FAQS

1. What does your basic support services cover when I purchase a dedicated server ?

   Each Webvisions dedicated server comes with our standard siteSupport Express Service. For customers who required advanced support services, we do provide them via our siteAdmin Advanced Server Support Service. Both Webvisions siteSupport Express and siteAdmin services are provided between 9 a.m. to 6 p.m. SGT.

2. I need system administration and support time urgently out of standard support hours. What should I do?

   Webvisions' siteAdmin Support Service is available after business hours for emergency cases. To obtain emergency support, just call at the Webvisions office at +65 6773-9387. A work order will be generated for you and followup support provided.

   Webvisions charges $400 per hour for emergency services (i.e. services rendered after business hours (9 a.m. to 6 p.m. SGT).

3. Help! My Server has hung and I am unable to restart it. What can I do?

   To reboot your server, you can send a request to support@webvisions.com with your Server ID and valid email address assigned by you. Webvisions has personnel on site 24 hours a day for emergency reboots.

4. I need Webvisions to install softwares like PHP, ColdFusion, mySQL on my dedicacted server. How can this be done?

   Yes, you need to purchase Webvisions' siteAdmin services to do it. We will also need you to send us the CD (for softwares that we do not have a trial copy, ask your Webvisions Support Staff) and valid license key for this process.

5. What happens when part(s) of my dedicated server hardware is faulty?

   Once we have identified and confirmed that a certain part of your dedicated server hardware is faulty, Webvisions will, on its best effort basis, provide replacement part at no cost to you. Replacement of parts includes CPU, Ram, Harddisk, NIC Card and motherboard. For customers who require us to help them restore their backups, install applications or databases after a server crash can sign up for system administration siteAdmin services.

6. How can I reboot my server myself?

   SSH into your server, login with your user id and password. At the prompt, type "reboot".

7. Why can't I login with my root account via telnet

   You can't telnet directly because root is by default disabled except via su. Therefore, you have to login via a normal account and at the telnet prompt, type "su root". You'll be prompted for your root password.