Frequently Asked Questions and Answers Regarding the Discontinuation of the China-Optimized Product Series in Hong Kong Region

Frequently Asked Questions and Answers Regarding the Discontinuation of the China-Optimized Product Series in Hong Kong Region

Q1: After selecting Option 2, when can a new instance be created for migration?

A: Starting from July 18, we will create new instances in the specified region for users who chose Option 2 in the order of their responses, allowing them to independently migrate data.

Q2: For refunds issued via the system-generated ticket, how is the date calculated—based on usage until the 30th or the date I replied to the ticket? When will the refund be processed?

A: The refund is calculated based on the time you replied to the ticket. We will collect refund information and process refunds in bulk.

Q3: Can the traffic be reduced from 1000G to 500G or 200G instead of discontinuing the China-optimized Hong Kong region? Can pricing adjustments be made to retain services for existing users?

A: First and foremost, we sincerely appreciate your long-term support and trust. We fully understand the inconvenience this adjustment may cause to your business and deeply value your trust in us.

Regarding the Hong Kong region services, we have conducted months of cost assessments and multiple rounds of internal discussions. Regrettably, due to the continuous rise in infrastructure costs and compliance requirements in Hong Kong, neither reducing configurations nor raising prices can achieve sustainable operations. This decision involves a strategic business adjustment and is not based solely on short-term considerations.

Q4: My instance has already had its memory doubled. If I choose Option 2, can the memory be doubled again?

A: If your instance is not configured as 2C/16G, you can still double the memory by choosing Option 2. If your instance is already 2C/16G, we will compensate $10 to your ClawCloud account.

Q5: Due to the discontinuation of the China-optimized Hong Kong route, I chose to switch to Japan. However, the prepaid fees for July 15 to October 14 were adjusted by the system to end on July 31. Will the expiration date of my new instance also be adjusted to July 31?

A: The expiration date of the new instance will not be affected by the adjustment of the old instance and will remain October 15.

Q6: I am currently using the China-optimized product series in the Hong Kong region. If I migrate to Singapore or Japan, will it still be part of the China-optimized product series?

A: The migrated instance will still belong to the China-optimized product series.

Q7: What is the approximate latency for the China-optimized Singapore and Japan regions under Option 2?

A: Test IPs and Looking Glass (LG) for China-optimized cloud servers are as follows:

China-optimized Cloud Server - Singapore:

Test IPv4: 8.219.195.163

Test IPv6: 240b:4000:93:de00:ffff::

Looking Glass: https://lg.ap-southeast-1.claw.cloud/

China-optimized Cloud Server - Japan:

Test IPv4: 47.74.34.123

Test IPv6: 240b:4009:25a:1800:ffff::

Looking Glass: https://lg.ap-northeast-1.claw.cloud/

Q8: I did not receive a ticket. Does this mean my service is unaffected?

A: If you did not receive any system notification, your service is not included in this adjustment.

Q9: Can the balance refunded to my ClawCloud account be withdrawn?

A: The balance in your ClawCloud account cannot be withdrawn.

Q10: I paid to change my IPv4 address before the announcement was issued. Can I get a refund for the IPv4 address change?

A: Refunds are not provided for IPv4 address changes. If the new IPv4 address is inaccessible, please submit a ticket within 24 hours to request a free IPv4 address change.

Q11: If I choose Option 2 for the Singapore or Japan region, will there be any speed limits?

A: The current bandwidth control policy primarily applies to the China-optimized Hong Kong region. The China-optimized Singapore/Japan regions are largely unaffected by bandwidth control policies.