Free Hot Site service is available to our Partners with Priority Maintenance Subscriptions who are directly impacted by natural disasters such as hurricanes, winter storms, widespread power outages, earthquakes, tornadoes, fires, and floods. Hot Site service is available on a first-come, first-served basis until our Hot Site resources are maxed out. Free Hot Site service is usually not available for server outages caused by events other than those naturally occurring events described above.
EMail or FAX us your customers' account information, and your contact information.
(EMail the output from the below RBS Accounts Export Utility to: email@example.com)
Download the following utility, which will export your customers' account information to a text file for you to store as a backup. Print the text file and keep it in a safe place.
Download the RBS Accounts Export Utility
In Case of an Approaching Hurricane or Winter Storm
EMail or fax the exported file to RBS BEFORE your power fails.
EMail to: firstname.lastname@example.org
TO PAGE US 24x7 ALSO EMAIL TO: email@example.com with only the words EMERGENCY ACTIVATION in the Subject line, and enough info in the body for us to contact you by phone, text, and email.
FAX to: 901-861-8075
We will load your customers' account data into one of our Emergency Servers, ready to redirect your customers to Memphis using the Server Locator as soon as you declare an emergency. We will not redirect your customers until you tell us to, OR until your Server goes offline.
After we have loaded your customers' account data, we will begin monitoring your RBS Server. We will transfer your customers automatically if your RBS Server goes offline for longer than one hour. If you DO NOT want us to monitor your Server, tell us so when you send your customers' account data file.
You can also contact us by email 24/7 to declare an emergency and have us transfer your customers.
In Case of an Unexpected Disaster Without Warning
Send your exported customer accounts file to RBS. Follow the rest of the procedures as closely as you can. Please note that free Hot Site service is usually not available for server outages caused by events other than those naturally occurring events described in the first few paragraphs of this page.
When the emergency has passed and your data center is back online, notify us again. We will shut down your accounts here and you can resume taking your customers' backups.
Depending on when you declare an emergency, or when your Server goes offline, there could be a delay of up to 12 to 24 hours to bring your accounts online in Memphis. Declarations made during normal business hours are the quickest. Holidays, weekends, and nights take the longest. To conserve resources for everyone, please do not declare an emergency unless you REALLY have one.
Please try to have your customer accounts text file in our main office in Memphis 12 hours prior to your declaration. Send it to firstname.lastname@example.org. In the body of the email give us your name and all contact information including cell phone, alternate email address and phone numbers. We need your command port number (usually port 21 or 2774). Please remember that you might not have electricity, Internet, telephone, or cell phone service when you try to contact us.
For 20 or fewer active clients, you can optionally send us your customer accounts file by email or fax. Our fax number is: 901-861-8075. If you don't have time to download and run the Export utility (at the link above) you can optionally email, fax, or phone in the username, password, and account group number of each active client.
To declare an emergency:
By phone: Dial 901-405-1234 during business hours, 4AM-5PM US Central Time. If you can, also send us an email formatted as in the next paragraph.
By email: Send an email to email@example.com with subject line, "EMERGENCY ACTIVATION" without the quotes. The words EMERGENCY ACTIVATION must be the first two words on the subject line, and must be spelled properly and capitalized. This will automatically page the Hot Site manager 24/7.
However you contact us, be sure to give us a phone number where we can reach you during the day, night, and weekend, including alternate numbers, and enough information for us to identify you and find your customer accounts export file or customer list.
Your customers must be using port 21 or port 2774. We usually have two emergency servers available for use, one on each port. We may not be able to service other port numbers.
We can automatically redirect the customers of Partners who have programmed their Server Locator address into their Client software. Partners not using the Server Locator will be responsible for manually redirecting DNS to one of our Emergency Servers. You can also manually edit the Client configuration to point to the IP address of our Emergency Servers.
Because many Partners might share an Emergency Server here, we may not be able to take customers with duplicate user names. For example, if one Partner has a user who logs in as "Earl," we will not be able to take another customer from another Partner with a username of "Earl". For this reason we recommend prefacing each username (when you add customers) with the serial number of your RBS Server.
We will be able to perform backups for your customers, and restores of data sent to the emergency servers. We will not be able to back up your RBS Server, or to load existing backed-up data, or to do high-volume backups. Please do not send backups of your own RBS Server.
We will turn off the Emergency Servers as soon as all Partners can operate on their own again. Please notify us as soon as your own RBS Server is out of danger, and you can take your customers back. When your RBS Server is back on line and stable, we will redirect your customers back to you.
After the danger has passed, you can FTP the data to your own server.
For more information, please contact us. 901-405-1234 or firstname.lastname@example.org