Managed Service FAQs
This page answers common questions about Managed Service, including scope of support, access control, billing cycles, and how to work with CloudRaya’s technical team.
General Managed Service
Q: What is Managed Service?
A:
Managed Service provides on-demand technical assistance from CloudRaya engineers to help with troubleshooting, configuration, and operational tasks at the infrastructure, OS, or application level.
Q: When should I use Managed Service instead of regular support?
A:
Use Managed Service when you need hands-on technical work, such as:
- OS or application-level troubleshooting
- Performance tuning
- Assisted deployments or migrations
Regular support is best for guidance, questions, and platform issues.
Access & Security
Q: Does CloudRaya need access to my account to use Managed Service?
A:
Yes. For hands-on tasks, you may need to enable Admin-Assisted Account Access. This allows CloudRaya engineers to work in your account with your permission.
Q: Is admin access permanent?
A:
No. You can enable and disable access at any time. All actions performed by administrators are logged and audited.
Billing & Usage
Q: How is Managed Service billed?
A:
Managed Service is billed based on pre-purchased working hours, with different billing cycles:
- One-time packages
- Monthly packages
- Yearly packages
Q: When do my hours start getting used?
A:
Hours are only consumed after CloudRaya engineers begin working on your request, not at the time of purchase.
Q: What happens if I run out of hours?
A:
The support team will notify you and recommend purchasing additional Managed Service hours before continuing work.
Operations & Lifecycle
Q: Can I use Managed Service for production systems?
A:
Yes. Managed Service is commonly used for production troubleshooting, configuration changes, and performance optimization. We recommend scheduling work during low-traffic periods.
Q: Can I cancel a Managed Service package?
A:
Cancellation depends on the package type and billing cycle. One-time packages are typically non-refundable once purchased. Monthly and yearly packages can be managed from the Managed Service page.
Still Have Questions?
If you can’t find what you’re looking for, you can consult our CloudRaya AI Assistant through the live chat for quick guidance or contact our support team,
📩 Contact Support: support@wowrack.co.id