CyberWurx Customer Wiki - New pages [en]

Cyber Wurx Customer Storage

2013-09-23T16:35:23Z

Summary:

=Options=
CyberWurx offers a Storage Area for our customers.

This storage area has three separate Tiers:

*'''Tier 1''' - Per Package Storage - $10-$25 per box*
*'''Tier 2''' - Standard Box Storage - $15-$20 per box**.
*'''Tier 3''' - Shelving Storage - $100 - 180/Month

Each of these Tiers has various qualities that, depending on your needs, may fit your storage needs best at CyberWurx.

 *Cost is dependent on size of box.

 **Cost is dependent on size and type of shipped materials

==How it Works!==

After you send us a package, your materials will go to the area we refer to as Shipping In. Shipping in is a catch-all for all of our customers who send us materials, so that package contents are easily and quickly available for use. '''All packages are left in Shipping In for two (2) weeks'''. The shipment contents are left in the box, which is labeled with your username, the box description, and the date received.

After two weeks has passed, there are three different paths your package may take, depending on what sort of Storage Plan you have purchased from us.

Tier 1 or '''Default Storage''' customers will simply have their box moved to our Storage Area, where it will be kept until the contents are used. At this point, you can be billed for storage of your package, and you will receive a letter informing you of this. Until the contents of the package are used, you will be billed monthly for the storage of that item.

Tier 2 or '''Boxed Storage''' will see your package unpacked, if within our size restrictions, and the contents placed in your designated storage container. No additional fees are leveraged for any items that go into the box, which is billed for on a monthly basis. Oversized boxes will be kept packaged, stored and billed separately from your standard receptacle(s). You will be notified if your box is oversized and billed separately from your pre-purchased storage, at a discounted rate.

Tier 3 or '''Shelf Storage''' will see your package unpacked, if within our size restrictions, and the contents place in the appropriate receptacle in your designated storage area. No additional fees are leveraged for any items that go into that area, which is billed for on a monthly basis. Oversized boxes will be kept packaged, stored and billed separately from your standard receptacle(s). You will be notified if your box is oversized and billed separately from your pre-purchased storage, at a discounted rate. Some examples of oversized items would be servers, rails, switches, PDUs, etc.

==Storage Plans==

===Tier 1 Storage===
This is our default storage option, which any customer with items in our datacenter will be subject to. This standard procedure will bill per shipped box that is sent to us. Items are not unpacked, and are held for you until you are ready to use the contents. After the two week grace period for new items shipped in, you will be charged a monthly fee per box, which will be assessed by the size category it fits in. The '''minimum cost of this storage is $15/box, but would not exceed $25/box''' except in extreme situations.

===Tier 2 Storage===
Our second option will allow you to lease your own assigned storage box, with the dimensions of '''10”x12”x15”'''. These storage boxes are available for '''$15/month'''. After a two week wait period, we will go ahead and move the contents of any package still in our Shipping In area to that box, if the contents fit. Packages that contain larger materials will be charged individually, but would not exceed $20/box except in extreme situations.

===Tier 3 Storage===
Our third option will allow you to purchase an area of shelving on which you can store your hardware and other items. Boxes for items will be provided. This will allow you some further flexibility in the types of items stored in this area, although server-sized boxes and larger will still be stored at a per-box rate, as well as any overflow that does not fix in the space provided.
Half Shelves are an average of '''20 cubic feet''' of storage space. This option is '''$100/month'''.
Full shelves are an average of '''40 cubic feet''' of storage space, and are charged at '''$180/month'''.

=Frequently Asked Questions=

*'''What happens if I use more space than I have purchased?'''

We have designed our storage system to be forgiving and our storage area to be as flexible as possible. If we move your package from the Shipping In area and we find that you do not have space in your Standard Box or Shelving Area, we will create a new storage Box for you and send you an e-mail to advise you of your options. There is a two week grace period between the time we move your package from our Shipping In area to the Storage Area; additionally, we give a second two week grace for materials that do not fit into your assigned area. This should allow you time to make decisions in regard to the materials you keep with us.

*'''Why will you not store my new unracked servers on my shelf?'''

There are several reasons why we cannot feasibly store large amounts of unracked servers in our storage area. First, we would hope that the majority of the servers sent to the datacenter are done so with the intention of putting them into production. Second, a large amount of large, heavy machinery could possibly over weigh our shelves, industrial grade as they might be; they are also difficult to store efficiently in the space provided, and to be moved around by our technicians more than necessary. We hope you find this reasonable as it is the best solution to efficient storage we have come to.

[[Category:Storage]]

Large Shipment Policy

2013-07-16T15:59:29Z

Summary: /* Requirements for Large Shipments */

Due to an increase in large scale shipments from our customers, Cyber Wurx has determined it to be in the best interests of both our staff and our clients that we author a separate receiving policy into place for large shipments of equipment. This policy's intention is to reduce risk to client hardware during receiving, as well as secure liability due to damages.

Large Shipments, for the purposes of this new policy, are any shipments that are large enough to require pallets, or are unable to be delivered to our suite by the standard carriers from the following list: UPS, USPS, FedEx, DHL.

What follows are requirements and logistics for Large Shipment receiving:

==Requirements for Large Shipments==

===Advanced Notice===
Incoming large shipments need to be scheduled at least 3 days in advance, and during normal business hours.

Failure to receive 3 days advanced notice for large shipments will result in these shipments being rejected upon arrival.

The enforcement of this is to ensure that insurance requirements and logistics are given ample time to be sorted out.

===Inside Delivery===
Large Shipments '''must''' be delivered using "Inside Delivery" options.

Cyber Wurx Staff are not permitted to assist in the receiving of equipment outside of our suite for liability reasons.

=== Building Insurance Requirements ===
Shipping and moving companies used must have updated Certificates of Insurance with the building, as outlined [[55 Marietta Building Policies#Insurance Requirements | here]] before they will be allowed inside.

==Logistics for Large Shipments==

Shipments past a certain scope, as determined by the Building Manager upon review of the shipment, will need to be staged temporarily on the 4th floor by the shipper, instead of being directly delivered to our suite.

These shipments will then need to be brought up to our suite before 8am or after 5pm during the week, or any time during the weekend by a moving company, or other representatives of the customer.

===Recommended Mover Contact===
In the event that a customer has a large shipment requiring after-hours delivery to our suite (as outlined above), Cyber Wurx has used this company in the past without issues.
<pre>
Carl J.C. Yaun
Commercial Division Manager
404.557.4088
carl@bulldogmovers.net
</pre>

55 Marietta Building Policies

2013-07-16T15:51:28Z

Summary: New page: ==Introduction== The following rules pertain to all work being performed in the building for tenants, the Owner, and the Building Manager. This includes work being performed by any contrac...

==Introduction==
The following rules pertain to all work being performed in the building for tenants, the Owner, and the Building Manager. This includes work being performed by any contractor, vendor, tenant and any of their sub-contractors and it includes, but is not limited to, tenant improvement and maintenance work, and the delivery or movement of furniture, equipment and supplies in the building.

ANYONE WHO DOES NOT ADHERE TO THE FOLLOWING RULES WILL NOT BE ALLOWED TO ENTER THE PREMISES OR WILL BE REQUIRED TO DISCONTINUE THE WORK OR MOVE.

==General Policy and Procedures==
1. Only the freight elevator in the building will be used for the movement of materials, supplies, equipment and furniture unless prior approval to use additional elevators has been granted by the Building Manager.

2. Move-ins or deliveries of large quantities of furniture, equipment, or supplies that will disturb tenants or disrupt their daily routine will be accomplished between 6:00 p.m. and 7:00 a.m. on weekdays, or on holidays and weekends with prior consent of the Building Manager.

3. Any work that will disturb or disrupt other tenant’s daily routine will be accomplished between 6:00 p.m. and 7:00 a.m. on weekdays, or on holidays and weekends with prior consent of the Building Manager.

4. Arrangements must be made with the Building Manager for use of the elevator for each move or delivery with a firm arrival time. Access to mechanical areas in the building (i.e. electrical, phone risers), must be scheduled in advance with the Building Manager.

5. Access to parts of the building, other than the predetermined work area or moving route, are not permitted.

6. OSHA rules are to be strictly adhered to at all times.

7. All personnel of outside contractors and vendors must sign in and out each day.

8. Smoking is prohibited in all areas of the building as well as outside the building entries. Building security will advise of the acceptable location outside the building for smoking.

9. Any damage to the building or fixtures must be promptly reported to the Building Manager and repaired by or paid for by the contractor, vendor, tenant or any of their sub-contractors. If damage is not repaired satisfactorily in a reasonable time, the Building Manager will make the repair and invoice the tenant and /or the company that caused the damage along with an administrative charge equal to the greater of 10% of the damage, or $500. Each tenant will assume ultimate responsibility for any and all damage done by their contractors, vendors or sub-contractors.

==Insurance Requirements==
1. Each contractor, vendor, tenant and any of their sub-contractors working in this building or moving supplies, furniture and/or equipment shall secure and present to the Building Manager a certificate of insurance ( COI ) at least 24 hours before the work or move is scheduled to take place.

2. The certificate of insurance must include the following coverage:

a.) Workers Compensation in statutory limits for the State of Georgia with employers’ liability limit of $ 100,000.

b.) Bodily injury, personal injury and property damage liability insurance in commercial general liability form in limits no less than $1,000,000.00 for any one occurrence.

1.) The Commercial General Liability insurance policy shall include hazards of premises, operation, elevators, products and completed operations; and include personal injury coverage and contractual liability coverage designating the assumptions of liability including mold coverage under performance of the construction or activity.

2.) The policy must indemnify and save Owner, Landlord and Building Manager harmless from and against all claims, demands, and causes of action of every kind in character arising in favor of contractor’s, vendor’s or moving company’s employees, Landlord’s and Building Manager’s employees or other third parties as a result of bodily injury, personal injury, death or damage to property in any way resulting from willful or negligent acts or omissions of the moving company or contractor, its agents, employees, representatives, or subcontractors.

c.) Commercial Automobile Liability coverage all owned, non-owned and hired vehicles combined with a combined single limit of not less than $1,000,000 per occurrence.

d.) Excess Liability (Umbrella) coverage of not less than $ 2,000,000 per occurrence.

3. The Landlord and Building Manager reserve all rights of subrogation against contractor, vendor, tenant and any of their subcontractors.

4. Contractors, vendors, tenants and any of their subcontractors shall be responsible for all damages and losses sustained by them to their tools and their equipment utilized in the performance of all work.

5. Contractors, vendors, tenants and any of their sub-contractors shall furnish Landlord and Building Manager a Certificate of Insurance for all coverage listed above prior to commencement of operations. The following must be the Certificate Holder and also be named as additional insured on the Certificate:
Bank Building Limited Partnership
WESTPLAN INVESTORS, INC.
Westplan Investors Retail Management
55 Marietta St. Suite 900
Atlanta, GA 30303

6. The certificate shall state that 30 days written notice shall be provided to Landlord and Building Manager in the event of cancellation. Further, coverage shall be placed with a carrier rated A-VI or better by AM Best.

==Construction Requirements==
1. Preliminary construction plans must be submitted to the Landlord and Building Manager for review and approval.

2. After preliminary plans have been approved, a full set of construction documents, which include mechanical, plumbing and electrical drawings, stamped by all required local government authorities, must be submitted to the Landlord and Building Manager for approval.

3. Landlord and Building Manager must receive a copy of the building permit, and the permit and notice of issuance of building permit sign must be posted at the premises.

4. Each contractor and sub-contractor must be approved by the Landlord and Building Manager. The contractor’s certificate of insurance containing the above mentioned coverage must be on file and remain current with the Building Manager.

5. A daily construction work schedule must be filed with the Building Manager. Building security will be informed of this schedule. Security will not allow unauthorized personnel to work in the building or work to be done at unauthorized times.

6. Any work that causes a disturbance to others in the building must be scheduled after normal operating hours with the approval of the Building Manager.

7. While contractors or vendors are performing work in the building a supervisor from the approved contracting company or vendor must be present.

8. The Building Manager is to be notified before and after work is performed on any life-safety system. At no time is a life-safety system to be left inoperable overnight or without a safety watch in place.

9. A building operator must be onsite while contractors, vendors or tenants are working after hours.

10. The final Certificate of Occupancy, issued by the City of Atlanta, must be furnished to the Building Manager prior to tenant occupying the Premises for business.

==Moving and Delivery Requirements==
1. Clean masonite sections will be used as runners on all finished areas where heavy furniture or equipment is being moved with wheel or skid-type dollies. Clean plywood sections will also be required when moving over “sensitive floors” (i.e. stone or tile floors). The masonite must be at least ¼” thick, 4’ x 8’ sheets in elevator lobbies and corridors and 32” sheets through the doors in tenant spaces.

2. The Building Manager and the moving company or contractor’s personnel will inspect all walls, door facings, elevator cabs and other areas along the route to be followed during the move or in the work area. The mover or contractor must provide and install protective coverings on all walls, door facings, elevator cabs and other area along the route to be followed during the move or in the work area. It is the responsibility of the mover or contractor to note any and all existing damage or defects to his path for the move or in the work area. After the completion of the move or work, the moving company or contractor will be held responsible for repair of damages or defects not already noted.

3. All employees of a moving company must be uniformed at all times.

==Asbestos Containing Material (ACM)==
1. Asbestos containing materials (ACM) are present in the building located at 55 Marietta Street.

2. The presence of ACM does not necessarily mean that a hazard exists. However, a hazard may be created when ACM is disturbed and asbestos fibers become airborne. The best way to maintain a safe environment is to avoid the disturbance of ACM.

3. It is possible that ACM may be encountered while working at 55 Marietta Street. A summary of all known locations of ACM is kept in the office of the ACM Operations and Maintenance (O&M) Coordinator whose name and phone number are at the bottom of this section. The summary may or may not be all inclusive; therefore, workers must exercise caution and be watchful for materials that may contain asbestos. Avoid disturbing ACM or suspected ACM as you carry out your work.

4. All work requiring the disturbance of ACM must be coordinated through the ACM O&M Coordinator to insure that the work is performed by a licensed asbestos abatement contractor, proper identifications are submitted, proper safety precautions are followed, and required air monitoring is performed.

5. If you have any questions regarding this notice, or desire additional information on asbestos at 55 Marietta Street, please call the following ACM O&M Coordinator:
Mr. Bill Finn
Westplan Investors Inc.
55 Marietta Street
Suite 900
Atlanta, GA 30303

Migrating Cpanel account data after drive failure

2012-04-20T14:13:08Z

Summary:

The following guide was taken from Cpanel support forums and explains the steps necessary to migrate account data and information from one drive to another. This information can be useful any time you need to migrate Cpanel account information from one drive or installation of Cpanel to another.

Manually moving Cpanel

These commands will allow you to manually migrate all customer data and configs from an old primary drive installed as a slave

* source drive should be mounted to /mnt/oldprimary
* run chkrootkit to make sure you don't copy back infected files.. chkrootkit -- locally checks for signs of a rootkit

now we can start copying back data from the old drive
<pre>
# rsync -vrplogDtH /mnt/oldprimary/usr/local/apache/conf /usr/local/apache
# rsync -vrplogDtH /mnt/oldprimary/var/named /var
# rsync -vrplogDtH /mnt/oldprimary/home/* /home
# rsync -vrplogDtH /mnt/oldprimary/usr/local/cpanel /usr/local
# rsync -vrplogDtH /mnt/oldprimary/var/lib/mysql /var/lib
# rsync -vrplogDtH /mnt/oldprimary/var/cpanel /var
# rsync -vrplogDtH /mnt/oldprimary/usr/share/ssl /usr/share
# rsync -vrplogDtH /mnt/oldprimary/var/ssl /var
# rsync -vrplogDtH /mnt/oldprimary/usr/local/cpanel/3rdparty/mailman /usr/local/cpanel/3rdparty
# rsync -vrplogDtH /mnt/oldprimary/var/log/bandwidth /var/log
# rsync -vrplogDtH /mnt/oldprimary/usr/local/frontpage /usr/local
# rsync -vrplogDtH /mnt/oldprimary/var/spool/cron /var/spool
# rsync -vrplogDtH /mnt/oldprimary/root/.my.cnf /root
# rsync -vrplogDtH /mnt/oldprimary/etc/httpd/conf/httpd.conf /etc/httpd/conf
# rsync -vrplogDtH /mnt/oldprimary/etc/sysconfig/network /etc/sysconfig
</pre>
then change to the old etc, and execute all on one line ...
<pre>
# cd /mnt/oldprimary/etc
# rsync -vrplogDtH secondarymx domainalias valiases vfilters exim* proftpd* pure-ftpd* passwd* group* *domain* *named* wwwacct.conf cpupdate.conf quota.conf shadow* *rndc* ips* ipaddrpool* ssl hosts /etc
</pre>
Update cpanel afterwards
/scripts/upcp
/scripts/updatenow
/scripts/sysup
/scripts/fixeverything

original source for this information is found here: http://forums.cpanel.net/f49/help-moving-cpanel-accounts-damaged-disk-163734.html

[[Category:Control Panel]]

Welcome Colo

2012-02-15T15:47:30Z

Summary:

This article is meant to be a helper article and used in conjunction with [[Welcome]]. The sections in this article should be treated as individual and isolated. They are meant to clarify and expand upon information presented in the [[Welcome]] article relating to our Colocation clients.

=Accessing the data center=

The data center is staffed 24 hours a day. To access the data center follow these steps:

1) Open up a service request at https://customer.cyberwurx.com and let us know when to expect you.

2) Enter the building at the front door (back door entry is prohibited unless previous arrangements have been made).

3) Sign in with security and have them notify us of your arrival.

4) We will come to the front desk and escort you to the data center.

=Rack Information=

==Dedicated Colocation Customers==
Dedicated colocation customers are free to secure their servers in whatever manner they see fit. However, ''please ensure that all systems ARE securely mounted within the rackspace.'' Good cable management is encouraged, as it not only allows us to more efficiently access your systems when you require remote support but also ensures better cooling and air circulation within the cabinet.

We have several different types of cabinets. If you have purchased a cabinet, please e-mail support@cyberwurx.com and confirm with them as to the types of rails that are compatible with the cabinet you have purchased.

==Shared Colocation Customers==
Shared Colocation Customers are free to rack their systems in whatever manner they see fit. However, any racking method that makes the surrounding u-space unusable will result in the account being charged as if it were utilizing that additional u-space.

Shared Colocation racks are 4 post threaded racks, so please be sure any mounting equipment you intend to utilize is compatible with this rack type.

Shared Colocation Customers are expected to supply their own mounting equipment.

If, for some reason, a shared colo customer does not (or is not able to) bring the proper equipment to rack their own systems, Cyber Wurx can rent rudimentary shelves until the customer can implement a better mounting solution. However, these shelves require roughly 3u of space to mount. As stated previously, this will apply towards additional space required for mounting equipment. (if a 1u shared colocation customer requires shelves, he will be charged for the additional 2u).

Shelf rental is intended as a last and temporary solution, and will be priced as such.

Shared Colocation Customers cannot leave their servers in the rack unsecured, as this causes a danger and liability to not only their systems, but those of the systems around them.

=Power=

==Dedicated Colocation Customers==
Dedicated Colocation Customers, or those who have purchased an entire cabinet or rack (40u) from us, are expected to provide their own power strip to power their cabinet or rack.

The power strips you provide will need to have L520-P plugs if you purchased a 20amp circuit, or L530-P plugs if you purchased a 30amp circuit.

As a last resort, we will rent powerstrips of the appropriate type. However, this service is meant as a last resort and as such will be fairly costly. If you need to go this route temporarily, e-mail sales@cyberwurx.com.

If you have questions about the power requirements for your cabinet or rack, please do not hesitate to send an e-mail to support@cyberwurx.com.

==Shared Colocation Customers==
Shared Colocation customers, or customers who have not purchased an entire cabinet or rack from us, are allotted one outlet on a power strip we provide.

If you are going to require more than one outlet (ie: if you have multiple servers, which is common) it is required that you provide your own power strip to connect to your allotted outlet.

The outlets on the power strips that we provide are simply traditional power plugs (ie: the kind you would find around your house).

If your installation utilizes more than one outlet on the RPC we have provided, you will be charged for each additional outlet used beyond the first.

As a last resort, we will rent powerstrips of the appropriate type. However, this service is meant as a last resort and as such will be fairly costly. If you need to go this route temporarily, e-mail sales@cyberwurx.com.

If you are still uncertain about the requirements for your space, please e-mail support@cyberwurx.com and ask about power needs.

=Misc=

To ensure that you receive important email, invoices and announcements from Cyber Wurx to your inbox, (not bulk or junk folders), please add billing@cyberwurx.com, support@cyberwurx.com, and administration@cyberwurx.com to your address book.

We encourage you to review the TOS from every so often to be apprised of any changes in our policies and procedures. The TOS can be found at: http://www.cyberwurx.com/tos.html

For upgrades, pricing, and account options please visit: http://www.cyberwurx.com/hosting.html

Colocation Welcome Letter

2012-02-14T19:02:27Z

Summary: /* Support/Consulting Fees */

[[Image:banner-login.jpg |center]]

<big>''Thanks for hosting with Cyber Wurx!''</big>

What follows is a lovingly-prepared explanation of '''''everything you need to know''''' as a Cyber Wurx hosting customer. This includes information from how to contact our support department, to how we bill your account at the end of the month. We know there's a lot to read, but we've tried to make it as painless as possible. This stuff is important, so bear with us.

If anything is unclear, our [[#Contacting Support| Support Department]] is always happy to clear things up.

<big>'''Colocation Clients:''' please read the [[#Colocation Information | Colocation Information]] sections towards the end, as this contains vital information about your setup with us.</big>

=Using the Customer Center=

You can access the Customer Center at https://customer.cyberwurx.com

'''Log in using your username and password from the e-mail you received after signing up with us.'''

[[#Password Retrieval | Forgot your Customer Center password?]]

Our '''Customer Center''' is the main portal for all of our Cyber Wurx services support requests. From here, you can:
*Submit support requests
*View status of past and current requests
*Access traffic statistics
*Manage your account
*Request services and upgrades
*Pay your bill

===Why use the Customer Center?===
Service and support requests submitted using the proper forms in the Customer Center are expedited. Typically, service orders are completed within 1-24 hours, whereas e-mail requests can take up to 1-3 days.

==Traffic Data==
Bandwidth usage graphs are now viewable directly from within the Customer Center for all customers.
====Managed Account Web Stats Panel (CWStats)====
Our '''Managed Account''' customers can access detailed traffic statistics through our custom CWStats panel.
::This panel can be viewed either from the Customer Center or [http://cwstats.cyberwurx.com/ directly from the web.]
:::If you are accessing it directly from the web, please remember to use your username and password that you chose in your signup.

::* Web Stats update every morning at 12:00am EST.
::* Website statistics allow you to view your bandwidth history and up to the minute referrers via your control panel.
::* We are still adding and making changes to this control panel, so if you have any suggestions please let us know!

====Dedicated, VPS, and Colocation Accounts (MRTG Stats)====
Dedicated and VPS account customers can view their traffic data in the Customer Center, or [http://cwmeter.cyberwurx.com directly from the web.]

These accounts are billed on the amount of bandwidth used according to MRTG stats, which account for all traffic. Web stats do not show other forms of traffic and will not match up to your billed traffic.

Make sure to watch your MRTG stats for overages!

==Password Retrieval==
: Forget your password? No sweat!
: Go to https://customer.cyberwurx.com and use the "''Click here to retrieve your customer center password''" link near the bottom of the page.

:: This will prompt you for two things:
::: Cyber Wurx Account Name
::: Billing Zip Code

: After entering this information, your current Customer Center password will be e-mailed to the e-mail address we have on-file.

=Support=
: The types of support that are included with your account vary widely depending on what type of account you have with us.
:: '''Managed Accounts'''
::: Free upgrades of system software (Apache, PHP, MySQL, etc)
::: 24/7/365 monitoring
:::: - Service Uptime (Apache, MySQL, etc)
:::: - System Health (CPU, Memory Usage, Disk Usage)
:::: - Security and Intrusion Detection

:: '''Self-Managed Accounts'''
::: Able to reboot servers real-time via Customer Center interface
::: Free hardware replacement and basic OS reload in the event of hardware failure.
:::: Note: Customer is still responsible for syncing data from backups

:: '''Colocation Accounts'''
::: Physical reboot requests
::: System console checks

:Support outside the realm that is described above is available, but may be subject to [[#Support/Consulting Fees | additional fees]].
==Contacting Support==
There are three ways to contact our Support Department:

* Submit a ticket through [[#Using the Customer Center |the Customer Center]].
: Submitting a ticket is the '''quickest and most reliable''' way to get in touch with us for general support requests.
* Send an e-mail to '''support@cyberwurx.com'''
: We are only authorized to provide e-mail support requests from addresses on your '''Authorized Contacts''' list.
::: Your '''Authorized Contacts''' list can be managed in the Customer Center.
* If you are unable to e-mail or submit a ticket and your request is an emergency, you can call us at 404-681-9888 ext 255
: Please be aware that this phone number is '''for emergencies only.'''

[[#Password Retrieval | Forgot your Customer Center password?]]

==Support/Consulting Fees==
: Support or consulting outside the scope of [[#Support | what is included in your account type]] is available, but will incur our standard $75/hour ($1.25/minute) Billable Time labor fee.

: If any request you submit would incur this type of fee, our support department will confirm that you are aware of these associated fees before proceeding.

==Account Administration==

===Updating Personal, Contact, and Payment Information===
It is very important to keep all personal and contact information up-to-date and accurate. By doing so it assures that our records are current, complete and accurate.
Please be sure to keep the following information up to date:
*Change of e-mail address
*Change of payment method
*Change of address
*Change of phone number
*Change of ownership of the account
*Change of credit card information

If you need to update any of this information, please log into our [[#Using the Customer Center | Customer Center]] and make the necessary changes.

===Account Cancellation===
Phone and e-mail requests are '''not''' an acceptable method of cancellation for security and validation purposes.

To ensure that your account is no longer billed and properly removed from our web servers, '''you must use the following form:'''

https://customer.cyberwurx.com/?z=html_cancel_account

If you have lost your password, please refer to the section on [[#Password Retrieval| Password Retrieval]]

=Billing and Payment=

==How to Contact Billing Department==
Due the volume of billing related requests as well as authentication purposes, all billing related questions or updates must be done via the [[#Using the Customer Center| Customer Center]] or email.

: Contact our Billing Department at:
:: '''https://customer.cyberwurx.com/?z=html_billing_order
::: Billing orders received through the Customer Center are expedited.
:: '''billing@cyberwurx.com'''
::: Please be aware that E-mail requests can take up to 1-3 days. If at all possible, use the Customer Center instead.

As always, if you have misplaced your Customer Center password, please check out the [[#Password Retrieval | password retrieval]] function in the Customer Center.

==How Billing Works==
All hosting accounts are based on a month to month prepay basis.

Our billing cycle runs from the 1st of the month to the last day of the month.

Your first invoice will be pro-rated from the signup date. Future invoices are typically emailed on the 15th of each month and due on the 1st of the month.

Monthly invoices can be viewed and printed from https://customer.cyberwurx.com/?z=html_view_invoices

==Paypal Payments==
Paypal - http://www.paypal.com

Paypal ID: - billing@cyberwurx.com

A 2.9% handling fee + .30 cents will be applied to Paypal payments and carried over to your next invoice.
An additional 1% cross border fee will be charged for payments outside of the United States.

We do not offer Paypal subscriptions since the amount due is subject to change each month. We do however email invoices approximately 2 weeks in advance of the actual due date to allow you ample time to remit payment via Paypal.

=We Tried to Warn You (Best Practices)=
Below, we've outlined a few simple proactive solutions that can save you quite a bit of headache down the road:

* Please whitelist/add to addressbook the following addresses to avoid missing important correspondence from us:
:: support@cyberwurx.com
:: billing@cyberwurx.com
:: abuse@cyberwurx.com
:: sales@cyberwurx.com
:: administration@cyberwurx.com
* Take care when handling sensitive information such as IP addresses, passwords, etc
* Unmanaged and Colocation Customers - Please be proactive in keeping up with security exploits and bug fixes using the appropriate package management system provided with your OS.

=Terms of Service=
Please take a moment to review our [http://www.cyberwurx.com/tos.html Terms of Service]

=Managed Accounts-Getting Started=
=== Moving Registered Domains to Cyber Wurx's Nameservers ===
If you already have registered domains, you will need to change the nameservers to our DNS, info is below:

NS1.CYBERWURX.COM 66.154.0.2
NS2.CYBERWURX.COM 66.154.75.200

In the interim, please use the IP address of the domains for FTP transfers and checking over your new websites.

===Uploading===
Simply put your domain or the IP address we assigned to your domain in your FTP client's hostname field. Please note that if your domain has only recently been pointed to our name servers, it may be up to 48 hours before it begins resolving properly worldwide. So for new accounts, it is generally best to use the IP address.

When using FTP, you will log in to your root directory. All HTML and CGI scripts will need to be placed in the directory named after your domain. If you don't place your files in that folder they will not work. Nothing should be located in your root directory, except for security reasons, such as .htpasswd files.

=Colocation Information=
Below is a listing of information provided for our colocation clients including rack information, racking guidelines, equipment needed, etc. This information should be read before installation. Information not tagged as shared or dedicated should be read and applies to both.

We do have differing guidelines for shared colocation and dedicated colocation customers, so please read these thoroughly.
==Accessing the Datacenter==
The data center is staffed and accessible to all of our colocation clients 24/7/365. We do, however, request that you provide us with 24 hours advance notice prior to facility access.

====Facility Access Requests====
To access the data center follow these steps:

* submit a ''Facility Access Request'' from the [http://customer.cyberwurx.com Customer Center]
::This will let us know when to expect you, as well as any other pertinent information such as 'need cart,' etc.
* Please enter the building at the front door (back door entry is prohibited unless previous arrangements have been made).
:: for information about parking, please see the [[Parking]] article. It lists the local parking lots, rates, etc.
* Sign in with security and have them notify us of your arrival.
:: Once you've signed in, security will notify us of your arrival and we will escort you into the facility.
==== Persons Who Are Authorized to Access the Datacenter ====
Only individuals listed as 'Authorized Contacts' in the Customer Center will be authorized to access your equipment in our facility.

If you need an individual who is not on this list to access your equipment, you '''MUST''' submit a [[Welcome#Facility_Access_Requests | Facility Access Request]] with their information so we know they are authorized.

Individuals requesting access to the space without either a Facility Access Request or 'Authorized Contact' status / Account Owner status '''will be turned away''' for security reasons.

==Rack Information==

===Dedicated Colocation Clients===
Dedicated colocation customers (those who have purchased an entire cabinet or rack from us) are free to secure their servers in whatever manner they see fit. However, please ensure that all systems ARE securely attached in the rackspace.

Good cable management is encouraged, as it not only allows us to more efficiently access your systems when you require remote support but also ensures better cooling and air circulation within the cabinet, as well as maintaining a clean and professional look to the datacenter.

We have several different types of cabinets. If you have purchased a cabinet, please e-mail support@cyberwurx.com and confirm with them as to the types of rails that are compatible with the cabinet you have purchased.

===Shared Colocation Clients===
Shared Colocation Accounts are allocated the following for network and power:
* 1 x Netdrop
* 1 x RPC Port

You are free to rack your systems in whatever manner you see fit.
::'''Any racking method that makes the surrounding u-space unusable will result in you being charged as if it were utilizing that additional u-space.'''

Our rackspace uses '''4 post unthreaded cabinets,''' so please be sure any mounting equipment you intend to utilize is compatible with this rack type.
::''If you are unsure, please don't hesitate to e-mail support@cyberwurx.com.''
You are expected to supply their own mounting equipment, with the exception of cage nuts, which will be provided.
::If, for some reason, you do not (or are not able to) bring the proper equipment to rack your systems, Cyber Wurx can rent rudimentary shelves until you can implement a better mounting solution. However, these shelves require roughly 3u of space to mount. As stated previously, this will apply towards additional space required for mounting equipment. (if a 1u shared colocation customer requires shelves, he will be charged for the additional 2u).
:::Shelf rental is intended as a last and temporary solution, and will be priced as such.

You '''cannot leave servers in the rack unsecured,''' as this causes a danger and liability to not only your systems, but those of the systems around you.

==Power==
===Dedicated Colocation Clients===
Dedicated Colocation Customers, or those who have purchased an entire cabinet or rack (40u) from us, are expected to provide their own PDU to power their cabinet or rack. Furthermore, the PDU you provide will need to have L520-P plugs if you purchased a 20amp circuit, or L530-P plugs if you purchased a 30amp circuit.

As a last resort, we may be able to rent a PDU of the appropriate type. However, this service is meant as a last resort and as such will be fairly costly. If you need to go this route temporarily, e-mail sales@cyberwurx.com.

If you have questions about the power requirements for your cabinet or rack, please do not hesitate to send an e-mail to support@cyberwurx.com.

===Shared Colocation Clients===
Shared Colocation customers, or customers who have not purchased an entire cabinet or rack from us, are alloted a single outlet on a PDU that we will install and provide in the cabinet. Please keep in mind the following:

::* If you are going to require more than one outlet (ie: if you have multiple servers, which is common) it is required that you provide your own power strip to connect to your allotted outlet.
::* The outlets on the PDUs we provide are simply traditional power plugs (ie: the kind you would find around your house). Please make sure your power cords or power strips are compatible.
::* If your installation utilizes more than one outlet on the PDU we have provided, you will be charged for each additional outlet used beyond the first.

As a last resort, we will rent powerstrips of the appropriate type. However, this service is meant as a last resort and as such will be fairly costly. If you need to go this route temporarily, e-mail sales@cyberwurx.com.

If you are still uncertain about the requirements for your space, please e-mail support@cyberwurx.com and ask about power needs.

==Shipping to/from the Datacenter==

Shipping to and from the datacenter is handled through the Customer Center via the "Send us equipment" and "Have us send you equipment" forms respectively.
If you are unable to use these forms, or they are not available via your Customer Center, then please contact support@cyberwurx.com for details.

All packages should be addressed as follows:
<pre>
XYZ Account Name
c/o Cyber Wurx
Attn: <your name>
55 Marietta St
16th Floor Suite 1600
Atlanta GA 30303

</pre>
: '''Shipping Items to the Datacenter'''
:: Fill out the "Send us Equipment" form via the Customer Center
:::: If your package is not clearly addressed as per the instructions in the shipping form, Cyber Wurx will refuse the package.
:::: If we have not received a "Send us Equipment" form, Cyber Wurx may refuse the package.
:::: Due to space limitations, we '''cannot''' hold packages for customers for more than two weeks.
::::: If instructions have not been provided two weeks after an item's arrival, that item will be moved to long-term customer storage and a '''$10/month/package storage fee''' will be applied to the account.

: '''Shipping Items from the Datacenter'''
:: Fill out the "Have us Send You Equipment" form via the Customer Center
:::: We use FedEx as a carrier for shipping and equipment packaging services. If you wish to use another carrier, please make arrangements for them to package and pick up the equipment from our facility.
:::: Shipping costs will be billed to your account
:::: For insurance and liability reasons, Cyber Wurx staff will not package customer equipment.

Parking

2012-02-10T13:51:13Z

Summary: /* '''LARS Parking''' */

'''<big> UNDER CONSTRUCTION 2/10/12 </big>'''

Parking anywhere in Atlanta can be quite tricky, so we've tried our best to centralize information about local parking options to make your life easier!

=Parking Options=
=='''Lanier Parking'''==
===Things to know about Lanier Parking===
: - Valet Parking (during normal business hours)
: - Most secure parking option
: - Closest parking option (actually INSIDE building)
: - Direct Access via Elevator to both 5th and 16th floor facilities

=== Lanier Parking Location===
: Located in the Basement level of 55 Marietta Street
: Accessible directly from Marietta Street

===Hours of Operation:===
: Mon - Fri: 7am - 7pm
: Sat - Sun: Closed

===Pricing Breakdown:===

: $2.00 = 0 - 20 minutes
: $5.00 = 21 minutes - 1 hour
: $7.00 = 1 hour - 2 hours
: $9.00 = 2 hours - 3 hours
: $11.00 = 3 hours +

=='''Fairlie/Walton Street Public Parking'''==

Hourly metered parking is available on any of the streets bordering 55 Marietta excluding Marietta Street.

=== Things to Know About Fairlie/Walton Street===

: - Metered Parking
: - '''2 Hour Maximum'''
: - Fairlie Street has easy access to loading door for moving equipment.
: - Public, unsecured

===Fairlie/Walton Street Parking Location===
: Any of the metered spaces on side streets around 55 Marietta

===Fairlie/Walton Street Hours of Operation===
: Mon - Sat: 7am - 7pm
: Free parking outside these timeframes

===Fairlie/Walton Street Pricing===
: - $2.00/hour
: - '''2 hour maximum'''

=='''LARS Parking'''==
This is a parking lot across the train tracks behind 56 Marietta Street. If you use this lot, we recommend you dropping off any equipment before parking your vehicle as it is a bit of an uphill walk.

=== Things to Know About LARS===

: - Daily parking
: - Least desirable parking for bringing equipment into the datacenter due to distance and hill.
: - Unsecured

===Fairlie/Walton Street Parking Location===
: From the intersection of Marietta Street and Fairlie Street
: Take the driveway between the old Atlanta Journal Constitution building and the Telx 56 Marietta building.
: Cross over the train tracks
: Paystation is located at the Entrance to the lot

===Fairlie/Walton Street Hours of Operation===
: 24/7
===Fairlie/Walton Street Pricing===
: Usual daily rate is $3.00/day
: Pricing changes for special events

=After-Hours Parking=
If you need to visit the datacenter outside the timeframes of Mon-Fri 7am-7pm, options are a bit more limited.

==Weekdays After-Hours==
After 7pm on weekdays, the [[Parking#Fairlie/Walton Street Public Parking |public metered parking]] on Fairlie and Walton streets becomes free-to-park. Please keep in mind that this parking is not secured and if you using metered parking other than Fairlie Street, we advise that you drop your equipment off with us prior to parking.

==General Weekend Parking==
===Free Parking===
There are a few spaces behind 56 Marietta Street (the building across the street from 55 Marietta) that are free-to-park on the weekends.
: - Drive down side street next to 56 Marietta (the one next to the fenced-in government parking lot)
: - Take a left just before the railroad crossing.
: - Parking will be on your left outside the gate as you drive under the bridge

On Saturdays after 7pm and all day Sunday, [[Parking#Fairlie/Walton Street Public Parking | Fairlie and Walton]] are free-to-park

Cabinet Models

2011-09-08T16:37:08Z

Summary: /* Dell 4220 */

=Dell 4220=
'''Dell PowerEdge Rack Server Cabinet 42U'''

[[image: dell4220.jpg |left| 220px]]

External Dimensions:
<pre>
. 78.7 inches tall
. 29.5 inches wide
. 42.2 inches deep
</pre>
Interior Rack Dimesions:
<pre>
. 19 inches between right and left posts
. 28 inches between front and rear posts (standard)
. Non-threaded square-holed rack
</pre>

Features:

*Designed around maximizing airflow while maintaining security.
*Both front and rear (dual) doors lock via key.
*Doors 80% perforated to ensure maximum airflow.
*Built-in cable management and PDU mounting systems ensure power and network cable management have minimal impact on airflow.

[[category:colocation]]

Nameserver Information

2011-08-10T18:53:33Z

Summary: New page: For our Managed customers, the following nameserver information should be used <pre> ns1.cyberwurx.com (66.154.0.2) ns2.cyberwurx.com (66.154.75.200) </pre> Be sure that you are using eith...

For our Managed customers, the following nameserver information should be used
<pre>
ns1.cyberwurx.com (66.154.0.2)
ns2.cyberwurx.com (66.154.75.200)
</pre>
Be sure that you are using either the IP address or the hostname and not both.

[[Category: Managed Virtual]]
[[Category: Managed Dedicated]]

How to get bukkit working with a pre-recommended release

2011-04-25T16:28:48Z

Summary:

=Disclaimer=
It is '''HIGHLY''' recommended that only experienced minecraft server admins proceed!

This is a quote from the bukkit website (RE: 1.5_02 bukkit build)

<pre>
We have completed the update to Minecraft 1.5_02 (and have had it done for a while now)
and are working out a few issues before we promote a recommended build. A TEST ONLY build
is available but we highly recommend that you wait until we promote a Recommended Build
before putting it on your production server.

You can find the latest test build on ci.bukkit.org. Please note, though, that if you don't
already know how to get it, you probably shouldn't be using it. Only Recommended Builds
have gone through extensive testing. Anything else could result in unforeseen problems like
Bukkit eating your cake or your world. You have been warned.
</pre>

=Enable LATEST snapshot build=
To enable the latest snapshot build ( http://ci.bukkit.org/job/dev-CraftBukkit/lastSuccessfulBuild/ ) login to the gamepanel and modify the following option in the server configuration.
bukkit
Currently bukkit is set to 0 (disabled) or 1 (enabled). Set this to 2 to enable the developer build of bukkit.

=Disable Snapshot Build=
To disable the snapshot build, simply stop your server and set bukkit to 1 (enabled recommended build) or 0 (disabled). Start your server to apply changes.

Minecraft Command Console Changelog

2011-04-20T13:28:41Z

Summary:

= Version 0.9 and Below =

===Script version 0.1===
about
*Displays information about the script
reload
*This will reload Hey0's mod.
This is useful for installing new plugins or reloading a whitelist.
emergency-backup
*This will run the backup script on demand.
stop
*This command will stop the server.
If you are concerned about hard stopping your server via the game panel, run this first
save-all
*This will save the current world file completely.
save-off
*This will turn off world saving.
Make sure you turn it back on if you want to continue saving your world progress!
save-on
*This will turn on world saving.

===Script version 0.15===
Changelog:
Added new function
Fixed a few typos

update
*Saves, stops, and downloads a new minecraft_server.jar file

===Script version 0.16===
Changelog:
Added new function '''updatescripts'''
Fixed a bug that caused the console.cfg file to reset every minute

updatescripts
*This will update the backend scripts that are used to run the server.
You can find any major bugfixes on the [[Script Changelog]]

'''Recent changes to script structure made this command obsolete and it is phased out'''

===Script version 0.17===
Changelog:
Added hey0's mod update command '''updatehmod'''
Added function to backup hey0 config files '''backupconfig'''

updatehmod
*This will download and replace the current Minecraft_Mod.jar file.
*This will also remove the current minecraft_server.jar file and replace it with a new version (if available)
backupconfig
*This will backup your config files for hmod and throw them in a tar file. Your output email will specify which one is available.

===Script version 0.18===
Changelog:
Merged update and updatehmod - These commands did the same thing.
Removed command updatescripts (see Script version 0.16)
No new commands available

===Script version 0.19===
Changelog:
Added new function to restore backups
Added new file: backup-restore.txt

restoreworld
*This will restore a world based on a backup location specified in backup-restore.txt

===Script version 0.2===
Changelog:
Cleaning up subroutines. If there are any strange anomalies with command console or adverts, please let CW know.
Adding feature to automatically restart the server.
Adding feature to reset your world file
====Available Commands====
'''[[restartserver]]'''

'''[[startserver]]'''

'''[[resetworld]]'''

===Script version 0.21===
Changelog:
Added ability to toggle hMod on or off. Falls back to vanilla minecraft.

====Available Commands====
'''[[togglemod]]'''

===Script version 0.22===
Changelog:
-Optimized some back-end code for update processes

===Script version 0.23===
New admin mod coming! Minor patch to get things stable.

Changelog:
-All update commands for mods disabled for future Bukkit implementation. This includes autoupdate.
-[[update]] command rewritten to update '''just''' minecraft vanilla.
-Modified [[backupconfig]] to remove hMod support and add new native white-list.txt
-Made [[togglemod]] a one way ticket.

===Script version 0.24===
Added ability to install [[bukkit]], and remove some of the junk files hMod spewed out while deployed.

Changelog:
-Fixed a major bug that was causing the Command Console to stop working since version 0.23
-Added command [[bukkit]] to install Bukkit

===Script version 0.25===
Added a lockfile and added an intelligent backup system. For more information please see below.

Changelog:
-Lockfile will lock the script from running more than once within a script's runtime.
This fixes a bug where duplicate emails were being sent out while a command is being ran.
-The current version of the backup script was not taking custom world file names into account when preforming backups. By default, the world/ folder was backed up.
The script will now look in server.properties for the correct world file config and start to backup that folder instead.

===Script version 0.25.1===
Added a function to update to the latest bukkit version available in their "Recommended" builds: [[updatebukkit]]

Changelog:
-Added [[updatebukkit]]

===Script version 0.25.21===
Changelog:
-Minor change to email formatting. Properly wraps command output.
-Minor bugfixes

==Unstable Version==
The development functions are available to the script but are considered unstable until a full line of tests are completed.
Please note, unstable functions are to be used at your own risk! Data loss may occur while using these functions!

====Dev notes====
The autoupdate process will now search for Bukkit changes and auto download them if needed. Please note, your plugins are not updated at the time. Unless you know for sure your plugins are supported for the new version of Bukkit, "don't fix what ain't broke".

Using the Auto Mapper

2011-04-11T13:30:41Z

Summary:

=Basics of the Auto Mapper=
The auto mapping system is a service provided to customers if they want maps generated from their world files on a daily basis.

If you have this feature enabled and want to view your maps, here is the URL breakdown:
minecraft.cyberwurx.com/maps/[day,night,2d]/[daymap,nightmap,2dmap]-[srvXXX]-[worldname].png
Each map comes with 3 renders: a day, night, and 2d map. Here are some examples of an autogenerated map.
==Day 3D Map==
http://minecraft.cyberwurx.com/maps/day/daymap-srv2401-world.png
==Night 3D Map==
http://minecraft.cyberwurx.com/maps/night/nightmap-srv2401-world.png
==2D Map==
http://minecraft.cyberwurx.com/maps/2d/2dmap-srv2401-world.png

[[Category:Minecraft]]

Updatebukkit

2011-03-18T13:36:31Z

Summary: New page: =Command= updatebukkit =Description= Will download the latest known "Recommended" build Bukkit has to offer. Old jar file for bukkit will be renamed craftbukkit.jar_OLD for safe keeping. ...

=Command=
updatebukkit
=Description=
Will download the latest known "Recommended" build Bukkit has to offer. Old jar file for bukkit will be renamed craftbukkit.jar_OLD for safe keeping.
=Version=
Added in version 0.25.1

[[Category:Minecraft Console Command List]]

Bukkit

2011-02-25T13:44:32Z

Summary: New page: =Command= bukkit =Description= This command will move some of the common junk files hMod had into a hMod_OLD_CONFIG directory. This command will also install bukkit and toggle it to run. ...

=Command=
bukkit
=Description=
This command will move some of the common junk files hMod had into a hMod_OLD_CONFIG directory. This command will also install bukkit and toggle it to run.

This will also automatically shut down and start up your server.
=Version=
Added in version 0.24

[[Category:Minecraft Console Command List]]

Using Bukkit

2011-02-23T12:57:37Z

Summary:

=Enable Bukkit=
To enable bukkit, log into your gamepanel account and view your minecraft server's server details. On the left hand side you will see '''Bukkit''' and a text box with either '''1''' or '''0''' inside.

Boolean value guide:
0 - Disabled
1 - Enabled
2 - Snapshot Build Enabled

Set this value to either 1 or 0 depending on if you want to enable or disable bukkit. Make sure you restart your server to apply the changes.

==New!==
You can optionally use the snapshot build of bukkit by setting bukkit to 2.

[[Category:Minecraft]]