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Who are Servers Australia®?
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.
Why should I use Servers Australia®?
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.
What sets Servers Australia® apart from their competitors?
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
How do I get started if I don't know what server I need?
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.
What is the Servers Australia® service level agreement?
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.
What is IPMI?
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.
How do I check the status of my server hosting?
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.
I'm having technical trouble. What support is available?
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 firstname.lastname@example.org 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.
You can start a live chat 24/7 and you’ll be connected with an Australian Support member.
How are technical queries resolved?
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.
When is support available?
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.
What are the Servers Australia®'s ticket response times?
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.
Our Service Level Agreements are;
30 minute ticket response time guarantee.
30 minute hardware replacement guarantee.
100% Network uptime guarantee.
Are there additional support charges?
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.
What is a dedicated server?
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!
What do I get when I purchase a Servers Australia® dedicated server?
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).
How fast is the access from the server to the internet (gigabit uplink)?
We provide a 1Gb port of which you should see speeds burstable up to 800-900 Mbps.
How quick is provisioning?
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.
What Denial of Service protection do you have in place?
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.
Where are your servers kept? (Where are your servers hosted?)
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.
Are your dedicated servers second-hand?
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.
Do you allow gaming?
Yes we do, in fact we love gamers, we have full DDoS protection on our entire network in Sydney, Melbourne, Perth and Brisbane.
Do you send me an email before l hit my bandwidth quota?
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.
How does the free migration offer work?
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.
How long will the migration take?
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.
In the event of hardware failure, how long will it take to replace?
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.
What is colocation?
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.
Is there a contract for RTG Colocation services?
RTG Colocation is offered on a Month to Month Agreement. So there is no long-term contract required.
Do you really offer same day installation?
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.
Where is RTG colocation available?
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.
I've placed my order. What happens next?
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.
How quickly can I rack my kit?
Provided that all the required paperwork has been completed, access to the data centre is granted within 2 hours of placing your order.
What paperwork needs to be completed for me to install?
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!
What port speed are the ethernet connections?
All ports that are provided are 1Gb. This means you will see real world speeds of between 500-900 Mbits per second.
What redundancy do you provide?
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!
What does A+B Power mean?
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.
How is the Power calculated for my Allocation?
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.
Disaster Recovery (DRaaS)
What Is DRaaS (Disaster Recovery As A Service)?
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.
How do I get started with a disaster recovery service?
What is the difference between managed Wordpress and normal Wordpress?
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.
How long does it take to Setup my WordPress service?
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.
How do I migrate my wordpress site to Servers Australia®?
The Servers Australia team can help with the migration process.
What Communication to do get after I order?
When you place the order a welcome email with login details and server IPs (for DNS) will be sent to the primary account holder.
Can you help me with building my Wordpress site?
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.
Will you install my SSL Certificates?
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.
How do I access the backups of my site?
All backups and restorations are managed by the Servers Australia® team.
If I want to upgrade to 2 or more sites how much does it cost?
Moving from the entry level 1 Website $59 plan to the 2 Website $99 plan is available at any time.
What if I want more than 2 sites?
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.
What's the ordering process?
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.
How does this service get provisioned?
This is automated via the Servers Australia® portal.
I have email with my current provider - How do I keep running my mail if I move to Servers Australia®.
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.
Can I add additional Websites beyond the 2?
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.
Smart Updates - Who is responsible for implementing updates "for both automatic and manual updates"?
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.
Servers Australia®'s General Terms and Conditions
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.
What information do we collect?
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.
Billing & Payments
What are Servers Australia®'s payment terms?
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.
What payment methods do Servers Australia® accept?
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.
How do I contact Accounts?
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 email@example.com to create a ticket.
What is DDoS Protection?
Distributed Denial of Service (DDoS) attacks are targeted at websites or services to cause sufficient downtime for a limited time or permanently.
Does Servers Australia® offer DDoS Protection?
Servers Australia® offers DDoS Protection across our enterprise network.
What are the benefits of having DDoS Protection?
If you do get attacked, you will never go down. We will simply scrub your traffic of the attack before it reaches your server.
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.