Are there any contracts to sign?
Yes. All new colocation customers are placed on a 12 month service agreement. When you add
new services you have the option of extending your existing agreement with the new service added
or the option to create a completely separate agreement with that service exclusively.
Can I install my equipment myself?
Yes, we can schedule a time at which you may install your equipment. For
security reasons, all non-staff visitors must be escorted at all times and therefore we must
schedule the install at least 24hrs in advance.
Can I ship my equipment and have you install it?
You can ship your equiptment to us preconfigured and we will rack and cable the
equiptment. Basic remote hands support is also included at time of install. Upon signing up, we
will provide you with the details necessary to ship your hardware to us. .
Can I put whatever I want on my servers?
We do not monitor the content of our clients' hardware but if we receive complaints about
illegal content we will take action according to our written agreements.
Can I install my own switches and other hardware?
Yes, you may install anything you wish in the space you pay for as long as it does not
have any affect on other clients' hardware or services.
Can I install any size server?
Absolutely. As long as it will fit in our racks, you can send any equipment
you'd like.
Do I share cabinet space with other customers?
If you purchase anything less than a full cabinet, chances are you will share cabinet
space with other customers. Be assured though, that your hardware is always clearly separated
from that of other customers' and nobody will have access to your equipment except you or us.
Do you have an SLA?
Yes, we have a 99.9% network uptime guarantee which we provide
to you in writing.
Do you offer "remote hands" service?
Yes, and best of all, it's FREE! Remote hands services that include server
reboots and hardware swaps and installs are absolutely free to our clients. Any other "remote
hands" type services that are not covered by this definition are billed at $125/hr for emergency
work. We charge $79/hr for non-emergency work scheduled in advance and performed during normal
business hours. If the the amount of "free remote hands" assistance exceeds three hours during
any contigious three month period, you will be billed for the additional time.
How many U's are in a cabinet?
A cabinet is normally 42U's high, but keep in mind that space is lost for
electrical outlets, switches, routers, or any remote management consoles necessary to provide
and manage your service.
What billing periods do you offer?
Billing cycles run from the 1st to the end of each month or the 15th to the 15th
depending on when you started service with us. All services are billed for the month in advance
except for usage based services, which are billed for the month in arrears.
What do I need to do to get started?
To get started, simply generate an instant co-location quote. A representative will then
provide you with the necessary paperwork to get started. Once all paperwork and billing
information is received, we will decide how you would prefer to go about installing your
hardware. If you decide to install it yourself, we will schedule a date and time at which we can
meet at the datacenter to install your hardware. If you decide to ship your hardware, we will
provide the necessary shipping details to proceed. Once your hardware is in, there is nothing
more to do but utilize the services you have purchased.
What forms of payment do you accept?
Customers may pay by either credit card, PayPal or check.
What hardware do you recommend?
We always recommend that our clients install hardware that they project to
easily fit their needs for at least 1 year from the installation date. Because all service
agreements are a minimum of 12 months, it is best to put in hardware that will continue to
perform later on down the road.
What if I want to cancel my service early?
Service agreements may be cancelled with 60 days' notice. You may pay off the remainder of the contract or the termination fee as specified in the contract.
What is 95th percentile?
95th percentile refers to the top 95th percent of your bandwidth. In most cases,
when measuring your average bandwidth transfer rate, we will remove the top 5% off of the
"record" prior to averaging your bandwidth use. This ensures that spikes in traffic do not cause
your rates to fluctuate substantially.
What is a "bandwidth commit"?
Buyers who wish to access lower bandwidth rates are required to commit to a
minimum bandwidth range. Commiting to a minimum bandwidth use amount will result in lower
pricing, but if the prepaid bandwidth is not used, the client will still be responsible for
paying for the full commitment.
What is a Mbps?
Mbps is a measurement used to calculate transfer speed. Mbps stands for Megabits
per second. A sustained transfer rate of 1 Megabit per second over a period of one month would
total approximately 300GB (Gigabytes) of total transfer. Since transfer rates are averaged, if
half the time the transfer rate was .5 Mbps, then half the time was 1.5 Mbps, the average would
still be 1Mbps, and the total amount of information transferred would still average out to be
the same.
What is a U of space?
A U of space is also known as a unit. It is the 1.75" of vertical space occupied
in a standard rack or cabinet.
What is your Acceptable Use Policy?
You can view our AUP online here.
What is your SPAM policy?
Convergent Network Services does not tolerate SPAM in any way. If you or a user on any of your
servers is sending out SPAM you will receive one warning before more serious action is taken
according to written agreements.
Will I have access to my equipment?
Access to equipment is provided on a scheduled basis and all access requests must
be scheduled in advance. We request 24 hour notice for non-emergency work. Emergency access or
assistance is available any time day or night by phoning our 24/7 call center. For security
reasons all non-staff visitors must be escorted at all times within the facility.
