If you are expecting problems or difficulties of any kind,&br;
please take a look at our FAQ section before contacting our support team.
*General Information [#k7feda41]
** Where are the VPS servers located? [#k56944ec]
Our VPS servers are located in our datacenter in Tokyo Japan.

** How long does it take to set-up a VPS? [#uc520066]
As soon as we receive your order the provisioning of the VPS starts.
We will aim to have your system up and running within 3hrs.
Occasionally there may be circumstances when the provisioning may take a little longer.If your VPS has not been set-up 24hrs after order confirmation please contact our Support department.

** How many IP addresses will I have? [#o8a09c78]
Your VPS will be allocated 1 dedicated IP address.&br;
There is no option to get additional IP address.

** What softwares can I install on my virtual server?[#sd818105]
Provided you abide by our Terms & Conditions you can install whatever software you see fit.
Please note that in order to keep pricing competitive we must limit the scope of what we can give technical support on.
For this reason you are responsible for any software you install and any consequences that may arise.

**Can I use VPS comfortable in spite of unlimited bandwidth? [#n85dd73a]

We make every effort to keep our service high quality and stable so that you can use it as comfortable as possible.

** What does SSH access mean? [#d3e5fe61]
SSH access allows you to connect to your VPS using a command-line interface. You can use a terminal emulator such as [[PuTTY:]] to connect to your VPS via SSH. To do this you will need the IP address of your VPS and your login details as defined in you set-up email. Please note using SSH to connect to your VPS requires a certain level of technical competence and is more suited to advance users.

** Why do you recommend a VPS instead of a dedicated server? [#l874356d]

VPS is a good alternative to the dedicated server hosting. Virtual Private Server hosting is the level between shared hosting and dedicated hosting. VPS is a good way for learning about the dedicated server administration and management. If your shared hosting plan is too limited and you are looking for an affordable solution to dedicated server hosting, this is a real interesting alternative : Virtual Private Server is cheaper than dedicated server.

**How is a VPS different from a dedicated server? [#r6c401f3]

The VPS runs as an enclosed environment on a powerful server. The server is sliced into a number of virtual servers in such a way that does not impact the overall performance of the hardware and other virtual server environments. In all respects, save for a special kernel environment, a virtual server is just like a dedicated server.

**Do I have full control over my virtual server? [#w430b888]

Yes, of course, you would be having complete control over your server with full root access and administrative rights. You can install your own operating software (Abide by Terms and Conditions) and any other software.

**What does "10Mbps" or "100Mbps" mean on the bandwidth column at PLAN page? [#h916fa73]
It means transfer speed. means outbound traffic (upload speed) and means inbound traffic (download speed) from server (VPS) side view.

**Is the bandwidth shared or guaranteed? [#k2b29a7c]
It's shared. As you know by our plan page, this VPS service is suitable to use as "server" mainly, 
so if you want to use this VPS mainly for using inbound like proxy server, you might not be satisfied.

**Do you have a trial period? [#z1a3e250]
Unfortunately, there's no trial period. But you can order this VPS service from just 1 month.

**Do I get discount? [#lc78916c]
If you order more than 3 months, you can get discount.
Discount is only for new sign-up or add a new VPS, and not applicable for update subscription.

*Support [#sb49b537]
** What is the level of technical support will I get if I need it? [#d3e5fe61]
We place a strong emphasis on our level and quality of customer support. You can access to our support team from [[Inquiry:]] page. Each member of our support department has a sound knowledge of Internet related technologies and is capable of operating all of the products we offer.
** Do you support in Japanese, too? [#h6eb3d2a]
Yes, if you send an inquiry in Japanese, we will answer in Japanese. 

*Payment [#ca92ec39]
** What kind of payment do you accept? [#yee3723d]
Currently we accept payments by credit card (Visa and Master Card with 3D secure) in our website and Linden dollars (game money) in Second Life, as well as bank transfer to Japanese bank. Price is Japanese Yen (JPY) basis on our website and is Linden dollars in Second Life. We don't issue bills, please check with your withdrawal statement for your payment. If you would like to pay by bank transfer, please contact our [[support team:]].  

** How can I pay by Linden dollars (L$) in Second Life? [#u61699c9]
Please see this [[page:]] for more details explanation.

** Can I pay by using PayPal? [#le89c228]
Unfortunately, this service is not accepting PayPal payment directly. However, you can use PayPal to exchange Linden dollars (L$) and pay with Linden dollars (L$) at [[our shop in Second Life:]]. 

** What is the merchant name listed on my withdrawal statement? [#u37b42c3]
It's our company name "SURGESPACE Corp." (DigitalSwift is our service name). If you use debit card issued by a bank, sometimes it's "sbiberitoransu(ka" or "SBI VeriTrans Co.,Ltd." which is payment transaction company.

** My credit card payment is failed... [#d0690d09]
This service only accepts credit card payment transaction with 3D secure system provided by Visa or MasterCard
(Security program "Verified By Visa" or "MasterCard SecureCode") in order to protect your credit card and prevent fraudulent credit-card transaction. If your payment transaction is failed, please check your credit card has been supported 3D secure or contact your credit card issued company or bank.
Get more detailed information about the [[Verified by Visa:]] program and [[MasterCard SecureCode:]] page. 

*Operating Systems [#j27105c7]
** What is the default installed OS (Operating System) on my VPS? [#ed48a5f5]

CentOS 5.2 is already installed when you register a new VPS. 
You can also use Webmin, system management tool, by default.
Default webmin has the following features :

     Web Server (Apache)
     FTP Server
     SMTP Server(Qmail)
     IMAP / POP3 Server(Courier-IMAP)
     Web based email (Horde IMP)
     Database Server (MySQL)
     Database Management (phpMyAdmin)
     Scripting (Perl, PHP, Python, CGI, SSI)
     Statistics (Webalizer)

** Can I change my default OS? [#d3e5fe61]
Yes, you can install the following OS, x86 32bits or x86 64bits, on your manager page. Moreover you can install OS whatever you like by uploading ISO format files. This feature is for the first time in the VPS business field!

     CentOS 5.2 (kickstart)
     Fedora 9
     Ubuntu server 8.10
     Gentoo 2008.0
     Debian 4.0 r6
     FreeBSD 7.1

**What does the My ISO image installation mean? [#ab770902]

You can install your favorite Operating System (OS) into your VPS easily by using this function in your DigitalSwift management page.
More details information, please refer to [[How to install ISO file:]] in FAQ (wiki) page.

**Why do I have to enter a "Root password" when I install kickstart "CentOS 5.2" on the OS Installation of manager page? [#w65ff9e3]

You can login CentOs installed as a default by using a password which you entered on your signup page, however if you'd like to install "CentOS 5.2" from OS Installation of manager page, you have to enter a root password because of a security reason. Please enter "root" for login name and the password which you entered on the installation page (root password) to login your VPS after installation.

**Can I use Windows OS? [#a78b7c92]
Yes, if you install licensed Windows, you can use it. Please note in advance, Windows OS uses a lot of memory, so we recommend at least DELUXE plan to get enough memory and comfortable use. Moreover we don't recommend VALUE plan for Windows. If you install Windows with VALUE, we cannot support it whether your VPS works or not.

**When I install Window OS, installation screen requires to insert CD-ROM. [#u902417d]
Please contact our [[support team:]]. We will insert your CD-ROM ASAP. Our system ejects CD-ROM automatically when the first reboot on the installation. Windows 2008 or Windows7 is no problem, however Windows XP, Windows 2003 or old version of Windows are necessary to insert CD-ROM again during the installation.

*Connection by using VNC [#t43db145]
**Where can I get a free edition of VNC viewer? [#tc890d7e]
You can download it from [[this page:]].

**I cannot connect to my VNC [#jced6fed]
Please check whether [[Shared connection:]] is clicked on your VNC client.
In addition, if your VPS stops, you also cannot connect to the VNC, at this time, please [START] your VPS on your DigitalSwift manager page and connect VNC again.

**My VNC screen is black and no react... [#m626cfef]
In this case, please click [Restart] button of VNC and click [START] button of VPS on your DigitalSwift manager page.

**When I connect to my VPS by VNC, the screen is black... [#kaff3165]
It's because the color number of your using monitor and VNC are different. In this case, please change color level at "Colour & Encodoing" tab (if you use free edition) or turn on "Always use best available color quality" at Display tab (if you use enterprise edition) of VNC option.

**During my first login to my VPS on VNC, I can't login my VPS by using registered VPS name... [#r52d14a2]

Please enter "root" for login name and the password which you registered signup page.

**My VNC screen seems to be freezed... [#i7008023]
When you manually reboot your VPS by typing command with graphical environment, your VNC client doesn't get update anymore. At that time,
please go back to DigitalSwift manager page and click [STOP] button then click [START] button near the VNC information. Normally VNC screen will be closed automatically or displayed "Connection lost". Just reconnection to your VPS makes everything normal. >>Please see [[this page:]] for more details.

*Control panel [#u823e0a5]
**What is "Webmin"? [#d1033000]

Webmin is a web-based interface for system administration for Unix. Using any modern web browser, you can setup user accounts, Apache, DNS, file sharing and much more.
More detail information about Webmin, please refer to [[WEBMIN.COM :]].

**How can I access to Webmin for my system? [#bcc409e8]
Webmin is installed with CentOS kickstart installation by default.
Please access to the following URL on your browser.&br;
http://[Your VPS IP address]:10000/&br;
If your VPS IP address were "",
your Webmin URL is the following:&br;;
Please input "Username" and "Password" like the following
at the first time to access your Webmin URL.
Username: root
Password: registered password at your signup

*Account management [#o99ee472]
** Do you automatically backup contents on my VPS?[#d3e5fe61]
We use RAID (HDD Mirror Back-up) configuration system for our server, however we do not automatically backup each datas in your VPS. It is your responsibility to backup contents in your VPS.

**I don't have any domain name but I want to make a homepage... [#ia7168a2]
Don't worry! We provide you subdomain address for your homepage by default.&br;
Your URL is as below,&br;

http://[Your VPS Name];
If your VPS name was "abc", &br;
the URL would be;

**I'd like to change my current VPS plan to another one... What should I do? [#dd1f0e34]

We're sorry that you cannot upgrade or downgrade your using plan, please add another VPS with a plan you'd like to upgrade or downgrade from "ADD VPS" page on your manager page.

**I completely forget to update my subscription and my VPS account expired... [#je76b279]

Don't worry. If it is within 10 days after your expiration date,
you will be able to resurrect your VPS account by paying 10% of your monthly fee per a day as re-agreement charge and keeping data fee and recharge subscription fee.
For more details, please feel free to contact us.
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