STAFF GUIDELINES

Orientation - Operating Policies & Procedures

Orientation

Need to get familiar with us before proceeding? Start here.

AlphaNine is a hosting company mostly based within the US.  The hardware assets which process, house, and serve the client data are located in the state of, North Carolina, and also in the state of Nevada.

The services that we offer, are shared hosting (now using the CWP control panel), and virtual private servers (VPS), also called instances.  We do offer some additional services as well, such as, Voice over IP switches, and radio station streaming services.
Linux System Support

Linux related system management experience within a virtual environment. Including, provisioning, and adding, and removing add-ons.
Areas of Experience:
  • Shared Hosting Control Panel Based (Semi-Managed)

  • VPS: KVM Instances

  • VPS: Open VZ 6 & Open VZ 7

  • Following a Schedule

Less Important:
  • VPS: VoIP Related Phone Switches (Asterisk)

  • Audio Streaming Control Panel Based (Semi-Managed)

  • Virtual Private Networks Control Panel Based

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Guided Advertising

Posting, or updating existing listings within defined venues related to the services that we offer, on a schedule created by management.
Areas of Experience:
  • Making Forum Posts

  • Updating Listings on Venues

  • Following a Schedule

Operating Policies

Guidelines & standard expectations.

Linux System Support

Clients must stay within the guidelines set within the AUP, and the ToS. There is a link at the bottom of this column indicating the page of the AlphaNine, ToS & AUP.

Since we operate virtual environments, most importantly what needs to be examined periodically is, potential resource overuse situations, such as, CPU overuse, and bandwidth overuse.

We do have some automated systems in place which will send out e-mail alerts indicating that such an event is possibly taking place at the time that the alarm has been triggered.

The Acceptable Use Policy should be reviewed, and any questions that you may have should be brought to management.

Acceptable Use Policy:
https://tinyurl.com/ya3cdplc

Terms of Service:
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Guided Advertising

We have a set schedule that needs to be followed, which indicates the posting frequency of each venue.
The text for the various ads to be posted are available from the URLs at the bottom of this column.


Content for text ads:
Procedures

Standard operating methods.

Linux System Support

At the start of the shift check your e-mails, and alert e-mails. Next, check to see if there are any new tickets in the ticketing system, respond where necessary.

If you have access to the bandwidth monitoring system quickly examine the current bitrates, and take action, if needed.

if you have access to the server monitoring system, check to see if there are any servers, marked as unreachable, and take action if needed.
Quick Summary:
Upon Shift Start (Important):
  • Upon arrival - Check E-Mail Alerts

  • Check tickets, and respond where necessary

Dont's:
  • If you are a Live Chat Agent, don't forget to mark yourself as away before taking a quick break

  • If you are in the IRC channel, #BackChannel don't forget to indicate that you are leaving for the day or a for a break before doing so

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Guided Advertising

The schedule is of most importance.  So, check your schedule first, before proceeding with posting, or updating any ads.

The usernames & passwords are located within the, Ad Posting Log & Venues Document.
Related Links:
Updated Advertising Schedule:
https://tinyurl.com/yatuzrew

Ad Posting Log & Venues:


Information

Everything you need to know so that you will have access to our staff related areas & communication methods.

All Staff

Here is the relevant information related to accessing our communication servers, and the methods used.
Textual Communication:
IRC (Internet Relay Chat):

IP:  38.70.234.240
Port:  6697

Channel
:  #BackChannel

IRC Client:  HexChat or mIRC

Note:  Some IRC clients require that you add the IRC server address like the following, "38.70.234.240/6697", without the quotes.

ImportantUse SSL to connect to this IRC server. Also, you need to make sure that your IRC client is configured to, accept invalid SSL certificates.
Live Chat Agent:

As of now our accessing our live chat system as an agent is at the following URL shown below.  If you have not received the information on how to login, and that you have also been informed that you are a live chat agent, contact management.

Management E-mailManagement@AlphaNine.com

Voice Communication:
VoIP Office PBX:

Our server information is shown below.  If you have not received information on how to login to the PBX system, and you have also been informed that you are going to have access to the office PBX system, contact management to obtain your login information.

Protocol:  SIP (Session Initiation Protocol)
IP:  38.70.234.235
Port:  5060

Note:  Make sure that you do not enable any encryption (TLS) for the media channel.

Management E-mailManagement@AlphaNine.com

Relevant Links:
ArrayCUBE:
(Replaced BestSSDHost in 2020)

Management E-mailManagement@AlphaNine.com
Need an agent ID?
If you do not have your agent ID assigned to you, click the above link to get your agent ID assigned.
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