General FAQ
What kind of technical support should I expect with your Managed service?
Answer : We provide 24/7 Technical Support to all our managed servers, which not only includes free reboots and O/S reinstallations, but also free troubleshooting with any problems you might face with the installed software of your server. You should keep in mind that this is not a fully managed service that would replace your sysadmin's duties (like daily routine tasks: i.e adding/removing accounts, dealing problems with your clients etc).
Which transit providers and how many Gbps of bandwidth GempakBox has?
Our network is currently fed with 5 different transit providers (HE.NET, XEEX, XO, TISCALI, NTT/VERIO), using BGP4 technology. Core routers' total capacity is over 50 Gbps, allowing us to deal attacks inside the datacenter without upstream's involvement.
How good is your DDOS filtering? Do you auto-nullroute on attacks?
Our network has been designed to filter DDOS attacks into 3 different stages using over 15 different methods, making sure all your IPs and all your services are fully available. We nullroute only as a last ditch, when it's critically needed, because nullrouting an IP defeat the purpose of protecting it against an attack.
Do you provide an uptime guarantee / Service Level Agreement (SLA) ?
We do not currently provide an uptime guarantee, nor SLA. Several hosting providers may try to impress you by offering 99.999% SLA, but we don't. The reason is that the actual credit of such SLA for each service interruption would equal to only a few cents, which would be pointless as it would not cover any of your financial damages. However even if we do not provide an uptime guarantee, we take our network's stability and performance very seriously and our network's uptime should never be lower than 99.9%.
Do you have a test IP or speedtest URL?
Feel free to contact us at support@gempakbox.net for a test IP and/or speedtest URL
If I have any other questions, what is the fastest way to get answers?
You can e-mail us at support@gempakbox.net while we are almost 24/7 available on EFNet/DALnet/MalaysiaIRC IRC Network #gempakbox.
