FAQ stands for “frequently asked questions” – if you have a problem, before sending us an e-mail please read first these “FAQ” (this page is continuously updated):
Questions and answers
General information
- Which support services does Genotec offer?
You can get support by using our ticketing system or by phone. The standard response time is 24 hours. It’s possible to reduce response times by means of a system management agreement. Please contact us for further information. For all information regarding Server Hosting Support, please consult the corresponding fact sheet. Click here - Is it possible to order diverging hardware configurations?
We have calculated our offers very closely and concluded contracts with suppliers for the delivery of standard systems. For this reason, we cannot effectuate hardware adaptations within the framework of our existing offers. If you’d like a specific configuration, we’re happy to submit an individual offer according to your wishes. - Can I lease/buy third-party software from Software Genotec?
We don’t offer leasing options for software (with the exception of Windows operating systems and Plesk). Specialized software (for example ColdFusion Server, etc.) can be bought from us against reimbursement of the regular licence cost. In this case, we just act as a mediator for the purchase of the software. - How long does it take to set up a Dedicated Server?
After we get your order, we send you a Dedicated Hosting contract which we ask you to sign and return. Once we have received the signed contract, it will take 5 to 7 business days until the server is running. - Is it possible to use operating systems other than those which Genotec offers?
All operating systems listed on the Web site can be installed. If you’re in need of another system, please ask us. We’re happy to examine your request. - Are there limitations on the part of Genotec?
There are no technical limitations of any kind, i.e. you can use the server and the services installed on it without limitations. However, the disposable traffic volume varies as it depends on your service level. One you have reached the monthly free volume, each additional Gigabyte of traffic will be charged additionally. - With Dedicated Hosting, do I get e-mail accounts as is the case with Web-Hosting?
Dedicated Hosting can only in part be considered as a all-in-one solution. It is desgned as a supplementary solution to effectuate certain tasks which can’t be realized with conventional Web hosting or which require the use of dedicated servers (for example high-performance applications). If you want to offer e-mail services yourself, you can open an e-mail hosting account in order to use Genotec’s redundant e-mail services. A Web-based configuration interface (E-Mail Control Center) for the administration of the e-mail accounts is put at your disposal. - Which response times are guaranteed without Managed Services?
Without conclusion of a Managed Services agreement, we provide no guarantee for a minimum response time. Emerging problem are treated during normal business hours according to the FIFO principle (first in, first our). Outside business hours, support can only be guaranteed against compensation of the required time and work. If you deem assured minimum response times necessary, we recommend to conclude a Managed Services agreement.
Technical information
- Which virtualization solution is used in the vServer area?
We use Citrix XenServer as virtualization solution. - How can I administer the server?
You can administer your server via SSH (Linux/Unix) or Remote Desktop (Windows). - Do I really get unlimited acces to the server?
Yes. You get complete administrative access to the server. You can modify all settings, install additional software in case of need and deinstall it, too. - Can I operate a DNS/Web /game server, etc. on the server?
In principle, you can run without limitations all services you need on your Dedicated Server. Please note that, depending on the performance required, not every system makes sense on every server. Of course there are certain rules, for example you may not offer content which could come into conflict with national or international law, offer or use illegally bootleg copies (software, music, etc.) on the server. For the exact provisions, please consult our latest General Tems and Consitions. - Can I use Genotec’s name servers?
Yes. In the Dedicated Control Center you can set up and administer an unlimited number of DNS zones for free. You can also operate your own primary name server and use our DNS servers as secondary name servers. This function is also available via the Control Center. - Is it possible to establish a VPN connection to the vServer?
You can install and configure without problems a VPN server on your vServer. There should be no problems to establish the connection. - Can MOSS or WSS be used with a server hosting?
MOSS (Microsoft Office Sharepoint Server) or WSS (Windows Sharepoint Services) can be installed on a Genotec server. If you use WSS, we recommend to choose at least vServer Pro.
Administration
- Can I install my own administration programs?
Yes, you can install your own administration applications The installation and configuaration of these programs is your sole responsibility. In case of technical problems caused by the use of third-party software, the you should first get in touch with the supplier concerned. - How far does Genotec intervene with the administration of the servers?
We don’t intervene in any way with the administration, the operation or the configuration of a server; this is your sole responsibility. We restrict ourselves to put the server in the basic configuration at your disposal. Under Windows, certain firewall settings are effectuated. On this matter, please take note of the “Read me” on the desktop. At the beginning of the contract, the device is consigned to the customer and the reponsibility for its maintenance, operation, and configuration passes over to him. - Do you also effectuate specific configurations on the server?
On request,we can effectuate certain configuarations or install additional software. However, we have to charge you for this service according to our expenses. - Is the Hosting Control Center included in Dedicated Hosting?
The HCC is reserved to the conventional Web hosting. It is designed for the use in mass hosting and isn’t suited for a Dedicated Server. For the administration of the Dedicated Server, there are corresponding plateform-specific tools at your disposal. You get access to the “Dedicated Control Center” where you can effectuate certain administration taks (for example DNS configuration). - Who is responsible for updating the server?
The customer is responsible for updating the server. However, Genotec can take care of the updates by means of a System Management agreement. - Who does secure the data?
The customer is himself responsible for data backup. In case of need, we sell the appropriate equipment (for example DDS4 tape drives, SCSI controller). This option applies, however, only to the business level. For further information, please consult “Managed Backup”. Click here - How can I secure my vServer?
You have 1 GB of free memory on our NAS backup. You can secure your data by means of a script or a tool. Optionally, you can lease an Acronis licence which allows you to secure your data/your server.
Options/Managed Services
- Is there a firewall at my disposal?
Due to the high cost for a firewall, we cannot provide an individual firewall for every single server. By reason of the different requirements for network security and publicly available services in the field of server hosting, we cannot easily protect the entire network segment with a single firewall. This way a reliable protection wouldn’t be feasible. For the protection of your server, you dispose, in the standard configuration, only of local packet filtering firewalls on the server itself. In addition, it’s possible to lease hardware firewalls (not for vServer). You’ll find further information in «Managed Firewall». Click here - Is it possibile to order additional IP addresses?
Yes, it is possible to lease additional IP addresses. Just contact our support team. - Where can I get Plesk support from?
Genotec AG doesn’t provide any support for Plesk. A support package can be ordered through Genotec AG. If you dispose already of a vServer, you can contact our support department. It can establish an adequate support package for you after you’ve made a request by ticket. - What does a Plesk support package encompass?
The Plesk support package entitles you to make 20 support requests directly to Parallels (manufacturer of Pleask) by e-mail our phone according to the support package. - Where do I get detailled information on Plesk?
You get detailled information on Plesk at www.parallels.com/en/products/plesk/ - Do you offer Managed Services, too?
Yes. We offer different kinds of Managed Services for different needs.It’s possible to modify the Managed Services in order to adapt them to your real needs.
Other questions
If you have further questions, please don’t hesitate to contact us via E-Mail or by phone at +41 848 321 123. Our staff are happy to advise you on all matters.
