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FAQ: How to resolve apparent billing discrepancies between an Azure bill and Cloudyn reports RRS feed

  • General discussion

  • Overview: For Azure EA customers, Cloudyn Costs are based on the Azure bill pulled from the API (if there is a billing discrepancy, confirm that the Azure billing data is available in ACM and support can recalculate).  For CSP and Azure Direct Consumer customers,  Cloudyn Costs are based on the Azure Usage x your Azure Rate ID (if there is an CSP or Consumer billing discrepancy, confirm that the Usage data is available in Cloudyn, and that your Rate ID is correct and hasn't changed during the month, and support can recalculate).

    Please Note: Azure EA costs are the only costs which can be expected to match exactly between Azure and Cloudyn. Due to the way that Cloudyn calculates costs for CSP and Direct customers by multiplying usage x rate, Cloudyn costs are an estimate of Azure costs (which often differ by 2-3% and may differ by up to 10% lower or 15% higher than the Partner Center for CSP customers). Taxes, currency rates, and round off also cause slight differences for CSP and Direct customers. Cloudyn usually shows slightly more usage data than Azure since Azure rounds down for billing purposes.
    Please also note: Cloudyn separates VM costs into Hardware and Software in order to make more granular recommendations about how you could save money by making changes to your VMs. This can make it more challenging to exactly match costs between your Azure Bill and Cloudyn.


    Cost data is displayed differently in Cloudyn than it is on an Azure bill to show resources at a more granular level. This can make it a challenge to confirm if there is a true discrepancy between Cloudyn and your Azure bill. Here are some things to confirm before contacting support to report a discrepancy.

    1. Confirm that all of the Azure data should be available in Cloudyn according to the FAQ: Cloudyn Data Refresh Timelines
    2. Confirm that you have created custom charges in Cloudyn for one time costs that appear on your Azure bill following the instructions from the Article: Create Custom Charges and the Video: Defining Custom Charges in Azure Cost Management by Cloudyn
    3. Confirm that your Azure Rate ID is correctly set for your account following the instructions in the Video: Finding your Directory GUID and Rate ID for use in Azure Cost Management by Cloudyn
    4. Confirm that you have added your ARM credentials to view usage data in Cloudyn with the instructions in the Video: Connecting to Azure Resource Manager with Azure Cost Management by Cloudyn
    5. For more information about understanding Cost reports in Cloudyn, see the How to Guide: Use Cost Management reports and the Cloudyn help Videos

    If you need to open a Cloudyn SR to investigate a cost discrepancy between your Azure Bill and Cloudyn from:

    • Azure Portal > Help + Support > New Support Request > Service: All Services > Monitoring & Management> Cloudyn 

    Please provide Cloudyn support with the following information:

    1. A copy of your billing file and a screenshot in Cloudyn showing the difference.
    2. The value of difference between your Azure Billing file and Cloudyn.
    3. Which account, service, and day the difference is in (if you can locate this information). 

    You can also generate usage report from Azure:











    Thursday, November 30, 2017 10:27 PM

All replies

  • Update from Cloudyn Engineering January 2018:

    Cloudyn is a tool to provide a billing console to CSP’s customers. The way Cloudyn calculates costs, is by reading the usage from the Partner Center API and multiplying it by the bill rate specified by the CSP in Cloudyn. The cost presented by Cloudyn will never be identical to what Microsoft charges CSPs due to these reasons:
    1. Rate: The rate used by Cloudyn will typically differ slightly from the rate which Microsoft charges CSPs.
    2. Usage: The usage report will often differ from the data used by Microsoft to calculate CSP billing due to the following:
    a. Microsoft will not charge for the usage late arrivals: if the resource usage is reported with a certain delay, Microsoft will not charge for it, but it will still appear in the usage report
    b. In some cases Microsoft charges for future/past usage. In such cases the charge for this usage may appear in an invoice for a different period. Cloudyn has no way of knowing it.
    c. Purchases made on Azure market place (like RIs and third party).
    d. Different billing cycles than calculated in Cloudyn.

    Cloudyn makes best effort to calculate the correct charges based on the usage report. The charges calculated by Cloudyn represent a charge for actual monthly usage, but it will in most cases differ from CSP invoices.


    Troubleshooting Cost discrepancies between Azure and Cloudyn:

    1. For CSP and Azure Direct customers...

    Overview: Cost = Usage x Rate (for each Service each day during the month)

    • Cloudyn calculates cost for CSP and Azure Direct customers by collecting usage from Azure via API and multiplies it by the rate selected in Cloudyn for each service each day during the month.

    To resolve:

    • Identify the specific service where the difference in cost is between Azure and Cloudyn.
    • Identify if the Usage data or Rate ID are incorrect or have changed in Cloudyn.
    • Request to recalculate the data for the month on the back end if needed.

    Steps:

     A. Identify the Service with the difference in Cost is between Azure and Cloudyn by comparing the Cost, Usage, and Rate of each Service.

    • You should provide Cloudyn Support with a copy of your Azure invoice for the month and a screen shot of Cloudyn showing where the discrepancy is.
    • If you can't find the service where the difference is, then Cloudyn support will need to compare the Cost, Usage and Rate of every service between Azure and Cloudyn until they find the Service where the difference in Cost is.

    B. Identify if the Cost difference for the Service is in Usage, Rate, or only Cost and investigate and resolve based on the difference type:

    • Usage = Confirm that Cloudyn shows the usage data for every day in the month
      • Your Usage data for the month can be found in: Assets - Resources - Azure Resource Explorer
      • If usage data is missing, the Cloudyn team will need to investigate.
      • If the usage data is all there in Cloudyn, but Cloudyn shows about 2-3% more usage than Azure, this is because Azure doesn't charge for any usage that it logs more than 24 hours after it is used. This is a known issue with Azure, with no way to fix. (In some cases, Cloudyn may be up to 10% lower or 15% higher than the Partner Center for CSP customers.)
    • Rate = Confirm that the Rate ID is set correctly and hasn’t changed during the month.
      • Your Rate ID for the account can be found in: Settings - Cloud Accounts - Actions - Edit Subscription
      • If the wrong Rate ID is set for the service, you will need to change it and then Cloudyn support will need to recalculate the data for the month to fix the cost.
      • If the you changed the Rate ID during the month, Cloudyn support will need to recalculate the data for the month to fix the cost at the end of the month.
      • If the Rate ID hasn't been changed, the Rate ID for a service could be missing or setup with an incorrect cost in Cloudyn and the Cloudyn team would need to investigate and fix it.
    • Cost = Confirm if only the cost is different and the Usage and Rate are the same.
      • If the Usage and Rate ID are the same in Cloudyn and Azure, it usually means that you changed the Rate ID for a service during the month. Cloudyn support will need to recalculate the data for the month to fix the cost for this month at the end of the month.

    Please note: No conversion is done from USD to other currencies (since the only CSP rate card currently available is in USD) and no taxes are added for CSP or Direct customers.



    Tuesday, February 13, 2018 6:58 PM
  • Troubleshooting Cost discrepancies between Azure and Cloudyn:

    2. For Azure EA customers…

    (NOTE: This is the same process that Cloudyn uses to calculate AWS Costs too.)

    Overview: Cost = Cost

    • Cloudyn calculates the cost for Azure EA customers by downloading the billing file from Azure.

    To resolve:

    • Identify the difference in cost between Azure and Cloudyn.
    • Request Cloudyn support to confirm it has data from Azure for each day of the month in your billing file.
    • Request to recalculate the data for the month on the back end if needed.

    Steps:

    1. Identify the difference between Azure and Cloudyn.
      • You should provide a copy of your Azure invoice for the month (or a screenshot) and a screenshot of Cloudyn showing where the discrepancy is.
    2. Cloudyn Support confirms that Cloudyn has data from Azure for every day in the month.
      • If Azure data is present in the billing file for each the month, Cloudyn support will need to recalculate the data for the month to fix the cost.
      • If Azure data is not present in the billing file for the month 5-10 days after the end of the month, the Cloudyn team will need to investigate.

    Please download a copy of your Azure EA billing file and send it to Cloudyn support if you need help with an EA discrepancy issue.






    Tuesday, February 13, 2018 7:00 PM
  • Additional note about CSP discrepancies: Since Cloudyn uses the Partner Center APIs to collect usage data for CSP customers, it is a known issue that the usage  shown in the Partner Center may be higher in some cases that what the reconciliation file shows.


    The Azure utilization API provides access to utilization records for a time period that represents when the utilization was reported in the billing system. It provides access to the same utilization data that is used to create and calculate the reconciliation file, but it does not have knowledge of billing system reconciliation file logic. Consequently, you should not expect reconciliation file summary results to exactly match the result retrieved from this API for the same time period.  

     

    For example, the billing system takes the same utilization data and then applies lateness rules to determine what is accounted for in a reconciliation file. When a billing period closes all usage until the end of the day that the billing period ends is included in the reconciliation file. Any late usage within the billing period that is reported within 24 hours after the billing period ends is accounted for, but in the next reconciliation file.

     

    Please see the following article for more information about how what usage data is available via the Partner Center APIs:

     

    Please see the following article for more information about the "lateness rules" regarding how partners are billed:

    Tuesday, March 27, 2018 7:14 PM