Frequently Asked Questions
We provide servers with Linux or Windows operating systems. Our staff also have experience of other OS such as AIX and VAX/VMS.
The Koallo servers are located within our own secure, carrier grade, Datacenter facility in Ottawa, Ontario, Canada.
The datacenter is a former NATO facility which was built as part of the Diefenbunker complex. The servers are protected by multiple layers of security including a barbed wire fence and three feet thick concrete walls as well as an EMP shield.
Our internal networks run at no less than Gigabit speeds. Redundant fibre connections to the Internet backbone ensure that your websites will be delivered lightning fast.
Our upstream backbone is built around multiple, diverse fibre rings and fully redundant architecture. Recovery times are measured in milliseconds based on MPLS fast reroute configuration.
We do not publish details of our security configuration. We do meet or exceed PCI/DSS standards and we use a third party to validate our security.
24/7 monitoring gives you and us peace of mind when it comes to ensuring availability of your sites. We believe in monitoring as much as we can to give indications of problems before they become serious.
For example we monitor the Environment Canada weather pages to allow us to prepare for bad weather. If a storm is imminent the systems are capable of automatically warming the generators.
| Service Level Agreement - Server Co-location.
Agreement Outline This Service Level Agreement (SLA) relates to co-location facilities leased by Koallo to its clients. This agreement does not cover web hosting services or dedicated servers leased from Koallo but does include environmental/critical systems, including power and HVAC. All systems and networks are monitored both by Koallo and by a contracted third party network monitoring company. As such, we have full records of availability of our services. In the event of Downtime (as defined below), at the Client's request, the monthly fee payable for the affected fixed-price components of the Service shall be reduced as follows:
If service availability falls below the minimum acceptable levels as defined by this agreement, clients are eligible for a credit to their account. The amount credited to the client's account is dependent on how far below the minimum acceptable standard the availability was for the given month. For every hour that the services are unavailable below the minimum standard, Koallo will credit the equivalent of 1 day's worth of service fees to the client's account. To claim credit, customers must contact technical support within the 14 days following the month they are claiming was below the minimum acceptable levels. Downtime. Downtime shall mean any interruption of sixty (60) seconds or more in the availability to users of any Website residing on the Hardware and made available through the Services, only if such interruption is due to either (i) failure by Koallo to manage a situation so as to cause interruption in Web availability, or (ii) a disruption in the connection between any such server and the Internet. For purposes of this Section, the Internet is deemed to consist of services that commence where Koallo transmits a Client’s content to Koallo carrier(s) at the Koallo border router ports. Such carriers provide Koallo with private and dedicated bandwidth. Koallo undertakes no obligation for the circuit or link between Koallo facilities and such carrier’s services. If router packet loss is in excess of fifty percent (50%) and is sustained for sixty (60) seconds or more, Koallo will classify this as an “outage.” If an “outage” continues for a time period of more than two (2) minutes, then such an outage will be deemed Downtime. If the latency across the Koallo national IP backbone exceeds one hundred and twenty (120) milliseconds, Koallo will classify this as Downtime. Maintenance Windows. In order to maintain and upgrade the Koallo IP backbone infrastructure, Koallo performs scheduled maintenance on its equipment. Outages or performance degradation during scheduled maintenance windows as a result of router, switch or server maintenance, are not considered Downtime for purposes of this section. Koallo shall make all commercially reasonable efforts to provide the client with reasonable prior notification of all scheduled and emergency maintenance procedures. Koallo will aim to provide 30 days notice to the client of any planned outage.
Koallo endeavours to restore service as quickly as possible in the event of an outage. Koallo's goal is to have someone on-site within 2 hours in response to emergencies and provide a mean time to repair (MTTR) of four hours. At Client’s request, Koallo will investigate any report of Downtime, and attempt to remedy any Downtime expeditiously. If Koallo reasonably determines that all facilities, system and equipment furnished by Koallo are functioning properly, and that Downtime arose from some other cause, Koallo can continue to investigate the Downtime at Client's request and reserves the right to recover labour and materials cost for services actually performed at the usual and customary rates for similar services provided by Koallo to clients in the same locality. |
We kid you not, we were seriously asked this question !
As the name was derived from the postal code there is no fixed rule on this one. Most pronounce the name koh-ah-loh.
Koallo Inc is a 100% privately owned Canadian company established in 2002 based in Carp, Ontario, Canada.
Our company name reflects how strongly we believe in buying locally and supporting the local economy. The name KOALLO is derived from the postal code of Carp, K0A 1L0.
A domain name is an identification label that defines a realm of administrative autonomy, authority, or control in the Internet, based on the Domain Name System (DNS).
Domain names are used in various networking contexts and application-specific naming and addressing purposes. They are organized in subordinate levels (subdomains) of the DNS root domain, which is nameless. The first-level set of domain names are the top-level domains (TLDs), including the generic top-level domains (gTLDs), such as the prominent domains com, net and org, and the country code top-level domains (ccTLDs). Below these top-level domains in the DNS hierarchy are the second-level and third-level domain names that are typically open for reservation by end-users that wish to connect local area networks to the Internet, run web sites, or create other publicly accessible Internet resources. The registration of these domain names is usually administered by domain name registrars who sell their services to the public.
Individual Internet host computers use domain names as host identifiers, or hostnames. Hostnames are the leaf labels in the domain name system usually without further subordinate domain name space. Hostnames appear as a component in Uniform Resource Locators (URLs) for Internet resources such as web sites (e.g., en.wikipedia.org).
Domain names are also used as simple identification labels to indicate ownership or control of a resource. Such examples are the realm identifiers used in the Session Initiation Protocol (SIP), the DomainKeys used to verify DNS domains in e-mail systems, and in many other Uniform Resource Identifiers (URIs).
An important purpose of domain names is to provide easily recognizable and memorizable names to numerically addressed Internet resources. This abstraction allows any resource (e.g., website) to be moved to a different physical location in the address topology of the network, globally or locally in an intranet. Such a move usually requires changing the IP address of a resource and the corresponding translation of this IP address to and from its domain name.
Domain names are often referred to simply as domains and domain name registrants are frequently referred to as domain owners, although domain name registration with a registrar does not confer any legal ownership of the domain name, only an exclusive right of use.
As you would expect we have redundant Air Conditioning, UPS protection and Diesel generator backup systems. Our generators have enough fuel to run for roughly seven days without refuelling.
We perform weekly tests ensure the backup systems are ready to able to carry the load in the event of a failure. Our monitoring system provides constant feedback on the temperature, humidity, security and power status of our datacenter.