FAQ

Should you require any technical assistance, our support team is available 24×7 via email, phone, and live chat. Contact us.

Our Support hours are 24 hours/7 days a week. You can contact our Support team by email at support@egihosting.com or by calling phone at +1.408.228.4448 option 2.

We offer two types of remote hands services. Basic remote hands service is a free service and available to all customers offering basic technical assistance for troubleshooting server issues. Basic remote hands services are for tasks that are shorter than 15 minutes and do not require us to open any physical server. Advanced remote hands (ARH) service is available to Colocation and dedicated server customers requiring more involved support requests that would take more than 15 minutes to resolve or requires opening the physical hardware or the managing or configuring hardware inside the Colocation space.

Advanced remote hands (ARH) costs $85/hr M-F during business hours and $105/hr at all other times. We charge at 15 minute increments with a one hour minimum fee. ARH can service a wide variety of technical support tasks from racking and stacking equipment, troubleshooting hardware issues, replacing hardware components, configuring network equipment and much more. Please contact our support team with your specific service request to see if it will be covered under our ARH service.

Our Sales hours are 8:00 AM to 6:00 P.M. PST (GMT-8), Monday through Friday. You can contact our sales team by email at sales@egihosting.com or by calling us at +1.408.228.4448 option 1.

There are a few critical parameters that need to be considered before you decide on your ideal server: the number of cores required for your processor, whether your server has an upgradable memory, the SSD/SATA storage capacity to meet your growing demands, the bandwidth required (high bandwidth or routing optimization to a location, etc), and the number of IPs you require.

Our experienced Sales Team is always available to help you evaluate the colocation plan or server configuration that are best suited to your needs.

Most servers that are ordered through our website’s Instant Deploy section will be deployed within minutes if no operating system was requested and 1-2 hours if an operating system was selected. Custom hardware configurations will take 12-24 hours.

You can customize some aspects of the server plan offered when ordering through our website. Hardware customization is not available online at this time. To customize your server hardware, please contact our Sales team before ordering. Please note that servers with custom configuration requests will take 12-24 hours to deploy, depending on the availability of requested hardware changes.

Our servers are located in our privately owned data center in Santa Clara, CA. We also offer some servers in Zurich, Switzerland.

Most of our servers come with a management interface (i.e. IPMI). Once your server is ready, you will receive an email from us with your management interface IP address, username and password. If you order a server with an operating system, you will also receive the IP address and credentials needed to remotely login to your server and installed operating system.

Our privately owned data center is OpenColo and is located in Santa Clara, CA. You can see more information here.

Unlike other facilities, we include primary and secondary power circuits with all colocation cabinets. We can readily offer Single Phase 30A at 208V, Three Phase 30A at 208V, and Three Phase 60A at 208V power configurations. Other power configurations may be available upon request.

The default IP allocation per colocation cabinet is a /27 (29 usable IPs). To order additional IPs, please contact our Sales team.

Yes. While we offer our own network blend with multiple providers, you can also connect to additional networks available both on-site and in different data centers using several connectivity options we have. Please contact our Sales team for more information and availability.

We mainly offer full private locking cabinets and shared cabinet space in our facility. We can also offer custom cage space for custom builds as needed. Please contact our Sales team for more information and availability.

Yes, our data center was built with power redundancy in mind offering above industry standard 2N configuration. This means that every piece of electrical equipment in our facility has a backup unit to prevent a power failure event.

Yes, we offer 100% power SLA and 99.99% network uptime SLA with most of our Colocation plans. Some plans do not come with an SLA. Please contact our Sales team for more information.

SOC2 is a voluntary compliance standard for service organizations developed by the American Institute of CPAs (AICPA) and details how organizations should manage customer data. OpenColo currently undergoes an annual SOC2 audit to demonstrate basic adherence to security, availability, processing integrity, confidentiality, and privacy standards.

Most of our dedicated server plans are billed month on month. They can be canceled by contacting us. Additionally, hardware and bandwidth can be upgraded at any time. Colocation offers usually require longer term agreements and require the term to expire before being able to cancel service. Colocation plans can be upgraded at any time.

Some dedicated servers will have a cancel service feature located inside the billing control panel. Please login to the EGN billing control panel with your assigned username and password and click the cancel button. Your service will be canceled immediately and all data on the server will be deleted. If the feature is not available for your server inside our billing control panel, if you wish to schedule a future cancellation or if you are a Colocation customer, please contact us to cancel a service.