Frequently Asked Questions (FAQs)
Billing & Credits
How are credits deducted for hourly, monthly and yearly subscription?
Once you purchased a subscription, it will always deduct the first set of credits based on your selected subscription (i.e. by the hour, month or year). Subsequent deduction will happen right by the hour and day of the selected subscription term.
How does SCloud's credit system work?
SCloud credits once purchased, are deposited into the SCloud console in 2 business days. The credits can then be used for activation and subscription to any services based on transparent pricing.
I had already paid. Can you provide me a receipt?
If you had paid via our website and the order successfully processed, you will receive a second email with the header 'Receipt for your purchase'. This can be taken as receipt for your purchase.
What are the payment methods you accept?
We accept Visa, Mastercard, PayPal, Stripe, Bank Transfer, Alipay, WeChat Pay, and Cryptocurrencies (via Triple-A).
What happens if I do not maintain enough credits in my account?
We reserve the right to terminate including deletion of data of any services you deployed on the SCloud console within 7 days.
What is the process for refund of SCloud credits?
You may make a request for any partial or full refund request of your SCloud Credits. Any such request shall be subject to SCloud's approval (in whole or in part) in SCloud's sole discretion, which is conditioned upon the full and final settlement of any outstanding invoices or amounts owed by Customer to SCloud. The processing time for any refund request is one month.
Public Cloud (SCloud Console)
Do you offer access to API keys?
Yes, we do. For the step-by-step instructions, please refer to our documentation Here.
Do you offer any free trial?
If you had not used our services before, you may Email us to request for trial credits.
How can I check all the pricing and available regions?
All our pricing, regions and services are transparent and available in our SCloud console upon signup.
I am currently using other cloud providers. Do you help me to migrate?
Please Email us for an in-depth discussion.
I am trying to deploy an instance and it says quota reached?
Quotas are put in place for the protection of the SCloud platform. Please Email us for assistance.
I had registered an account and submitted the Know-Your-Customers (KYC) information. Why am I still unable to access the SCloud console?
Rest assured that we are processing your KYC in the soonest manner. If you are still unable to access the SCloud console within 2 business days, please Email us.
What is the process for account registration?
To use the SCloud console, you will need to register an account Here. Thereafter, you will fill in your information including submitting the Know-Your-Customers (KYC) documentations. The processing will take 1-2 business days. If you would like to topup SCloud credits, you need to register an account at SCloud website Here. Any topups you made will be processed to your SCloud console account in 1-2 business days.
Private Cloud
How do you ensure data security in your private cloud environment?
All servers and equipments are hosted at your designated premises. However, rest assured that we will still walk through and highlight any security issues with you.
How is the private cloud environment monitored, and what visibility will we have into performance and health metrics?
Our private cloud platform comes integrated with monitoring tools to monitor performance and health metrics like CPU and network utilisation etc.
What are the connectivity options available for integrating on-premises systems with your private cloud?
Some common connectivity option would be IPsec from private cloud to on-premise. Direct link connection can also be deployed if necessary.
What are the stages of private cloud implementation?
The stages would be an end-to-end process. We would hand hold you from requirement gathering, sizing, all the way to deployment and commissioning.
What differentiates your private cloud offering from public and hybrid cloud solutions?
In public cloud, all your physical infrastructure and physical host would be shared with other cloud customers. In private cloud, all your servers would be yours thus ensuring data sovereignty.
What training and onboarding resources do you provide for new private cloud clients?
After the deployment, we would conduct trainings with our customers on using the private cloud platform from administration to monitoring etc.
Why do I need Private Cloud when we can just do virtualization?
Virtualisation only allows the division of a physical server into multiple, isolated virtual server whereby private cloud do more by incorporating a cloud orchestration platform that include monitoring, billing and other features not included in virtualisation. It also solve the issue of "Shadow-IT".
Other Products (Cloud SMS – USMS)
Are we still charged when our SMS fail to reach our subscribers? Is there a deliverability guarantee?
Like other SMS providers, any SMS as long as scheduled will be charged regardless of deliverability. SMS deliverability depends on a host of factors including compliances to operator and recipient country regulations. However, if you feel that our USMS service level had not been delivered as laid out in our USMS SLA, feel free to Email us.
Can companies only use USMS without subscribing to the other public cloud services?
Yes, definitely! Its just that management and operation of USMS is done within the same SCloud console as other public cloud services.
How can we get higher deliverability?
As deliverability differs based on a number of factors from sender ID, message template to regulations etc, please Email us with as much information as possible and we would be pleased to help.
SMS marketing breaches personal data regulations. How can companies overcome this?
Always ensure there is prior opt-in by the subscriber to comply with local regulations. This can be done via a phone, email or even using the SMS itself. Additionally, always ensure a procedure for un-subscription that is clearly stated in your text messages.
Other Products (Data Centre Colocation)
We are keen to explore this. What do we need to know?
We are most keen to explore this with you. Please Email us for an in-depth discussion.