Frequently Asked Questions
- Combo Storage
- CPU Usage
- Load Average
- Memory Usage
- Login to your account via my-account.
- For the server you want to cancel, under the "View Details" drop down menu, select "Request Cancellation"
- Please type in the reason for your cancellation in the description box.
- Select Cancellation Type, "Immediate" or "End Of Billing Cycle".
- Select "Request Cancellation"
- In the upper left of your Facebook account select the gear (settings) icon
- From the drop down menu select Account Settings
- On the right hand side of the page, select Apps
- Under App Settings/Apps you use, select OpenVirtuals
- Change the "Visibility of apps and posts" setting from "Friends" to Only "Me"
- Secure Shell
- Go to the SolusVM Control Panel, and click on the MANAGE button to the right of the VPS you wish to manage
- You should see a page with a CONTROLS panel at the bottom. Click the SETTINGS tab
- To set up a VPN you must click both "Enable TUN/TAP" and "Enable PPP"
- Additional IPs, etc.
- Basic Support
- I can't log in to my virtual.
- I performed a reboot of my virtual via SolusVM, now the HD mount is missing.
- When I start my application, I get an "Cannot allocate memory" error and I have plenty of memory free.
- Premium Support
- Locations, Speed
- Peer1, New York, NY, 100 Mb Port, http://18.104.22.168/test100M.bin
- ColoCrossing, Chicago, IL, 1 Gb Port, http://22.214.171.124/test100M.bin
- ColoCrossing, Los Angeles, CA, 1 Gb Port, http://126.96.36.199/test100M.bin
- ColoCrossing, Buffalo, NY, 1 Gb Port, http://188.8.131.52/test100M.bin
- ColoCrossing, Dallas, TX, 1 Gb Port, http://184.108.40.206/test100M.bin
- ColoCrossing, Seattle, WA, 1 Gb Port, http://220.127.116.11/test100M.bin
- ColoCrossing, Atlanta, GA, 1 Gb Port, http://18.104.22.168/test100M.bin
Where do you use Solid State Disks?
On our SSD-COMBO nodes we use SSDs for the main storage partition as well as for boot and swap, combined with HDDs for additional storage.
On our SSD-CACHED nodes we use hybrid drives (SSHDs) which are HDDs with a small SSD.
What is Combo Storage?
Combo Storage combines SSDs and HDDs. The SSDs provide fast IOPS and the HDDs provide additional disk space for backups, logs and other less frequently accessed files.
How do I work with Combo Storage?
Combo Storage is used like any filesystem in Linux. The root ("/") filesystem is mounted on the SSD partition. The mount point for the hard disk partition is "/storage".
Why cant I see the HD space in the control panel?
SolusVM shows only the root partition, but you can view both partitions from the shell.
Is Combo Storage available on SSD-CACHED Nodes?
Combo Storage is available only on the SSD-COMBO nodes, not on the SSD-CACHED nodes.
What kind of data is shown in the OpenVirtuals Dashboard?
The Dashboard displays four graphs which show the following data in near real time. You can drill down for historical views:
Your virtual shares the same node with other virtuals. The Dashboard shows data about your node, providing real-time insight into its performance and resource utilization.
Why do you share this sensitive data with your clients?
The OpenVirtuals Dashboard gives our clients a measure of assurance that we won't oversubscribe their nodes and a virtual club to hit us over the head with if we do. This will ensure that we keep the nodes performing well which is one of our prime objectives.
Where do I go to see the Dashboard?
To view the Dashboard go to the Client area and select Services / Dashboard. You should see something like this:
Do you offer Pre-made Templates?
We provide more than 40 templates including a variety of plain Linux kernels, server stacks, frameworks, and web apps. You can see the full list on our OpenVZ Templates page.
Do you offer Instant Activation?
Yes. As soon as you purchase a Virtual you can ssh into it to build the system as you like, or you can click to install any of our pre-made templates and then customize it to your heart's content.
How can I install a Template after purchasing a virtual?
You can select a template in the Product Configuration page.
How can I re-install or choose another template?
In the SolusVM control panel go to Controls / General / Re-install and select a template from the list.
What is vSwap?
Swap space is the disk space used by the system when main memory is full, to momentarily store processes until main memory is freed up. vSwap emulates swap when an OpenVZ virtual has reached its memory limit, by giving lower priority to the processes which are vswapped. OpenVZ uses main memory for vswap when available, and only swaps to disk when memory is exhausted globally.
Why vSwap rather than Burstable RAM?
Burstable RAM offers no recourse when the system is out of memory. vSwap, included for the first time with the Centos 6 OpenVZ kernel, solves this problem. When RAM is used up globally the vSwap function swaps to disk. We expect most VPS companies will switch to vSwap in due course.
Why are you so generous with swap space?
Although its a debated topic, some experts (such as these http://goo.gl/xAuBS) recommend that swap space be twice the size of the memory.
How does the "10 Day or 10 GB Free Trial" work?
We'll charge your credit card at signup, but if you're unsatisfied for any reason we'll process a full refund as long as you cancel before the end of the tenth calendar day and your traffic consumption is under 10 GB.
How do I cancel?
Cancellations outside of the trial are processed at the end of your current billing cycle.
How do you guarantee 100% uptime?
All providers are subject to natural disasters and other events beyond our control. At OpenVirtuals we simply take full responsibility for 100% uptime, which means we provide SLA credits for any outage whatsoever even if its cause is a natural disaster.
Why do you guarantee 100% uptime rather 99.99%?
The difference between 100% and 99.99% is about 4 minutes of downtime per month. Wed rather not quibble about those 4 minutes.
What do you do in case of an outage?
We resolve the issue as quickly as possible, and we inform customers with regular status updates. Afterwards, we study the event to understand what we can improve.
What about credits?
We offer generous service credits even for outages caused by Force Majeure or unavoidable accident.
You mean I wont have to submit a log and proof you were down?
It may be a novel idea, but we think you probably have better things to do than trying to prove you had an outage to a vendor that already has that information.
Why would you give downtime credit for a natural disaster?
Weve done away with the standard loopholes so that were never in a position to blame an event or a vendor. The causes of outages are often ambiguous to customers, and we want you to be confident that well never pass the buck.
Why is OpenVirtuals so open?
Were also a consumer of datacenter services, and weve seen for 20 years how providers use loopholes to avoid responsibility. We believe that customers whove shown faith in us by choosing us from amongst all the other options out there, are our bedrock. And rather than lean on loopholes at their expense, we prefer to rely on providing good service.
Do any other providers offer such generous policies?
We looked around and couldnt find any, but hopefully this approach will catch on.
Whats the control VPS?
Every OpenVirtuals VPS node has a control VPS that we monitor to determine system uptime.
What kind of backups do you perform or recommend?
We do not perform backups beyond the built-in redundancies that we have. We suggest that you take advantage of one or more of the following options to enhance your configuration with greater redundancy.
Use Combo Storage For Free On-Site Backup
You can create an on-site backup by synchronizing any critical directories (that are not subdirectories of /storage) to a subdirectory of /storage. This will copy data from the SSDs to the HDs in the same datacenter. Here is a example of a script you can run as a cron to automate backups: rsync - vaz /var/www/ /storage
Use GDrive For Free Distributed Backup
You can create a distributed off-site backup by synchronizing any critical directories to your Google Drive account. The beta version of grive may give you a headstart, but as of version 0.30 which you can find here - https://github.com/Grive/grive - syncs are not automated unless you run it as a cron job.
What kind of personal data do you store?
We use Paypal for billing so we don't store your credit card information. If you use Facebook Connect we don't store your password.
What kind of messages will you post on my Facebook Timeline?
For those who use Facebook Connect the only time we post to your Timeline is when you purchase a virtual, and you have full control over the visibility of the message: "Yippee I just got a shiny new virtual server at OpenVirtuals.com!"
How can I control the visibility of posts to my Facebook Timeline?
OpenVirtuals makes every effort to maintain secure systems. These are just some of the practices we follow: We automatically generate strong root passwords for all virtuals by default. We also regularly update all network devices, host systems, applications and templates with the latest security patches. We monitor the health of the network, nodes and clusters and stay abreast of relevant security alerts.
Facebook Connect and Paypal
We use Paypal for payments and provide Facebook Connect as a login option so that your login credentials and payment information are secured by world-class security systems. This dramatically reduces the risks normally associated with the storage and transmission of such sensitive data by VPS companies.
We recommend that our customers consider using Cloudflare which is a free Content Delivery Network service that also provides free protection from DDoS (Distributed Denial of Service) attacks. Cloudflare also improves response time to your site and saves bandwidth costs by offloading data transfer from your virtual to the Cloudflare network.
How many logins do you have?
In addition to your VPS there are two logins My-Account and the VPS Control Panel.
How do I use My-Account?
My-Account, aka the Client Area, is where you register and manage your OpenVirtuals account. My-Account enables you to place an order for a VPS, upgrade to a higher plan, purchase additional IP addresses, open tickets for tech support, etc.
The My-Account login is the right-most link in the navigation menu. Login with your OpenVirtuals proprietary credentials or your Facebook Connect credentials, depending on which authentication method you choose at registration.
How do I use the VPS Control Panel?
The VPS Control Panel provides the ability to manage your VPSs, including choosing which OS or template you want to install, rebooting the VPS, etc.
The VPS Control Panel login is located at the top right corner of our web site.
Can I have an SSH terminal for my VPS?
Yes. You can install your own, or just go to your My-Accounts page and select Services then Remote Access.
How do I enable TUN/TAP for VPN support?
To further confirm that TUN/TAP is enabled type "cat /dev/net/tun" in the shell. If you receive the message "cat: /dev/net/tun: File descriptor in bad state" it has been enabled successfully. If not, you may need to reboot your VPS in SolusVM and then disable and enable TUN/TAP again.
To confirm PPP is enabled type "cat /dev/ppp". If you receive the message "cat: /dev/ppp: No such device or address" it has been enabled successfully. If not, you may need to shut down your VPS in SolusVM and then enable PPP and boot your VPS.
How do I order additional IPs or Traffic?
Log in, select My-Account, then select View Available Add-ons
How do I order additional RAM, CPU or Storage units?
Currently the only way to increase RAM, CPU, or storage capacity is to upgrade to a higher service level
What kind of technical support is included for free?
Our services are unmanaged Virtual Private Servers. Meaning, its up to you to administer the virtual, install applications, configure server daemons, etc. The only support that is included for free relates to the proper creation and functioning of your virtual server. The following example issues are within this scope:
Login to our client area and open a support ticket. Select "Open Ticket" then "Support". Fill in the ticket form with as much detail as possible.
What kind of premium technical support do you provide?
We can provide almost any type of systems administration services that you may require.
How do I place an order for Premium Support?
Log in, select My-Account, select View Available Add-ons, then select and purchase a Premium Support option: $25 for 15 minutes, $40 for 30 minutes, and $60 for 60 minutes. If you are unsure how long your request will take you can first submit a regular ticket with a detailed explanation of what you require, along with a request for a time estimate. You can label the subject line as "Request For Premium Support Time Estimate." We'll get back to you with an estimate.
Then you can open a ticket for your request as follows: Login to our client area and open a support ticket. Select "Open Ticket" then "Support". Identify the issue as Premium Support by typing Premium Support in the subject line. Fill out the ticket form with as much detail as possible. Please allow one business day to complete most jobs of one hour or less. For larger jobs we will respond with an estimated time of completion.
Which datacenters do you use, where are they located, what is the port speed, and what is the link to test the speed?