Billing & User Management

Monitoring

- How can I monitor my compute usages?

To monitor resource usage, see Instances page in Monitoring.

- How can I monitor my storage usages?

To monitor resource usage, see Volumes page in Monitoring.

- How can I monitor my image usages?

To monitor resource usage, see Images page in Monitoring.

Advanced payment

- How do I add heiCLOUD Coins to my account?

You can add heiCLOUD Coins to your account by following these instructions:

  1. Open the heiCLOUD Coins.
  2. Click the ADD CREDIT button.
  3. In "Amount" field, type the amount of coins you want to buy. In Costcenter field, choose the cost center which you want to pay the heiCLOUD Coins.
  4. Click the "BUY (WITH OBLIGATION TO PAY)" button.

In case of no error in the ADD CREDIT form, the bought heiCLOUD Coins are added automatically to your account. From the next billing cycle, the heiCLOUD Coins will be used for your charges.

Note: With adding heiCLOUD Coins, you are obliged to pay for he amount of heiCLOUD Coins you already bought.

- Can I prepay for heiCLOUD services?

heiCLOUD offers two types of advance payment:

  1. heiCLOUD Coins as a full-advanced payment. The charges of your account will be subtracted from your available heiCLOUD Coins. Conversion rate is 1 Coin/€. You can order heiCLOUD Coins in Credit page.
  2. Prepaid payment for computing resources as a semi-advanced payment. heiCLOUD offers prepaid instances, which allow you to pay an up-front fee to reserve capacity for your computing resources in one-year, two-year, or three-year terms. For more information about the pricing models, choose Pricing.

- Can I apply heiCLOUD coins which I already bought to the bill for a previous month?

Once a bill is finalized at the end of a billing cycle, it can’t be updated.

- How can I add a new prepaid for an instance?

You can add heiCLOUD Coins to your account by following these instructions:

  1. Open the Subscriptions.
  2. Click the ADD SUBSCRIPTION button.
  3. In "Flavor" field, choose the flavor.
  4. In "Begin Time" field, choose the begin date of the prepaid.
  5. In "Duration (year)" field, choose a value for the duration of the prepaid
  6. Click the "SAVE" button.

In case of no error in the ADD SUBSCRIPTION form, the prepaid is added automatically to your account. From the next billing cycle, the new prepaid will be applied.

Billing

- When will my bill be ready?

Your bill is finalized around the first day of your selected billing interval. Your current bill interval is in the contract. You can see the billing interval in Project Information.

- How can I find the resources related to a bill?

The resources related to a bill is attached to the bill invoice. You can see your previous bills in Billing.

- How do I download an invoice for my heiCLOUD charges?

You can download an invoice from the Bills page. Navigate to the invoice that you want to download and click the symbol in "Download Bill" column.

- Can I have more than one cost center in my account to pay my charges?

It is possible to have more than one cost center associated with one account. You can use this cost center to buy heiCLOUD coins or to pay charges of one or more instance(s).

- How are charges for volumes calculated on my bill?

Volumes are billed by the gigabyte-month (GB/m). This gigabyte-month is a measure of how many gigabytes of storage is provisioned to your account and how long the storage is provisioned to your account.

In a 31-day month, you are billed for one gigabyte-month in the following scenarios:

  • If you have a 31-GB volume that was active for 24 hours.
  • If you have a 1-GB volume that was active for 744 hours (the number of hours in 31 days).

You are billed for the total amount of storage provisioned to your account, no matter if of whether the storage is used or not. For example, if you provision a 100-GB volume for a month, but only store 1 GB of data on that volume, you are still billed for 100 GB/m of block storage.

To minimize the amount you're billed for block storage, do the following:

  • Delete any volumes you're not actively using.

- Why am I being billed for a floating IP address when all my instances are terminated?

A floating IP address doesn’t incur charges as long as the following conditions are true:

  • The floating IP address is associated with an instance.
  • The instance associated with the floating IP address is running.

You're charged for each floating IP address that doesn't meet these conditions for more than 30 days. The current charge for an unused floating IP address is 30 Euros/month.

To see which floating IP addresses are provisioned to your account, check the heiCLOUD Dashboard.

If you don’t need a floating IP address:

  • you can stop the charges by releasing the IP address.

Note: After you release an IP address, you can’t provision that same floating IP address again.

General Settings

- Can I change the name of my heiCLOUD account?

No. You cannot change the name of the heiCLOUD account.

- How do I change the email address associated with my heiCLOUD account?

You can update the email address associated with your heiCLOUD account in Customer Information.

- How do I sign out of my account?

To sign out from Billing dashboard:

  • In the navigation bar, click your account name. A drop-down menu will open.
  • Choose Logout.