What type of Support do you provide?

We do not provide support for server configuration issues or application issues at this time. We only provide support for hardware, network connectivity, and other internal services. Support is handled through the user account support ticket system located within the dashboard's top banner under Support & Feedback.

Support tickets will receive a response within a few hours during normal business hours (9am - 5pm PT), Monday - Friday. All after hours support tickets will be responded to the next business day.

Do you offer support for my applications?

We do not provide support for any software or applications you have added. You can provide Full access to a developer, DevOps Administrator, or third party provider through SSH Access.

Do you offer Premium Support?

Not at this time but we are working toward providing this in the future. What services/support would you like to see?
Let us know here.

How and what am I charged for?

You will be charged at the start of each month for the hours used for each of your active servers you created within your account. You are not charged for the amount of applications, databases, or other services you add to your servers. Since the hours per month are differet, this means that your monthy bill will be different. We do not restrict the amount you can add to your servers that can fit within your server components/ fit within your servers capacity See Tier GB size. For pricing see here. Cost and capacity depends on what Server Tier you select.

Can I prepay?

Not at this time, but we are looking to add it in the future.

When will my card be charged?

Billing occurs between the first and fifth day of each month. We will invoice and automatically charge your account's payment method for the previous month's usage.

What forms of payment do you accept?

We accept Visa, Mastercard, American Express and Discover. Note that when you add a card, we may send a temporary pre-authorization request (usually less then $1) to the issuing bank. This pre-authorization charge is immediately released by GitShack but may take a few days to clear from your card depending on the bank.

What will cause my service to be disconnected?

See Terms and Services and acceptable use policy for full detailed description.

How do I remove my card from the account?

There is no way to remove your card from your account. An active card needs to be added in your account to keep your servers active. However, you can change your card at any time. If you wish to remove your card, then you will need to close your account.

How do I close my account?

In order for you to close your account you will need to meet the following requirements:

  • Delete all your Active Servers.
  • Pay any outstanding charges.
  • Contact Us to get your account removed

Will I get charged if I don't have any Active Servers?

You will get charged at the start of the month for any un-piad hours used by your servers for the previous month. So if you Delete your server within the first few hours, at the end of the month you will be charged for those hours. If you do not have any hours used for the month, then there will be no charge. We do not charge you for keeping your account. You only get charged for the server hours used.

What is your Refund Policy?

We currently do not offer any refunds. If you have a dispute with the charges then please Contact Us to get it resolved.

Why do I need to select a region?

The Region is the datacenter where the Server is hosted. The location of the datacenter can impact the load times of your application so it is best to choose the closest datacenter to your users. If there is no general location of your user base, then it might be best to choose the closest datacenter to you or your developer.