FAQ

Support Operations Technical

1) How do I create an account? Use the Sign Up page to register, verify your email/phone (if required), then log in to the customer portal.
2) Can I use one account for multiple projects/clients? Yes—use separate projects/teams (if available) or separate credentials for segregation and auditability.
3) Do you support MFA? If MFA is available in the portal, we strongly recommend enabling it for all admin users.
4) I forgot my password—what should I do? Use “Forgot Password” on the login page. If access is blocked, contact support for verification-based recovery.
5) How do I rotate API keys/tokens? Generate a new token, update your applications, then revoke the old token to avoid downtime.

6) What payment methods are supported? Methods depend on your region and plan. For enterprise billing, we can support invoicing and bank transfer on approval.
7) Are services prepaid or postpaid? Most standard plans are prepaid; enterprise services may be on contract/invoice terms.
8) Do services renew automatically? Many services renew automatically unless cancelled before renewal. Check the portal plan settings.
9) What happens if payment fails? Services may be suspended after a grace period. Prolonged non-payment can lead to termination and data deletion per policy.
10) Can I upgrade or downgrade anytime? In most cases yes, subject to product constraints and resource availability.

11) How fast is provisioning? Most instances deploy in minutes, depending on OS image and capacity.
12) Do you support custom ISO? If the platform supports it, you can attach ISO images; otherwise request support for custom image onboarding.
13) What virtualization do you use? This depends on the cluster/region. We optimize for stability and predictable performance.
14) Can I reinstall OS? Yes—reinstall from the portal. Ensure you backup data first.
15) Is RDP allowed for business use? Yes, as long as use complies with ToS/AUP and licensing obligations.
16) Do you provide static IP? Yes—most instances include a public IP; additional IPs may be purchased subject to availability and justification.
17) What about reverse DNS (rDNS)? rDNS can be set for eligible IP resources; contact support if your plan requires manual validation.

18) Do you provide cPanel/DirectAdmin? Availability depends on product line. For managed hosting, control panels can be included or optional.
19) Can I host WordPress? Yes—standard LAMP/LEMP stacks work, and managed options may be available.
20) Do you provide email hosting? Email services may be available as a product; for high deliverability, configure SPF/DKIM/DMARC correctly.
21) Do you manage SSL certificates? You can use Let’s Encrypt or upload your own certificates depending on the platform.

22) Is object storage S3-compatible? Yes for supported plans—use S3 APIs/SDKs and your access keys.
23) Do you provide snapshots? Snapshots are typically available per instance/volume. Check retention/limits in your plan.
24) Is backup included? Backups may be optional. Always confirm your plan’s backup coverage and retention.
25) What happens to storage after termination? Data may be deleted after retention windows. Export critical data before cancellation.

26) Do you provide CDN? Yes—CDN availability depends on plan and use case (static, dynamic, streaming).
27) How do I configure CDN? Point your domain/CNAME to the provided endpoint, configure origin, cache rules, and TLS.
28) Do you offer DNS hosting? DNS services can be provided for authoritative zones, records, and routing policies (where supported).
29) Why is cache not hitting? Check cache-control headers, bypass rules, query-string settings, and purge status.

30) What attack types are covered? Coverage depends on plan—common L4 floods and some L7 vectors may be mitigated with appropriate configuration.
31) Can you guarantee 100% protection? No provider can guarantee prevention of all attacks, but we aim to reduce impact and restore availability quickly.
32) Will you null-route during severe attacks? In extreme cases, temporary null-routing may be applied to protect network health and reduce collateral damage.
33) How do I report an attack? Open a ticket with target IP/domain, timestamps, protocol, ports, and any packet captures/logs if available.

34) Do you offer BGP sessions? Yes for eligible services. Requirements include ASN, IP resources, and routing authorization (IRR/RPKI/LoA).
35) What do you need for peering? ASN, peering location (IX/DC), port speed, IPs, NOC contacts, and policy alignment.
36) Do you filter prefixes? Yes—filters may include max-prefix, prefix-length limits, RPKI validation, and policy-based route control.
37) Can I announce third-party prefixes? Only with explicit authorization and required documentation; unauthorized announcements are prohibited.
38) Do you support BGP communities? Where supported, communities can be used for routing intent (blackhole, traffic engineering, etc.).

39) How do I open a support ticket? Use the portal support section and include logs, screenshots, and precise issue steps.
40) What are support hours? Coverage depends on plan. Enterprise customers may have 24/7 or priority response terms.
41) Do you have maintenance windows? Yes—some maintenance is planned; emergency maintenance may occur for security or stability.
42) Can you help with migration? Yes—migration assistance is available for supported projects; scope and timeline depend on complexity.

Need help? Contact support via the portal or email support@joycloud.services with your account ID and service details.

Frequently Asked Questions