ExchangeDefender has always been a partner-focused organization and we’ve always done everything in our power to assist partners when bill payments became difficult. Unfortunately, with 2016 our upstream vendors are implementing stricter controls which will see some of our services stop to function on accounts that are seriously past due. Here are current policies as they stand:
Payments for all services are due on the 1st of the month. Any users with active service subscriptions at this point make us liable for licensing fees.
If your credit card is declined it will be automatically attempted on 1st, 2nd and 3rd of the month (regardless of whether it’s a weekday or the weekend).
By the 5th of the month you will receive an email, a support ticket and a personal phone call alerting you to the problem with the billing with an option to pay for the service with a new credit card, Paypal or check (United States only).
If the invoice is not paid by the 10th of the month, services are suspended and there is a $10 late fee.
If the invoice is further ignored by the 15th of the month, all services will be suspended with the account subject to deletion. Logging into the support portal will show you the following:
While we regret the inconvenience these changes will be causing, they are not up to us. Our vendors, who control and own licensing that you may be renting on a monthly basis as a subscription, can deactivate their license if it is not paid. While we are liable for the entire license count, there are certain promotional licenses for trials, educational, non profit and special licensing and new management software (that come with new servers) give some vendors advanced control over their licensing.
But we really cannot pay because _____.
Unfortunately, there is no way to get around not paying the bill for the services rendered. The only way to maintain service is to transfer the service directly to us or one of our partners for billing.
What if we disagree with the invoice / items?
You have 30 days to contest items on an invoice. Pay for the seats you do not have an issue with to keep legitimate services free from any restrictions.