How do I contact Basalthold support or the abuse desk?

What makes a ticket quick to solve?

A ticket that identifies the machine and shows the symptom usually needs one reply, not three. Include:

• the order reference shown in your dashboard;
• the IP address, the hold, the city and the operating system;
• the message you saw, pasted as text, for example No route to host;
• the steps you took already, and the UTC time the trouble started.

Never paste an account number, a root password or a private key. The .pub half of an SSH key carries no risk. You log in as root over SSH: paste a public key at checkout and password logins stay off, or leave it empty and receive a temporary root password with the server, to replace at your first login.

How do I report a failed drive?

Open a ticket at the first sign of errors. When a drive fails, open a ticket: the team has it replaced at no cost, and rebuilding the array on the new drive is up to your setup.

Help the team pull the right disk: give its serial number from smartctl -i /dev/sdX. Attach zpool status or cat /proc/mdstat, whichever matches your layout. Once the new drive is in, the resilver is yours to start; RAID rebuild time with large drives shows how long to expect.

Can the team build an array before handover?

Yes, if your request arrives before the server is delivered. The operating system sits on its own SSD (two mirrored SSDs on the larger holds); the data drives arrive blank and unpartitioned, so you can build ZFS, an mdadm array or a set of independent disks. If you want the team to prepare a RAID 6 or RAID 10 array before delivery, say so to support before the server is handed over.

Reply on your order with "RAID 6" or "RAID 10" and the order reference. Unsure which? RAID 6 or RAID 10 on a rented storage server compares them.

What if my hold stops responding?

Ask for a reboot from the dashboard; the team carries it out. There is no IPMI or KVM-over-IP access for customers; reboots and reinstalls you request in the dashboard are carried out by the team. Reboots, reinstalls and cancellations are requested in the dashboard and handled by the team; a reinstall wipes every drive, data drives included.

A machine with a dozen drives takes several minutes to boot. With encrypted drives, it then waits for your passphrase: see unlocking LUKS remotely. If SSH stays dead, open a ticket naming the IP address and the last thing you changed.

How do I report misuse of a Basalthold IP address?

Mail [email protected]. Four details let the team trace it:

• the IP address at Basalthold;
• when it happened, with the time zone;
• what happened: spam, a phishing page, malware, an attack or a scan;
• your evidence: log extracts, complete mail headers or a link.

The acceptable use policy lists the banned uses and what follows a breach.

I lost my account number: can it be recovered?

It depends on whether you saved an email address. Keep your account number safe, since it opens your account. With an email on file the number can be recovered; without one, a lost number cannot be replaced.

We hold no name or document for you, so without an email there is no other way to prove ownership. A password manager is the right home for the number; an email added in the dashboard gives you a second way in.

Can I call or message Basalthold?

No: email is the only channel. We run no phone number, no Telegram account and no social profiles, so anyone reaching you there in our name is not us. Do not share payment details or logins with them.

Which pages might answer my question first?

• capacity and prices: the Basalthold pricing page;
• payment, identity, delivery, cancelling: the Basalthold FAQ;
• delivery steps and the price survey: how we work;
• credited days: the refund policy;
• data we hold: the privacy policy.