Self-Managed Server FAQ

We’ve put together answers to the most common questions our customers ask about xneelo’s Self-Managed Server offerings.

Cancellation & billing



  • Will I still have access after I cancel?

    If cancelling within the 7-day grace period, your server will be decommissioned on that day. Should you cancel your server after the 7-day grace period, a 30-day cancellation period applies during which time you will maintain access to the server.




  • What happens at the end of the notice period?

    At the end of the cancellation period, your Self-Managed Server will be decommissioned. All data and accounts on the server will be permanently deleted, as the drives are formatted during decommissioning.
    Before the cancellation period ends and your Self-Managed Server is decommissioned, please:

    • Remove all important data and accounts from the server.
    • Ensure you have backed up anything you need, as all data will be lost when the server is decommissioned.
    • If you require the IPs to be transferred to another server, notify xneelo during the cancellation process.
    • Domain registrations set up on your server are not cancelled automatically and must be cancelled individually if needed.





  • What about external USB drives?

    If you have external USB drives connected to your Self-Managed Server, please let xneelo know during the cancellation process if you wish to collect it from our DC, move it to another server, or you can request that we permanently destroy the drive.




How to access the server


  • What is RMI used for?

    The Remote Management Interface (RMI) is a hardware module included with all Self-Managed Servers. It allows you to set up, troubleshoot and manage your server remotely. With RMI, you can perform tasks such as initial server setup, server recovery, maintenance, remote power control and software installation from a remote location.





  • Where are the RMI credentials?

    Your RMI credentials (username and password) are provided as part of your RMI migration and are sent to the Account Owner during provisioning, typically in a password-protected PDF.




RMI vs SSH vs RDP


  • Can I use RMI credentials for RDP/SSH?

    No, RMI credentials cannot be used for RDP or SSH access. RMI credentials are specifically for accessing the Remote Management Interface hardware module. For SSH or RDP, you need to use the server’s operating system user credentials.






  • How does Windows RDP sessions/licensing work?

    Windows Server includes two complimentary RDP sessions strictly for server administration. However, Microsoft licensing rules dictate that as soon as you install the Remote Desktop Services (RDS) role, the administrative allowance is replaced entirely by full RDS licensing. Once the role is enabled, all users, including administrators, require a dedicated RDS license.



What’s included with a Self-Managed Server



  • What am I responsible for?

    You are responsible for:

    • Configuring and maintaining the operating system and all software
    • Managing server security, updates and backups
    • Troubleshooting and resolving software issues
    • Ensuring your applications and services run as required

    Xneelo only manages the hardware and network, all software and server management tasks are your responsibility.






  • Are backups included?

    No, backups are not included for Self-Managed Servers. Xneelo does not retain backups or provide data restoration services for these servers. You are responsible for managing your own backups.



Storage/RAID


  • Why do I see one disk when the server has two drives?

    If your Self-Managed Server has two physical drives but you only see one disk in the operating system, it is likely because the drives are configured in a RAID 1 (mirrored) setup. In RAID 1, both drives store identical data for redundancy, but the operating system presents them as a single logical disk. This is standard for improved data protection.




  • How much storage is usable with RAID?

    With RAID 1 (mirrored) on a Self-Managed Server, the usable storage equals the capacity of a single drive, even though two drives are installed. This is because all data is duplicated across both drives for redundancy, so only half of the total physical storage is available for use.




  • Who configures RAID?

    Xneelo configures the initial RAID setup during server provisioning. After provisioning, you are responsible for any further RAID configuration or changes. 





  • Can I request a custom RAID configuration on my server?

    We provision servers using our standard default configurations (typically RAID 1 or RAID 5, depending on the server type selected). If you require a different RAID configuration, you will need to configure the RAID yourself and manually install your operating system using the RMI.



Networking basics


  • What does a /29 give me?

    A /29 subnet provides 8 IP addresses in total. On the xneelo network, this includes:

    • 1 Network Address (not usable)
    • 1 Gateway Address (used as the default gateway)
    • 5 Usable IP addresses (for your servers or devices)
    • 1 Broadcast Address (not usable)

    So, you have 5 usable IPs with a /29 allocation.




  • Are ports blocked by xneelo on Self‑Managed Servers?

    No, xneelo does not block any network ports on Self-Managed Servers. You have full control over which ports are open or closed and it is your responsibility to manage your server’s firewall and security settings.





  • Who is responsible for the firewall?

    For Self-Managed Servers, you are responsible for configuring and maintaining the firewall. Xneelo does not manage firewall settings on these servers. You can use tools like IPtables on Linux or the built-in Windows Firewall on Microsoft Windows servers.





  • Monitoring says “down” but the server is up, why?

    If monitoring reports your Self-Managed Server as “down” but the server is actually up, it could be due to:

    • Firewall rules blocking monitoring probes.
    • Network configuration changes that prevent the monitoring system from accessing the server.
    • The monitored service or port is not responding, even though the server itself is running.

    Check your firewall and network settings to ensure monitoring traffic is allowed.



Private Network (backlink)


  • What is a Private Network?

    A Private Network is a secure, private network connection that allows direct communication between your xneelo Self-Managed Servers. This connection is isolated from the public internet, enabling your servers to transfer data, connect applications, perform backups and run internal services securely over a private network.



Provisioning/order blockers


  • Why is my order blocked with “Customer not verified”?


    Your order is blocked with “Customer not verified” because xneelo requires account verification to ensure security and protect against fraud or illegal activity. You’ll need to provide:

    • A clear colour copy of your Identity Document or Passport (matching your account details)
    • Proof of address (such as a utility bill or store account statement, no older than 3 months)

    Send these documents to verify@xneelo.com. This process helps safeguard your account and xneelo’s network.





  • How long does provisioning take?

    Provisioning for Self-Managed Servers with standard builds is typically completed within one hour. Once your server is ready, access details will be emailed to the xneelo account holder.

    If your order includes custom instructions or special configuration requirements, provisioning may take 1–2 business days.

    The following scenarios may also result in delays:

    • Custom instructions or special requirements added to your order
    • The need for additional verification or documentation
    • Hardware availability or specific configuration requests



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