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SERVICE POLICIES

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

To that extent, it is necessary that each client and potential purchaser bear in mind our service and support policies.

Billing Policy

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

Hosting and Services clients will receive email notification roughly 7 (seven) days before the end of your billing cycle, indicating your next billing term's service costs, and any excess utilization charges from the previous term. In order to retain your services, Nexus must receive this amount before your service anniversary date. At this time, you may contact support@nexus-iservices.com to change billing frequencies, or service plans.

Clients who have purchased Domain Names or SSL Certificates through Nexus will receive email notification roughly 30 days before your product comes up for renewal. This early notice is to provide you ample time to process your renewal, as they can be more complex. At renewal you may change your registration term to any supported term.

Should a client who's accounts remain unpaid after the due date wish to reinstate service, the client MAY, at Nexus' discursion, be charged a $25.00 reinstatement 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).

Nexus is pleased to offer an automated recurring billing option. Clients may have their billing automatically charged to their valid credit card. Automated billing must be reinstated with every new Credit Card received by the Client - it does not transfer automatically. Clients who wish to remove automated billing from their account should contact support@nexus-iservices.com with their request.

Upgrading/Downgrading Plans

Upgrades and downgrades of plans MAY, at Nexus' discretion, be charged a $25.00 administrative charge to cover the effort to process the modification in our billing system. Additionally, if a change in server is requested to process the change (due to additional space requirement of your new plan), an additional $25.00 administrative charge will apply. The decision on whether or not to waive this fee will consider the frequency in which you alter plans, your current billing level, and other customer relationship details.

Your currently paid fees are 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 fully satisfied with your services we will cheerfully refund your hosting costs (excluding any setup fees) within the initial 30 days of your service. This offer applies to first time customers only. For monthly term clients, once the initial billing term has completed, subsequent billing terms are considered paid in advance for the full billing term, no matter the portion of the billing term the client may actually use. For clients of terms greater than one month, once the initial 30 day period has passed, clients are considered to have approved the service for the entire billing term, no matter the portion of the billing term the client may actually use.

Cancellations

All cancellation 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 represent 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 obtainable at no charge, providing the utilization 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 interactions will be considered a billable expense, and it will be their option as to whether to proceed or not. Nexus will be the sole arbiter as to whether 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:
  1. Custom Script Development
  2. Special Software Installations per client request
  3. User Requested File restoration from Nexus' backups
  4. Support requests received after client has been informed future requests would become billable expenses
These services are 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 must 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 (UCE, also known as SPAM) is an intensely heated issue on the net. Whereas many people believe that email is free, there is actually a significant infrastructure investment required in order to keep up a healthy email service. SPAM erodes 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 tolerated.

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 page of the Nexus website. Where impacts are expected, and timelines allow, 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 required so as to combat high profile attacks or unforeseen technical issues. In instances where upgrades are performed without prior notice, 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, in order that they may be corrected.

It is necessary to recognize that Nexus' sphere of influence is restricted to the servers that it owns, and the datacenter(s) that they reside in. Problems 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 web site. Nexus' policy regarding sites which are established 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, 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 valid 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.


Fraudulent Activities

Nexus Internet Services utilizes FraudRecord to screen new orders for previous fraudulent activity and report existing clients who violate our Terms of Service. Nexus Internet Services reserves the right to refuse services to any potential client based on previous activity. In case of a violation, you may be reported to FraudRecord for misbehaviour using non-identifiable anonymous information.

Questions or comments concerning these policies should be directed to support@nexus-iservices.com.



Last Updated Sep-05-2014

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