How can we help?
Our engineers are available 24 hours a day, 7 days a week, 365 days a year. Find quick answers below or get in touch directly.
Support tickets
Open a ticket from your client area. Median first response: 7 minutes.
support@apptestexchange.com, monitored 24/7.
Priority phone
Available to Business, Enterprise, Scale and HPC customers around the clock.
Frequently asked questions
Getting started
How do I order a server?
Choose a plan on the Dedicated Servers or Cloud VPS page, click Order Now, select your location, operating system and billing cycle, then submit your details. Our team will contact you to verify the order and complete activation.
How long does provisioning take?
Cloud VPS instances deploy in under 60 seconds once activated. In-stock dedicated servers are delivered within 2 hours; Limited stock configurations can take up to 24 hours.
Which payment methods do you accept?
We accept major credit and debit cards, bank transfer (ACH, wire and SEPA) and, for annual contracts, invoicing with net-30 terms after approval.
Is there a setup fee or contract?
No. There are no setup fees on any standard plan and monthly plans can be cancelled at any time. Quarterly and yearly billing include a 5% and 15% discount respectively.
Technical
Do I get full root / administrator access?
Yes. You have full root access on Linux and Administrator access on Windows. Dedicated servers also include IPMI/KVM out-of-band access.
Is DDoS protection included?
Yes. Always-on network-level DDoS mitigation is included with every server at no extra charge, filtering volumetric and protocol attacks before they reach you.
Can I get additional IP addresses?
Yes. Additional IPv4 addresses are available with a valid justification, and every server receives IPv6 connectivity (a /64 subnet on dedicated servers).
Do you offer backups?
Cloud VPS plans include on-demand snapshots. For dedicated servers we offer off-site backup storage as an add-on; ask our sales team for details.
Can I install a custom operating system?
Yes. Dedicated server customers can mount their own ISO through IPMI. VPS customers can request a custom ISO to be attached through support.
Billing & account
Can I upgrade or downgrade my plan?
VPS plans can be upgraded at any time with a short reboot. Dedicated servers can be migrated to a different configuration with our team's assistance.
What is your refund policy?
Cloud VPS services are eligible for a refund within the first 7 days. Dedicated servers are provisioned specifically for you and are not refundable once delivered, except where required by law.
How do SLA credits work?
If monthly availability falls below 99.99%, you are entitled to service credits as described in our Service Level Agreement. Open a ticket within 30 days of the incident to claim.
How do I cancel a service?
Contact our support team before your next renewal date. Your service stays active until the end of the paid billing period.
Still have a question? Contact our team.