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Frequently Asked Questions

? Where is RackHigh based and located? RackHigh is based out of KSA, Jeddah in the downtown area. Our operations are based in the Jeddah area as well as in Riyadh, and one in Los Angeles USA. We plan to launch a new facility in Asian Continent in the coming months, and when that happens our operations will expand into the Asian market as well. Despite being located in the Saudi Arabia, we provide services to customers in over 120 countries around the world. Our headquarters are located at 6th Floor, Saudi Business Center, An Nouzhah, 21955, Makkah, KSA.

? How long has RackHigh been in business? RackHigh's senior management team has been in the hosting space since the early 2000’s. The founders of RackHigh previously founded HostGee.Com. in 2006 which grew to be one of the middle east largest providers of shared hosting services to over 60,000 customers in over 140 countries. After the sale of HostGee, the founders started RackHigh in 2009. RackHigh has grown to a $10 million company with over 100 employees since then.

? How large is RackHigh? At the time of publication, RackHigh has over 100 employees. For the Fiscal Year of 2012, we generated just under $10 million in revenue, provided service to over 2,500 servers and our network operated at peak efficiency 100% of the time. In early 2012, we raised our first outside funding in the amount of $8 million lead by ArabNet Venture Partners.

? What services does RackHigh offer? RackHigh offers a wide-range of automated Infrastructure-as-a-Service and Cloud Computing products out of three (with a fourth in Asia coming soon) strategically located data center facilities. RackHigh also offers managed services such as server administration, monitoring, architecture, disaster recovery, high availability, clustering, complex hosting, cloud security services and more to its customers. For a complete list of products, please visit www.rackhigh.com.

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? Are RackHigh’s data centers SAEE 16 or SAS 70 Type 1/2 certified? Yes, RackHigh data centers hold either SAEE 16 or SAS 70 Type 1 or 2 certifications. For information about a specific data center, please view the relevant data sheet or inquire with RackHigh staff. Audit certification letters are available upon request. A complete list of certifications is available on our website at www.rackhigh.com.

? How many locations does RackHigh operate? RackHigh currently operates four locations: Two data centers and an operations center in the Los Angeles area, as well as a third data center facility in Riyadh, Jeddah. RackHigh plans to open an additional facility in Karachi Pakistan in early 2014, with numerous additional data center locations planned for the future.

?? Where is my live data stored? Wherever you want us to store it. As a customer, you are free to select which data center your servers or cloud instances will live within. You are also free to mix-and-match infrastructure from different facilities under the same uniform operating platform. That’s one of the great things about the RackHigh platform.

?? How do you define a processor / virtual core / Compute Unit? A Processor is a physical Central Processing Unit in a computer. A virtual core can mean different things. For our purposes, a virtual core is recognized by the way the hyperthreading feature on many of our Intel processors works. Hyperthreading works by a processor core being able to handle processes on both sides of the CPU cycle, almost doubling its effectiveness, whereas a processor core without this technology can only handle 1 operation per clock cycle.

?? Can you provide multi-site hosting for redundancy purposes? Hosting can be spread across our data centers as desired. There is a private link between all RackHigh data centers that can be used to transmit data between front/back end servers. If a client desires geo-located redundancy on the front-end portion of their setup a client would need to employ a DNS failover service through a third party.

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?? What type of VPN technology do you use? We have a private networking service which we can apply to all applicable server models at 100MB throughput with no charge. This creates a VPN between your servers in our network, completely isolated from the outside. For 1Gbit connections, there is a small charge for each server. You can also lease a private switch with dedicated cabinet space for a fee which would be administered completely on your side for maximum security. We also offer SSLVPN’s for external administrative access. The purchase of a firewall would be required for remote network VPN capabilities that are supported by RackHigh. We typically use Cisco ASA5505s to fulfill this requirement. These devices support IPsec and SSL type VPNs.

?? Who is responsible for security? RackHigh customers have the option to hire us to perform various security services for them. These include operating system updates, software patch management, monitoring, backups, disaster recovery, virus scanning, attack detection and mitigation and much, much more. We also offer a wide range of advanced security features, including two-factor authentication, firewall management and much, much more.

?? What kind of physical security do you use in your data centers? RackHigh data centers feature a wide range of physical security measures. Our Jeddah-1 facility, for example, has 24x7 security guards, access card system with complete security camera coverage. All movement within the facility is logged and analyzed. There are a wide range of security measures in place within the data center rooms, including locking cabinets and access restrictive cages. Our Riyadh-1 facility features biometric security in addition to 24x7 camera and RackHigh staff coverage. Our Los Angeles-1 facility features a similar level of security.

?? What kind of certifications do your staff hold? RackHigh holds a wide range of corporate certifications, and RackHigh employees individually hold a wide range of certifications from vendors and industry associations. A complete list is published in the Company section of our website at www.rackhigh.com.

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