The questions we are asked most.

They are ours. The servers and their spare parts, the racks in our data center in Sofia, the routers and switches at all ten sites, the six scrubbing clusters and the filter code they run are our own, and the addresses we assign come from our own RIPE allocations. We do not resell another provider's servers, rack space or DDoS protection.

Our hardware engineers are in the Sofia building around the clock. They set up the servers, rack them and replace failed parts from our own stock, and no data center staff or remote-hands contractor works on your server. Our own network engineers design and run the network, and they are the people who answer your ticket.

Your own port, not one shared with other customers' servers. 1 Gbps standard, up to 100 Gbps on request. With Guaranteed Bandwidth your rate is reserved on every segment it crosses inside our network. That is a 1:1 contention ratio, verifiable by measuring on the busiest evening of the year.

Yes, over a BGP session with our network. Send your ASN, the prefix list and an LOA on a ticket, and an engineer brings the session up. There is no setup fee. When you order a ready server, tick BYOIP to have us announce your prefixes, at €15 a month, or a hosted ASN for a BGP session with your own AS, at €25 a month.

We filter on IRR data and enforce RPKI origin validation on every session (invalids are dropped, not de-preferenced), so have your route objects and ROAs in place before you ask. That is usually what delays a turn-up.

No. We can originate your prefixes from our network, or run eBGP to your own AS. If you want one and do not have it, we act as sponsoring LIR: the AS number is registered to you and usable within days, and it stays yours if you ever leave.

All three live on the same session, and changing between them is a request, not a new order.

Dual stack on the same session, by default, at no surcharge. Every server gets a /64 of its own with the order, and ROAs and reverse DNS are at no charge.

Not from the free pool. It ran out in November 2019. Realistic options are renting from our own allocations, at €2 a month for each address beyond the one included, up to 15 on a server, or €199 a month for a /24 with a ready server, or buying on the transfer market, where we broker and handle the RIPE paperwork.

No. Paths move to whichever of the ten is performing; we measure latency, loss and jitter per destination network continuously.

Yes, always on for every server, with nothing to order or switch on. Attack traffic is never billed. Floods are dropped in XDP at the Sofia scrubbing cluster, inside our own network, before they reach your port. Nothing is diverted to a third-party scrubbing centre, so the path under attack is the path you measured before it.

It does not start. It is already running. A new vector goes from first packet to enforced rule in under a second.

As our own mitigation step, never. Blackholing completes the attack; our escalation ends in a tighter filter.

An incident record (which rule fired, what threshold it crossed, what the traffic was made of, start, end and burst count) and a pcap you can open in Wireshark. Today it comes from the engineer who handled the incident, by ticket.

Choose an operating system when you order, or install anything that boots on the hardware yourself, with IPMI/KVM and virtual media from the first boot. Our hands-on help inside the operating system is for Linux. Routers, filters, servers, tooling: our entire world is Linux, and twenty years of depth there is why we are useful.

On every server: console, power cycle, virtual media. You open it in the client area: it stays open for 4 hours, only from the address you opened it from, with a login made for it alone.

Yes, at no charge. Write in the order note if you want the drives mirrored (RAID 1) and we set it up when we install the system, or build any layout you like yourself over the console. For a custom server, the RAID level and whether a hardware controller does it are part of the written quote.

Drives, memory, processors and whole servers are kept in our own warehouse on site, so most changes are a planned stop of the server rather than a migration.

Up to 9000 bytes end to end. We check it on your VLAN before we hand it over rather than assume it.

A server from stock is handed over within 2 hours of the payment being confirmed and a custom server we build to your order within 24 hours. A custom build quoted in writing carries its lead time in the quote.

We do not offer free trials. Your first order comes with the 14-day money-back guarantee instead: if the server does not suit you, you get your money back (see /guarantee). Before you order, send the ASN or prefix you deliver to and we will tell you the exact path from Sofia: PNI, exchange or which carrier.

No minimum term: pay for a month, cancel at any time in the client area, and the server runs to the last day paid for. If your procurement needs a signed contract or an SLA annex, we will sign one.

A flat monthly price for the port, with no traffic cap and no per-TB charges. The cheaper ready servers come with 1 Gbps Unmetered Bandwidth, the others with Guaranteed Bandwidth at 1, 5 or 10 Gbps, which also keeps that rate reserved for you around the clock. The order page shows which ports each server can take.

Never. No per-incident invoice, no surge pricing. Charging you for being attacked would make us a beneficiary of the attack.

A 99.99% monthly availability SLA with service credits is an option on any server, at 20% on top of the monthly. Tick it when you order or add it later. What it measures, the credit schedule (from 10% of the month's fee below 99.99% up to 100% below 99.0%) and how a claim works are on /sla.

Prices on the site are without VAT, and the order page shows the VAT that applies to you before you pay. Customers in Bulgaria pay 20%. Consumers elsewhere in the EU, and businesses there without a VAT number, pay VAT too. A business in another EU country with a VAT number, which we check in VIES, pays none here (reverse charge), and customers outside the EU pay none. Prices and invoices are in euro, paid by card, PayPal, crypto or bank transfer. Invoices come from Cloud Wall Ltd, VAT BG204636599.

We forward it to you by e-mail with the evidence and 48 hours to act, unless the report says otherwise; an attack running from your server is stopped at once. The acceptable-use policy is at /legal#aup; EU sanctions compliance applies, as it does to any EU operator.

Tell us, and if the cause is on your server, fix that first. A delisting with the source still active does not stick. We monitor reputation on every range we announce and help with the delisting, because addresses are an asset only while they are clean.

Write to [email protected]. Include timestamps with a timezone and whatever evidence you have.

At least three pingable destination IPs and MTR output in both directions. One-way MTR to a host that rate-limits ICMP tells nobody anything.

With that we look at the path and, if it is ours, move it. We hold ten upstreams, so a congested path at one is not a congested path at all of them.

Tickets and mail go to the engineers who run the network and the hardware. There is no first-line queue in front of them, and nothing automated answers before a person does. Staffed 24 hours a day, every day of the year, in English. There is deliberately no phone number and no chat widget: addresses that are actually watched beat channels that are answered unevenly. Established customers get a shared channel with their own engineers.

Yes, at my.lan-servers.com: orders and payments, proformas and invoices, tickets, and for each server its power, reinstall, reverse DNS, console and traffic graphs. Incidents and routing questions are a ticket answered by an engineer, not a form.