Dedicated Servers FAQ At which location would our site/server(s) reside? Your servers would be located in our data centre in Calgary, Alberta, Canada; the most wired city in North America. Who are your Internet Service Providers? Do you have redundant Internet connections? Are you connected to a high-speed Internet backbone? Your server would be connected to a switch with redundant 100Mbps ethernet uplinks direct to Multiple ISPs. Our primary ISP is Sprint Canada, failover link to Envision Enmax. How fast is the data transferred? Do you utilize optical carriers or T connections? What percentage of available bandwidth do you use? Can your clients increase bandwidth on an as needed basis? If so, what are the costs associated with this? For Managed Dedicated Servers, 10 and 100Mbps connections are available. Bandwidth is charged by the industry standard ASU (Average Sustained Utilization) method. Clients can have as much bandwidth as they are willing to pay for. We can do bandwidth throttling by request. What types of Apple servers do you use? All server services are Apple Mac OS Server 10.x based. With a managed Apple Dedicated server, we can spec out hardware per your request and configure the box with however much disk space you need. Apple servers come with 1 year parts and labor warranty, with an optional comprehensive Apple Care warranty. What types of PC servers do you use? All server services are Windows or Linux based (Your Choice). With a managed PC Dedicated server, we can spec out hardware per your request and configure the box with however much disk space you need. They include Dell's 24 hour , 2 year warranty. How much control do your clients have? How are your clients able to make site changes? For Managed Dedicated Server Services, full control and root access is available after signing an acceptance of liability waiver (ie: DataHive no longer manages your server - you do, but our technicians are still available to help with problems.) Most customers do NOT need root access, and we can configure the server to allow whatever level of access the customer requests (via sudo for root user functions.) All standard Internet protocols are available for modifying your Web Site. ASP and MS Frontpage extensions are available with some Managed Dedicated server packages. Do you provide a Control Panel ? We provide Plesk control panel as an added option, if requested. There is an added monthly charge. What are your security procedures? Do you use firewalls? Is there a secure transaction hosting option. What type of encryption do you utilize? We do not use a dedicated firewall for our IP network (we're an ISP and by default all IP protocols must be fully accessible.) We do use a mix and match of local and external IDS, local firewalls, rootcheck scripts, log analysis tools, etc. to maintain network and individual system security. These features are available on all dedicated servers. Our servers support standard public domain encryption protocols, and commercial protocols are available upon request. We do not offer any transaction processing packages per say, but we do have developers on staff who can help in choosing and implementing a commercial or open source transaction processing, or developing a custom solution. We also have a full time security expert on staff who can do risk analysis, penetration testing, etc. What type of hit tracking do you provide? Is there an additional fee associated with this? All hit tracking is the responsibility of the customer. We can install the Webalizer on any Managed Dedicated Server for basic Web log analysis, or install other tracking software or develop custom solutions per customer request. The cost is quoted based on requirements. What type of uptime do you guarantee? Do you offer Service Level Agreements? Do you use automatic monitoring equipment? We do use automatic monitoring equipment, watchdog cards, and a series of shell scripts to keep servers running. We provide an SLA and a 99.9% uptime guarantee. We DO guarantee 1 hour response time in case of catastrophic system failure. Do you allow root access? See above. Who are some of your clients? What industries do you service? Please contact us and we would be more than happy to provide you this information, with our clients permission. Do you utilize mailing list software? If so, what kind? No. Also, DataHive enforces a strict anti-spam (unsolicited mass mailing) policy, available here. What are you customer service hours? Are you available by phone in addition to email during these hours? 8:30AM to 4:00PM MST phone 403-313-1106. 24 hour emergency service is available for Managed Dedicated Server customers. You will be given an email address that pages service person on duty who will contact you immediately. You will also be given access to tech support cell access numbers. Do you offer "remote hands" service? Yes. Remote hands service includes server reboots and hardware swaps/installs during office hours, 8:30AM to 4:00PM. Any other remote hands services that are not covered by this definition are charged at $100.00/hr for emergency work, and $90.00/hr for non-emergency work.