We have various levels of tech-support as listed below:
Our general technical support provides direct preliminary assistance for our customers, processing problems or requests and directing them to the appropriate support group according to our established Event Management procedures.
Dedicated servers at Vertex Internet include all hardware maintenance, high speed, redundant Internet bandwidth, battery back up and generator power, as needed. Standard support includes monitoring a port on your server 24/7, notifying the client if the client's server is unreachable and rebooting your server when requested.
We provide 2 hours of technical support per month with our dedicated server plan and this time may be used for server configuration, troubleshooting, and software installation.
What is your response time to our problem escalations?
We respond to all E-mail in the order in which they are received. Our dedicated services have a separate mail queue to address your problems faster. However, if a major problem arises, you may choose to use "emergency support" and we will attend to your needs immediately.
We provide 2 hours of technical support per month with our dedicated server plan and this time may be used for server configuration, troubleshooting, and software installation.
Do you provide RAID along with the dedicated servers?
All dedicated servers come with at least RAID 0. Other RAID levels are available, please see our dedicated server rate sheet for more information.
Will we get a control panel similar to the one we are used to under virtual hosting?
Yes. You will be able to setup accounts, administrate your mail accounts, and register and transfer domain names all through your dedicated server control panel.
Do you provide RAID along with the dedicated servers?
All dedicated servers come with at least RAID 0. Other RAID levels are available, please see our dedicated server rate sheet for more information.
Do we have physical access to the colocation facility for hardware maintenance and upgrades?
No, you do not have physical access to the server. This is mainly to enforce strict security measures for your server.
Do you provide additional software installation during the initial server set-up?
Yes, we can provision and install a variety of software for you and debit your account accordingly. A partial list of additional software we install on a regular basis is as follows: Imail, Cold Fusion, WebTrends, Authentix, ChiliASP, Perl, MSSQL, ASP Mail, ASP Login, etc.
Who owns additional software?
The customer owns all the additional software other than Windows 2000 Advanced Server.
Do you provide additional software installation during the initial server set-up?
Yes, we can provision and install a variety of software for you and debit your account accordingly. A partial list of additional software we install on a regular basis is as follows: Imail, Cold Fusion, WebTrends, Authentix, ChiliASP, Perl, MSSQL, ASP Mail, ASP Login, etc.
Can we have Cold fusion and MS SQL server on the same machine?
Although we don't recommend to run MSSQL and Cold fusion on the same server, you may at your own risk.
Does the server handle Chat Programs?
We don't support chat programs but you are free to install and run them on your server. The responsibility and management of a chat server is solely the client's.
Can I send my Mini Tower/Tower CPU for collocation?
No. We only accept standard size rackmount servers 4U (7" high x 19" wide).
Does the server handle Chat Programs?
We don't support chat programs but you are free to install and run them on your server. The responsibility and management of a chat server is solely the client's.
Do you bundle E-Commerce into your dedicated servers?
Yes. At the moment we only support Microsoft's Site Server Commerce Edition. However, you can install any E-Commerce software on your server and get on-demand consulting services from us.
What facilities do you have if we need to have our own DNS server or if we need to use your DNS servers? Explain both.
You may run your own DNS servers if you wish to or you may use our DNS servers. We do not charge anything extra to add a reasonable number of DNS entries to our server.
What is the minimum contract period for dedicated servers?
The minimum contract period is 12 months. However, the payments can be made on a monthly basis rather than in advance.
Do you send Invoices by Postal Mail?
Yes, we can send Invoice by snail mail per your request.
What happens if I need a file restored from backup?
To restore a file from backup, a client should contact technical support, who will have a backup administrator restore the file. This process typically takes 24 hours.
Is there a limit to how much data transfer I get per month?
A standard dedicated package contains from 50 GB to 150 GB per month. However, additional throughput can be purchased at any time.
Our Technical Support continuously monitors the servers on a 24/7/365 basis and you will receive advance notification if your server is down or if services are not functional.
A standard dedicated package contains from 50 GB to 150 GB per month. However, additional throughput can be purchased at any time.
What preventive processes does your service have to minimize packet loss?
Our Network Technicians constantly monitor the packet travel times to-and-from our network, which in turn enables them to detect any problems and to remedy them immediately.
What contingency plans do you offer to protect against area outages such as severed communication cables?
We are multi-homed whereby our communication cables are linked to multiple backbones, offering a redundancy incase of cable failure.
What kind of a firewall scheme do you offer?
We currently support the Checkpoint firewall. Contact a sales associate for more information.
Does your service employ any procedures to minimize or eliminate the risk of unauthorized hacking into our servers?
We regularly monitor the servers for any unauthorized entry patterns.
What is your turnaround time for having a server set-up?
It usually takes us 5-10 business days,from the day we receive your order, to have your server set-up and released .
Do you provide telephone tech-support? If not, what are the different levels of tech -support?
We have various levels of tech-support as listed below:
Our general technical support provides direct preliminary assistance for our customers, processing problems or requests and directing them to the appropriate support group according to our established Event Management procedures.
Dedicated servers at Vertex Internet include all hardware maintenance, high speed, redundant Internet bandwidth, battery back up and generator power, as needed. Standard support includes monitoring a port on your server 24/7, notifying the client if the client's server is unreachable and rebooting your server when requested.
We provide 2 hours of technical support per month with our dedicated server plan and this time may be used for server configuration, troubleshooting, and software installation
What is your response time to our problem escalations?
We respond to all E-mail in the order in which they are received. Our dedicated services have a separate mail queue to address your problems faster. However, if a major problem arises, you may choose to use "emergency support" and we will attend to your needs immediately.
Will we get a control panel similar to the one we are used to under virtual hosting?
Yes. You will be able to setup accounts, administrate your mail accounts, and register and transfer domain names all through your dedicated server control panel.
Do you provide RAID along with the dedicated servers?
All dedicated servers come with at least RAID 0. Other RAID levels are available, please see our dedicated server rate sheet for more information.
Do we have physical access to the colocation facility for hardware maintenance and upgrades?
No, you do not have physical access to the server. This is mainly to enforce strict security measures for your server.
Do you provide additional software installation during the initial server set-up?
Yes, we can provision and install a variety of software for you and debit your account accordingly. A partial list of additional software we install on a regular basis is as follows: Imail, Cold Fusion, WebTrends, Authentix, ChiliASP, Perl, MSSQL, ASP Mail, ASP Login, etc.
Who owns additional software?
The customer owns all the additional software other than Windows 2000 Advanced Server.
Can we have Cold fusion and MS SQL server on the same machine?
Although we don't recommend to run MSSQL and Cold fusion on the same server, you may at your own risk.
Does the server handle Chat Programs?
We don't support chat programs but you are free to install and run them on your server. The responsibility and management of a chat server is solely the client's.
Can I send my Mini Tower/Tower CPU for collocation?
No. We only accept standard size rackmount servers 4U (7" high x 19" wide).
Do you bundle E-Commerce into your dedicated servers?
Yes. At the moment we only support Microsoft's Site Server Commerce Edition. However, you can install any E-Commerce software on your server and get on-demand consulting services from us.
What facilities do you have if we need to have our own DNS server or if we need to use your DNS servers? Explain both.
You may run your own DNS servers if you wish to or you may use our DNS servers. We do not charge anything extra to add a reasonable number of DNS entries to our server.
What is the minimum contract period for dedicated servers?
The minimum contract period is 12 months. However, the payments can be made on a monthly basis rather than in advance.
Do you send Invoices by Postal Mail?
Yes, we can send Invoice by snail mail per your request.
What happens if I need a file restored from backup?
YTo restore a file from backup, a client should contact technical support, who will have a backup administrator restore the file. This process typically takes 24 hours.
Is there a limit to how much data transfer I get per month?
A standard dedicated package contains from 50 GB to 150 GB per month. However, additional throughput can be purchased at any time.
Our Technical Support continuously monitors the servers on a 24/7/365 basis and you will receive advance notification if your server is down or if services are not functional.
What preventive processes does your service have to minimize packet loss?
Our Network Technicians constantly monitor the packet travel times to-and-from our network, which in turn enables them to detect any problems and to remedy them immediately.
What contingency plans do you offer to protect against area outages such as severed communication cables?
We are multi-homed whereby our communication cables are linked to multiple backbones, offering a redundancy incase of cable failure.
What kind of a firewall scheme do you offer?
We currently support the Checkpoint firewall. Contact a sales associate for more information.
Does your service employ any procedures to minimize or eliminate the risk of unauthorized hacking into our servers?
We regularly monitor the servers for any unauthorized entry patterns.
What is your turnaround time for having a server set-up?
It usually takes us 5-10 business days,from the day we receive your order, to have your server set-up and released .
What is your turnaround time for having a server set-up?
It usually takes us 5-10 business days,from the day we receive your order, to have your server set-up and released .
Do you provide telephone tech-support? If not, what are the different levels of tech -support?
We have various levels of tech-support as listed below:
Our general technical support provides direct preliminary assistance for our customers, processing problems or requests and directing them to the appropriate support group according to our established Event Management procedures.
Dedicated servers at Vertex Internet include all hardware maintenance, high speed, redundant Internet bandwidth, battery back up and generator power, as needed. Standard support includes monitoring a port on your server 24/7, notifying the client if the client's server is unreachable and rebooting your server when requested.
We provide 2 hours of technical support per month with our dedicated server plan and this time may be used for server configuration, troubleshooting, and software installation.
Do you provide telephone tech-support? If not, what are the different levels of tech -support?
We have various levels of tech-support as listed below:
Our general technical support provides direct preliminary assistance for our customers, processing problems or requests and directing them to the appropriate support group according to our established Event Management procedures.
What is your response time to our problem escalations?
We respond to all E-mail in the order in which they are received. Our dedicated services have a separate mail queue to address your problems faster. However, if a major problem arises, you may choose to use "emergency support" and we will attend to your needs immediately.
Will we get a control panel similar to the one we are used to under virtual hosting?
Yes. You will be able to setup accounts, administrate your mail accounts, and register and transfer domain names all through your dedicated server control panel.
Do you provide RAID along with the dedicated servers?
All dedicated servers come with at least RAID 0. Other RAID levels are available, please see our dedicated server rate sheet for more information.
Do we have physical access to the colocation facility for hardware maintenance and upgrades?
No, you do not have physical access to the server. This is mainly to enforce strict security measures for your server.
Do you provide additional software installation during the initial server set-up?
Yes, we can provision and install a variety of software for you and debit your account accordingly. A partial list of additional software we install on a regular basis is as follows: Imail, Cold Fusion, WebTrends, Authentix, ChiliASP, Perl, MSSQL, ASP Mail, ASP Login, etc.
Who owns additional software?
The customer owns all the additional software other than Windows 2000 Advanced Server.
Can we have Cold fusion and MS SQL server on the same machine?
Although we don't recommend to run MSSQL and Cold fusion on the same server, you may at your own risk.
Does the server handle Chat Programs?
We don't support chat programs but you are free to install and run them on your server. The responsibility and management of a chat server is solely the client's.
Can I send my Mini Tower/Tower CPU for collocation?
No. We only accept standard size rackmount servers 4U (7" high x 19" wide).
Do you bundle E-Commerce into your dedicated servers?
Yes. At the moment we only support Microsoft's Site Server Commerce Edition. However, you can install any E-Commerce software on your server and get on-demand consulting services from us.
What facilities do you have if we need to have our own DNS server or if we need to use your DNS servers? Explain both.
You may run your own DNS servers if you wish to or you may use our DNS servers. We do not charge anything extra to add a reasonable number of DNS entries to our server.
What is the minimum contract period for dedicated servers?
The minimum contract period is 12 months. However, the payments can be made on a monthly basis rather than in advance.
Do you send Invoices by Postal Mail?
Yes, we can send Invoice by snail mail per your request.
What happens if I need a file restored from backup?
To restore a file from backup, a client should contact technical support, who will have a backup administrator restore the file. This process typically takes 24 hours.
Is there a limit to how much data transfer I get per month?
A standard dedicated package contains from 50 GB to 150 GB per month. However, additional throughput can be purchased at any time.
