Billing 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:

   Verio, Inc.
   P. O. Box 974727
   Dallas, TX   75397-4727
   USA

   Wire Transfer Information:

   Beneficiary: Verio, Inc.
   JPMorgan Chase Bank, N.A.
   1717 Main Street
   Dallas, TX   75201
   ABA (Routing) Number: 021000021
   SWIFT# CHASUS33
   Account Number: Please contact our billing team to receive the account number.

   Payments sent via courier services such as UPS or FedEx should be sent to:

   Verio, Inc.
   LockBox No. 974727
   TX1-0006
   14800 Frye Road
   Fort Worth, TX   76155
   USA

2. Payment for services can be made with an American Express, MasterCard, Discover, or Visa credit card. We also accept International Money Orders, Money Orders, and business or personal checks sent directly to our remittance address. All payments should be posted in United States dollars.

3. All new customers are required to agree to our online Server Agreement. A copy of the agreement will also be sent to the email address listed on the account. Please do not fax or mail a copy of the agreement since it was agreed to online.

4. If the customer orders a Server after the first day of the month we will prorate the first month's service fee. Only the first month's service fees are prorated. All monthly service fees thereafter are billed for the entire month and are not prorated upon cancellation.

5. Once an 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 the 1st 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 on invoice date. If the customer is paying with other methods (money order, check, etc), payment should be received at our office by the invoice date. If the monthly invoice balance is left unpaid after the invoice date, account(s) are subject to being disabled. 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 via e-mail sent to our Service Staff at vps-service@verio.net. Examples of such requests include, but are not limited to: adding additional MB of space to a VPS, adding additional domain names to an existing VPS, or requests for termination or disablement of a Server account.

8. All clients are responsible for backing up their own files separately. We provide three levels of backup, the first two on disk, and the third on an off-server backup library. Should the customer need to restore a file found on the primary and secondary backups, there will be no charge. For each file retrieval from the tertiary backup, or the off-server backup, there is a charge of $100.

9. A $25 service fee will be charged for all invalid credit card information and/or returned checks.

Server Policies

Also see the Verio Acceptable Use Policy.

1. Unsolicited E-mail Policy Unsolicited e-mail or "spam" originating from a Verio account or associated with one of your Verio accounts is not tolerated. This INCLUDES any e-mail that promotes web sites hosted on Verio 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 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 eactivating 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 problem report using the Online Problem Tracking System.
   2. Send e-mail to our Support Staff at vps-support@verio.com. 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 1-800-905-7675. 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 cgi 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.

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.

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.**