Frequently asked questions
Questions
Plans, billing, support and reliability. If yours is not here, ask us directly.
Updated
General
Who is Rackyard?
Rackyard is a new infrastructure company. We sell virtual private servers (VPS), virtual dedicated servers (VDS), Minecraft servers, Discord bot hosting and Lavalink nodes, and plan to add dedicated servers later. The About page explains how we intend to run it.
Can I order a server today?
Yes. Plans marked available can be ordered from the pricing page.
Where are your servers located?
Servers currently run in Delhi, India, Miami, USA and Germany. Singapore is coming.
Products
What is a VPS?
A VPS (virtual private server) is a virtual machine with its own memory, storage and root access, on a physical host whose processor time is shared between customers. It suits websites, APIs, development and workloads that are busy in bursts.
What is a VDS?
A VDS (virtual dedicated server) is a virtual machine whose processor cores are reserved for you rather than shared. Some hosts call it a dedicated-CPU VPS. It suits workloads that keep the processor busy for long stretches.
What is the difference between a VPS and a VDS?
Both are virtual machines with root access. On a VPS, processor time is shared between customers on the same host, which keeps the price down and suits workloads that are busy in bursts. On a VDS, cores are reserved for you, so CPU performance stays consistent whatever other customers are doing.
Do I get root access?
Yes. VPS and VDS plans are unmanaged virtual machines: you have full root or administrator access and choose what to install.
What does unmanaged mean?
You run the server. We keep the hardware, network and virtualisation platform working; the operating system, software, updates and data inside your server are yours to manage. We are happy to help where we can, but that support is best effort.
Can I upgrade later?
Yes. Moving to a larger plan within the same product line is the intended upgrade path. Open a ticket from the client area and we will tell you how it will be applied to your service.
Are the plan specifications final?
Once a plan is on sale, its specification is the one you receive for as long as you keep it.
Billing
How am I billed?
Each plan shows its billing cycles at checkout. Monthly billing is the baseline.
Which payment methods do you accept?
Checkout shows the payment methods available to you.
Can I get a refund?
Yes. Your first service can be cancelled for a full refund within 3 days of paying for it. Within 15 days of any payment, we give a calculated refund for the unused days if a fault on our side stops the service working and we cannot fix it. After that, downtime is compensated with free days on the service under the SLA. The Refund Policy has the details and exceptions.
Do prices include tax?
No. Listed prices exclude tax. Where GST applies, it is added at checkout based on your billing details, and the checkout shows the total before you pay.
Support and reliability
How do I get support?
Customers open tickets from the client area. For questions before you order, use the contact page.
What are your support hours?
Open a ticket from the client area at any time, and we will reply as soon as we can.
Do you offer an SLA?
Yes. The SLA sets a monthly availability target of 99.9 percent. For every 2 hours of downtime in a month, we add one free day to the affected service, up to 30 days a month.
How will I know if there is an outage?
We do not run a public status page yet. If your service is affected by an incident, contact support and we will tell you what we know.