Have questions about our services? You are not alone! Below, we have compiled answers to the most common queries to help you get started, manage your account, and make the most of our hosting solutions.
Your Top Questions Answered
General Information
What types of service do you offer?
We offer Virtual servers (Cloud servers) like LXC and KVM. We also offer Dedicated servers (Bare Metal) for maximum security and customizability.
Where are your server located?
Our servers have Native IP as well as Brodcast IP. If you require a different IP to that initially assigned, please contact support.
Do you provide Duel ISP IP/ Native IP?
Our Server located in Bangkok, Thailand.
What is the Data Transfer Allowance (Bandwidth) for VPS or Dedicated Server.
The Data Transfer Allowance (Bandwidth) depends on your choice of VPS. A dedicated Server has unlimited Bandwidth usage.
Can we change the IP?
LXC Virtual Servers are designed for lighter workloads that use the host’s kernel, while KVM Virtual Servers offer maximum security and customizability with a separate kernel.
What is difference between LXC and KVM?
Yes, you can request a change of IP after placing your order, free of charge.
If you have any issues with the IP after ordering, please email our support team and explain why you need the IP/range changed.
However, please note that this service is only available for new customers/orders and for those for whom the IP is not functioning properly in their location. Additional charges may apply for no valid reason or a used product.
Pricing & Billing
What payment methods are available?
We accept various payment methods including Stripe (Cards, Google Pay, Apple Pay), PayPal, Cryptocurrency, and Alipay.
Do you offer a discount?
Yes, We offer a discounts on advance payment and long-term plans.
How to pay with AliPay?
To be able to pay with AliPay, your account must be in Chinese currency. It is best to select CNY (also known as RMB) during checkout.
However, if you have already ordered with a different currency and can’t pay, please contact support to get your account currency changed.
Can we have Payment Subscription?
Yes, All Service charges will be billed in advance, and if you have a subscription active, then the amount will be applied to your invoice automatically.
Can the Payment Subscription be canceled?
Yes, you can cancel your subscription at any time by opening a ticket or emailing our support team. Payment Subscription can also be cancelled through your payment app/website. Please ensure that the invoice won’t be paid automatically if the subscription canceled for payment and you will have to pay manually to continue using the service.
What if I have issues with my payment?
If you encounter any issues with your payment, please contact our support team ASAP.
Do you offer a refunds?
All refunds are at the sole discretion of the company and apply strictly to the original product purchased, excluding any add-on services or features.
If you are eligible for a refund based on the criteria mentioned in Terms & Service, please open a support ticket our support staff can contact you further with details.
Account Setup & Management
How do I create/access my account?
You can log in to your account by visiting your client Login page or Register here.
Where can I browse all your products?
You can browse all our products by visiting the Store page.
What to add in Hostname field for VPS/Bare Metal orders?
You can use any name of your choosing, for example ‘your.name’, ‘company.name’ or ‘example.com’. It is simply the name you want for your server.
Do you offer a referral program (Affiliate Service)? How do we earn?
Yes, we do have an affiliate service. The knowledge base ‘How to setup your Affiliate Account and Links‘ can help you with it.
Technical Support
Do you offer live chat support?
Yes, We offer a Live chat support 24/7.
How do I contact your support team?
You can contact our support by email support [at] serverly.host or by opening a ticket here.
Is your support available 24/7?
Yes, We have a 24/7 technical available for all the products.
How long does it take to resolve issues?
You will normally get a reply within 0 to 4 hours.
Server Features & Performance
What kind of server do you use?
We offer Thailand Bare Metal/ Dedicated Servers with various options.
Are the server SSD or HDD based?
Normally, our VPS plans are hosted on SSD for faster loading. Some custom VPS plans may be hosted on different setups, depending on requirements.
The Dedicated Servers we offer come with SATA3 HDDs. We also have a few Custom servers with SSDs, and if you have any special requirements for the server, please contact the support for more details.
What is the uptime guarantee?
We have 99.99% uptime guarantee for our Dedicated servers and VPS in Thailand.
Can I customize my server/VPS resources?
Yes, We offer custom Servers/VPS. in order to customize you will have to contact the support for your requirements.
Is it possible to install hosting panel on the server?
Yes, you can host a hosting panel like cPanel, Plesk, or DirectAdmin on dedicated servers. as well as on VPS (Depending on the resources) This allows you to manage multiple websites and accounts efficiently.
Do you offer both Linux and Windows hosting?
We offer Linux and Windows for dedicated server.
For VPS we offer only Linux Server.
Security & Backups
Do you offer automatic backups?
Yes, we offer Backup service for VPS, But do not offer for Dedicated Server for now.
Do you offer root Password?
All the server has root access, In some cases you will receive sudo user password depending on the product you ordered. You can then switch to root user by command ‘sudo su‘ and setting your own root password so only you can have full server control.
Can you access my server?
We only access your server if we are contacted by you for any issue.
Troubleshooting
How do I reinstall my server?
You can easily reinstall your VPS anytime through the client area. Simply check the relevant knowledgebase below based on your product.
Reinstall LXC or Reinstall KVM.
For Dedicated server there will be a small reinstall fee, or we can provide you with IPMI access to install it by yourself for free.
What should I do if my server goes offline?
If your server goes offline Check if the invoice is paid, if it is not paid the server might be suspended. Once paid the server should be back online if not try rebooting the server from the client area or contact the Support Team.
My server's root password is not working, what should I do?
If your servers ‘root’ password is not working try logging in with your username and password sent to you on your registered email address. Later you can switch to root user and set your new password. If the password is still not working you can contact the support team to reset your server password.
Upgrades & Other Services
How can I upgrade my server?
Please contact the support team to upgrade your server with your requirements.
Can you help set RDNS for IP of the server?
We offer RDNS service for free. simply open a support ticket for any request regarding setting the RDNS.
Will you help me install a hosting panel?
We can help you install a hosting panel with small charges of installation.
However we do not provide a license for the hosting panel.
Could you install OS that are not in the order form?
We can install custom OS for you for a small installation fee.
Miscellaneous
Do you allow E-mail hosting in the server?
Yes, you can use server to host emails.
However, it’s important to ensure that your email setup is properly configured. We recommend avoid spam or abuse emails. or we will have to suspended your services.
Is it possible to install VPN?
Yes, you can install a VPN on your VPS. After purchasing a VPS, you would need to install a VPN client that is compatible with your OS/VPS.
We also offer a OpenVPN server under our LXC plan.
Can we host Websites?
Yes, you can host multiple websites on our servers. hosting provides you with dedicated resources, allowing you to manage and host your websites effectively.
Kindly note that the websites must comply with our Terms of Service and guidelines. It’s important to ensure that your content adheres to the laws of Thailand and does not violate any of our policies.
Is there a knowledge base for self-help?
You can find our guides under the client area by accessing Knowledgebase
If you don’t find what you’re looking for, our 24/7 support team is just a click away to assist you further!
