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Latest Updates
Nov
13
Kernel Update Issues: Emergency Reboots
Posted by Jeff H. on 13 November 2018 09:05 AM

Issue:

A kernel update has caused issues with some servers.   They are reporting high loads and wrong information is their process list.  

Impact:

Some services may not be working properly or not reporting properly.   

Resolution:

We will need to remove the patch and reboot the server to correct the issue.  

Timeframe:

9:00-10:00 AM ET 13 Nov 2018

If you have an server outage during this period, place wait 5-10 minutes and check again. We may be rebooting your server. 


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Nov
1
Overdue Invoices for 1 November
Posted by Jeff H. on 01 November 2018 11:32 AM

You may have received messages about an overdue due invoice.    This is a legitimate notification from our new billing system:

https://billing.rackaid.com/

We have tried to contact you about updating your account in advance.  Several emails were sent from [email protected].   If you did not receive these emails, please check your spam folders.

You can request a new password at the link above.  Once logged in you need to:

  • Verify your address
  • Supply your credit card information
  • Submit payment

If you have any questions about the new billing, please open a Billing Department ticket in our helpdesk.

Thank You

Jeff H. 

rackAID Support


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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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