servers on a single machine, and you will have all the benefits of having root acces to your very own server - even if it is “only” a virtual one. We will always ensure that the entire system has plenty of spare resources to not run into performance issues - we only sell around 75% of a server’s capacity, keeping the other 25% as a reserve.

Question: What is a dedicated server?

Answer:
A dedicated, as opposed to a virtual server, is a single machine that has been set up to your needs and whose resources have been committed and dedicated to you and you alone. Simply put, it is a bigger version of a virtual machine, with the necessary overhead of hardware, but also the advantage of more powerful resources available.

Question: Which is better for me, virtual or dedicated server?

Answer:
This depends on your needs - a virtual machine on today’s hardware is easily capable of running even rather complex applications like a webserver with a database application, including CMS and other administrative backend functions. A modern dual/quad core CPU with speedy SATA HDDs and an allocated RAM of 512MB can manage sites with a million pageviews per month and more without a problem - this is a guideline benchmark for one of our customers’ sites running two database systems on the same virtual server plus a ColdFusion engine as well. It is fairly easy to tune and scale virtual servers upwards, or migrate the system to a dedicated server in case resources are running out. If you give us a basic idea of what you are planning to set up, we can advise what will be best for you.

Question: How much bandwidth/traffic do I really need?

Answer:
A rough estimate for a typical site with one million pageviews and some docs to download will range from 50 to 200 GB of traffic per month. Our virtual and dedicated server packages include easily scalable traffic packages, if you require more than 10Mbit/s of bandwith (roughly 3,000 GB / month), please contact us for a separate quote - we offer considerable discounts for traffic in excess of 50MBit/s.

Question: How often do you reboot servers or perform upgrade/maintenance work?

Answer:
On average, individual machines will have an uptime of several hundred days, unless urgent security fixes that require a complete reboot will have to be implemented. Installing patches for packages installed on your virtual or dedicated server is usually not included in the monthly fee and has to be ordered as an option. However, we will advise you to upgrade or install fixes in case of urgent security issues that need to be addressed immediately. Other than such emergencies, there are no reasons to force an upgrade of services and applications that are up and running.

Question: Can you please manage my server for me?

Answer:
Of course we can take over this part for you. Such agreement will include a list of tasks to be performed by us, giving reasonable examples to avoid any misunderstandings. Typically, managed servers will up the monthly fee by anything between GBP 50 to GBP 200 (excl. VAT).

Question: Do you also offer colocation?

Answer:
We do, but colocation is subject to very individual terms largely depending on your exact and detailed needs, which makes it almost impossible to give a quote right away. A standard 42/48U rack with 2kW and 13/16A will usually be available for approximately GBP 800 (+ VAT) per month including 1 Mbit/s bandwidth; single units are available as well, ranging from GBP 25 to GBP 35 excl. VAT plus traffic - but do contact us for details.

Question: How are you connected to the Internet?

Answer:
We are directly connected to a multi-Gbit/s redundant backbone, including several hundred peering agreements. We do not sell traffic we cannot deliver (please note that congestions outside our network may occur, and that other servers may not have the same connectivity as ours, thus reducing effective throughput - such events are beyond our influence).

Question: Do you offer managed consoles such as cPanel or Plesk?

Answer:
By default, we do not include cPanel, Plesk or other hosting/reseller management software with our VPS and dedicated servers. The reason is quite simple: We do not know in advance whether you will want/need it or not. If you do, we will be happy to provide you with a quote including your desired management software. Our hosting plans, however, do come with Plesk.

Question: You do not offer “free” support?

Answer:
Support is rarely ever “free”. Why would any company give away their human resources for free? We have calculated our monthly costs without support because we do not feel the need to up these costs to offer something we believe you will rarely need. When will you need real and urgent support?

1. Hardware or network failure - in such cases, it is more than likely that our 24/7 NOC and ourselves will already be on the issue and doing our best to correct the problem as fast as possible. Since this is a problem within our own responsibility, we will of course fix it without charging you anything.
2. You ruined your server because you deleted / replaced component X by Y etc. Well, this is a problem no first level support can solve anyway, so we will have to discuss with you what happened, what you would like us to do and then agree upon the terms that are feasible for both you and us. Usually, if it doesn’t happen too often and takes only a couple of minutes to fix, a technician will be free to fix it for you for free and right away. We are committed to service you as best as we can, we just do not promise you anything we might not be able to keep. If it’s something big, we will have to charge you for it, however. But we will do our best to not blow your budget.
3. You cannot find your own backup and want us to put files A-Z back onto your server environment. No problem, again, if you don’t deliberately wipe your files day in day out, we will be glad to provide this for free on a case-by-case basis.
4. You don’t know how to configure service XY on your server and need a quick guide? Again, more often than not, a technician will be available and able to help you out if it only takes a couple of minutes - for free. However, requests such as “Could you please compile and configure apache, MySQL, named, imapd, youNameIt for me again for free?” will have to be declined unless you are willing to pay for them (NB: usually, the initial setup of these tasks is, to a great extent, included in the setup costs of your server).

General requests for information or quick questions are basic customer service and not considered support - as such, these are naturally free of course.

Question: How can I pay you?

Answer:
We accept PayPal/credit cards and wire transfers. Incoming monies’ origin must match the billing information you provided us with. We do not accept payment by or in the name of third parties.

Question: You have an interesting mix of services, how come?

Answer:
We have been in the ISP/internet industry since 1995, and providing computer equipment and infrastructure since 1980. Over the decades, we developed a lot of skills, found a lot of areas of interests we specialised in, and also a lot of things we did not like. We only offer what we actually enjoy offering. Yes, we are fascinated by the culture and history of the CEE region, yes, many of us are amazed and in love with Watterson’s comics, and the more people(s!) we bring together, the merrier - cultural exchange is a benefit for everyone involved. To listen to each other and to understand each other is a major step on the road to a more peaceful world. We rarely provide anything run of the mill. We are not one of those out of the box portals where you can click 3 times and have your server up and running - we provide individual service, we want to offer a tailor made solution which suits you in a perfect manner, and despite the fact that we have close to 1,200 registered customers, 9 out of 10 requests are being handled by our director, and we won’t ever leave you on your own in an endless loop of support tickets. We simply believe that it is worth walking the extra mile with us in order to get things going: just to have a smooth trip thereafter.

Question: How many people work for you?

Answer:
The company is owned by two, and we have close to 50 developers, consultants, and sysadmins & support staff working for us.