XWiki Cloud FAQ

We have gathered below some of the frequently asked questions about XWiki Cloud
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Trials and subscriptions

What will my cloud subscription cost?

Our cloud pricing starts at 1 €/user/month at the bronze level. The pricing varies depending on the number of users and the service level. Please check out the pricing page to see the exact cost for your needs.

Can I try it for free?

Sure, you can go to try.xwiki.com and create a free demo instance.

Can I extend my trial?

You can extend your trial another 2 times. You get a total of 3 trials, 10 days each.

Can I convert my trial into a paid instance and keep my data?

When you make a purchase, you'll have the possibility to click a checkbox saying "I want to keep my DEMO data".

What is a user and how are users counted towards billing?

A user is any user that can log in to XWiki and exists in the Users Administration. Logged out visitors are not counted towards the number of users.

Purchases

How can I purchase a cloud instance?

To purchase a cloud instance you should:
  • Create a cloud demo from the XWiki website. You will get an email to validate your cloud instance.
  • After you validate your instance you can click the “Buy” button located at the top of the wiki. BuyCloud.png
  • You will be directed to the shop, from which you can select the cloud offering XWikiShop.png
  • After that you can select the number of users and the support level. SelectCloud.png
  • After clicking “Buy” you will be able to make the purchase. After the purchase, you will receive a confirmation for your order (and the receipt) by email.

What payment options do you accept?

We strongly recommend payment by credit card or PayPal. We also accept payment via wire transfer, however the cost of the services will be 30% more.

Can I set up recurring payments?

Yes, recurring payments are available through PayPal.

Can I get a refund?

You can get a refund for XWiki Cloud during the first month for monthly subscriptions and within 30 days of payment for annual subscriptions.

How can I ask to cancel my subscription?

You can cancel your subscription by going to your XWiki Network account from your wiki instance, on the Subscriptions tab. There, access your current active subscription and click on the "Cancel Subscription" button.
If you need assistance with this step, don't hesitate to contact us or create a ticket on the XWiki Network.

How can I upgrade / downgrade my plan?

If you already have a cloud plan, but your needs have changed and you wish to upgrade or downgrade your plan, you can make a new purchase according to your needs. The remaining time from your prior plan will be converted to the price of the new plan that you select. This will result in the extra days being added to the expiration date of the new plan.Steps to follow:
  • Click on the "?" button in the top right corner of your wiki and then choose "Buy or Renew".
  • Then you go to the Shop where you can choose the new plan.
  • Select your plan, the number of users and the support level (you can find more information here).
Please note that as a protective measure, when needing to upgrade or downgrade your plan and you have an active subscription, you would first need to cancel it before ordering a new subscription with the desired plan options. This step is not currently automatic as a client protective measure imposed by PayPal in order to avoid providers (in this case XWiki SAS) having direct access to your bank account.

My business is based outside France. How to I avoid being charged for VAT?

As a VAT registered business in France, we charge VAT to non-VAT customers in the EU. We don't charge customers in the EU who are VAT-registered. To avoid being charged please fill in your VAT Registration Number in your Company information, in the XWiki Shop Profile.
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Discounts

Do you give discounts?

XWiki is cheaper if you buy directly with a credit card or through PayPal. By purchasing a yearly subscription you get two free months.
Additionally, XWiki is free for Open Source projects at Bronze level.
We also offer a 50% discount on XWiki services for NGOs.

How can I ask for an NGO discount?

In order to ask for your NGO discount please contact us.

How can I benefit from the free offer for Open Source projects?

Open source projects that request a cloud wiki, will be able to host their wikis with XWiki SAS at the bronze level and receive regular updates (technical support not included). Open source projects may also request free licenses for XWiki Pro apps. Projects that wish to create a cloud wiki or ask for Pro app licenses, should meet the following criteria:
  • the project should be licensed under a license listed on the Open Source Initiative website
  • the project source code should be available for download
  • the wiki instance on XWiki Cloud should be accessible to the public
  • the request should be made by the project lead or a committer
To apply for a cloud wiki all you have to do is fill in the form on the Try XWiki page and create a new cloud demo instance. In the form, you should specify the following information:
  • the project name, URL and a short description
  • the open source license used
  • a link from where the source code can be downloaded
Once you've filled in the information and created your instance, we'll reach out to you as soon as possible to validate your request.

Support

What is the difference between cloud support and the open source community support?

With professional support, you are guaranteed that your issues will be tackled by the XWiki team, under an SLA. Community support is offered by community members, in everyone's free time, with no guaranteed response or response time.

How can I contact the XWiki Support Team?

To contact XWiki Support, you should create a ticket on XWiki Network (click the question mark icon at the top of your wiki as seen below, then click "Report an issue"). ReportIssueCloud.png
You can also send us an email to support@xwiki.com.
When reporting an issue:
  • Prepare a minimum reproducible case (steps to reproduce)
  • Include error messages and the events or actions leading up to the problem
  • You should also provide:
    • The link to the affected page
    • A screenshot highlighting the issue
    • The full error-message (if one is displayed)
    • Browser details

What languages do you offer support in?

Our support team is ready to answer your questions in English and French.

How do I report a product bug or a feature request?

To report a product bug or create a feature request, please use the XWiki open source project's Jira tracking software.

How do I get access to XWiki Pro if I'm a Silver+ customer?

XWiki Cloud does not come with XWiki Pro installed by default. We prefer to give our clients the choice of whether they want to install it or not on their wiki. To get access to XWiki Pro please install the trial version, then contact our support team to validate it.

What does support for XWiki Pro include?

Support for XWiki Pro includes:
  • Technical support for the Pro Apps
  • Technical support for your XWiki instance

How do I set up my custom server name if I'm a Silver+ customer?

Our Silver+ XWiki Cloud users benefit from custom server names. When setting up a custom server, the first thing to consider is purchasing a security certificate. It's important to note that you own this custom domain, which is why we request from you the security certificate that will be used to provide a secure connection. After you send this to our support team, there is one setting you'll need to add to your instance (your wiki's CNAME should point to "cloud.xwiki.com." - the final dot is important :) ). Finally, please recontact the support team so we can make the final settings.

How do I import existing data from my on premise instance to cloud?

When you do an import to your cloud instance please import only the content from your exported package, so you don't overwrite standard XWiki pages. To achieve this you should:
  • Go to Administration > Import
  • Upload the backup package
  • Click on the package, then click "select none"
  • Check only the content pages that you need to migrate from one wiki to the other
  • From the XWiki space, select only the users and groups
  • Click "Import"
After doing the import you should test that the wiki works as expected (e.g. look at whether you can view/edit the imported pages, whether they look OK, check if the users section in the global administration displays the users properly etc.)
For more complex imports from XWiki or other tools we also offer dedicated data import services.

How is my data hosted and secured?

Our cloud services are hosted with OVH, in France. OVH is ISO 27001, SOC 1, SOC 2 and GDPR compliant. Security fixes will also be applied to your wiki, either on instance upgrade or through security patches. Additionally, instances come with the Antivirus app preintalled, which protects attachments uploaded to XWiki pages by scanning them for viruses and malware infections.