Billing System and Infrastructure Upgrade - June 2016

In the first week of June, we expanded our system to offer you an even better service experience. This included moving across to new faster infrastructure, the new .io domain and a new integrated one stop billing system. 

We've included the emails sent out below with all the details including a FAQ. 

The main points that may need action are:

1. Update your payment details: As we don't store your payment method, we can't transfer it. So you'll need to make sure you have your credit card details updated in the new billing system. You can now do this from within your MantisHub thanks to our new improvements. This article goes through how to update your payment method.

2. Find an alternative to PayPal: Our new billing system will not support paypal so you'll need to arrange for a credit card for payment (or for platinum annual plans you can ask support about invoice billing)

3. Download Old invoices: If you wish to keep a copy of any of your old invoices, you can still access your old billing interface at accounts.mantishub.com (log in with account owners email addresses) to download these. The old control panel will only be available until June 30 2016. All new invoices can be access from the new system as per this article on accessing statements.

Please don't hesitate to contact us any questions you might have. We're here to help.

Thanks,
-Sandra
Customer Engagement Manager

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EMAIL SENT: May 25th 2016

We wanted to let you know that thanks in part to your continued support, MantisHub is growing and we are continuing to improve our service offering.

Within the next few weeks you’ll see some exciting changes including:

  1. New infrastructure: We’ll be moving to new hosting infrastructure providing better performance and reliability.
  2. New billing platform: We’ll be moving to a new billing system. The new billing system will be integrated into MantisHub, so you will no longer require a separate login.
  3. New domain: Your MantisHub domain will change from example.mantishub.com to example.mantishub.io (replace example with your MantisHub name). To help with the transition, we will be redirecting traffic to your old domain to the new one.

You probably have some questions right? Like...

So what's the plan?
Over the next 2 to 3 weeks, your MantisHub will be migrated initially to the new infrastructure and domain, and a little later we'll move you to the new billing system. Once your account is switched to the new billing system, we will send you an email to visit the billing portal to add your payment method.

What do I need to do to prepare for the migration?

We will not be able to move across your old statements so please make sure to download any invoices you might need.

What's the expected downtime due to this migration?

The downtime will be about 5-10 minutes. During this time your MantisHub will be disabled for migration and there will be a message indicating that your MantisHub is offline. As usual, if you notice any unexpected issues, please don't hesitate to contact us at support@mantishub.com or simply reply to this email.

How do I know that my MantisHub is migrated?

When visiting your MantisHub on the .com domain, you will be auto-redirected to the corresponding .io address. Once this happen, advise your users to start using the .io address directly.

Will the new billing system support the same billing methods?

We will continue to accept all major credit cards. We will no longer accept Paypal.

How do I get to my billing system from within MantisHub?

Login as administrator, go to Manage and then click Billing. If you are still on the old billing system, you will be asked to enter your username and password for the control panel. If you are on the new system, then you will get directly into your billing portal. This billing portal will be accessible to users with access level administrator.


We’re really excited about these new changes and we are confident that this will deliver a better experience for you!

 

EMAIL SENT: JUNE 2nd 2016

Your MantisHub has now been migrated to our new infrastructure, domain and billing system! You now have easy access to your billing portal with single sign-on for administrators of your MantisHub, rather than having a separate login credentials as per the old billing system.

Your MantisHub is now accessible via https://{yourmantishubname}.mantishub.io rather than .com.

Since we don’t store your payment method, we can’t move your billing details. Hence, you will need to re-enter your payment details and check your company contact information (phone, address, etc).

Simply log in as administrator to your MantisHub. Go to the 'Manage' page and select the 'Billing' tab. Click 'Update Payment Method' to fill in your payment information and go to 'My Account' to update your company details. Full instructions are in our KB articles on updating payment method and contact details.

Once this is done, simply reply to this email with questions or confirmation that you have updated your payment method so we can remove your account from the old billing system to avoid double billing. This may trigger a cancellation notification that you can ignore.

Please do this promptly to avoid any service interruption for your MantisHub due to billing issues.

Enjoy your new updated service!

 

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