FAQs of Cloudn services, especially about option services and how to operate portal.
Advanced support has a purpose for supplying deficiency in normal supports mainly during 24X7. We have several limitations for support.
・Services for FLAT type
・Inquiries for failure / fault
This section describes the scope of concrete advanced support.
The customer stopped the virtual server during night. And it did not start. When checking on the control panel, the status of virtual server showed [Starting].
-> Supported. The cloud system cannot be recognized as the normal status in the customer virtual server.
Suddenly the customer could not browse Web sites. When checking on the control panel, the status of virtual server showed [Running].
-> Not supported. Several causes are assumed. The cloud system can determine the customer virtual server is normally running. This problem is included in the “OS level” managed by the customer. If the problem continues, contact the normal support. We will support as far as possible.
The customer tried remote logins to virtual server during night but could not connect to the server. When checking by ping and traceroute, packets are lost or connection is blocked on the way. When checking on the control panel, the status of virtual server showed [Running]. The customer restarted the server but could not resolve the problem. -> Not supported. We consider no problem in the cloud system base. Data centers can support this problem on Internet, in the cloud server data center and virtual server.
* When we provide the advanced support, we do not warrant that failure / problem can be resolved within the normal support time. If the problem continues, our normal support takes over this problem.
Is there no problem for sending a password in the ticket system?
In the following situations, we may inquire your password.
・When you forget your password.
・When you need to set a new password again.
We use the encrypted communication with SSL on this site. There is no problem with security if you enter it in these tickets
Do you provide maintenance?
We may provide maintenance works as shown below:
DC in Japan: Wednesday at 23:00 to Thursday at 8:00
When we do maintenance works, we list the maintenance information on this site. If we stop the service, we list the information not later than 5 business days prior to work day. But it is not limited to the above in the event of emergency. We may do maintenance works on Tuesday during 13:00 to 22:00.
When we do maintenance works, we list the maintenance information on this site. If we stop the service, we list the information not later than 5 business days prior to work day. But it is not limited to the above in the event of emergency.
What browser do you recommend?
We recommend Firefox 18.0.1 or later for Cloudn.
How do I cancel all services used in Cloudn?
You can log in the Cloudn portal (or control panel), move to [Contract management/Confirm fee] and then cancel those services in the [Cloudn cancellation].
After we receive the application for cancellation, you cannot undo it. Once we receive the application for cancellation, you cannot use all services used in Cloudn such as virtual resources and each optional service.
* In order to cancel, use the recommended browser FireFox18.0.1 or later. When you use the browser IE8 or 9, we confirm that cancellation procedure is not done correctly.
When accessing to a portal, “System error” appears.
When you have already logged in a portal (https://portal.cloudn-service.com/comgi/) and access to this URL from another tab or window in the same browser, “System error” appears. In order to avoid this, click [Portal top] on the same screen or log out and then access to the portal.
We are sorry for the inconvenience.
Inquiry to support (with tickets)
When you create a new case, we will reply regarding following situations within about 2 hours (if we receive your inquiry during business hours):
1. Critical applications like services are not available.
2. Inquiry and specification check.
However the primary reply differs depending on emergency or not
(Answers to inquiries, problem resolution, or reply representing we received this ticket).
For sequential cases:
3. Additional inquiries or questions.
4. Reply regarding reception.
5. We will have an interview with you for questions or investigation.
6. We gain your approval to correct problems or when the status must be checked.
Tickets are managed as “Reply needed” in the above situations.
With no update one week after we reply for answers to inquiries or problem correction, its ticket is closed.
Then in the following situations, we update the status because the next business day is postponed and a long time has elapsed since the primary application.
7. No progress in the situation during 3 days or more.
8. A long holidays (New Year holidays, etc.)
Lastly, we close a ticket temporarily (after one week).
9. Temporary problems are resolved.
10. A permanent support is required in future.
We notify all customers by E-mail or update the related FAQ site depending on the content to inform of supports in future.
＝＞01. Pickup (important notice)
＝＞1-04. List to information for error resolved.
If you have any desire, please reply to this ticket. We will support as far as possible.