Frequently Asked Questions (FAQ)

General Questions

• How can I access my individual servers?
  You can access individual servers the same way you access Dedicated Servers using either Remote Desktop Protocol (RDP) for Windows servers or SSH for Linux servers. If you’re unable to access your Cloud Server through these methods, you can also try Console Access.
• Do I have full root/administrator access to each machine I'm running?
  Yes. All Linux machines have "root" access; all Windows machines have "administrator" access.
• Do I need to add new servers manually?
  Yes. Currently, you must add all new servers via the GoGrid web-based management console or by using GoGrid's API. You can only order GoGrid Dedicated Servers using the management console.
• Can I set up a rule to have my GoGrid infrastructure scale with demand?
  Not currently. However, this feature is on our product roadmap. Alternatively, you can create an API script that adds new servers on-demand.
• Am I charged when my GoGrid Cloud Server is in a stopped state?
  The only way to stop being billed for a server is to delete the server; if you do so, however, your server will be deleted forever and you'll be unable to recover any data it contained. Using the GoGrid MyGSI feature is another option that lets you save a "golden image" of your server to launch at a later date. See our Wiki for more information.
• How do I create a Support case?
  Registered GoGrid users can enter a Support case by logging into GoGrid's web-based management console. Click on the Support link at the top of the screen and select the "Add a case" button. Choose your issue from the list of available options and click "Save" when you're finished.
• How can I access my invoices?
  Log in to the management console. You can get complete invoices by clicking on "My Account" and then on the "Billing" tab.
• Why can't I send email from my GoGrid server?
  GoGrid has an access list at the router or email port that prevents outbound SMTP. This configuration is intentional so we can monitor and effectively combat SPAM (unsolicited email). To remove this block, you must submit a Support case requesting SMTP access. GoGrid Support will reply with a questionnaire for you to fill out and return before you're granted access.

Cloud Servers

• Can I use my own server image?
  Yes and no. You'll need to start with one of our base images or a partner image. You can then use MyGSI to create and configure custom server images. From there, you can deploy servers using your custom server images to your GoGrid cloud. We currently don't support importing images from outside sources.
• Can I clone an existing Cloud Server?
  No. Server cloning is not currently available. To set up a server for rapid duplication, it's best to create a MyGSI custom Cloud Server image and save it to your account.
• Can I use the vertical RAM scaling feature for my GoGrid Dedicated Server(s)?
  No. Vertical RAM scaling is only available for Cloud Servers.
• How long does it take to upgrade RAM on my Cloud Server(s)?
  It only takes about a minute to upgrade RAM—about the amount of time it takes to reboot a Cloud Server. Occasionally, upgrading can take up to 30 minutes if there's not enough room on your current GoGrid node. In this rare case, we'll seamlessly migrate your Cloud Server to a new GoGrid node.
• What's the maximum amount of RAM to which I can upgrade my Cloud Server(s)?
  The maximum RAM to which you can upgrade a GoGrid Cloud Server is 24 GB; however, you're also limited to the maximum amount of RAM recognized by the operating system you're using.
• Why is the system not allowing me to downgrade my Cloud Server?
  RAM downgrades are limited to the amount of RAM with which your Cloud Server was originally deployed.
• Can I upgrade CPU cores or hard disk space?
  No. You can only upgrade and downgrade a Cloud Server's RAM allotment.
• Can I upgrade or downgrade RAM using GoGrid's API?
  Yes. This feature is available through both GoGrid's web-based management console and the API.
• Is vertical RAM scaling available in all GoGrid data centers?
  Yes. Vertical RAM scaling is available to Cloud Servers in all GoGrid data centers.

Dedicated Servers

• What operating systems are available for GoGrid Dedicated Servers?
  You can find a list of current operating systems here: http://www.gogrid.com/cloud-hosting/dedicated-servers.php .
• Can I customize the hardware on my GoGrid Dedicated Server?
  No. You can't customize GoGrid Dedicated Servers. Note: For other solutions that can meet your needs, please contact GoGrid Sales at 1-800-946-4743 (US & Canada) or +1-415-869-7444 (International) or contact your Service Team Account Manager.
• Can I use a MyGSI on a GoGrid Dedicated Server?
  No. GoGrid Dedicated Servers don't currently support the MyGSI feature; however, we offer a large selection of operating systems and software packages, and you can always customize the installation once the server is deployed.
• How long does it take to provision a GoGrid Dedicated Server?
  It may take up to 2 business days to provision a GoGrid Dedicated Server.
• Can I access a GoGrid Dedicated Server via the API?
  No. You can't access GoGrid Dedicated Servers through the API; however, this feature is on our product roadmap.
• How is data transfer billed?
  There is no charge for inbound data transfers to your servers. GoGrid Dedicated Servers are on the same public and private VLAN as your Cloud Servers, and outbound data transfer from your Dedicated and Cloud Servers will accrue to your account and be reflected in the transfer section of the billing widget as a single cumulative figure. You have unlimited free data transfer between services on your private VLAN.

Technical Specifications

• Can I edit my Load Balancer settings?
  Yes. You can edit the Dynamic Load Balancer through the management console via the Networking tab or through our RESTful API.
• What types of load balancing and persistence options are available?
  We let you choose one of three load-balancing types: "Weighted Round Robin," "Weighted Least Connect," or "Source Address Hashing." We also provide these persistence options: "Session Cookie," "IP Subnet," or "None."
• How can I see a list of the IP addresses assigned to me?
  You can see all your IP addresses from GoGrid's management console. Look under the Network list in the List view, which displays both public and private IP blocks. Individual server IPs are shown when the folders are expanded, along with the subnet mask and gateway.
• How much storage can I have?
  Cloud Server storage allocations are assigned by server size. See our Cloud Server specifications for more details.
• Can I add more storage?
  Yes. We now offer Cloud Storage, which is an external, infinitely scalable storage solution for your Cloud Servers and cloud-computing infrastructure. Plus, you can add up to 10 GB of Cloud Storage at no additional cost; storage use in excess of 10 GB is based on a tiered pricing model, starting at $0.12 per GB for up to 1 TB.
• What happens if there's a failure of a physical node?
  The GoGrid resource scheduler ensures that your GoGrid servers are spread across as many different physical nodes as possible to minimize the impact of an unlikely hardware failure. GoGrid hardware nodes are enterprise-grade machines with dual-power supplies connected to two different UPS systems and RAID-protected storage volumes. All nodes are proactively monitored by the GoGrid Network Operations Center (NOC).

Pricing

• How do I predict my costs?
  Please visit our Pricing Calculator. You can also log into GoGrid's management console and download your usage report by going to the My Account > Usage tabs.
• What are metered services?
  Metered services are services for which your charges may vary month to month; for example, GB hours will vary, depending on the size of a server and how long it is on your grid. Cloud Storage and outbound transfer may also vary, depending on your usage.
• What are fixed services?
  Fixed services are services for which the price is consistent month to month. For example, additional IP addresses are $1 each per month, and the cost of certain software licenses will also stay the same month to month, regardless of whether you used them for only 1 day or all the time. Prepaid plan rates, Dedicated Server fees, and Firewall fees are also fixed.
• Will I still be charged if I'm not using the server?
  Yes. When you deploy a Cloud Server, you're using RAM whether the server is on or off. Once you've created your Cloud Server, you're paying for the RAM allocated to it for as long as that Cloud Server exists. Prepaid plans are also charged regardless of whether you have servers on your grid.

Initial Promo Credit

• I have set up an account and want to test the service. How can I check if I'm using my initial promo credit?
  If you have an initial promo credit code, you must provide it upon registration. If you've forgotten to do so, please contact GoGrid Customer Service or log a Billing/Account case. The promo credit will show up as a "One-time discount" on your first invoice(s).
• I have a promo credit code. Where can I submit it?
  You must provide the initial promo credit code upon registration. If you've forgotten to do so, please contact GoGrid Customer Service or log a Billing/Account case.
• I inserted my promo code when I registered, so why can't I see the credit anywhere on the management console?
  Your initial credit will show up as a "One-time discount" on your first invoice(s). Before your first invoice is ready, you're welcome to contact GoGrid Customer Service or log a Billing/Account case to confirm the credit has been applied.
• Does the initial promo credit expire?
  Yes. The credit expires in 1 year if not used.

How Billing Works

• How does GoGrid billing work?
  Metered services and overages are always charged in arrears for the previous billing cycle. Prepaid plan fees and fixed services—licensing fees, dedicated servers, firewalls—are always charged in advance.
• How often do you bill customers? When can I expect to be billed?
  We bill customers once per month on their bill date. The bill date is different for each account. You can look up yours in the My Account > Usage tabs in the management console.
  Exceptions:

  • If you order any additional fixed services—Dedicated Servers, Firewalls—after the beginning of your billing cycle, you'll be charged for them right away. Your first bill will be prorated.
  • If you upgrade your RAM/transfer plan after the beginning of your billing cycle, the upgrade will take effect retroactively as of the beginning of the billing cycle. You'll be charged the difference in the plan rates upon upgrading.
• When is my bill date? Can I change it?
  You can look up your bill date in the My Account > Usage tabs in the management console. Because of the way our system is set up, we can't change your bill date.
• Why was my credit card charged automatically?
  Currently, we only accept credit card payments. That's why you're required to have a valid credit card registered, which we'll charge automatically on each bill date on which you have a balance due. For our customers' convenience, however, we may accept other payment options—wire transfers, checks, or PayPal payments—but the estimated charge (based on usage) must be paid before an invoice is due; the payment will then be credited to the specific account. Please contact our Accounting department at +1-415-869-7448 between 8:00 am and 5:00 pm (Pacific) to discuss specific options.
• What payment options do I have?
  At this time, credit card payments are the default option for all accounts. For our customers' convenience, however, we may accept alternative payment options—wire transfers, checks, or PayPal payments—but the estimated charge (based on usage) must be paid before an invoice is due; the payment will then be credited to the specific account. Please contact our Accounting department at +1-415-869-7448 between 8:00 am and 5:00 pm (Pacific) to discuss specific options.
• I got a message that my recurring charge failed. What's the reason?
  There are different reasons why a recurring payment may fail such as insufficient funds in the bank account, transaction limits, or a transaction declined by the credit card issuer. In all these cases, you'll need to follow up with your financial institution. Please note that for security reasons, our system is set up to cross-check the billing address submitted with the one associated with the credit card used—they need to be identical for your payments to go through.
• I'm getting an AVS verification failure notice. What should I do?
  For security reasons, our system is set up to cross-check the billing address submitted with the one associated with the credit card used—they need to be identical for your payments to go through. If you receive an AVS verification failure notice, please resubmit your payment information in the My Account > Billing > Update Payment Info tabs of the management console. For questions and assistance, please contact our Accounting department at +1-415-869-7448 between 8:00 am and 5:00 pm (Pacific).

Managing Your Account

• Where can I locate my account number?
  You can find your account number in the management console, on the top right when you log in (in brackets next to your name). You can also look it up when you go to the My Account > Usage tabs.
• What are the different types of users and what is their level of access?
  There are four types of users, depending on their level of access:

  1. A Super User has access to all actions on the account.
  2. A Read Only User can only view the console, but not the billing section.
  3. A Billing User can view and update contact and billing information and has access to usage reports, invoices, and payment receipts.
  4. A System User can deploy and manage the infrastructure.
• How can I update the authorized Users list on the account? Can I limit a user's access?
  A Super User can add, delete, and change the access level of any other user on the account. If you have Super User access, log into the management console, and then go to the My Account > User Management tabs to update the User list.
• When I try to add a user, I get a message that the user already exists. Why do I get this message and how do I resolve it?
  Due to our system setup (where your email is your login ID), you can register only one email within one GoGrid account. If you get a message that the user already exists when trying to add a user, then the email address you're trying to submit is registered for a different GoGrid account. If you continue to have trouble, please contact GoGrid Customer Service for assistance.
• How can I delete a user from an account?
  A Super User can delete any other user on the Users list. If you have Super User access, log into the management console, go to the My Account tab > User Management tabs, press the Delete icon next to the user you wish to remove, and then confirm your selection.
• Can I delete myself from the account?
  No. Users can't delete themselves from an account.
• Can I change my login email address?
  Only Super Users can update the User list on an account. If you have Super User access, you'll be able to change your login email address by following these steps:

  1. Log onto the management console.
  2. In the My Account > User Management tabs, click on the "Add a User" button, then provide your details and the new email address you'd like to use.
  3. Log off and log in again using the newly added email address.
  4. In the My Account > User Management tabs, delete your old email.
• Can I be a user on multiple accounts?
  Yes, you can be in the authorized Users list of multiple accounts. However, due to our system setup (where your email is your login ID), you'll need to use different emails for each GoGrid account.
• How can I update my contact information?
  To update your contact information, log into the management console, then go to the My Account > Billing > Update Contact Info tabs.
• How can I update my billing address?
  Your billing address is associated with the credit card you use. To update it, log into the management console, go to the My Account > Billing > Update Payment Info tabs, and resubmit your payment details with the updated billing address.
• How can I update my payment information?
  To update your payment information, log into the management console, then go to the My Account > Billing > Update Payment Info tabs. You can update an existing payment method, enter a new one, or select a default payment method there.
• My credit card expired. Can I call and provide my new details over the phone?
  For security reasons, we can't accept your updated credit card information over the phone. To update your information, please log into the management console, go to the My Account > Billing > Update Payment Info tabs, and follow the instructions.
• Why am I getting an error when trying to submit my new payment information?
  For security reasons, our system is set up to cross-match the billing address you submit with the one associated with the credit card used. Even a minor mismatch may cause the payment to be rejected. Please make sure you submit the full and correct billing address when you input your updated credit card details.
• How can I find out which of my credit cards is on file?
  Log into the management console, then go to the My Account > Billing > Update Payment Info tabs. The default payment method will be the one we charge.
• If my default payment method is rejected, will you charge the other payment methods on the account?
  No. We will only charge the credit card selected as your default. If a payment is rejected, you'll be asked to update your credit card information on mygogrid.com.

Invoices & Payment Receipts

• Where do I find my invoices and payment receipts?
  All your invoices and payment receipts are available for you to view and download in the management console. Log into the management console, and then go to the My Account > Billing > View Payments/Invoices tabs. When you open an item, you'll see a "Print" button; press it and follow the instructions.
• Do you send monthly invoices via mail or email?
  No. We don't send invoices via mail or email. Each month on your bill date, your invoice is available for you to view or download in the My Account > Billing > View Payments/Invoices tabs in the management console.
• How do I know when an invoice is ready?
  Your invoice is posted up to 24 hours after midnight on your bill date.
• When is an invoice due?
  Invoices are automatically charged to the credit card on file for your account.
• What happens if I can't pay immediately?
  Please contact our Accounting department at +1-415-869-7448 between 8:00 am and 5:00 pm (Pacific) if you can't cover the charges on your bill date.
• Where on the invoice does it say what period of service the charges cover?
  Each line item on an invoice contains the billing period of the respective charge. Metered services and overages are charged in arrears for the previous billing cycle, and prepaid plan fees and fixed services—licensing fees, Dedicated Servers, Firewalls—are charged in advance.
• What if I have questions about my invoices?
  If you have questions, we recommend you submit a Billing/Account case. Please log into the management console, go to the Support tab, and then to Add a Case.
• I've logged a billing case. When can I expect a reply?
  You can expect an initial response by the end of the following business day (Pacific). Depending on the nature of the issue, it might require up to one billing cycle to be fully resolved.

Upgrades

• How do I upgrade my memory/transfer plan?
  You can request an upgrade in the management console. Log into the management console, and then go to the My Account > Billing tabs. You can view your current memory and transfer plans and opt to change them there.
• Will I get an email confirming my upgrade?
  No. You won't receive confirmation of your upgrade via email. You can always look up your current plan in the My Account > Billing > View Account Plan tabs in the management console.
• When will my upgrade take effect?
  For plan upgrades, the change is effective retroactively as of the beginning of the current billing cycle. When you ask to upgrade, we'll charge you the difference in the plan rates; all your usage will be calculated per the upgraded plan terms.
• How can I upgrade as of my next billing cycle?
  Upgrades are always retroactive as of your previous bill date. To upgrade effective your next billing cycle, please wait after your next bill date to submit your upgrade request.
• When will I be charged if I request an upgrade mid-cycle?
  For plan upgrades, the change is effective retroactively as of the beginning of your current billing cycle. If you request to upgrade mid-cycle, we'll charge you the difference in the plan rates immediately.
• Can I upgrade for one billing cycle only?
  Due to our system setup, there's no way to upgrade for only one billing cycle (1 month). The minimum period for which you can upgrade is 2 months.

Downgrades

• How do I downgrade my memory/transfer plan?
  You can request a downgrade in the management console. Log into the management console, and then go to the My Account > Billing tabs. You can view your current memory and transfer plans and opt to change them there.
• Will I get an email confirming my downgrade?
  No. You won't receive confirmation of your downgrade via email. You can always look up your current plan in the My Account > Billing > View Account Plan tabs in the management console.
• When will my downgrade take effect?
  Your downgrade will take effect on your next bill date.
• Can I downgrade retroactively?
  No. Downgrades always take effect as of the start of the next billing cycle.
• Can I downgrade for one billing cycle only?
  Yes. To do so, you need to request to downgrade prior to the start of the billing cycle for which you want to have the lower plan. If you want to return to the higher plan one billing cycle later, you can opt to upgrade after the start of that billing cycle.
• Can I receive a partial refund if I downgrade mid-cycle?
  For all downgrades, the change is effective as of the beginning of your next billing cycle. We don't prorate or process partial refunds if you downgrade halfway through your billing cycle.

Cancellations

• How do I cancel my account?
  For security reasons, a cancel request is only valid if you submit it in the management console. To cancel your account, log into the management console, go to the My Account > Billing > Cancel Account tabs, and fill in the form.
• How do I request to cancel some services?
  For security reasons, a cancel request is only valid if you submit it in the management console. To cancel some services, log into the management console, go to the My Account > Billing > Cancel Account tabs, and provide the required details.
• When will my cancellation take effect?
  When a cancellation takes effect depends on the services you'd like to cancel and whether you're subscribed to a plan or under a commitment. For example, if a pay-as-you-go customer under no commitment requests to cancel, it will be effective as of the next billing cycle. We require a full billing cycle pre-notice for cancelling prepaid plans and fixed services. Cancelling these takes effect at the end of your next billing cycle. For customers under a commitment, cancellations take effect when the commitment expires.
• What is your cancellation policy?
  We require a full billing cycle pre-notice for cancelling prepaid plans and fixed services. These can be cancelled 30 days from your next bill date. For customers under a commitment, cancellations take effect when the commitment expires.
• If I request to cancel when my billing cycle has started and I've just prepaid my memory/transfer plan, can I receive a partial refund?
  We require a full billing cycle pre-notice for cancelling prepaid plans and fixed services. These can be cancelled 30 days from your next bill date. You won't receive a prorated refund.
• Can I cancel if I'm under a commitment?
  For customers under a commitment, cancellations take effect when the commitment expires. An exception will be made only for customers switching to an upgraded plan or purchasing more equipment. If you're under a commitment and need to cancel with immediate effect, you'll have the option for a buyout. Please contact GoGrid Customer Service or log a Billing/Account case to inquire about specific details.
• How long after I submit a cancellation request will I receive confirmation that it has been processed?
  You'll receive an automated notification shortly after you submit a cancel request. This notice is proof that your request went through to the appropriate team. A case also will be created in our system that you can monitor in the Support section of the management console. Cancellations are manually processed by the GoGrid Accounting department, and it typically takes a few business days for them to advise when your cancellation will take effect.
• Can I cancel and get a refund if I've prepaid for a year?
  No. We do not offer prorated refunds for customers on annual prepaid plans that cancel before the end of their prepaid period.
• Can I upgrade if I'm under a commitment?
  We make exceptions to the commitment policy for customers who opt to upgrade their plan or purchase more equipment. Please contact GoGrid Customer Service or log a Billing/Account case to inquire about specific details.
• Can I downgrade if I'm under a commitment?
  Customers under a commitment can downgrade only after their commitment expires.

Annual Plans

• How do I switch to an annual prepaid plan?
  To change plans, log into the management console, and then go to the My Account > Billing tabs. You can view current memory and transfer plans and opt to change them there. The annual prepaid plan options are listed at the bottom of the Available Server RAM /Data Transfer Plans charts.
• After I select an annual prepaid plan, when will the change take effect?
  The change will be effective retroactively as of the beginning of your current billing cycle. Shortly after you submit the request, we'll charge you the annual plan fee minus the monthly fee prepaid at the beginning of your current billing cycle (if any).
• When will I be charged the annual plan fee?
  Because this is a prepaid plan, we'll charge you up-front for the whole year shortly after you request the change. We'll deduct the monthly fee prepaid at the beginning of your current billing cycle (if any).
• What is the discount on annual prepaid plans?
  The total discount on an annual prepaid plan equals 2 months' fees.
• How is my discount applied?
  Because this is a prepaid plan, we'll charge you up-front for the whole year. The prepaid amount is credited to your account and each month a discounted plan rate is deducted from it, with a total discount for the 12 months equaling 2 months' fees.
• Is an annual subscription a commitment? Can I cancel before my annual subscription is over?
  No, an annual subscription is not a commitment; you can request to cancel anytime during the year. However, we do not offer a prorated refund if you opt to cancel before the year is over.
• Can I upgrade my annual prepaid plan?
  Yes. To so do, log into the management console, go to the My Account > Billing > View Account Plan tabs, and submit your selection. The change will take effect retroactively as of the beginning of your current billing cycle. Shortly after requesting the change, you'll be refunded the remaining part of the prepaid fee and will be charged up-front for the whole year on the upgraded plan.
• Can I downgrade my annual prepaid plan?
  Yes. You can downgrade your annual prepaid plan, with the change taking effect from the beginning of your next billing cycle and effective until your plan expires. Because we don't offer a prorated refund, however, it makes no sense to downgrade.
• Does an annual plan automatically renew once the year is over?
  No. Annual prepaid plans do not auto-renew, but switch to a monthly plan once the year is over.
• What should I do to have my annual plan renew once the year is over?
  To renew, please contact GoGrid Customer Service or log a Billing/Account case with your request.

SLA Credits

• How can I request an SLA credit for a system issue?
  To be eligible for an SLA credit, you need to file an official request via the management console within 48 hours from the beginning of the incident. You can find the SLA request form under the Support > Request SLA Credit tabs in the management console.
• How is an SLA credit applied?
  If approved, an SLA credit is applied to your GoGrid account and is deducted from subsequent charges.
• When should I expect an SLA request to be settled?
  For an SLA request to be reviewed, the Support case associated with it must be fully resolved. Once the case is resolved, an SLA credit will be settled in up to 7 business days.
• Are there any SLA credit limitations?
  Yes, certain limitations apply. These limitations are listed in article XIV of our Service Level Agreement (SLA).