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Terms & Conditions, Billing, and Support Update

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In preparation for rolling out the billing, invoicing, and taxation services, as well as the App Exchange platform, and to meet new compliance requirements (specifically around GDPR), we’ll be making a few changes you should be aware of, specifically:

  • Updating our terms and conditions to cover apps which are purchased from third parties, how we deal with payments, refunds, etc. In addition, due to new GDPR requirements, we’ve had to update our privacy policy as well. (Our lawyers are having an early Christmas this year, can you tell?) You’ll receive a notification when these updates go live when you login to your UI / portal, at which point you can review and accept the changes electronically.

  • Updating our billing system starting July 1st. All billing will be done in a real-time, pre-pay format with deductions against your account for per-use and monthly services. These charges will be deducted from your account balance on the first of the month, every month. If you’re currently billed for your service plan charges mid-month, you’ll receive a pro-rated credit to your account starting 7/1/18 to cover any amounts already paid which apply past that date. This credit will show up in the new web UI for billing and transactions. Additionally, all future charges will occur via a top-up mechanism, and you’ll receive a warning 5 days before your monthly service plan hits your account if you have insufficient credit so that you can also manually top-up to ensure no disruption in service. Some of this may sound confusing – we will be holding a webinar which we strongly encourage you to attend so that you can learn about this new billing system. The webinar will be held on Tuesday, June 26th at 11:00am. This change impacts all 2600Hz clients – Hosted, Private Cloud and Global Infrastructure clients.

  • We’ll be migrating to our new support system on June 26th, 2018. Zendesk portal access and email tickets will be discontinued – all tickets will need to be opened via our web portal (you can reply via email once a ticket is opened). You can already access the portal via https://support.2600hz.com/ while it’s in final testing. We’re working through some kinks for our Private Cloud and Global Infrastructure clients – these should be addressed before June 26th and will be reviewed on the same webinar as billing for any questions.

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