Frequently Asked Questions

 

Users are requested to read the FAQ section thoroughly as most of the queries are solved via FAQ Section itself, and does not require additional support.

1. Pre-Sales Issues

What projects and/or materials cannot be hosted on EuRDP servers?

IRC servers and clients

It is prohibited to host IRC. Moreover, our port 6667 is closed. This is due to the fact that this software is often used to control botnets.

Adult content, erotic and porn

It is prohibited to host erotic and porn materials of any kind. The prohibition reasons:
1. Unconformity to the proprieties.
2. Violation of ethnic and moral standards.

Fraudulent software and projects

• phishing
• spamming
• grabbing
• botnets
• card sharing
• message submitters
• other purposes that are contrary to legal activities on the Internet.

Also banned are the projects that:

• are related to financial pyramids or have any of their peculiaritie.;
• related to financial activities that haven’t been licensed and is prohibited in the country.

The prohibition reason is violation of the current legislation by such software and materials.

Torrent Clients and Trackers

It is prohibited to host on VPS:

• torrent clients, trackers and other p2p file sharing services.
• DC ++ clients and servers; file, video and photo repositories.
• download clients; file sharing services.
• stream projects.
• other resources consuming high traffic volume.

The prohibition reason:
1. Consumption of high traffic volume.
2. Copyright holders often complaint about such services and content.

Proxy, VPN, TOR type services

It is prohibited to host both on VPS and on the dedicated servers:

1. open proxy;
2. open VPN;
3. open DNS resolver;
4. other services that have public, paid or private access and serve as additional means for performing illegal activities on the Internet

The prohibition reason is that these means are often used by lawbreakers and fraudsters.

Hacking software

It is prohibited to host on VPS and the dedicated servers:

• network scanners;
• proxy checkers;
• other similar software.

The prohibition is due to the fact that such software is used to perform hacking attacks.
Attention! In case we find such software on the server or receive a complaint about attack on external resources:

1. You will be disconnected from the server immediately.
2. We tear up th

Unlicensed materials

It is prohibited to store links to unlicensed software and content on VPS and the dedicated servers, including when the files are not hosted on the Client’s server.
The prohibition is due to:

1. Violation of the current legislation.
2. Frequent complaints from copyright holders.

Game servers on VPS (virtual private servers)

It is prohibited to host any game servers on VPS/VDS.

The prohibition reason: game servers are subject to constant DDoS attacks and these attacks on VPS have negative affect not only on operating process of the machines where they are located, but on neighboring servers as well.

Cryptocurrency mining related software (BitCoin, etc.)

It is prohibited to host any cryptocurrency mining related software (LiteCoin, BitCoin, etc.) on VPS and the dedicated servers.

The prohibition is due to the fact that this software increases equipment deterioration, thus speeding up the breakdown of the server main components.

Gambling

It is prohibited to host gambling services (of any kind) on ​​VPS and the dedicated servers, including associated affiliate programs. The prohibition is due to the fact that such services are often used for fraud or financial pyramids.

HYIP

It is prohibited to host HYIP related projects on ​​VPS and the dedicated servers, including affiliate programs, monitorings, etc. The prohibition reason: HYIPs (High Yield Investment Programs) are projects that pose as investment funds. However, in fact it is a fraudulent scheme where investors are guaranteed high yield with zero risk level. IN nature, HYIP resembles a financial pyramid, since “profit” is paid out of the funds invested by new investors.

TDS

It is prohibited to use VPS for hosting traffic distribution systems (TDS).
The prohibition is due to:

1. A large number of complaints about such systems’ content.
2. Overload of the network equipment.

 

Pharmaceutical products

It is prohibited to use VPS and the dedicated servers for hosting pharmaceutical websites that has no license for selling pharmaceutical goods.
The prohibition is due to the fact that it is illegal to sell and distribute unlicensed pharmaceutical products.

Financial pyramids

It is prohibited to use VPS and the dedicated servers for hosting projects that:

• are related to financial pyramids or have any of their attributes, including steam lotteries, csgo-jackpot resources and others;
• related to financial activities performed without obtaining permissions and licenses.

The prohibition is due to the fact that such projects are direct or potential frauds.

What will happen to my server in case it is subject to DDOS attack?

In case an attack density exceeds PPS (packets per second), we will immediately block the server with no right to unblock it. In future the work can be resumed from a physical private server only.

If a client’s private server is under attack

It automatically terminates its work during the attack period. It resumes work immediately after the attack.

You should remember

• If UDP protocol is used for the attack (in our company, it is mostly used for operating the DNS panel), we don’t switch off the server, but block UDP traffic only.
• If powerful TCP SYN flood attacks are detected, which threaten the entire data center functions, you will have to enable any kind of DDoS protection, CloudFlare, for example. After that the server will be unblocked.
• In case resources/projects that cannot be stored on EuRDP have been attacked, they should be immediately removed from the server. Only after that the server will be unblocked.
• In some cases, we may charge additional fee for changing your IP address that has discredited itself or is known to the attacker.
• In case of attacks with the power exceeding tens of GB and more, EuRDP has the right to refuse to provide you with the services.

We strongly recommend that you take care to protect yourself against DDOS attacks in advance. The best option is to order appropriate protection from specialized companies. We suggest that you should use the services of CloudFlare service, which provides free services.

What is the Internet channel speed on EuRDP servers?

What is the speed between the dedicated servers?

Right from the start, the servers in German and Finnish DCs were connected by an optical ring main with sustainable bandwidth performance of 1 Gb/s.
For the dedicated servers located in the Russian DC, sustainable bandwidth is 100 Mb/s.

What is the servers’ physical location?

EuRDP offers its customers the right to choose their future server location (for Ultra VPS and Hourly VPS):
– Ukraine (Kharkiv)
– Netherlands (Amsterdam)
– Bulgaria (Sofia)
– Latvia (Riga)
– Czech (Prague)
– Poland (Gdansk)
– USA (Los Angeles, Secaucus NJ)
– Singapore

You can order dedicated server in the following locations:
– Ukraine(Kharkiv)
– Netherlands(Amsterdam)
– Bulgaria(Sofia)
– Latvia(Riga)
– Czech(Prague)
– Poland(Gdansk)
– USA(Los Angeles)

Available OS: Debian, FreeBSD, Ubuntu, Windows

We are constantly working to expand the list of locations for the convenience of our customers

What is the servers’ uptime?

EuRDP guarantees the virtual servers’ uptime of 99%. In case the server is unavailable due to technical issues, the company will extend the lease free of charge for a period equal to “standing period*2”.

The uptime guarantee doesn’t apply to the dedicated servers, since we have no constant access to them. When the tariff is activated, we send the server password to the client, which he may later change.
The client or his system administrator monitors the server condition on his own; our responsibilities don’t include this function.
The leased servers are not administered unlike host nodes where virtual servers are located. The latter’s performance is constantly monitored by our experts by means of monitoring systems.

2. Registration data

Registration data

How to change contact data

The information in a client profile can be changed only by contacting the Client relations department.

How to change the main contact

An individual forwards a request to the Clients relations department. The following information can be changed:

• e-mail address;
• telephone number;
• actual address.

Other information about the main contact person can be changed only after completing the verification process.

Important! It’s impossible to change the first and the last name, as well as patronymic because this actually means changing the account owner.

A legal entity forwards a request to the Clients relations department. The following information can be changed:

1. Contact data of the main contact person:
2. e-mail address;
3. telephone number;
4. actual address;
5. the first and the last name, as well as patronymic of the main contact person.
6. corporate particulars.

Important! It’s impossible to change TIN (taxpayer identification number), since it means completely changing the company that owns the account.

To add a contact:

• “My Account” section.
• “My contacts” unit.
• “Add new contact” button.

To change the information:

• “My Account” section.
• “My Contacts” unit.
• “Additional Contacts” unit.
• “Edit” button.
• Change the information.
• “Save” button.

Why do I need a memorable word?

A memorable (secret) word is understood to be a word indicated by the client when registering the account.

Attention! You should remember the word, since our employees will ask it in future to prevent third parties from an unauthorized access to your account and connected services.

Why is it necessary

EuRDP employees will ask your memorable word in the ticket with the aim of:

1. Verification  before:

• changing information of the main contact;
• sending documents;
• giving secret information about the account or services.

1. Confirming execution of critical activities related to your server:

• changing the root password;
• reinstalling the operating system;
• enabling or disabling services;
• termination of the server usage and others.

Changing the memorable word

When the current memorable word is known, you can change it using “My Contacts” section located in your account.

When your memorable word is unknown, you should send a request to the Client relations department. Further actions:

1. Complete the verification procedure using one of the suggested options:

• Using SMS confirmation.
• By depositing funds to your account (available to individuals only) by means of billing 1 euro. It’s mandatory to use the same wallet that you used to process the last main service payment (that is, server leasing).

1. Legal entities must provide information about the last 2 payment accounts for the main service in the ticket:

• number;
• date;
• amount.

If you have less than 2 payments, you should provide information about the service installation. This data is provided by your accounting department.

In case you cannot complete payment verification, the following method should be used:

1. You should send a scan or a photo of any document of identification of the account owner. It’s allowed to cover any essential information (the document numbers and series).
2. The company employees send you a form for changing your memorable word. You should provide a new secret word and send the form back to us. Next, we will assign it to your account.

Logging in to your billing account (PA = personal account), changing and resetting the password

Logging in to the billing account

You can enter your billing account by entering:

• login – it’s the email address you provided in the main contact details;
• password that you specified when registering.

How to change your billing account password?

1. “My Account” section.
2. “Authorization” tab.
3. “Change Password” section.
4. Make changes.
5. “Save” button.

Resetting the password

1. Follow the link   https://eurdp.com/.
2. Click “Personal Account” on the top right.
3. In the opened window, select “Forgot password”.
4. In the form, enter the e-mail address your account is linked to.
5. Enter your e-mail box.
6. Follow the instructions in the letter you received from us.

The main and additional account contacts

The “main contact” term

If the main contact is:

• an individual, then it’s a respective owner of the account and the connected services;
• a legal entity, then it’s the main contact person who administers the servers and hold correspondence with the Technical support and the Client relations department.

The “additional contact” term

This term refers to a person whose details are indicated in the contact information, and whom the company employees can contact to solve the server-related issues when the main contact person is unavailable.

When we require an additional contact

A person specified as an additional contact receives various notifications, letters and invoices from our company. In case the main contact person is unavailable, the additional contact can solve the issue or problem in the shortest time possible due to the timely receipt of information.
Typically, an additional contact is the Accounting department or a person responsible for paying bills.

How to add the additional contact

• “My Account” section.
• “My contacts” unit.
• “Add new contact” button.

How to configure notifications sent to the additional contact

1. My Account” section.
2. “My contacts” unit.
3. “Notifications” section.
4. Select a list of notifications.
5. “Save” button.

Registration data: address

Mandatory data for legal entities

When registering, you should specify:

1. Registered  and actual addresses of the legal entity;
2. TIN (taxpayer individual number);
3. RCC (registration reason code);
4. Transactional and correspondent accounts;
5. BIC (bank identification code);
6. Contact phone number of the organization.

We will send original reporting documents to the company’s actual address.

Mandatory data for individuals

Besides the full name, individuals should specify their full residence address:

• country;
• region/area/republic;
• city/village or other locality type;
• telephone number.

Attention! You must provide verifiable information.

Why data must be verifiable

The server leasing service is high responsibility not only for a client, but for the hosting company as well. EuRDP is also responsible for the client’s maintenance and usage of the server. In case illegal actions are detected, we should inform law-enforcement authorities. It means that accurate and real contact and personal information is a mandatory cooperation condition.

Data verification in our company

After receiving the first payment for the rendered services, we compare the registered data with the IP address identified when you entered your billing account.

In some cases, a refund is allowed by decision of the site administration. If you think that a mistake was made during the payment process, please contact technical support.

If the specified data is inaccurate or incomplete

The company employees will contact the client using the ticket system to clarify the provided information. The order will be activated only after the required information will be added to the registration data.

Registration data: e-mail and mobile phone number

To register in the billing system EuRDP require:

• e-mail;
• mobile phone number.

Why do we need e-mail?

The e-mail address you provided when registering is your login for entering the system personal account.

What kind of notification will we send to your e-mail address?

We will send the following notifications to your e-mail:

1. about answers to your tickets;
2. about technical works;
3. reminders about missed due dates;
4. about services prolongation;
5. announcements related to the services you use;
6. in relation to new orders.

It is also required to reset your password.

Why it is your mobile phone number that we need?

First of all, it is required to receive SMS messages that we send in the following situations:

1. New server activation. They contain a root password for the server or a control panel password.
2. Resetting password for VPS and the dedicated server. A message will contain a new password.
3. Verification.
4. Complaints about your server.
5. Failure to pay the server bill.
6. Server blocking and other cases.

We use a mobile phone to contact you in emergency cases. Hence, even if you have no access to the Internet, you will be aware of the circumstances and perform the necessary actions should the need arise.

3. Choosing the services

Servers: virtual and dedicated physical

Virtual servers

A virtual server emulates the operation of a separate physical server. By one machine can be many virtual servers are running. Besides some obvious limitations, each virtual server provides complete and independent control and management, as its regular dedicated server provides. Each virtual server has its own processes, resources, configuration, and separate administration. Usually, free versions of operating systems are used as a virtual server UNIX and GNU / Linux. Virtual machines technologies are commonly used for emulation. The administrator of the virtual server can install any application, work with files and perform any other tasks possible on a separate machine.

Virtual server rental is a popular type of hosting, as it provides a reasonable balance between price and opportunities for most owners of websites and applications. Price may vary greatly depending on the package of support and administration services.

Dedicated physical server

A dedicated server is a separate physical medium, all of whose resources are at the tenant’s disposal. Typically, a dedicated server is used to run services with a high consumption of resources or sites with a large number of visits (a large online store or information resource). For security purposes for large-scale projects, the database server and the web server are located on different machines – if one of the servers is unavailable or hacked, the other service will not be affected and will continue to work.

4. Service cancellation, termination of services

Service cancellation, termination of services

Refund

Advanced payment refund in case of service cancellation

If a client cancels the services before the paid period ends, he will get a refund.
Only remaining full months of the leasing service are subject to refund.

When choosing the Hourly VPS tariff – the minimum payment is for 1 month, but if the server is canceled during this period, the rest of the payment is returned to the user’s balance.

Refund of advanced payment for additional services (control panels, IP, etc.)

Only an advanced payment for the core service is subject to return – that is, the virtual or physical dedicated server leasing.

We count the paid amount only. Discounts and bonuses are not included.
Payment for installation (of the server or an additional service) and for electronic payment processing service are not refunded.

Refund processing time

Refund is made to:

1. Billing account.
2. WME wallet(7% fee).
3. Paypal (7% fee).
4. Bank card, which was used to pay the bill.

If the client is a legal entity, the money is refunded to the transactional account.

How refund is made if Bitcoin was used to pay for the service?

Refund is made to the billing account balance only.

Server storage after payment

At the end of paid period for the Hourly VPS tariff plan, your server information is deleted.
If you used the Ultra VPS tariff plan, then the storage period of your information is 72 hours after end of paid period.
If you want to save your information, you can contact our technical support and order backup for additional fee.

5.Server administration

I’ve bought a server, but can’t configure anything here!

To configure and get extended functionality, it is recommended that you should use ISPmanager control panels for the dedicated virtual and physical servers respectively. Their potential is sufficient for the majority of websites.

Using these tools with a user-friendly interface, you can control the server – you need no special administration skills for that. All you need to create a site, domain, an e-mail address or a user is a couple of clicks.

How to order a control panel?

You can use your personal account order the license – proceed to the “My Servers” section, then click on the tariff name to open the service and click the “Order Add-on” button.

In the application form, our employees will contact you to discuss the terms of panel installation.

Please note that there shouldn’t be any pre-installed control panel on the server that is identical or different in characteristics from the one you’ve ordered. Otherwise, we will need to reset the server and the data it contains will be lost. It is recommended to back up the server before ordering a control panel.

I’ve bought a server, but can’t configure anything here!

To configure and get extended functionality, it is recommended that you should use ISPmanager control panels for the dedicated virtual and physical servers respectively. Their potential is sufficient for the majority of websites.

Using these tools with a user-friendly interface, you can control the server – you need no special administration skills for that. All you need to create a site, domain, an e-mail address or a user is a couple of clicks.

How to order a control panel?

You can use your personal account order the license – proceed to the “My Servers” section, then click on the tariff name to open the service and click the “Order Add-on” button.

In the application form, our employees will contact you to discuss the terms of panel installation.

Please note that there shouldn’t be any pre-installed control panel on the server that is identical or different in characteristics from the one you’ve ordered. Otherwise, we will need to reset the server and the data it contains will be lost. It is recommended to back up the server before ordering a control panel.

Do you provide server system administration services?

We don’t offer either permanent or full administration services.

Why doesn’t EuRDP provide system administration services?

A client receives a dedicated server without administration but with complete root rights. We don’t monitor how the server and software operates, don’t keep track of performance of the physical dedicated servers components, data backup, etc. A client is responsible for all these activities, being an administrator by default. We can provide technical support after receiving a ticket request according to the statement of technical support services.

How are ticket requests handled?

Technical support requests are handled by technical specialists; tickets are handled in the order of arrival depending on which of the employees is free.

I’ve bought a server, but can’t configure anything here!

To configure and get extended functionality, it is recommended that you should use ISPmanager control panels for the dedicated virtual and physical servers respectively. Their potential is sufficient for the majority of websites.

Using these tools with a user-friendly interface, you can control the server – you need no special administration skills for that. All you need to create a site, domain, an e-mail address or a user is a couple of clicks.

How to order a control panel?

You can use your personal account order the license – proceed to the “My Servers” section, then click on the tariff name to open the service and click the “Order Add-on” button.

In the application form, our employees will contact you to discuss the terms of panel installation.

Please note that there shouldn’t be any pre-installed control panel on the server that is identical or different in characteristics from the one you’ve ordered. Otherwise, we will need to reset the server and the data it contains will be lost. It is recommended to back up the server before ordering a control panel.

Do you provide server system administration services?

We don’t offer either permanent or full administration services.

Why doesn’t EuRDP provide system administration services?

A client receives a dedicated server without administration but with complete root rights. We don’t monitor how the server and software operates, don’t keep track of performance of the physical dedicated servers components, data backup, etc. A client is responsible for all these activities, being an administrator by default. We can provide technical support after receiving a ticket request according to the statement of technical support services.

How are ticket requests handled?

Technical support requests are handled by technical specialists; tickets are handled in the order of arrival depending on which of the employees is free.

Ordering additional services to the activated servers

What additional services can be connected to the virtual vps/vds servers and physical dedicated servers?

A complete list of additional services provided, as well as their cost can be found here.

How to order additional services for the virtual servers?

.
To order an additional service, proceed to your personal account to the “My Servers” section, and select the server you want to connect a service to. In the information block, click the “Order Add-on” button and select the service you want from the list. Then, click the “Order” button. If you need any assistance in placing an order, send a request to the Client relations department.
Important! To order an additional IP address, you should use the ticket system in the Client relations department.

How to order additional services to the dedicated physical servers?

1. Make a related request to the Client relations department from the server, for which you want to order a service. Specialists will inform you about current options and their cost, and handle the bill.
2. After paying the bill, report it in the same request form and specify the time when works on connecting additional services should start.

Important! After payment, a request for equipment installation is sent to the data center and you should turn off the server temporarily.

1. When the service installation is completed, our employees will inform you about it with a ticket.

Operating principle

After you’ve placed an order, a payment bill is issued automatically; after you’ve paid it, the service falls into the activation queue.

6.Migration and tariff change

Migration from VPS (virtual) to a dedicated server

Ins and outs of migrating from a virtual VPS server to a dedicated physical one 

1. If the data is transferred to one of your servers (not a new one), all data is deleted before the procedure.
2. A physical server has other conditions for providing ancillary services; if you have any additional services connected, it is strongly recommended that you should consult our specialists in advance about possibility of using them on a new server.
3. A new server receives a new address, saving additional IP addresses is unavailable. To get access to additional addresses, you should order them separately.

How to perform migration on your own?

To migrate to a dedicated physical server, you should perform a number of standard steps:

1. Select a server and a service set from the list. You can ask our specialists for help; to do it, you should forward your request to the Client relations department.
2. Place an order for a new server in the “Place an order” section and select a suitable configuration. After you’ve placed an order, a payment bill will be issued.
3. You should pay the bill for the first month of lease and wait for the activation procedure.
4. After a new server has started operating, you can transfer data from your server.
5. After the data has been transferred, you should make a request to terminate the old server.

Important! If the prepaid lease period is less than 30 days, a partial refund is unavailable.

How to migrate servers with the help of technical support?

1. Send a ticket to the Client relations department (the data transfer service cost 50 euros).
2. Employees will issue an order for leasing a new server and a bill.
3. After paying the bill, you can specify any time for migration.
4. A new IP address will differ; therefore it’s recommended that you should inform the technical support in advance that you have special software connected to the old IP. You should change the IP address specified in the software licenses in advance if it was purchased from third-party resources. After that, our specialists will be able to change the IP address in the control panel license.
5. After the migration process has been completed, you should disconnect the old server by sending a ticket.

Important! If the prepaid lease period is less than 30 days, a partial refund is unavailable.

Special aspects of post-migration changes

Migration involves complete copying of all information; all the settings, control panel, passwords, etc. are transferred to a new server.

Due to the fat that IP address is changed, it should be rewritten in DNS as well. Ancillary IP addresses should be ordered separately, the old ones are not transferred.
The migration process takes no more than 24 hours on average; the minimum time is 2 hours. We cannot indicate the exact time when migration process will start and finish; please be understanding of the changes in migration time.

Post-migration activities

A client should change the domain records in DNS on his own; to do it, they should be sent to the IP address specified by our specialists.
After migration has been complete, you cannot start websites on the old server due to probable database defects. The source server is terminated immediately after the process starts.
After migration has been complete, it will take about one hour to change the software configuration to correspond to a new IP address.

Migration between the dedicated servers

Migration on your own

To migrate from one server to another, you will need:

1. Select a server and a service set from the list. You can ask our specialists for help; to do it, you should forward your request to the Client relations department.
2. Place an order for a new server in the “Place an order” section and select a suitable configuration. After you’ve placed an order, a payment bill will be issued.
3. You should pay the bill for the first month of lease and wait for the activation procedure.

Important! A new server receives a new address, saving additional IP addresses is unavailable. To get access to additional addresses, you should order them separately

1. After a new server has started operating, you can transfer data from your server.
2. After the data has been transferred, you should make a request to terminate the old server

Important! If the prepaid lease period is less than 30 days, a partial refund is unavailable.

Migration with the help of technical support

1. Send a ticket to the Client relations department specified the server you want (the data transfer service cost 35 euros).
2. Employees will issue an order for leasing a new server and a bill.
3. After paying the bill, you can specify any time for migration.
4. A new IP address will differ; therefore it’s recommended that you should inform the technical support in advance that you have special software connected to the old IP. You should change the IP address specified in the software licenses in advance if it was purchased from third-party resources. After that, our specialists will be able to change the IP address in the control panel license.
5. The source server is terminated immediately after the process starts.
6. The procedure can last up to 72 hours; it depends on a number of small files located on the server. In general, 12 hours are enough for migration.

We kindly ask our clients to make allowance for emergency situations and increasing migration time. We cannot indicate the exact time when migration process will start and finish; therefore, time shifts may occur; please, be understanding of that.

Important! If the prepaid lease period is less than 30 days, a partial refund is unavailable.

Post-migration activities

A client should change the domain records in DNS on his own; to do it, they should be sent to the IP address specified by our specialists.
After migration has been complete, you cannot start websites on the old server due to probable database defects. The source server is terminated immediately after the process starts.
After migration has been complete, it will take about 3 hours to change the software configuration to correspond to a new IP address.
Additionally, you should send a ticket to refuse the source server.

Migration from a dedicated server to a virtual VPS

Technical requirements

• The occupied hard disk volume shouldn’t exceed the server volume.
• Application of KVM/OpenVZ/ VmWare /Xen virtualization is not allowed.
• Linux operating system.
• Special modules of ОС Linux core are not used.

What you should keep in mind?

If the data is transferred to one of your servers (not a new one), all data is formatted.
A physical server has other conditions for providing ancillary services; if you have any additional services connected, it is strongly recommended that you should consult our specialists in advance about possibility of using them on a new server.
A new server receives a new address, saving additional IP addresses is unavailable. To get access to additional addresses, you should order them separately.

Migration on your own

You should do the following:

1. Select a server and a service set from the list. You can ask our specialists for help; to do it, you should forward your request to the Client relations department.
2. Place an order for a new server in the “Place an order” section and select a suitable configuration. After you’ve placed an order, a payment bill will be issued.
3. You should pay the bill for the first month of lease and wait for the activation procedure.
4. After a new server has started operating, you can transfer data from your server.
5. After the data has been transferred, you should make a request to terminate the old server.

Important! If the prepaid lease period is less than 30 days, a partial refund is unavailable.

How to perform migration with the help of technical support?

1. Send a ticket to the Technical support department and provide them with access. Specialists will check whether migration to a virtual server is possible and inform about current EVO or ML tariffs.
2. Employees will issue an order for leasing a new server and a bill.
3. After paying the bill, you can specify any time for migration.
4. After the migration process has been completed, you should disconnect the old server by sending a ticket.

Important! If the prepaid lease period is less than 30 days, a partial refund is unavailable.

Special aspects of post-migration changes

• Migration involves complete copying of all information; all the settings, control panel, passwords, etc. are transferred to a new server.
• It is impossible to transfer free ISP Manager Lite license to a new server. Here, a new license is used that implies a monthly payment. Indefinite license options are under consideration.
• Due to a changed IP address, you should replace it in DNS as well. Additional IP addresses are ordered separately; the old ones are not transferred.
• The migration process takes from 2 to 10 hours, a maximal term is from 24 to 72 hours. It depends on the total volume of files and sessions.

If you have any migration-related questions, contact our specialists.

7.Passwords and access

I forgot the server password

I forgot the virtual dedicated server password

When using Hourly VPS or Ultra VPS tariffs, you can reset the current password in your personal account. For that you should proceed to the “My Servers” section, click on the tariff name and open the service card. Then, click the “Reset Password” button. A new password will be sent to the e-mail address specified by the client as a contact address. To reset password from a SSD-K line server, you will need to write a corresponding request to technical support.

I forgot the physical dedicated server password

To reset the password, you should contact the technical support team and after identity authentication, a message containing a new password will be sent to the specified phone number.
Important! Password reset is performed only after the server has been switched to the rescue mode; access will be limited for about half an hour.

8.Rights and obligations of the Client

Information

The Client has the right to:

1. Receive root rights after the server has been activated.
2. Apply various software for working on the server (legal and not violating copyright/related rights in accordance with the provisions of the current regulatory legal acts of Russia, EU countries and the USA).
3. Use up to 100 domains on the organization’s DNS servers (one account). The number of domains can be increased up to 300 in case a justified technical need arises.

The Client has no right to:

1. Engage in services speculation.
2. Provide their own DNS support or domain parking services based on DNS support by EuRDP.
3. Speculate in DNS support services provided by EuRDP.
4. Use EuRDP services on prohibited sites that violate copyright and related rights in accordance with the provisions of the current regulatory legal acts of Russia, EU countries and the USA.
5. Engage in spam mailing, using fake e-mail addresses, guest books, sending invitations to forums, mailbombing, etc.
6. Connect additional IPs to the leased server on his own.
7. We do not provide the ability to use port 25 / SMTP in our tariff plans, as this contradicts our anti-spam policy.

Obligations of the Client:

1. Unlimited responsibility for the server after its activation and receiving a full access.
2. Compliance monitoring of data and links transferred to the server, as well as of software and content. Compliance with moral and ethical standards, copyright and related rights enshrined at the statutory level.
3. Responsibility for public statements on the dedicated server and activities against EuRDP and other company’s clients performed in an unacceptable form.
4. Solve issues received from the server technical support via the ticket system and provide all the required information.
5. Take timely measures in case of receiving a complaint.
6. Financial responsibility in case of inflicting damage to the company due to incorrect BIOS settings, which resulted in the damaged Data Center equipment. The damage is compensated prior to or in the course of judicial settlement.

The Website Administration has the right to block and / or delete any server provided, restrict Users’ access to server or any other service provided. The Site Administration implements the measures described above in accordance with applicable law and is not responsible for the possible negative consequences of such measures for the User or third parties. 300 USD penalty for unblocking in case your server was blocked due to complaints and other violations of these terms and conditions. You can use this service only once.