Support
Do you monitor our cached files, for example, do you check our files for the legality of their distribution?
Our system engineering team, as well as some automated systems will check each zone to make sure that the content complies with our terms and conditions. All illegal or harmful content will be removed from our servers without prior notice.
Do you allow adult content to be served through your content delivery network?
Yes we do allow adult content to be served through our CDN. All content, however, must be legal within the United States of America and comply with our terms of service.
What kind of content do you allow and not allow?
Any “legal” content is allowed on our servers. Types of content that are not allowed are warez, copyrighted material (not owned by you), child pornography, and any other content already illegal in the United States. Any file found to be in violation of our terms of service will be removed immediately.
What type of payments do you accept?
You can pay with PayPal, Visa, Mastercard and American Express. Special payment options can be arranged for Enterprise CDN customers.
How do I pay with PayPal?
When you sign up, you can find a tab on the sign-up form which allows you to choose your payment method. Once you enter your PayPal email address into this box, you will be redirected to a PayPal order form to place your order. Please note that any PayPal payments will be made to NetDNA, LLC.
How long does it take for my account to be activated?
New accounts are activated immediately after a successful payment is made. Note that if paying through PayPal, your activation could be delayed since orders are processed manually by our billing department. In general, if you don’t receive an activation email after purchase within three hours please email Billing.
Is there a time commitment for the consumption of the initial 1 terabyte of bandwidth that I receive upon payment of my pre-paid MaxCDN account?
Yes, you have 1 year starting from the day your account is activated to use up your 1TB of bandwidth.
What is the difference between MaxCDN and NetDNA?
NetDNA is our Enterprise CDN brand while MaxCDN is our pay-as-you-go brand.
With NetDNA, you will have an enterprise contract that has preferred pricing with a monthly, yearly or biannual term with access to private dedicated priority support representatives and the ability to request custom development features.
With MaxCDN, you will have the same control panel and reporting features as our NetDNA enterprise CDN customers. On MaxCDN your bandwidth will be pre-paid, and any disk space will be billed on a monthly subscription basis. All MaxCDN accounts have the ability to be upgraded to an NetDNA Enterprise account at anytime. NetDNA clients receive priority 24/7 support, as well as priority development for new feature requests.
I have checked out the pricing on MaxCDN and NetDNA, why is there such a discrepancy between the two companies?
The difference in price comes from the level of extra support that comes with a NetDNA Enterprise account. While you will always get great support with MaxCDN, any NetDNA customer will have access to priority support, dedicated account management resources, and priority development for new feature requests.
Will you be adding new PoPs to Asia Pac, South America or Europe?
Yes, our system engineers closely monitor our server load and have a scalable expansion plan ready to be implemented when the time is right. NetDNA plans on expanding into Asia first, then add extra capacity to our existing European presence and then look to South America, Australia and Africa. Currently, there is no scheduled ETA on the expansion, but keep an eye on our Blog for more information and network updates. You can also see our latest news when you log into your control panel.
How do your prices compare to Amazon Web Services?
Both our NetDNA and MaxCDN pricing is in stark contrast to Amazon S3 and Cloudfront pricing. Amazon is great for someone who has extremely low bandwidth and disk space requirements and who also has low file requests. This however is not usually the case if you’re a typical customer looking for a CDN. We have always known that customers typically purchase a product or service based on the price to quality of service ratio. With NetDNA and MaxCDN, you will always have the highest quality of service and highest level of performance without paying a premium on your bandwidth and storage costs. Unlike Amazon, all MaxCDN and NetDNA packages come with no charge for requests, no charge for inbound transfer, and no charge for inter-network bandwidth usage. We simply charge you for what you use and nothing beyond that. You will also always be able to contact our departments directly through phone, IM, Live Chat or email instead of waiting days for an answer to your support or sales questions.
How much does a secure token cost?
There are two costs for a secure token. First, there is a $99 setup fee and the second is a recurring monthly maintenance fee of $99 for every 10TB of bandwidth usage. The maintenance fee is billed on the account’s monthly anniversary date.
Does the secure token setup fee include receiving a compiled Flowplayer or JW Player with my secure token?
This is not included. You will need to check with your flash player company to see if they have instructions, or a service to compile the secure token we provide you into the player itself.
Can I have more than one secure token?
You can have unlimited secure token zones on your account. Each secure token zone will have one secure token assigned to it.
Can I change the zone name for my existing secure token?
At this time, you will not be able to change the zone name of your secure token zone. This is a feature that our development team is working on implementing for a future control panel release.
What is the minimum amount of simultaneous viewers I can have with my Live Zones?
Every Live Zone has the capacity to serve unlimited simultaneous viewers. The only minimum on any Live Zone is the minimum 1000 viewer hours monthly charge at 15 cents per viewer hour billed on account monthly anniversary date.
Is there a setup fee for Live Zones?
There is currently a $99 one-time setup fee for each Live Zone.
Is there a way to test a Live Zone before paying for it?
While there is no way to test a Live Zone before paying for it, we do have a policy whereby you can cancel the zone at anytime and get a refund of the minimum monthly viewer hours charge within 30 days of the zone creation. However, the setup fee will not be refunded.
Do you keep raw logs/access logs?
Unfortunately, we don’t keep any raw logs or access logs at this time. You can, however, see your full bandwidth, cache and non-cache hits, node hits and live streaming stats for any time period inside your control panel.
Can I access my logs?
Since we don’t keep raw logs, there is no way to access them. You can, however, see aggregate data for bandwidth and hits inside your control panel.
Can I password protect directories for my Push and VOD Zones.
At this time there is no way to protect directories of files that you upload to your storage zones. All files are publicly available to those who know they exist.
How much data can I upload to my Push or VOD Zone?
There is no limit to how much disk space you can use, or how many files you can upload. You will be billed each month for the highest amount of disk space you used in the previous 30 days, unless you have one of our monthly packages that include a set amount of disk space. Storage is only billed for files uploaded to a Push or VOD Zone.
Can the API be used to delete files/zones?
The API will allow you to purge and prime your Pull Zone cache files, however it can’t delete files from any Push or VOD Zones. To delete a file from one of your storage zones, you will need to SFTP into your zone and manually delete the file, or if using rsync the file will automatically be deleted on sync if removed from the origin server.
To have a zone deleted entirely please send an email to Support. You can also use Live Chat M-F.
Can The API purge my cache?
Yes, you can use the API to purge and prime any Pull Zone cache.
What are the fees for file storage on Push Zones or VOD Zones?
Depending on the package that you signed up with, the price for storage can vary. In general, pricing starts at $1 per GB and can go as low as $0.10 per GB.
Can I use an A record with my custom domain instead of a CNAME?
You can’t use an A record with your custom domain DNS setup. Because of the automated routing that our Anycast network utilizes, the IP that you would’ve pointed your A record to changes to best route your visitor requests. If you were to use an A record, you take the risk of the IP changing and your requests not getting routed to the proper location.
Can I resell your services?
You can resell our CDN services to your clients and creates zones specific to their accounts. Please note that we will not provide direct support or direct billing to your clients. If interested in having a White Labeled control panel and becoming an Authorized Reseller, please email Sales.
How do I become an Authorized Reseller and have my own branded Control Panel?
Authorized Resellers are special resellers who can have a White Label (custom branded) control panel, and White Label DNS. It is an enterprise service that is available to enterprise customers, and it requires a 10TB monthly commitment.
If I become an Authorized Reseller, can I get a discounted price?
Yes, you can get a discounted price. Enterprise CDN Clients can get a lowered price of 8.9cent per GB.
I understand that all bandwidth is pre-paid for, and that I have up to 1 year to use what I purchased. What happens once my bandwidth expires after 12 months?
Once your bandwidth expires, you will have a couple different options. 1) Become an Enterprise CDN customer, 2) Pre-pay for 1 or more terabytes of bandwidth at our normal refill rate, 3) Switch to a monthly billed CDN package or 4) cancel your account.
If I see that most files are not cache hits, what can be some reasons for that?
The reason can be that either cookies or an expiry header are set. The best way is to check the file(s) with Web Sniffer. Once the reason is determined, we will add an exception to your account that will ignore the cookie or the expiry header and solve the problem.
I see that your sample API calls are only for PHP; is it possible to use other languages like Ruby, ASP.NET, perl etc…? Is there documentation available?
Is it possible to have a custom header TTL/cache expiry time set for my one or more of my zones? Or to my entire account?
I have GZip/Deflate enabled on my server, do I still need to tick the compression box when creating a zone?
If you need to have your CDN-served contents compressed, GZip compressed needs to be enabled on both the the origin server and in your zone settings. A simple and easy way to check if a file is GZip compressed is to use this websitehttp://www.whatsmyip.org/http_compression/
What happens if I have a custom expiry-header/TTL/Cache settings on my server? Will MaxCDN take priority, or will there be a conflict?
We honor the headers from the origin, and they will take priority.
I have a lot of small files, which is long tail content; What is the best zone for me?
For infrequently accessed files, we encourage you to use a Push Zone whereby you would SFTP or rsync to upload your files to your storage Push Zone.
I want to monitor my files from all over the world – can you recommend something?
Yes, we are currently working on our own private monitoring service called CDNPulse. This will allow you to monitor your files as you would through a service like Keynote, Gomez or Pingdom.
If I update my Company Name in my control panel will my alias change?
No, currently it is not possible to change the alias on an account. Our development team is, however, working on a method to enable this feature in the future.
Do you only support password authentication? What if I keep forgetting my password, is there any other way I can get around resetting it?
Your ideal solution would be using a SSH Keys login. Simply create a folder and call it .ssh (please prefix the folder name with a period), inside of it, create a file name authorized_keys with your ssh key in it, and that’s all. You can add as many keys as you want.
Do you have any advanced features on Pull Zones
Yes, we have the advanced settings listed below:
- HTTP Referrer
- Duplicate Content Protection
- Query string
- Content Disposition
More information regarding those features can be found here http://support.maxcdn.com/pull-zone/what-are-advanced-zone-settings/