Manage your Rackspace Technology Billing

Access your billing information

To access your Rackspace billing information, log in to the Rackspace Technology Customer Portal and select Billing from the global navigation menu.

This selection takes you to the Billing Overview dashboard, which provides information on billing, payments, and usage

Set a billing threshold

The Set Billing Threshold option enables you to receive a notification when usage meets or exceeds an amount that you specify. When this occurs, Rackspace emails the primary contact and the billing contact.

To enable this functionality, use the following steps:

1. Select Set Billing Threshold from the Charges to Date section. The Billing Settings page displays.
2. Click the pencil icon next to Threshold Notification.
3. Enter a monetary amount.
4. Check the boxes next to the contacts who should receive the notifications and then select Save.

Manage Payment Methods

You can view and manage your current payment methods from the Billing drop-down menu.

Add a payment method

To add a payment method:

1. Log in to the Rackspace Technology Customer Portal.
2. Select Billing > Payment Methods.
3. Select Add Payment Method.
4. Select the payment method you want to use. The options are Credit Card and ACH (eCheck).
5. Enter payment method details.
6. Select Save Credit Card if you entered a credit card, or Add Account if you entered a bank account.

Delete a payment method

To Delete a payment method:

1. Select the gear icon next to the payment method.
2. Select Delete Payment Method.

Change the default payment method

To change the default payment method:

1. Select the gear icon next to the method you want to make the default.
2. Select Set as Default.

Update your billing information

To modify basic billing information for your account, use the following steps:

1. Log in to the Rackspace Technology Customer Portal
2. Select Billing Settings. The Billing Settings page displays.
3. Click the pencil icon next to the section you want to edit.
4. Make your changes and click Save.

Reclaim VAT

If you’re a VAT-registered business or organization, in most cases, you can reclaim the value-added tax (VAT) that you pay when you buy goods and services for your business. To reclaim this money, you must have records to support your claim. If you provide Rackspace Technology with your VAT ID number, Rackspace can prepare an appropriate invoice for your records.

If you’re not a VAT-registered business or organization, you can’t reclaim the VAT that you pay when you buy goods and services.

Request an SLA credit

Every Rackspace Technology product is backed by an industry-leading service level agreement (SLA). You can read this agreement at https://www.rackspace.com/information/legal/cloud/sla. Use the following steps if you experience any issue for which you want to receive an SLA credit.

Prerequisites

To receive a credit, the SLA incident must meet the following criteria:

• The SLA incident must have occurred within the previous 30 days.
• For specific concerns not mentioned in the SLA, the issue must have occurred within the previous 60 days.
• Account balances must be current.
• You must meet SLA requirements and obligations within the agreed-upon Terms of Service.

Requesting an SLA credit

1. Log in to the Rackspace Technology Customer Portal
2. Create a support ticket and enter Credit Request in the Subject field
3. Provide the following information in the support ticket:
   1. Services affected
   2. Summary of the incident
   3. Date and time that the issue began
   4. Date and time that the issue ended
   5. Any associated correspondence relevant to the issue for which you want to receive credit such as logs, another ticket number, emails, or chats
   6. Add any other pertinent details to credit consideration
4. Select Submit Ticket.

Allow three to five business days for Rackspace Technology to receive and review your credit request and update your support ticket.

Issues not addressed by the SLA

If you experience technical issues not specifically addressed by your product SLA, Rackspace Technology will still review your issue. You can submit a ticket stating your case and why you believe you should get a credit. Be sure to state how long you were affected and how you believe Rackspace Technology was responsible.

Rackspace Technology does not issue a credit for cases in which the Rackspace Terms of Service or Acceptable Use Policy are violated.

If you have any questions, contact the Rackspace Technology Support team at 1-800-961-4454 (US toll-free).