Account Management FAQ

  • Last updated on: 2019-05-16
  • Authored by: Stephanie Fillmon

Billing

How am I billed for Rackspace services?

Many of our services follow a utility pricing model and are billed for hourly usage each month on the anniversary date of the account creation. Charges on invoices are based on service usage since the last invoice date. Details about our product pricing are located on our Cloud Pricing Page.

When am I billed for Rackspace services?

When you sign up for products under the Managed Infrastructure or Managed Operations SysOps service level, your credit card is charged a US $1.00 authorization charge to confirm that it is an active card. The amount of the authorization charge is refunded to your card within 24 to 72 hours.

Thirty days after you sign up, your first invoice is processed. Your charges consist of service usage accrued within the first 30 days.

After the first billing cycle, you are billed every month on the same date that you first signed up for service.

What forms of payment does Rackspace accept?

Payments are charged automatically to a credit card. Rackspace accepts Visa®, Mastercard®, and American Express®.

How can I estimate my monthly bill?

You can use our Cloud Pricing Page and Cloud Pricing Calculator to estimate pricing.

Can I pay in advance?

If you meet the minimum requirements for our Commitment Pricing Program, you can prepay based on a commitment pricing contract for your account. Any usage beyond the minimum commitment amount is invoiced at the utility rate on the monthly date of your account’s anniversary. For example, if your account was created on the 25th of the month, you will be billed monthly on the 25th. You can find more information about the Commitment Pricing Program on the Cloud Servers Discount page.

What is the duration of my contract for cloud services?

Cloud services are provided on a month-to-month basis. For more information, see the Rackspace Cloud Terms of Service.

How do I view my invoice?

Follow these steps to view your invoice:

  1. Log in to the Cloud Control Panel.
  2. In the upper-right corner of the page, click Billing.

    You are redirected to the Billing Overview dashboard, which displays information about billing, payments, and usage.

Invoices are available as a summarized PDF, a more detailed comma-separated-values (CSV) file, and a detailed HTML view. We also provide pivot tables in downloadable spreadsheets to help you organize your billing information.

How do I view current service usage?

If you have existing services and want to view your current usage, you can perform the following steps:

  1. Log in to the Cloud Control Panel.
  2. In the upper-right corner of the page, click Billing.

    You are redirected to the Billing Overview dashboard, which displays information about billing, payments, and usage.

How do I update my credit card information?

Follow these steps to update your credit card information:

  1. Log in to the Cloud Control Panel.
  2. In the upper-right corner of the page, click Billing.
  3. In the top navigation bar, click Payment Methods > Manage Payment Methods.
  4. Add a new card or designate a new default payment method, as needed.

How do I change my billing address?

Follow these steps to change your billing address:

  1. Log in to the Cloud Control Panel.
  2. In the upper-right corner of the page, click Billing.
  3. Click the Billing Settings tab.
  4. Click the pencil icon next to Billing Address to edit the address.

What are the separate charges and minimums that are applied to Cloud Servers pricing?

The listed prices for Cloud Servers include both raw infrastructure and managed service charges. The price is split to show what you are paying for when you partner with us.

  • The raw infrastructure price can be contrasted with what other hosting companies charge for a cloud server. It covers the infrastructure of the hosted server.
  • The managed service price applies to the support that we offer on top of our infrastructure. This Service Level Rate varies based on the service level that you choose for your cloud account.

The Service Level Rate minimums are based on the service level that you choose for your cloud account. The minimums represent the minimum monthly charge for the service. If the cost of the resources that you use in a month exceeds the minimum, the Service Level Rate minimum does not apply. If your costs for a month are less than the minimum, the difference between your usage costs and the Service Level Rate minimum are added to your bill.

Why am I being billed for a service when I’m not using it?

Billing begins the moment that you provision a service or server on your account. You are charged for servers, load balancers, and services as long as those resources remain allocated to your account, even if they are not in use or are disabled. This is because we have allocated resources for your exclusive use that cannot be reserved by other customers.

After you delete the server, load balancer, or service from your account, its resources are available for someone else to use, and you are no longer billed for them.

You can delete cloud servers and services by using the Cloud Control Panel. To cancel Rackspace support for Azure, create a ticket for our Billing team.

Am I still charged if my servers are suspended?

According to the Rackspace Cloud Terms of Service, “If the suspension was based on your breach of your obligations under the Agreement, then we may continue to charge you the fees for the Services during the suspension.”

Am I still charged if my server goes down?

The Rackspace Cloud Terms of Service explains when customers are entitled to credits.

How do I delete or cancel my services?

Cloud accounts can be closed by the account owner at any time, but Rackspace cannot perform this action. Instead, the account owner must initiate the closure through the MyCloud portal by using the following steps:

  1. Ensure that all products (such as Cloud Servers, Images, Cloud Files, Cloud Block Storage, and so on) are deleted.
  2. Log in to the Cloud Control Panel and review all services to ensure that all your data is backed up outside of the Rackspace environment.
  3. In the upper-right corner of the page, click Account > Account Settings.
  4. At the bottom of the Account Settings page, click Cancel My Account.
  5. Choose a reason from the provided list.
  6. Check the check box at the bottom of the page.
  7. Type the word CANCEL into the text box.
  8. Click Cancel Account.

Cancellations cannot be initiated over the phone or with a support ticket. The cancellation submission is your authorized approval for Rackspace to delete your account and cancel your services in their entirety. If you do not have a copy of your data outside of our Cloud infrastructure, Rackspace is not liable for data loss.

Note: Your Rackspace cloud account is billed one month in arrears on your anniversary date. Depending on the date on which your cancellation is finalized, you might still receive an additional, final invoice on your next invoice date. Refer to your billing overview for your monthly invoice date.

I don’t agree with my bill. How can I dispute a charge?

You can create a ticket via the Cloud Control Panel with the details of your dispute. One of our account managers will review the ticket. A credit is granted only if there is an error related to our billing system or there is a service error according to your service level agreement (SLA).

Access control

What is the cost to opt in to RBAC?

RBAC is a no-cost feature that is available to selected public cloud services with an API.

Can a customer opt out of RBAC?

Customers can opt out by simply removing the account users.

Is RBAC available internationally?

Yes, RBAC is available to all Rackspace customers.

When I add a user login to an existing contact, can I configure custom role assignments?

Yes, you can. For instructions, see Use Role-Based Access Control (RBAC).

How do I query the capability of a given user?

You can query the roles for a given user by using the List global roles assigned to a user API operation described in the Identity API Guide. Additionally, you can view the roles that a user has through the Cloud Control Panel.

Can I view multiple accounts in the Cloud Control Panel?

You can view only one account at a time in the Cloud Control Panel.

Can Rackspace display usage per billing or per user?

Per-billing and per-user usage are not offered at this time.

Which users can create support tickets?

All users can create support tickets. However, only the account owner is updated on the ticket status.

Can I delegate all functionality as an account owner?

Not at this time, but we are working on developing and delivering that functionality.

Does RBAC provide fine-grained access control for specific servers, directories, or files?

RBAC is limited to granting a user access to a given product. RBAC is not granular enough to restrict access to individual servers, files, or directories.

Does the API offer more features for RBAC than the Cloud Control Panel offers?

Yes, at this time more features are available through the API. For more information about using the API for RBAC, see the Rackspace API Documentation.

Do account users automatically inherit the RackConnect and Managed Cloud features?

Yes.

How does RBAC work with MyRackspace?

With RBAC, account owners can leave permissions as they are in MyRackspace or set up restricted access to specific products for users through the Cloud Control Panel. For more detailed information, see Learn about Role-Based Access Control (RBAC).

You cannot link these permissions at this time. Having a common permission scheme among dedicated, hybrid, and cloud customers will be addressed in the future.

Are servers, containers, files, databases, and load balancers shared, or do users each have their own set of resources?

All resources for an account are shared across users that have the correct roles. In other words, account users do not have their own set of resources but share a pool of resources that other users of the account might have access to.

Where can I view the pop-up window that appeared when I initially enabled RBAC?

Following is the initial pop-up window that appears when you enable RBAC.

For information about additional products that will be RBAC-enabled in the future, see Learn about Role Based Access Control (RBAC).

For information about changing your admin credentials, see Use Role-Based Access Control (RBAC).

For access to the Cloud Control Panel, log in at https://login.rackspace.com/.

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