FAQ

Servers Australia^® are the trusted server infrastructure provider for some of the largest companies in Australia within the government, retail and gaming industries. With a presence in more locations than any other provider in Australia, we can ensure low latency between our customers and our servers. Our expert team of expert network engineers, system engineers and programmers are able to deliver custom server solutions with clear and concise pricing.

Whether you need dedicated servers, virtual servers, colocation, web hosting, wholesale or cloud services, you’ll benefit from the fastest and best range of locations in Australia. You can leverage our large buying power, to have a highly secure, flexible infrastructure for all of your IT and communications needs, without the overhead of installing and maintaining on-site equipment. Our intuitive customer portal gives you a high level of control and the flexibility to make changes to your account settings, services and products. Support with us is easy to get, fast to action and reliable to solve. You can choose where to host, with Tier 3 Enterprise level data centres located in Sydney, Melbourne, Perth, Brisbane and Auckland.

• 100% Network Uptime Guarantee
• 24/7 live chat, ticket and email support with FAST response times
• 24/7 Australian Phone Support
• 30 Minute response time guarantee
• 30 Minute hardware replacement guarantee
• State-of-the-art data centres
• Our customer portal allows you the flexibility of making changes to your account settings, services and products giving you greater control

Our solutions team will be able to help connect you with the infrastructure you need. You can call our solutions experts on 1300 788 862 or chat to us live 24/7, right here.

Servers Australia^® provides our customers with service level agreements that are related to the specific products we offer. Our Goal is to always provide our customer with 100% uptime and when we can't meet this target, we impose financial penalties on ourselves. This is just one of the ways we stay focused on providing our customers with the best solutions and service possible. Click here for more information.

IPMI (Intelligent Platform Management Interface) is a set of standardised specifications for hardware-based platform management systems making it possible to control and monitor servers remotely. It allows System administrators the ability to manage and monitor primary server functions. Read More

The MYSAU.com.au online portal is the best way for you to view the status of your server. Your online dashboard allows you to conveniently manage all aspects of your server, including status, alerts, maintenance, support, billing and the purchase of additional services.

Servers Australia are here to help, 24/7, across your preferred communication channel.

Option 1: Search the Support Centre.

You can search our support centre with your question. This is the QUICKEST way to get the answer and support you are looking for.

Option 2: Submit a Ticket.

If you couldn't find the answer you were looking for in our support centre then you should submit a ticket. Submit a ticket by emailing support@serversaustralia.com.au from an authorised email account. If your emails are not working, you can submit a ticket through the online portal. Ticket support is one of the quickest and best ways to gain support; and we have a 30 minute response time guarantee in our SLA.

Option 3: Call for Phone Support.

You can call us 24/7, 365 days per year and be connected with an Australian Support member.
Phone: 1300 788 862
Phone Int: +61 2 8115 8888

Option 4: Live Chat

You can start a live chat 24/7 and you’ll be connected with an Australian Support member.

Depending on how long the issue will take and who is required a ticket may be created on your behalf to track the issue. You can view all tickets related to your company via the MySAU portal.

The Servers Australia^® support team is available locally by phone or email 24 hours a day, 7 days a week to respond to your support requests.

Servers Australia^®’s customers are covered by our thirty minute initial ticket response time guarantee. This means that when you log a ticket via our online portal, we will respond to your issue within 30 minutes, guaranteed.

• 30 minute ticket response time guarantee.
• 30 minute hardware replacement guarantee.
• 100% Network uptime guarantee.

For self-managed customers, it is $88 per 15 minutes for support. If you have initial issues during migration or when first joining Servers Australia^®, we are happy to assist them free of charge.

A dedicated server is a hosting service dedicated exclusively to you, that is not shared by anyone else. Our dedicated servers offer you better control with complete root and console access, with flexibility and scalability options that means you’re not locked into technical specifications if your needs change. Plus, with our large buying power we can get you the best rates available, we even price match!

Performance - All of our servers are enterprise-grade Supermicro servers. Scalability - we give you full configuration ability with endless ability to upgrade. You have complete control over RAM, CPU, Bandwidth and Disk Space. Managed hosting with us eliminates the need for your company to purchase expensive hardware every 3-5 years, just upgrade when you need to, to a later model. 1Gbit port speed (upgradeable up to 10Gbit by request).

We provide a 1Gb port of which you should see speeds burstable up to 800-900 Mbps.

Provisioning can be from just a few hours to a few days depending on the location you want and also any specific requirements you have, should you have a custom order. We will call and provide you with an estimated time-frame and keep you informed throughout the whole process.

We use Black Lotus for our DDoS protection. We will filter any attacks well before they get to your server, meaning your server will remain accessible at all times.

We have our equipment in 11 data centres located in Wyong, Sydney, Perth, Brisbane, Melbourne and Auckland New Zealand. We guarantee that all our equipment is kept within Australia to offer our customers maximum speeds, data privacy and the lowest latency.

That all depends, most servers are purchased new for their orders; however if we do have a server that has been de-commissioned and is still a current model then we will provision it after strict testing. We do not, however, buy second-hand servers off other people, all our hardware is bought new for Servers Australia^® use.

Yes we do, in fact we love gamers, we have full DDoS protection on our entire network in Sydney, Melbourne, Perth and Brisbane.

Yes we do, you will receive a series of alerts for your overage, we will never give you ‘bill shock’, we give you the chance to buy extra data packs before you hit your limit.

Servers Australia^® offers complementary migrations to all new customers coming on board with Servers Australia^®. The complementary service is offered to all customers running cPanel or Plesk on the existing host. If you require a more complex migration you can arrange this by getting in contact with us.

Migrations can take time depending on the speed of the old host, the location and how easy it is for us to get the data. If you are in a hurry to perform a migration please do let us know this and we will see what we can do for you. Migrations do a require minimum 72 hours notice and must be pre-planned with the Servers Australia^® support team.

Servers Australia guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 minutes of identifying the problem.

With colocation, you essentially lease a cabinet or RU in a one of our highly secured data centres to house your own server hardware. The data centre infrastructure, along with its redundant power, large bandwidth capacity, and direct connection to the Internet allows you to get cost-savings on greater safety, scalability, business continuity, and minimal network latency.

RTG Colocation is offered on a Month to Month Agreement. So there is no long-term contract required.

Yes! Orders placed before 3pm will receive same day installation. The process of verifying your order, providing allocation information, processing the induction and arranging access to the site takes approximately 2 hours.

We currently offer RTG colocation in our SY4 Equinix Data Centre, but will be expanding this offer to more Data Centres soon. We can also provide access to 8+ other data centers with a turnaround of 5 business days.

As soon as your colocation order is placed, one of our customer experience team members will be in contact to confirm the order details. You'll be sent a link to the Servers Australia^® Induction program and a Data Centre Access Request Form. Once these are completed, we will provide you with your allocation information. Then you have everything you will need to go to the data centre, complete their site induction, and rack your equipment.

Provided that all the required paperwork has been completed, access to the data centre is granted within 2 hours of placing your order.

You will need to agree to our terms of service, provide us with an Australian Government issued ID card and then go through a short induction process. It’s that easy!

All ports that are provided are 1Gb. This means you will see real world speeds of between 500-900 Mbits per second.

A+B Power backed by N+1 Block Redundant UPS and Generators
N+1 redundancy on Indirect Evaporative Cooling Air Handling Units (IDEC)
Fully redundant and diverse network, with at least 2 network ports per allocation.
Add-on Backup and Management services for complete piece of mind!

A + B refers to the Power rails on the colocation racks. These rails provide a redundant source of power so that you can plug your equipment into two power sources. This way if either power rail is shut down, for maintenance or any other reason, your equipment will maintain power on the alternate power rail.

Power is calculated using the combined total of the A+B Rails. For example, if your allocation is 8 Amps (A+B) then you can use a total of 8 Amps across the two rails, i.e, 4 Amps on A and 4 Amps on B or any combination that does not exceed 8 Amps in total. In a conventional redundant power setup, you could have primary power supplies running off Rail A (at 8 Amps) and secondary power supplies connected to Rail B (0 Amps). If any power supplies on A fail, then B will take the load.

DRaaS, or Disaster Recovery As A Service allows you to keep a replication of your server separate to your live server. This means that if your live server was to ever fail, we could quickly get your backup server live, usually within minutes, completely automated. This is a much higher level of security and a lot faster than restoring backups and is important for businesses who can’t afford to be down for hours or days if something was to fail on their server.

Discuss your disaster recovery requirements with our solutions team now. E-mail or call our us on 1300 788 862 or email sales@serversaustralia.com.au, or start a live chat now.

Wordpress is simply a CMS (content management system) that helps web developers and end users create websites. It gives access to a library of plugins and themes both free and at a cost. Any updates to wordpress core, themes and plugins are all managed by the developer or end user. Managed Wordpress differs in that the server itself has been optimised for Wordpress websites and includes tools to make Wordpress updates, management and security a simple task. The updates are taken care of making sure the site, core, themes and plugins are all running secure up to date versions.

As soon as the initial payment is received the service is created and sends out a welcome email with login details. If this service is going to be a new wordpress site then apart from setting up Nameserver/DNS records its good to go. If migrating an existing website across the web files and database will need to be restored from the source server or a backup. The Servers Australia^® team can help with the migration process.

The Servers Australia team can help with the migration process.

When you place the order a welcome email with login details and server IPs (for DNS) will be sent to the primary account holder.

While we provide a highly available, robust platform to allows you to host your WordPress installation, we do not offer web development services. You will need to engage a third party to assist with building your website.

Yes, we will install the SSL certificate to the server for you however some sites will require further changes to be made by a developer to take advantage of the newly installed SSL certificate.

All backups and restorations are managed by the Servers Australia^® team.

Moving from the entry level 1 Website $59 plan to the 2 Website $99 plan is available at any time.

You can add any combination of 1 or 2 plan instances. If you are interested in multiple sites then contact us for a custom order.

Ordering is Automatic via the Website and Portal. Setup is also automatic however Migration is up to the customer to complete. We can assist in migrations if required.

This is automated via the Servers Australia^® portal.

There are a couple of options. You can leave you mail with your current provider and point your MX records to Servers Australia^® or move to any other mail provider. G-Suite Office, 365 etc.

Yes you can add more sites either by purchasing additional plans through the website or if you need lots of sites contact us for a customised solution.

We perform daily security checks, updates and optimisation on your WordPress installation. A standard web hosting plan would not include any management, security or updates. As a customer you have access to the tools to manage update and upgrade and see how these work in a staging environment before making it live.

You can view our Terms and Conditions section anytime, which is intended for establishing the use, disclaimers, and limitations of liability governing the use of our website.

By using our site, you consent to our online privacy policy. We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Database to be only accessed by those authorised with special access rights to our systems, and are required to keep the information confidential. After a transaction, your private information (credit cards,financials, etc.) will be kept on file for more than 60 days in order to auto debit your card, this applies only for customers setting up an auto payment option.
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses. View our privacy policy in full.

We collect information from you when you register on our site, place an order, subscribe to our newsletter, respond to a survey or fill out a form. When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number, credit card information or Business Name.

Our standard payment terms are 10 days and billing period is paid in advance. You can apply for a 30 day term. You can also opt to pay monthly, quarterly, half yearly, yearly or bi annually. From time to time circumstances may happen where you’re unable to pay your invoice by the due date. You can apply for an extension through the portal if you need extra time. This avoids suspension and late fees. A Late Fee of $15 is applied once your invoice becomes more than 14 days overdue.

We aim to keep our payment options as simple and as convenient as possible for you and your business. You can access and view all of your products and services in our portal (mysau.com.au), including your invoices and pay directly through there using either your credit card or PayPal. By paying through our portal your account is reconciled instantly. All cards are accepted including AMEX. There are no additional fee charges for AMEX.

You can call and speak to our accounts team between 9am to 5pm Monday to Friday. Any calls made outside of normal hours are escalated to the accounts team the following business day. You can also email billing@serversaustralia.com.au to create a ticket.

Distributed Denial of Service (DDoS) attacks are targeted at websites or services to cause sufficient downtime for a limited time or permanently.

Servers Australia^® offers DDoS Protection across our enterprise network.

If you do get attacked, you will never go down. We will simply scrub your traffic of the attack before it reaches your server.

• Increased uptime.
• Cost saving with reduced support and management time.

Servers Australia^® has scrubbing devices inside and outside the network that will automatically and proactively detect and protect your sites and servers from almost any attack.