Frequently Asked Questions
Service Questions
Q: How Do I Order A Server?
A: From the Orders page, clicking one of the model types Order Now link will take you to our secure shopping cart. From there you will be able to customize any of the available upgrades on your server as well as specify the host name. Once you have completed the checkout, you will receive an order confirmation within 60 minutes. Your credit card will not be charged until your service is online.
Q: When Will My Server Be Available?
A: We begin processing orders within 60 minutes during business hours and typically have servers online within 12 to 36 hours.
Q: Where Will My Server Be Located?
A: Currently all of our dedicated server sales are being provisioned to Equinix, 600 W 7th Street, Los Angeles, CA. This is a core point of presence for our network and one of our largest nodes.
Q: Do You Offer Backup or Firewall Services?
A: Not currently. We are working to implement new features soon.
Q: Do You Offer Services in Other Cities?
A: We do have limited space in Canada, the Midwest, and London. If you are interested in servers in these locations, please contact sales for a custom quote.
Q: What is CDN Optimization?
A: A really cool service only available on Route Sense Genuine Unmetered Servers. Please see the topic page.
Q: How Do I Choose The Right Bandwidth Option?
A: If you are unsure how much bandwidth your website or application requires, you're best bet is probably a burstable unmetered configuration. If you don't have a lot of streaming content, a Value Series 10Mbps server will be more than enough. For website that have streaming or large high definition images/video, or random large concentration of user hits (like news sites), the Bursty series with standard 100Mbps Burstable bandwidth is a great choice. If you've had your operation for some time and are familiar with its bandwidth consumption, and for example know it almost always pushes 25Mbps, then the Bursty or Pro Series with 25Mbps dedicated capacity option provides full burstability up to 100Mbps but ensures you'll always have enough dedicated capacity during peak traffic periods.
Q: Can I Upgrade My Bandwidth Capacity Later?
A: Of course! We are working on implementing an online upgrade system, but in the mean time you can email orders@routesensecorp.com and we can add dedicated capacity or greater burstability as needed.
Billing Questions
Q: How Are Your Services Billed?
A: All of our services are billed in monthly periods with no contract terms. If you purchase a server past the 1st of the month, you will be charged a pro-rated balance for the remainder of that month. If you purchase a server past the 20th of the month, you will be billed for the remainder of that month in addition to the following month. Example, if you purchase a server on January 5th, you will be billed for January 5th-January 31st. If you purchase a server on January 21st, you will be billed for January 21st-January 31st and the entire month of February.
Q: What Is Your Cancellation Policy?
A: Because there is no minimum term, we only require a five day notice before the start of your next billing period to remove your system from the monthly cycle. If you cancel mid-month, you will have the balance of that month to continue using your server until the 1st of the following month. If you do not notify us five days prior to the 1st of the following month, we will do every effort possible to remove your server from the monthly cycle but cannot guarantee it will be cancelled. Please contact us via email or phone to process cancellations within the 5 day window.
Q: What Payment Methods Do You Take?
A: We accept all major credit cards. If you require payment by check or wire transfer, please contact sales to arrange for a non-standard order payment method.
Support Questions
Q: What Kind of Support Is Offered With These Servers?
A: Our servers come with basic Operating System installation and remote hands support. The servers are not managed, and you are responsible for the content and overall software operation of your server. We support all of the hardware, as well as remote reboot and O/S reloading.
Q: Is Your Support 24/7?
A: Yes, we offer 24x7 support with a distributed network operations center based in the United States. We do not outsource any of our support methods (email, phone) to a 3rd party.
Q: How Do I Contact Support?
A: For all support questions, please use your Route Sense Control Panel login to issue tickets to our support team. If you are dealing with a complete system failure and need immediate help, please call us. Our 24x7 NOC can be reach for emergencies at (312) 878-4232
More questions? Shoot us an email or give us a call (312) 878-4230 option 1.