F.A.Q.

Ninescontrol Help and FAQ

Introduction

NinesControl is a database as a service that lets you easily provision, monitor and manage the most popular open source SQL and NoSQL database clusters with some of the leading cloud providers; AWS, GCE and Digital Ocean.

Your database cluster is ready for real-world production usage from the start with automatic cluster and node recovery. Backups are taken automatically and stored encrypted and securely.

NinesControl launches cloud instances on your behalf (BYOI - Bring Your Own Instance) which means you have full control and access to your instances. We use whitelists, firewall configurations, and key based authentication to ensure only NinesControl and you have SSH and database connectivity to your hosts.

Why use NinesControl?

  • Use the best database for the job.

    • Percona XtraDB Cluster 5.6/5.7, MariaDB Galera Cluster 10.2
    • MongoDB Inc 3.6, Percona Server for MongoDB 3.6

  • Automated and manual backups uploaded to your cloud storage
  • Restore your cluster from backups downloaded from your cloud storage
  • Comprehensive monitoring with automated cluster and node recovery
  • We continuously collect host and database statistics and are monitoring for issues such as network splits, node crashes or backup failures.
  • You can configure notifications to be sent to third party incident management services such as PagerDuty, Opsgenie or chat services like Slack.
  • Flat monthly rate. Know what you are paying for based on only the size of your cluster.
  • 24/7 Enterprise Support option for increased SLA levels and response times.

Which cloud providers do you support?

We currently support three public cloud providers; Digital Ocean, Amazon AWS, Google Cloud Engine.

Pricing and Billing

How are my database cluster billed?

We charge a flat subscription rate per database node per month. You can see how much a specific cluster costs by going into your profile and open the billing settings.

Your subscription billing date is determined by the time you upgraded your cluster to a paid plan.

For example if you upgraded your cluster on the 3rd then you will always be billed on the 3rd of the month and we bill you in advance.

Upscaling or Downscaling the number of nodes?

Adding or removing nodes to your cluster results in a charge adjustment.

In this example we assume you have 3 database nodes and billed $90 on the 1st of each month. Halfway through the month (i.e., 15 March) you decide to add an additional node at the cost of $49 (per node) with a new subscription plan of $120 per month.

Since you have used half of the current billing cycle, the unused portion of the previous subscription plan results in a credit of $45.

The cost of the new subscription plan for the rest of the month (billing cycle) is $60. The total prorated cost of switching from 3 nodes to a 4 nodes cluster is $135 for the month and is added to the next month's invoice.

You are not billed at the time the subscription plan is changed. The next invoice on April 1st will reflect the new subscription plan for $120 with a prorated charge of $15 for that month only.

What about a free trial period?

We enable by default a trial period of 14 days on your paid plan. After the trial period ends we will start to bill you for current month prorated for the free trial period.

What is your SLA?

The Professional paid tier comes with email support with a response time of 1 business day. We offer an enterprise tier with 4h response time.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, JCB, and Diner's Club

When am I charged for the service?

Your subscription billing date is determined by the time you upgraded your account to a paid plan.

For example if you upgraded your account on the 3rd then you will always be billed on the 3rd in the month and we bill you in advance.

Do you offer Refunds?

Yes, you can cancel the service and get a refund within 30 days of creation. Please contact support@severalnines.com

My Account

How do I cancel the subscription for a database?

You can cancel the paid subscription for a cluster by going to the Billing Settings page on the site or contact support@severalnines.com. No further charges will appear for that database cluster after the current month.

How do I cancel my account?

We hate to see you go! You can cancel/delete your account anytime, just contact support@severalnines.com.

Do we charge for the bandwidth?

Our flat monthly rate only considers the size of your cluster. We keep outgoing data bandwidth to the minimum in order to keep your costs down since the cloud instances are owned by you (BYOI) and not NinesControl.

How long are my backups available? What is the retention period?

By default backups are stored with these retention periods

  • 1 daily backup stored 7 days
  • 1 weekly backup stored 1 month
  • 1 monthly backup stored 1 year

Technical

What versions of the database vendors do you offer?

  • Percona XtraDB Cluster 5.6/5.7, MariaDB Galera Cluster 10.2
  • MongoDB Inc 3.6, Percona Server for MongoDB 3.6

Do I get superuser access to my database cluster?

Yes, you get full superuser access to your server. You can then create additional users and databases.

How is my data protected?

Our service is hosted at Amazon AWS using several availability zones and regions. We have fault-tolerance and redundancy in place to make sure the service is up and running at all times.

Your database are deployed on encrypted volumes where possible and we follow security and compliance best practices outlined by each cloud provider.

How can I connect to my database?

After a successful deployment your databases are accessed via their public IP. You see an example of a connection DSN from from the overview page for each cluster.

How do I upgrade my server size?

You can use your cloud provider's console to stop an instance, change the instance type and then start the instance again.

Is my database backed up?

Yes we perform automatic incremental backups every hour and ship it to your cloud storage for safe keeping. The default backup/cloud storage retention period is N days.

How do continuous backups and restoring from a backup work?

@todo check w/ simon and alexander

Do you have an API?

Not at the moment. It's on a the roadmap.

Where are your data centers located?

We are hosted on Amazon AWS in the US West (Oregon) region and our failover site is in US East (N. Virginia) region.

Can I deploy load balancers?

@todo Leave out? .No not at the moment however it is on the roadmap.