Managed Server Hosting FAQ

General

Q. How do I access my Managed Server?

A. Once your order is confirmed you will be provided with the necessary login details to access your server.

Q. What is the minimum contract term for a Managed Server?

A. 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.

Q. How can I pay for my Managed Server?

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

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

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

Q. How many user accounts are available on my Managed Server?

A. 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.

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

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

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

A. 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 0800 9155 234.

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

A. 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.

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

A. 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.

Security and backup

Q. How secure is my Managed Server?

A. 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.

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

A. Custom rule sets are available for an additional set-up fee with Managed Server Hosting. Should you have a specific firewall requirement, please e-mail your request to customer@eclipse.net.uk.

Q. Is data on my Managed Server backed up?

A. 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 a 4 x daily incremental and weekly full backup routine. Plus, get peace of mind from our disaster recovery procedures, reset and rollback options.

Q. Is my Managed Server monitored?

A. 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.

Software

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

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

Storage and scalability

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

A. You can upgrade your storage in 36GB increments (for an additional charge). Simply submit your storage upgrade request to customer@eclipse.net.uk.

Q. Can I upgrade my Managed Server?

A. 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.

Q. Can I downgrade my Managed Server?

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