Frequently Asked Questions

Our automated provisioning system ensures instant deployment:

• Virtual Servers: Ready within seconds of payment confirmation
• Web Hosting: Instant activation with automated setup
• Game Servers: Deployed within 24 hours with custom configurations

After signup, you'll receive a welcome email with your login credentials and access links to our management portals.

We accept the following payment methods:

• Credit Cards: Visa, MasterCard, American Express (via Stripe)
• Interac e-Transfer: For Canadian customers
• PayPal: Available for select services

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: All hosting plans include a full refund option within 30 days
• Pro-rated Refunds: Virtual servers are refunded for unused time
• Demo Access: Contact sales for a guided demo of our management portals

This ensures you can test our services risk-free.

After your order is processed, you'll receive access credentials via email. Here's where to log in:

• Billing Portal: billing.sableservers.com - Manage invoices, services, and account settings
• VirtFusion (VPS Control Panel): management.sableservers.com - Control your virtual servers
• Web Hosting Panel: webpanel.sableservers.com - Enhanced Control Panel for web hosting
• Game Server Panel: gameon.sableservers.com - Manage your game servers

Check your spam folder if you don't receive credentials within 15 minutes.

Your welcome email contains:

• Service login credentials (username and temporary password)
• Direct links to management portals (billing, VirtFusion, web panel, game panel)
• IP address(es) assigned to your service
• Quick start guide and documentation links
• Support contact information
• Billing portal access details

Keep this email for your records. You can reset passwords anytime through the billing portal.

Access your billing portal at billing.sableservers.com

First-time login:

1. Click "Login" in the top right corner
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 portal, you can manage services, view invoices, update payment methods, and open support tickets.

Billing depends on your service type and billing cycle:

• Monthly Services: Billed on the same day each month (your signup date)
• Annual Services: Billed once per year on your renewal date
• 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.

To update your payment method:

1. Log in to billing.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 varies by service:

• Web Hosting: 30-day money-back guarantee, full refund no questions asked
• Virtual Servers: Pro-rated refunds for unused time (minimum 1 day)
• Game Servers: 7-day money-back guarantee or pro-rated refunds
• Managed Services: Contact us to discuss refund options

Setup fees, domain registrations, and SSL certificates are non-refundable. To request a refund, open a ticket in the billing portal or email hello@sableservers.com.

To cancel your service:

1. Log in to billing.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 billing.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 billing portal.

Access VirtFusion at management.sableservers.com

Login credentials are provided in your client portal. To find them:

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

From VirtFusion, you can manage power state, view graphs, create snapshots, enable VNC console, and more.

To manage your VPS power state:

1. Log in to VirtFusion
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 VirtFusion dashboard at management.sableservers.com.

Yes! You can upgrade your VPS anytime:

1. Log in to billing.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 VirtFusion. Custom ISOs can be mounted on request.

To reset your VPS root/administrator password:

1. Log in to VirtFusion
2. Click on your server
3. Click "Options" in the navigation menu
4. Click "Password"
5. Click "Reset Password"
6. The new password will be emailed to you

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

VirtFusion is our VPS management platform that provides:

• Server Control: Start, stop, restart your VPS with one click
• VNC Console: Direct access to your server even if SSH/RDP is down
• Resource Monitoring: Real-time graphs for CPU, RAM, disk, and network usage
• Snapshots: Create instant backups and restore points
• ISO Management: Mount custom operating system images
• Network Settings: Manage IP addresses and firewall rules
• Reinstallation: Fresh OS install with a few clicks

It's a powerful, user-friendly alternative to traditional hypervisor management tools.

Step-by-step guide to enable VNC:

1. Log in to VirtFusion
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 VirtFusion
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

VirtFusion provides real-time resource monitoring:

1. Log in to VirtFusion
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 VirtFusion
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 billing portal to purchase additional IPv4 addresses
• IPv6: Available free but not enabled by default - Submit a support ticket from the billing portal to enable IPv6 or request additional IPv6 addresses

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

To mount custom ISOs for installation:

1. Log in to VirtFusion
2. Select your server
3. Go to "Media" tab
4. Choose from available ISOs or request a custom upload
5. Click "Mount" next to your desired ISO
6. 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.

Your web hosting uses Enhanced Control Panel (ECP). Access it at webpanel.sableservers.com

To log in:

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

If you've lost your login details, click "Forgot password" on the login page, or find them in the client portal under "Services" → "View Details".

You can upload files using several methods:

Method 1: File Manager (Easiest)

1. Log in to your Enhanced Control Panel
2. Go to "Websites" → Select your domain
3. Click "File Manager"
4. Navigate to the public_html or htdocs folder
5. Click "Upload" and select your files

Method 2: FTP

1. Download FileZilla or another FTP client
2. Use FTP details from your web hosting control panel (host, username, password)
3. Connect and upload files to public_html folder

Method 3: Git Deployment

• Available on Professional plans
• Connect your GitHub/GitLab repository
• Auto-deploy on commits

To create professional email addresses:

1. Log in to Enhanced Control Panel
2. Go to "Email" section
3. Click "Create Email Account"
4. Enter the desired email address (e.g., info@yourdomain.com)
5. Set a strong password
6. Choose mailbox size quota
7. Click "Create"

Accessing Email:

• Webmail: Access from ECP or webmail.yourdomain.com
• Mail Client: Configure Outlook, Thunderbird, or mobile devices using IMAP/SMTP settings in ECP
• Forwarding: Set up email forwarding to external addresses

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 Enhanced Control Panel
2. Go to "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 ECP when viewing database details.

Staging environments (available on Professional plans) let you test changes safely:

1. Log in to Enhanced Control Panel
2. Go to "Websites" → Select your domain
3. Click "Create Staging"
4. A copy of your site is created at staging.yourdomain.com
5. Make changes and test on staging
6. When ready, click "Push to Production" to go live

Benefits:

• Test plugin/theme updates without breaking live site
• Preview design changes before publishing
• Safe environment for development
• One-click push to production when ready

Yes! Enhanced Control 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 Enhanced Control Panel
2. Go to "Applications" or "WordPress" 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:

• Basic Plan: 1 domain/website
• Standard Plan: 5 domains/websites
• Professional Plan: Unlimited domains/websites

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 web hosting 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!

Access your game server panel at gameon.sableservers.com

1. Go to gameon.sableservers.com
2. Log in with your username and password (available in the client portal)
3. Select your game server from the list

From the panel you can:

• Start, stop, and restart your server
• View console output and logs
• Manage configuration files
• Install mods and plugins
• Schedule automatic backups and restarts
• Monitor player activity

Method 1: One-Click Installers (Easiest)

1. Log in to your game server panel
2. Go to "Mod Manager" or "Plugin Manager"
3. Browse available mods for your game
4. Click "Install" next to desired mods
5. Restart server to activate

Method 2: Manual Upload

1. Download the mod/plugin from official source
2. Access your server via FTP (details in 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. Connect to your server via FTP (credentials in 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 your game server panel
2. Go to "Schedule" or "Tasks"
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 game server panel
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.

FTP access gives you full control over server files:

1. Get FTP credentials from your game server panel (usually in "Files" or "FTP" section)
2. Download FileZilla or another FTP client
3. Create new connection with:
   • Host: ftp.yourgameserver.com (check panel)
   • Port: 21 or 8821 (SFTP)
   • Username: From panel
   • Password: From panel
4. Connect and browse server files

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.

We support a wide variety of popular multiplayer games:

Currently Supported:

• 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? Contact us - we can set up custom game servers for most dedicated server games.

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 ($99/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 ($299/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 billing.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 start at $500. Complex migrations 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 billing.sableservers.com
• Click "Support" → "Open New Ticket"
• Best for technical issues requiring investigation

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 billing.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 billing portal.

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!

Password resets vary depending on which system:

Billing Portal Password (UpMind):

1. Go to billing.sableservers.com
2. Click "Forgot your password?" on the login page
3. Enter your email/username
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 "My Account" → "Security" → Enter current password → Enter new password → Save changes

VirtFusion (VPS Control Panel) Password:

1. Go to management.sableservers.com
2. Click "Forgot Password"
3. Follow the same email reset process

VPS Root/Admin Password:

• See the "Virtual Servers" section - "How do I reset my root password?"

Web Hosting Panel Password (Enhance):

1. Go to webpanel.sableservers.com
2. Click "Forgot password" link on the login page
3. Follow the password reset steps

Alternatively, if logged in: Go to "My account" → Change password directly

Or from billing portal: Go to Services → Select hosting → "Reset Password"

Highly recommended! Two-factor authentication (2FA) adds an extra layer of security:

Enable 2FA on Billing Portal:

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

Enable 2FA on VirtFusion:

1. Log in to VirtFusion
2. Click your profile → "Security Settings"
3. Follow the same QR code process

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 billing.sableservers.com
2. Click your name in top-right → "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
• Toronto and Calgary regions 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:

• Toronto, Ontario datacenter
• 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:

• Basic/Standard Plans: Shared IP address
• Professional Plan: Dedicated IP available for $5/month
• Use Case: Required for custom SSL certificates, certain applications

Game Servers:

• Included: Dedicated IP address and port
• Additional IPs: $5/month per IPv4 address for multi-server setups

To Request Additional IP Addresses:

1. Log in to your billing portal
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.