Frequently asked questions

Here you can find answers to the most frequently asked questions about UpCloud.

Free trial

Every new user gets a 3-day free trial with no strings attached. If you would like to extend your trial period, please contact our sales team.

You will get free access to a $5 Simple plan Linux cloud server with 1 GB Memory, 1 CPU, 25 GB Storage, and 1 TB Transfer.

It is only possible to have one cloud server at a time but you can deploy, delete, and redeploy as many times as you like. Also, please note that during the trial, network speeds and certain network ports are limited.

You may keep using your cloud server deployed during the trial by making a one-time deposit of at least $10 before the trial ends.

You can upgrade easily by making a one-time deposit of $10 or more with a 30-day money-back guarantee. Visit the billing section at your UpCloud control panel to get started.

We will not charge you during the free trial. However, we may need to make a temporary $1 authorisation which is used to validate your credit card and will be refunded immediately.

We need to verify your contact information by validating your credit card details during our secure signup process.

You can contact our 24/7 in-house support via live chat or email. Check also our community page for a quick start guide and other tutorials to help you make the most of your cloud server.

Unfortunately, deploying Windows servers is not possible during the free trial. Nevertheless, as a licensed Microsoft partner, we offer cloud servers running the latest Windows Server products to our users. Contact us for more information.

New accounts in trial mode are limited to a single $5 Simple plan Linux cloud server. The server will have the firewall enabled allowing only common protocols: SSH, HTTP, HTTPS, DNS, RDP, NTP and the port range 33434-33434.

Please also note that the public network speed is limited to 100/100 Mbps during the trial. The public network speed is upgraded to 1000/1000 Mbps by default when your account is upgraded to full access.

The purpose of the free trial is to allow you to test and benchmark the performance of our infrastructure. The trial restrictions are designed to protect our existing users while providing new users with an opportunity to get familiar with our services. If you would like to test the full set of features, you can always upgrade your account by making a minimum $10 payment with a 30-day money-back guarantee.

Account & Billing

UpCloud uses a prepaid system in which your use of billed services is deducted from your account balance on an hourly basis. You need to have adequate funds on your account to deploy new services. Find out more at our guide to adding balance to your UpCloud account.

All Simple plans on your account are billed hourly up to the monthly rate cap and the hourly rate is determined by dividing the monthly rate by 672 hours (28 days). However, if your server is online for more than 672 hours in a calendar month, we will bill you on the monthly rate.

The Flexible plan is billed hourly according to our pricing for the used resources. All invoices are calculated based on UTC times.

We offer several payment methods for adding balance to your UpCloud account:

Credit cards: Visa and MasterCard
PayPal: PayPal balance, bank account, debit and credit cards (payment methods may vary by region).
Bank Transfers (Finland only): Paytrail

If you have any questions about the payment methods, please contact us.

Yes! For every new user who signs up using your unique referral code and makes at least the minimum one-time payment, you will receive $50 worth of free credits. On top of that, the new user receives a bonus worth $25 credits. Read more about the referral program here.

You can earn bonus credits to your UpCloud account by sharing your unique referral link or code with your friends. For every new user who signs up using your referral code and makes at least the minimum one-time payment, you will receive $50 worth of free credits. When signing up, the new user also receives a bonus worth of $25 credits. Read more about the referral program here.

Cloud Servers

We’ve built our data centres using nothing but state-of-the-art hardware with the goal to be the fastest cloud in the world. UpCloud’s MaxIOPS storage technology and top-grade CPU performance ensure that our servers are faster than any other. You can see the difference on our comparison pages.

The Flexible plans let you pick and choose exactly the server specifications you want while the Simple plans offer easy to use, value for money configurations. Read more about the plans here.

We offer a suite of popular Linux distributions and Windows templates for fast server deployment. These include Debian, CentOS, Ubuntu, CoreOS and Windows Server with different versions of each. You can install other operating systems manually using our CDROM library.

Yes. If you can’t find your favourite flavour of Linux among our CDROM collection, you can always create your own installation media by following our tutorial.

As a licensed Microsoft partner, we offer cloud servers running the latest Windows Server products. However, this means that Microsoft Windows licences you want to use on UpCloud must be purchased from us. By signing the Microsoft License Mobility Agreement (MLMA), you may use your existing Microsoft licences such as Microsoft SQL Server database software, Microsoft Exchange Server, Microsoft SharePoint Server and many others.
Contact us to learn more.

We currently don’t offer MS SQL licences, but by signing the Microsoft License Mobility Agreement you can use many of your existing Microsoft licenses such as Microsoft SQL Server database software, Microsoft Exchange Server, Microsoft SharePoint Server, and more.

Yes, within seconds of deploying a server! You can use SSH, VNC, RDC for Windows, as well as the convenient web Console at your UpCloud control panel.
Read more on how to connect to your server.

Not at this time. UpCloud is an infrastructure-as-a-service provider and we focus on offering the best ‘tabula rasa’ in the cloud for developers and businesses to freely build upon. However, we have an extensive network of partners offering world-class managed hosting services.
Contact us to learn more.

100%! Our entire infrastructure is developed on the principle of N+1 redundancy. For every component, theres a backup, which gives us the confidence to promise 100% Service Level Agreement against unscheduled interruptions in our cloud infrastructure. You can find the full details on SLA in our Terms of Service.

Our data centres are certified for different requirements such as ISO9001, ISO27001, ISO14001, ISO14644-8, OHSAS 18001, PCI DSS, PAS 99, VAHTI T3 and KATAKRI. Contact us for an up-to-date list of all certificates.

Yes! Our Private Cloud offers dedicated hardware exclusively to your cloud servers. No need to worry about noisy neighbours. You can find out more about at our Private cloud product page or contact our sales team.

Storage

MaxIOPS is our in-house developed storage technology, which gives you industry-leading performance and reliability. It’s leaps and bounds faster than the SSD storages found on competing providers. Check out how much faster our storage is on our comparison pages. 

Currently, we offer MaxIOPS and HDD block storage. Object storage is also in the works so stay tuned for more options!

Not at all. Every storage device, whether MaxIOPS or HDD, is fully persistent.

Each cloud server can have up to 8 storage devices 2TB each to the maximum of 16 TB of storage capacity. You can always add more storage capacity after deployment. Find out more at our guide to adding and removing storage devices.

Of course! You can take manual snapshot backups of any storage device on your server or schedule automatic backups. The backups are a quick way to restore an earlier state of your server or a simple way to archive data. Read more about backups in our tutorial.

Not by default. Full storage encryption can be challenging to install and maintain, so instead, we focus on making your storage devices secure without encryption. You are, of course, free to encrypt your storage if you wish.

Networking

Yes. Every cloud server gets a free IPv6 address unless you wish to disable it at deployment.

Yes. Each server can have up to 5 public IPv4 addresses, 5 IPv6 addresses, and 1 private IPv4 address. Find out more in our guide for attaching new IP addresses.

During the free trial, we block some ports for security reasons but after making the first payment, all ports are unlocked with the exception of the port 25.

Yes, but you must follow common good practices when sending any marketing emails. Spamming is strictly prohibited. As such the port 25 used by SMTP is blocked by default on all new accounts. You can learn more at our guide to SMTP best practices.

If the included outbound traffic runs out, we bill each additional GB of transfer according to our standard pricing at $0.01 per GB. All inbound and private network traffic is free of charge.

Yes, you can do this in our Private Cloud. Contact our sales team for more information.

Yes. Our SDN private networks and the account-wide utility network allow your servers to communicate securely. Only servers on your account can communicate via the utility network connection while with SDN private networks you get even more control over which cloud servers are connected. Your private networks are exclusively yours.

API

Yes. We have built a fully-featured API which allows you to perform all the operations available at your UpCloud control panel. The same API is used by our backend and it always has the latest features and updates. Learn more about how to get started with UpCloud API.

We have a number of different API clients to help you with getting started which are available at our GitHub page.

UpCloud allows you to create the API ID and API key yourself. Find out more in our tutorial on how to get started with API.

GDPR

Yes. UpCloud is fully GDPR compliant and we have followed similar principles for a long time, even before GDPR was introduced. Read more about GDPR and how it protects your privacy at our GDPR update.

If GDPR applies to your organization and you need a DPA to satisfy the GDPR requirements, contact our support.

We collect and process certain personal data (contact, billing and behavioural) in compliance with GDPR to enhance our services. This does not include any personal data stored on your cloud servers. Those are not accessible by UpCloud and they are under your sole discretion.

You may exercise your right to view, modify, or delete your personal data through your UpCloud control panel.

Support

Yes, always! We have a friendly dedicated team of technical support specialists available 24/7. On average, we’ll respond in less than 2 minutes! We are happy to assist with any technical questions related to our infrastructure and services but are unable to manage any of our users’ cloud servers.

You can contact us via live chat, email or phone lines in four different time zones. Find the contact details here.

We have an extensive library of support articles, tutorials, and guides to help you configure your cloud server. Check out our community pages to learn more.

Due to privacy and security reasons, we can’t access your cloud servers for installing or managing software. However, you can find plenty of easy to follow guides and tutorials on how to install commonly used and popular software in our community section.

We can help you with any technical difficulties you might experience with our services and their use. Don’t hesitate to contact us and ask for help!

Get in touch with us

We pride ourselves in offering prompt and world-class 24/7 in-house support, all year round.

If you want more information about our services or if you have experienced problems in using them, please contact us via the following channels.

Live chat

Our live chat is available for our customers 24/7, all year round. We usually respond in less than 2 minutes!

Email

Phone

Finland +358 9 4272 0661
United Kingdom +44 20 358 80000
United States +1 415 830 8474
Singapore +65 3163 7151

Locations

Helsinki (HQ)

In the capital city of Finland, you will find our headquarters, and our first data centre. This is where we handle most of our development and innovation.

London

London was our second office to open, and a important step in introducing UpCloud to the world. Here our amazing staff can help you with both sales and support, in addition to host tons of interesting meetups.

Singapore

Singapore was our 3rd office to be opened, and enjoys one of most engaged and fastest growing user bases we have ever seen.

Seattle

Seattle is UpCloud’s current base in the USA and our way to reach out across the pond to many users in the Americas.