DATA CENTRE SERVICES
FREQUENTLY ASKED QUESTIONS

FAQs

What is a data center?
A data center is a facility that houses different types of servers such as website servers, database servers, mail servers, and cloud servers. If you have purchased hosting services from XiddiG, your website data is stored and protected within a data center.

Does it matter where my data center is located?
The only time this is really an issue is if your website uses a database. This is because your web server and database server should always be in the same data center.
Occasionally, the web server and database server could be placed in different data centres. This could lead to slowness on your site since it takes a little longer for the information to be retrieved from the other data center.

If you notice this, contact support so they may migrate your servers to the same location.

Can I change my data center?
Yes. Contact support if you'd prefer your information be located in a different data center.

What Is Business Continuity and Resiliency (BCR) Planning?
Business continuity and resiliency planning is critical for the ongoing operation and success of an enterprise. Data centres and network architecture play a central role in preparing an enterprise for catastrophic geo-political events. How much would being down for 1 second, 1 hour, 1 day or even 1 week cost a company?

Increasingly enterprises are reliant on IT systems to buy, sell and create products. Ensuring that your enterprise can withstand natural disasters such as hurricanes, tornadoes, and earthquakes may seem obvious, but are you prepared for prolonged utility outages or fiber cuts? A strong business continuity plan will prepare the enterprise for the plausible worst case scenarios.

What Are Five Things to Consider with BCR Planning?
What would happen if my data center is down for 10 minutes, 10 hours or 10 days?
What would happen if my headquarters was no longer accessible by employees?
What would happen if a fiber cut happened to one of my existing carriers?
What would happen if so and so in the IT department quit?
What would we do if business grew 50% in the next month?

What Are Data Center Cages and Cabinets?
Cages and cabinets delineate the type of space that a colocation provider will convey to a customer in a retail colocation model. Cages are moveable walls on top of raised flooring to separate one customer's space from that of another. Cabinets, on the other hand, are typically lockable individual racks to house server, storage or communications equipment. Cages are typically for larger retail colocation customers, while cabinets can come in 1/3, half or full sizes. Both are used in shared room environments (other customers).

What Is A Carrier-Neutral Data Center?
A data center is said to be carrier-neutral if a customer can order cross connections or communications services from any existing provider and the data center provider actively tries to court additional carriers into the facility.

What Is Colocation?
Colocation refers to the deployment of multiple users under the same mechanical and electrical systems. Commonly, these users will share the same four walls and air distribution system. Through colocation, a data center provider can offer significant economies of scale for users that aren't large enough to bring down the cost per critical KW that a scaled data center can provide. Usually, more redundancy and reliability can be achieved for the same unit of cost than what a stand-alone user could do on her own.

What Is Data Center Containment?
For years, IT managers have deployed their servers and IT equipment in hot and cold aisles. In such a scenario, the front side of two rows of equipment racks face each other and draw cool air into each rack's equipment intake. As such, the behind side of two rows each expel hot air into the hot aisle. While this is an efficient concept, it may not go far enough for higher power loads.

A solution to make the data center even more efficient is to deploy either hot or cold aisle containment. In cold aisle containment, the cold aisles are augmented to effectively "trap" cold air into the cold aisle. This allows the data center operator to increase air handling set points and more efficiently cool the intakes of the servers. On the other hand, hot aisle containment is a strategy to isolate the hot air exhaust found in the hot aisle. In both cases, the intent is to restrict mixing of significantly different air temperatures. Both solutions can be effective to lower Power usage effectiveness (PUE).

How Do You Convert Volts and Amps to Watts?
Understanding your total critical load is vital to sizing your data center correctly. To understand your total Wattage, multiply voltage by amps used (Volts X Amps = Watts). If have 3-phase power and the amps are the same on all phases, then multiply the resulting Wattage estimate by the square root of 3.

What Does Critical Power Mean?
"Critical" power or "IT load" often refers to the data center load that is consumed or is dedicated to IT equipment such as servers, storage equipment and communications switches and routers. Power for lighting or cooling the data center is excluded from "critical" power. It's important for an end user to understand their critical load as the data center - whether managed internally or outsourced - will be sized based on the current or expected amount of critical power.

What Is A Cross-Connection or Data Center Cross Connect?
A cross connection is most often a layer 1 or physical layer connection between two networks. Data center providers typically segment cross connections by type of cabling used to make the connection - copper, coaxial or fiber. Cross connections are usually completed by the data center provider for a non-recurring (NRC) and a monthly recurring (MRC) charge.

What are remote hands?
Remote hands are a series of on-site, physical IT management and maintenance services provided by data center and colocation providers for an additional fee.

What are the reasons for own server? Is web hosting not enough?
Unlike web hosting, a dedicated server is not shared. If you require a separate environment and dedicated performance at the same time, but you do not want to take care of the server, choose a managed server. Moreover, for managed servers we also provide 24x7 surveillance and proactive troubleshooting. Cloud servers can provide you dedicated performance and high availability at the same time.

What is the difference between a managed and a dedicated server?
The main difference is in the server management, called the administration. For a dedicated server, only operating system installation is included in the price. You have to take care of any additional software, backup, updates, etc. If you want to get rid of this responsibility, a managed server is a better choice for you. The main advantage of managed servers, in addition to the administration, is also monitoring by our 24x7 surveillance system and proactive troubleshooting if necessary. The service also always includes managed backup of server data to our backup servers.

What are the advantages of managed server?
The server is managed by a professional administrator who solves all problems for you. We monitor servers 24 hours a day and proactively respond even to unexpected situations. The service also always includes managed backup of server data to our backup servers.

How do backups work?
You can choose from a total of three types of backup. You can find their detailed descriptions on the Backup page.

How does your availability monitoring work?
Availability Monitoring is an additional service, which is, however, together with proactive response automatically included in every managed service, such as the managed server. We can monitor all kinds of services running on the server, from www to the RAID array. We offer the option to set notifications to the customer - email, jabber, SMS, and add a note according to which our support will respond. Any changes in the setting of monitoring will be performed by our administrators at the customer's request.

What technologies do you use?
Our network runs on Juniper and DELL EMC technologies with a fully redundant architecture. We use branded HP, IBM and Dell EMC servers.

What if I need to reboot?
The customer can reboot from the CIS, which for a physical server means turning the IP socket on/off. VPS is rebooted using a script. If you need a so-called "soft reset" from the keyboard on a physical server, you must contact our technical support (you can use KVM over IP).

What if I become the victim of a hacker attack?
We deal with DoS (Denial of Service) individually by selective filtration on our side. Managed servers are updated and monitored at regular intervals.

Will my data be backed up?
Backup is automatically included in all managed services. For any other services, but even if you do not yet have any services with us, we offer you different types of backup. For more information about the backup options, see Backup.

Will you monitor my server?
We monitor managed servers automatically, the customer is informed by our support in the event of service failure. And it does not end with monitoring; we respond to problems 24x7 and address them proactively. For other servers it is an additional service which we set up at the customer's request.

How long does it take before you intervene in case of HW failure?
We guarantee to intervene within one hour. It rather depends on the complexity of the problem, but we focus on our ability to perform technical service at any time and in the shortest time possible.

Do you provide warranties on HW components?
Regarding the purchase, the warranty is according to the guarantee bought from the manufacturer. In case of lease, it is always for the duration of the contract.

Will I have a superuser (administrator) account?
For a dedicated server, a superuser account is always set for the customer, which also allows access to the out-of-band server management card. iLO for HP, IBM and iDRAC for Dell EMC.

For managed servers, only user accesses via SSH or FTP are configured, but root rights are not set up for the customer.

What software will you install on my server?
Everything depends on our agreement. On Linux servers, we install the selected SSH operating system by default, or possibly Apache, MySQL and PHP, and other software according to the customer's needs.

What is RAID 1?
RAID is a technology for increasing data availability. It is neither backup nor data protection. This is done by disk content mirroring. The content is simultaneously recorded on two disks. If one disk fails, its copy is immediately available and can be used. The reading speed is significantly increased because reading occurs from several disks simultaneously. On the other hand, writing can be slower because the same data is saved on two disks. This technique considerably improves data security and helps to protect data against loss due to hardware failure. The disadvantage is the need for double the storage capacity.

Can I have my servers interconnected?
We offer the possibility of VLAN. Each server must have 2 network cards, one of which leads to the Internet and the other to its VLAN which is used only for internal communication between the servers. Another option is making a direct cable connection or defining a private VLAN on one physical dot1q trunk port.

How can I add more IPs? Is this charged?
If you want to increase the number of IPs, please contact your sales representative who will offer you the current price and arrange the allocation of IP addresses. With the Server Housing service you are entitled to 8 IP addresses for free.

Can I upgrade the HW?
The HW can be upgraded according to your requirements and the technical specifications of the server. Please contact your sales representative.

Do you provide DNS services?
We offer both DNS resolver, as well as two independent DNS servers to run customer domains. Both services are free of charge, as additional to other services. DNS services can be set up through the CIS.

Can I have my own DNS configured?
Yes. On your servers, you can run your own DNS, or use our DNS servers for free.

Do you offer firewalls?
We offer lease and configuration of firewalls in various configurations and with different performances. Currently they are the FortiGate firewalls by FortiNet, both in the physical and virtual versions. For a specific question, please contact your sales representative.

Which operating systems do you provide?
On managed servers, we install only the CentOS Linux distribution or Windows 2012R2. On dedicated servers, we install OS according to the customer's needs, among other things we can supply any server operating system from Microsoft.

Do you provide a backup mail server?
Yes, in another network. Domains are added to the backup MX configuration through the Mail Server service in our Client Information System (CIS).

Do you allow sending large volumes of emails (newsletters) from your network?
For more information about this issue, see the "Requirements for Sending Bulk Email" document. You can find it in Documents.

Do you provide IPv6?
Yes, throughout the network. We provide prefixes of length /48 to individual customers. Of these prefixes then /64 to the server.

Do you provide BGP routing?
Yes, please contact our Sales.

Do you arrange PI (Provider Independent) IPv4 range?
Yes, but only for IPv6. It is no longer possible to arrange PI ranges for IPv4, since the RIPE assigns IPs from the last 8 prefix and this assigning is governed by special rules which no longer allow obtaining of PI IPv4 ranges.

Do you provide disk array lease?
Yes, on the iSCSI technology (connection via 10GbE).

Do you provide connectivity without limiting the amount of transferred data?
Yes, we do. We can offer you connectivity with a data limit, without a data limit, or using the 95 percentile billing method.

How does the 95 percentile method work?
This method is based on the principle that samples of the current customer speeds are collected in five minute intervals and at the end of the month, these samples are ranked according to the drawn speed. 5% of the fastest speeds are "deleted", as if forgiven, and the customer pays for the subsequent fastest speed that was drawn. The advantage is that the customer has a high speed, but pays only for what is really drawn.

Can the line be overloaded? Do you use aggregation?
By default, each server has a guaranteed bandwidth according to the contract.

How are you connected to the Internet?
Our backbone network is based on 10GE technology (10 Gbit Ethernet). Connections are formed by either one or more 10GE lines. The current connection capacity to foreign countries is provided by several independent 10GE lines. For transfers within the Malaysia we have 2x10GE connection to the NIX peering centre. For transfers to international we use a separate 10GE port in the Hong Kong peering centre.

What is your policy for data transfer? How does it work?
Data plans are divided into two categories. With unlimited transfer and limited bandwidth to individual geographical locations and data plans with unlimited bandwidth, but counted transferred data to individual geographic locations. Transfer statistics are available in our Client Information System (CIS).

How is your connectivity backed up?
All access points are connected to our network from at least two different directions to ensure high availability. In case of failure of one of the lines, the traffic will be automatically redirected to a backup connection.

How do you measure the volume of transferred data?
For counted data plans, the volume of transferred data is measured trough the Netflow export from our backbone routers. Transfers between servers within our network are not included in the volume of transferred data.

What are the payment and billing options?
The payment options are as follows: bank transfer, standing order, direct debit, credit card or PayPal.

Billing is on a monthly basis with an optional payment period of several months. For semi-annual and longer payment periods you will receive a discount. The invoice is issued in advance and the first invoice is issued on the day of launching the service with regard to the number of operating days in the given month.

What are the setup fees for your services?
Setup fees are individual and depend on how demanding the installation is. Nevertheless, usually there are no setup fees.

Are there any hidden fees which I do not know about?
We are not concealing any fees from our customers. All prices are public and will be stipulated in the contract.

Do you provide discounts for customers, for example for long term contracts?
Yes, such discounts are individual. We also offer a discount for a longer period than the monthly payments (2% for semi-annual, 5% for annual payments).

What if I find out that I need to change my service?
Contact your sales representative, who will discuss the new service and the new terms of payment with you and prepare an amendment to the contract. You will also arrange the date of transferring the existing service to the new service together.

Is it possible to earn money by reselling your services?
Yes, contact one of our affiliate sales representatives for more information.

How long will it take before you launch the ordered service?
It depends on the type of service; it can be a matter of hours for basic services, or even weeks with more complex services (such as Cluster solutions).

What are your Terms and Conditions for the provision of services?
You can find the Terms and Conditions on our website here.

Do you provide any availability guarantee for your services (SLA)?
Yes, SLA is chosen individually according to the type of service and the specific security. In case of cloud hosting, the standard guaranteed availability is 99.99%.

What can I do if I am not satisfied with the service?
Please contact your sales representative or technical support as soon as possible, so that the problem can be resolved. You will find the contact details here.

Which applications can I run on my own or the leased server?
With us you can run anything that is in accordance with the laws of the Malaysia.

How long is the term of the contract?
The term of the contract is individual and depends on the type and volume of services.

It is possible to lease a server for a shorter period than one month, for example?
Unfortunately, it is not possible to provide any of our services for less than one month. However, it is possible to lease the Live Server service where you pay only a small fee for reservation of performance and then pay for the real usage of computing resources. It means that you do not pay for the time when you are not using the server.

What are the fees for use of support?
Support is free. You pay only for technical work or interventions at the level of system administration, and their price depends on how time consuming they are.

Do you also set up the services at weekends?
Apart from exceptional individual cases, we set up services during working hours.

CONTACT

HEADQUARTERS

Address : D-08-GF, Garden Shoppe @ One City,
Jalan USJ 25/1A, 47650 Subang Jaya,
Selangor, Malaysia
General Line : (603) 8081 9015
Fax : (603) 8081 5016
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