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Frequently Asked Questions
1. General
1.1 Which support services are standard features of Thruport's
Managed Hosting service offerings?
1.2 Who do I contact if I wish to add options to my server?
1.3 How long does it take to provision a server?
1.4 What are the Thruport DataCenter hours of operations?
1.5 What is your policy on bandwidth?
2. Services
2.1 What if my server goes down what do I do?
2.2 Does Thruport provide monitoring for colocation services?
2.3 Does Thruport provide DNS service?
2.4 Will Thruport move my domain to my new server for me?
3. Hardware/Software
3.1 Who provides the hardware and software for this service?
3.2 What is Thruport's tape rotation service?
3.3 Is there a guarantee on hardware components?
1. General
1.1 Which support services are standard features of Thruport's Managed Hosting service offerings?
Remote eyes and hands support features are standard components of each service offering. This level of support includes media mounting, rebooting servers, power cycling equipment, restarting applications, remote eyes activities, securing cabling to connections, as well as switching an external toggle switch. Additionally, Thruport offers port monitoring as a standard feature with each Service option.
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1.2 Who do I contact if I wish to add options to my server?
Your sales representative can provide pricing and details for all additional services and handle upgrade orders.
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1.3 How long does it take to provision a server?
Normal provisioning of a server is 2 business days subsequent to your successful purchase of service. Large Scale provisioning of multiple servers along with a complicated network and security design (Firewall, load balance, Routing, etc) can take more time.
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1.4 What are the Thruport DataCenter hours of operations?
Our DC is open 24 hours a day, 7 days a week and 365 days a year.
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1.5 What is your policy on bandwidth?
We provide generous bandwidth transfer for every server. We also offer burstable bandwidth based on committed rate, 95 percentile billing.
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2. Services
2.1 What if my server goes down what do I do?
If all you need is a reboot of your machine(s), you may call into our technical support number at (703) 914 9700. The tech support representative will verify you as an authorized contact and reboot your machine(s).
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2.2 Does Thruport provide monitoring for colocation services?
Thruport offers ICMP (ping) for all colocation customers as standard.
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2.3 Does Thruport provide DNS service?
DNS services are not included with your Thruport server. Thruport provides two optional service plans for those customers that are looking for the very best in DNS availability: Self-Managed and Thruport Managed Ultra DNS. Like all Thruport managed services, DNS support is 24/7.
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2.4 Will Thruport move my domain to my new server for me?
You will be responsible for moving all websites to your Thruport server, including the uploading of all files and domain registration. We are more than happy to do this for you as a professional service, prices start at $200 per hour.
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3. Hardware/Software 3.1 Who provides the hardware and software for this service?
Thruport provides the hardware, OS and Network connection. Additional software may be purchased from or provided to Thruport by your company.
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3.2 What is Thruport's tape rotation service?
Thruport will rotate our customer's backup cartridge according to the instructions provided by the customer. The customer must supply all backup media. Thruport will remove and replace backup cartridges according to the instructions provided by the customer.
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3.3 Is there a guarantee on hardware components?
Thruport is responsible for all hardware; therefore, should any component ever fail, it will be replaced - free of charge - in a timely manner.
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