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Frequently Asked Questions
Frequently Asked Questions
Billing, Support & SLA
How can I cancel my account?
You can submit a cancellation request through the portal or via support. Terms vary by contract.
Is there a referral or partner program?
Yes. We offer reseller, partner, and referral incentives. Contact us for details on becoming a NetActuate partner.
What happens if I exceed my bandwidth allocation?
Bandwidth overages are charged at tiered rates. We alert customers before thresholds are breached and provide tools to manage usage.
Are there any setup fees?
In most cases, no. For custom rack deployments, remote hands, or unique cross-connects, setup fees may apply.
Do you provide onboarding or architecture help?
Yes. We provide onboarding assistance, architecture review, and migration planning at no extra cost for most enterprise customers.
Can I upgrade my support plan?
Yes. Support tiers range from Standard to Premium, including dedicated account managers and faster SLAs.
How is support structured?
We offer 24x7x365 support via ticket, email, and escalation pathways with optional phone support for enterprise tiers.
Do you offer SLAs?
Yes. We provide SLAs for network uptime (99.99%), compute availability, and support response times. SLAs are tiered by service level.
Is usage-based billing available?
Yes. For bandwidth, VM uptime, and certain network services, usage-based and burst billing is available.
What are your billing options?
We support monthly, quarterly, and annual billing via credit card, ACH, or wire transfer. Discounts are available for long-term commitments.
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