FAQ

All you have to do is use one of these three ways:

• Create a request in the client portal after logging in to: Customer Zone – the most recommended because the request is immediately forwarded to our engineers as authorized
• Send an e-mail at [email protected], which always requires also a telephone authorization
• Call us at +48 22 51 56 800

You can reach us from Mglista Street. The entrance from Jubilerska Street is temporarily closed to traffic.

If you are a supplier/courier or you are coming to a meeting (office visit), we invite you also from Mglista Street where you will undergo a security check.

Always remember to bring a photo ID with you – without this document you will not be allowed to enter the campus.

Send us a short e-mail at [email protected]. Provide the engineer’s data in the e-mail, i.e. their first name, last name, and ID number. Enter the date and time of the visit and the car details: brand and registration number if the engineer needs a parking space. The visit is always authorized by phone with the person managing the server room access list.

Yes. Mail must be reported in advance by sending an e-mail at: [email protected]. In the e-mail, provide the expected date of receipt and include information on whether your company’s employee will pick up your mail or if you want our engineers to do that (service upon additional fee as per the Remote Hands price list). Attach the waybill to the e-mail.

Yes, but it is necessary to send a request at [email protected] in order to arrange the date of taking photos. Ask a Customer Service employee to send you the complete procedure containing information about the data of the camera and the photographer required by us.

Customer Service Department works 24/7/365.

You can report a failure by phone at +48 22 515 68 00, by e-mail at [email protected] and after logging in to the Customer Zone.

Send the information about the change of your company data at [email protected]. Attach the document confirming the change to the e-mail: KRS [extract from the National Court Register] or a resolution of the management board on the change of the company address/name.

When signing a contract, you can choose in advance an e-invoice instead of a traditional printed form. However, if you do not decide to do so right away, you can send us a statement of acceptance of the e-invoice at any time.

All updates of the lists containing contact details of persons authorized to enter colocation on the lists or persons designated to receive notifications related to the operation of services should be reported by sending a new list at [email protected] or by editing these lists in the Customer Zone.

Please bring your ID card/passport/driving license with you. The document should correspond to the one given in the notification or on the access list. If we have a personal ID card in the system, entry will not be possible if the driving license is presented.

For dedicated servers, you can generate a duplicate invoice on your own by logging in to the panel at www.panel.atman.pl, clicking the “My invoices” tab and selecting the “Create duplicate” option next to the posted documents.
We send the duplicate invoices for other services after receiving a request at: [email protected].

Users receive from us a free client portal (Customer Zone) where we provide service statistics, colocation monitoring, a possibility of submitting queries and orders, and viewing invoices. Access is possible after logging in to the account in a web browser on a PC, tablet or mobile phone. Users’ authorizations are expanded and limited by the person administering the Main Account designated in your company to set up user accounts and assign them the appropriate authorizations on the portal.

The rights to manage the access list for the colocation are vested in persons who, on behalf of the client, have been designated in the agreement for such management. Also, only those persons designated in the agreement have the possibility to notify visits in the colocation.

In addition to the first and last names, the number of the valid identity document of the person being notified is needed in order to give them the access right to the colocation (the types of identification documents accepted by Atman are listed in Regulations for visitors to Atman Data Center). You may enter this number in masked form as follows: all letters of the series and the last three digits of the ID document should be unmasked, the other digits may be represented by “X”.

1. First you have to physically appear in the right data center – where the service is provided. There are two locations in Warsaw:
   1. Atman DC WAW-1 -> 21a Grochowska Street (entry from Mglista Street)
   2. Atman DC WAW-2 -> 5 Konstruktorska Street (entry from Konstruktorska Street)
2. When you arrive, please go to the reception point. To help you, we have prepared an overview map of both DC campuses with marked reception points.
3. Once you are there, you must show the ID document whose number has been previously given to us.
4. You will receive a proximity card with which you will be entitled to visit the colocation – this card will also be used to open the passages.
5. When you go through the turnstile barrier to the data center zone, you will be looked after by our employee, who will assist you on the way to your colocation. This employee will arrange your access to the devices for which you have been authorized.

Unfortunately, no. Without verification of the identity document with the information contained in the notification, we are not able to carry out the authorization and, consequently, grant the appropriate rights.

Such works should be reported to the Customer Service Department to receive a permission to carry them out. It is necessary to read the Rules for performing works at Atman and to submit an appropriate statement by all persons participating in the works.

Taking photos in the data center is regulated by procedures, please contact the Customer Service Department to get the right information.

Such persons are equipped with identifiers placed in a visible place; moreover, they are dressed in characteristic dark uniforms with the Atman logo.

The vehicle can be parked as long as you stay on the campus. The moment you leave the campus, your vehicle must leave the internal car park.

No, they don’t. Our data centers are on the list of protected facilities that have been excluded from restrictions on the supply and consumption of electricity. The reason for the protection is that Atman provides services that are key to the operational continuity of the critical infrastructure.

Atman Cloud and Atman VMware Cloud are a VPC (Virtual Private Cloud) that allows each user to create and manage their own virtual server infrastructure. On one large hardware platform there are many independent, logically separated, private environments.

By use of two tools that allow you to perform all administrative tasks (Atman Cloud and Atman VMware Cloud):

1. online panel
2. API.

Advanced users can also use (Atman Cloud):

1. built-in Heat module and OpenStack templates
2. Contra’s external IaC Clouding tool.

In addition, all recognized automation tools, such as: Terraform, Ansible, SaltStack, Puppet, have modules that integrate with OpenStack and can be used with our cloud.

Atman Cloud: python-openstackclient

Atman VMware Cloud: any client

Atman Cloud:

Virtualizer: KVM
Orchestrator: Openstack

Atman VMware Cloud:

Virtualizer: vSphere
Orchestrator: vCloud Director

Of any size – from individual virtual servers to large, complex multi-server environments.

Check out the price here

Atman Cloud:

1. Subscription fee, i.e. a fixed monthly amount for ordered server resources
2. PAYG – a fee for resources used, settled in arrears after each month with accuracy to one hour of the use of resources
   Read more

Atman VMware Cloud:

1. Subscription fee, i.e. a fixed monthly amount for ordered server resources

Yes, for Atman Cloud.

RAM, vCore, vDisk, IPv4, licenses for paid software (e.g. Microsoft Windows).

PLN 0 (zero)

Atman Cloud and Atman Cloud Basic – yes, you can.

Under the link Atman Cloud – buy online you can specify the resources you need and pay for them by card or electronic bank transfer. Once the payment has been booked, you will get access to the allocated resources.

Under the link Atman Cloud Basic – buy online, you can select one of the three basic resource packages and pay for it by card or electronic bank. Once the payment has been booked, you will get access to the allocated resources.  

For both Atman Cloud and Atman Cloud Basic, you can choose a 14-day trial period, which is free of charge.

1 Gbps for each environment in Atman Cloud.

For subscription billing, for Atman Cloud and Atman VMware Cloud sets the purchased server resources in the environment as the upper limit (the so-called hard limit), and it is not possible for the user to exceed those resources.

For PAYG billing (only for Atman Cloud), Atman determines with the user the safe limits that may not be exceeded. However, you can change them at any time.

Atman Cloud and Atman VMware Cloud offer three performance profiles: 1000 iops, 6000 iops and 12000 iops per data volume.

Yes. Users can create any number of L2 internal networks by themselves.

At Atman Data Center WAW-1 in Warsaw at 21a Grochowska St.

Yes. We sign a separate data processing agreement with clients who are data controllers, and its provisions are compliant with the GDPR.

1. The entire server environment is logically separated from other environments, preventing traffic from mixing between users.
2. Automatic three-time replication of data collected on vDisk – on different disks.
3. Edge router on which you can define traffic filtering rules in the L3 layer for the whole environment, start load balancing, and create VPN connections.
4. The Security Groups tool that allows you to define L3 filtering rules for individual virtual servers or their groups.
5. Built-in anti-DDoS mechanism for the entire cloud platform.
6. A possibility of performing data volume snapshots.

In the case of 1.1 Gbps attack or 120 kpps packages – scrubbing (traffic cleansing: transmission of proper traffic and cutting off undesired traffic).

In the case of 1.5 Gbps attack or 1 Mpps packets – blackholing (cutting off all traffic).

No. For clients who want to use backups, we recommend the Atman Backup service.

Agent.

Commvault.

https://www.commvault.com/

For the file system (for Windows, Linux, FreeBSD, MacOSX operating systems) and for VMware virtual environments.

Installation packages of such agents, as well as backup plans and instructions for use are prepared on request as a “Custom Plan” for an additional fee.

Through a convenient online administration panel.
https://panel.backup.atman.pl

Any size – our platform will not lack space 🙂

Over the Internet.

Yes, transmission all the way agent -> platform is encrypted; also the data stored on the platform are encrypted.

Check out the price here

There are two components of the fee: the number of servers covered by the backup protection and the protected storage (counted at the source that is on your servers).

PLN 0 (zero)

At Atman Data Center WAW-2 in Warsaw at 5 Konstruktorska St.

Yes. We sign a separate data processing agreement with clients who are data controllers, and its provisions are compliant with the GDPR.

The Atman Firewall service is designed to protect against intrusions, attacks, viruses and spam.

The most important advantages and benefits of the Atman Firewall service are:

• Comprehensive protection of the interface with the Internet
• Inspection of the OSI application layer
• Possibility of working in NAT and BRIDGE modes
• Advanced security statistics (such as blocked ports and types of attacks, band saturation, etc.)
• The ability to implement secure IPSec VPN connections
• High availability of the service guaranteed by redundant operation of the system
• System maintenance by Atman specialists
• Low costs of service purchase and system maintenance
• The solution installed in Atman’s rack

The service is provided based on the Next Generation Firewall systems from the FortiGate family. It consists of the following components:

• Firewall instance made available to the client exclusively
• A data transmission service that provides a connection between the client’s firewall and the interface with the client’s infrastructure.

The client does not have to buy a data transmission service separately – it is an integral part of the Atman Firewall service.

The solution is installed in the Atman Data Center, in the DC operator’s rack. The client does not have to purchase any equipment. As part of the monthly subscription fee, the client can use the features provided by the New Generation Firewall.

The firewall protection may cover standard Internet access services, i.e.: Business Internet, Colo Internet, Basic Internet, Office Internet.

The Atman Firewall service provides protection of the basic Internet access service.

As an additional option – depending on technical capabilities – it is possible to protect the backup internet connection, purchased from another telecommunications operator. The service in this option enables the support for dynamic routing protocols, including BGP.

The firewall instance is managed by Atman specialists based on the orders received from the client.
The client has access to the administration panel in the read-only mode that allows to:

• View the status
• View logs and reports
• View the current firewall configuration.

We guarantee standard SLA with the service availability is at the level of 99.9%.

Notifications are handled by the Atman Network Operations Center (NOC) in accordance with the notification and escalation procedure set out in the Agreement. Notifications are accepted 24/7/365.

Typically, it takes 7 business days to start the service and it includes:

• Setting up the data transmission service from the firewall to the interface with the client’s infrastructure
• Preparing the firewall instance and making the initial firewall configuration. Signing the service acceptance report.

Due to the specificity of the service, it is not possible to run the service so that it could undergo free testing – an individual configuration for the client takes several hours of engineer’s work and requires the allocation of firewall resources.

However, you can start the service to run monthly paid tests.

AntiDDoS system:

1. protects against a specific type of external attack: Distributed Denial of Service:

• a DDoS attack consists in flooding the client’s network to block traffic (block the link) and thus cutting it off from the Internet.

2. The purpose of the Anti-DDoS system is to redirect all traffic to the “side track”, filter out this malicious traffic (intended only to saturate the link) and pass the correct traffic.

3. The system consists of:

• Sensor – used to analyze traffic and make decisions when to redirect it
• Filter – which is a simple firewall, but with the ability to filter large amount of traffic (simple in the sense that it only filters, but does not have DoS, AV or IPS functions)

 Firewall:

• It works on both sides: it protects the network against unwanted incoming traffic, but it can also block outgoing traffic (from the client).

Atman Anti-DDoS and Atman Firewall services have different functions and different tasks. They differ so much that one cannot replace the other, but they complement each other.

Yes, Atman Firewall works “inline”. It is treated like any other active device in the Atman network. Its load will affect the quality of the Internet connection – communication with the world.

Clients for Dedicated Servers are protected by a dedicated, comprehensive, fully automated anti-DDoS solution. It includes both the appropriate network infrastructure – redundant, high-bandwidth connections – as well as systems responsible for recognizing and filtering attacks.

The filtering subsystem tries to eliminate attacks to minimize the disruption of normal network traffic of the host under attack. Firstly, the interfaces through which the attack is carried out are identified, and the filtering mechanisms are activated only on the attacked links.

All servers are covered by the basic protection against DDoS attacks included in the price. In addition, we offer plans for more demanding clients:

Through the IPMI (Intelligent Platform Management Interface). It is a device installed on the server’s motherboard, giving the possibility of remote connection to the server, bypassing the operating system. Users has full access to the server screen, keyboard, mouse. They can remotely turn the server on or off or reset it. They can also connect any ISO or CD-ROM file from their own computer and upload it to the server, e.g. to reinstall the operating system or the virtualization software. All communication with the server is encrypted and protected against third-party interference. The IPMI console can be activated by selecting the ‘IPMI” option in the “My servers” tab in the Customer Panel.

Yes, you can install any operating system using the IPMI, and connect your own disk image to the server. ATM does not provide support for systems installed by the clients for the service.
System installation with the use of IPMI is in no way different from the standard system installation performed with physical access to the machine. See e.g. Supermicro IPMI Virtual Media + Centos.

IPMI allows full remote management of the server, including changing the BIOS settings, starting the computer from the remote media, capturing the screen, mouse, keyboard, as well as remotely restarting and shutting down the server by cutting off the board power supply.

For security reasons, access to the IPMI console activated in the Customer Panel is active for 8 hours from the moment the console is started. After this time, the connection is cut off automatically. We encourage you to disable the IPMI access yourself after finishing work – the appropriate button will appear in the Customer Panel after activating the access.
Within a month you can use the IPMI function many times, the number of connections is unlimited.

The Atman offer includes a wide range of configurations based on the x86 platform. Such custom configurations should be ordered through the Customer Service Department.

Yes, we provide server administration service; however, each time we make a separate valuation depending on the complexity of the task and the required response times. Administrative work can be valued hourly (according to the rate given in the price list) or a flat rate basis.

To agree the terms and conditions of this service, please contact the Customer Service Department.

Yes, servers can be connected with an internal network. Such network is configured on a separate network interface, it operates independently from the Internet connection and enables free data exchange between servers, without loading the link. Traffic in the internal network is not included in the monthly transfer limit. In order to start the service, the “internal network” option should be selected in the Customer Panel for each server that is to have access to such network.

No, the FTP server is located in a dedicated network segment and cannot be connected to the client’s private network.

The motherboards used by us are equipped with a hardware SATA RAID controller. By default, Linux and Windows installations are configured with software RAID, but the clients can independently reconfigure their server using the IPMI in such a way that they use a hardware controller.

For clients in need of more efficient configuration, we are able to provide servers with an additional, more efficient RAID controller – those interested please contact our Customer Service Department.

It is not possible to insert your own devices into the rooms of Dedicated Servers. However, it is possible to:

• lease a dedicated server and put it into your colocation located in the Atman DC, or
• connect a dedicated server with the devices in such colocation or with resources in Atman Cloud through an inter-service link.

Contact the Customer Service Department for details.

The best way to report a failure is to use the “Submit Notification” button in the Customer Panel (“Dedicated Servers” tab, button at the server card) – thanks to this our technical service will receive precise information that will significantly speed up the removal of the problem. In this way, failures can be reported around the clock and they are prioritized.

During the office hours, you can also report a failure by phone, by contacting our Customer Service Department.

The intervention will be completed in accordance with the SLA applicable to the given service.

Call or send an e-mail to the Customer Service Department as soon as possible. If this is an incidental matter then the server will be conditionally unblocked. It is possible to recover a blocked server within 14 days of blocking it.

By default, up to 20 IPv4 addresses can be attached to each server.
If you need more addresses, please contact the Customer Service Department.

Standard configurations available on our website are installed earlier and are waiting in racks for customer orders. As a result, they can be started immediately, 24 hours a day, 7 days a week – after the payment confirmation. If you have chosen the option to install the operating system yourself, the server will be available immediately after confirming the payment. If you have chosen a server with a pre-installed system, it will take about one hour (Linux) to one business day (Windows) to run the server.

The deadline for running custom configurations delivered to order is typically up to 2 weeks and is determined by the service at the time of order confirmation.

By default, servers are billed on a monthly basis. It is possible to obtain other billing periods on request by contacting the Customer Service Department.

Yes. In addition to the dedicated server service, you can purchase server administration, backup policy administration, software security audit, order configuration of the system and security measures and other administrative services settled with a lump sum or on an hourly basis.

To agree the detailed terms and conditions, please contact the Customer Service Department.

The price list of new services presented on the website may change over time. The price of services already launched for which no fixed-term agreements have been concluded may change only if any external factors occur that materially affect the costs of providing the service. The prices of services for which long-term agreements have been concluded are valid for the entire duration of the agreement.

All restrictions on the use of dedicated servers are described in the “Dedicated Server Services Regulations” available here. The basic principle stated there is that the Polish laws must be complied with. However, we do not introduce technical or business restrictions on the use of servers: you can install any software on them and provide any services using it – as long as it’s lawful.

If you want the traffic between your servers not to be included in the transfer limit, we recommend purchasing an internal network service. All outgoing traffic from the server to the Internet, except for traffic directed to the backup server (FTP service), is included in the statistics and counted towards the transfer limit.

List of all Thinx IX members

You can join Thinx at any of the following nodes:

Atman E-Line is a range of fast, fully managed high-capacity services based on Ethernet technology in accordance with the IEEE 802.3 standard, terminated at a Fast Ethernet or Gigabit Ethernet interface.

Ethernet standard services are a popular technology commonly used in local networks, and increasingly often also to connect geographically remote locations.

The Ethernet standard provides a basis for the implementation of many technologically advanced services related to access to server resources or the Internet.

The Atman E-Line service is available in two variants:

Lambda is a service that connects two locations using infrastructure with high channel capacity, because it is based on a dedicated optical digital channel. The types of Lambda service available in the Atman network are LAN (with bitrates of 1 Gbps, 10 Gbps), WAN (STM-16, STM-64) and FC (4G, 8G). A Lambda setup guarantees the customer’s exclusive access to the whole of the bandwidth, and the highest level of transparency for transmitted data.

The Lambda service is an ideal proposal for ISPs, network operators and large companies requiring a fast, economical network connection.

SDH type data transmission services are synchronous services based on an SDH backbone. They enable the creation of a synchronous SDH digital channel.

The technology was created as a development of the PDH standard. The system’s basic unit is an STM-1 transport unit with transmission rates of up to 155 Mbps, which enables easy interoperation with a plesiochronous PDH network with a transmission rate of 140 Mbps.

• Nationwide access – use of the backbone network and radio and cable access links
• Individual choice of capacity – we provide a guaranteed link capacity as well as the possibility of increasing it at short notice
• SLA guarantees
• Comprehensive service – the network is fully monitored and managed by Atman

The MPLS IP-VPN solution is based on MPLS (Multiprotocol Label Switching) technology using the IP protocol and the secure, isolated MPLS backbone network. Thanks to priorities assigned to particular types of information, we can guarantee transmission parameters of appropriate quality. For example, a company sending important data (such as accounting documents) can be certain that these will take priority over e-mail or Internet access.

• Symmetric access connections based on optical fiber, copper wire or radio technology
• Every line terminates at a router managed by qualified Atman engineers
• Support for up to five classes of service
• Bandwidth allocation selected flexibly to match the customer’s solution
• Ability to create a backup connection using a GSM network

The Atman MACSec service is provided based on a pair of switches that support the 802.1AE standard. They are located at the end locations to which the service is delivered. Their configuration uses the MKA protocol on WAN/uplink interfaces. The devices authenticate each other with a PSK key identical and exclusive for both devices. After successful authentication, the switches proceed to SAK session key negotiation. One of the devices is also the SAK key server and is responsible for changing the session key after the configured session lifetime (e.g. every 1 hour).

In the event that for some reason the session key is not negotiated, the devices will immediately stop transmitting data, ensuring that they are not sent in an open manner (cleartext).

Deep Security is an agent-type service, i.e. the agent must be installed for each protected server. The agent sets up a connection with the server, therefore it is not required to open firewalls for inbound traffic. Just make sure the servers with the agent installed have access to the Internet.

Before installing the agent, you must generate the installation script for the given type of operating system. All the installation steps are described in detail in the onboarding material that we provide to anyone interested.

The Deep Security service is managed through a convenient management console located in the professional Atman Data Center WAW-1. All Deep Security tools are managed from only one console. In addition, we provide onboarding material and specialist support.

After purchasing a license for Deep Security, the client receives a login and password to access the console. Using it, the client can independently manage security policies or outsource the configuration of policies to specialists.

No, it is not necessary. The Deep Security service is available to anyone who wants to protect their server environment, regardless of its location.

Each of the three Deep Security modules is priced separately so that you can order them independently. The price specifies the cost of the monthly license for the given Deep Security module for one protected server.

When ordering licenses for all three Deep Security modules, a special price per package (per server) applies.

Payments for the Deep Security service are made on a monthly basis.

Yes, we provide a free trial month to test the Deep Security service for up to five machines (servers). Contact us to test the service.

ZDI is a team of researchers (part of Trend Micro) that identifies security vulnerabilities and holes in systems and applications. The Virtual Patching tool regularly uses the ZDI database, checking for new vulnerabilities and applying the appropriate patch.

Trend Micro estimates that clients that use Deep Security receive a security patch on average 61 days faster than the companies relying only on updates from the manufacturer.

Yes, it’s one of the biggest advantages of Virtual Patching. This solution is ideal for companies using outdated operating systems that are no longer supported by the manufacturer, i.e. no new updates have been developed for them. By applying own patches, Trend Micro allows you to safely use the older version of the operating system until you switch to a newer version supported by the manufacturer, or for as long as you need it.