Frequently Asked Questions

	About SoftLayer Why should I choose SoftLayer? SoftLayer is your virtual IT supplier including datacenter, bandwidth, networking, security, hardware, software, application, monitoring and management services. The foundation of our service resides in the control, management and flexibility of your IT environment and the ability to adapt and change that environment at any time without service interruption. As your business needs change, your IT strategy must follow. Through unique planning and design; management, control, custom installations, ancillary services, and upgrades/downgrades are easily achieved. SoftLayer brings the virtual IT environment to you. What are your hours of operation? We offer Support 24 hours a day, 7 days a week. Our Sales Department is available from 7am-12am Central Standard Time, Monday-Friday and 8am-10pm Central Standard Time, Saturday and Sunday. Our Accounting Department is available from 9am-5pm Central Standard Time, Monday-Friday. How can I contact SoftLayer? For sales, billing, and customer service, call: 1-866-398-7638. Our fax number is: 1-214-442-0601. For technical support, dial: 1-866-403-7638. May I visit the SoftLayer Datacenter? We do not allow visitors in our Datacenter. However, you have remote, root/administrative access to your server. How long have you been in business? SoftLayer was established in June 2005 by twelve executive managers of The Planet.com. After 6 months of R&D, SoftLayer launched to the public in January 2006. How much hosting experience do you have? Our core team of managers has been together for over ten years. We cut our teeth in dialup ISPs (dallas.net, Oklahoma.net) then created the first virtual hosting company in the world Catalog.com. In 2000, the team moved to The Planet where we grew the company from startup to over 25,000 servers. Why did you start SoftLayer? After ten years and two very successful hosting companies, the SoftLayer team saw an opportunity in the emerging dedicated market along with the need for early market maturation of products and services. Our goal is to add tremendous value and control to the dedicated hosting market and continue to raise the bar on features, technology and quality of service. How many servers do you have in production? SoftLayer currently has over 8000 servers in operation and is growing at 400/500 servers per month.

	Billing & Ordering What methods of payment do you accept? We accept payment via Paypal, Visa, MasterCard or American Express. Do you have discounts for pre-payment? No, the option to pre-pay is not available upon ordering. When will I be billed? Fees for service(s) ordered by the Customer shall begin on the date of the initial order and that date shall serve as the monthly anniversary date for all future billings including one time fees, upgrades, additional services, cancellations and service credits. Fees are due in advance of the monthly service cycle and will be billed on the anniversary date of each month. Upgrades ordered on the billing anniversary date will be billed for a full month service and will continue each month on the anniversary date. Upgrades ordered after the normal anniversary billing date will be pro-rated to the next anniversary date and billed as a one time pro-rata charge. Future charges will appear as full monthly fees added to your existing anniversary billing date. Can I get a monthly paper statement? SoftLayer does not mail monthly invoices or statements; however there will be a statement available for download in PDF format via the support portal monthly. How do I cancel services? Cancellation requests must be submitted via the support portal at least three days before your next billing date to avoid being charged for the following month. How long does it take to setup my account? If the server is ordered with the standard hardware configuration, regardless of whether it is a custom or standard OS load, your support portal account will be setup immediately after placing your order. Most of our servers are delivered within four hours of order confirmation. How do I make changes to my account? All changes can be made via the support portal. Can I upgrade my server at any time? Server upgrades are available for certain components and software. Please contact our Sales Department for specific details. Can I add a server to my configuration at any time and is downtime involved? At any time you may add an additional server to your configuration. In most cases you will not experience any downtime. Will sales tax be added to my monthly price? Sales tax will only apply to Texas residents. Are there any hidden costs? There are no hidden costs. Will I be notified before being billed for a support request? You will be required to approve any additional charges beyond your monthly cost. Is there a money-back guarantee? We do not offer a money-back guarantee, however SoftLayer does not require a long-term contract. All servers are available for a month-to-month commitment.

	Regulations & Guarantees Do you offer any SLA or Uptime Guarantee? Yes, we offer a 99.9% Network Uptime Guarantee. Where can I view your Terms and Conditions? Our Terms and Conditions may be viewed here. Where can I view your Acceptable Use Policy? Our Acceptable Use Policy may be viewed here. May I host adult material? Yes, adult content considered legal in the United States is acceptable. May I host IRC Services? SoftLayer allows the use of private Internet relay chat servers for communication among private parties. SoftLayer absolutely prohibits the use of IRC servers connected to public IRC networks or servers. IRC servers that result in interference of service, malicious network activity or increased demand on network security services are in direct violation of the acceptable use policy. Violation of the IRC policy will result in methods of resolution under the acceptable use policy. May I use Internet peer-to-peer software? SoftLayer allows the use of Internet peer-to-peer software for file sharing purposes. SoftLayer highly recommends strict oversight and management of peer-to-peer software environments due to the propensity to violate copyright law by sharing commercial software or copyright protected material. The sharing of copyright protected software and material is NOT allowed and is in direct violation of federal law and the acceptable use policy. Violation of the Peer-to-Peer policy will result in methods of resolution under the policy. May I use bit torrent protocols? SoftLayer allows the use of bit torrent protocols on the Public Network. SoftLayer highly recommends strict oversight and management of Bit Torrent software environments due to the propensity to violate copyright law by sharing commercial software or copyright protected material. The sharing of copyright protected software and material is NOT allowed and is in direct violation of federal law and the acceptable use policy. Violation of the Bit Torrent policy will result in methods of resolution under the policy. May I use streaming software? You are welcome to use streaming software. It will be your responsibility to keep track of your bandwidth usage. Am I allowed to resell your servers? Yes, the reselling of our servers is permitted. Please note that SoftLayer will not directly support the customers of a reseller; all resellers are required to provide direct support to their customers. May I use your logo on my site? With prior approval from our Marketing Department, you may use the SoftLayer logo. Please email info@softlayer.com for further information. Do you provide services to international customers? Yes, we do offer services to international customers.

	Connectivity Who are your backbone providers? Internap \| Verio \| SAVVIS \| Global Crossing \| AboveNet \| Cogent How much bandwidth is included with my plan? You will receive a monthly allotment of 1000GB, 1500GB or 2000GB inbound and/or outbound traffic depending on which server package you choose. However, all of the traffic on the Private Network (backups to NAS, server-to-server communication, local DNS queries, etc.) will not be counted. The server will have unlimited bandwidth within the datacenter via the Private Network. How is bandwidth measured? We measure bandwidth at the port onto which your server is connected to the Public Network. This means, all traffic to and from the server is counted. When you establish a VPN connection directly to the server using our Private Network, the bandwidth accrued there is not counted. How is extra bandwidth billed? Bandwidth overages are billed at $0.10 per GB. If you exceed twice the amount of bandwidth you are allotted, we will automatically charge you for excess bandwidth used at the time. If you exceed your allotment by less than twice the allowance, the overages will be added to your next monthly invoice. Do you offer unmetered servers? Yes, any server can be upgraded to 10Mbps unmetered for $100 per month, or 100Mbps for an additional $2000 per month. All unmetered servers are on dedicated ports not shared with any other customers. What is your current backbone utilization? Softlayer has multiple GigE connections to Internap, SAVVIS, Verio, AboveNet, Global Crossing and we are running about 20 to 30% utilization. We add additional capacity at 50% utilization. The INFOMART (the building in which our datacenter is located) is a large telecom hotel and has over 35 carriers onsite and is the largest internet hub in the southern United States. Are you going to add more carriers and when? SoftLayer will add more carriers in the future as the company continues to grow and utilize more bandwidth. Carrier selection will be based upon private peering connections in Dallas so we can add value and increase performance of our network. We project to add about 1 GigE per quarter going forward. Do you use Cogent in your network? Our Public Network (internet traffic) utilizes Internap, SAVVIS, Verio, AboveNet, and Global Crossing only. For separate and distinct out-of-band connectivity to the private network, we utilize Cogent. The Private Network utilizing Cogent is only used to manage your server. Where is your datacenter and do you own/operate your own? Yes, SoftLayer owns and operates our own datacenter facilities. The datacenter is located inside the INFOMART in Dallas, Texas.

	Support Are your servers managed or unmanaged? SoftLayer refrains from using the terms managed and unmanaged because they have so many different meanings across the industry. Simply stated: SoftLayer support is best described as your safety net. SoftLayer engineers assist our customers with questions in reference to hardware, software, control panels, bandwidth, networking, datacenter facilities and security products that we deliver. Security updates are automated and we have Microsoft and Red Hat update servers onsite for customer use. Our customer portal and management network are designed to give our customers useful tools and maximum control over the server. All servers include host ping monitoring with automated email and ticket notification. Upgraded monitoring options are available. Remote reboot and console are standard on each server. Our service includes industry leading network, hardware, power, and infrastructure SLA guarantees. Our technicians are onsite 24/7 to assist you via ticket or phone if you run into trouble. We have extensive flash tutorials, searchable knowledgebase, FAQs, private community forums and trouble tickets for issue resolution. Our engineers do not perform routine administrative tasks such as; add/remove users, add/remove domains, manage DNS, rotate log files, install/uninstall third party applications, etc. Customers are responsible for day to day server administration. Our engineers are available for admin assistance at a rate of $3 per ticket if you run into trouble and need assistance in emergency situations, or simply just can't figure out a particular issue. If you are not experienced in server administration, SoftLayer sales can also refer you to server administration companies who are also located within the Softlayer datacenter. What type of Support do you offer? SoftLayer offers 24x7 phone and ticket support. How do I communicate via tickets? SoftLayer's customer management portal serves as the vehicle for service delivery of all technologies. You will communicate Sales, Support, and Accounting Requests via this portal. How many IPs do I get? You will receive 5 usable IPs with your server. What standard Operating Systems (OS) are installed? We will offer the 32- and 64-bit editions of the following Operating Systems: Windows 2003 Server Standard & Enterprise, Red Hat 4.0 and 5.0, CentOS 4.0 and 5.0. Additionally we offer 32-bit versions of the following Operating Systems: Debian 4.0, Fedora Core 5.0 and 6.0, FreeBSD 6.0, Ubuntu 6.06 Learn More about Red Hat ES. Learn More about Windows Server 2003. Learn More about CentOS. Do you have battery backups and generators? What about the physical security of the datacenter? Yes, we have three (3) 2000Kw Diesel Generator with onsite fuel storage, redundant 30-ton HVAC Units, and a Pre-Action Dry Pipe Fire Suppression. Additionally Proximity Security Badge Access is required and we do monitor the datacenter via video surveillance. What kind of security services does SoftLayer offer? SoftLayer offers 3Com's TippingPoint 5000E. This acts as our IPS (Intrusion Prevention System) and our DOS detection and mitigation system. Will my server be backed up regularly? You can purchase a network-attached backup plan from us. SoftLayer does not perform backups of your server. What if my server gets hacked or attacked? If you purchased our Business Continuance Insurance beforehand, we will waive all bandwidth incurred during the attack, and reload the OS free of charge. You will be responsible for these charges if insurance was not purchased prior to the attack. What database options do you offer? We offer MySQL, MS SQL Express, MS SQL for WorkGroups, MS SQL Standard, and MS SQL Enterprise edition. Does my service get a control panel? If so, what control panels do you offer? We offer the following control panel options on any server: Plesk with 30 domains with Power Pack Plesk with 100 domains with Power Pack Plesk with unlimited domains with Power Pack cPanel / WHM w/ Fantastico and RVskin How do I access my server? You can access your server both on the Public and Private Networks via SSH or Remote Desktop. You may upload data to the server using your choice of FTP programs. Do you offer Remote Reboots? Yes, you can reboot your machine through the customer portal. Will I have full, root access? You will have root/administrator access. Can I change my server password? You may change your server password, but keep in mind, if it is not updated in the customer portal, then we will not have a record of it if you lose it. Where can I find the hardware specifications of my server? The hardware specifications will be available to you through the customer portal. What is SSL and do I need it? Do the servers support it? SSL (Secure Sockets Layer) is a method of encryption, needed if the server is either sending or receiving confidential information. SoftLayer's servers will support SSL, and we recommend purchasing your certificate through an outside vendor, such as GeoTrust. Is my server monitored? Our basic server monitoring packages include ping monitoring with notification via email should your server stop responding. Additional monitoring packages are available for those requiring greater levels of notification. Click here to see additional Monitoring packages. Can I manage my own DNS information and records? You are free to run your own DNS server if you choose, however we suggest using SoftLayer's DNS servers. If utilizing SoftLayer's DNS, requests for DNS changes can easily be managed by each customer through a control portal inside our customer portal. Do you keep my server up-to-date with security patches? SoftLayer has Microsoft SUS and Red Hat RHN servers located inside the private network for security updates. Your server will be delivered to update automatically. You can turn this feature on or off if you choose or update manually at any time. Do you provide OS hardening? Our standard server delivery utilizes vendor best practices approach paying special attention to security guidelines. As delivered, your server is "internet ready" and all you will need to do is configure your server and load applications. If you need to lockdown your server for additional security reasons, administrative assistance can be purchased at a rate of $75 per hour. A custom quote is required for OS hardening due to the number of third party applications and the amount of time required to perform research and administrative services. Most OS hardening projects require 2 to 4 hours of administrative time and must be scheduled. Do you provide OS Reloads for free? Automated OS reloads are free and can be performed through the customer portal. Custom OS reloads are available at a $25 charge and must be scheduled. Will you teach me how to use Plesk/cPanel? Your server will be deployed with the OS and control panel installed and ready for production. Both Plesk/cPanel offer a graphical user interface (GUI) and are very easy to use. However, due to the extensive features sets and server control, you should anticipate spending 2 to 8 hours learning the entire user interface if you are a new user. We offer extensive flash tutorials, searchable knowledgebase and FAQs for common questions. What is a Dual Core processor? Why is it better? A Dual Core processor is essentially two processor cores on one chip. A Quad Core processor is essentially four cores on one chip. It is like having a dual or quad processor system in one processor. We stock dual and quad core machines from AMD and Intel. Learn More about AMD Multi Core Processing Learn More about Intel Multi Core Processing

	Technical Information What is the difference between SATA II and SATA I hard drives? SATA II is a newer technology with the following advantages: PERFORMANCE • High interface transfer rates • SATA II - 3.0 Gbps interface • Rotational Vibration Safeguard • Faster system boot-up • 300MB/s burst data rate for faster data access • Optimum performance in multi-drive systems RELIABILITY • ECC and CRC protection • Optional low-power mode • Load/unload ramp • Internal thermal sensor • Data integrity enhanced throughout circuits • Reduces system heat/cooling requirements • Enables industry-leading acoustics • Protects user data when power is removed • Improves data integrity What is RAID (Redundant Array of Independent Disks)? RAID creates a single usable data disk, where several physical disks are combined into an array for better speed and/or fault tolerance. Although there are many different levels of RAID, Softlayer chooses to support the most common raid types: 0, 1, 5, and 10 utilizing either 3Ware 9550SX Raid SATA or an Adaptec SA-SCSI RAID controller for all RAID solutions deployed. • RAID 0 Implements data striping where file blocks are written to multiple drives. RAID 0 does not provide fault tolerance, because failure of one drive will result in data loss. The purpose of Raid 0 is to dramatically increase read/write times over the use of a single disk. The greater the number of disks in the Raid 0 volume, the greater the read/write performance. • RAID 1 Implements data mirroring. Data is duplicated on two or four drives through a hardware raid controller. It provides faster read performance than a single drive and provides drive redundancy in case of drive failure. • RAID 5 Implements data striping at a block level across three or more drives, and distributes parity among the drives. The parity information allows recovery from the failure of any single drive. Raid 5 allows for increased read/write speeds while allowing the most efficient use of disk space. • RAID 10 Creates multiple mirrors, where data is organized as stripes across multiple disks and then the striped disk sets are mirrored. RAID 10 offers the same fault tolerance as RAID 1 with increased read/write speeds over a single Raid 1 volume or single drive. RAID Level 10 require 4 drives to implement. What is Port Speed? Port speed is measured in bits per second. A bit per second (bps) is a way of measuring how fast data is moved from one place to another. For example a 28.8 modem can move 28,800 bits per second. The port speed is measured in megabits per second (Mbps) or gigabits per second (Gbps). This is the maximum amount of data that can pass through the port at a given second. At SoftLayer, you can upgrade your port speed from 10Mbps to 100Mbps or even 1Gbps on both the Public and Private Network connections. What is NAS (Network Attached Storage)? You are allotted a certain amount of space on a backup server, to which you will send important data via File Transfer Protocol (FTP) for storage. It is fully manual, meaning customers will perform their own backups whenever needed. How will I access the Private Network? This will be done via VPN (Virtual Private Network), which is a method of accessing the Private Network in a secure way over public communication lines and networks. We offer the ability to connect via SSL, PPTP, or IPSEC to the SoftLayer Private Network. What is the difference between SoftLayer's Public Network and Private Network? Public Network The Public Network utilizes IP addresses that are routable, or available to anyone with a public IP address (anyone accessing a server across the Internet). The advantage to a Public Network is the ability to pass information freely to anyone who cares to access it. Private Network The Private Network utilizes IP addresses that are non-routable, or not accessible to people using publicly-routable IP addresses unless accessed through a VPN. The advantage to a Private Network is no one without access to it, either by being physically connected or by being connected via a VPN, can access the nodes on that network. An advantage that SoftLayer has over its competitors is the fact that every server has a public connection, and a private connection. Any information that the customer wishes to restrict between two or more servers can easily be done over the Private Network without having to move servers and interconnect the two. What is a VLAN (Virtual Local Area Network)? A VLAN is a logical grouping of two or more servers which are not necessarily on the same physical network segment but which share the same IP network subnet. The advantage to passing traffic across a VLAN versus a LAN is that information on one VLAN can only be seen on that VLAN, and not by every server on the entire LAN. This is especially beneficial when you have many different nodes on a network sharing information with each other, and not every server is owned by the same customer as is the case with SoftLayer. It allows us to provide our customers with more secure inter-server communication. What is DNS (Domain Name System)? A domain name is an easy-to-remember address that can be translated by DNS into server's IP address. DNS is the Internet service that maps Internet domains into corresponding IP addresses. DNS database is distributed and replicated among many DNS servers, so when you change your domain's IP address, the changes take a while to propagate.