Costs stopped updating for my customer

Products

• CloudHealth

Issue/Introduction

If you are seeing that costs in the current month have stopped updating for your customer who is being passed through the Partner Generated Billing (PGB) process, there are a few things that you can check before submitting a ticket to CloudHealth Support:

Resolution

1) Check the Partner level costs - If we view the Partner level Cost History report filtered to the customer's accounts, do we see up to date spend?

If yes - please submit a ticket to CloudHealth Support. 

If no - proceed to step 2:

 

2) Check the Partner Payer account status - Is the Partner level Payer account in a 'Critical' state?

If yes - please resolve the status of the account so that CloudHealth can resume collecting CURs for this account.  Once the status is resolved and CloudHealth has collected an updated bill, PGB processing for your customer will resume as normal.

If no - please proceed to step 3:

 

3) Check for AWS delays - Is there a delay from AWS in providing an updated CUR?  You can check this in your S3 Bucket and viewing the most recently available bills. 

If yes - please communicate with AWS to confirm on the cause of the delay and work towards a resolution.

If no - please submit a ticket to CloudHealth Support.