Frequently Asked Questions







General FAQ

  • Unlike web hosting, a dedicated server is not shared. If you require a separate environment and dedicated performance at the same time, but you do not want to take care of the server, choose a managed server. Moreover, for managed servers we also provide 24x7 surveillance and proactive troubleshooting. Cloud servers can provide you dedicated performance and high availability at the same time. Reasons for your own server are summarized here.

  • The main difference is in the server management, called the administration. For a dedicated server, only operating system installation is included in the price. You have to take care of any additional software, backup, updates, etc. If you want to get rid of this responsibility, a managed server is a better choice for you. The main advantage of managed servers, in addition to the administration, is also monitoring by our 24x7 surveillance system and proactive troubleshooting if necessary. The service also always includes managed backup of server data to our backup servers.

  • The server is managed by a professional administrator who solves all problems for you. We monitor servers 24 hours a day and proactively respond even to unexpected situations. The service also always includes managed backup of server data to our backup servers.

  • You can choose from a total of three types of backup. You can find their detailed descriptions on the Backup page.

  • Availability Monitoring is an additional service, which is, however, together with proactive response automatically included in every managed service, such as the managed server. We can monitor all kinds of services running on the server, from www to the RAID array. We offer the option to set notifications to the customer - email, jabber, sms, and add a note according to which our support will respond. Any changes in the setting of monitoring will be performed by our administrators at the customer's request.

  • Our network runs on Cisco technologies with a fully redundant architecture. We use branded HP and Dell servers.

  • The customer can reboot from the CIS, which for a physical server means turning the IP socket on/off. VPS is rebooted using a script. If you need a so-called "soft reset" from the keyboard on a physical server, you must contact our technical support (you can use KVM over IP).

  • We deal with DoS (Denial of Service) individually by selective filtration on our side. Managed servers are updated and monitored at regular intervals.

  • Backup is automatically included in all managed services. For any other services, but even if you do not yet have any services with us, we offer you different types of backup. For more information about the backup options, see Backup.

  • We monitor managed servers automatically, the customer is informed by our support in the event of service failure. And it does not end with monitoring; we respond to problems 24x7 and address them proactively. For other servers it is an additional service which we set up at the customer's request.

  • We guarantee to intervene within one hour. It rather depends on the complexity of the problem, but we focus on our ability to perform technical service at any time and in the shortest time possible.

  • Regarding the purchase, the warranty is according to the guarantee bought from the manufacturer. In case of lease, it is always for the duration of the contract.

Technical Questions

  • For a dedicated server, a superuser account is always set for the customer, which also allows access to the out-of-band server management card. iLO for HP and iDRAC for Dell.

    For managed servers, only user accesses via ssh or ftp are configured, but root rights are not set up for the customer.

  • Everything depends on our agreement. On Linux servers, we install the selected SSH operating system by default, or possibly Apache, MySQL and PHP, and other software according to the customer's needs.

  • RAID is a technology for increasing data availability. It is neither backup nor data protection. This is done by disk content mirroring. The content is simultaneously recorded on two disks. If one disk fails, its copy is immediately available and can be used. The reading speed is significantly increased because reading occurs from several disks simultaneously. On the other hand, writing can be slower because the same data is saved on two disks. This technique considerably improves data security and helps to protect data against loss due to hardware failure. The disadvantage is the need for double the storage capacity. (See en.wikipedia.org/wiki/RAID)

  • We offer the possibility of VLAN. Each server must have 2 network cards, one of which leads to the Internet and the other to its VLAN which is used only for internal communication between the servers. Another option is making a direct cable connection or defining a private VLAN on one physical dot1q trunk port.

  • If you want to increase the number of IPs, please contact your sales representative who will offer you the current price and arrange the allocation of IP addresses. With the Server Housing service you are entitled to 8 IP addresses for free.

  • The HW can be upgraded according to your requirements and the technical specifications of the server. Please contact your sales representative.

  • We offer both DNS resolver, as well as two independent DNS servers to run customer domains. Both services are free of charge, as additional to other services. DNS services can be set up through the CIS.

  • Yes. On your servers, you can run your own DNS, or use our DNS servers for free.

  • We offer lease and configuration of firewalls in various configurations and with different performances. Currently they are the FortiGate firewalls by FortiNet, both in the physical and virtual versions. For a specific question, please contact your sales representative.

  • On managed servers, we install only the CentOS Linux distribution or Windows 2012R2. On dedicated servers, we install OS according to the customer's needs, among other things we can supply any server operating system from Microsoft. For more info, see Operating Systems.

  • Yes, in another network. Domains are added to the backup MX configuration through the Mail Server service in our Client Information System (CIS).

  • For more information about this issue, see the "Requirements for Sending Bulk Email" document. You can find it in Documents.

  • Yes, throughout the network. We provide prefixes of length /48 to individual customers. Of these prefixes then /64 to the server.

  • Yes, the one time installation fee is CZK 1,500.

  • Yes, but only for IPv6. It is no longer possible to arrange PI ranges for IPv4, since the RIPE assigns IPs from the last /8 prefix and this assigning is governed by special rules which no longer allow obtaining of PI IPv4 ranges.

  • Yes, on the iSCSI technology (connection via 10GbE).

Connectivity Questions

  • For services with housing:

    • Master Internet Data Center Brno Cejl street
    • Master Internet Data Center Prague 4D Kodask street

    For services without housing (connectivity):

    • Telehouse CeColo Prague (former Sitel)
    • GTS THP (Telehouse Prague)
    • Bratislava SIX (Technical University Bratislava)
  • We operate our own network with direct peering with most major providers in the Czech Republic. We are connected to the NIX peering centre, to SIX in Slovakia, and in Brno we run our own CBIX centre. Transit connectivity is drawn from different providers, for details see Master Internet Network.

  • Yes, we do. We can offer you connectivity with a data limit, without a data limit, or using the 95 percentile billing method.

  • This method is based on the principle that samples of the current customer speeds are collected in five minute intervals and at the end of the month, these samples are ranked according to the drawn speed. 5 % of the fastest speeds are "deleted", as if forgiven, and the customer pays for the subsequent fastest speed that was drawn. The advantage is that the customer has a high speed, but pays only for what is really drawn.

  • By default, each server has a guaranteed bandwidth according to the contract.

  • Our backbone network is based on 10GE technology (10 Gbit Ethernet). Connections are formed by either one or more 10GE lines. The current connection capacity to foreign countries is provided by several independent 10GE lines. For transfers within the Czech Republic we have 2x10GE connection to the NIX peering centre. For transfers to Slovakia we use a separate 10GE port in the Slovak SIX peering centre. On top of that, we have direct peering connections to large networks in the Czech Republic (Telefonica O2, UPC, and others).

  • Data plans are divided into two categories. With unlimited transfer and limited bandwidth to individual geographical locations - the Czech Republic, Slovakia, and the rest of the world, and data plans with unlimited bandwidth, but counted transferred data to individual geographic locations. Transfer statistics are available in our Client Information System (CIS).

  • All access points are connected to our network from at least two different directions to ensure high availability. In case of failure of one of the lines, the traffic will be automatically redirected to a backup connection.

  • For counted data plans, the volume of transferred data is measured trough the Netflow export from our backbone routers. Transfers between servers within our network are not included in the volume of transferred data.

Business Questions

  • The payment options are as follows: bank transfer, standing order, direct debit, credit card or PayPal.

    Billing is on a monthly basis with an optional payment period of several months. For semi-annual and longer payment periods you will receive a discount. The invoice is issued in advance and the first invoice is issued on the day of launching the service with regard to the number of operating days in the given month.

  • Setup fees are individual and depend on how demanding the installation is. Nevertheless, usually there are no setup fees.

  • We are not concealing any fees from our customers. All prices are public and will be stipulated in the contract.

  • Yes, such discounts are individual. We also offer a discount for a longer period than the monthly payments (2 % for semi-annual, 5 % for annual payments).

  • Contact your sales representative, who will discuss the new service and the new terms of payment with you and prepare an amendment to the contract. You will also arrange the date of transferring the existing service to the new service together.

  • Yes, contact one of our affiliate sales representatives for more information.

  • It depends on the type of service; it can be a matter of hours for basic services, or even weeks with more complex services (such as Cluster solutions).

  • You can find the Terms and Conditions on our website here.

  • Yes, SLA is chosen individually according to the type of service and the specific security. In case of cloud hosting, the standard guaranteed availability is 99.99 %.

  • Please contact your sales representative or technical support as soon as possible, so that the problem can be resolved. You will find the contact details here.

  • With us you can run anything that is in accordance with the laws of the Czech Republic.

  • The term of the contract is individual and depends on the type and volume of services.

  • Unfortunately, it is not possible to provide any of our services for less than one month. However, it is possible to lease the Live Server service where you pay only a small fee for reservation of performance and then pay for the real usage of computing resources. It means that you do not pay for the time when you are not using the server.

  • Support is free. You pay only for technical work or interventions at the level of system administration, and their price depends on how time consuming they are.

  • Apart from exceptional individual cases, we set up services during working hours.

The right place for your data

OUR DATA CENTERS ARE LOCATED IN PRAGUE AND BRNO