Choose a topic from the list below.
About Mosso
I've heard about Rackspace being involved with Mosso. What's the relationship between the two companies?
Mosso is the cloud hosting division of Rackspace, an industry leader that currently manages over 40,000 servers and devices for customers all over the world.
Cloud hosting is the next iteration of hosting. So, having the leader of managed hosting behind you is not such a bad thing. No doubt we benefit from tons of experience and knowledge, a great network, world-class data centers and the scale and backing of a company like Rackspace.
What does it mean to be a "division" of Rackspace?
Truth is we are wholly owned by Rackspace. However, we are structured as a separate team, totally focused on the technologies of the cloud. Rackspace has seeded the division with some of their top technical talent. Success in the cloud is a major priority of the Rackspace mission so we get a lot of attention and help when we need it.
Cloud Sites
Why should I go with Cloud Sites? What makes Cloud Sites so special?
Utter simplicity. Period.
For the first time in the history of web building, there's finally an easy way to run your applications. Code it and load it. Mosso takes care of the rest - monitoring, patching, configuration, security, scaling...
There's nothing else out there like it. Cloud Sites is an advanced, enterprise-level platform that lets you focus on what you're good at: developing in the technology you love. All the headache of server administration is our responsibility.
What does Mosso use for a storage system? Have you done anything there to make it redundant?
Nothing as important as your website should be served from a single hard drive, but you'd be surprised by how many web hosts have little more redundancy than a pair of crossed fingers. We're different - and for good reason. The advanced architecture powering our hosting solution uses groups of high-performance, network attached storage devices to reliably serve every web page, image, and email. Inside each storage device, drives are mirrored to each other in a RAID configuration to create a first level of redundancy. And, as a final precautionary measure, all data on the system is automatically backed up on a repeating schedule.
How often does Mosso backup information?
Mosso makes backups of your data on a nightly basis. However, its purpose is for disaster recovery on the server side. If for any reason a storage node on our side were to crash, our backups will be there to replace any lost data. That should give you peace of mind.
With that said, we recommend that you make periodic backups of you site and data to your local computer since we are unable to extract an individual site's data from the nightly backups. If you need a backup of your MySQL or MS SQL databases, they can be exported through our online utilities or by connecting directly to the servers using desktop software.
What version of Linux does Cloud Sites run? What about for Windows?
The Linux side of our platform is built on Debian 4.0 (Etch) and Red Hat Enterprise Server. On the other side of the fence, The Windows platform runs on Windows 2008 and IIS 7.
I've had shell access in the past. Why isn't it offered on Cloud Sites?
Primarily for security purposes shell access is not offered on Cloud Sites at this time. We know that shell access has its benefits and we expect to have some level of access available for our customers at some point in the future. Keep in mind however that many functions typically accessed via shell are possible on Mosso, including cron jobs, file permissions, and unzip.
Finally, if shell access is an immediate need, watch for our Cloud Servers offering or sign up now for an account with Slicehost at www.slicehost.com.
Cloud Sites Pricing and Scaling
What is included for $100?
We have included enough resources in the Cloud Sites base package to power most business needs. You get 50GB of high performance storage as well as 500GB of outgoing bandwidth per month (incoming is not included in your calculation). In addition, Cloud Sites uses compute cycles (see below) to monitor your computing usage. You get 10,000 compute cycles per month across all your sites and applications. Unlike many hosters, Mosso will never cut you off for using what we sell you.
What happens if I exceed the included amount?
While most customers will fall well below the included amount, we have created fair and simple pricing beyond the base amount that means you pay ONLY for what you use and nothing more. There are no onerous penalties for exceeding the included plan amounts. Our price sheet is here for all scaling metrics. The key items include $0.25/GB for outgoing bandwidth, $0.50/GB for storage and $0.01 per compute cycle. For super heavy users over 50 million page views, special pricing may be available.
How far can I really scale?
In truth, there are no limits. We currently have users pushing hundreds of millions of requests on single domains. The most important issue is whether your site will be compatible with the Cloud. Please refer to our technology section to ensure you can run your applications successfully on the Cloud.
What are compute cycles?
Compute cycles measure how much processing time your applications require on the Mosso cloud. Using 10,000 compute cycles in a month is roughly equivalent to running a server with a 2.8 GHz modern processor for the same period of time.
How many compute cycles will my applications use?
Since web applications vary so greatly, it's hard to make a perfect guess. However, there are some guidelines that can help. First, you can think of 10,000 compute cycles as being about the same processing power as you'd get from a decent dedicated server or Amazon EC2 instance. For example 10,000 compute cycles would power:
- about 2.1 million page views using a database-driven content management system
- about 11 million page views of mosso.com
- about 25 million requests for a static 15KB image
How do I track my compute cycle usage?
The compute cycles you use are presented in your control panel in near real time.
What goes in to calculating a compute cycle?
Mostly, CPU processing time. However, compute cycles also account for the disk I/O your application's operations consume. For example, a page with heavy database queries will consume more compute cycles in part due to the larger volume of disk I/O it requires.
Cloud Sites Client Support Services
Can Mosso support my clients as well?
With our customer support option, time-consuming support calls become a thing of the past. Our services include unlimited 24-hour phone and chat support for $3/month per supported domain. You can choose to have us handle support for some or all your domains - it's entirely up to you.
How can my clients contact the support team?
Once you have activated support for a given domain, that customer can then select to enter live chat directly from his control panel. He will also be given a local and toll-free number in which he can call to speak directly with our support team. Live chat and phone support are both available 24x7.
What hours is support available?
Mosso support is staffed 24x7x365. Chat or call us anytime and talk to a real human being at our headquarters in Texas.
Who will answer my client's phone call?
Mosso has a team of dedicated support and billing specialists, ready and willing to tackle any account related questions your client's can throw at them. And remember, the support team that will help troubleshoot your issues is the same team dedicated to helping your clients as well.
If asked, who will the support team say they work for?
If asked, our support team will respond that we work for you (that's the truth, isn't it?!). We avoid the whole "outsourced support" line that can end up sounding so lame to your clients. But never fear, if there's something the support team can't answer - perhaps something regarding one of your other designs or development projects with that client - we can and will pass along your contact information (but of course, this choice is completely up to you!).
What is the standard phone greeting my clients would receive?
The support team has been trained to answer phone calls and live chats with "Web Hosting Technical Support, this [Rep's Name]. How can I help you?" This is the standard white-label greeting that gives your client the impression that the entire support team works directly for your company.
Is phone support incoming only or outgoing as well?
The Mosso support team prides itself on getting things done. That means we'll do whatever it takes to resolve your client's issue. Sure, most of the time your clients will be calling in with a question, but if need be, our support reps won't hesitate to pick up the phone to call them back. Of course there's no extra charge for outgoing calls, anywhere in the world.
Where is your support team located?
We know how frustrating it can be to try and receive support from someone you can barely understand halfway around the world. You want to be able to offer something better for your clients, and Mosso is the answer. Our entire technical support team is located in-house (in San Antonio, Texas, to be precise); we refuse to offshore any portion of support. By closely monitoring service interactions, we can ensure your clients will receive a worthwhile interaction every time. And our team is structured to promote cooperation to resolve your customers' issues quickly. Our support technicians sit right next to our admins who manage the hosting clusters and our developers who write the application. If there is a problem, this cross functional team can quickly huddle to solve the issue.
What support will they provide my clients?
Mosso's support team will assist you and your clients with all aspects of the control panel, general connectivity issues (I.E. web, mail, webmail, ftp, and database) and basic website troubleshooting concerns. The support team members, however, are unable to assist in the installation of paid, open source, or custom code (PHP, ASP, .NET, etc.). With that said, our support team will do everything they can to help point you or your client in the right direction if you need help installing a particular script.
What type of response times should my customers expect from your support team?
Our technical support team is staffed around the clock to ensure fast resolution of all customer issues. Whether your customers call in on our toll free support number or they chat live with us from their control panel, they should expect to interact with a live person within 60 seconds.
Cloud Sites Client Billing Services
Can Mosso bill my clients on my behalf? How much would it cost?
For a small fee (the greater of $2.00 or 4% of the transaction), we'll handle customer billing for some, or all, of your clients. You pick whom you'd like us to bill, how much you'd like to charge, and we'll collect the fees and make an ACH deposit each month into your bank account.
Is client billing recurring or do I have to process their invoice each month?
Assuming your client(s) are activated for billing services, we will charge your client the recurring fee amount every month on the anniversary date of their original sign up. No additional action by you is required.
How do I enable or disable client billing?
You can easily enable or disable client billing on a site by site basis through your control panel. If you have any questions or are confused on the exact process of doing this, feel free to call the support team at 1-877-934-0407.
Who's responsible for entering in the amount billed to my clients?
Ultimately, it's your responsibility to provide all of the required information to enable Mosso to bill your client(s), including the amount to be charged and obtaining authorization from each client specifically allowing Mosso to charge their credit card.
How will my clients resolve any billing questions or disputes?
Mosso will provide support to you and your clients on client-related billing issues. Our billing support includes answering basic billing questions, processing refunds and service credits, and updating credit card information. Remember that you are ultimately responsible for the accuracy and completeness of your client's credit card information. Mosso will not bill your clients until it has complete, consistent, and verifiable credit card and related information. To speak with a member of our billing team, please call 1-877-934-0410.
How will I receive payment from my clients?
Since Mosso will be billing and collecting from your clients on your behalf, you will receive from Mosso the total funds we have collected by electronic funds transfer. (Note: While we can help you bill clients almost anywhere in the world, the Mosso billing service currently requires a U.S. bank account to receive funds.)
When will I receive the proceeds collected from my clients?
Generally the proceeds from the initial charge of a credit card will be held for 60 days, and subsequent charges will be held for 30 days. If total collected proceeds are less than $50.00 Mosso may hold the proceeds and include them on the following month's remittance to you.
Can I have my clients pay on any length of term? Can I set it up so they receive a discount for annual prepays?
Yes, client billing is completely customizable. If you'd like to create a plan where you bill your customers on a 6 month term, you can do that. If you'd prefer they pay for a year in advance, you can do that. It's up to you! You can also adjust all of their invoices which gives you the flexibility to offer discounts whenever you see fit.
What forms of payment can my clients use?
We allow your clients to pay using Visa, MasterCard, or American Express.
How would I add billing for a client?
Simply check the "Bill client for this site" box when you set your client's website up. It's as easy that. Sure, you can customize exactly how much they're charged for each line item, but that's up to you. Activation's a snap.
Will I owe on any taxes for money collected from my clients?
You are responsible for specifying tax rates that apply to charges provided to Mosso, tracking those taxes collected and reporting and remitting all collected taxes to the appropriate taxing authorities.
What will appear on my client's credit card?
"Web Hosting Billing Systems" will appear on your client's credit card.
Control Panel
I don't recognize the control panel Mosso uses. Who makes it?
The Mosso and client control panels were both developed by the Mosso team to take advantage of all the performance features of Cloud Sites. This allows us a great deal of flexibility to make improvements in all pieces of the interface.
I'm familiar with other control panels like Plesk, Ensim and Cpanel. Can I use one of those control panels with Mosso?
The short answer is “No.” Switching control panel software can be a hassle. They all seem to do virtually the same thing, but in just different enough ways to leave you dazed and confused. Mosso's management software is different because it focuses on tasks like creating websites, databases and email accounts rather than server administration. If you want to use one of those control panels, check out our CloudServers offer which allows you to install any software you choose.
Will my clients have access to the same control panel that I do?
Although your control panel shares the same look and feel as your client's panel, there are several differences built around the additional features and functionality of your account. Your view is focused around managing your clients (for example, their account and billing information), while the client's view is focused on adding email addresses, databases, and domain name pointers. The client interface is built to empower clients to add and change functionality as it pertains to their website.
Can I buy just the control panel software and load it on my own dedicated server?
Nope, that's the beauty of our proprietary control panel software - it's built in house and designed specifically for managing your applications that are deployed across Mosso's data centers and clustered servers.
DNS and IP's
How does The Hosting Cloud handle IP addresses? Do I have to request multiple IP's?
Mosso's all about making your life easier. One way we do that is handling all of the IP address hassles behind the scenes. Cloud Sites actually hosts your website on multiple IP addresses on multiple servers - so you don't have one unique IP address tied to your website. This logic is built right into our load balancing layer and ensures that if a server with a particular IP address fails, any one of the other servers is able to serve out your website content.
Do you provide the IP addresses or do I have to provide them?
Mosso's got you covered! You bring the sites and we'll handle the IP space.
I'm used to running my own DNS. Can I do it on Cloud Sites?
That's another great thing about Cloud Sites... you have the flexibility to do most things you would do on a dedicated server. If you'd like to run your own DNS, go right ahead. But know that it is recommended to use the built-in DNS on your Mosso account. If you decide to go it alone you'll be missing out on the unlimited access to Cloud Sites' clustered, geographical redundant domain name system, which is all included in your account. Plus, DNS is easy to configure on Mosso using our intuitive web interface.
What name servers do you offer? Can I select “private” name servers?
Our name servers are dns1.stabletransit.com and dns2.stabletransit.com. They are intentionally "white label" - so your clients don't have to know that you're outsourcing their hosting, unless you want them to. Although we do not currently offer private label name servers, it is something on our roadmap.
I'm an email junkie—I have to check my mail all of the time. Please tell me that Mosso offers webmail services.
Mosso runs a customized mail environment with one of the best webmail interfaces on the planet. (It's a modern ajax-powered application, so you can drag and drop to your heart's content. It works so well that some people use it as their primary means of checking email.) There's even a mobile view formatted for cell phones and PDAs. Finally, you can check mail in desktop clients using standard IMAP or POP protocols.
I'm worried about getting a virus. Do you offer any anti-virus protection? If so, what programs do you use?
Antivirus protection is set up and enabled for all of your email accounts. Our email gateways filter incoming e-mail into two stages using two different software technologies. The software will automatically delete any suspected virus, and then deliver the message. Virus definitions are rapidly synced with the latest updates, and we have the capacity to handle large virus outbreaks without slowing down email delivery.
What about spam protection?
Our advanced email platform utilizes multiple levels of anti-spam protection. The spam filtering system protects your mailbox by gathering real-time spam intelligence from a number of sources and then actively using this intelligence to block spam. Tens of thousands of recent spam email characteristics are tracked, which alone identify the majority of spam. In addition, a number of third-party spam databases, several DNS checks, and several message-formatting tests are used when analyzing every email that comes in.
Also, you and your customers can control personal safe lists and blacklists to further keep your inboxes clean. Safe lists allow certain senders (email addresses, domains, or mail server IP addresses) to bypass the anti-spam system. Conversely, blacklists allow customers to block mail from certain senders. Customers can also control what to do with spam once it has been identified.
We aggregate all of this data into a collection of several thousand constantly improving spam tests, which are performed on every email that enters the email hosting system. The results of these tests are combined together to identify almost all spam with virtually zero false-positives.
Software Applications and other Features
Are there any applications installed by default onto my account?
Nope. We prefer to think of your account as a blank canvas for you and your customers to install the scripts and programs you need. We do have some cool new features in the works - of which all the details can't be made public just yet - that will make setting up some of the more popular Web applications quick and easy.
Can most programs be loaded onto Cloud Sites?
Just about any Web application should run well on our clusters as long as the script meets standard server requirements. Generally, you just load an application onto Cloud Sites and it should run unmodified. If you have questions about a specific application, just ask.
Do you offer any tools to aid in the creation of my websites?
Any sort of web creation tool is outside our sweet spot - so Mosso will leave that to the talented professionals who do web design for a living.
Do you support Ruby on Rails?
Yes! Mosso has a powerful new Ruby on Rails offering. We power Ruby sites with the LiteSpeed webserver and provide from 2 to 8 processes per site coupled with 128 to 512 megabytes of memory. Learn more about our Ruby features and pricing.
I see that Mosso supports .NET. Which versions do you support?
Mosso now supports .NET 2.0, .NET 3, and .NET 3.5 frameworks.
What about other add-ons like shopping carts, e-commerce applications, or SSL certificates?
You are welcome to install any shopping carts or other web applications you'd like to your hosting account. SSL services are now available. For a small additional monthly fee, you can enable SSL on as many of your sites as you'd like.
I'd really like to add streaming video to my site. Does Mosso offer anything to make it easy for me?
Although we currently do not offer streaming video to our customers, this is one of the major development projects we're working to roll out. Stay in touch and we'll let you know when our streaming media offering is ready for prime time.
Support
What's Mosso's support like?
Unlike most discount hosting offerings, Mosso's support team is instantly available 24x7 through online chat and by phone. And our unique team approach means that our support technicians sit right next to the admins who manage the hosting clusters and the developers who write the application. That means they can always get you the urgent help you need and make sure your suggestions are heard.
How can I contact support? Am I limited to a certain number of incidents or credits? And what does all of this cost?
As a customer of Mosso, you have our full attention. Not only will you have a dedicated Account Manager who's only a phone call away, you can call or chat with any member of our support team 24x7. You are not limited to the amount of time you can spend with the support team and you have a host of different ways to contact us. We're here via live chat, phone, user forums, and an ever-growing knowledgebase - all of which is included in the price of your account!
What level of support should I expect?
Mosso's support team will assist you with all aspects of the control panel, general connectivity issues (i.e. web, mail, webmail, ftp, and database) and basic website troubleshooting concerns. The support team members, however, will be unable to assist you in the installation of paid, open source, or custom code (PHP, ASP, .NET, etc.). With that said, if you contact our support team they will do everything they can to point you in the right direction if you need help installing a particular script.
What hours is support available?
We're staffed 24x7, so no matter when you're in jam, there will be a friendly Mosso support representative ready to assist you.
Do you offer member forums?
Yes, Mosso was created by industry veterans specifically for web designers and developers. We're all about building the designer and developer community - and what better way to spread the love than to offer some very active member forums. New users are always encouraged to post comments, questions, and feedback. What's more, we take your feedback so seriously that your feature requests help guide our development path.
Billing
How does Mosso bill me?
Mosso bills you every 30 days based on the day you sign up for the service. Your credit card will be charged for your monthly hosting fee on the first day your account becomes active. After 30 days have gone by you will be billed again for the next month of service. The exact charge will be based on recurring charges in addition to whatever additional fees you have incurred during that previous month.
What will appear on my credit card invoice?
You will see “Mosso” on your credit card statement.
What forms of payment does Mosso accept?
At this time, Mosso only accepts credit card payments. We allow payment by Visa, MasterCard, or American Express.
How do you close an account?
To close your account, please contact your account manager by dialing 1-877-934-0407 and pressing option three. Your account manager will then be able to guide you through the cancellation process.
Is there a partner/referral program available?
Yes, Mosso has a great referral program available. If someone you refer to Mosso hosts with us for 31 days (past their first billing cycle), we will either credit your account $100 or cut you a check for the same. Your program registration occurs with your first referral - just call in or email affiliates@mosso.com and ask for Chad Keck. We'll give you a code for your referrals to enter upon sign-up. To sweeten the deal, we'll give the referral a $50 credit on their first month of service as well. Just remember, they must enter the referral code when signing up. There is no limit on how much you can earn!
Will there be a discount if I prepay for a full year?
We currently only offer month-to-month billing terms only. We earn your business every month.
Cloud Files
What is Cloud Files?
Cloud Files is a low-cost, Internet-based, infinite sized, redundant storage offering from Rackspace and Mosso. Cloud Files allows users to store/retrieve files via a simple Web Service (ReST: Representational State Transfer) or our file manager application in the control panel. Files can range in size from a few bytes up to 5 Gigabytes and your storage grows or shrinks based on your usage. Add as much or as little as you want without worrying about over-buying/under-utilizing space or running out of space. With Cloud Files, you pay for what you use and how much you use is up to you.
Who was Cloud Files built for?
Developers interested in using Cloud Files should be familiar with any of the following: ReSTful web-services, Python, PHP, Java, or C#/.NET. If you are not a developer, but are still interested in the storage benefits of Cloud Files, you should consider using the File Manager interface within the Mosso Control Panel. It provides an easy web-based interface for uploading/downloading content to Cloud Files.
Cloud Files is a great fit for most hosting applications.
Cloud Files can be an excellent storage solution for a number of reasons and is well suited for a number of applications:
- Backups/archives of your data
- Serving images/videos (streaming data to the user's browser)
- Secondary/tertiary, web-accessible storage for your data
- Developer friendly for application integration
- Well suited when amount of storage is difficult to predict
- Simple point-and-click interface via Mosso Control Panel
Cloud Files is not a perfect fit for all types of applications.
There are some applications which Cloud Files is not an ideal solution for, these include:
- Native support within your Operating System. It is not possible to "mount" or "map" the Cloud Files storage system as a virtual hard-disk on your computer.
- Disk mirroring or backup solutions that require byte/block level differences. There are no concepts of "append" or "file locking" operations within Cloud Files.
- Data can be organized into storage compartments called "Containers," but they cannot be nested. Since there is only one top-level of Containers, you will not be able to upload a nested directory/folder structures into Cloud Files unless a transformation is performed to flatten the structure.
How much does Cloud Files cost to use?
Pricing for Cloud Files is broken down to storage usage, data transfer, and requests.
Storage:
- 0 TB to 30 TB - $0.15/GB
- 30 TB to 300 TB - $0.14/GB
- Above 300 TB - $0.13/GB
Data Transfer:
- Data Transfer In
- All data transfer in - $0.00/GB until March 2009. After, will be $0.10/GB
- Data Transfer Out
- 0 TB to 5 TB - $0.22/GB
- 5 TB to 10 TB - $0.20/GB
- 10 TB to 50 TB - $0.18/GB
- Above 50 TB - $0.15/GB
Requests:
- $0.01 per 500 PUT, POST, or LIST requests <100KB
- FREE PUT, POST or LIST request for files > 100KB
- FREE GET, HEAD or DEL Request
Is there an SLA that's specific to Cloud Files?
A 10% credit will be extended to you per hour of downtime each month - all the way to 100%!
How can I purchase a Cloud Files account?
You can create a new account simply by visiting www.mosso.com and selecting the "Cloud Files" product. If you are a Cloud Sites customer, you automatically will have access to Cloud Files.
Cloud Servers
What is Cloud Servers?
Imagine being able to provision a server in minutes. To upgrade it automatically. To bring servers up and down as needed. This is the idea behind Cloud Servers. Totally customizable, each Cloud Server gives you full root access to the Linux distribution of your choice. You pay depending on how large a server you buy.
Based on Xen Virtualization technology, Cloud Servers brings the power of the cloud to the traditional server hosting based model. Just like a dedicated server, your Cloud Server provides total flexibility for you to run anything you want from a Java website to a Ruby on Rails application.
When will Cloud Servers be available?
We are working to integrate Cloud Servers right into the Mosso control panel and billing system. Please keep an eye on our blog for updates.
Is there anyway I can purchase a Cloud Servers account now?
Yes! Slicehost is a Rackspace company and currently has more than 15,000 servers deployed using the exact technology that will be used to power Cloud Servers. Check them out now at www.slicehost.com.
