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--- guide:cloud:faq [2020/08/19 21:15]
lphukungoane [Technical FAQs]
+++ guide:cloud:faq [2021/12/09 16:42] (current)
@@ Line 13: / Line 13: @@
 ) ** Do you monitor my VM’s activity?**
-     Answer: ??
+     Answer: We do not monitor user VM activity.
@@ Line 84: / Line 84: @@
 ----
-====== Billing FAQs======
+**For More Technical Assistance**
-) **What payment methods are accepted?**
+If you can’t find what you are looking for, please contact our support team. We are working hard to get back to you within 1-2 business days. Submit the ticket at [[http://helpdesk.chpc.ac.za|Helpdesk]]
+----
-    Answer: ??
+====== Billing FAQs======
-) **Who is your payment provider?**
-    Answer: ??
-) **I powered off my instance but I was still charged for usage!**
-     Answer: Unlike Amazon EC2, CHPC charges for instances in any state, powered on, powered off, idle
-     etc.This is because in the CHPC cloud your instances local disk is stored with the hypervisor for
-     better performance. While the instance may be powered off, the data is still stored on the hypervisor
-     and the space/ram/vcpu allocated to that instance must be reserved to prevent oversubscription so
-     that the instance can be powered on again when the user requests it.
-) **How often am I billed?**
+) **I powered off my instance but I was still charged for usage!**
-    Answer: CHPC will send out invoices near the beginning of each month for the previous months usage.
+     Answer: CHPC charges for resources allocated to the users whether they are actively using them or not.
-    Payments are due upon you receiving the invoice.
+             The resources you were approved for are reserved for you therefore  you obligated to pay
+             for them.
-) **What if I am late paying an invoice?**
+) **How often am I billed?**
-    Answer: We do not charge any late fees for late payments but if there are unpaid invoices we reserve
+    Answer: CHPC will send out invoices on the 5th of every month for the previous calendar month usage.
-    the right to terminate services for any accounts with overdue balances.
 ) **If I have an unpaid invoice, does that unpaid invoice get rolled in to the next months invoice?**
-    Answer: No, we treat each invoice separately and do not carry forward any unpaid balances. Please
+    Answer: Yes.
-    remember to pay all past invoices!
 )** Why does my bill fluctuate each month even though I am consuming the same amount of resources each month?**
     Answer: We charge for resources used per hour and the number of hours per month vary throughout the
-    year (28 days, 30 days, 31 days).
+            year (28 days, 30 days, 31 days).
-) **Why am I receiving an invoice for R0?**
+) **Why am I not receiving an invoice?**
-    Answer: We send invoices for all accounts even those without any usage. Think of it as a reminder that
+    Answer: CHPC sends cloud resource usage invoices to all paying users on the 5th of every month.
-    you still have an active account with us. If you want to terminate your account please email
-    helpdesk@chpc.ac.za
+If you would like to terminate your account please email  [[https://users.chpc.ac.za/helpdesk/ |helpdesk@chpc.ac.za]]
 ) **I have a billing related question that is not listed here, help?**
-    Answer: Email helpdesk@chpc.ac.za with your question!
+Answer: Email [[https://users.chpc.ac.za/helpdesk/ | helpdesk@chpc.ac.za]] with your question!

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