Managed Service

Managed Service provides on-demand operational assistance from CloudRaya’s technical team to help you handle infrastructure tasks, troubleshooting, and configuration changes efficiently.

This service is designed for users who need expert help without managing everything themselves, while still retaining full control of their cloud resources.

Managed Service is account-level, not project-bound.

What Is Managed Service?

Managed Service is a flexible support package that allows you to purchase technical working hours. These hours can be used by CloudRaya support engineers to assist you with various cloud-related tasks, including hands-on configuration and troubleshooting up to the VM and/or OS level.

Typical use cases include:

• Troubleshooting and resolution of issues inside the VM, operating system, or application level Performance tuning
• Guidance for deployment or migration tasks
• Operational support for existing resources

Our engineers can perform tasks directly on your virtual machines and operating systems when needed. All requests will first undergo an assessment by our support team to ensure the task falls within the scope of Managed Service is technically feasible, and can be completed safely.

The service is fully flexible. You can use the hours as needed, with no long-term commitment required.

How Managed Service Works

There are two common workflows for using Managed Service on CloudRaya.

Option 1: Purchase First, Then Get Assistance

1. You purchase a Managed Service package from the Control Panel
2. The CloudRaya support team contacts you via email
3. You explain the task or issue that needs assistance
4. The support team uses the purchased working hours to handle your request

This option is suitable if you already know you will need technical assistance.

Option 2: Consult Support Before Purchasing (Recommended)

1. You contact CloudRaya support to discuss your issue or request
2. The support team analyzes whether Managed Service is required
3. If needed, the team estimates the number of working hours required
4. You decide whether to proceed
5. Once agreed, you purchase the corresponding Managed Service package
6. The support team starts working on your request

This option helps ensure you purchase the right amount of service.

Accessing Managed Service

Managed Service is available from the Control Panel:

Dashboard → Other Products → Managed Service

This page displays all Managed Service packages associated with your account.

Managed Service Page Overview

On the Managed Service page, you will find:

Service List

Each row represents a Managed Service package you have purchased.

Displayed information includes:

• Service Name
  (e.g., 1 Hour Managed Service, 5 Hours Managed Service)

• Billing Cycle
  (One Time, Monthly, or Yearly)

• Status
  Indicates whether the service is active

• Note
  Reserved for future service-related remarks

This list helps you track which services are currently available.

Adding a Managed Service

To purchase a new Managed Service package:

1. Click Add Service
2. Select a Managed Service package from the list
3. Review the billing cycle information
4. Click Add Service to confirm

If your balance is insufficient, you will be prompted to top up Cloud Credit before continuing.

Managed Service Billing Cycles

CloudRaya Managed Service packages follow these billing rules:

Billing cycle determines how long the service remains available and how it is charged.

Before Using Managed Service

To allow CloudRaya Support to assist you effectively when using Managed Service, you may need to temporarily enable Admin-Assisted Account Access.

This setting allows CloudRaya administrators to access and manage your account only with your explicit permission.

When to Enable This

You are recommended to enable admin access when:

• You request troubleshooting or operational assistance
• You purchase Managed Service for hands-on support
• You need help investigating account-level or resource-level issues

How It Works

When enabled:

• CloudRaya Support can access your account only for support purposes
• Access is limited, controlled, and audited
• All actions performed by administrators are recorded in the User Action Log

When disabled:

• No administrative access is permitted
• CloudRaya Support cannot directly access your account

How to Enable Admin Access

You can enable this setting from:

Dashboard → Click on Profile Avatar → View Profile → Allow Admin to Manage Account

📄 See: View Profile → Admin-Assisted Account Access

Important Notes & Behavior

• Managed Service is tied to your account, not to a specific project

• Services remain visible regardless of which project is selected

• Managed Service usage is coordinated directly with CloudRaya support

• Purchasing a package does not automatically consume hours

  (usage starts only when support begins work)

Best Practices

• Consult support before purchasing if you are unsure about the scope
• Clearly describe your request to reduce time spent
• Use Managed Service for operational complexity, not routine actions