Technical Support

OntheNet will provide via email a detailed “Service Details Sheet” for every new VStrata service provisioned. That document supplies the specific methods available to VStrata customers to contact OntheNet support staff 24x7x365.

For queries and support please contact us.

 

VStrata VPanel

OntheNet have custom built Version 1.0 of the VStrata VPanel, allowing customers to securely login and perform common server health checks and controls. This is part of all VStrata plans and available via all popular browsers, including those of smart phones such as iPhones and Blackberrys. Multiple authentication levels are required for access.

VPanel 1.0 provides the following for each Virtual Private Server:

1.    Remote Startup/reboot/shutdown and suspend controls
2.    Ability to view the servers screen to verify current state.
3.    Individual server features and specification
4.    Individual server performance statistics with custom charts available over selected periods
5.    A comprehensive Help section

This first screenshot shows the interface provided to view all servers each customer has. Detail of the key features and basics health statistics are shown for all servers. These basic stats will show any obvious issues such as CPU, Memory or Storage being inadequate as well as server uptime. 

NB this screenshot has had IP # and hostname removed for security purposes.

 

This VPanel screenshot shows an example of the interface available for each individual server. OntheNet will continue to add features to this VPanel interface as the product is enhanced. Note there are multiple steps involved in shutting down / restarting the server to minimise accidental clicking.

 

 

Frequently Asked Questions

Q. Why do I have two Usernames and Passwords to access my VPS?

A. Customers get admin access to the VPS environment via the Secure Remote Access features which is one Username and Password. The second username and password are Administrator access to the Operating System login.

Q. How do I know if my VPS is not operating correctly when troubleshooting?

A. Customers have the option of logging in to the VStrata VPanel to check the basic health of their server and select reports showing a range of performance over the last hour/day/week/month. Any web browser supports VPanel access including the iPhone and Blackberry browsers. All VPS services are monitored by OntheNet 24x7 and an SMS alert will be automatically sent to the technical contact supplied in the event that server unavailability is detected. No SMS would indicate an Operating System or Application fault instead.

Q. Why do I have both a Pager number and Technical Support phone number on the Service Details sheet?

A. The Technical Support phone number is best for general technical support and questions during OntheNet technical support hours. The pager number is for use after hours, or to escalate urgent faults at any time.