Billing, Server and Support Policies

The following policies refer to our billing, server and support. Please read and abide by these policies.

Billing and Payment Policies

1. The initial setup fee and first month's service fee will be billed to your credit card before your server will be activated. If you have chosen an alternate payment method (check, money order, transfer, etc.) we must receive the set-up fee and first month's service fee in our office before we will activate your account. The setup fee is non-refundable.

   • Payments can be sent directly to:

     Aplonis Corporation
     PO Box 231024
     Portland, OR 97281-1024
     USA
     
     
2. Payment for services can be made with an American Express, MasterCard, Discover, or Visa credit card or debit card. We also accept Money Orders, and business or personal checks sent directly to our remittance address. All payments must be posted in United States dollars.
   
   
3. All new customers are required to agree and adhere to our Terms of Use Agreement.
   
   
4. If the customer orders a Server after the first day of the month we will prorate the first month's service fee. All monthly service fees thereafter are billed for the entire month and are not prorated upon cancellation.
   
   
5. Once a server order has been processed, the Server configuration information and first invoice will be sent to the customer directly via e-mail.
   
   
6. Customers receive a monthly invoice on or about the third week of every month via e-mail (no paper copy of the invoice will be sent). If the customer is paying with a credit card, the credit card will be charged prior to the due date. If the customer is paying with other methods (money order, check, etc), payment should be received at our office by the due date. If the monthly invoice balance is left unpaid after the due date, account(s) are subject to late charges, interest fees, and disablement. Notice of disabled accounts will be sent to the customer via e-mail.
   
   
7. Requests for modifications to an account, or anything that requires a charge or invoice, must be requested through our Customer Portal. Examples of such requests include, but are not limited to, adding additional space to a server, adding additional domain names to an existing server, or requests for termination or disablement of a server or account.
   
   
8. All requests for cancellations must be received prior to the due date. Cancellation requests must be in writing and submitted through the Customer Portal and associated with the specific product. Verbal, SMS or email requests are not acceptable submissions for cancellation requests without written authorization.
   
   
9. All requests for transfers or changes to DNS must be in writing and submitted through the Customer Portal and associated with the specific product. Verbal, SMS or email requests will not be accepted without written authorization.
   
   
10. Clients are responsible for backing up their own files separately. Log into your control panel and use the Backup system.
    
    
11. A $35 service fee will be charged for all returned payment items.

Server Policies

Also see the Aplonis Acceptable Use Policy.

1. Unsolicited E-mail Policy Unsolicited e-mail or "spam" originating from an Aplonis account or associated with one of your Aplonis accounts is not tolerated. This INCLUDES any e-mail that promotes web sites hosted on Aplonis account but is sent from an e-mail address not associated with that account.
   
   
2. Use of distribution lists via unsolicited electronic mail or other mass electronic mailings is strictly prohibited. The Provider reserves the right to deactivate the Client's Server account(s) upon an indication of such activity.
   
   
3. Activities Subject to Immediate Deactivation: Any Server that is used for illegal, abusive, or unethical activity may be immediately deactivated by us without warning to you. Illegal, abusive or unethical activities may include, but are not limited to, pornography, obscenity, nudity, violations of privacy, hacking, computer virus, gambling, or promotion of gambling, and any harassing or harmful materials or uses as determined by us. You agree to indemnify and hold us harmless from any claim resulting from your publications or use of illegal, abusive, or unethical materials. Although we will make a reasonable effort to alert you to such activities and allow you an opportunity to cure them within a 12-hour period after discovery, we are not required to give such notice before reactivating your use of our services if, in our discretion, your use is or results in illegal, abusive, or unethical activities. If a Server is disabled, the regular monthly fees still apply until the Server is terminated by the Client.

Support Policies

1. Technical Support can be obtained in three ways:
   
   
   1. Submit a ticket using the Customer Portal.
      
      
   2. Send e-mail to our Support Staff at This email address is being protected from spambots. You need JavaScript enabled to view it.. Please include your IP address, domain name, and a detailed synopsis of the problem.
      
      
   3. In a "server down" situation or other emergency, call us at 1-800-365-3890. If your problem cannot be resolved by our Tier 1 support staff, it will be escalated via email to our Tier II support staff.
      
      
2. Our Support Staff is largely responsible for supporting our customers by isolating specific problems that may be encountered while using our Servers. Realistically, our Support Staff cannot focus large amounts of time fulfilling programming-specific script requests (this includes debugging). Our Support Staff will troubleshoot specific programming problems that may be encountered insofar as they are related to installation and configuration in the Server environment. Requests for support on services that fall outside of our server support will be billed at $100 per hour with a half-hour minimum.
   
   
3. Our Support Staff can offer recommendations and direct the Client to the necessary resources that will allow them to create what is necessary for their express purposes. Keep in mind that we offer technological expertise with our Servers and not web development. See, our Professional Services area for information on these types of services.
   
   
4. We do not expressly support third party vendor products that are not documented in our existing "add-on" library on our web site. If you have a problem related to such third-party applications and your problem is not specific to installing or running the program on one of our servers or if the problem is beyond the scope of our support staff, your question should be referred to the vendor of the program.

** Some features of the VPS require that the server administrator have medium-to-advanced technical abilities. UNIX experience is also helpful. Although our Support Staff is always available to address specific problems you may be experiencing, our support is geared towards users that have a basic understanding of web hosting.**