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Sep
12
New Billing System Ready
Posted by Jeff H. on 12 September 2018 02:37 PM

Dear customers,

Our new billing system is ready.  When your account has been moved to the new system, we will notify you by email. 

This system will reside at:

https://billing.rackaid.com/

When your account has been moved to the new system, we will notify you by email.   

You will need to login and update your credit card information on file.

We only migrated your primary billing user to prevent legacy users from entering into the new billing system.    

Please note that our billing and helpdesk systems use different authentication systems.   There is no link between the two systems for added security.  Your passwords on each system are unique to that system.

If you have any questions, please let us know. 

Thank you

Jeff  Huckaby

CEO

racKAID LLC


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Aug
31
Labor Day Holiday Schedule 2018
Posted by Juli Z. on 31 August 2018 11:34 AM

rackAID's sales, billing, and case-based support will be closed for the Labor Day holiday weekend. Our office will close at 5PM ET 3 September. We will re-open at 9AM ET on 4 September.

 

For customers with management plans or management servers, we will have support in accordance with your server agreement. This includes the standard monitoring, updates, backups and support services. Sales or low priority inquires received after 31 August may not be handled until 4 September.

If you have an issue causing a severe or critical impact to your operations, please open an urgent or critical ticket. We are staffed 24/7/365 and will respond promptly as we always do.

Happy Labor Day!


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Aug
7
New Billing System Coming Soon
Posted by Jeff H. on 07 August 2018 12:17 PM

Within the next few weeks, we will be changing our billing systems.  This will require you to update your billing information and credit card data.     rackAID does not directly store your credit card data.  We use secure tokens to pass charge information to our payment processor.   Since our current processor (Freshbooks) will be replaced, we will need to request new data.

We will be sending out more notices closer to the change over date.  Right now we expect this to be completed by no later than Sept 30th but hopefully by Sept 15th. 

If you have any questions, please let us know.  

Jeff Huckaby

rackAID LLC


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Jul
3
July 4th Holiday Schedule 2018
Posted by Juli Z. on 03 July 2018 05:45 PM

rackAID's sales, billing, and case-based support will be closed for the 4th of July holiday on Wednesday 7/4. 

For customers with management plans or management servers, we will have support in accordance with your server agreement. This includes the standard monitoring, updates, backups and support services. Sale, billing, emailed and low priority inquires received over the holiday will be handled on Thursday, 5 July.

If you have an issue causing a severe or critical impact to your operations, please open an urgent or critical ticket using the web interface.

We are staffed 24/7/365 and will respond to these issues as we normally do.


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May
23
Memorial Day Holiday Schedule, 28 May 2018
Posted by Juli Z. on 23 May 2018 01:50 PM

rackAID's sales, billing, and case-based support will be closed for Memorial Day, 28 May 2018. 

For customers with management plans or management servers, we will have support in accordance with your server agreement. This includes the standard monitoring, updates, backups and support services. Sale, billing, emailed and low priority inquires received over the holiday will be handled on Tuesday, 29 May.

If you have an issue causing a severe or critical impact to your operations, please open an urgent or critical ticket using the web interface.

We are staffed 24/7/365 and will respond to these issues as we normally do.


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