Uptime Cloud Monitor Pricing FAQ

As of July 1, we have obsoleted all the old CopperEgg pricing plans in favor of a single uniform plan going forward.

Please contact customerservice@copperegg.com with specific concerns about your account.  We will post answers to common questions here for your convenience!

Top 2 FAQs

  1. Why is my bill so large this month?

    We are moving to billing reserve capacity in advance for a month, in exchange for providing it at a discounted rate. So if you are reserving capacity, the first month you move to the new plan you will see what appears to be a "double bill" - the in arrears billing from your current plan, and then the in advance reserve billing from the new plan.  Depending on your usage and how it lines up against our new pricing there may be other reasons for a bill change but the move to billing in advance for reserved capacity is likely the majority of it.

    You don't have to be billed in advance if you don't want to be - you are always free to not reserve any capacity, and pay in arrears, at the listed on demand rate. However, once you have purchased reserve capacity for a given month, that amount is not refundable.

  2. Why didn't I hear about this change before now?

    We have tried to communicate this change to all customers in advance. We sent an email about these changes on June 1, 2015 to the billing contact on each account and a wider followup email on June 24, 2015 to every admin user on each account. We do get bounces from these communications all the time; please make sure your billing email information (by your credit card information in Settings/Subscription Settings) and the emails for the users on your account are up to date so you can make sure and get these communications. 

Billing

  1. Receipts are sent out via email on the first of each month to the billing email address on the account. This is configured alongside your credit card information in Settings/Subscription Settings. Please keep this email address up to date, we use it as the primary channel for business correspondence.
  2. All your detailed historical billing statements are available in Settings under Billing Statements.
  3. You can see your month to date on demand charges in Settings under Subscription Settings/Current Subscription and you can see your complete usage details of each feature in Settings under Account Activity
  4. You can choose to pay with a credit card, or if you are paying over $500/mo you can arrange to prepay by contacting sales@copperegg.com.
  5. We accept all major credit cards: Visa, Mastercard, American Express, and Discover.
  6. We do not store your credit card information ourselves. We use Chargify, a PCI Level 1 compliant provider, to do our billing but they do not retain that information either; your card information is stored in a secure "vault" by Authorize.net, a PCI compliant payment gateway.

Sales Tax

  1. Texas based companies only are subject to Texas state sales tax for data processing services, which is 8.25% on 80% of your total bill (for a net rate of 6.6%).
  2. If you are TX sales tax exempt, send a PDF of your tax exemption certificate in to accounts@copperegg.com and we will exclude you from sales tax collection.

Volume Discounts

  1. Volume discounts are available to all customers, and are automatically applied to your account if your reserve charge is large enough to qualify for a specific discount tier. You can see the discount levels by clicking the "Volume Discount" link in your Subscription Settings.
  2. Discounts are reflected as a credit applied to your bill at the beginning of the next billing cycle, not on the current end of month bill. So if you reserve $1000 in usage for June and pay in advance for it, then the appropriate credit will appear on the next bill.

Reservation

  1. You can reserve usage (pre-buy it a month at a time) to take advantage of lower reserve rates for monitoring. Reserve rates are 20% lower than on demand rates.
  2. You can view and change your reservation in Settings under Subscription Settings.
  3. You never have to reserve!  You can set all those to zero and just pay on demand rates for what you use.
  4. We recommend reserving as much capacity as you are confident you are going to use. If you regularly use 10 detailed server monitors and 10 probes, reserve them to save. If your usage varies, you will need to balance the potential savings against the fact that you are paying for the reserved monitors whether you use them or not. Reviewing previous months' usage can help you choose the right reserve level.
  5. Reserve charges are billed in advance at the end of the month for the next month. This means that the first month you reserve capacity, your bill will seem larger than expected because you are essentially pre-buying those hours for the month.
  6. Reserve levels can be changed at any time, it is not locked in for a longer period.
  7. If you increase your reservation during the month, you immediately get a pro-rated amount of additional hours, added to that month's bill. So if halfway through the month you add one reserved server, you would get half a month worth of reserve hours and have half of the reserve amount applied to that month's bill.
  8. Reduction in reservation only takes effect the next month (in the charges on the end of the current month). So if halfway through the month you remove one reserved server, the reserve portion of your bill for the month will be lower by one server.

Frequency and Pooling

  1. Reservation is done on a per monitor type basis, including frequency.  For example, when you reserve probes, you might reserve 3 probe stations at 15s frequency. 
  2. However, to give you additional flexibility, these reserve hours are pooled, and you can use them for other monitor frequencies of the same type proportionally based on sample rate. For example, if you reserve 3 15s probe stations, you could use that reserve capacity to run 12 60s probe stations instead (since a 60s frequency probe station samples at 1/4 the rate of a 15s frequency probe station), or any mix of probe stations and frequencies. 

Grandfathering

  1. To reduce complexity, we are only offering one plan and all old plans and existing discounts are being deprecated in favor of a single standard plan with standard volume discounts.  However, if you are currently a prepaid customer, you may maintain your current plan until the end of your prepaid period, at which point you will move onto the new plan.  In the future, however, prepayment will not lock in a given plan.
  2. Old free plans (Cloud Performance Monitor, for example) are also being removed (converted to paid plans) at this time.

Servers

  1. Standard servers gather CPU, memory, health, etc. metrics for each server the CopperEgg collector is deployed on. 
  2. Detailed servers gather per-core and per-NIC information as well as process lists from the monitored servers.
  3. Both types gather metrics at a 15s frequency.

Probes

  1. Probes are charged for based on the number of stations that are executing the probe and by the frequency of the checks. 
  2. Published prices are for one probe station at a 1 minute frequency. Pricing is proportional to frequency (e.g. a 5 minute probe station costs 1/5 what a 60 second probe does).
  3. We currently require a minimum of 3 probe stations per probe to avoid false alerts. The Internet is a dodgy place and a single probe request from one network location can fail for many reasons. Remember a probe isn't just checking to see if your service is up, it is checking the entire network path from the probe location to your server.

Custom Metrics

  1. Custom metrics are charged for based on the total number of metrics you are gathering and by the frequency of the custom metric. For example, if you define a custom metric group with 10 metrics and a frequency of 1 minute, and then collect that metric group from 5 different servers (creating 5 custom metric objects), you have 50 metrics of 1 minute frequency. 
  2. Published prices are for one metric at a 1 minute frequency. Pricing is proportional to frequency (e.g. a 5 minute custom metric costs 1/5 what a 60 second custom metric does).

Web Apps

  1. Web apps (RUM) are charged by the page view. When you reserve a RUM app it includes 100,000 page views.If you have one Web app that serves out 1M page views, you can just reserve 10 RUM apps to get that total of 1M views; you are free to use those views across however many actual apps you desire.
  2. On demand use is billed in increments (chunks) of 10,000 page views at the slightly higher on demand rate.

AWS

  1. Monitoring of AWS resources is charged per the AWS monitored entity - one EC2 instance, one EBS volume, one RDS instance, et cetera. 
  2. You can control and exclude which entities are being monitored from your AWS account in the AWS tab under Accounts; edit the account to set fine grained monitoring by service type and region. 
  3. We gather this information via the CloudWatch API on your behalf. Remember that Amazon has a small incremental charge for CloudWatch API access and that they have a default per-account limit on CloudWatch requests you may need to have raised.

Cancellation

  1. You can cancel your account any time, there are no long term contracts. At the time of cancellation, you will be responsible for any current charges and any open balance. Just contact customerservice@copperegg.com to cancel.
  2. After you cancel, your account and all its data will be deleted.  Use our API to extract any data you want to keep before cancelling.
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