Contracts, Billing and SLA | Metal on Cloud Help Center

Billing dispute for Metal service

Billing dispute for Metal service Billing disputes should link invoices to assets and service dates. Steps 1. Identify invoice and service reference. 2. State the disputed amount and reason. 3. Attach contract or order reference. 4. Keep service-impact issues in the incident case. Useful information to include - Invoice ID - Asset ID - Contract reference Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026

SLA credit request

SLA credit request SLA credit requests require incident evidence and contract scope. Steps 1. Identify the incident and affected service. 2. Confirm SLA terms and excluded causes. 3. Provide impact period and evidence. 4. Wait for review and approval before credit posting. Useful information to include - Incident ID - Impact window - SLA clause Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026

Renewal and termination process

Renewal and termination process Renewal and termination must protect billing accuracy and data handling. Steps 1. Review renewal date and notice period. 2. Confirm continuation, downgrade, or termination. 3. Plan data migration or hardware return. 4. Close billing after final handover. Useful information to include - Service ID - Renewal date - Authorized contact Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026

Compliance evidence for colocation

Compliance evidence for colocation Some customers need facility or operational evidence for audits. Steps 1. Define requested evidence and audit scope. 2. Confirm NDA or approval requirements. 3. Provide available documents or attestation. 4. Record evidence delivery in the support case. Useful information to include - Audit scope - Due date - Reviewer contact Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026

Planned maintenance and customer notice

Planned maintenance and customer notice Maintenance communication should be clear, timed, and traceable. Steps 1. Identify affected assets and risk. 2. Send customer notice before the window. 3. Track start, progress, and completion. 4. Provide post-maintenance status. Useful information to include - Affected assets - Window - Risk level Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Last updated on May 18, 2026