Rackspace Billing FAQ

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, and you can find details about our product pricing on our Cloud Pricing Page.

Rackspace accepts Visa®, Mastercard®, and American Express®. Additionally, Rackspace accepts ACH and wire payments.

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

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 are billed monthly on the 25th. You can find more information about the Commitment Pricing Program on the Cloud Servers Discount page.

We provide cloud services on a month-to-month basis. For more information, see the Rackspace Cloud Terms of Service.

Follow these steps to view your invoice:

1. Log in to the Rackspace Customer Portal.
2. In the upper-right corner of the page, click Billing.

The **Billing Overview** dashboard displays, showing information about billing, payments, and usage.

You can view invoices 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.

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

1. Log in to the Rackspace Customer Portal.
2. In the upper-right corner of the page, click Billing.

The **Billing Overview** dashboard displays, showing information about billing, payments, and usage.

Follow these steps to update your credit card information:

1. Log in to the Rackspace Customer Portal.
2. In the upper-right corner of the page, click Billing.

The **Billing Overview** dashboard displays, showing information about billing, payments, and usage.

To add a new credit card, enter the card number, expiration date, name on card, the security code, and click **Save Credit Card**.

To add an ACH account, enter the name on the bank account, the bank account type, the routing number, the bank account number, and then check the box to agree to the terms. Then click **Add Account**.

After you add the new payment method, you can designate a default payment method as needed.

Follow these steps to change your billing address:

1. Log in to the Rackspace Customer Portal.
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.

The listed prices for Cloud Servers include both **Raw Infrastructure** and **Managed Service** charges. The price split shows what you are paying for when you partner with us.

The Service Level Rate *minimums*, based on the service level that you choose for your cloud account, represent the minimum monthly charge for the service. If the cost of the resources 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, your bill includes the difference between your usage costs and the Service Level Rate minimum.

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, those resources are available for someone else to use, and you no get billed for them.

Follow the process outlined in the Rackspace Customer Portal to delete your cloud servers and services. To cancel Rackspace support for Azure®, create a ticket for our Billing team.

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."

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

The account owner can close cloud accounts at any time, but Rackspace cannot perform this action. Instead, the account owner must initiate the closure through the Rackspace Customer Portal by using the following steps:

1. Review all services to ensure that you back up your data outside of the Rackspace environment.
2. Ensure that all Cloud products are stopped and deleted (such as Cloud Servers, Images, Cloud Files, Cloud Block Storage, and so on).
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, check the box at the bottom of the page, and enter cancel in the text box.
6. Click Cancel Account.

You cannot initiate cancellations over the phone. Dedicated customers can initiate account cancellation by opening a ticket in the Rackspace Customer Portal. 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.

You can create a ticket via the Rackspace Customer Portal with the details of your dispute. One of our account managers will review the ticket. A credit is granted only in the following cases:

• if there is an error related to our billing system
• if there is a service error according to your service level agreement (SLA)