User manual

Credits, Billing Suspensions, and Exceptions

One of the unavoidable realities of having Internet service is that you will, at one time or

another, need billing adjustments because of either personal issues, or issues totally out

of your control. Hopefully this section will help make that future need a bit easier to fulfill.

When Can I Suspend Billing Temporarily?

There are some situations that we recognize the need to temporarily suspend the need

to have you pay.

1. You have an open vendor

trouble ticket: When your trouble ticket is opened, you

should request that a temporary suspension of billing (referred to internally as a

Good Faith Extension

) for one week.

2. You have sent a check payment, but it will arrive after your due date.

3. You have an overwhelming account balance and want to arrange a payment

plan. In any of the aforementioned situations, you should contact Speakeasy

Customer Support immediately so that a billing representative can assess the

situation and properly set your account up for a temporary billing suspension.

When Does Speakeasy Suspend Service?

Now that you understand the invoice, how to receive credits, and how to temporarily

suspend billing, it's important you understand what happens if you don't take any steps

to rectify invoicing mistakes, or simply do not pay by the invoice date. This process of

suspended service begins with 2 warning emails: 1 on the day your payment is due, and

one three days after your payment is past due.

After we have not received payment for a specific number of days, your dialup

, hosting,

DSL

, T1, or email/shell access will be suspended and will cease to function until a

payment is made. At this point your account is considered frozen

. DSL and T1

customers will receive a web page on use of a frozen

service that will direct them to our

online payment page.

All other customers will need to pay over the phone with a Customer Support

Representative. Services that have not been paid, or removed from frozen

status, after a

period of time, will be permanently cancelled and all files deleted from our servers. We

urge you to contact us immediately with any pressing billing or invoice concerns before

your account becomes past due.