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Frequently asked questions 🤔
Service Level Agreements (SLA)
Service Level Agreements Guarantee of Availability Carbone Services were designed with stability and performance in mind. Our system leverages automatic healing and fail-over in case of server failure using multiple methods of uptime and performance monitoring. On top of that, our team is working around the clock to prevent and minimize any disruptions and provide optimal performance around the globe. Availability in this SLA is calculated based on the cumulative Downtime for a given ca
What is a "render" ?
A render, is a "credit" unit for using the Carbone Render API or Carbone Studio. One credit can be consumed: when a report is generated and the JSON dataset size is lower or equal to 800KB when a report is generated and downloaded images size are lower or equal to 800KB when you exceed your template storage limit On the Carbone Render API, the credit is decounted when the endpoint POST /render/:templateID is requested.
Can I stop my subscription at anytime?
Carbone Render and Carbone Studio have monthly billing plans, so you can switch to our free plan at any time. If the subscription is cancelled, the entire month is billed.
Do you offer a special service to make reports entirely?
Yes, please contact us on the chat or at firstname.lastname@example.org.
Can I get a refund?
If you have started using your subscription, no refund will be provided.
Are prices VAT-inclusive or not?
The VAT field only applies to EU companies that are VAT registered and have an EU VAT number. Once a valid number has been entered, the applied tax may be removed according to regulations about intra-community transactions. The VAT field should be left blank for anyone outside the European Union. All the prices featured on our website do not include VAT and are subject to the French VAT.
What is the "Integrated philanthropy"?
2% of our hosted solution revenues will go to charity in three domains: open source software we love ♥️, education 📚 and environment 🌿.
How the billing works?
You can choose a monthly subscription or a yearly subscription. In both cases, the subscription is invoiced at the beginning of the period. For render subscriptions, if you surpass the limit of renders included in your subscription, additional renders will be charged at the beginning of the next period, along with the renewal of your subscription.
Can I have more renders ?
You can upgrade you plan on Carbone Account (account.carbone.io). If you do not find what you want, please contact us at email@example.com or use the live chat.
Is it free to cancel a subscription?
Canceling a subscription is free except if you have additional renders. For example, your subscription allows you to render 1000 renders per month and you render 1100. When you will cancel your subscription, 100 additional renders will be charged.
Can I easily upgrade or downgrade my subscription?
Yes, from your Carbone Account, you can change your subscription to monthly or yearly. When you downgrade your subscription, the price of the new subscription will not be charged. The only thing that can be charged are your additional renders if you have some. When you upgrade your subscription, you will pay the price difference between your current subscription and your new subscription, and your additional renders if you have some.
What is the "Premium Designer Support"?
A Carbone expert helps you to design your template with the Carbone syntax and make your dream report a reality.
Can I only purchase the priority support?
We don't provide this kind of service. The best solution is to subscribe to a plan to get access to our support.