Frequently Asked Questions

Our automated provisioning system ensures instant deployment:

• Virtual Servers: Ready within minutes of payment confirmation
• Web Hosting: Instant activation with automated setup
• Game Servers: Deployed automatically within minutes, with 139+ game templates to choose from

After signup, you'll receive a welcome email with your login details for the Unified Panel — one account that manages all of your services.

We accept the following payment methods:

• Credit & Debit Cards: Visa, MasterCard, American Express (processed securely via Stripe)
• Account Credit: Top up your account balance and apply it to any invoice — also used for hourly (pay-as-you-go) billing

We're a Canadian company and all charges are made in Canadian dollars (CAD). Enterprise customers can contact us for alternative payment arrangements including wire transfer and purchase orders.

While we don't offer traditional free trials, we do provide:

• 30-Day Money-Back Guarantee: Within your first 30 days, services that haven't meaningfully consumed resources qualify for a no-questions-asked refund
• Prorated Refunds: Services with substantial usage are refunded on a prorated basis
• Demo Access: Contact sales for a guided demo of the Unified Panel

This ensures you can test our services risk-free. See "Do you offer refunds?" in the Billing section for full details.

After your order is processed, you'll receive access details via email. Everything is managed from one place — the Unified Panel at unified.sableservers.com:

• Services: Control your VPS, game servers, and web hosting from a single dashboard
• Billing: View invoices, update payment methods, and manage your account credit
• Support: Open tickets, use live chat, and browse the knowledge base
• Account: Profile settings, two-factor authentication, API keys, and themes

One login covers all of your services — no separate control panels to keep track of. Check your spam folder if you don't receive your welcome email within 15 minutes.

Your welcome email contains:

• Your Unified Panel login details
• A direct link to unified.sableservers.com
• IP address(es) assigned to your service
• Quick start guide and knowledge base links
• Support contact information

Keep this email for your records. You can reset your password anytime from the panel login page.

Billing is built into the Unified Panel at unified.sableservers.com

First-time login:

1. Go to the login page
2. Enter your email address
3. Click "Forgot Password" if you don't have your password
4. Check your email for the password reset link

From the Billing section of the panel, you can view and pay invoices, update payment methods, manage account credit, and see your transaction history — right alongside your services and support tickets.

Billing depends on your service type and billing cycle:

• Hourly Services: Pay-as-you-go, deducted from your prepaid account credit
• Monthly Services: Billed on the same day each month (your signup date)
• Longer Cycles: Quarterly, semi-annual, annual, biennial, and triennial cycles are available — longer cycles include multi-cycle discounts
• Setup Fees: Charged immediately upon order (if applicable)

Invoices are generated 7 days before your due date, giving you time to review charges. Automatic payment will be attempted on the due date if you have a payment method on file. All charges are made in Canadian dollars (CAD).

Sable Servers is a Canadian company, and all charges are made in Canadian dollars (CAD). Prices are displayed as CA$X.XX throughout our site and panel.

About the CAD/USD toggle:

• Our website includes a currency toggle so American visitors can see approximate prices in US dollars (US$)
• USD figures are live conversions for display purposes only — your card is always charged the CAD amount
• Visitors on sableservers.com see USD by default; sableservers.ca (our primary domain) shows CAD

If you pay with a non-Canadian card, your bank converts the CAD charge at its own exchange rate, which may differ slightly from the estimate shown.

Yes! Every month you're with us earns you progress toward a free month of service:

• Each paid month of service earns 1 month of loyalty progress
• After 12 months of progress, you receive 1 free month of your base service
• Progress resets after redemption and immediately starts building again
• Quarterly and annual plans earn progress too — it's credited month by month over the term

You can track your progress anytime under Billing → Loyalty Rewards in the Unified Panel. No points to count, no fine print math — just time with us turning into free service.

To update your payment method:

1. Log in to unified.sableservers.com
2. Click your name in the top right → "Account Settings"
3. Go to "Payment Methods" tab
4. Click "Add Payment Method"
5. Enter your new credit card or payment details
6. Set as "Default Payment Method" if desired

Changes take effect immediately. Your next invoice will use the updated payment method.

Yes! Our refund policy is simple and applies to all services:

• First 30 Days: No-questions-asked refund for services that haven't meaningfully consumed resources
• Substantial Usage: If a service has seen significant use, refunds within the first 30 days are prorated for the unused portion
• After 30 Days: The money-back window is a hard 30-day cutoff — refund requests after that are handled as prorated account credit at our discretion

Setup fees are non-refundable. To request a refund, open a ticket in the Unified Panel or email hello@sableservers.com.

To cancel your service:

1. Log in to unified.sableservers.com
2. Go to "Services" → Select the service you want to cancel
3. Click "Request Cancellation"
4. Select cancellation type:
   • Immediate: Service terminates right away (may qualify for refund)
   • End of Billing Period: Service continues until your next due date
5. Provide cancellation reason (optional but appreciated)
6. Confirm cancellation

Important: Make sure to backup all your data before cancelling. We cannot recover data after service termination.

To view and download invoices:

1. Log in to unified.sableservers.com
2. Click "Billing" → "Invoices"
3. You'll see a list of all invoices with status (Paid, Unpaid, Cancelled)
4. Click any invoice to view details
5. Use "Download PDF" to get a printable copy

Invoices are also emailed to you when generated. Check your spam folder if you're missing invoice emails.

If automatic payment fails:

1. You'll receive an email notification within 1 hour
2. Automatic retry attempts are made over the next 3 days
3. If payment still fails, services may be suspended after 7 days
4. Suspended services can be reactivated by paying outstanding invoices
5. After 14 days, unpaid services may be terminated

To avoid service interruption: Keep your payment method up to date and ensure sufficient funds before due dates. You can manually pay invoices anytime in the Unified Panel.

Your VPS is managed from the Unified Panel at unified.sableservers.com — the same login you use for billing and support.

If you don't have your password:

1. Go to unified.sableservers.com
2. Click "Forgot Password"
3. Enter your email address
4. Check your email for a password reset link

From the panel, you can manage power state, view resource graphs, create snapshots, open the VNC console, and more.

To manage your VPS power state:

1. Log in to the Unified Panel
2. Click on your server name to view details
3. Use the power buttons in the top-right corner:
   • Start: Boot the VPS from powered-off state
   • Stop: Graceful shutdown (sends ACPI signal)
   • Force Stop: Immediate power off (like pulling the plug)
   • Restart: Graceful reboot

Best Practice: Always use "Stop" or "Restart" for graceful shutdowns. Use "Force Stop" only if the server is unresponsive.

To connect via SSH:

On Windows:

1. Download and install PuTTY or use Windows Terminal
2. Open PuTTY and enter your VPS IP address
3. Set Port to 22 (or custom port if changed)
4. Click "Open" and accept the security certificate
5. Log in with username "root" (Linux) or "Administrator" (Windows) and your password

On Mac/Linux:

1. Open Terminal
2. Run: ssh root@your-server-ip
3. Accept the fingerprint when prompted
4. Enter your root password

Find your IP address and root password in your control panel dashboard at unified.sableservers.com.

Yes! You can upgrade your VPS anytime:

1. Log in to unified.sableservers.com
2. Go to "Services" → Select your VPS
3. Click "Upgrade/Downgrade Options"
4. Select your desired plan
5. Review pro-rated charges
6. Complete the upgrade

Note: Upgrades are immediate. Downgrades may require a ticket for manual processing. Make sure to backup your data before major changes.

We offer a wide selection of operating systems:

Linux Distributions:

• Ubuntu (20.04, 22.04, 24.04)
• Debian (12, 13)
• CentOS Stream (8, 9)
• AlmaLinux (8, 9)
• Rocky Linux (8, 9)
• Fedora (latest)

Windows Server:

• Windows Server 2022
• Windows Server 2025

You can reinstall or change operating systems anytime from your control panel. Custom ISOs can be mounted on request.

To reset your VPS root/administrator password:

1. Log in to the Unified Panel
2. Click on your server
3. Open the server's settings menu
4. Choose "Reset Password"
5. Confirm the reset in the dialog
6. The new password is shown in the panel — store it somewhere safe

Important: The server must be powered on for password reset to work. This changes the OS-level password, not your panel login password.

The Unified Panel at unified.sableservers.com is our in-house management platform — one login for everything:

• Server Control: Start, stop, restart your VPS, game servers, and websites with one click
• VNC Console: Direct access to your VPS even if SSH/RDP is down
• Resource Monitoring: Real-time graphs for CPU, RAM, disk, and network usage
• Snapshots & Backups: Create restore points and offsite backups
• Billing & Support: Invoices, payment methods, tickets, live chat, and the knowledge base
• Security: Two-factor authentication (TOTP) and API keys
• Personalization: Dark and OLED-black themes, plus a Cmd+K command palette for quick navigation

We built it in-house specifically for our infrastructure, so every feature works together instead of being spread across separate control panels.

Step-by-step guide to enable VNC:

1. Log in to the Unified Panel
2. Click on your server name
3. Click the "Console" tab in the server menu
4. Click "Launch VNC Console" button
5. A new window will open with the console interface

Using VNC Console:

• The console connects directly to your server's display
• Works even if network/SSH/RDP is down
• You can type commands and see boot messages
• Perfect for troubleshooting network issues

Troubleshooting: If VNC doesn't load, try disabling popup blockers or use the "Open in New Tab" option.

Creating a snapshot:

1. Log in to the Unified Panel
2. Select your server
3. Go to "Snapshots" tab
4. Click "Create Snapshot"
5. Enter a descriptive name (e.g., "Before-Update-2025-01-15")
6. Click "Create"

Restoring a snapshot:

1. Go to "Snapshots" tab
2. Find the snapshot you want to restore
3. Click "Restore" next to the snapshot
4. Confirm the restoration
5. Wait for the process to complete (usually 1-5 minutes)

Important Notes:

• Restoring a snapshot will overwrite current data
• The server will be stopped during restoration
• Snapshots use storage space (count against your disk quota)
• We recommend keeping 2-3 recent snapshots

Your control panel provides real-time resource monitoring:

1. Log in to the Unified Panel
2. Click on your server name
3. The "Overview" tab shows current usage at a glance
4. Click "Graphs" tab for detailed historical data

Available Metrics:

• CPU Usage: Shows percentage of CPU cores used over time
• RAM Usage: Memory consumption in MB/GB
• Disk I/O: Read/write operations per second
• Network Traffic: Inbound/outbound bandwidth in Mbps

Graphs show data for the last hour, 24 hours, 7 days, or 30 days. Use this to identify performance bottlenecks and optimize your server.

To view and manage your IP addresses:

1. Log in to the Unified Panel
2. Select your server
3. Go to "Network" tab
4. You'll see all assigned IP addresses (IPv4 and IPv6)

What you can do:

• View primary and additional IP addresses
• See subnet and gateway information
• Configure reverse DNS (PTR records)

Need Additional IP Addresses?

• Additional IPv4: Available for purchase - Submit a support ticket from the Unified Panel to purchase additional IPv4 addresses
• IPv6: Available free but not enabled by default - Submit a support ticket from the Unified Panel to enable IPv6 or request additional IPv6 addresses

Note: IPv6 is not enabled by default and requires a support ticket to activate.

To install from a custom ISO:

1. Log in to the Unified Panel
2. Select your server
3. Choose from the OS images available in the reinstall menu
4. For a custom ISO not in our library, open a support ticket with the ISO download link and we'll attach it for you
5. Restart your server to boot from the ISO

Common Uses:

• Installing custom Linux distributions
• Running live rescue/recovery systems
• Installing specialized operating systems

To upload a custom ISO not in our library, open a support ticket with the ISO download link.

Yes! The Unified Panel is a Progressive Web App (PWA), so you can install it like a native app:

On mobile (iOS/Android):

1. Open unified.sableservers.com in your browser
2. Choose "Add to Home Screen" (Safari share menu) or "Install App" (Chrome menu)
3. Launch it from your home screen like any other app

What you get:

• Push notifications for invoices, tickets, and service alerts (configurable)
• A mobile-optimized layout with bottom navigation
• Fast access to power controls, consoles, and billing on the go

Desktop browsers (Chrome, Edge) also support installing it as a standalone window.

Your web hosting is managed from the Unified Panel at unified.sableservers.com — the same login as your billing and any other services.

To log in:

1. Go to unified.sableservers.com
2. Enter your email and password
3. Click "Log In"

If you've lost your login details, click "Forgot password" on the login page. Once logged in, open "Services" → your hosting plan to manage websites, email, databases, and SSL.

You can upload files using several methods:

Method 1: File Manager (Easiest)

1. Log in to the Unified Panel
2. Go to your hosting service → Select your website
3. Click "File Manager"
4. Navigate to your site's web root folder
5. Click "Upload" and select your files — ZIP archives can be extracted right in the browser

Method 2: SFTP

1. Download FileZilla or another SFTP client
2. Use the SFTP details shown in the panel (host, username, password)
3. Connect and upload files to your site's web root folder

Tip: The File Manager also supports folder uploads and creating/extracting ZIP, TAR, and TAR.GZ archives — handy for moving whole sites at once.

To create professional email addresses:

1. Log in to the Unified Panel
2. Go to your hosting service → "Email" section
3. Click "Create Email Account"
4. Enter the desired email address (e.g., info@yourdomain.com)
5. Set a strong password
6. Click "Create"

Accessing Email:

• Webmail: Open webmail directly from the Email section of the panel
• Mail Client: Configure Outlook, Thunderbird, or mobile devices using IMAP/SMTP at mail.sableservers.com (full settings shown in the panel)
• Forwarding: Set up email forwarding to external addresses

All mailboxes include modern spam filtering out of the box, so junk mail is sorted automatically.

SSL certificates are automatically provisioned for all domains:

Automatic Let's Encrypt SSL:

1. Add your domain to your hosting account
2. Point your domain's DNS to our servers (A record)
3. Wait 5-15 minutes for DNS propagation
4. SSL is automatically installed and renewed every 90 days

Manual SSL Installation:

1. Go to "Websites" → Select domain → "SSL"
2. Click "Upload Custom Certificate"
3. Paste your certificate, private key, and CA bundle
4. Click "Install"

HTTPS is automatically enforced once SSL is active. Check the padlock icon in your browser to verify.

To manage MySQL/MariaDB databases:

1. Log in to the Unified Panel
2. Go to your hosting service → "Databases" section
3. Click "Create Database"
4. Enter database name and create a database user
5. Set user permissions (full access recommended for CMS)

Accessing phpMyAdmin:

1. In the "Databases" section, click "phpMyAdmin"
2. Log in with your database username and password
3. Manage tables, run queries, import/export data

Your database connection details (host, username, password) are shown in the panel when viewing database details.

Yes! Web hosting accounts are backed up automatically:

• Offsite Storage: Backups are stored offsite on redundant object storage, separate from the hosting servers themselves
• What's Covered: Website files, databases, and email data
• Restores: Request a restore through a support ticket in the Unified Panel

Our recommendation: Backups are a safety net, not a substitute for your own copies. For business-critical sites, periodically download your own backup via the File Manager or SFTP (the File Manager can compress your whole site into a single ZIP for easy download).

Yes! The Unified Panel includes one-click installers for:

• WordPress - Standard WordPress installation
• WordPress + WooCommerce - WordPress with WooCommerce pre-installed for e-commerce

To install WordPress:

1. Log in to the Unified Panel
2. Go to your hosting service → "Applications" section
3. Click "Install WordPress" or "Install WordPress + WooCommerce"
4. Select your domain
5. Enter site title, admin username, and password
6. Click "Install"
7. Access your new WordPress site in 1-2 minutes

Other CMS platforms: While one-click installers are limited to WordPress and WooCommerce, you can manually upload and install any PHP-based application including Joomla, Drupal, Magento, PrestaShop, or custom applications via FTP or the File Manager.

The number of websites depends on your hosting plan — see the Web Hosting page for current plan limits and pricing.

Important Notes:

• All sites share the plan's storage and bandwidth
• Addon domains are fully functional websites, not redirects
• You can park domains (point multiple domains to same content)
• Subdomains don't count toward the domain limit

Need to host more sites? Upgrade to a higher plan or order additional hosting packages.

No, we do not offer domain registration services. We focus exclusively on providing high-quality hosting infrastructure.

Recommended Domain Registrar:

We recommend using Porkbun for domain registration. They offer:

• Competitive pricing with no hidden fees
• Free WHOIS privacy protection
• Free SSL certificates
• Easy-to-use DNS management
• Excellent customer support

After Registering Your Domain:

1. Log in to your domain registrar (Porkbun or other)
2. Update the nameservers to point to Sable Servers:
   • Primary Nameserver: ns1.sableservers.com
   • Secondary Nameserver: ns2.sableservers.com
3. Add the domain to your hosting account via the Unified Panel
4. Wait 24-48 hours for DNS propagation (usually completes within a few hours)
5. Your website will be accessible at your domain

Our Nameservers: ns1.sableservers.com and ns2.sableservers.com

If you need help pointing your domain to our servers, our support team is happy to assist!

Game servers are managed in the Unified Panel at unified.sableservers.com — the same login as your billing and any other services.

1. Go to unified.sableservers.com
2. Log in with your email and password
3. Select your game server under "Services"

From the panel you can:

• Start, stop, and restart your server
• Use the live web console to view output and run commands
• Manage files with the built-in file manager or SFTP
• Install mods and plugins
• Schedule automatic backups, restarts, and other tasks
• Monitor player activity and server analytics
• Invite subusers with limited access (great for co-admins)
• Connect Discord webhooks and Votifier integrations

Method 1: File Manager (Easiest)

1. Log in to the Unified Panel and open your game server
2. Download the mod/plugin from its official source
3. Open the "Files" tab and upload it to the appropriate folder
4. Restart the server to activate

Method 2: SFTP Upload

1. Download the mod/plugin from official source
2. Access your server via SFTP (details in the panel)
3. Upload files to the appropriate folder:
   • Minecraft: /plugins or /mods folder
   • Rust: /oxide/plugins folder
   • ARK: /ShooterGame/Content/Mods
4. Restart your server

Always backup before installing mods. Some mods may conflict with each other.

To upload custom maps to your game server:

1. Download the map file from a trusted source
2. Upload it via the panel's file manager, or connect via SFTP (credentials in the panel)
3. Navigate to the maps folder:
   • Minecraft: /world folder (replace existing)
   • Rust: Upload .map file to /server/[servername]/procedural folder
   • CS:GO/CS2: /csgo/maps folder
4. Update server configuration to use new map
5. Restart server

For Minecraft world uploads:

• Stop your server first
• Backup existing world
• Upload new world folder
• Rename to match server.properties world name
• Start server

Automatic restarts help maintain server performance:

1. Log in to the Unified Panel and open your game server
2. Go to "Schedules"
3. Click "Create New Task"
4. Select "Restart Server" as the action
5. Set frequency:
   • Daily at specific time (e.g., 4:00 AM)
   • Every X hours (e.g., every 6 hours)
   • Custom schedule (specific days/times)
6. Enable broadcast warnings (notify players before restart)
7. Save the scheduled task

Best Practices:

• Schedule restarts during low-traffic hours
• Warn players 5-10 minutes before restart
• Daily restarts recommended for Minecraft, Rust, ARK
• Combine with automatic backups

Yes! We support various game versions and server types:

Minecraft Versions:

• Vanilla (any version from 1.8 onwards)
• Paper (optimized for performance)
• Spigot (plugin support)
• Forge (mod support)
• Fabric (modern modding)
• Bedrock Edition
• Specific modpack versions

To change game version:

1. Log in to the Unified Panel and open your game server
2. Go to "Settings" → "Server Type/Version"
3. Select your desired version from dropdown
4. Click "Reinstall" or "Change Version"
5. Wait for installation to complete

Contact support if you need a specific version not listed in the panel.

SFTP access gives you full control over server files:

1. Get your SFTP credentials from the "Files" section of your server in the Unified Panel
2. Download FileZilla or another SFTP client
3. Create a new connection with:
   • Host: Shown in the panel
   • Port: Shown in the panel (SFTP)
   • Username: From panel
   • Password: From panel
4. Connect and browse server files

Prefer the browser? The built-in File Manager covers most tasks — uploads, edits, and ZIP/TAR compression — without any extra software.

Common Files to Edit:

• server.properties (Minecraft configuration)
• server.cfg (Rust/CS:GO settings)
• GameUserSettings.ini (ARK configuration)
• Plugin/mod configuration files

Tip: Always backup files before editing. Stop the server when editing critical config files.

Yes! Game servers include automatic backups:

• Automatic Backups: Your server's world, configs, mods, and plugins are backed up on a schedule — Standard tier plans retain your 7 most recent backups
• Offsite Storage: Backups are stored offsite, separate from the game host itself
• Manual Backups: Trigger a backup anytime from the panel before risky changes (new mods, world edits, version upgrades)
• Restores: Roll back to any retained backup with a few clicks in the Unified Panel

Tip: Pair scheduled backups with scheduled restarts so you always have a fresh restore point from a clean shutdown.

We support 139+ game templates with one-click deployment, covering the most popular multiplayer games:

Highlights include:

• Minecraft - Java Edition, Bedrock, modded versions
• Rust - With Oxide mod support
• ARK: Survival Evolved & Ascended - Including cluster setups
• Valheim - With ValheimPlus support
• Counter-Strike (CS:GO/CS2) - SourceMod and MetaMod support
• Palworld - Latest updates supported
• Enshrouded - Dedicated server support
• 7 Days to Die - Fully modifiable
• Terraria - TShock support
• Satisfactory - Dedicated servers
• Project Zomboid - Mod support

Don't see your game? With 139+ templates, chances are we already support it — browse the full list when ordering, or contact us and we can set up custom game servers for most dedicated server games.

Our game-hosting infrastructure runs from an enterprise-grade Canadian datacenter in Montreal, Quebec, with multi-carrier uplinks and on-network DDoS protection.

Typical in-game ping by region:

• Quebec / Ontario / NY / NJ / PA: typically 5–25 ms
• Atlantic Canada + US East Coast: typically 20–45 ms
• US Midwest / Manitoba: typically 30–55 ms
• US South / Prairie provinces: typically 40–70 ms
• West Coast (NA): typically 60–90 ms
• Europe: typically 80–120 ms

Traffic is carried over 10 Gbps uplinks with direct peering to major ISPs. If you have a specific region requirement or want guidance on which datacenter your community is closest to, contact us.

*See our Ping Our Network widget to measure your own connection.

Your in-game ping depends on three things: your distance to our Montreal datacenter, your local ISP routing, and your connection type (wired vs Wi-Fi).

Realistic ping targets (in-game UDP):

• < 30 ms — Excellent: Competitive shooters, fighting games, fast-paced PvP feel instant
• 30–60 ms — Good: Smooth for nearly every game including Minecraft PvP, Rust, ARK, CS2
• 60–100 ms — Fair: Perfectly fine for survival/co-op (Valheim, Palworld, Project Zomboid)
• 100–150 ms — Playable: Most games still feel responsive; competitive titles may notice it
• > 150 ms — High: Workable for relaxed PvE, less ideal for reaction-based PvP

How to lower your ping:

• Use a wired Ethernet connection — Wi-Fi can add 10–40 ms and cause jitter
• Close bandwidth-heavy apps (streaming, large downloads, cloud backups)
• If you're on a VPN, disable it — VPNs often route through distant exit nodes
• Check that no one else on your network is saturating the upload pipe

If your measured ping seems higher than the ranges above, open a support ticket with a traceroute and we'll investigate routing on our side.

The latency widget on our game-servers page measures the round-trip time from your browser to our Canadian infrastructure in Montreal over HTTPS.

How it works:

1. Your browser opens a TLS connection to unified.sableservers.com
2. We fire 5 small HTTPS requests, recording each round-trip time
3. The slowest sample is dropped (cold cache / TLS handshake noise)
4. The remaining samples are averaged and shown in milliseconds

How accurate is it vs. real in-game ping?

• Browser HTTPS ping is usually 10–30 ms higher than your true UDP game ping because it includes TLS encryption overhead and HTTP processing.
• Most games (Minecraft, Rust, ARK, CS2, Valheim) use raw UDP, which is leaner and faster.
• The browser test is a conservative upper bound — if it shows 60 ms, your in-game ping is likely 30–50 ms.

Quality bands shown by the widget:

• Excellent: < 30 ms
• Good: 30–60 ms
• Fair: 60–110 ms
• High: > 110 ms

The widget runs automatically on page load and includes a "Re-test" button if you want to compare wired vs Wi-Fi or after closing background apps.

All game servers include DDoS protection automatically:

What's Protected:

• Network-level DDoS attacks (UDP floods, SYN floods)
• Application-level attacks (game protocol exploits)
• Volumetric attacks (bandwidth saturation)

Protection Features:

• Always On: No configuration needed, protection is active 24/7
• Automatic Mitigation: Attacks are detected and filtered in real-time
• Traffic Scrubbing: Malicious traffic removed, legitimate players unaffected
• Multi-Layer Defense: Protection at network edge and server level

During an Attack:

• You may see a brief connection spike in panel
• Protection engages automatically within seconds
• Legitimate players should remain connected
• If issues persist, open a support ticket

For enhanced protection or custom rules, contact support to discuss enterprise DDoS solutions.

Our managed services provide hands-on infrastructure support:

Semi-Managed (CA$99.00/month per server):

• OS updates and security patches
• 24/7 server monitoring and alerting
• Automated backup management
• Basic security hardening
• Assistance with common issues
• Monthly health reports

Fully Managed (CA$299.00/month per server):

• Everything in Semi-Managed, plus:
• Application deployment and configuration
• Database optimization and tuning
• Custom software installation
• Performance optimization
• Proactive issue resolution
• Dedicated account manager
• Custom SLA options
• Emergency on-call support

Semi-Managed is ideal if you:

• Have some technical knowledge but want infrastructure handled
• Can manage your applications but need OS/security taken care of
• Want 24/7 monitoring without full hands-on management
• Need help with emergencies but handle day-to-day operations

Fully Managed is ideal if you:

• Want to focus entirely on your business, not infrastructure
• Need complex applications deployed and maintained
• Require proactive optimization and tuning
• Want a dedicated team managing your servers
• Need custom integrations and configurations

Quick Comparison:

Feature	Semi-Managed	Fully Managed
OS Updates	✓	✓
Security Patches	✓	✓
App Deployment	—	✓
Performance Tuning	—	✓
Dedicated Manager	—	✓

Managed services customers have priority support access:

Method 1: Support Portal (Preferred)

1. Log in to unified.sableservers.com
2. Click "Support" → "Open New Ticket"
3. Select "Managed Services" department
4. Describe your request or issue
5. Set priority level (Critical, High, Normal)

Method 2: Email

• Email: hello@sableservers.com
• Include "Managed Services" in subject line
• Tickets created automatically

Method 3: Phone (Fully Managed Only)

• Emergency hotline provided to fully managed customers
• 24/7 on-call engineer access
• For critical production issues only

Response times depend on your service level and priority:

Semi-Managed SLA:

• Critical: 1 hour response, 4 hour resolution target
• High: 2 hour response, 8 hour resolution target
• Normal: 4 hour response, 24 hour resolution target

Fully Managed SLA:

• Critical: 15 minute response, 1 hour resolution target
• High: 30 minute response, 2 hour resolution target
• Normal: 1 hour response, 4 hour resolution target

Priority Levels:

• Critical: Complete service outage, data loss risk
• High: Major functionality impaired, significant performance degradation
• Normal: Minor issues, questions, optimization requests

Custom SLAs available for enterprise customers. Contact sales for details.

Yes! We offer comprehensive migration services:

What We Migrate:

• Virtual servers and dedicated servers
• Websites and web applications
• Databases (MySQL, PostgreSQL, MongoDB, etc.)
• Email systems and mailboxes
• DNS records and domain configurations
• SSL certificates
• Custom applications and services

Migration Process:

1. Assessment: We review your current infrastructure
2. Planning: Custom migration plan with timeline and cutover strategy
3. Pre-Migration: Setup target environment and test procedures
4. Data Transfer: Sync data with minimal downtime
5. Testing: Verify all services working correctly
6. Cutover: Switch DNS/traffic to new infrastructure
7. Monitoring: 7-day post-migration support

Pricing: Migration services are quoted based on scope. Request a quote for your specific needs.

Yes! We can create custom SLAs for enterprise customers:

Custom SLA Options:

• Uptime Guarantees: 99.95%, 99.99%, or custom targets
• Response Times: Faster than standard SLAs (5-minute critical response available)
• Resolution Times: Guaranteed fix times with penalties for misses
• Maintenance Windows: Scheduled maintenance during your preferred times
• Dedicated Resources: Reserved engineer time, dedicated account manager
• Performance Targets: Guaranteed resource availability and performance levels

Industries We Serve:

• Healthcare (HIPAA compliance available)
• Finance (PCI-DSS, SOX compliance)
• E-commerce (high availability requirements)
• SaaS providers (multi-tenant infrastructure)
• Gaming (low-latency, high-performance)

Contact our sales team to discuss your specific SLA requirements and get a custom proposal.

We offer multiple support channels:

Support Tickets (Recommended):

• Log in to unified.sableservers.com
• Click "Support" → "Open New Ticket"
• Best for technical issues requiring investigation

Live Chat:

• Available right inside the Unified Panel
• Chat with our team in real time during business hours
• Complex issues can be converted to a ticket with the full chat history attached

Knowledge Base & Status Page:

• Browse self-serve guides in the panel's knowledge base
• Check status.sableservers.com for real-time service status and maintenance announcements

Email Support:

• Send email to hello@sableservers.com
• Automatically creates a support ticket
• Good for general inquiries

Discord Community:

• Join our Discord server
• Quick answers from community and staff
• Real-time chat support during business hours

Phone (Enterprise Only):

• Available for fully managed and enterprise customers
• 24/7 emergency hotline for critical issues

Support availability varies by channel and service level:

Ticket & Email Support:

• 24/7/365: Tickets can be submitted anytime
• Response Times: Based on priority level and service tier
• Overnight: Critical tickets handled by on-call engineers

Discord Community:

• Staff Presence: Monday-Friday, 9:00 AM - 5:00 PM AST
• Community: Active 24/7 with helpful members

Phone Support (Managed Services):

• Semi-Managed: Monday-Friday, 9:00 AM - 9:00 PM AST
• Fully Managed: 24/7/365 emergency hotline

Business Hours: Monday-Friday, 9:00 AM - 5:00 PM Atlantic Standard Time (AST / GMT-4)

Response times depend on your service level and issue priority:

Standard Support (VPS, Web Hosting, Game Servers):

• Critical: 2 hour response
• High: 4 hour response
• Normal: 12 hour response
• Low: 24 hour response

Priority Support (Managed Services):

• See the "Managed Services" section above for detailed SLAs

Priority Guidelines:

• Critical: Total service outage, data loss, security breach
• High: Major functionality down, significant performance issues
• Normal: Minor bugs, feature requests, general questions
• Low: Cosmetic issues, documentation requests

Most tickets receive initial response much faster than target SLAs, often within 1-2 hours.

Phone support is available for specific service tiers:

Who Gets Phone Support:

• Fully Managed Customers: 24/7 emergency hotline
• Semi-Managed Customers: Business hours phone support
• Enterprise Customers: Dedicated phone line

Standard Customers (VPS, Hosting, Game Servers):

• Phone support not included
• Use tickets, email, or Discord for fastest response
• Upgrade to managed services for phone access

Why Tickets Work Better:

• Written record of issue and resolution
• Attach screenshots, logs, config files
• Multiple engineers can collaborate
• Track progress and history

For sales inquiries, you can always reach us at hello@sableservers.com or through our contact form.

Opening a support ticket is quick and easy:

1. Go to unified.sableservers.com
2. Log in to your account
3. Click "Support" in the navigation
4. Click "Open New Ticket"
5. Fill out the ticket form:
   • Department: Select the appropriate service type
   • Subject: Brief description of issue
   • Priority: Critical, High, Normal, or Low
   • Description: Detailed explanation (see below)
6. Attach any relevant screenshots, logs, or files
7. Click "Submit"

You'll receive a ticket confirmation email and can track progress in the Unified Panel.

Yes! Join our Discord community for real-time support:

Join Discord: discord.gg/sableservers

What's Available:

• Community Help: Get assistance from other Sable Servers customers
• Staff Support: Direct access to our support team during business hours
• Quick Questions: Fast answers for simple inquiries
• Service Announcements: Be first to know about maintenance and updates
• Feature Requests: Suggest and vote on new features

Discord Channels:

• #news - Official announcements and company updates
• #outages - Service status and maintenance notifications
• #tech-discussion - Technical discussions and community help
• #support - General support and assistance
• General 1 & General 2 - Voice channels for community chat

Note: For complex issues requiring investigation, we'll ask you to open a ticket for proper tracking.

Providing detailed information helps us resolve issues faster:

Always Include:

• Service Details: Which server/service is affected (hostname, IP, or service ID)
• Problem Description: What's wrong? What were you trying to do?
• When It Started: Exact time the issue began
• Steps to Reproduce: How can we recreate the problem?
• Error Messages: Exact error text or screenshots
• What You've Tried: Troubleshooting steps you've already taken

Helpful Attachments:

• Screenshots showing the issue
• Server logs (error logs, access logs)
• Configuration files (with passwords removed)
• Network traces or diagnostic output

Example Good Ticket:

Subject: Website returning 500 errors on checkout page

Details: Our e-commerce site (shop.example.com) started showing 500 Internal Server Error on the checkout page at approximately 2:35 PM EST today. The error occurs when customers click "Proceed to Payment". All other pages work fine. I've checked the error log (attached) which shows PHP fatal errors. I've tried restarting PHP-FPM but the issue persists. This is affecting our sales - urgent help needed.

Attachments: error_log.txt, screenshot.png

The more details you provide, the faster we can identify and fix the issue!

Good news: there's only one login to remember. Your Unified Panel account covers billing, VPS, game servers, web hosting, and support.

Unified Panel Password:

1. Go to unified.sableservers.com
2. Click "Forgot your password?" on the login page
3. Enter your email address
4. Request a password reset link
5. Check your email for the reset link (check spam folder)
6. Follow the email instructions to set a new password

Alternatively, if logged in: Go to "Profile" → "Security" → Enter current password → Enter new password → Save changes

VPS Root/Admin Password:

• This is separate from your panel login — see the "Virtual Servers" section: "How do I reset my root password?"

Email Mailbox Passwords (Web Hosting):

• Change these from your hosting service's "Email" section in the panel

Highly recommended! Two-factor authentication (2FA) adds an extra layer of security, and because everything runs through one account, enabling it once protects all of your services:

Enable 2FA in the Unified Panel:

1. Log in to unified.sableservers.com
2. Click your profile → "Security"
3. Click "Enable Two-Factor Authentication"
4. Scan the QR code with an authenticator app:
   • Google Authenticator
   • Authy
   • Microsoft Authenticator
   • 1Password
5. Enter the 6-digit code to verify
6. Save your backup codes! Store them securely in case you lose your phone

Once enabled, you'll need both your password AND the 6-digit code from your phone to log in.

Keep your contact information current to receive important account notifications:

1. Log in to unified.sableservers.com
2. Click your profile → "Account Details"
3. Update any of the following:
   • Email Address: Primary contact email (requires verification)
   • Phone Number: For account recovery and notifications
   • Billing Address: For invoices and tax purposes
   • Company Information: Business name and details
4. Click "Save Changes"

Important Notes:

• Email changes require verification via confirmation link
• Keep billing address accurate for tax purposes
• Update email before it becomes invalid (job changes, etc.)

Yes! We take data security extremely seriously:

Infrastructure Security:

• Physical Security: Tier III datacenter with biometric access, 24/7 guards, CCTV
• Network Security: Multi-layer DDoS protection, carrier-diverse routing, redundant firewalls
• Encryption: Data encrypted in transit (TLS 1.3) and at rest (AES-256)
• Isolation: KVM virtualization provides hardware-level isolation between customers

Operational Security:

• Access Controls: Role-based access, 2FA required for staff, audit logging
• Monitoring: 24/7 security monitoring, intrusion detection, automated alerts
• Backups: Encrypted backups, multiple retention points, tested recovery procedures
• Updates: Proactive patching, zero-day vulnerability response

Compliance:

• ISO 27001 certified infrastructure
• PCI-DSS compliant payment processing
• SOC 2 Type II assurance
• PIPEDA compliant (Canadian privacy law)

All data is hosted in Canada:

Primary Datacenter:

• Location: Montreal, Quebec, Canada
• Facility: Tier III aligned datacenter
• Certifications: ISO 27001, SOC 2 Type II, PCI-DSS
• Connectivity: Multiple carriers, direct peering to major internet exchanges

Data Sovereignty:

• Data never leaves Canadian jurisdiction
• Subject to Canadian privacy laws (PIPEDA)
• Protected from foreign data requests (CLOUD Act, etc.)
• Ideal for businesses requiring Canadian data residency

Backup Storage:

• Backup replicas stored in separate Canadian facilities
• Geographic diversity for disaster recovery
• Same security standards as primary datacenter

Future Expansion:

• Additional Canadian locations coming soon
• Calgary region planned
• All expansion within Canada

Our infrastructure is built on certified, compliant facilities:

Current Certifications:

• ISO 27001: Information Security Management System certification
• SOC 2 Type II: Service Organization Control audit report
• PCI-DSS: Payment Card Industry Data Security Standard compliance
• PIPEDA Compliant: Canadian Personal Information Protection and Electronic Documents Act

Datacenter Certifications:

• Tier III Design certification (Uptime Institute)
• LEED Gold environmental certification
• TIA-942 telecommunications infrastructure standard

Industry Compliance:

• HIPAA: Available for healthcare customers (managed services required)
• SOX: Sarbanes-Oxley compliance support
• GDPR: European data protection regulation compliance
• CASL: Canadian Anti-Spam Legislation compliance

Need specific compliance documentation for your audits? Contact us to request compliance reports and certifications.

All infrastructure is located in Canada:

Primary Location:

• City: Montreal, Quebec
• Facility: Carrier-neutral Tier III datacenter
• Network: Multiple 10Gbps+ connections to major carriers
• Power: N+1 redundant power, diesel generators, UPS systems

Network Connectivity:

• Direct peering with major Canadian ISPs
• International connectivity to US and European exchanges
• Low-latency routing across North America
• 8+ upstream carriers for redundancy

Coming Soon:

• Calgary, Alberta datacenter
• Additional points of presence across Canada

We guarantee 99.9% uptime for all services:

What's Covered:

• Network connectivity
• Power and infrastructure
• Hypervisor and virtualization platform
• Hardware failures (automatic failover)

What's NOT Covered:

• Scheduled maintenance (announced 7 days in advance)
• Customer-initiated changes (OS reinstalls, configuration errors)
• DDoS attacks targeting your specific service
• Software issues within your VPS/server

SLA Credits:

• 99.0% - 99.9% uptime: 10% credit
• 95.0% - 98.9% uptime: 25% credit
• Below 95% uptime: 50% credit

Higher SLAs Available:

• 99.95% and 99.99% SLAs available for managed services customers
• Custom SLAs for enterprise deployments
• Contact sales for premium SLA options

Yes! All services include DDoS protection at no extra cost:

Protection Capabilities:

• Network Layer (L3/L4): UDP floods, SYN floods, ICMP floods, fragmentation attacks
• Application Layer (L7): HTTP floods, slowloris, SSL/TLS attacks
• Volumetric Attacks: Multi-gigabit bandwidth saturation attempts
• Protocol Attacks: Malformed packets, exploitation attempts

How It Works:

• Always-On Protection: Traffic constantly analyzed for attack patterns
• Automatic Mitigation: Attacks detected and filtered in real-time (within seconds)
• Traffic Scrubbing: Malicious traffic removed, legitimate traffic passed through
• Multi-Layer Defense: Protection at network edge, datacenter level, and per-server

Limitations:

• Very large attacks (100+ Gbps) may require null-routing during mitigation
• Some game servers may experience brief connection hiccups during attacks
• Application-level attacks require proper application hardening

Enhanced Protection:

• Premium DDoS protection available for high-risk services
• Custom mitigation rules and whitelisting
• Contact sales for enterprise DDoS solutions

Network performance varies by service type:

Virtual Servers (VPS):

• Standard Plans: 1 Gbps shared uplink, unlimited bandwidth
• Premium Plans: 10 Gbps shared uplink, unlimited bandwidth
• Dedicated Resources: Available with custom configurations

Web Hosting:

• Shared 1 Gbps uplinks
• Unlimited bandwidth (fair use policy applies)
• CDN integration available

Game Servers:

• 1 Gbps minimum connectivity
• Low-latency routing optimized for gaming
• Unlimited bandwidth

Managed Services:

• Custom bandwidth allocation based on requirements
• Dedicated uplinks available
• Burstable bandwidth options

Fair Use Policy:

• Unlimited bandwidth means no hard caps or overage fees
• Sustained saturation of uplink (95th percentile >70%) may require upgrade
• Typical usage well within limits for normal operations

Yes! All services use enterprise NVMe SSD storage:

Storage Technology:

• NVMe SSDs: Latest generation enterprise drives
• RAID Configuration: RAID 10 for performance and redundancy
• Performance: Up to 7,000 MB/s read, 5,000 MB/s write speeds
• IOPS: Up to 1,000,000 IOPS for low-latency operations

Why NVMe Matters:

• Database Performance: 10x faster than SATA SSDs for database queries
• Boot Times: VPS boots in seconds instead of minutes
• Application Speed: Faster file access means snappier applications
• Gaming: Reduced chunk loading and faster world generation

Data Protection:

• Hot-swappable drives with instant replacement
• RAID rebuild without service interruption
• Battery-backed cache for write protection
• Automated health monitoring and predictive failure detection

Every service from basic web hosting to enterprise VPS gets the same NVMe performance.

Yes! IP address availability depends on service type:

Virtual Servers (VPS):

• Included: 1 dedicated IPv4 address
• IPv6: /64 subnet available free (not enabled by default - requires ticket to enable)
• Additional IPv4: Available for purchase via support ticket

Web Hosting:

• Standard Plans: Shared IP address
• Dedicated IP: Available as an add-on for a small monthly fee (see the Web Hosting page for current pricing)
• Use Case: Required for custom SSL certificates, certain applications

Game Servers:

• Included: Dedicated IP address and port
• Additional IPs: Available per IPv4 address for multi-server setups (see current pricing when ordering)

To Request Additional IP Addresses:

1. Log in to the Unified Panel
2. Submit a support ticket requesting IPs
3. For IPv4: Available for purchase at additional cost
4. For IPv6: Available free - Submit ticket to enable (not enabled by default) or request additional addresses
5. IPs are assigned promptly after approval

Important: IPv6 is not enabled by default and requires a support ticket to activate. Submit a ticket via our ticket system to purchase additional IPv4 addresses or to enable/request IPv6 addresses.