|
|
frequently asked questions
Support
Are your servers managed or unmanaged?
Jacobson Servers refrains from using the terms managed and unmanaged because they have so many different meanings across the industry. Simply stated:
Jacobson Servers support is best described as your safety net. Jacobson Servers engineers assist
our customers with questions in reference to hardware, software, control panels, bandwidth, networking, datacenter facilities and security products that we deliver. Security updates are automated and we have Microsoft and Red Hat update servers onsite for customer use. Our customer portal and management network are designed
to give our customers useful tools and maximum control over the server. All servers include host ping monitoring with automated email and ticket notification. Upgraded monitoring options are available. Remote reboot and console are standard on each server. Our service includes industry leading network, hardware, power, and infrastructure SLA guarantees. Our technicians are onsite 24/7 to assist you via
ticket or phone if you run into trouble. We have extensive flash tutorials, searchable knowledgebase, FAQs, private community forums and trouble tickets for issue resolution.
Our engineers do not perform routine administrative tasks such as; add/remove users, add/remove domains, manage DNS, rotate log files, install/uninstall third party applications, etc. Customers are responsible for day to day server administration. If you are not experienced in server administration, Jacobson Servers sales can refer you to server administration companies who are also located within the datacenter. Our engineers are available for admin assistance at a rate of $75 per hour in 15 minute intervals if you run into trouble, need assistance in emergency situations, or simply
just can't figure out a particular issue.
What type of Support do you offer?
Jacobson Servers offers 24x7 phone and ticket support.
Learn More
How many IPs do I get?
You will receive 5 usable IPs with your server.
What standard Operating Systems (OS) are installed?
We will offer the 32- and 64-bit editions of the following Operating Systems: Windows 2003 Server and Red Hat 4.0. Additionally we offer 32-bit versions of CentOS
Learn More about Red Hat ES.
Learn More about Windows Server 2003.
Learn More about CentOS.
Do you have battery backups and generators? What about the physical security of the datacenter?
Yes, we have a 2000Kw Diesel Generator, two 20-ton Liebert HVAC Units, and a Pre-Action Dry Pipe Fire Suppression. Additionally Proximity Security Badge Access is required and we do monitor the datacenter via video surveillance.
Learn More
What kind of security services is offered?
We offer 3Com's TippingPoint 5000E. This acts as our IPS (Intrusion Prevention System) and our DOS detection and mitigation system.
Will my server be backed up regularly?
You can purchase a network-attached backup plan from us. Jacobson Servers does not perform backups of your server.
What if my server gets hacked or attacked?
If you purchased our Business Continuance Insurance beforehand, we will waive all bandwidth incurred during the attack, and reload the OS free of charge. You will be responsible for these charges if insurance was not purchased prior to the attack.
What database options do you offer?
We offer MySQL, MS SQL Express, MS SQL for WorkGroups, and MS SQL Enterprise edition.
Does my service get a control panel? If so, what control panels do you offer?
We offer the following control panel options on any server:
Plesk with 30 domains with Power Pack
Plesk with 100 domains with Power Pack
Plesk with unlimited domains with Power Pack
cPanel / WHM w/ Fantastico and RVskin
How do I access my server?
You can access your server both on the Public and Private Networks via SSH or Remote Desktop. You may upload data to the server using your choice of FTP programs.
Do you offer Remote Reboots?
Yes, you can reboot your machine through the customer portal.
Will I have full, root access?
You will have root/administrator access.
Can I change my server password?
You may change your server password, but keep in mind, if it is not updated in the customer portal, then we will not have a record of it if you lose it.
Where can I find the hardware specifications of my server?
The hardware specifications will be available to you through the customer portal.
What is SSL and do I need it? Do the servers support it?
SSL (Secure Sockets Layer) is a method of encryption, needed if the server is either sending or receiving confidential information. Our servers will support SSL, and we recommend purchasing your certificate through an outside vendor, such as GeoTrust.
Is my server monitored?
Our basic server monitoring packages include ping monitoring with notification via email should your server stop responding. Additional monitoring packages are available for those requiring greater levels of notification. Click here to see additional Monitoring packages.
Can I manage my own DNS information and records?
You are free to run your own DNS server if you choose, however we suggest using Jacobson Servers DNS servers. If utilizing Jacobson Servers DNS, requests for DNS changes can easily be managed by each customer through a control portal inside our customer portal.
Do you keep my server up-to-date with security patches?
We offer Microsoft SUS and Red Hat RHN servers located inside the private network for security updates. Your server will be delivered to update automatically. You can turn this feature on or off if you choose or update manually at any time.
Do you provide OS hardening?
Our standard server delivery utilizes vendor best practices approach paying special attention to security guidelines. As delivered, your server is "internet ready" and all you will need to do is configure your server and load applications. If you need to lockdown your server for additional security reasons, administrative assistance can be purchased at a rate of $75 per hour. A custom quote is required for OS hardening due to the number of third party applications and the amount of time required to perform research and administrative services. Most OS hardening projects require 2 to 4 hours of administrative time and must be scheduled.
Do you provide OS Reloads for free?
Automated OS reloads are free and can be performed through the customer portal. Custom OS reloads are available at a $25 charge and must be scheduled.
Will you teach me how to use Plesk/cPanel?
Your server will be deployed with the OS and control panel installed and ready for production. Both Plesk/cPanel offer a graphical user interface (GUI) and are very easy to use. However, due to the extensive features sets and server control, you should anticipate spending 2 to 8 hours learning the entire user interface if you are a new user. We offer extensive flash tutorials, searchable knowledgebase and FAQs for common questions.
What is a Dual Core processor? Why is it better?
A Dual Core processor is essentially two processor cores on one chip. It is like having a dual processor system in one processor. We stock dual core machines from AMD and Intel.
Learn More about AMD Dual Core Processing.
Learn More about Intel Dual Core Processing.
|
|
|
|
|