Manage AWI account  /  Using credit  /  What happens when the credit runs out?

3.6 What happens when the credit runs out?


When a user's credit runs out:
  • A Cloud Server Pro with an hourly price plan will automatically be switched off and cannot be restarted until a credit top-up of at least 1.00 Euro (excluding VAT), or the amount required to reactivate services has been made;
  • A Cloud Server Pro which does not have monthly licenses (MsSQL and CAL) with monthly 30 days or annual price plans will remain switched on for the prepaid period, following which time, if credit is insufficient at the renewal date, it will follow the normal switch off/archive/delete procedure;
  • A Cloud Server Pro with a monthly 30 days or annual price plan, which is linked to a monthly license (MsSQL or CAL) will be switched off (even if prepaid in advance) on the license renewal date (start of the month), because this cannot be paid for, after which it will follow the normal switch off/archive/delete procedure;
  • Services charged hourly (e.g. Virtual Switch), will be suspended or disabled;
  • Other services charged monthly (e.g. Cloud Server Smart, Balancer, Unified Storage, etc.) will remain switched on for the prepaid period, but if credit is insufficient at the renewal date, they will follow the normal switch off/delete procedure;
If no top-up is made after a week of insufficient credit, a Cloud Server Pro will automatically be archived and all network resources will be disconnected from the Cloud Server Pro.

If no top-up is made for 10 days from the service being archived, all Cloud Server Pro services and resources purchased by the customer, will be deleted.
 
The cancellation procedure cannot be undone and it will no longer be possible to recover the data.
 

If the credit runs out when renewing a Cloud Server Pro with a monthly 30 days or annual price plan

If there is insufficient credit when it is time to renew a Cloud Server Pro with a monthly 30 days or annual price plan, the Cloud Server Pro will be switched off for 7 days, archived for the following 10 days and subsequently deleted permanently.
 
For an archived Cloud Server Pro (subsequent to the credit running out), an hourly price plan for the service will be set automatically and, if reactivated, it will continue to be charged hourly unless this is changed (following reactivation).

During the time that the Cloud Server Pro is switched off (due to not being renewed because of insufficient credit) the price plan can be changed as follows:
  • from monthly 30 days to annual;
  • from monthly 30 days to hourly;
  • from annual to monthly 30 days;
  • from annual to hourly.
If the price plan is not changed, the Cloud Server Pro will be renewed with the same expiry date (every 730 hours for monthly 30 days or 8,760 hours for annual).

If the price plan is changed (from monthly 30 days to annual, or vice versa), the renewal date will start from the date the Cloud Serve Pro is switched on again and days during which it was switched off will be calculated on an hourly basis, whilst the expiry date will be calculated from the date of being switched on again.
At the end of the month (30 days) for the Private Cloud, if there is not enough available credit to renew, the admin account will be suspended. Therefore, it will no longer be possible to access the management of the resources, which in any case will remain reserved for the customer.

If, after seventeen (17) days, the credit has not been topped-up with enough to cover the total cost of the Private Cloud service, the computational and network resources and any additional services will be canceled.
 
The cancelation procedure cannot be undone and it will no longer be possible to recover the resources.
When the credit runs out, all the user's pay-per-use Object Storage accounts are disabled (their status will change to "DEACTIVATED") and cannot be reactivated without first topping-up the credit by at least 1.00 Euro + VAT, or the amount required to reactivate the Object Storage accounts.

If the customer runs out of credit, the Object Storage package accounts will continue to be active until the natural expiry date of 30 days, paid in advance, after which their status will change to "DEACTIVATED".
 
For both pay-per-use and package Object Storage accounts, if, after seventeen (17) days from deactivation, the credit has not been topped-up enough and the deactivated Object Storage accounts have not been reactivated, the accounts will be permanently deleted, and all data stored on the disk space for all the Object Storage accounts will be lost.

The cancelation procedure cannot be undone and it will no longer be possible to recover the data.
If, at the end of the year, there is not enough available credit to renew, the domain will be suspended. Therefore, the domain will no longer be available online.

Once the 30 to 70 days (Deactivation Period + Redemption Period) have elapsed, the domain will once again become available, and can therefore be registered by anyone.
 
  Duration Status Renewal Status
Domain Validity 12 months online allowed in use
Deactivation Period from 0 to +40 days
depending on the extension
offline allowed in use
Redemption Period from +30 to +40 days
depending on the extension
offline allowed in use
Domain expired   offline not allowed available
Deactivation Period: begins at the end of the year.
Redemption Period: begins at the end of the Deactivation Period.
 
Please note that once the "Redemption Period" is over, the domain will once again become available, and can therefore be registered by anyone.
At the end of the month (30 days), if there is not enough available credit to renew, the DNS service will be suspended.

Therefore, it will no longer be possible to access the management of the resources, which however will remain reserved for the customer.
 
If, after seventeen (17) days, the credit has not been topped-up with enough to cover the cost of the DNS service, it will be permanently cancelled and all the configuration settings will be lost.

Monitoring Free Plan

If the credit has run out or there is not enough to renew a Cloud Server Pro service, it will be switched off, thereby deactivating the Monitoring Free plan associated with it.
 
If, within the next seventeen (17) days, credit for the Cloud Server Pro service is not topped-up and it is not reactivated, the Monitoring Free plan will be deleted and all the configuration settings will be permanently lost.

Monitoring Plans

If the customer runs out of credit, the Monitoring Plans will continue to be active until the natural expiry date of 30 days paid in advance, after which their status will change to deactivated.
 
If, after seventeen (17) days, the credit has not been topped-up with enough to cover the cost of the Monitoring plans, they will be permanently canceled and all the configuration settings will be lost. This process cannot be undone and it will no longer be possible to recover the data.
When the credit runs out, all user's pay-per-use Backup accounts are disabled (their status is changed to "DISABLED") and they cannot be reactivated without topping-up the credit with at least EUR 1.00 (excluding VAT), or the total amount needed to reactivate the Backup accounts.

If the customer runs out of credit, the Backup package accounts will continue to be active until the natural expiry date of 30 days, paid in advance, after which their status will be changed to "DISABLED".
 
For both pay-per-use Backup accounts and package Backup accounts, if, after seventeen (17) days from deactivation, the top-up amount is insufficient and the disabled Backup accounts have not been reactivated, the accounts will be permanently deleted and all the data stored on the disk space for all Backup accounts will be lost.

The cancelation procedure cannot be undone and it will no longer be possible to recover the backups.
When the credit runs out, all the user's pay-per-use Jelastic Cloud accounts are disabled (their status changes to "SUSPENDED") and they cannot be reactivated until the credit is topped-up by at least 1.00 Euro (excluding VAT) or the total amount needed to reactivate the Jelastic Cloud accounts.

If the customer runs out of credit, the Jelastic Cloud packages will continue to be active until the natural expiry date of 30 days paid in advance, after which the status will change to "SUSPENDED".
 
For both pay-per-use and Jelastic Cloud packages, if, after seventeen (17) days from deactivation, the credit has not been topped-up enough and the suspended Jelastic Cloud accounts have not been reactivated, the accounts will be permanently deleted and all data stored on the disk space for all the Jelastic Cloud accounts will be lost.

The cancelation procedure cannot be undone and it will no longer be possible to recover the data.
At the end of the month (30 days) for the Cloud DBaaS service, if there is not enough available credit to renew, the service status will be changed to "Inactive".

Therefore, it will no longer be possible to access the management of the resources, which however will remain reserved for the customer.

If, after seventeen (17) days, the credit has not been topped-up with enough to cover the cost of the Cloud DBaaS service, the databases and associated backups will be deleted.
 
The cancelation procedure (after 17 days with the status marked as "Inactive") for a Cloud DBaaS service cannot be undone and it will no longer be possible to recover the databases and associated backups.

Timescales for suspending/deleting resources

Resources charged on an hourly / monthly / pay-per-use basis

Days before renewal 0/7 8/17 >17
Credit Status Sufficient Insufficient
Cloud Server Pro on off archived deleted
Cloud Server Smart on off deleted
Virtual Switch connected deactivated deleted
Additional public IP connected deactivated deleted
Additional FTP space active deactivated deleted
Microsoft SQL Server License* active deactivated deleted
Windows Server RDS License* active deactivated deleted
Plesk License active deactivated deleted
∟ Extensions active deactivated deleted
Load Balancer active deactivated deleted
∟ SMS Notification active deactivated
Unified Storage connected disconnected deleted
Private Cloud connected account disabled deleted
Hybrid Link connected deactivated deleted
Pay-per-use Jelastic Cloud active account disabled deleted
Jelastic Cloud package active account disabled deleted
DBaaS with shared resources active inactive deleted
DBaaS with dedicated resources active inactive deleted
Pay-per-use Backup active account disabled deleted
Backup package active account disabled deleted
Pay-per-use Object Storage active account disabled deleted
Object Storage package active account disabled deleted
Monitoring Plans active deactivated deleted
Monitoring Free Plan active deactivated deleted
SMS Notification active deactivated
DNS Management active deactivated deleted
* Licenses are linked to the Cloud Server Pro/Smart template

Resources charged on an annual basis

Days before renewal 0/30 31/70 >70
Credit Status Sufficient Insufficient
Domain Name active deactivated
Deactivation Period
deactivated
Redemption Period
deleted
∟ Whois Privacy active active active deleted

Key

 
service available: the service is active and running;
 
service unavailable: at this stage it is possible to reactivate the service once you have topped-up your credit with a sufficient amount;
 
service deleted: the service is permanently deleted;