Pre-Sales Questions

Get your answers before you buy

faq

Welcome to Pre-Sales Questions

You can find answers to almost any question here

Contract & Payments

Is it possible to try out your service?

Of course! We will be happy to let you try us out and compare us with other providers.

Simply contact us and let us know your reason to try our services and we are going to set you up an account where you can create your own virtual servers. For security reasons, we allow up to 24 hours for all trials.

When I will receive my virtual datacenter?

As soon as you pay the invoice for the resources you buy, your virtual datacenter is created immediately.

Then you can simply login to your client area and create your virtual servers.

How are your products invoiced?

Our products are normally invoiced in advance on a monthly basis.

What payment methods do you support?

We support Paypal and Credit/Debit cards.

Can I upgrade/downgrade my resources?

Sure, you can downgrade/upgrade your resources at any time on your client area.

When can I cancel?

You can cancel the service at any time. Our contract is month-to-month.

Refunds?

You can ask for a refund if you are not 100% satisfied with our services in 7 days.

Cloud Servers

How stable are your virtual servers?

Your virtual server is hosted on a fully redundant cloud infrastructure. The server nodes are robust, stable Supermicro and HP servers with dual six-core Xeon CPUs 64 to 128GB of RAM.

How secure is my data?

The data on your virtual servers is stored on a stable Storage Area Network (SAN) with dual power supplies. The information is copied to different hard drives, so no problems will occur, even if several drives fail (a RAID 10 set-up). Hot-swappable drives are standing by in case of an HDD failure.

Your data is also backed up daily on our backup servers.

Which OS distributions are available?

We offer the recent, stable versions of the most popular Linux OSs (CentOS, Ubuntu and Debian) and Windows distributions (Windows Server 2008 web, standard and enterprise).

What virtualisation techniques do you use and why?

We use Linux KVM with VirtIO drivers to ensure the best stability and performance.

How much CPU capacity is available for my virtual servers?

We do not set limits on CPU cycles. You are free to use of the CPU cores you have

How is the available hard drive access distributed?

We do not set any limits on IOPS or place any other restrictions on hard disk access. We just make sure that there is enough capacity, for example by only using disk drives partially.

How many virtual servers are on a machine?

Our machines have 32 to 128 Gigabytes of RAM. Roughly one third of this memory capacity remains unused in order to be able to absorb individual usage scenarios. The average virtual server has a memory of around 2 Gigabytes; so in practice there are between 20 and 45 virtual servers on one machine.

Could I experience problems from other VPSs on the same server?

We use Linux KVM, which means you actually have exclusive use of your allotted RAM and hard disk space. Access to the hard drive and CPU are distributed across multiple virtual servers. However, for this reason, we maintain ample overcapacity and our systems are also constantly monitoring to ensure that you experience nothing but top performance.

Network

How I can test your network speed?

Test IP: 64.79.111.3
Test File: http://64.79.111.3/128mbfile.dat

What is your guaranteed uptime?

We have too much experience with the real world to guarantee 100% uptime. What we do guarantee is that our cloud hosting system features maximum redundancy and that we will deal with problems with extreme swiftness and expertise.

As an additional assurance for our customers, we have a 99.9% uptime guarantee (exclusive of maintenance).

We measure our network's uptime from multiple locations. We offer refunds with the following table:

Uptime between 99.89% and 99.8% - 10% of your invoice
Uptime between 99.79% and 99.7% - 20% of your invoice
Uptime between 99.69% and 99% - 50% of your invoice
Uptime below 98.99% - 100% of your invoice.

How stable is your network?

Our network is designed with total redundancy in mind. We have multiple 10GE BGP network which ensures high availability.

What data centres do you use?

We use Continuum Datacenters in Chicago, IL.

How are my traffic usage and traffic limit calculated?

We sum up all of the actual data traffic in a particular calendar month and compare it to the sum of all of your VPS limits. If a VPS increases, decreases or is terminated during the month, then we will prorate the relevant limit for that VPS for the month in question.

What happens if I go over my data limit?

We will notify you immediately if this occurs. You can then purchase additional data or reduce your traffic. Purchasing data capacity after-the-fact is twice as expensive as purchasing it in advance. However, if the consumption is not structural, we will in practice often credit the invoice.

Support

How and when can I get support?

We believe in full customer satisfaction. We offer ticket and live chat based support 24/7/365 around the clock.

How does Cloudive access my virtual servers?

We can only access to your virtual servers when you want us to by providing root or Administrator password.

How can I protect myself from spam?

Most of our customers block spam using a spam filter on the virtual server itself. This method gives you the most control. Please contact us for further information.

Legal

How does Cloudive deal with privacy?

We take your privacy seriously. We will not search, analyse or store any data except in connection with your service or optimisation of our technology. In the latter case, we will make the data anonymous. For more details see the General Terms and Conditions.

How do you deal with legal requests and requirements?

We will never comply with legal requirements from government authorities or third parties without good cause. We only disclose data or bring facilities offline if required to do so by law or by court order.

Which government authorities can request my data?

Only US law or a US court can obligate us to disclose information, and we will only do so if forced to do so. This stands in marked contrast to US companies, for example, who are required to share data with the US government at all times, regardless where in the world your data is located.

Can I migrate my data easily if I need to?

We guarantee that we will provide your data in an industry accepted format whenever you want.

Can I host legal adult content?

Yes, you can.

About Cloudive

How old is your company?

Cloudive is a new company. However all the company partners have years of experience in Web Hosting Industry.

How can you provide redundant virtual servers at such low prices?

Because we can! We use the open-source virtualisation program Linux KVM and we have developed our cloud management software ourselves. This means that we do not pay any excessive licensing fees to commercial providers.

Moreover, we are smart when purchasing our hardware. We would rather buy two normal Supermicro or HP machines which can automatically cover each other’s workloads than a high-priced solution which is not yet fully redundant. Furthermore, thanks to our scale, we can purchase hardware and software cheaply.

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