SERVICE POLICIES

Nexus Internet Services (hereafter "Nexus") strives to provide you with hastle free service at every interaction.

To that extent, it is important that all clients and potential clients be aware of our service and support policies.

Billing Policy

Nexus bills clients monthly, on the aniversary date (or closest date to the anniversary date) of service inception. We do not require a minimum billing contract. Payments for services may be made via Credit Card, or Cheque.

You will receive email notification roughly 7 days prior to the end of your billing cycle, indicating your service costs, and any excess charges from the previous month. In order to retain your services, Nexus must receive this amount before your service anniversary date. At this time, you may contact sales

nexus-iservices.com to change billing frequencies, or service plans.

Clients who's accounts lapse, and wish to reinstate will be charged a $25.00reinstatement fee if the domain has yet to be removed from the server. If the client wishes Nexus to restore a lapsed domain from backup, there will be an additional $250.00/hour charge applied for the restoration activity (minimum 1hr).

Upgrading/Downgrading Plans

up and downgrades of plans MAY, at Nexus' discression, be charged a $25.00 administrative charge to cover the effort to process the change in our billing system. Additionally, if a change in server is requested to process the change (due to additional space requirments of your new plan), an additional $25.00 administrative charge will apply. The descision on whether to waive this fee will consider the frequency in which you change plans, your current billing level, and other customer relationship details.

Your currently paid fees will be prorated towards the new plan based on the process date, and your service anniversary.

Refunds

New clients are provided a 30-day money back guarantee that the services described will be provided to the subscriber. If you are not completely satisfied with your hosting we will cheerfully refund your hosting costs (excluding any setup fees) within the first 30 days of your service. This offer Applies to first time customers only. Once the initial billing term has completed, subsequent billing terms are considered paid in advance for the full billing term, regardless of the portion of the billing term the subscriber may actually use.

Cancellations

All cancelation requests must be received in writing as per the deadlines indicated to you in your renewal email. These cancellations may take the form of regular mail, e-mail, or FAX. Phone requests will not constitute acceptance of any cancellation. Your user-name and password must be provided with any such request so as to authenticate your request.

SUPPORT POLICY

Client Support

General client support is offered at no charge, providing the use of this service is not over-used or abused by the client. If a client is deemed to be over-using or abusing the support service, they will be informed that future involvement will be considered a billable expense, and it will be their option as to wether to proceed or not. Nexus will be the sole arbiter as to wether the use of the support service has become excessive, or abused.

Non-general client support is a billable expense for the client. Services which fall into this category are to include, but not be limited to:

Custom Script Development
Special Software Installations per client request
User Requested File restoration from Nexus' backups
Support requests received after client has been informed future requests would become billable expenses

These services will be billed at the then current hourly rate for technical support. This rate is currently $250.00/hour (minimum 1hr).

Backups and Client WebSite Files

The backups maintained by Nexus Internet Services are meant for internal use in the case of machine faults, so that we may restore your site to it's previous state. They should not be looked on as a means of restoring files you have deleted. You are responsible for maintaining your own backups of files which comprise your website.

E-MAIL POLICY

The issue of unsolicited commercial email (also known as SPAM) is an intensly heated issue on the internet. While many people believe that E-Mail is free, there is a large infrastructure investment required in order to maintain a healthy E-Mail service. Spam errodes that service, and often introduces hard dollar costs in order to maintain a reasonable service level for everyone. As such, Nexus takes a hard line on Spam and Spammers.

ANY AND ALL ACCOUNTS WHICH ARE SENDING UNSOLICITED EMAILS, RESULTING IN PROOF OF SPAM/SPAMMING WILL BE TERMINATED, AS PER THE TERMS AND CONDITIONS OF HOSTING. ANY AND ALL COSTS ASSOCIATED WITH CLEANUP OF SAID SPAM WILL BE CHARGED TO THE CLIENT. AS PER THE TERMS AND CONDITIONS OF HOSTING, ANY LEGAL FEES INCURRED IN ORDER TO RECOVER CLIENT CHARGES WILL ALSO BECOME BILLABLE TO THE CLIENT.

Simply put - SPAM will not be tollerated.

Service Availability

Nexus maintains it's servers to high standards of availability, approaching 99.999% availability outside of scheduled upgrade times. All scheduled upgrades will be posted to the News, or Datacenter News page of the Nexus website. Where impacts are expected, and timelines permit, notifications with no less than 1 month advanced warning will be provided to all clients by email, at the email address that they have registered with Nexus.

Occasionally, unscheduled upgrades are needed in order to combat high profile attacks or unforseen technical issues. In these instances, upgrades will be performed without prior notice, and a notification will be sent to registered clients after the fact. While all care is taken to ensure that these unscheduled upgrades are performed with minimal impact, there may be an occasional client facing issue that is found. Please be sure to bring these issues to the attention of the support area as soon as you notice them, so that they may be corrected.

It is important to recognize that Nexus' sphere of influence is limited to the servers that it owns, and the datacenter(s) that they reside in. Issues which affect the Internet at large, or are client specific (and not an issue on the servers) are beyond Nexus' control. Should it be desired that Nexus become involved in a Client specific issue, the Client must authorize this, and acknowledge that such activity will occur billable charges to their account, in advance of any activity by Nexus or its designates. Such billable charges will fall in line with the then current Support Policy

PHISHING POLICY

In recent years a new class of internet scourge has been identified - the Phishing website. Nexus' policy concerning sites which are set up solely for the purpose of obtaining information fraudulently is simple. Upon the first identification that the site in question is being used to harvest information, the website will be taken off line, and all access to the site disabled through all means, and the site owner be contacted to explain what the site is doing. Should we be requested by a legal authority, any and all information we have on the owners of the site, will immediately and completely be provided to said authorities.

Nexus will not be part of any illegal activity and will comply fully with all legally authorized investigations.

Questions or comments concerning these policies should be directed to supportnexus-iservices.com.

Last Updated 15-July-2011