FEATURES PRICING HELP SIGN IN SIGN UP English Finnish Frequently Asked Questions General Technology Billing/Accounts Terms of Service Billing and Accounts How do you charge for services? UpCloud enables customers know exactly how much they want to use with our service. This is enabled by customers depositing funds to their UpCloud account before they begin to use the service. The minimum deposit to your account is 10 EUR, 10 USD or 10 GBP. How do I pay for your services? UpCloud’s customers pay for their services by depositing funds to their account. All service charges, on an hourly basis, are deducted from this balance which has been deposited to the account. How do you handle my payments? All credit card payments are handled by Braintree Payments, a industry leading payment service provider. They are owned by PayPal and PCI DSS certified. UpCloud does not store or have access to your credit card details as they are stored securely on Braintree Payments’ servers. For Bank Payments in Finland, UpCloud offers services through Paytrail. They are a licensed payment institution authorised by the Finnish Financial Supervisory Authority. Am I charged if my server is shut down? A server under freely scalable pricing is only charged for storage and IP-addresses when shut down. A server under the preconfigured pricing model is charged when shut down, as the entire instance is reserved for the customer. In both cases, you need not worry about availability of CPU and memory as you start your servers again. We take this into account as we plan for the growth of our infrastructure. Do you offer recurring payments? Yes we do. You may configure these from your Control Panel, under My Account. To setup recurring payments, you will need to set the limit at which your card will be charged and by how much. Do you offer monthly plans? Yes. These can be found at the pricing page. Do you offer invoicing? Yes we do. Please contact sales@upcloud.com for more information on this. General questions What sets UpCloud apart from other providers? This depends of course on the other provider we are talking about. UpCloud is especially proud of the following four attributes: performance, redundancy, price and privacy. We offer high performance resources, which our customers can freely scale and configure their servers from. We have built in redundancy to our technology in such a way that all the critical hardware devices are found in at least pairs. Regarding price, we are very competitive. You should check out our pricing page for more information on this. As for privacy, all our customers sign their agreements with a Finnish company, thus tying the agreements to Finnish and EU privacy legislation. What services do you specifically offer related to IaaS? UpCloud’s core is in offering scalable, redundant and high performance server resources to our customers. This means that customers can freely choose their combination of CPU, memory and storage. All servers in the same account also reside on the same private network, enabling you to drop the public IP address if you wish to do so. UpCloud also offers disk images with different operating systems readily deployable as new servers. In addition, customers can also configure firewall settings and backups for their servers. Please see our pricing page for more information. What is the difference between your freely scalable and preconfigured pricing models ? In the preconfigured pricing model, we offer cost efficient packages with predefined RAM, CPU and storage resources. We also include an IPv4 and IPv6 address and traffic. It is possible to add additional storages to preconfigured servers. In the freely scalable pricing model, the customer has freedom in configuring the server's resources and the server is priced as described at our pricing page. A server can be moved from one pricing model to another freely and easily. Where do you have data centres? UpCloud has data centres currently in Helsinki, Frankfurt, London and Chicago. In the future we will be opening up a data centre region in South East Asia. There are slight differences in offering between the different locations. Chicago, for example, doesn’t have HDD anymore as our studies show that very few customers actually use it. Why do I need to authenticate my account? UpCloud offers services which are capable of running great online services. With this comes of course responsibility. Unfortunately many also attempt to use our services for fraudulent purposes. This is why we require authentication of the user through e-mail and a phone number. We try to do this as seamlessly as possible so you can quickly get on with setting up your server. Can I move servers around from one data centre to another? Absolutely! You can do this inside the Control Panel with just a few clicks. The procedure is called cloning and it follows the same steps as setting up a new server. How can I reach your customer support? Our customer support is free for users and can be reached with e-mail at support@upcloud.com or by phone at +44 20 358 80000. Do you offer refunds? Absolutely! UpCloud offers a 30-day refund from your first deposit for all unused credits in your account. Please contact our customer support for more information on this. Can I check your maintenance history? Do you have a status page? Yes, absolutely. We run a status page at http://status.upcloud.com. Technology What types of storage do you offer? UpCloud offers two types of storage – HDD and MaxIOPS. HDD is traditional spinning disc technology where as MaxIOPS offers the performance of multiple enterprise-grade SSDs for the price of one. With MaxIOPS you are able to reach performance levels of up to 100 000 IOPS for a single block storage device. Some customers may also still utilise traditional SSDs, but we plan to move all our SSD infrastructure to the new MaxIOPS infrastructure as customers renew their storages. How fast is the network connection to my virtual machine? All servers receive 500Mbit/s connections in and out of their servers to the public internet. For the private network, customers receive a 1Gbit/s connection. The public internet connection can be increased to 1Gbit/s for a small additional hourly charge. What clock speed are the CPUs running at? UpCloud utilises Intel E5-2687W v3 processors performing at 3.10GHz. What hypervisor do you use? UpCloud utilises KVM and is proud of the community supporting its development. Do you offer an API? Absolutely – you can read more about our API in the documentation (PDF). How are your data centres certified? FI-HEL1 has been audited by the Finnish Communications Regulatory Authority to be used by the Finnish Ministry of Justice. UK-LON1 has multiple certifications including ISO27001, ISO9001, ISO14001 as well as PCI DSS. UK-LON1 is run by Telecity Group (LSE:TCY). US-CHI1 is operated by Coresite (NYSE: COR) and is SSAE 16 Type 2 compliant. DE-FRA1 is operated by Interxion with ISO 27001, BS 25999 ja PCI-DSS certifications. Who has built the platform management technology? We evaluated all the different management applications for cloud infrastructure before set out on our journey. The truth is that it is very difficult to achieve the product features, combined with the price benefit and speed at which problems are resolved if we would utilise someone else’s platform. These are the reasons we have built our own software to manage our infrastructure and service. Why are resources in different data centres priced differently? As we open new data centres, we are able to invest into newer hardware which enables better customer pricing. We try to price our services as attractively as possible and due to different cost structures we cannot offer all services at an equal price globally. Do you offer private networking? Yes, this is free and readily available for all customers. All servers inside the same user account form a private network amongst themselves and thus can be connected with a private network address as well. How does UpCloud build redundancy in its stack? We maintain a philosophy of at least N+1 in our infrastructure. This means that at all levels of our service, all the critical hardware can be found in at least pairs. In each data centre we have multiple transit connections, multiple sources of electricity, multiple routers and so forth. This approach goes down through the stack to the storage backends as well. All customer data can be found in two separate storage backends for added redundancy. This means that if a physical disk breaks down, a failover procedure will transform the load to the redundant storage backend and no downtime will occur for the services. Terms of Service What is your SLA? We offer a 100% SLA with 50x compensation if we fail to deliver. This means that if your services are down for one hour, we will compensate you 50 hours worth of service credit for that lost service time. Read more about our SLA over here. Do you have any limitations on how I can use the services? While we have tried to build a service with as little limitations as possible, we do maintain an acceptable use policy. This is available for you over here. If there are any questions regarding the use of our service, do not hesitate to send us a question. With whom do I sign an agreement with? If you decide to use UpCloud’s services, you enter into an agreement with UpCloud Ltd, registered in Finland. What legislation do you comply with? UpCloud Ltd complies with Finnish legislation regarding the customer agreements and for the data you host with us, we comply with the local legislation of the country the data centre is situated in. Do you have a privacy policy? Yes we do and you can read it here Have more questions? Please do not hesitate to ask! Get in touch Eteläranta 12, 6th floor 00130 Helsinki Finland +44 20 358 80000 (Mon-Fri 7-16 CET) sales@upcloud.com support@upcloud.com Request demo Product Features Pricing API Compare AWS EC2 Dedicated server DigitalOcean Company About us Blog Contact us Request demo Help Documentation FAQ API Status page Terms of Service Language English Finnish (Suomi)