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Q. What is the difference between a managed and an unmanaged dedicated server?
A. A managed dedicated server is the perfect solution for the client that prefers to focus on their business, instead of their web server. With all Cool Piranha managed dedicated servers, our experienced technicians provide the knowledge and expertise of maintaining your web server. Some of the features include: security updates, server patches, software updates, server health monitoring, 2 hours administrative service and general server maintenance.

An un-managed dedicated server offers the same basic features as a managed server at a reduced rate. With an un-managed server we provide storage, reboots, physical security of the hardware, failed hardware replacement and bandwidth, however additional consulting or support will incur extra charges. We will however, support anything hardware or network related. The following is not covered in our support: Any third party software including but not limited to: Control Panel Support, billing software, Scripts etc. Consultation or work requested for third party scripts or software will be billable at $60 per hour with a minimum of 15 minutes.

Q. Do you offer support or consultation on an unmanaged server?
A. We provide storage, reboots, physical security of the hardware, and bandwidth, however additional consulting or support will incur extra charges of $60 per hour.

Q. What are your set-up fees for a dedicated server?
A. Set up is free unless otherwise stated or agreed (depending on complexity of the solution required).

Q. Can I create a custom service package?
A. Sure, just contact us for a custom quote.

Q. I notice that each managed support option comes with an allotted amount of administrative services. What kind of work can I submit using this service?
A. You can use your administrative service hours for general work such as domain additions and removals, routine mail maintenance, basic script installs, modules, MySQL databases, Crontabs, general inquiries, basic security questions, general consulting and troubleshooting. Administrative service does not include, 3rd party program/script installs, or extensive 3rd party script/program troubleshooting.

Q. What happens if I have a managed service package but exceed my allotted hourly support package?
A. If you exceed your allotted time in any given month, additional support will be charged at $60 per hour with a minimum of 15 minutes.

Q. What is difference between virtual/shared vs. dedicated hosting?
A.Virtual (or Shared) vs. dedicated hosting can most easily be compared to living in an apartment versus living in a house. An apartment provides a living space containing several units under one roof that is cost-effective, low-maintenance and secure with all the “hassles” taken care of by the management company. Whereas, a home provides larger space, but also has larger payments, insurance, risk, and update cost.

Cool Piranha's virtual solution hosts web sites on a powerful, professionally managed server array, at a low monthly cost with ultra fast dedicated connections using our revolutionary hosting architecture. Our facilities are perfect for either beginners or experienced web designers. However, if you are in need of:

• Large amount of disk space or email storage
• High bandwidth content or streaming media provision
• Using or providing custom software and databases
• The hosting of multiple sites in one location

then check out our Dedicated Server Solutions.

Q. Is Dedicated hosting the solution for me?
A. Dedicated servers provide a simple solution to a wide range of Internet needs. They also allow you to maximize your return-on-investment through a lease, rather than own, arrangement. By leveraging the speed, space, technology and security of Cool Piranha's data center, you put yourself in a position to succeed when you are in need of:

• Large amounts of disk space or email storage
• High bandwidth content or streaming media provision
• Using or providing custom software and databases
• The hosting of multiple sites in one location

Irrespective if you are in the United States, the EU or elsewhere our dedicated server and bandwidth solutions are ideal for a low-cost, yet high-speed web presence despite the location of your target market. You can opt to have your dedicated server managed or unmanaged.

Q. Can I carry my administrative service hours over to the next month if I do not use them all in one month?
A. No, the monthly allotment does not carry over to the next month.

Q.Why should I choose Cool Piranha?
A. Many companies have chosen COOL PIRANHA as their Hosting partner. Why? Because in changing times Cool Piranha provides a safe choice for many organisations through:

1. Complete “End to End” Skills:
Given the industry changes over recent years, Cool Piranha's end-to-end range of skills coupled with our knowledge of the hosting industry provides the key to any successful partnership with our customers. Whether it's designing a high performance Gigabit backbone or the configuration / set up and installation of Cluster systems Cool Piranha is able to deliver. Our new data centre represents a huge investment by Cool Piranha not just for ourselves but for our partners. We want you to be housed in a data centre that forms part of the backbone of the internet that will always be state of the art technology. Cool Piranha's team is second to none in terms of industry knowledge from both an operations and applications standpoint, and that expertise has always been available to our clients. We are not just a hosting company, but one that when asked technical questions on applications, invariably delivers answers when other hosting companies would not even have a clue.

2. Proven Track Record:
Cool Piranha works on a continual “partner” basis with our customers to help them achieve the best solutions within their available budget constraints. We can point to many examples when, time and time again, Cool Piranha has delivered and worked through the night to resolve problems or offer to you solutions for the future.

3. Total Customer Services Orientation:
First and foremost, Cool Piranha is a customer services company. Customer care is not an afterthought it's the foundation of everything we do. Customer satisfaction is the key metric for the business. Our goal is to exceed customer expectations, by focusing on the “how” we do it, rather than the “what” we do on a daily basis, although what we do is also a key focus. Because we strive to gain a partnership relationship with our clients, we understand the impact to your business when systems or technology fails, and we work relentlessly to put things right on a 24.7 basis when other companies have “skeleton” technical support and wont be able to do anything till 9am Monday morning, Cool Piranha will be there and we have proven this to be the case, ideally, events that cause critical problems are mitigated, by now working with you to understand your hosting needs, we aim to deliver you a solution that shall mitigate critical events, however, it must be understood that the more investment made, the more robust the solution will be. It is a false “economy” to have a successful web presence but not invest into the technology solution behind it.

4. Environmental Systems:
Our Environmental Control System is maintained at 70 degrees (+/- 2 degrees) and 50 percent humidity (+/- 5 degrees) and uses redundant (N+1) Data Aire - Air-Cooled HVAC. In some cases we may be able to install additional perforated tiles for you. Customers must involve Cool Piranha Hosting Operations for any floor tile removal/installation.

DataTrax Foreseer¢ is used to monitor temperature and air samples. This system combines software technology, data acquisition strategies and professional services to provide the specialized, proactive tools needed to help maintain 24x7x365 uninterrupted availability and monitoring for mission critical operations.

5. Fire Protection Systems:
Fire protection includes VESDA early smoke detection system, FM-200 gas-based fire suppression system, and double pre-action dry pipe fire suppression system.

7. Power:
Power is received via redundant Power Distribution Units (PDUs). This provides your mission-critical operations a supply of clean, conditioned AC power.

If the power is interrupted, all racks are automatically switched to multiple (N+1) redundant Powerware 500kVA Uninterruptible Power Supply (UPS) systems. Each UPS operates in hot-synch parallel. In additions we have spare capacity in both UPS power and non-UPS power. Each UPS module has its own DC battery bank with sufficient capacity to sustain the facility, HVAC, and other systems for up to 15 minutes (on full capacity load).

In case of a power outage the UPS provides battery power until the Automatic Transfer Switch (ATS) switches over to multiple redundant 2-Megawatt Caterpillar Diesel Generators (this usually takes less than 15 seconds). All HVAC units, life safety, and general-purpose loads are also tied to the generator. Additional diesel fuel is stored on site to ensure a minimum of 72 hours of operation at full load. We have contractual arrangements with multiple vendors to ensure that the generator is refuelled and serviced as necessary. Diesel generators are maintained and tested bi-weekly. The actual schedule varies per facility.

8. Data Center LAN Topology:
COOL PIRANHA Hosting has a fully redundant topology with no single point-of-failure.

9. Support Escalation
Cool Piranha operates the following management escalation process:

The purpose of the escalation process is to ensure that we are doing everything possible within our organisation to resolve the support incident in a timely and appropriate manor. This obviously includes escalation's to manufactures own support and development groups where necessary. In general the latter occurs due to a bug or bugs in a version of hardware, software or firmware.

Please note, these are guidelines and we use the ticketing system so that we can monitor the time take to initially acknowledge the ticket, complete the task requested and gain closure of the ticket by “resolving” – a process where we leave a ticket “open” until it is confirmed that the event has been resolved.

Contact the Cool Piranha Hosting Support desk to discuss further options.



HOSTING PLANS: Virtual Hosting Virtual Private Hosting Dedicated Hosting BUSINESS ENTERPRISE: High Powered Hosting Co-Location Hosting Dynamic Image Servers Helix / Real Servers Custom Hosting Solutions Reseller Opportunities Bandwidth Supply ADDITIONAL SERVICES: Domain Name Registration Data Backup Solutions Eclipse Billing Solutions SUPPORT Query Knowledge Base Online Tutorials Ticketing Login Ticketing System FAQs Admin Panel Login Reseller Login Live Chat WORLD CLASS DATA CENTERS + SECURITY: No D.I.Y Set-Ups Industry Standard Hardware Guaranteed Internet Backbone No Peering Access 190 Tier1 Providers Fiber Gigabit Connections Remote Rebooting Total Network Security Data Security Total Redundancy Intelligent Routing 24.7.365 Monitoring US + UK Support Staff 24.7.365 On Site Security	SUPPORT \| SALES / BILLING FAQs HOME Q. What is the difference between a managed and an unmanaged dedicated server? A. A managed dedicated server is the perfect solution for the client that prefers to focus on their business, instead of their web server. With all Cool Piranha managed dedicated servers, our experienced technicians provide the knowledge and expertise of maintaining your web server. Some of the features include: security updates, server patches, software updates, server health monitoring, 2 hours administrative service and general server maintenance. An un-managed dedicated server offers the same basic features as a managed server at a reduced rate. With an un-managed server we provide storage, reboots, physical security of the hardware, failed hardware replacement and bandwidth, however additional consulting or support will incur extra charges. We will however, support anything hardware or network related. The following is not covered in our support: Any third party software including but not limited to: Control Panel Support, billing software, Scripts etc. Consultation or work requested for third party scripts or software will be billable at $60 per hour with a minimum of 15 minutes. Q. Do you offer support or consultation on an unmanaged server? A. We provide storage, reboots, physical security of the hardware, and bandwidth, however additional consulting or support will incur extra charges of $60 per hour. Q. What are your set-up fees for a dedicated server? A. Set up is free unless otherwise stated or agreed (depending on complexity of the solution required). Q. Can I create a custom service package? A. Sure, just contact us for a custom quote. Q. I notice that each managed support option comes with an allotted amount of administrative services. What kind of work can I submit using this service? A. You can use your administrative service hours for general work such as domain additions and removals, routine mail maintenance, basic script installs, modules, MySQL databases, Crontabs, general inquiries, basic security questions, general consulting and troubleshooting. Administrative service does not include, 3rd party program/script installs, or extensive 3rd party script/program troubleshooting. Q. What happens if I have a managed service package but exceed my allotted hourly support package? A. If you exceed your allotted time in any given month, additional support will be charged at $60 per hour with a minimum of 15 minutes. Q. What is difference between virtual/shared vs. dedicated hosting? A.Virtual (or Shared) vs. dedicated hosting can most easily be compared to living in an apartment versus living in a house. An apartment provides a living space containing several units under one roof that is cost-effective, low-maintenance and secure with all the “hassles” taken care of by the management company. Whereas, a home provides larger space, but also has larger payments, insurance, risk, and update cost. Cool Piranha's virtual solution hosts web sites on a powerful, professionally managed server array, at a low monthly cost with ultra fast dedicated connections using our revolutionary hosting architecture. Our facilities are perfect for either beginners or experienced web designers. However, if you are in need of: • Large amount of disk space or email storage • High bandwidth content or streaming media provision • Using or providing custom software and databases • The hosting of multiple sites in one location then check out our Dedicated Server Solutions. Q. Is Dedicated hosting the solution for me? A. Dedicated servers provide a simple solution to a wide range of Internet needs. They also allow you to maximize your return-on-investment through a lease, rather than own, arrangement. By leveraging the speed, space, technology and security of Cool Piranha's data center, you put yourself in a position to succeed when you are in need of: • Large amounts of disk space or email storage • High bandwidth content or streaming media provision • Using or providing custom software and databases • The hosting of multiple sites in one location Irrespective if you are in the United States, the EU or elsewhere our dedicated server and bandwidth solutions are ideal for a low-cost, yet high-speed web presence despite the location of your target market. You can opt to have your dedicated server managed or unmanaged. Q. Can I carry my administrative service hours over to the next month if I do not use them all in one month? A. No, the monthly allotment does not carry over to the next month. Q.Why should I choose Cool Piranha? A. Many companies have chosen COOL PIRANHA as their Hosting partner. Why? Because in changing times Cool Piranha provides a safe choice for many organisations through: 1. Complete “End to End” Skills: Given the industry changes over recent years, Cool Piranha's end-to-end range of skills coupled with our knowledge of the hosting industry provides the key to any successful partnership with our customers. Whether it's designing a high performance Gigabit backbone or the configuration / set up and installation of Cluster systems Cool Piranha is able to deliver. Our new data centre represents a huge investment by Cool Piranha not just for ourselves but for our partners. We want you to be housed in a data centre that forms part of the backbone of the internet that will always be state of the art technology. Cool Piranha's team is second to none in terms of industry knowledge from both an operations and applications standpoint, and that expertise has always been available to our clients. We are not just a hosting company, but one that when asked technical questions on applications, invariably delivers answers when other hosting companies would not even have a clue. 2. Proven Track Record: Cool Piranha works on a continual “partner” basis with our customers to help them achieve the best solutions within their available budget constraints. We can point to many examples when, time and time again, Cool Piranha has delivered and worked through the night to resolve problems or offer to you solutions for the future. 3. Total Customer Services Orientation: First and foremost, Cool Piranha is a customer services company. Customer care is not an afterthought it's the foundation of everything we do. Customer satisfaction is the key metric for the business. Our goal is to exceed customer expectations, by focusing on the “how” we do it, rather than the “what” we do on a daily basis, although what we do is also a key focus. Because we strive to gain a partnership relationship with our clients, we understand the impact to your business when systems or technology fails, and we work relentlessly to put things right on a 24.7 basis when other companies have “skeleton” technical support and wont be able to do anything till 9am Monday morning, Cool Piranha will be there and we have proven this to be the case, ideally, events that cause critical problems are mitigated, by now working with you to understand your hosting needs, we aim to deliver you a solution that shall mitigate critical events, however, it must be understood that the more investment made, the more robust the solution will be. It is a false “economy” to have a successful web presence but not invest into the technology solution behind it. 4. Environmental Systems: Our Environmental Control System is maintained at 70 degrees (+/- 2 degrees) and 50 percent humidity (+/- 5 degrees) and uses redundant (N+1) Data Aire - Air-Cooled HVAC. In some cases we may be able to install additional perforated tiles for you. Customers must involve Cool Piranha Hosting Operations for any floor tile removal/installation. DataTrax Foreseer¢ is used to monitor temperature and air samples. This system combines software technology, data acquisition strategies and professional services to provide the specialized, proactive tools needed to help maintain 24x7x365 uninterrupted availability and monitoring for mission critical operations. 5. Fire Protection Systems: Fire protection includes VESDA early smoke detection system, FM-200 gas-based fire suppression system, and double pre-action dry pipe fire suppression system. 7. Power: Power is received via redundant Power Distribution Units (PDUs). This provides your mission-critical operations a supply of clean, conditioned AC power. If the power is interrupted, all racks are automatically switched to multiple (N+1) redundant Powerware 500kVA Uninterruptible Power Supply (UPS) systems. Each UPS operates in hot-synch parallel. In additions we have spare capacity in both UPS power and non-UPS power. Each UPS module has its own DC battery bank with sufficient capacity to sustain the facility, HVAC, and other systems for up to 15 minutes (on full capacity load). In case of a power outage the UPS provides battery power until the Automatic Transfer Switch (ATS) switches over to multiple redundant 2-Megawatt Caterpillar Diesel Generators (this usually takes less than 15 seconds). All HVAC units, life safety, and general-purpose loads are also tied to the generator. Additional diesel fuel is stored on site to ensure a minimum of 72 hours of operation at full load. We have contractual arrangements with multiple vendors to ensure that the generator is refuelled and serviced as necessary. Diesel generators are maintained and tested bi-weekly. The actual schedule varies per facility. 8. Data Center LAN Topology: COOL PIRANHA Hosting has a fully redundant topology with no single point-of-failure. 9. Support Escalation Cool Piranha operates the following management escalation process: The purpose of the escalation process is to ensure that we are doing everything possible within our organisation to resolve the support incident in a timely and appropriate manor. This obviously includes escalation's to manufactures own support and development groups where necessary. In general the latter occurs due to a bug or bugs in a version of hardware, software or firmware. Please note, these are guidelines and we use the ticketing system so that we can monitor the time take to initially acknowledge the ticket, complete the task requested and gain closure of the ticket by “resolving” – a process where we leave a ticket “open” until it is confirmed that the event has been resolved. Contact the Cool Piranha Hosting Support desk to discuss further options.	24.7.365 CUSTOMER SUPPORT TEAM +1-866-266-5747 +44-870-068-2751 ONLINE TUTORIALS / DEMO CENTER

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