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Managed Server Hosting FAQ

Contents

How long before my Managed Server is available to use?

All orders placed before 12 noon will be provisioned and available to use within the same working day. Please contact us on 0845 1224 333 for further details on server provisioning.

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What happens if I use all of the storage available on my Managed Server?

Storage can be upgraded in 36GB increments to a maximum of 288GB (for an additional charge, detailed on the website) at any time. Upgrades can be completed in the My Eclipse control panel or requests for storage upgrades can be submitted to customer@Eclipse.net.uk.

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How do I access my Managed Server?

Once your order is confirmed you will be provided with the necessary login details to access your server. We will provide you with a user-friendly, step by step guide, which shows you everything you need to do to access your server. Expert advice is on hand to assist you, should you need it.

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How secure is my Managed Server?

Each server is provisioned in a dedicated VLAN (Virtual Local Area Network) and as such is invisible to other servers on the network. The server is also protected by a robust and secure firewall with a restricted number of open ports. All ports are blocked other than those required for the following services:

FTP, HTTP, HTTPS, PC-Anywhere, PING, POP3, SMTP, SSH, terminal services, VNC, IIS ADMIN, IMAP, Plesk, 8080, mySQL, HPSMH, ssh 222.

Additional security hardening at the OS level is also carried out during the setup process to protect against common remote exploits.

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Can I create custom rules on the firewall for my Managed Server?

Custome rule sets are available for an additional set-up fee with the standard Managed Server service. Should you have a specific firewall requirement, please e-mail your request to customer@Eclipse.net.uk.

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What is the minimum contract term for a Managed Server?

All Managed Servers are subject to a one or 12 month initial commitment, after which a 30 day notice period applies. Notice of termination should be submitted via e-mail to customer@Eclipse.net.uk. Free set-up is available on a 12 month contract. A £79 set-up fee applies for one month contracts.

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Can I upgrade my Managed Server?

Yes, you can upgrade your Managed Server at any time. Simply submit your upgrade request via e-mail to customer@Eclipse.net.uk. Specification upgrades require a server re-boot, however no data migration is required.

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Can I downgrade my Managed Server?

No, you cannot downgrade the specification of your Managed Server during the 12 month initial commitment.

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How can I pay for my Managed Server?

You can pay by cheque, Direct Debit or you may also pay monthly by credit card.

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Can I use a currently registered domain name with my Managed Server?

Yes, you will need to contact your domain registrar and provide them with the IP address details provided in your welcome e-mail.

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What happens if I use all of the storage available on my Managed Server?

You can upgrade your storage in 36GB increments to a maximum of 288GB (for an additional charge, detailed on the website). Simply submit your storage upgrade request to customer@Eclipse.net.uk.

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What software is available on my Managed Server?

Windows Managed Servers are based on the Microsoft Windows Server 2003 operating system. The following services are configured by default:

  • Internet Information Server (IIS)
  • Microsoft Internet Information Server (IIS) 6.0: www (asp & asp.net 1.1/2.0/3.0),SMTP,FTP (anonymous access disabled)
  • Microsoft IIS 6.0 Resource Kit Tools
  • Microsoft IIS 6.0 Diagnostic Tools
  • Microsoft Windows Server 2003 SP2 Support Tools
  • Microsoft Windows Server 2003 Resource Kit Tools
  • Microsoft Baseline Security Advisor 2.01
  • 7-zip
  • Microsoft SQL Server 2005 Workgroup Edition with the management studio can be ordered online. Microsoft SQL Server 2005 Standard Edition with the management studio (charge applied) can be ordered at an additional charged by e-mail (customer@Eclipse.net.uk).

Linux Managed Servers are based on the Redhat Enterprise Linux 4 operating system. The following services are configured and available by default:

  • Apache Web Server with PHP, Perl and Python support
  • Support for secure SSL-based web hosting
  • MySQL and PostgreSQL Database
  • FTP Server
  • Choice of Postfix or Sendmail mail servers

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Can I load other software onto my Managed Server?

Yes, you are free to upload any application compatible with your choice of operating system. Linux Managed servers are pre-configured with permanent network-based access to the original install media, making it possible to easily add additional software using the Yum command line tool.

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Is data on my Managed Server backed up?

Yes, our state-of-the-art backup system and disaster recovery procedures leave you confident that your information is in safe hands.

Your server is backed up using the Atempo Time Navigator backup client using a 4 x daily incremental and weekly full backup routine. Plus, get peace of mind from our disaster recovery procedures, reset and rollback options.

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How many user accounts are available on my Managed Server?

Initially there is only a single password and username that is issued which is an administrator account. The administrator can set up to four additional users on the server.

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Does each user have their own unique login to my Managed Server?

This is up to the administrator to define – good security practice dictates that all users should have individual accounts.

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How many IP addresses do I get with my Managed Server?

By default your server has eight static IP's (five usable) assigned to it, you can use these IP's to provide multiple services to the internet from your server such as http, https (SSL), mail, etc.

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Is my Managed Server monitored?

Yes, your Managed Server is monitored for availability, so in the event that your server goes unexpectedly offline, the problem will be investigated by an engineer without you needing to notify support.

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What if I cannot find the right specification of Managed Server on the website to suit my requirement?

Our Managed Server solutions are fully flexible and can be fully customized to fit individual needs and requirements. If you would like to talk through your options, please call our Business team on 0845 1224 333.

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Will my Managed Server be patched if the OS vendor releases a security update?

Your Managed Server will be patched automatically without the need for customer interaction. Your server will be rebooted after the patches have been applied.

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What web browsers can I use to access the online console?

The online console currently works with Internet Explorer 6+ or Firefox v 1.5+. You will need to be able to install an additional plugin/ActiveX control.

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