FAQ

Q. SSL-VPN - Failed to connect SSL-VPN
Q. Service details - The commercial/trial use
Q. Firewall - Firewall functionality and configuration
Q. Create a new virtual system - How to create/reconfigure/return VMs
Q. GuestOS - Functions and performance of Guest OSes
Q. Operations - Operations such as start/stop, backup/restore
Q. Unable to start/stop - VMs fail to start/stop VMs
Q. Software - Download/installation of a software
Q. FUJITSU Cloud Service S5 Shared servers - Shared server (WSUS,yum,DNS,NTP)
Q. SLB (Server Load Balancer) - Functions and performance of SLB
Q. Communication and access - connecting to VMs (ex. Ping/RDP/SSH)
Q. Client certificates - Downloading a client certificate and log-in to the Service Portal.
Q. API - The API
Q. Fail-over/Migration - Cause of a Fail-over/Migration, and the mechanism.
Q. SLA and Billing
Q. Service Portal - Accessing the Service Portal or MyPortal
Q. User Management - User management or how to add/configure administrators
Q. OS license activation - Windows Server license
Q. Performance - CPU/Network performance
Q. Unable to reconfigure - Fail to reconfigure
Q. The Security & Reliability
Q. Compliance
Q. Where is the data
Q. Customer Control
Q. Connectivity / Networking
Q. Supportability

SSL-VPN - Failed to connect SSL-VPN

Q. In SSL-VPN screen, the following error comes up and the connection cannot be established: "This browser is not supported
Q. I require proxy authentication for web access and while trying to establish SSL-VPN connection, I get the following error
[Failed to connect] reason to be disconnected : Failed to connect a Virtual LAN adaptor.
Q. In SSL-VPN screen, the following error comes up and the connection cannot be established: "This browser is not supported."
A. In the case that a connecting client does not meet the requirements, a SSL-VPN connection cannot be established.

About the requirements, please refer to P.61 'A.6 Requirements (Service Portal)' in the "Service Portal User's Guide V1.1" document.

[Client environment]
- Hardware
  Screen resolution
  1280x1024 or higher (recommended). 1024x768 (minimum)
  CPU, Memory, Hard disk
  No particular requirement

- OS
  Microsoft Windows XP SP3 / Windows Vista SP2 / Windows 7

- Web browser
  Microsoft Internet Explorer 7 / Internet Explorer 8

- Flash Player
  Adobe Flash Player 10

- Java
  Java Runtime Environment (JRE) 6.0 update 23 or higher


Q. I require proxy authentication for web access and while trying to establish SSL-VPN connection, I get the following error.
[Failed to connect] reason to be disconnected : Failed to connect a Virtual LAN adaptor.
A. There are several reasons for a SSL-VPN connection fail. Please isolate the problem further according to the contents below.

- Certain PC environment confirmation: Try to connect with several terminals. Isolate which has a problem, the terminal PC or the network environment.

- Confirm requirements: Version of the OS and browser.
    o OS: Windows XP SP3, Windows Vista SP2, Windows 7.
    o Browser: Internet Explorer 7.0, Internet Explorer 8.0 or above.
    o Browser other than IE is not supported.
- If the requirement is not met by your environment, error messages may appear.

- Check IE configuration: Check if the check box 'Use the same proxy server for all protocols' is on. If not, please check it and try again.

- Conflict with virus scan software or blocked by personal firewall: Temporarily stop virus scan software and try SSL-VPN connection again.

- Conflict with a VPN client driver: On the client PC, check if another VPN client software is installed.
    If so, please uninstall it and try again. In certain cases, existing Cisco VPN Client software may cause SSL-VPN connection fail.

- Conflict with PPPoE client software: Please check if a PPPoE client software is installed.
    Please refer to the FAQ for the detail.

- In case that PPP or PPPoE software runs at the same time on, please apply Windows Vista SP1.

- IP address overlapping. Please check if the IP address assigned to the Client PC conflicts with the IP address used in FUJITSU Cloud Service S5 or for SSL-VPN connection.

- Check the customer's LAN environment. Try to connect without the customer's LAN (Using a remote data card).
    It is possible that Client authentication by proxy server fails because of Internal network or firewall.

- UPDATE LINK!! Restriction: http://globalcloud.sg.fujitsu.com/portal/ctrl/aboutSopNote

- Check authorization for the user. Please check if the user has an administrator privilege.

- On Windows Vista/ Windows 7, run IE selecting 'run as administrator'. Please check it when failing running an Add-on or installation of SSL-VPN client software.

- Protection mode on Windows Vista/ Windows 7. When using SSL-VPN on Windows Vista/ Windows 7, please add the URL to 'trusted sites'. See here for more information.
    When running IE under the protection mode on Windows Vista/ Windows 7, file access, registry access, socket access are restricted.

- SSL-VPN connection fails under VPN connection environment. Under an existing VPN connection in session, a SSL-VPN connection will fail.
    If that is the case, disconnect the current VPN connection after SSL-VPN authentication screen, and then authenticate the SSL-VPN connection.

- Check the software to switch networks. Check if a network switch software is installed on the client.

- Check whether the network adapter exists. From system property, open the device manager and check if [network adapter] ->
    [fujitsu IPCOM SSL-VPN Ethernet Adapter] exists.

- Check if the SSL-VPN client software is installed properly. Please check if the software below exists in control panel-> [Add/delete programs]
  -Fujitsu IPCOM SSL-VPN Plugin
  -Fujitsu IPCOM SSL-VPN client software

- Check if the add-on is installed properly. In IE, [Tools]-> [Add-on]->display all add-on, please check whether [F3HLVPNF] by [FUJITSU LIMITED] exists.

- The proxy server for an external access: Please check with the administrator in customer's company if the proxy is configured as to block connections other then certain connection.
  *e.g.: When SSL-VPN connection establishes, the HTTP header will be [User-Agent: webclient].
    If the proxy blocks the header, the SSL-VPN connection won't be established.

- Update the LAN driver. If LAN driver is old, a SSL-VPN connection might not be established. If that is the case, please update the LAN driver.

- Concurrent connection by multiple users. On Windows XP/Windows Vista, if customers use the SSL-VPN connection switching users please disconnect it before switching users.


Service details - The commercial/trial use

Q. We are using VMs in the trial, can we still use them in the commercial service
Q. Is there restriction of the Service Portal opening hour after the commercial release
Q. We are using VMs in the trial, can we still use them in the commercial service?
A. The VMs can be used in the commercial as they are, however, charges will start after the trial period.


Q. Is there restriction of the Service Portal opening hour after the commercial release?
A. Customers can access the Service Portal 24x7 except during maintenance time. Maintenance is done once a month (out of service for a few hours).
A notification or announcement will be on the Portal before 14th every month.


Firewall - Firewall functionality and configuration

Q. I want to know how to configure the firewall to connect VMs in DMZ to the Internet
Q. When setting FW rules, the error below popped up
"Failed to configure firewall rules. Possibly an invalid address is specified. Please check your settings
Q. I want to know how to configure the firewall to connect VMs in DMZ to the Internet.
A. The configuration is below:
[FROM] [To] [ID] [Source IP address] [Source port] [Service] [Target/Service] [Target Port] [Protocol] [Action]
[DMZ] [Internet] [User define] [IP address of the VM] [any] [None] [IP address, any] [http(80)] [TCP] [Accept]
[DMZ] [Internet] [User define] [IP address of the VM] [any] [None] [IP address, any] [https(443)] [TCP] [Accept]
[DMZ] [Internet] [User define] [IP address of the VM] [any] [None] [IP address] [53] [UDP] [Accept]

* DNS setting is required on the VMs.
If FUJITSU Cloud Service S5 Shared DNS server is the choice for DNS client resolution, please set DNS Server IP as 202.68.214.110


Q. When setting FW rules, the error below popped up.
"Failed to configure firewall rules. Possibly an invalid address is specified. Please check your settings."
A. There are rules which is related to deleted VMs or SLB. Please check in the rules if such records remain in the configuration.


Create a new virtual system - How to create/reconfigure/return VMs

Q. When I created the virtual system in DesignStudio, I selected only the "Intranet" for the "Destination of Network"
Can I change it to the "Internet" after I deployed the system
Q. The following error message is displayed in the event log, and I cannot deploy the VMs
[Warning: Failed to Create a system due to insufficient private IP addresses.]
What should I do?
Q. When I created the virtual system in DesignStudio, I selected only the "Intranet" for the "Destination of Network".
Can I change it to the "Internet" after I deployed the system?
A. It is possible to change the "Destination of Network" setting after virtual system is deployed.
Please access the "Reconfigure" function from MyPortal, and clicking on the VSYS boundaries will present the network destination controls.


Q. The following error message is displayed in the event log, and I cannot deploy the VMs.
[Warning: Failed to Create a system due to insufficient private IP addresses.]
What should I do?
A. [Failed to create a system due to insufficient private IP addresses.] is displayed when you are trying to deploy the system which exceeds the applied private IP address range.
By adding the private IP address ranges at "Network Configuration" in My Portal, you will be able to deploy the new virtual system.


GuestOS - Functions and performance of Guest OSes

Q. After I deploy the OS which is provided as standard, can I upgrade the OS
Q. In the VM created by the CentOS image which is provided as standard, swap space is not prepared
What will happen if a swap file is created while using the VM
Q. After I deploy the OS which is provided as standard, can I upgrade the OS?
A. You can only use the offered OS versions on the Service Portal.


Q. In the VM created by the CentOS image which is provided as standard, swap space is not prepared.
What will happen if a swap file is created while using the VM?
A. Due to OS's specification, if the shortage of memory occurs without preparing the swap space, the execution of an application will be failed.
In order to respond this problem, users need to create/add the swap files in CentOS, or deploy the higher performance VM type to increase the memory size of the VM.


Operations - Operations such as start/stop, backup/restore

Q. When I click the "Time Series Display" in My Portal, the following message is displayed
"500 Internal Server Error"
Q. There are 2 procedures to shutdown the VM: "Stop from the Service Portal" and "Execute the shutdown command on the OS"
Which procedure do you recommend and why
Q. When I click the "Time Series Display" in My Portal, the following message is displayed. Why?
    --------------------------------------------------------
      500 Internal Server Error
      We are sorry.
      The system encountered an internal error and was unable to complete your request.
      Please wait a while and try again.
      Or please contact the Service Desk.
    --------------------------------------------------------
A. The "Time Series Display" is still a beta function, and will be available soon.


Q. There are 2 procedures to shutdown the VM: "Stop from the Service Portal" and "Execute the shutdown command on the OS".
Which procedure do you recommend and why?
A. You can use both procedures to stop the VM properly, but Fujitsu recommends "Stop from the Service Portal" which interacts the OS status to the displayed status on the screen.
The details of both procedures are here:
    -Stop from the Service Portal
      -> The displayed status changes to [Suspending] in a second. After a while, it changes to [Suspended].

    Click "OFF" button on the SystemManager.
    By clicking this button, the system can catch the information that the shutdown starts.
    When the OS shutdown completes, it is able to update the displayed status to [Suspended] immediately.

    -Execute the shutdown command on the OS.
      -> The displayed status does not change to [Suspending].
    After a while (the displayed status is still [Operating]), it changes to [Suspended].

    In this case, the system cannot catch the information that the shutdown starts.
    When the regular monitoring detects that the OS is shut down, the displayed status changes to [Suspended].
    Therefore there is a delay to display the correct status of the OS.


Unable to start/stop - VMs fail to start/stop VMs

Q. When I clicked "OFF" button to stop the VM, the [Stop error] occurred
Q. When I clicked "OFF" button to stop the VM, the [Stop error] occurred.
A. There are 3 situations which cause the [Stop error] of the VM.

    1) If the OS hangs during the shutdown sequence.
    2) If it takes more than 5 minutes to shutdown the OS.
    3) If execute the shutdown command on the OS, then click "OFF" button on the My Portal while OS is shutting down.

    In any of these cases, it is possible to stop the VM by clicking "Force-quit" button.

[Attention]
Clicking "Force-quit" button implements the "power discontinuity" type process.
Therefore, since some processes are still running internally, there is a possibility that the "force-quit" process may destroy the filesystem of the VM. Please be cautious.


Software - Download/installation of a software

Q. If I select the VM which type is [Windows OS + SQL Server], how can I install the SQL Server
Q. When I try to install the ListCreator in CentOS (64bit), the error [Error: Lack of dependency] occurs and the installation is failed
Q. How can I install software in a Virtual Machine from external physical media (ex. CD-ROM)?
Q. If I select the VM which type is [Windows OS + SQL Server], how can I install the SQL Server?
A. The installation method of SQL Server varies with the OS of the VM. Complete guide is downloadable from the library.
    [How to install SQL Server]
    -Windows2003:
      Please double-click the shortcut icon of [Please install SQL Server 2008 at first] on the desktop.

    -Windows2008:
      Please double-click the [SQLServer2008install.bat] file stored immediately under the C drive.

    * The initial account and password of the Administrator are specified in the configuration file for the installation (C:\MyConfigurationFile.ini).
    If you change the password of the Administrator account, please update the password setting in the configuration file.


Q. When I try to install the ListCreator in CentOS (64bit), the error [Error: Lack of dependency] occurs and the installation is failed.
- Interstage List Creator Enterprise Edition (Media Pack) V9.0.0
- Red Hat Enterprise Linux 5 (for Intel Itanium)
A. The support desk is the inquiry window about the infrastructure (including network).
For any troubles regarding the software which is higher level than OS, please contact the support service of the manufacture.

Q. How can I install software in a Virtual Machine from external physical media (ex. CD-ROM)?
A. Users will not be able to mount the media physically. To install software from an external media, users will need to transfer the contents or the image via SSL-VPN connection to the Virtual Machine.
Alternatively, it may also be possible to connect your desktop local drives through remote sessions.
Example for installing software from a CD-ROM media.
- CentOS:
 1. Create an ISO image of the CD-ROM.
 2. Connect to the VM via SSL-VPN to transfer the ISO file; e.g. using sftp or scp.
 3. Login to the VM; e.g. using ssh.
 4. Mount the ISO image in the VM as a virtual drive.
    # sudo mount-o loop <ISO image file> <mount directory>
 5. Change directory to where the image is mounted and run the installation software.
 6. Unmount the ISO image.
    # sudo umount <mount directory>
- Windows:
 1. Create an ISO image of the CD-ROM.
 2. Connect and login to the VM, via SSL-VPN, using Remote Desktop Connection (check the option for disk drives in the ‘Local Resources’ options tab).
 3. Access the Remote Desktop mapped drive to copy the ISO image file onto the VM.
 4. Mount the ISO image with a virtual CD-ROM software (e.g.Virtual CD-ROM).
 6. Browse the mounted ISO image drive to run the installation software.

FUJITSU Cloud Service S5 Shared servers - Shared server (WSUS,yum,DNS,NTP)

Q. Do I need any particular application or any special setting to use the shared DNS server which is provided by FUJITSU Cloud Service S5
Q. When I tried to connect to NTP server (ntp.globalcloud.sg.fujitsu.com) to synchronize the time, the following error occurs and the synchronization is failed. Why
[An error occurred while synchronizing with ntp.globalcloud.sg.fujitsu.com. The peer is unreachable]
Q. Do I need any particular application or any special setting to use the shared DNS server which is provided by FUJITSU Cloud Service S5?
A. In order to use the shared DNS server provided by FUJITSU Cloud Service S5, please specify the firewall setting as well as the DNS setting of the VM.
The IP address of the DNS server is as follows.
DNS : 202.68.214.110

You do not need to do any other special settings nor applications.


Q. When I tried to connect to NTP server (ntp.globalcloud.sg.fujitsu.com) to synchronize the time, the following error occurs and the synchronization is failed. Why?
[An error occurred while synchronizing with ntp.globalcloud.sg.fujitsu.com. The peer is unreachable]

A. In order to use the NTP server, users need to specify the following IP address to the VM as well as the firewall.
YUM/ NTP : yum.globalcloud.sg.fujitsu.com, ntp.globalcloud.sg.fujitsu.com (202.68.214.110)

Please refer to the section [Time synchronization (NTP)] in the [Functional Specification] for more detail.

SLB (Server Load Balancer) - Functions and performance of SLB

Q. In the "Consistency preservation" setting in SLB, users can select the method of consistency (Connection based, IP address based, and so on)
If the consistency preservation is not necessary, can we NOT select the method of consistency
Q. Can we specify the error page with images for SLB
Q. In the "Consistency preservation" setting in SLB, users can select the method of consistency (Connection based, IP address based, and so on).
If the consistency preservation is not necessary, can we NOT select the method of consistency?
A. Users need to specify the consistency preservation setting in SLB.
If the consistency preservation is not necessary, users can get the similar performance by either selecting the "Connection based" for the method of consistency or specifying the very small number (ex. 1 second) for the "Time for Preservation".

* Connection based:
TCP Communication (connection type) is forwarded to the same VM while a connection is established.


Q. Can we specify the error page with images for SLB?
A. We are sorry that it is impossible to register the external files, such as images and style sheets, for the error page. (Only HTML file is allowed for registration.)

* Please refer to the "Error page setting" in the table in [FUJITSU Cloud Service S5 Functional Specification] for more details.


Communication and access - connecting to VMs (Ping/RDP/SSH)

Q. Because I enabled the Windows Firewall setting of the VM, I cannot establish the Remote Desktop Connection with the VM
Can you implement the recovery work from the management side to the VM directly
Q. Even if the status of the VM is [Operating], I cannot establish a SSH connection with the VM. Why
Q. How do I logon to a Virtual Machine?
Q. Unable to establish the Remote Desktop Connection to a Windows 2008 R2 VM after applying Windows Update Service Pack 1.
Q. Because I enabled the Windows Firewall setting of the VM, I cannot establish the Remote Desktop Connection with the VM.
Can you implement the recovery work from the management side to the VM directly?
A. If users cannot log-in to the VM due to the mis-configuration, it is impossible to implement the recovery work from the service provider.

As mentioned in the Notification page on the Service Portal, Fujitsu recommends getting a backup before configuring the network settings of the VM.
And if users lose the connection, please restore from the backup.
Please note that if users do not get a backup in advance, they need to re-deploy a new VM.

[About Consideration/Restriction/Prohibition]
http://globalcloud.sg.fujitsu.com/portal/ctrl/aboutSopNote ([Notification] - [Network])
If you stop service or incorrectly configure Windows firewall/IP tables setting of VMs, you might lose connection to the VMs.
Before making these operations, please get a backup. And if you lose the connection, please restore from the backup.


Q. Even if the status of the VM is [Operating], I cannot establish a SSH connection with the VM. Why?
A. Because the OS does not boot properly, users cannot log-in to the VM with SSH.
Assumed cause of the OS not booting properly is that users may disconnect the additional disk even if the setting of system file check to the additional disk remains.
As a result, at the next OS boot, the OS cannot find the target additional disk to check the system file.
Please try the following recovery work:
    [Recovery Procedure]
      [Prerequisite]
      Suppose "Disk A" is the disk which was connected to the VM before this incident occurs.
      Suppose "Disk B" is the disk which is connected to the VM when this incident occurs.
      Suppose "Disk C" is the new disk which will be connected to the VM.

    [Recovery work in case "Disk A" is still connected to the VM]
      1.Stop the VM from the System Manager.
      2.Disconnect the "Disk B" from the VM.
      3.Connect the "Disk C" to the VM.
      4.Boot the VM.
      5.Log-in to the VM.
      6.In the [/etc/fstab], comment out the lines of the additional disk.

Q. How do I logon to a Virtual Machine?
A. To logon to Virtual Machines:
1. Access "My Portal" after login.
2. Activate the "System Manager" function from the menu.
3. Select the virtual system that contains the VM you want to remotely login to and then click the "Details" button.
4. Identify the network segment the VM is deployed in. Click the "VPN Connection" button.
5. Select the segment to connect in the dialog window and click the "Connect" button.
6. SSL-VPN service login screen will be presented. Enter your Service Portal ID and Password.
7. After the SSL-VPN connection is established, you may initiate Remote Desktop or SSH session to the target VM.
*The IP Address information of the VM can be located in "System Manager" using the "Server List" view.
Q. Unable to establish the Remote Desktop Connection to a Windows 2008 R2 VM after applying Windows Update Service Pack 1.
A. The service pack 1 update may prevent access to the server via RDP.
A work around is available here.

Client certificates - Downloading a client certificate and log-in to the Service Portal

Q. When issuing the client certificate, I cannot specify the [Location of SSH Key File] because [x] button instead of "Browse" button is displayed at location space.
What should I do to go to next step
Q. When logging into the Service Portal, [403 Forbidden Certificate is expired] is displayed and I cannot log-in to the Service Portal. Why
Q. When issuing the client certificate, I cannot specify the [Location of SSH Key File] because [x] button instead of "Browse" button is displayed at location space.
What should I do to go to next step?
A. In order to specify the [Location of SSH Key File], Java Runtime Environment (JRE) 6.0 or higher is required.
Please install the Java version that meets the system requirements.

Q. When logging into the Service Portal, [403 Forbidden Certificate is expired] is displayed and I cannot log-in to the Service Portal. Why?
A. The specification was changed from the security point of view that users can log-in to the Service Portal from the client PC which has the latest client certificate only.
In order to log-in from the client PC, please follow the procedure below and reissue the certificate.

    [How to obtain the certificate]
      (1) Click the link "When the Certificate has Revoked" on the Top page.
      (2) Log-in with the issued temporary password. (Notify by e-mail).
      (3) Obtain the certificate.


API - The API

Q. When I tried to execute the backup of 3 VMs at the same time by using the API, only one of them is succeeded, and other 2 VMs' backup were failed. Why
Q. When I tried to execute the backup of 3 VMs at the same time by using the API, only one of them is succeeded, and other 2 VMs' backup were failed. Why?
A. If the backup (BackupVDisk) is executed at the same time, the error occurs because another backup request arrives before numbering of backup ID is committed.
There is a workaround about this issue that not execute the multiple backups at the same time but space about one minute between backup executions (BackupVDisk) (Since the response of BackupVDisk will arrive within one minute).


Fail-over/Migration - Cause of a Fail-over/Migration, and the mechanism

Q. How long (in minutes) does it take to complete the fail-over
Q. Sometimes, the announced fail-over time is later than the detected clock time in the user's monitoring log. Why
Q. How long (in minutes) does it take to complete the fail-over?
A. It depends on the load condition of the service, but the fail-over usually completes within 5 minutes.
Please note that this "fail-over" means the time to reboot the VM at different physical server, so boot processe time (OS and middleware) depends on the customer's setup in the OS environment.


Q. Sometimes, the announced fail-over time is later than the detected clock time in the user's monitoring log. Why?
A. The fail-over is triggered by the following 2 types of failure: hardware failure and software failure.
In case of the hardware failure, the fail-over is implemented automatically.
However, in case of the software failure, the operation manager detects the message then executes the recovery work which is equivalent to the fail-over process.
Therefore, there is a minor time lag for the fail-over caused by the software failure.


SLA and Billing

Q. OS license charges are monthly fixed fees. If I deploy and return VMs several times within the same month, how the service charge is calculated
(Ex. Deploy 3 VMs -> Return 2 VMs -> Deploy 3 VMs)
Q. We want to check the usage fee of the templates
Q. What are the key SLA metrics that customers can expect from the FUJITSU Cloud Service S5
Q. How is billing handled for infrastructure consumption in the FUJITSU Cloud Service S5
Q. OS license charges are monthly fixed fees. If I deploy and return VMs several times within the same month, how the service charge is calculated?
Return 2 VMs -> Deploy 3 VMs)
A. Since we consider that newly deployed VM and returned VM are different VMs, so another license fee is charged.
In the above case, first deployed 3 VMs' license fee and another 3 VMs' license fee are charged.
So, we will charge you for the total of 6 VMs' license fee.

* This billing method is used not only in Fujitsu but also in Microsoft etc, so we appreciate your understanding and patience.


Q. We want to check the usage fee of the templates.
A. There are 2 types of usage fee of the templates described below.
-Public Templates (Free) and User Tempates: No charges on use of saved template
-Public Templates (Paid): Deployment fee is required

Please refer to the Design Studio in My Portal for the details.

Q. What are the key SLA metrics that customers can expect from the FUJITSU Cloud Service S5.
A. - Uptime SLA: 99.95% (not including scheduled maintenance)
- VM Automatic Failover: in case of physical server fault, VM will restart on another server (data being processed at
   time of failure is not guaranteed)
- Storage Redundancy: copies of data across 4 physical disks, providing high level of resiliency
- Internet Connection: Fully redundant: switchover time for equipment failure within one minute

Q. How is billing handled for infrastructure consumption in the FUJITSU Cloud Service S5?
A. - Operating time is rounded up to the next Hour (ex. Operating time : 1H 45M -> 2H)
- Network traffic is rounded down to the previous GB. (ex. Network traffic : 31.5GB -> 31GB)
- Charge from the start point in usage of the resource/function.
- Charging type is based on service
    - Type I: Rate based (1 hr units); applies to VMs, Global IP Address service, Load Balancer service
    - Type II: Rate based (monthly, independent of VM or CPUs): applies to VM OS (ex: Microsoft Windows)
    - Type III: Rate based (monthly and number of CPUs); applies to VM Middleware (ex: SQL Server)
    - Type IV: Rate based (Time and Capacity); applies to system disk, additional disk, template storage, backups, etc..
    - Type V: Usage Amount ; applies to internet Connection service (ex: usage of SSL-VPN)
    - Type VI: Usage Counts; charging performed by each single use of the service (ex: System template service for first time creation)
- Note: See Service Catalogue and Service Charges for detailed pricing information


Service Portal - Accessing the Service Portal or MyPortal

Q. Even if I click the menu icon on the Portal menu, no transition of screen is happened.
(The My Portal window is not displayed. No error message is displayed either.)
Q. Even if I click the menu icon on the Portal menu, no transition of screen is happened.
(The My Portal window is not displayed. No error message is displayed either.)
A. There is possibility that any incidents may occur in the client side.
Please try the following 2 actions and check that this problem is fixed or not.
- Close all web browsers, and then reopen the My Portal and click the menu icon on the Portal menu.
- Reboot the client PC.


User Management - User management or how to add/configure administrators

Q. Please teach me how to update the information of Resource Controller
Q. Please teach me how to update the information of Resource Controller.
A. When selecting "Change User Information" under "User Management" in the Portal menu, it is able to update the information (Name, e-mail address etc.) of Resource Controller ID.
(User needs to log-in with the Resource Controller ID)

However, it is not possible to change the User ID.
If you need to change the User ID, please delete and then register a new Resource Controller ID.


OS license activation - Windows Server license

Q. Windows would sometimes pop up messages which prompt for License Activation.
Do I need to activate the license
Q. Windows would sometimes pop up messages which prompt for License Activation.
Do I need to activate the license?
A. Windows License should always be activated when the OS is provisioned.
However, during the trial, you may use the environment within the grace period without activation.
Click the "Cancel" button when the pop-up message about the License Activation is displayed during OS login.
This pop-up will no longer display upon successful license activation.
Please refer to our user guides on activating Windows License


Performance - CPU/Network performance

Q. Does the trial provide similar CPU performance compared to the commercial live environment?
Q. There are 4 types of VM type.
1. Economy / 2. Standard / 3. Advanced / 4. High performance
Q. Does the trial provide similar CPU performance compared to the commercial live environment?
A. If the VM type remains unchanged, the CPU performances remain the same between trial and commercial environment.

Q. There are 4 types of VM type.
1. Economy / 2. Standard / 3. Advanced / 4. High performance
In the Service Catalogue, it explains that the High performance type is equivalent to [CPU approx. 8.0GHz/MEM 15GB].
However, on the System Manager, it displays that the CPU of that type is [CPU IA 4.0GHz]. Which is correct?
A. This was a bug on the window display in System Manager.
Due to the bug, [4.0 GHz] is displayed instead of [4.0 GHz x 2].
In reality, the performance of [4.0 GHz x 2] is assigned to the high performance.
This bug is already fixed.


Unable to reconfigure - Fail to reconfigure

Q. When attaching 2 additional disks, the system status does not change from "Reconfiguring"
Q. When attaching 2 additional disks, the system status does not change from "Reconfiguring"
A. There is a constrain in the process logic of adding new VMs and attaching additional disks at the same time.
The process of attaching additional disks fails, when deploying new VM and attaching multiple existing additional disks to the deployed VM at the same time.
This incident does not occur if the configuration change is performed over separate smaller changes.


The Security & Reliability attributes

Q. What are the Security & Reliability attributes
Q. Is my data backed up? How? Where?
Q. What AntiVirus solutions are utilized by the FUJITSU Cloud Service S5
Q. What type of Backup and Restore services are available
Q. What other forms of security / reliability / data integrity are provided
Q. What are the Security & Reliability attributes?
A. In Asia, our Enterprise-Class architecture is built within our Tier III rated datacenter in Singapore, which has built in security
and creates a trusted environment which assures you of secure and highly reliable services, over internet or private connections.
Our Customers can easily configure and provision resources using a tiered VLAN design approach, with built-in firewall for each virtual system
System security features include 2FA and PKI technology for user authentication, access control settings of each ID from the portal,
secure VPN login for administrators. Data security includes in-country datacenter, redundant disks and enclosure mirrors, built in back-up functions, and disk encryption.
Automatic failover functions ensure continued use of your system should hardware failure occur.

Q. Is my data backed up? How? Where?
A. - 4 copies of all cloud data are maintained across multiple physical disks. Even if 3 simultaneous physical disk group failures occur to the same set, data is not lost.
- Additionally, customers can perform backup services for the System and/or Additional (ex: Data) disks for additional fees.
These backup features provide "full disk image backups" by copying the entire disk to a backup disk area.

Q. What AntiVirus solutions are utilized by the FUJITSU Cloud Service S5?
A. Customer responsibility to provide antivirus for the virtual servers they utilize.
Fujitsu will also be providing images that may be bundled with licensed antivirus software which customer may also choose to use.

Q. What type of Backup and Restore services are available?
A. - Full images are backed up to designated areas (as an optional service for System disks, additional disks)
- Customers can maintain as many full image backups as they wish (via the built-in optional backup function)
- Fujitsu provides resiliency via the striping and redundancy in the disk and storage subsystems.

Q. What other forms of security / reliability / data integrity are provided?
A. - Disk scrubbing/ erasure technique used (on system and data disks) when resources are returned.
- All Backups of System and Data disks are destroyed when servers are deleted.


Compliance


Where is the data

Q. Where is the data located?
Q. Where is the data located?
A. The Global + Local Difference: FUJITSU Cloud Service S5 is unique in how it provides the benefits of both global and local (country-based)
cloud. The Asia node of our cloud in Singapore is one of several nodes of globally deployed identical architecture.
Workloads can be moved to other locations with relative ease. This makes this solution ideal for international organizations, or organizations
and ISVs looking to "globalize". But Fujitsu can also ensure data sovereignty (retaining data within national borders) in cases where there is
a requirement.


Customer Control

Q. Can a customer apply their own OS Licensing (ex: windows) to a VM
Q. Can the customer install a full VM from their own master/ golden image (ISO)
Q. Can we migrate customer apps that are already virtualized as VMs? .XM or .OVF
Q. What are the best practices for customers uploading apps/data to their servers
Q. Can a customer apply their own OS Licensing (ex: windows) to a VM?
A. No, they must utilize the images with OS included. Please check with the respective software vendors on other software licensing on cloud.

Q. Can the customer install a full VM from their own master/ golden image (ISO)?
A. Customer will not be able to install a VM using their own image.
They would need to provision VM and apply necessary configuration, then save it as an image via our Service Portal.

Q. Can we migrate customer apps that are already virtualized as VMs? .XM or .OVF?
A. This option is currently not supported by FUJITSU Cloud Service S5.

Q. What are the best practices for customers uploading apps/data to their servers?
A. Fujitsu recommends performing the data transfer over remote VPN connection (provided in Service Portal).
The data may then be copied over common protocols such as network shares, RDP, SFTP, etc.
Although it is possible to transfer directly over internet by allowing services on the firewall, the data may not be protected against public attacks.


Connectivity / Networking

Q. How does the Internet Connection Service work?
Q. Will the IP address change when a Virtual Machine is restarted?
Q. How does the Internet Connection Service and Public IP address work?
A. The Internet Connection is a shared service which allows customers to connect virtual systems to the internet. Through the virtual firewall, customers may configure specific services to be access via the internet.
Public IP addresses are allocated to customers based on configuration, from an existing pool that Fujitsu pre-registered. Customers cannot use their own specific public IP address range.

Q. Will the IP address change when a Virtual Machine is restarted?
A. The Virtual Machine IP address / MAC address will not be changed after it is deployed.
Customer should not change the private IP / MAC address by hand in the VM OS as this may cause the VM to be orphaned and inaccessible.


Supportability

Q. What forms of Service Desk and Support are available for customer infrastructure
Q. What forms of Service Desk and Support are available for customer infrastructure?
A. - Service Desk provides a single point of contact for customers to raise and track calls, providing for enquiry, incident and problem functions for FUJITSU Cloud Service S5
- 1st line support function monitors the FUJITSU Cloud Service S5 island infrastructure, performing routine "house keeping" tasks as well as acting on events and alerts
   captured on the FUJITSU Cloud Service S5 management tools.
- 2nd line support provides an incident, problem and general systems administration function.
- 3rd line requires detailed technical knowledge of the software and hardware components in the FUJITSU Cloud Service S5 island infrastructure and will provide
   workarounds and/or fixes
- 4th line (product development) support addresses complex incident and problems that require investigation of FUJITSU Cloud Service S5 island software code and provision
   of code changes - fixes and new releases following the change and release management processes.
Such comprehensive level of support is not usually provided by many cloud service providers