Billing Notification
IE Internet Solutions uses an innovative real-time billing system. We do not send invoices via the postal service
to our customers at this time. You may login to the customer support center to review statements, payments and manage your account.
In addition to the online customer support interface, we automatically email customers immediately after a statement or
payment has been posted to your account.
Updating Your Account Information
You are required to inform IE Internet Solutions of any changes to your contact and billing information via the
online customer support interface. To access this interface, simply type your username/password in the 'Support Login' area
located at the top of every page. Information that you would be required to keep up to date is addresses, phone numbers,
valid credit card information, and most importantly email address. Important notices involving your account are sent to the
email address you have specified along with billing statements and payment receipts. Failure to keep your account information
up to date may cause a disruption of service.
Collection Procedures
Past due accounts will immediately receive an email notification. This notification will inform you of the situation and
direct you how to make payment. If a payment has not been made within three (3) days of the due date, your account will
be placed in an on-hold status. Accounts that are on-hold will not accept FTP or HTTP connections. Accounts that are 10 days
past due will be charged a $25 reactivation fee and be turned over to our collections department. If you experience an
interruption in service due to non-payment, please contact our collections department at
collections@ieinternetsolutions.com or submit your payment online by logging into the customer support center.
In the event that you fail to pay for services provided and your account becomes more than 60 days past due, we will remove
your stored data from our servers and report your account to a credit bureau. If we are forced to pursue legal action and
obtain a judgment we will enforce that judgment. If you pay and we receive notice of returned payment for any reason to
include insufficient funds and/or fraud, we will charge you any associated collection costs to include attorney and
collection fees. All accounts that are processed through a credit bureau are subject to a $200.00 processing fee plus the
balance due.
If You Pay by Credit Card
Customers who pay via credit card will be charged at the time of account set-up for applicable set-up fees as well as the
first month, quarterly, semi-annually or annual payment (depending on billing cycle chosen by the customer). Recurring
payments will be charged to your credit card automatically on the same day as your original account set-up. If your account
was initially set-up on March 24th and you chose to pay quarterly, your next payment would be automatically deducted on
June 24th. Payments that are scheduled on non-business days may be deferred to the first following business day. It is
important that customers keep their payment information updated at all times. This can be done online via our online support
center. Failure to keep your payment information updated may result in account suspension or termination.
In the event that your credit card is declined, your account will be suspended until payment has been made. An automated
email will be sent to your accounts primary email address notifying you that your card has been declined. If your account
has been deactivated due to a past due balance, you will be subject to a $25 reactivation fee. Deactivated accounts
require a payment that covers both the past due amount and the reactivation fee in order to be reinstated. Account
deactivation will essentially prevent you as well as all visitors from accessing your site via FTP or HTTP.
Chargeback's initiated through your credit card company may result in suspension of service for any reason at our
discretion. IE Internet Solutions may require customers who reinstate their account after a chargeback to include a
signed and notarized statement that authorizes IE Internet Solutions to charge your card for the appropriate amount. This
circumstance will also be subject to a $25 reactivation fee.
If You Pay by Direct Debit from your Bank Account
IE Internet Solutions does not currently accept direct debit payments. We are working out the details to allow this method
of payment and hope to be accepting them soon.
If You Pay by Personal or Company Check
Customers who choose to pay via personal or company check will immediately be invoiced at the time of account setup.
Invoices are issued to the customer electronically and can be viewed at any time by logging into our online customer
support center. We will also send an automated email to the customers primary email address notifying them that a new
invoice has been posted to their account. IE Internet Solutions will not supply you with your new account information
until we have received payment. Recurring invoices will be generated depending upon the payment schedule specified by
the customer (monthly, quarterly, semi-annually, and annually). We issue invoices 15 days prior to the beginning of your
next scheduled payment term. Your account will be considered past due 15 days after the due date and your service may
be suspended at this point. IE Internet Solutions will send an automated email message to you once your account is
past due. Suspended accounts may be subject to a $25 reactivation fee.
EXAMPLE: You signed up for a new account on April 7th and chose to pay by check on a quarterly basis. Shortly thereafter
we receive a check from you which covers the first 3 months and the account set-up fee. On June 22nd we will issue you
an electronic invoice for future services (July 7th - October 7th). If we do not receive payment by July 22nd, your account
will be deactivated until we receive payment for your monthly services as well as the $25.00 reactivation fee.
In order to reestablish service for deactivated accounts, you will be required to submit a payment that covers both
your past due balance as well as the reactivation fee should it apply.
IE Internet Solutions
PO BOX 390671
Minneapolis, MN 55439-0671
If You Pay by Wire Transfer
Unfortunately we do not accept wire transfers at this time. We plan on adding this as an accepted method of payment soon.
Disk Usage
If you exceed your accounts disk space allotment, IE Internet Solutions will provide additional disk space in 50 Megabyte
increments. The charge for an extra 50 Megabytes of disk space is $2.50.
Should you exceed your disk space allotment, IE Internet Solutions will send notification to your accounts primary
email address. Again, it is very important that you keep your account information updated with a current email address
where you can be reached. Regardless of whether or not you have viewed the email notification, you are responsible for
any disk space usage above and beyond what your account includes. We strongly recommend that customers continuously monitor
their disk space usage via your accounts cPanel, account administration interface.
If you exceed your disk space limit, you will be required to purchase additional disk space or remove data to bring your disk
space utilization under the allowable limit. IE Internet Solutions customers are subject to all disk space overage charges
and required to pay them in full.
Billing Cycle
IE Internet Solutions offers as default a monthly billing cycle to customers for most plans. You may choose to pay your
account on a quarterly, semi-annual, or annual billing cycle. Recurring bills will be posted to your account on the
respective anniversary of your set-up date, the frequency determined by the billing cycle you select. Customers that have
their account set-up on any day after the 28th will find that their billing date may be "rounded down" to the last day of
the month. For example, if your account was initially set-up on January 30th and selected a monthly billing
cycle, your next billing date would be February 28th.
If you have any questions regarding your bill, please submit a ticket your our Billing Department online by logging in
to the customer support center (found at the top of every page). A complete picture of your accounts billing history
may also be viewed online.
Data Transfer
IE Internet solutions charges $10.00 per gigabyte block of extra bandwidth. Your account will be automatically charged for
data transfer overages, the minimum charge is $10.00. Prior experience shows that very few of our customers actually
exceed our generous data transfer allocations. IE Internet Solutions advises that customers make every effort to reduce the
size of image, audio, and video files by either compressing them (i.e. save as .zip) or saving them in a lower quality or
resolution. This can greatly reduce the size of your web site thus lowering the data transfer burden.
Upgrade Policy
Customer who choose to upgrade their hosting account are not subject to set-up fees. IE Internet Solutions pro-rates account
upgrades, this charge will be clearly stated on the following month's billing statement which can be viewed online by logging
into the customer support center. Customers who wish to upgrade their service can do so by logging into the customer support
center and click on "Billing".
Support Policy
Technical support is provided free of charge to all customers. IE Internet Solutions technical support can be found by
logging into the 'Customer Support Center'. Simply locate the area at the top of the page called 'Support Login' and
enter your accounts customer service username & password (not the same login information
used for FTP or cPanel access). Once you have successfully logged into the Customer Support Center, you may submit
trouble tickets to our billing and technical support staff. Every effort is made to answer trouble tickets in a timely
matter - usually no longer than 2 hours.
IE Internet Solutions recommends that you fill out a trouble ticket for support issues so that a record is created
for future reference. However, you may also send support questions directly to
support@ieinternetsolutions.com. Our support staff places priority on answering trouble tickets, answering direct emails
is considered secondary.
IE Internet Solutions also offers a 'Live Chat' option so that customers can chat with a customer service representative in
real time. We make no guarantees as to the availability of Live Chat representatives. You can easily determine if a Live Chat
representative is currently online simply by looking at the clickable 'Live Chat' image located in the side-bar on every
page of our site. When a Live Chat representative is available to assist you, the lime green text "ONLINE" will appear in
the clickable image.
We do not currently provide technical support via phone.
Late Fee
In the event that your account is deactivated due to non-payment, a $25.00 reactivation fee will be charged to your account.
The entire past due balance must be paid along with the $25.00 reactivation fee in order for your account to become current.
You may review your account balance by logging into the Customer Support Center and click on "Billing".
Canceling Your Account
If you wish to cancel a specific feature or additional service in your account, please log into the Customer Support Center
and view your account details. You will need to click on 'Edit' and proceed through the steps as directed. Your current
plan will remain active until the next scheduled billing date. After your next scheduled billing date has passed, your
account will be updated to reflect the desired change of service and your monthly bill will be adjusted accordingly.
If you wish to cancel your entire account with IE Internet Solutions please do so by logging into the Customer Support
Center and clicking on the link "Cancel Account" in the "Account Information" area. You may also send an email originating
from your accounts primary email address to cancellation@ieinternetsolutions.com.
Account cancellation requests must be received at least 15 calendar days before the end of the current term (billing cycle). Cancellation
requests made inside this (15 day) time frame are not guaranteed to be processed prior to the next billing cycle.
Thanks for hosting with IE Internet Solutions,
Customer Service Department
IE Internet Solutions
www.ieinternetsolutions.com
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