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There were 29 articles found in this category:
 How do I cancel a server?
You can cancel a server using the SoftLayer Portal by navigating to the “Administrative -> Cancel Server” screen of the portal. Keep in mind that if you are trying to cancel a server in order to upgrade to a more powerful machine, most of the servers offered at SoftLayer c ...
- Hardware Firewall overview
SoftLayer's firewall offering provides customers with an essential layer of security that can be provisioned on demand without service interruptions. SoftLayer’s Hardware Firewall service utilizes the Fortinet 3810a Platform. This firewall module is a high-speed, external module that prov ...
- How can I get additional bandwidth for my server?
The best way to purchase additional bandwidth for your server is to open a "Sales" ticket, requesting additional bandwidth. Please specify the amount of additional bandwidth and the server you are requesting the bandwidth for. Note: Bandwidth is only available in 1000GB increments or as an unmet ...
- How much bandwidth is included with my plan?
You will receive a monthly allotment of 1000GB or 2000GB inbound and/or outbound traffic depending on which server package you choose. However, all of the traffic on the Private Network (backups to NAS, server-to-server communication, local DNS queries, etc.) will not be counted. The server will ...
- Business Continuance Insurance.
If you purchased our Business Continuance Insurance beforehand, we will waive all bandwidth incurred during an attack, and reload the OS free of charge if necessary. You will be responsible for these charges if insurance was not purchased prior to an attack/hack.
- License Manager
You may view your Dedicated Server Licenses as well as Virtual Private Server Licenses by clicking on Software -> License Manager in the portal. A sales ticket will be needed to purchase additional dedicated server licenses. To purchase additional virutal private server licenses, follow the l ...
- Do you sell additional Terminal Service Licenses?
We do sell these licenses in 5-packs. You have a max of 2 RDP connections to your server by default. If you add the 5-pack of terminal services it will remove those 2 original connections, and you will have the total of 5 licenses. They are $5/month each so the 5- pack will be $25/month.
- How do I communicate with SoftLayer in regard to my account?
SoftLayer's customer management portal serves as the vehicle for service delivery of all technologies. You will communicate Sales, Support, and Accounting Requests via tickets from within the customer portal.
- How long does it take to setup my account?
If the server is ordered with the standard hardware configuration, regardless of whether it is a custom or standard OS load, your support portal account will be setup immediately after placing your order. Most of our servers are delivered within four hours of order confirmation.
- Do you offer unmetered servers?
Yes, any server can be upgraded to 10Mbps unmetered for $100 per month, or 100Mbps for an additional $2000 per month. All unmetered servers are on dedicated ports not shared with any other customers.
- How is extra bandwidth billed?
Bandwidth overages are billed at $0.10 per GB. If you exceed twice the amount of bandwidth you are allotted, we will automatically charge you for excess bandwidth used at the time. If you exceed your allotment by less than twice the allowance, the overages will be added to your next monthly invo ...
- How is bandwidth measured?
We measure bandwidth at the port onto which your server is connected to the Public Network. This means, all traffic to and from the server is counted. When you establish a VPN connection directly to the server using our Private Network, the bandwidth accrued there is not counted.
- Average Ticket Response Time?
Our Support methodology utilizes the "emergency room" approach where problems are graded for severity and responded to accordingly. Service outages of any type always receive top priority followed by service-degrading factors and general questions about server management. This ensures every cu ...
- Do you provide OS Reloads for free?
Automated OS reloads are free and can be performed through the customer portal. These include customized OS reloads (changing operating systems, addition/removal of control panels/partition editing/etc.). We do not charge for OS reloads.
- Do you keep my server up-to-date with security patches?
SoftLayer has Microsoft SUS and Red Hat RHN servers located inside the private network for security updates. Your server will be delivered to update automatically. You can turn this feature on or off if you choose or update manually at any time.
- Can I change my server password?
You may change your server password, but keep in mind, if it is not updated in the customer portal, then we will not have a record of it if you lose it.
- Will I have full, root access?
You will have root/administrator access.
- Will my server be backed up regularly?
You can purchase a manual network-attached backup plan from us. SoftLayer does not perform backups of your server.
- What type of access will I have to Support?
SoftLayer offers 24x7 phone and ticket support.
- Will I be notified before being billed for a support request?
You will be required to approve any additional charges beyond your monthly cost.
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