Rack Colocation Support

As a Rack Colocation customer, you will have access to the Data Centre 24/7.

You will be given your own keyfob and access code, which you can use whenever you need to.

Our customer portal can be found here: my.hahosting.com

From here you can access the knowledge base and review or log support tickets.

If you're viewing this FAQ from the knowledge base, we also have a Rack Colocation Support Page.

As a Rack Colocation customer, you will have your own keyfob and access codes.

As such you don't need to book a time to visit the Data Centre.

Just turn up whenever you'd like to work on something.

If you require help out of hours we are always available, however, if it is not a problem with our infrastructure you could be a charged.

To check our for know infrastrucure faults head to HAHosting Status Page which is updated within 15 minutes of a fault arising.

We are open from 08:00 until 18:00 Monday to Friday (excluding holidays), this can be check here https://www.hahosting.com/contact/

Outside of these times there will be a charge of £60 per hour for non infrastruture support.

If you still need to contact just call the main number (0114 228 0022) follow the prompts and you will be put through to the on-call engineer.

Quarter, Half and Full Racks come with a power allowance.

Any power over this allowance is charged by the kWh based on the amount used.

Our billing platform regularly takes readings from the PDUs and bills automatically each month.

Some legacy Colocation has a power allowance included but no automated readings inwhich case manual readings will be taken periodically, and billing adjusted to suit current power consumption.

Our opening hours can be found on our website's contact page.

If you are moving your server into a Quarter, Half or Full Rack you will need a few things

• Servers
• Rails
• Cage nuts
• Ethernet Cables
• Power Cables (Usually C13-C14 or in a few cases 3 PIn plug, please contact [email protected] to check if you are unsure)
• Tools

There may be other things you require but these are the basics

When you order Rack Colocation, you will be sent:

• General Welcome to HA Hosting email. This gives you some more details on us as a company as well as shows you how you can access support.
• Login details for the HAHosting Customer Portal.
• IP addresses will also be allocated automatically and can be found in the HAHosting Customer Portal.
• Purchase Confirmation  , and payment details as well as letting you know to expect more information relating to your Colocation soon via another email.
• A link to book a time for your inital visit.

You can find the latest, up-to-date information about the Data Centre and the status of our services on our Status Page.

The client functions available within the portal are:

• Service Details
• rDNS
• IP Management
• PDU reboots
• Contracts
• Request Cancelation

HAHosting Client Portal .

As a rack colocation customer, you get a daily remote hands allowance of 15 minutes.

Daily remote hands allowance is not cumulative and is not intended for regular tasks, but for investigating or fixing immediate problems that may occur.

Remote hands would not cover regularly switching your backup device on a schedule but it would cover connecting an external drive for you to perform a one-time backup.

Remote hands support is aimed at replacing hot-swap components and checking cables, visible components, and system lights it doesn't include taking your server to pieces. If you would like extra help ask, we will often be able to assist for a small charge.

The exception is If you server is offline we will do our very best to get your server back online so that you can manage it remotely, even if this takes longer than 15 minutes. e.g. Booting from an OS disc and configuring network access.

• Service Details - Basic details of when the service started, due dates, billing cycle, etc.
• Manage IP Addresses - Gives you details of your IPs, network, VLAN ID, Description or label for each IP
  • access to Reverse DNS.
• Upgrade/ Downgrade - You can easily upgrade most aspects of your service, such as power, IPs or even add more servers to your colocation.
• PDU Reboots - Remotely reboot PDUs
• Contracts - Review the details of your contracts.
• Add Extras - Add a managed firewall or A?B power to your colocation.