FAQ


Order a Kimsufi server

Order a service

What's the minimum commitment period?

The minimum duration is one month. When renewing your service you can choose between 1, 3, 6 or a 12 month renewal period (prices remain the same).
Automatic renewal by direct debit using a preregistered payment method is not yet available. You can renew your service from your customer account, by clicking on the "Renew" button in your dashboard.

I have generated an order but I didn't pay for it. Do I actually need to pay for it?

No, if a purchase order is generated but you have not settled it, you just have to ignore it.
Creating a purchase order doesn't entail any commitment.

Account validation (for countries that require support documentation)

If you are an individual:

Accepted proof of identity:

  • ID card,
  • or passport

Accepted proof of address:

  • Bills (gas, electricity, telephone),
  • or relevant certified proof.


What's the validation step?

As part of our anti-fraud policy, we perform several checks before we deliver our services to our customers.




Paying for a Kimsufi server

Which payment methods does Kimsufi accept?

Only Bank Card or PayPal

Can I register the same payment method in several customer accounts?

Yes, this is allowed. If this tolerance is abused, however, it may be questioned.



I have blocked my bank card, or my payment has been rejected by my bank. What should I do?

In this instance, the order will be automatically cancelled and the amount refunded (if there has been a withdrawal). You can then place another order, with a different payment method.



Can I cancel my order and get a refund?

If the order has completed, and the server has been setup, you cannot cancel the order. As the service has been activated, for the selected time period, no refund can be made.



Your website mentioned a 120-second waiting period, how come my server still hasn't been delievered?

The delivery waiting period indicated on our website is for information purposes only. If it says 120 seconds, this means that the server is already connected in our datacentre.
It is nonetheless possible that this waiting period be extended if your order has been put on hold following a request for identification documents by email.



What's the start date of my contract?

Your contract will begin on the date that your service is installed and delivered, and not the order date.



How do I exempt my account from VAT charges?

  • Professionals in the European Union: Please enter your VAT number in your customer profile to be automatically exempt from tax.
  • Professionals and individuals outside of the European Union: VAT is not refundable to non-European customers.


What should I do when I receive an email regarding a payment failure?

Please follow the sorting out process indicated in the email, or log in to your control panel. You will need to unblock your service by providing a payment method within 7 days following receipt of this email. Failing this, your services will be suspended. Contact our support via the forum in the commercial section.



How long do I have to settle an outstanding payment?

You must settle an unpaid bill within 7 days from the date of the payment error. By default, we will suspend your service and initiate a payment recovery process if payment is not settled by the end of this 7-day period. Moreover, we reserve the right to suspend all your services if you do not settle an overdue payment.




Launch/configure my Kimsufi server

Can you help me to install my Kimsufi server?

There are a number of guides and tutorials in the Kimsufi forum to help you get started with your Kimsufi server. You can also take part in the discussion thread along with the Kimsufi community.


http://forum.kimsufi.com/

Can I install a Windows licence on a Kimsufi server?

Unfortunately not; even if you have your own Windows licence.



Can I install a Plesk, DirectAdmin or cPanel on my server?

You can install one of these distributions on your server; however you will need to purchase any associated licences yourself, as we don't sell them.



How do I add IP addresses to a Kimsufi server?

It's not possible to add additional IP addresses to a Kimsufi server.



Can I upgrade a piece of hardware on my server?

No. Product offers are predefined and it isn't possible to add any hardware to a server. The solution would be for you to buy another server with the hardware you need.




Repair my Kimsufi server

Which type of technical questions do you reply to?

We reply to questions if you have encountered a problem with your hardware, when installing your operating system or if your server is in rescue mode. For all other questions, please go to the Forum.

http://forum.kimsufi.com/

If you ask a technical question for which we do not provide support, we cannot guarantee you a response. Support is only offered in French and English, on the forum or in ticket form (We do not offer technical support via the phone). Kinmsufi does not provide software support.



What information should I provide when I post a question on the forum?

If you have an issue with your server, we advise you to perform certain tests, depending on the issue, and copy and paste the result into your email. Please confirm whether we may intervene and make sure that you've backed up your data.

In rescue mode
For the test below you must login in SSH with the access codes sent to you via email.


Test a disk:

fdisk -l
smartctl -a -d ata /dev/sda


If your server has more than one disk:

fdisk -l
smartctl -a -d ata /dev/sda
smartctl -a -d ata /dev/sdXX for all the disks


Test the performance of your hard drive's cache memory:

hdparm -tT /dev/sdX (X = the letter of the relevant disk)


Network issue:

mtr IP (xxx.xxx.xxx.xxx)


RAM issue:

http://serverip:81: After running the test, a log file will be created and you can copy and paste its content into your message.



Can I buy a faulty hard disk?

When your server's hard disk is replaced, you can buy the failed drive. The price depends on your location. The disks are sent by UPS and are not tested beforehand. If it does not work, you do not qualify for a refund.
To buy the flawed disk, please contact support from your customer account.



How to put your server in rescue mode?

Rescue mode (rescue) is a survival mode which lets you catch errors. There is a guide in the Forum detailing the specific steps.




Terminate my Kimsufi server

When can I ask for a service to be cancelled?

You just have to stop renewing the server. The service will then be suspended when it expires, and then deleted (and all the data it contained erased) within 24 hours.
Please note, once it has been deleted, it cannot be restored.





Can't find the answer to your question?

Contact us on the forum.




About Kimsufi




Our concept: affordable dedicated servers!


To guarantee the best prices, Kimsufi has chosen to keep only essential components and services. Kimsufi are now sold directly and via thousands of resellers over 5 continents.

Kimsufi servers benefit from OVH datacentres located in North America and Europe, as well as the provider's own global fibre-optic network with anti-DDoS technology. The Kimsufi quality of service is approved by thousands of users.


More information

Need more?


Do your projects need more powerful machines, environments, options, services and guarantees that Kimsufi doesn't offer?

Explore our other server ranges:
So you Start (from 30.00/month) and
OVH.co.uk (from 59.99/month),

with Failover IP, Windows licences , advanced support or even vRack*(private network between your servers).






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