Frequently Asked Questions

Do I get root access?

Yes, you have full root access to your instance and are responsible for all software and administration. We'll make sure your server is up and running and that you can access it, and you are responsible for the rest.

Can I purchase additional IP addresses?

Yes, you can add additional IPv4 IP addresses to your server at any time for $2/mo. You can add additional IPv6 IP's for free.

Do you support IPv6?

Yes, we support native IPv4 and IPv6 in all of our locations. Your instance is provided with dedicated IPv4 and IPv6 address space. In addition to your primary IPv6 address, we will route an IPv6 /64 to your instance free of charge if desired.

Can I easily upgrade my server?

Yes. Using our control panel, you can instantly add additional ram, disk, bandwidth, and ip addresses to your instance.

Can I run my own kernel?

Yes, using full virtualization (Available as any of our distros) or via your instance settings you have complete control of your kernel. You can also run your own paravirtualized kernel for performance.

What forms of payment do you accept?

We accept all major credit cards and paypal for recurring subscriptions. If you want to pay annually or add a one time credit, we can accomodate your request via Paypal, eCheck or wire transfer as well.

Where are your datacenters located?

You can instantly deploy to any of our clouds. We currently maintain presence in:

• San Jose, CA
• Los Angeles, CA
• Chicago, IL
• Reston, VA
• New York, NY
• Amsterdam, Netherlands
• Amsterdam (2 - Nikhef), Netherlands
• Coimbatore, India
• London, United Kingdom
• Paris, France

Be sure to take a look at our looking glass, where you can ping or traceroute to/from our locations using IPv4 or IPv6.

Do you offer a money back guarantee?

Yes! We believe in our service and are happy to offer a money back guarantee so that you can give us a try without risk.

For more information please read our guarantee page.

What type of Virtualization do you use?

Our backend runs using Xen technology. We support both fully virtualized (Xen HVM) and paravirtualized (Xen PV) instance types.

Do you offer backups?

We don't currently offer local or snapshot backups, or recommend them. We recommend that you use an offsite cloud storage, such as amazon S3 to remotely backup your instance.

Do you provide console access?

Yes. We provide true console access, via VNC to your instance.

What type of support do you offer?

We offer 24x7 support for your instance via our support portal and ticket system. 99% of tickets submitted to us are responded to within 10 minutes, all receive a response within 2 hours.

Can I run OpenVPN or a proxy server?

Yes, for personal use. Our AUP prohibits running open proxies or vpn services. However, if you're just using it for yourself, go ahead!

Do you allow IRC?

We do not block IRC on our network, and allow you to use it for personal use. Our AUP prohibits running shell servers, or selling access for the purpose of connecting to IRC.

The bottom line: If you're looking to chat with other developers on Freenode/similar, you're probably welcome. If you're looking to setup bouncers for friends and connect to EFnet you're probably not.

Do you sell cPanel licenses?

Yes, we're a full cPanel partner. You can purchase WHM/cPanel licenses for $11/mo from our portal.

What distributions do you support?

We maintain common images for the most popular distros: CentOS, Fedora, Gentoo, Debian, Ubuntu, Slackware, as well as many others. We're also happy to add support for new distributions as requested. Using our fully virtualized Xen HVM instances, you can install any o/s or distro.

To learn more, check out our OS & Images info center which includes up to date details on all the images you can deploy to our cloud!

How can I cancel my service?

You can easily cancel your service with us by selecting Package Details > Cancel Service from our Portal.

You can opt to cancel immediately, or at the end of the current billing term.

Do you have an affiliate program?

We're pleased to offer a generous affiliate program. You can sign up via our portal to refer customers using a unique URL. For every customer that remains active after 90 days, we'll give you a 10% recurring monthly credit of the plan they've signed up for, as long as they remain an active customer.

How do I manage DNS?

You can easily manage DNS for your domains using our zone editor. If you'd rather run DNS yourself, you can also set our name servers to slave to your own, providing added geographic redundancy.

Do you limit or firewall any traffic?

No, we do not actively limit or firewall traffic. You can use the local firewall within the o/s you deploy to firewall traffic yourself.

Do you offer managed services?

Yes! Please contact us with your requirements to discuss a customized managed services contract.

Do you provide migration services?

No, we do not currently provide services for you to migrate an existing server to us. However, we can use our LiveCD/rescue mode to easily rsync/transfer a server or data from another provider.

Can you provide me with a /64?

Your instance is provisioned with one static primary IPv4 and IPv6 address by default. You can either add free IPv6 addresses to your instance as needed on-demand, or have a complete IPv6 /64 routed to each instance you have with us free of charge.

How many vCPU(s) are available in each plan?

CPU increases with each plan. The number of CPU's assigned to your server are as follows:

VR256           2

VR384           2

VR512           2

VR768           4

VR1024          4

VR1280          4

VR1536          4

VR2048          4

VR4048          8

Can I install from an ISO?

Yes, if you provide us with the .ISO image we can load it into your Cloud Servers CD-ROM drive. You can then boot to CD, and perform an ISO installation via VNC.

Note that we recommend a minimum VR1024 plan for ISO installations, since they require fully virtualized VMs.

Do you have a refund policy?

Yes. Beyond our 7 day money back gaurantee, we have a strict no refund policy.

If you cancel before your next term, we are happy to add a service credit to your account for future use.

Note that we are unable to issue refunds for any transaction made with AliPay in RMB.

Do you support Windows?

Although it is technically possible to run Windows using our Fully Virtualized VM option, we do not recommend or support running Windows on our service at this time.

What is your SLA?

For our base, self-service public Cloud Service please see more details about our SLA.