Frequently asked questions

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• Who can advise me when I am considering buying one of your products?

  If you need some advice on our hosting products, please do not hesitate to call us – we will be happy to answer your questions on +49 (0)361 6585355 or contact us via Live Chat online. And of course, you may also send us an email with your questions to [email protected].

• When is my product ready to be used?

  We always do our utmost to get your products up and running as soon as possible after receiving your order. We can usually get the service ready within 24 hours. We guarantee you the following provisioning times:

  • Domains: The same working day (ordered by 12 pm)
  • Root Virtual Server: Within one working day
  • Root Dedicated Server: Within one to three working days
  • Cloud Server: Within three to five working days
  • Mac Mini Server: Within one to three working days

• How long does it take to install and order the domain name?

  Installing new web hosting packages / dedicated servers / virtual servers or server rack spaces is generally completed within a few hours or days. If you have added one or several domain/s to your order it may take between 12 and 24 hours for the domains to be registered. If you want to transfer an existing domain to us it takes between one and three days. Please also note that domain orders – even if opting for “Direct Debit” as your payment option – can only be registered after the amount has been credited to our bank or PayPal account.

• Which payment options do I have at Keyweb?

  As a matter of principle payment must be made according to the payment option agreed (Direct Debit / Credit Card / Bank Transfer / PayPal). Customers ordering from outside of Germany can pay their first invoice only via bank transfer or PayPal. After the first payment they may pay by credit card or Direct Debit.

• Are there any discounts available?

  We grant up to 20% discount on certain products (as indicated) for 6, 12 or 24 months advance payment options. For further information on our KeyDiscounts click here.

• How do I get my access information?

  You will receive your access details for the customer menu (KCP) and your product etc. together with your invoice, forwarded by email in an order confirmation.

• Who will help with any teething problems (KCP/Support)?

  Our Keyweb Support Team will be pleased to help you, if you require technical assistance installing your product. Furthermore, if you have individual questions we are available to help you with any problems as far as they fall within our area of expertise.

  Technical customer support is available to you by phone or ticketing system 24/7/365. Experienced system technicians will give you technical support directly via our Keyweb Support Hotline +49 (0)361 6585330. You can send your questions to the Support Team in writing or report any faults via the ticketing system https://kcp.keyweb.de.

  For enquiries that go beyond general technical advice or which require a more in-depth investigation please always open a trouble ticket, even if a telephone enquiry has already been made. Your customer number, and possibly also access information, will be needed to ensure a smooth process and documentation of the problem.

• How do I order upgrades or additional options for existing products?

  You can order upgrades for existing products at any time. If you have any requirements just contact us via the ticketing system or by email and tell us what you need. We will then be happy to advice you in detail and will support you during implementation.

• How do I become a Keyweb customer?

  Becoming a Keyweb customer couldn’t be simpler! If you like what we have to offer, just select the product of your choice. An initial order overview then gives you the chance to add further services to your product as well as the option to add any domain names. When you have entered your personal details and the payment option, a final overview of your order allows you to check, if everything is correct before sending us the binding order. If you want to change something in the last instance, the “Back” key lets you return to the previous pages where you can make your changes.

  Following your order you will receive an initial order confirmation. We will then shortly contact you by telephone to check that all order details are correct. Once your server is complete, we will confirm your order by email. This email contains your access information and your invoice. And we will be pleased to welcome you as a new customer of the Keyweb AG.

  When ordering domain names you will receive your invoice immediately after we have checked all information via telephone. As soon as you have paid the invoice amount we will register your domain selection for you. This is done in real time within just a few minutes. 

• How do I order further domain names as an existing customer?

  If you are a customer of Keyweb already, you may simply order additional domain names via the ticketing system or by email. If, as a customer of a virtual or dedicated server you already enjoy access to our domain registration tool, you may take care of the order directly yourself.

• How do I order a new hosting product as an existing customer?

  Upgrades as well as additional features can be ordered via the ticketing system in KCP or by email at any time. However, if you want to order a completely new hosting product, this can only be done via our website www.keyweb.de.

• How can I contact the Accounts Department?

  If you have any questions regarding invoices or other accounting matters, our accounts department will be happy to assist. The best way to contact Accounts is by using the AccountsQuery-Form on the Contact & Support page, or alternatively, by using the ticketing system in the customer area, or by sending an email to [email protected].

• How is the service invoiced?

  Invoicing is generally done online. You can access your invoices in the KCP customer area under the menu item “invoice”. In addition, you will also receive your invoice via email at the address you gave us. If you wish, you can recieve the invoice at a different email address; please enter it in KCP under: "My data" → "Contactdata". If you wish to receive a hardcopy of your invoices with the post, we can arrange this as well; a postal charge of € 2.50 per letter applies. This request can also be made via "Your settings" → "Send invoice by post:"… To activate this please remove the tick.

• What is the invoicing modus operandi?

  You receive your invoice according to the chosen payment cycle; this tends to be at the beginning of a month. If you have opted to pay by Direct Debit, you will receive a Direct Debit Withdrawal Note telling you, when the invoice amount will be debited from your account (="Prenotification"). This is usually sent a couple of bank working days after receipt of invoice. If you have opted to pay by bank transfer/PayPal, the amount for the coming billing period has to be paid in advance.

• Can I also give a different invoicing address?

  Yes, you can have a different address for billing. However, you have to submit this address to us beforehand and in writing via ticketing, email or post.

• How and where can I change the way I pay?

  The payment option selected by you can be changed by fax, post and email, but also via the ticketing system or directly in customer menu under "my data" and then under "payment".

• How can I change my bank details?

  You can tell us your new bank details in the customer area under “my data” and then under “payment”. Please note, that in the event of a change in bank details the SEPA Direct Debit form must also be filled out anew and the new form must be submitted to us. You find the respective form in the download section on our website under the menu item “Service”.

• What are the bank details when paying by bank transfer and PayPal?

  If you have opted to pay by bank transfer, the following Keyweb AG bank details apply:

  HypoVereinsbank AG

  IBAN: DE92 8202 0086 0358 2066 11

  BIC HYVEDEMM498

  
  

  Please look up our e-mail-address for PayPal-transfers on your invoice.

• Who do I contact if I have a query regarding an invoice?

  If you have a query regarding an invoice or if you think the invoice contains a mistake, please contact our Accounts department. To do so please open a trouble ticket in the Key Control Management Centre. We will then check your invoice immediately and correct it if necessary.

• When does an invoice become due for payment?

  Payment for invoices if paid by bank transfer or PayPal must be received and credited to our account by the due date stated, which in general is 7 calendar days from the date of invoice. For Direct Debits or when paying by credit card the amount is automatically withdrawn from your account at the start of the respective prepayment period.

• What happens, when a return debit note is issued?

  If we are unable to withdraw the invoice amount from your account because of lack of funds, a return debit note is issued. In such an event you receive a corresponding payment reminder via email with the request to pay the outstanding amount (invoice amount plus return debit note fee) into our account. Should you think there was an error concerning your unpaid items, please contact our Accounts team.

• Where can I find my customer number?

  Your customer number is sent to you via email as soon as your order has been activated. You can also find your customer number on all your Keyweb invoices. If you do not have your customer number at hand for one reason or another, we can send it to the email address that you have entered on our system.

• Where can I change my invoice details?

  All necessary details that concern your invoice and payment formalities can be changed via the ticketing system in customer area or by sending us an email requesting the change.

• How can I cancel my contract with Keyweb? What are the notice periods?

  Termination for consumer contracts
  You can view your contracts easily and securely at any time in the KCP customer portal under My Data > Contracts with all details and cancel them simply by clicking. You are also welcome to call us on 0361 658 53 72 with your cancellation request and we will inform you about important details.
  Your contract can be terminated at any time with a 14-day notice period to the end of the respective contract term or the selected prepayment period.

  
  Termination for corporate clients
  If you want to cancel your hosting package you have to inform us in writing, sign the cancellation and send it by post or fax, or email the scanned pdf document via the ticketing system in customer menu. Cancellations we receive purely as an email, cannot be accepted as termination of contract. Once Keyweb has the cancellation you will receive a written confirmation of the receipt of termination which states the contract end date; this is done via the ticketing system, by email or by post.
  Please note that the contract can only be terminated with a 14-day notice period to the end of the respective contract term or the selected prepayment period.

• Are there any deadlines for a contract termination?

  Yes, the contract can only be terminated by giving us at least 14-days notice to the end of the respective contract term or the prepayment period chosen.

• What does prepayment period mean and what has it to do with the contract duration?

  During the ordering process you are able to select the invoicing period that suits you (monthly, half-yearly, annually or biannually). This invoicing period is also called prepayment period. Depending on the invoicing period selected this also equals the contract duration. And vice versa, the desired contract duration corresponds with the invoicing period or prepayment period.

• Which contract durations are available?

  When choosing the contract duration for your hosting offer, you are not bound to long-term contracts. Instead you can decide whether you would like to take out a monthly contract, a six-month contract, an annual contract or one that runs for 24 months. Depending on the contract duration and the invoicing period that results from it, we offer you attractive discounts of up to 20 % off the respective products.

• Is the account/server automatically cancelled when the contract expires?

  Consumer
  After the expiry of the contract period, your contract will be extended indefinitely. Then you have the option to cancel your product(s) at any time with 14 days' notice to the end of the month. With the conversion of your contract to an indefinite period, the billing period you have chosen will also change to monthly billing. Discounts for longer payment periods will cease with the changeover. However, you have the option of agreeing a new contract with the period of your choice in order to continue to benefit from attractive discounts of up to 20%.

  Corporate Clients
  If the contract is not cancelled in writing giving a notice period of 14 days to the end of the respective contract term, the contract shall automatically run for another invoicing period or in accordance with the payment cycle selected, but will not automatically be extended by more than one year.

• How can I notify Keyweb regarding changes to my contract?

  If you want to tell us about amendments of your contract you may do so by fax, post, email or you may use the ticketing system to contact our Service Team.

• Can I transfer my contract onto another person?

  Yes, changing the owner of the contract is not a problem. For a quick and smooth take-over we require an application for assignment and assumption of contract. You can find this form on our website under the menu item “Service” and in the download section titled “Documents”. Please send us the filled out and signed form “Transfer of contract” by post, as a PDF or by fax. We shall then implement the change of ownership as quickly as possible for you.

• How can I register my new company name with you or register a different contact?

  In the event of a change in company name we require information about the new name from you in writing. The contact person, however, may be changed by you in the customer menu (KCP).

• The contact email address that was registered in KCM is no longer accessible. How can I get hold of my access details?

  You can update your email address in customer menu, by post or by fax.

• I would like to get advice and information about your products or I have a certain question. How can I contact you?

  Our customer service can be contacted by phone Monday to Friday from 8.00 am to 5.30 pm. Just call us on +49 (0)361 658 53 55. We will be happy to assist! Of course you can also send us enquiries via the contact form or by email. Just email us at [email protected]. We will respond to you as soon as possible!

• I have sent you an email/contact request. When can I expect an answer?

  Naturally, here at Keyweb we are keen to answer your enquiry as quickly and thoroughly as we can. We try to respond to you as soon as possible, but at least within 24 hours (during work days). Should your enquiry require more thorough investigations or measures, we kindly ask you to be patient  with us, if clarifying your concern should take a little longer.

• Who can I contact if I am not happy and want to complain?

  As a quality provider we are of course always striving to keep our customers satisfied and happy with our performance. Despite our best efforts it may nonetheless in isolated cases happen that things are not as they should be, giving you cause for complaint. In such an event you need a point of contact outside of our regular service hours, who you can contact to explain the circumstances. For this reason you are able to address your concern directly to the managers of the Customer Service and Sales department in line with our quality management policy. To do so, please simply send us your complaint via the ticketing system in the online customer centre (KCM), where you select the appropriate area for the complaint. The complaint will then be internally traced back and once we have clarified the circumstances we will get back in touch without delay!

• I have a technical query. Who do I contact?

  Technical questions of a general nature can be handled over the phone – just call us on +49 (0)361 – 658 53 55 or email us at [email protected]. You can also quickly send a question via the ticketing system, addressed to the relevant area. Any technical queries that require a more in-depth explanation need to be dealt with via the ticketing system alone. We will be happy to call you back, if you wish.

• Why do I need a telephone password?

  The telephone password serves to check your identity quickly and easily when you are calling us on the phone. This way we can make sure that no unauthorised persons can gain information via the phone pretending to be you. For this reason it is important that you keep the telephone password at hand when calling our support helpline. For data protection reasons we will not be able to give you any information about your account, if you cannot give us your telephone password. You can specify or change your telephone password in the customer area under the menu item "Support", tab "Telephone Password".

• Where can I find the telephone password?

  The telephone password can be found in the customer menu under the menu item “Support", tab "Telephone Password". You may change it at any time.

• How do I change my telephone password?

  You can change your telephone password easily in your customer area (KCP): Click in KCM on the menu item “Support” and click on the tab “Telephone Password”.

• Where are the Keyweb servers located?

  We operate our own high-end data centres in Erfurt, Thuringia, where all our servers are housed. The Keyweb data centres ensure the trouble-free operation of the server infrastructure based on optimal network connection, uninterrupted power supply (UPS), air-conditioned environments, admission controls, video surveillance and much more.

• Is server availability guaranteed?

  In our Service Level Agreements we guarantee you a reliable, fast and professional connection with availability of the services offered at an annual average of 99%. The availability of the respective services is measured with internal and external measuring stations specially set up outside of our own network and a 24/7 monitoring system checks the functionality and quality of our hardware around the clock. Based on the measurements of past years the availability of all services provided by us lay with an annual average of 99.9 % above the performance guaranteed by us. You can find more detailed information about this in our Service-Level-Agreements.

• Which operating system is used for the servers of Keyweb?

  All systems are operated with Linux/Apache web servers as standard.

• Which bandwidth do I have available?

  Depending on the tariff you choose, you have a bandwidth between 100 Mbit Switch Port and 1 Gbit Switch Port at your disposal. Exact details about the respective bandwidth can be found in the corresponding tariffs.

• What does Keyweb do with my data?

  Data protection and data security are extremely important to us. You can therefore rest assured that your data will be treated in the strictest of confidence! As soon as you visit our website and enter any of your details in our ordering system, you are in an SSL protected area. We, too, only access your data via an SSL-protected connection. Under no circumstances will we sell your data to third parties! All information about data protection and data security at Keyweb can be found in our Data Protection Declaration.

• Can I assume that the ordering process is encrypted?

  We guarantee you that the entire ordering process on our website is performed through an SSL-encrypted connection. This of course also encrypts the entering of your personal information several times over. Extensive technical and organisational security measures are in place that safeguard the best possible protection of your data from unauthorised access and misuse.

• Is the customer area used via an encrypted connection?

  Login onto the customer area (KCP) happens automatically via an SSL-encrypted login page https://kcm.keyweb.de/.

• Is my data being saved?

  Your personal data is only being saved for the purposes of processing the order, initiating and fulfilling the contract, for invoicing and contacting you. The data gathered is only processed and used in as far as is necessary and in as far as you have consented to it for sending you product information, making you a service offer or for the purpose of gathering market research information. You are free to revoke your consent for the use of your data for these purposes at any time in writing. It goes without saying that your data will never be passed onto third parties in any way shape or form. Nor will we ever create any user profiles. Your data are solely used to fulfil the business relationship between us or, for example, as proof of identity for IP numbers and login information.

• What happens to my data when I have terminated the contract?

  After termination of the contract and once all outstanding invoices have been paid, all data that concern the contract relationship will be deleted in their entirety.

• What is the customer menu?

  The customer menu is the all-encompassing interface between Keyweb and you as our customer. You can find the KCP under the following URL: https://kcp.keyweb.de
  

  In this protected customer service center, we offer our existing customers a comprehensive service and support area. Here you can change your personal data and view important connection data. Access to the customer menu is only possible through authentication with customer number and password.

• What can I find in the customer area?

  The customer area is divided into six categories: Dashboard, My Data, My Products, Current Information, Services and Support. For example, you can view your invoices, update all contact details, change payment methods and passwords or manage your products. If you need technical support or have other inquiries, you will find all the necessary options under "Support", such as the ticket system and the status area.

  Under "Support" you also have the opportunity to watch an introductory tutorial on the customer menu.
  

• Where do I find my personal settings?

  In the customer menu you can view all personal data and make settings under the menu item “My data”.

  
  contact details

  You have the option of updating all contact details (except for your name / company).
  A reason can optionally be given. If you would like to change your name or that of the company, please contact our service team by ticket or email.
  Your login password is also managed here.

  invoice

  Here you will find all the invoices that you have received from our company. You can also see whether these have already been paid or are still pending.

  payment

  If your bank details have changed or if you would like to choose a different method of payment, you can make your adjustments under "Payment".

  Direct debit - If you use direct debit as the method of payment, you can get an overview of your direct debit mandate at this point.

  Additional accounts
  Under this tab you will find all information and settings for your possible sub-account.

• What can I do, if I have forgotten my login details for the customer menu?

  If you have lost your login password, have your customer number and the email address stored with us ready and request a new password in the login area under "Forgot password": https://kcp.keyweb.de
  A link will then be generated and sent to you by email, via which you can assign yourself a new password.
  If you have forgotten your email address or if it is no longer valid, please contact us. We can regain your access to you, subject to special validation measures.

• Can I also order through customer menu?

  Server orders in general and new hosting tariff orders can only be made via our homepage www.keyweb.de, with the exception of special requests. In the customer menu you can manage your data, make settings and contact us with your inquiries and requests via the included ticket system. If you would like to book additional options or features for your hosting product, you can do this very easily via the ticket system.

• What is the ticketing system and how do I use it?

  The ticket system can be reached after logging in in the customer area. As an existing customer, you can submit your inquiries, complaints, etc. in writing here. With the ticket system, your questions can be asked particularly quickly and easily. You will receive individual information on your request within a very short time. The way it works is similar to that of an e-mail system. Your ticket is identified by a reference number and assigned to the responsible processor for processing. You have the option to view or complete this at any time. After a ticket has been closed, it remains visible to you in the archive.

• What is KeyDisc?

  KeyDisc is an online storage medium that can be used like a hard drive via the network. Files are stored on a central server in the Data Centre and are made available via standard protocols such as HTTPS, FTPS, FTP, SSH, Rsync, SCP and SAMBA (Windows network drive). You can configure KeyDisc for instance in your root server as a backup target so that your data is also available during a new installation and no additional storage space has to be used up.

• How is KeyDisc accessed?

  There are many different ways of accessing KeyDisc. Registration details are always the same. If the password is changed it is automatically adapted for all options.

  Access via web interface – use your browser to upload or download files. Please note that it is not possible to upload files that are bigger than 2 GB via the browser due to technical limits. If you intend to upload larger files or if you tend to have many files, we recommend using a different form of access.

  SCP - SCP is a safe transfer method that uses the SSH service to transmit the data in encrypted form. Accessing KeyDisc is done exclusively via the newer SSH protocol 2. Under Windows use an SCP-capable client such as WinSCP. To transfer regular backups from a Windows server a Windows version of rsync is helpful.

  For a connection via SSHFS (e.g. per script) it is necessary to first store the public key (from SSH) of the user on KeyDisc, which then accesses the script on the connected server. This is possible under “Settings”. Other than that the password is asked for at each call-up. The SSHFS call-up is to be done as follows: sshfs [email protected]:/files/ MOUNTPOINT

  SMB (Windows clearance) users of Windows can connect with KeyDisc simply via Windows Explorer. To do so enter the following in the Explorer address bar: "\\disc.keyweb.de". The login credentials are the same as the ones for access via the browser.

  FTP – use an FTP client such as FileZilla, SmartFTP or WinSCP (this is also suitable for other access forms) to access KeyDisc.

  The port for FTP is Port 21 by default. Hostname for access: "disc.keyweb.de". Please note: at FTP data are transmitted without encryption. Should an attacker be able to listen in on your network traffic, s/he would be able to see your password in plain text as well as the content of the files. We therefore expressly recommend not using FTP.

• What is IPv6 and does Keyweb support IPv6?

  IPv6 is a next generation, i.e. new version of internet protocol for the transfer of files over the internet. The protocol is for example used to address the devices involved in a data transfer (e.g. PC, server, router).

  The circa 4 billion IP addresses that are available with the current and commonplace IPv4 protocol are almost used up as a result of unstoppable global internet development. For this and other reasons the new IPv6 protocol was introduced a few years ago, offering almost unlimited address scope.

  Keyweb offers its customers IPv6 addresses as standard. Hence, websites can be accessed via IPv4 protocol and IPv6!

  In the majority of cases IPv6 should have no detrimental accessibility effect on your website hosted by us. However, the occasional interruption cannot completely be ruled out. You can check whether your PC is compatible with IPv6 at http://test-ipv6.com.

• For which products is TYPO3 used?

  Webhosting:

  Basically, you can use TYPO3 with products that offer PHP and MySQL support. There is one exception, which is when ImageMagick is optionally being used, as this module is not installed on WebPacks. If you want to use ImageMagick on a WebPack, you will have to install it yourself. ImageMagick may be integrated as a self-compiled CGI module.
  ImageMagick comes installed as standard on virtual/dedicated server managed products. Typo3 can immediately be used on these products to its full extent.

  Server products:
  In this case you can install and utilise TYPO3 as you please (and any additional packages that may be necessary).

• What does dFlat mean?

  Traffic is the data volume of a website. Keyweb dFlat already includes all traffic costs resulting from a website’s data transfers. It prevents excessive traffic. Which means you won’t have any unforeseeable additional costs. With dFlat we guarantee you 100% cost certainty and transparency.

  However, in accordance with the Fair Use principle the traffic generated ought to match your hosting product. In the event of traffic volumes being observed which are excessive, we are entitled to draw your attention to this fact.

• What is KeyInvest?

  KeyInvest allows you to buy the server you are renting after a certain rental duration. This option is only available to you if you order a Keymachine® of the Business Line – KM MB14, KM SB14, KM LB14 or KM GB12. You gain full and unlimited ownership of the server if you have previously rented it for 5 years from Keyweb. You may decide to opt for KeyInvest at the time of placing your initial order or at a later point in time during the contract duration. At the end of the contract term we sell you the Keymachine® for one Euro.

  After that you can choose whether you want us to send the server to you, free of charge, or whether you want to continue hosting it at Keyweb, connected as a colocation machine. In either case you will have a further 2 year full warranty from us for your Keymachine®.

  So that the contractual agreement regarding the server acquisition can come into effect, you must let us know your intentions to this effect in writing at least 14 days prior to the 5-years contract period coming to an end.

• What is a domain?

  A domain is the internet address of a website which is unambiguous and appears just once in the World Wide Web and which, following certain rules, is furnished with a freely selectable name as part of a Top Level Domain. It is made up of several elements.

  Example: http://www. keyweb .de

  http stands for hypertext transfer protocol and designates the data transfer type used to send communication to the internet browser.

  www is the abbreviation for World Wide Web and is completed with a dot after the third w. It is also called the Third Level Domain and it is the prefix to every internet address.

  What follows is the Second Level Domain. This is the name of your choice.

• What rules have to be observed when choosing a domain name?

  Except for the minus symbol ("-") domains must not contain any empty spaces or any other symbols. Please make sure that your desired domain name is not protected by trademark rights or copyrights of third parties.

• What does TLD mean?

  Every domain name on the internet consists of a sequence of characters which are separated by dots. The term Top Level Domain Or abbreviated TLD in this context refers to the last segment in this sequence and designates the highest level within this name structure.

• How do I order a new domain?

  If you want to check the availability of your desired domain simply enter the respective domain name in the domain check field and select your preferred domain ending. Next click “check domain”.

  You will then get an overview about your domain selection and you can see whether the domain is still available or has been taken already. If you want to order a domain that is available, click on ‘order’ and then click ‘next’. If you want to transfer an existing domain to Keyweb, tick the box domain transfer and enter, if you know it, the corresponding Auth-Code into the respective field.

• How quickly can my new domain be registered?

  The registration of a domain is generally performed in real time, i.e. the registration is forwarded immediately to the appropriate registry operator. The domain you ordered is therefore being registered for you just a few minutes after your contract has been cleared! Please bear in mind, however, that the registration of a domain only actually takes place when you have paid the invoice amount.

• Which contract durations apply to domains?

  Domains are registered for a period of 12 months as a matter of principle. Any further domains ordered and added subsequently by the same customer also have a contract duration of 12 months from the time of registration.

• Can I order further domains to add to my hosting package / my server?

  You can add further domains to your contract at any time.

• Can I change a domain name after registration?

  Because a domain is always registered for 12 months and registration is binding, it is not possible to make changes to the name.

• Who is the owner/Admin-C of domains?

  Owner/Admin-C of domains is normally the person that has ordered the domain from us. Resellers let us know beforehand, whether they themselves or their own customers should be registered as domain holders on WHOIS.

• How do I terminate individual domains?

  Termination is effected via a simple signed letter send in by post, fax or pdf file and must be received by us at least 14 days before the registered 12 months period ends.

• What happens when a domain is deleted?

  When deleting a domain the domain is irretrievably removed – the process cannot be undone again. After deletion the domain name becomes freely available again and may be registered anew by anybody.

• What is involved in returning a domain to DENIC?

  When a de-domain is returned to DENIC it is released from the responsibility of Keyweb AG, which also returns to DENIC. DENIC gets in touch with the holder in order to clarify what their intention is as regards the domain.

• How do I initiate a (DE)NIC deletion?

  Deletion is effected by the termination plus a written additional declaration of the owner that s/he does request the irrevocable deletion of the domain.

• How can I release my domain for a transfer?

  The release to transfer is effected with the termination of the domain coupled with requesting the Auth-Code.

• Are there any deadlines for a contract termination?

  The deadlines for the termination of your domain differ depending on the product: If you have ordered web space (memory capacity) a period of notice of 14 days to the end of the respective prepayment period applies.

  If you have a domain without web space, have additional domains at a web space tariff or have ordered Top Level Domains, a period of notice of between 2 to 6 weeks to the end of the contract must be observed for a contract duration of 12 months. We will send you information regarding the period of notice applicable for the domain ending you ordered with your first invoice in the post. If you are not terminating the contract it is automatically extended by another term in correspondence with the billing period.

  Make use of domains in connection with a virtual or dedicated server with access to domain registration tools where you as customer take care yourself of the administration of your registered domains. This way you are solely responsible for the timely termination of your domains. Any respective additional registered domains must be terminated to the end of the contract duration giving a notice period of one day. If you are not using the domain registration tool, you have to instruct Keyweb at least 2 working days prior to the respective period of notice with the termination of the domain in question.

• How will I receive the Auth-Code when I terminate my domain with Keyweb?

  The Auth-Code is given to the customer together with the confirmation of the contract termination. This is done via email.

• What is the Auth-Code and why do I need it when transferring domains?

  The Auth-Code (Authorisation Code) is a combination of several letters, numbers and/or symbols which are generated specially for each individual domain. Only if the new provider has this code they are able to initiate a domain transfer.

• Why do I get WHOIS reminder emails or extension emails??

  You receive these emails so that your WHOIS data can be kept up to date.

• Can I also have third party domains hosted with Keyweb?

  Of course you can also use third party domains and apply the products of Keyweb for them. This is made possible through forwarding and redirection.

• What is the domain registration tool and what can I do with it?

  With the aid of a domreg tool (Domain Registration Tool) you have the option to be in charge of the administration of your domain yourself, independent from the Keyweb AG. This means that you can carry out registrations, transfers, transits, deletions, contact updates etc. yourself.

• Is Keyweb a member of DENIC?

  Yes, the Keyweb AG is an official member of DENIC, i.e. we registrate .de domains directly with DENIC, the central and official registry of .de Top Level Domains. For you as a customer of Keyweb this brings the great advantage of us not being reliant on third-party providers, since we register .de domains directly with DENIC which means we can execute your order quickly and reliably.

• How do I transfer a domain to Keyweb?

  Transferring a domain to us is easy. When ordering just enter the domain to be transferred and the so-called Auth-Code for this domain. The Auth-Code is a unique password for the transfer which entitles us to relocate the domain on your behalf automatically to us from your old provider. If you don’t have the Auth-Code at hand at the time of ordering, you may tell us the code at a later date via our ticketing system in our KCM centre. Please remember to cancel/terminate your domain with your existing provider and remember to request the Authorisation Code by using the Provider Transfer Application. Upon completion of the ordering process you will receive an order confirmation via email from us, and we will contact you by telephone to check that all the information provided is accurate. We will then get in touch with your former provider to take care of everything else that needs to be done. You will only receive an invoice once the transfer has been successfully completed.

  If your domain has a different ending than de, .eu, .com, .net, .mobi, .org, .info, .biz, .us, .tv and .name, you can still proceed with your order. In this case we will make enquiries on your behalf as to the applicable transfer conditions for your particular domain ending and we will let you know the outcome of our enquiries. You are then free to decide whether you still wish to go ahead with a provider transfer.

• Am I going to be notified via email about the individual steps to be taken to change providers?

  You will receive an email from us when your domain transfer has been successful and has been released. We will also inform you in the event of your existing provider rejecting the application of a change of provider.

• Will I incur any costs when transferring a domain to Keyweb?

  The transfer itself is free. You only pay the annual fee for the respective TLD.

• How is the virtualisation done?

  Virtualisation is based on OpenVZ using our administration interface KeyVZ.

• In which way is OpenVZ virtual server different from dedicated servers?

  Kernel/kernel module/ driver: The kernel and kernel modules are predetermined by the host system and cannot be modified by us. Hence some VPN solutions and real-time virus scanners cannot be used, as well as other applications that need certain kernel properties to function. For the same reason it is not possible to install driver software.

  • Virtual memory swapping: Only the amount of RAM ordered can be used. Expanding capacity is only possible by changing to a higher product, but not by using a virtual memory swapping.
  • Hard drive/partitioning: The server does not visualise a whole hard drive, but makes a virtual data system available. Because of this no partitioning can take place and the data system cannot be changed.
  • Operating system versions: Only the operating system version pre-installed by us is supported. An upgrade to a newer version number of the same distribution or the installation of other distributions may be successful in some instances; however, we cannot guarantee this will be the case. For instance, problems may occur if certain components require newer kernel functions/versions than the ones offered by the host system. The virtual server may become damaged and unusable as a result.
  • Hostname: A permanent change of the hostname can only be performed by the Support team.
  • Performance: As the hardware is utilised by several customers, resources are divided between all systems, so that only a part of the host system’s capacities can be used.
  • Virtualisation: You cannot use any virtualisation solutions (VMWare, XEN, ...) within the virtualisation.
  • Time: The server’s time is automatically synchronised with a time server and cannot be changed within the virtual server. A configuration of an own NTP client is therefore neither possible nor necessary.

• With which operating system does my vServer run?

  When ordering you can choose between different Linux distributions. A new installation or an operating system change can be performed via the KeyVZ or you can request the Support Team to do this for you – free of charge. Please remember to secure your data beforehand, as it is deleted during a new installation. A Windows installation is not possible.

• Can I change the hostname of my server?

  If you have stated a certain server name at the time of placing the order, we will use this name when we install your server; if you haven’t, the server will be given a name following this template: kmXXXXX-XX.keymachine.de, whereby the letters X stand in for any number between 0 and 9. A permanent change afterwards can be requested from our Support Team.

• How do I manage my vServer RVS M14?

  You can restart, newly install, secure, etc. via the KeyVZ interface, which you access via https://IhreIP:4643. Use your server ID and root password to login.

• How is the virtualisation done withe a RVS S14, RVS L14 or RVS G14 server?

  Virtualisation is done on the basis of KVM (kernel-based virtual machine) via Proxmox.

• What are the advantages of KVM?

  By contrast, the advantage of KVM is that is possible to operate almost any number of operating systems without any additional adjustments under one central administration. This operating type is called full virtualisation or Hardware Virtual Machine (HVM). KVM is a hardware virtualisation technology and is available as a kernel module for the Linux kernel. Hence the hypervisor – i.e. the virtualisation software – also runs very close to the hardware. Complete virtual servers (with our own virtual hardware) are provided, in which almost any type of guest operating system can be installed. The virtual machine acts like your own dedicated server with firmly assigned resources. These resources exist in isolation, in contrast to OpenVZ, and cannot be influenced by other virtual servers.

  • Hard drive/partitioning: During installation partitions can be set up which can be formatted with any desired number of file systems
  • Operating system version: Almost any desired operating system may be installed. The operating system version can be upgraded – the same as for dedicated servers
  • Hostname: The hostname can be changed by the user at will
  • Performance: The resources are available to the virtual server as dedicated resources and are not influenced by other VPSs
  • Virtualisation: Theoretically the installation of another virtualisation within a virtual server is possible. However, we do not recommend doing this.
  • Time: The time can be set within the virtual server, for example by using an ntp server

• With which operating system is my vServer (RVS S14, RVS L14, RVS G14) run?

  When ordering you can choose from different Linux distributions. Retrospectively you may also install any other system of your choice, even Windows, if you hold the respective licence. A new installation can be done via the Proxmox administrative interface.

• Can I change the hostname of my server (RVS S14, RVS L14, RVS G14)?

  You can change the hostname in the configuration of the installed operating system.

• How do I manage my vServer (RVS S14, RVS L14, RVS G14)?

  You can manage your virtual server via the Proxmox interface (restarts, new installations, etc.).Use the server ID and the password assigned to you to login.

• What is a dedicated server?

  In a nutshell: a server just for you. Dedicated servers form a complete system, whose resources you can make full use of without having to share them with anybody else. Dedicated servers therefore make sense for demanding applications or where an internet presence is subject to heavy use/traffic. On one hand the advantage of this server version is that it is flexible and can be adapted to suit the different user requirements, and on the other hand it still provides full capacity, giving you unlimited hardware access for example.

• Can I have my server built or configured to suit my own needs?

  Of course you can also have a server put together according to your individual specifications. We will advise you by phone or you can send us your requirements in the inquiry form Dedicated Custom-Made.

• Which operating system is installed in my dedicated server?

  When ordering you can choose from different Linux distributions. A Windows installation is also possible. You can use your own licence or buy a licence from Keyweb.

• Can I also have different Linux distributions or operating systems installed rather than the ones offered by Keyweb?

  Yes, this is possible after corresponding agreement with our technical
  department. Alternatively, you can gain access to a KVM-system, with
  which you can install the server according to your ideas. Business Line
  servers come with a KVM-access by default.

  
  Please bear in mind: we can only provide complete support for systems
  we offer for installation on our website.

• What is the scope of the installations?

  If you order a server without Admin Software (e.g. Plesk), your server will be installed with the basic system including SSH access. You are then at liberty to install and configure any additional services to suit your needs.

  Servers with admin software already have all services necessary to operate webhosting installed, e.g.: web server inclusive of different scripting language modules, MySQL Server, Mail Server, POP3/IMAP Server, Spam Filter, and FTP Server.

  The respective versions depend on the operating system selected.

• Which host name will my server have?

  Generally all servers are given a name in the format of kmXXXXX.keymachine.de. But you also have the option to use your own domain name as your server name. In this case you have to remember, however, that the domain name is not included in the server price and neither is it automatically registered by us!

• Can I change from a dedicated server to another server?

  Please contact our sales department to perform a shift from one server product to another. They will in consultation with the technical department consider the feasibility and will then discuss the required steps and eventual outage time with you individually.
  

• How do I order additional features?

  If you want to extend the performance and/or the services of your dedicated server, please contact us via the support system in our customer area. Your personal queries can be checked via this route and if necessary we can then make you a new offer.

• Is there a remote console?

  You have the opportunity of gaining temporary access via a KVM console for a fee. To do so simply open a helpdesk ticket.

  Servers from our business range come with KVM access via IPMI as standard.

• Do I have to monitor the hardware (e.g. the RAID) myself?

  In the event of an outage of your server or individual services you have the opportunity to stay informed through our monitoring system via email or SMS and you can also activate an automatic restart via our reset system. A manual restart of a server by our technicians does, however, only take place if the customer has requested this via the ticketing system.

  Monitoring of a RAID is not activated when a server is delivered. If it reports a problem, we contact you and arrange a time to carry out a check.

• How do I manage my dedicated server?

  The operation is primarily effected via the remote control protocols which are generated by the operating systems. In Linux systems you can use SSH to do this and in Windows systems it’s the remote desktop. If you have ordered administration software, you can conveniently make configurations, such as setting up web space or creating email addresses, through a web-based interface.

• What kind of administration interfaces can be installed?

  Basically, any administration interface can be installed that is compatible with the installed operating system.

  We offer you the admin-software Plesk. Only for Plesk will you receive full support from us plus the respective licences needed to operate the software.

• What’s the difference between a Keyweb Private Cloud Server and servers from the prime and business range?

  Servers from our prime and business range are pre-configured for the simple operation of standard private and business applications. They do not require any previous knowledge, for example to set up domains or databases. The administration software conveniently takes care of this for you. And because you have 100% root access there are no other limitations. Our private cloud server is aimed at customers that need to present complex visualisations on their machines but do not want to have to bother with installation or set-up. Our private S14 and L14 servers come with a complete user programm. This interface enables you to add, change or delete virtual machines with great ease.

• On which virtualisation platform is a cloud server based and which operating systems are run on it?

  Several software packages on the market are specialised on virtualisation. Our servers are principally compatible with all products. We have opted to provide our own, in-house solution, which is based on Proxmox. We aim at giving our customers second-to-none support and for this reason strive to avoid, wherever possible, “off-the-shelf” software. Should you, however, prefer different software to ours, we shall be happy to install it for you. In this case please discuss your preferences before submitting your order. The same also applies to the operating systems. We recommend Linux Derivate Debian, Ubuntu and CentOS. Of course, any other Linux Distribution as well as Microsoft Server can also be run.

• How many cloud servers can I use simultaneously?

  Our private cloud servers are limited to the number of virtual machines. Beyond this there is of course the possibility of using further cloud servers running parallel. Please bear in mind that each individual server is a closed off unit on its own – i.e. you cannot access the resources of the respective other servers or make use of them. For such applications the so-called public cloud servers exist, which we will also offer as part of our portfolio in the near future.

• Are additional IP addresses available?

  We supply a sufficient number of IPv4 addresses for S14 (6 addresses) and for L14 (12 addresses). These are necessary in order to operate the virtual servers. We happily make further IP addresses from the IPv6 address area available to you, should you require these. As a direct member of Ripe we also have the option to order relevant customer networks upon request. Contact us if you want to find out more about this.

• What hardware is used for the cloud servers?

  The Private Cloud Servers are principally based on Keymachine^® Hardware from our business range.

• Where are the Keyweb data centres for colocation services and how safe is my server there?

  Since 2003 Keyweb has operated their own data centre in Erfurt with room for 5,000 servers. Only three years later the second data centre was acquired, also located in Erfurt. Both data centres are equipped with the latest technology and high-speed network connections. You find further details about our data centres here.

• Can I place any type of server – even self-constructed ones – at Keyweb?

  In principle you can house any kind of server in our data centre. However, the standard colocation offers per height unit are based on a 19'' rack measuring 600 x 800 mm and 800 x 800 mm respectively; hence a whole rack equals at least 42Us. Upon request we can offer you extra deep racks. Moreover, higher racks are no problem either, as long as they can still be connected to our infrastructure. If you have your own bespoke racks it will also be possible to accommodate these. We will be happy to make you a personalised offer, this also applies, if you require additional services for electricity and traffic than are included in our standard housing tariffs.

• How do I get the server to the Keyweb data centre and when can it go live online?

  As soon as you have ordered the desired colocation tariff and have received the corresponding order confirmation from us you can send your server to our data centre; either you have it delivered by parcel delivery or you arrange a date with us to deliver the server personally to our data centre. We will also be happy to collect the server from you, if you prefer. If you are sending the server via postal delivery to us, please ensure to enclose a letter or note that states your full name, and ideally also your customer number and other information (such as your address), which enables us to clearly identify you. You may also include special instructions for the operation of your server here, if necessary.

  Once your server has arrived at our data centre we will initiate the professional connection to our IT infrastructure according to what we have agreed with you.

• I have special requirements that lie outside of the standard colocation offers. Do you also allow for personalised colocation solutions?

  As we operate our own high-speed data centre in Erfurt we are able to be extremely flexible as to the individual needs of our customers. We are only too happy to work out a concept for you that addresses all the requirements and special wishes you may have. Regardless whether you are requiring special technological solutions, special racks or whole cage solutions - we will be pleased to make you a personalised offer.

• With which speed is my server connected to the internet and how is the traffic invoiced?

  Our 1U and 2U colocation products have a regular connection of 100 Mbps switch port. This may optionally be expanded against a one-off surcharge of € 99 to 1 Gbit/s-Port. If you have a whole rack the 1 Gbit/s-Port is included as a standard connection. Furthermore we can offer you for your data transfer volume a dFlat as part of our 1U and 2U colocation products. A whole rack includes a data transfer volume of 100 Mbit. As part of a personalised offer it is of course also possible for you to determine which speed and which invoicing modus suits you best.

• How is my energy consumption invoiced?

  Our offers already include electricity consumption; for the rack offer electricity consumption is limited to 1 x 16 A. Upon request alternative consumption-based offers can be agreed depending on your individual electricity needs.

• What are the advantages of having one's own SSL certificate?

  SSL certificates serve to increase the security of your website, whether it's used for internal communication as an intranet or for external communication on the World Wide Web. Data are encrypted to such an extent that they can be transmitted between web server and client without the fear of being misused by an outside third party. Moreover, you as the owner of the domain are demonstrating, by encrypting sensitive data such as bank details, passwords, credit card details and other confidential information, that all data transmitted via your site are secure. This makes visitors to your site trust you. Since numerous well-publicised cyber espionage cases around the world over the past few years have raised most internet users’ awareness as regards data protection, security aspects are naturally gaining in importance. For this reason any website and e-commerce operator, regardless of their size, are urgently recommended to adjust to the changed user behaviour and to use their own SSL certificate.

  In addition there is the argument to increase the placement of your own website in the search engines. The search engine giant Google has officially named the HTTPS certificate as an important ranking feature.

• What do I need to know when applying for an SSL certificate?

  SSL certificates can only be ordered for a domain or a sub-domain. This means, the certificate either applies to the encrypted call-up of the domain (e.g. https://your-domain.tld) or of the respective sub-domain (e.g. https://abc.your-domain.tld).

  Wildcard Certificates

  A certificate of this kind is ordered for one domain and can be used in conjunction with any number of sub-domains of that domain. If you order a certificate for *.your-domain.tld , you have the added bonus of being able to also use it with the domain name itself. For example, the certificate is valid for calling up "https://www.your-domain.tld", "https://xyz.your-domain.tld" and "https://your-domain.tld".

  If the certificate I issued for a third level domain such as *.subdomain.your-domain.tld, this bonus does however not apply! In this case the certificate cannot be used for the encrypted call-up of the domain itself (e.g. "https://subdomain.your-domain.tld"). If you want to call-up the domain here too via an encrypted SSL certificate, you can simply apply for an additional certificate for the domain.

  For all types of certificates

  When applying for an SSL certificate for your web space/server at Keyweb and any other provider you require your own, fixed IP address. This is a vital prerequisite for the issuance of the certificate. Please note that this IP address is only used for the issuance of your SSL certificate. You cannot use this IP address to call-up your domain, nor for any other purposes.

• Are the SSL certificates offered compatible with all browsers?

  The SSL certificates from GlobalSign offered by us are compatible with the browsers and mobile devices of approximately 99 % of internet users. In particular, compatibility is guaranteed with Microsoft Internet Explorer 5.01 and younger versions, Mozilla (Firefox) 1+, Netscape/AOL from Version 4.51, Opera 7+ and Apple Safari 1+ and Google Chrome.

  In other browsers or older browser versions visitors may see a message box appear on screen when calling up a website that has an SSL certificate. Despite this message the SSL certificates are nonetheless fully functional and ensure an encrypted transfer!

• Which digital certificate provider furnishes Keyweb’s SSL certificates?

  We only trust in the SSL certificates from GlobalSign. These certificate provider are amongst the global leaders in this field. You can find further information on digital certificates on our cooperation partner respective websites:

  https://www.globalsign.com/

• How long does it take to obtain a certificate?

  The issuance time for SSL certificates varies depending on the type of certificate and the level of authentification required; it can take as little as few minutes or up a week. Certificates that merely validate a domain, such as the AlphaSSL and the DomainSSL Certificate tend to be issued within just a few minutes. For the OrganizationSSL and OrganizationSSL Wildcard the domain owner is also being validated. Issuance of these certificates does therefore take around one to two working days. While the issuance of certificates with extended validation for domain and certificate holder may take up to a week until 10 working days. This applies for instance to the certificates called ExtendedSSL with EV.

  Please note that the issuance times for certificates involving owner checks also depend on how quickly the respective certificate provider obtains the necessary documents from you.

• I believe I have detected a fault; something is not working the way I expected it to. What can I do?

  Please let us know your observations by requesting a check through KCM, the same way you would do for other support enquiries. This way your enquiry will go straight to the technician in charge and we will be able to give you the best possible support.

• How do I install cron jobs on my server?

  Login to your server using SSH (Program Putty) as the relevant user for whom the cron job is meant to run and enter “crontab -e” on the console.

  You can find a brief how-to if you click on the following link:

  http://www.howtux.de/index.php?article=63

• I can’t ping my server. Why not?

  That’s because the ICMP tracing is turned off by default. If you want to activate the ICMP temporarily, you can do so using the following command (SSH/Telnet):

  #>echo "0" >/proc/sys/net/ipv4/icmp_echo_ignore_all

  This activation stays active until the next server restart.

  If you want to activate the ICMP permanently you can edit in the file /etc/sysctl.conf the line net.ipv4.icmp_echo_ignore_all and change the number 1 into a 0. Naturally this requires you to restart your server after you have implemented this change, or you have to change the ICMP temporarily (as described above) instead.

• The MSSQL server is not available. What’s the reason for this?

  Due to experiencing regular attacks on this location port (1433) of the MSSQL servers we have decided to block this port on our gateways. You can change the port or request to allow IP routing by sending us a ticketing request.

• Why is the memory usage of my Linux server always so high?

  Linux makes use of the entire available memory for internal processes within the operating system and releases memory as and when a program needs it.

• How can I update the time on my server?

  Keyweb AG operates an internal time server that enables the server with the aid of corresponding NTP clients to synchronise the time with the atomic clock. The address of the server is ntp.keyweb.de. Under Linux the time is updated as follows:

  ntpdate pool.ntp.org

• How can I block an IP address that navigates a DoS attack onto my servers?

  The following limitation applies for the action described in the following:

  You have to know which IP is attacking.

  First you log onto administration and click on local security guidelines. There on the left you select IP security guidelines on local computer.

  Now right-click on the white field on the right and select "Create IP security guidelines". Now click on next and enter a name, e.g. IP filter. Click next and tick “Standard Answer” and keep clicking next until the process is complete. Now we can see our filter in the white field on the right and right-click on properties. Then add to regulations ->.

  We click on ‘next’ and select “No specific tunnel”. Again click ‘next’ and select ‘all network connections’. At IP filter list we click on ‘add’. We call the new list “Blocked IP Addresses”. Now we click in the new window also on 'add’ and are now able to add the first IP that we want to block. The tick next to ‘mirrored’ has to stay ticked!

  Source address: Special IP

  Target address: any

  Protocol type: any

  Keep clicking ‘next’ until complete. We are now redirected to our old window and select the filter “blocked IP addresses”.

  We click ‘next’ and select “block”.

  Click ‘next’ and ‘complete’.

  Now click ‘okay’ and we land in ‘local security guidelines’. Right-click on ‘IP Block Filter’ and on ‘assign’. To add further IPs double-click on ‘filter’, then on ‘blocked IP addresses’, then again in the new window where we can add more IPs.

• How do I restart my server?

  If your server is already connected to our reset system, you will find the reset button in KCM under status area -> KMXXXX -> related links

  When you activate the reset there it takes approx. 5 minutes until it is active directly on the server. In older Linux versions it may take a little longer until the server is accessible again due to additional filechecks being performed.

  A reset can be performed every 30 minutes in order not to interrupt a server that is just undergoing a filecheck.

• What are the Keyweb DNS Servers?

  You can use the following DNS server as resolver:
  

  193.22.254.22
  Primarily you should use the DNS service on your server for resolving
  purposes.
  Domains cannot be registered with these DNS servers!
  You can find a list of free DNS servers here:

  
  

  http://nova.zonengoere.net/doku.php?id=server:dns

• How do I install or update programs?

  For Debian Linux the advanced packaging tool (apt) is used. It is used to look for applicable program parcels in the repositories, to install it or to generally update some programs as well as the whole system. The term “parcels” is used here, because a program usually tends to consist of several parts (modules) which all are interdependent from one another. apt is therefore not only used for the installation and the updating, but is also used to check dependencies. Hence, is a tool being installed, apt finds its dependencies, for example in order to integrate additional parcels or to delete existing ones that are not compatible.

  The repositories are locations that store tools and updates. These source locations are listed under /etc/apt/sources.list and can of course be edited here as well. The latter makes sense if a source is no longer available or if you want to install parcels from another source. Use an editor (e.g. vi, nano, etc.) for the editing task. For apt the parcel format ".deb" is used.

  The command for apt is "apt-get" and "apt-cache" and has to be entered with a range of diverse parameters.

  Here are the most important examples:

  apt-get install parcelname // installs and updates a parcel

  apt-get remove parcelname // removes a parcel

  apt-get upgrade // upgrades all parcels

  apt-get update // updates all repositories

  apt-cache search name // searches for parcels (*)

  (*) If you want to install a parcel but don’t know its exact name, apt-cache search is of great help. With this command plus the search term the system searches for all parcels in the sources that match the name entered.

  Enter for example "apt-cache search php" and it finds all parcels that contain the letters "php" in the parcel name. The list can become enormously long for some search terms. That’s why it makes sense to enter the pipe "| more" in order to receive the result page by page (apt-cache search php | more). Alternatively, the content may also be written in a file rather than on the screen. To this end use "apt-cache search php >filename". (Because of the symbol > the file is, if it exists, completely overwritten. )

• Can I compile my own kernel?

  Own kernels are unfortunately not possible in OpenVZs. The kernel is pre-determined by the master system. All VPS share it. In KVM-based systems you are able to compile your own kernel.

• Can I login as a root user via FTP?

  root login via FTP has been deactivated for security reasons.

  Alternatively you have the option of loggin in via SFTP or SCP. Many FTP clients already support SFTP as standard.

  Should your FTP client not offer SFTP support, you can use the program WinSCP, which is free. You can download it under the following link: http://winscp.net/eng/docs/lang:de

• How can I edit or view files?

  You can view and change files on your VPS via the Shell.

  The conventional text editor to view text files under linux is vi. You
  call up a file like this:

  vi file name

  (z.B: vi php.ini)

  Of course you can also use any other text editor you have istalled.

  You can also simply view files by using the command cat (cat file name).
  In doing so, the file's entire content will appear on the
  monitor and the maximal number of lines is often exceeded. The pipe less
  and more (cat file name | less or cat file name | more) helps to give
  out the file page by page.

• Why do the Apache configuration or pages not load?

  The standard configuration of the web server limits the number of the client processes that can be started, e.g. to 10. If more accesses take place, the page does not become visible or only after an extended waiting period. If a greater number of simultaneous enquiries to the server are required, this value can be increased. The error logfile (/var/log/apache2/error.log) in Apache may show an error message of this kind:

  Im error-Logfile (/var/log/apache2/error.log) des Apache kann eine Fehlermeldung dieser Art auftauchen:

  [Fri Jan 04 20:24:42 2008] [error] server reached MaxClients setting, consider raising the MaxClients setting

  In order to determine how many processes are currently running, you can have "apache" or "httpd" processes identified via "ps".

  You can adjust the value yourself in the configuration file.

  Unter Ubuntu: /etc/apache2/apache2.conf

  Unter CentOS: /etc/httpd/conf.d/swtune.conf

  Unter SUSE: /etc/apache2/server-tuning.conf

  Search for the entry “MaxClients” there and increase the value entered behind the term, e.g. to 30. But make sure you choose this value carefully and don't just set it high arbitrarily, because this may mean that the storage capacity reaches critically high values.

  Depending on the system used the entry may turn up in several configuration sections that relate to the different Apache types (prefork, worker, …). "Prefork" is the one that is configured in a standard installation. Should you not be sure what you are using it doesn’t do any harm to replace all incidents.

  You should furthermore check whether the setting “KeepAlive” should be activated for your website. Depending on the structure of your site, changing this could prove to be beneficial for your site’s performance.

  KeepAlive Off

  Restart your web server afterwards: /etc/init.d/apache2 reload or /etc/init.d/httpd restart

  If you want to know the precise technical details of how Apache functions, you can find detailed information heret

• How can I secure my virtual server and how do I restore it?

  The securing and restoring of your virtual server can be done via the Virtuozzo console. The customer is solely responsible for securing his/her server !! There is no additional securing of your virtual server from us. We therefore urgently advice you to perform regular backups in Virtuozzo. This secures the server completely with all settings and all files and makes it possible to reinstate it with these backups.

• How can I change the operating system of my virtual server?

  Changing the operating system is (so far) only possible through our Support Team. If you want to use only another Linux distribution, keep your KM number and your IPs.

  Changing from one Linux distribution into another one is free.

• How do I obtain access to my Windows server?

  Access to the Windows server is gained with the help of the Remote Desktop Client. You find it in the start menu, depending on the Windows version. Alternatively, you can call it up by using the keyboard keys “Window key + R” and entering “mstsc”.

• Why is the MSSQL server not assessable from outside?

  It is blocked because the SQL port is susceptible to frequent attacks on the network. All you have to do is change the port of MSSQL and then it will work.

• Is the use of the Windows update possible in virtual servers?

  In theory its use is possible, but we urgently recommend not to use it, because the manual installation of Windows updates can result in massive problems with the server. Windows updates are automatically integrated once the Parallels have been checked and cleared. You therefore have nothing else to do here.

• Where can I find the File Manager?

  You can only see the file manager, if you login as a root user in Plesk.

• I have a remote tool installed, such as Radmin or VNC, but I cannot start it. What’s the reason for this?

  Radmin/VNC does not work on a virtual server, as direct hardware access to the graphics card as required by Radmin/VNC is not possible.

• My website cannot be accessed on my RDS/VRS with Plesk. My browser seems idle for several minutes and then gives me an error message. What can I do?

  The reason for this is a faulty IonCubeLoader. You have to deactivate the loader. To do so you need to login to the system via the SSH, and then remove the file /etc/php.d/ioncube-loader.ini . Experienced users may of course also be able to deactivate the content of the file (using a semicolon or hash key). Finally you restart the web server with "service httpd restart".

• My server does not react to any IP/domain even though I have uploaded a website. However, when I enter the domain name in the browser nothing at all appears or I get an error message after a while.

  The problem in some RDS/VRS systems is the IonCube Loader. Please remove the file /etc/php.d/ioncube-loader.ini and then restart the web server again. After that it should work without any problem.

• The Confixx key expired. Can I get a new one?

  Simply enter the existing key into the Confixx license management again.
  This way it will be renewed.

• I receive an error message while setting up SSL certificates in Confixx, stating that the private key does not match the certificate. However, a review of the files shows that the key fits.

  How do I configure my name server under Debian manually?
  Important! Please adjust the following example „km10158.keymachine.de“ to your server name.
  First create a new empty file, e.g. the name of the server. In our example: km10158.keymachine.de and save it under /etc/bind/ .
  The content of the file (DNS zone file) should look similar to the following example:

  
  ;authoritative data for km10158.keymachine.de created by account
  $TTL 86400
  @ IN SOA ns.km10158.keymachine.de. root.ns.km10158.keymachine.de. (
  2004060112; serial number YYYMMDDxx
  10800; refresh time in seconds
  3600; retry time in seconds
  604800; time in seconds
  ….86400); minimum time to live in seconds
  ;name servers
  IN NS ns.km10158.keymachine.de.
  IN NS ns2.km10158.keymachine.de.
  ;mx informations
  IN MX 10 mail;host informations
  IN A 62.141.52.97
  ftp IN A 62.141.52.97
  mail IN A 62.141.52.97
  ns IN A 62.141.52.97
  ns2 IN A 62.141.53.97
  www IN A 62.141.52.97
  You simply replace km10158.keymachine.de by your server name within our company and adjust the IPs accordingly.
  Finally, enter the zone file in the Nameserver Config /etc/bind/named.conf.local . The entry should look like this:
  zone "km10158.keymachine.de" { type master; file "/etc/bind/km10158.keymachine.de"; };
  Now you restart the name server using "service bind9 restart" or "killall -HUP named" .

• I want to install Confixx on my VRS / RDS using Debian, which unfortunately does not work because of the missing eth0 port. What can I do?

  Unfortunately there is no Confixx template for Debian. It should work if
  you do not install Coonfixx from a template. It is important for the
  registration, that in the confixx_main.conf file the variable
  "virtuozzo" is set to "1". Otherwise the installation takes place as
  usual.

• To what extend do I receive support from Keyweb for Plesk and Confixx?

  We endeavour to ensure a good and thorough support. This affects primarilly products that are developed by us. Both Plesk and Confixx are alternate products and serve as an addition to our offerings. Because of the scope and the renewals we cannot perform/offer unlimited and free support for these programs. Especially regarding updates, please inform yourself beforehand, if problems with the installation of the existing system are to be expected.

  Please bear in mind, that we do not provide a guarantee for updates or installations not performed by us.
  Hereof excluded are customers with managed servers for which we
  undertake the setup.
  The producers, SW Soft GmbH, set up comprehensive documentations and
  forums on their sites, though.

• How do I turn off the register_globals under Confixx?

  To set up the register_globals for domains, proceed as follows:
  1.) login as administrator
  2.) click on settings -> httpd special
  3.) select "httpd-additional entries for domains"
  4.) select the domaian and click on the tick mark beneath "change"
  5.) enter "php_admin_flag register_globals on" (without quotation marks)

• What is Plesk?

  Plesk is an administration software for your webhosting, which has an user-friendly, graphic administration interface. It was developed for Linux, Unix and Windows.

  This administration software is enormously extensive and detailed. With Plesk you can profoundly set up and manage all system features of your server (email, domains, databases, hostings, …).

  It is a widespread but costly because licensed software.

  Licenses for Plesk are graded according to the number of the domains to administer. You have the choice between three license levels:

  - Web Admin for up to 10 domains

  - Web Pro for up to 30 domains

  - Web Host for an unlimited number of domains

  Moreover, additional modules are available for Plesk, which expand the range of functions. However, these are not components of the standard license and involve additional costs.

  The scope of features and price of Plesk are oversized for your purposes? Are you looking for a free alternative for an unlimited number of domains? Then our free administration software KeyHelp^® is the right solution for you.

• Where can I find the Plesk-Licence-Key?

  Log in to the customer menu (KCP), go to your status area and click the appropriate server. At "setting" you will find the category "Plesk license" and the associated License Key.

• Can I register domains with the administration software Plesk?

  Plesk as well provides the opportunity to register domains. You will be redirected to the service myplesk.com by clicking on the appropriate button.

  However, we recommend you not to use this service, because the prices for domains differ materially from the usal ones. And in this case we cannot offer support to handle problems with the registration.

  Please use our domain tools for domain registrations.

• How can I change the Plesk interface to another language?

  To set another language, the following conditions have to be complied:

  The Plesk-License-Key has to be enabled in Plesk.

  You find out, which language packs are installed on the server under: Server > Interface-Management > Locales

• How can I readout my Plesk password?

  Procedure for Linux:

  Call on the SSH console the following command: 'cat /etc/psa/.psa.shadow'

  From Plesk version 10.2 on you have to use the following command: /usr/local/psa/bin/admin –show-password

  Procedure for Windows:

  Open the command prompt (cmd). Change to the partition, where Plesk is installed.

  For virtual server it is C, for dedicated server usually D.

  Then enter: >p>

  cd %plesk_bin% (ENTER)

  plesksrvclient.exe -get (ENTER)

• What is the root password for MySQL on my server with Plesk?

  The „root“ login to MySQL is the following:

  Username: admin

  Password: Plesk Admin Password

  Regardless of the version of Plesk, you can use the following command to login with root privileges at MySQL.

  Linux: ~# mysql -uadmin -p`cat /etc/psa/.psa.shadow`

  Windows: %plesk_dir%\MySQL\bin\mysql -uadmin -p DATABASE_NAME

• Where can I find manuals for Plesk?

  You can download manuals and instructions for plesk directly from Odin's
  website:

  https://www.plesk.com/support/

• How do I set up DNS under Plesk?

  PDF-Manual: "Installing DNS with Plesk"

  You can find more instructions on our download page under "instructions
  and tutorials".

• How much does it cost to be a partner?

  The Keyweb AG Partner Scheme is totally free of charge. No financial obligations - you don’t pay anything!

• Where do visitors to my website end up when clicking on the link/banner ad?

  As soon as visitors to your site click on the respective Keyweb ad banner, they are directly forwarded to the domain pages of www.keyweb.de.

• Can I use more than one of your banners and links on my webpages?

  There are no limitations whatsoever as to the choice or number of banners that you can use. You may, for example, not just have a banner on your homepage, but can also place banners on several subpages of your website.

• Am I permitted to use the links on different websites?

  Where you place the links is entirely up to you. Basically, you are allowed to use them on any number of websites. But please note that all linked URLs must be documented on your Partner Account, as otherwise we are unable to link and credit traffic to your account/person.

• Can I also put other sponsors on my website?

  Which and how many other ad banners or links to other advertising partners you are using on your website again is entirely up to you.

• Can the link open up as pop-up, in a frame or in a new window?

  We hope you understand that any text link/banner has to be firmly integrated within your website.

• Which clicks earn commission?

  This is how easy it is to earn money: you earn commission for each visitor who lands on our website as a result of clicking on a banner or link on your website, and who then places an order (new customers only).

• How often is the commission paid out?

  We pay out your commission quarterly, if the amount has reached at least € 50. You may change this amount to suit you, if you wish.

• Which other rules do I have to follow in this Partner Scheme?

  All preconditions and regulations can be found under “Rules” in the Partner Scheme.

• Where can I find further information or help for the Partner Scheme?

  An extensive Partner Scheme Manual can be downloaded as a PDF from the login area of the Keyweb Partner Scheme. Should you have any further queries or need support you can contact us at any time at [email protected].

• What is KeyHelp?

  With KeyHelp^® we provide an among insiders very popular administration tool available for your Linux server (for Ubuntu LTS from 12.04 on). It is especially appreciated that KeyHelp^® can be used for free and for an unlimited number of domains. The management interface of KeyHelp^® is extremely user friendly and clear. Even without deep technical knowledge you are able to take full advantage of the wide range of functions thanks to a particularly simple user interface and menu design. Manage your Web server without training time on our administration software, and without knowledge of the operating system - easy, fast, without compromise.
  Furthermore, KeyHelp^® allows you the establishment/management of any administration-related applications, such as webmail, spam filtering, databases. For convenient administration KeyHelp^® is already included not only in Keyweb's virtual servers and dedicated servers, but also in private cloud servers and the web hosting tariff.

• Where do I find KeyHelp?

  Type the IP address of your server, or the server name in a browser of your choice.

• Is there a guide for KeyHelp?

  There are 2 manuals for KeyHelp^®. The Administration Manual is intended for administrators and describes the setup and management of your server, including the creation of users and domains, adding SSL certificates, editing DNS zones and access to various settings to customize the server perfectly to your needs.

  The User Manual documents the user's view of KeyHelp^® for example of web hosting customers, and describes how to manage your account, for instance the creation of e-mail addresses, the adding FTP users and the access to web statistics and additional functions.
  Links to the manuals can be found in our download area:
  https://www.keyweb.de/en/service/downloads