Knowledgebase

Help and guide for Sales, Billing and Technical Support

Frequently Asked Questions

Pre-Sales

Technical

VPS

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Pre-Sales

1. Where is your datacenter located?
2. How long will it take for my server account to be set up?
3. What payment do you accept?
4. Did not receive Ready Server email notification?
5. What is Ready Server Client Portal?
6. What kind of customer 24/7 support provided?
7. Can you adjust next due date for my newly subscribed server?
8. Do you offer RAID support?
9. Is any limit on the number of IP address for dedicated servers? Can I use my own IP address?
10. How much for the add on hardware do you charge?
11. What happens if in the event of server hardware failure?
12. Will you charge GST for international customer?
13. How to waive the GST for first time non-Singapore customer sign up?
14. Do you have speed testing for network?
15. Do you provide DoS/DDoS protection or mitigation services (Denial of Service or Distributed Denial of Service) ?
16. How do you handle about abuse, spam, copyright, phishing, complaint from the authority issues?
17. Does it include reverse DNS update service?
18. Credit balance under your account?

Pre-Sales

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1. Where is your data center located?
   Data Center is located in Singapore.

2. How long will it take for my server account to be set up?
   All server accounts are activated instantly, 24 hours a day, seven days a week. You will receive your welcome email within seconds of your account being ordered. The dedicated server will be immediate available upon payment confirmation.

3. What payment do you accept?
   Paypal or Credit Cards by Paypal.

4. Did not receive Ready Server email notification?
   If you have not received our email, kindly check your junk mail folder or login to Ready Server Client Portal to retrieve the email message.

5. What is Ready Server Client Portal?
   Ready Server Client Portal is a portal where customers can login to access the billing, server and subscription information. You could view and print out your invoice, make the payment via Paypal or Credit Cards by Paypal and also check your service subscription period.
   Click to login Client Portal

   All emails sent by Ready Server will keep a copy in Ready Server Client Portal. If you have not receive any email from us, you could login to Ready Server Client Portal to retrieve the message.

   Purpose of Ready Server Client Portal
   - Access invoice
   - Make payment via Paypal or credit card by Paypal
   - Check the service subscription
   - Retrieve all emails sent by Ready Server
   

   Note:
   

   1. If you not received our email, kindly check your junk mail folder or login to Ready Server Client Portal for the email information.
   2. If you have changed your administrator email, kindly notice us immediately. All related billing, technical or authorization emails will only send to administrator.

6. What kind of customer 24/7 support provided?
   All server is self managed, our technical support is outsource to our data center partner which is operate 24/7. The support service as follows:
   *Standard Technical Support is carried out during office hours from 9:30am - 6:00pm, Mon-Friday (Exclude public holiday). It will be charged US$99 per case per hour subject to resource availability.
   *Premium Technical Support to provide support during non-office hours. It will be charged US$299 per case per hour subject to resource availability.
   

   More Dedicated Technical Support Detail
   
   Alternatively, for 24/7 support you may engage server management company to assist on support matter. Below companies for your reference:
   https://www.platinumservermanagement.com
   https://www.rack911.com
   http://www.queryfoundry.com

7. Can you adjust next due date for my newly subscribed server?
   All server accounts are activated instantly, 24 hours a day, seven days a week after payment is received. Hence, the service due date is 1 month, 3 months, 6 months or 12 months (follows the billing cycle selected by customer) after the payment date. Please take note that the start date is based on the server provisioning date, instead of OS installation date.

8. Do you offer RAID support?
   All our server can support software raid.

9. Is any limit on the number of IP address for dedicated servers? Can I use my own IP address?
   IPv4 Address
   We have restricted maximum 5 usable IPv4 addresses (/29) per server , you are required to subscribe new server in order to get additional 5 IPv4 addresses.
   
   Alternately, you can provide your own /24 IPv4 address, we can announce for you at no additional cost, however, we have imposed the following restriction on ip subnet arrangement:
   

   • Subnet segment from 1 X /24 up to 1 X /26 per server.
   • We only allow 1 customer subnet per server.
   
   IPv6 Address
   We have restricted to 5 usable IPv6 addresses (/126) per server by default and up to maximum /120 subnet per request. The additional IPv6 address will be reviewed and allocated on a case-by-case basis.

10. How much for the add on hardware do you charge?
    Additional 8GB RAM, US$20/month + one time US$99 setup fee.
    Additional 1TB SATA HDD, US$20/month + one time US$99 setup fee.

11. What happens if in the event of server hardware failure?
    In the event of server hardware failure, refund will be provided to customer on prorated basis. You may subscribe the new dedicated server in order to proceed your business.
    Alternatively, you may submit the request for technical support to troubleshoot/hardware replacement. It will be charged at US$99/per case or per hour.

12. Will you charge GST for international customer?
    No GST incurred for non-Singapore customer.

13. How to waive the GST for first time non-Singapore customer sign up?
    In Order Checkout page, enter Your Details.
    Please click "Update" for "Tax may be charged depending upon the state and country selections you make. Click to recalculate after making your choices. (After updated, GST charge will be removed in checkout description for non Singapore customer.)
    Click "Complete Order" to proceed the payment.

14. Do you have speed testing for network?
    You can do the online speed testing for network (speed, traceroute, ping and etc.) via following links:
    Standard: http://speedtest.readyserver.sg/
    China Direct: http://speedtest.readyserver.sg/chinadirect/
    Speed Test IP: 103.47.209.18
    

15. Do you provide DoS/DDoS protection or mitigation services (Denial of Service or Distributed Denial of Service) ?
    We do not provide DDoS protection or mitigation services, if you server ip is being targetted for DDoS attack, our system will auto null route (blackhole) your IP address for up to 24 hour. We reserved the rights to terminate customer servers that frequently being attacked.

16. How do you handle about abuse, spam, copyright, phishing, complaint from the authority issues?
    The following procedure will be taken to deal with these issues.
    
    stage 1 - We will notify the customer's when receiving notification from an authority, customer should resolve the issue within 24 hours and response to us as soon as possible.
    stage 2 - The offended IP will be blackholed/null routed if the issue is still persist for more than 24 hours to avoid further damage to our network and IP reputation.
    
    The following policy will be applied to the blackholed/null routed IP removal once the issue is resolved and removal request is submitted:
    - First occurrence: removal will take up to 48 hours.
    - Second occurrence: removal will take up to 2 weeks.
    - Third occurrence and above: removal will take up to 30 days.
    
    ReadyServer Pte Ltd reserved the rights to terminate the customer's server service, Customer may get blacklisted by ReadyServer Pte Ltd if the occurrence rate is too high.
    
    Please refer to our terms of use for more information.

17. Does it include reverse DNS update service?
    There will be an additional charge on updating reverse DNS record.
    
    You can order the service via the following URL and fill in the ip addresses and your desire rDNS records in the message box.
    Order rDNS Change Request

18. Credit balance under your account?
    - The credit balance can be used for new order or service renewal ONLY.
    - Starting from 1st October 2022 onward, a US$50/month service fee will be incurred on the account without active subscription (counting from 12 months after the last subscription termination date). The service fee will be auto-deducted from your remaining credit balance.

TOP

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Technical

1. How to get VPN login information?
2. How to setup VPN access?
3. How to get IPMI login information
4. How to access IPMI?
5. How to mount Virtual CD-ROM ISO file?
6. How to perform OS installation?
     a) Automated OS installation
     b) Manual OS installation or IPMI/KVM via RDP Management Server.
     c) Manual OS installation or IPMI/KVM via VPN.
7. How to resolve IPMI ipKVM console connection failed?
8. How to resolve the issue of remote keyboard and mouse does not respond on IPMI ipKVM console?
9. How to update reverse DNS record?