New Customer Portal!Published: 11/30/2011
Dear KickAssVPS.com Customer,
On Monday, December 12, 2011 KickAssVPS.com will be implementing a new billing, support, and provisioning portal. This new portal will allow us to become more efficient in our provisioning, account changes, and support responses, as well as better customer functionality (including a new FREE built-in DNS manager!). The new portal will be located at https://manage.kickassvps.com.
We will be rolling out this new portal in 2 phases:
Phase one will start on the morning of December 12, 2011:
We will be replacing links on our website and re-pointing to the new portal for ordering, provisioning, and support services. New customers joining KickAssVPS.com on or after December 11 will be using the new portal exclusively.
Existing customers will use the new portal for submitting support tickets and ordering new services. The legacy portal at https://clients.kickassvps.com will remain available for for managing invoices, payments, and existing services. Customers SHOULD NOT submit support tickets via the legacy portal, however our direct support email addresses will remain unchanged (email@example.com, firstname.lastname@example.org, email@example.com, & firstname.lastname@example.org).
Phase 2 will be ongoing:
During phase 2, we will be manually migrating customer services into the new portal. You will be notified when your account has been moved. Once your account is moved, you can use the new portal exclusively for managing all aspects of your account.
Until your account has been moved, you can continue to use the existing https://clients.kickassvps.com portal to manage services, invoices, and payment methods but it is important to only submit support tickets via existing email addresses or the new support portal at https://manage.kickassvps.com.
We estimate Phase 2 will take 3-6 months to be completed in full.
Please note there will be no interruption in services during this migration.
With the new portal, we will be implementing tighter integration and automation, as well as stricter overdue suspension and termination policies:
-Invoices will be generated 7 days before payment due date.
-If a credit card is on file, we will attempt to debit the card 1 day prior to the invoice due date.
-If the credit card payment fails, we will attempt to debit the card for 3 days.
-Overdue notices will be sent 3, 5, and 10 days past payment due date.
-Any account past 15 days overdue will be automatically suspended, and may be subject to late fees, unless payment arrangements have been made.
-Any account past 30 days overdue will be automatically terminated. This includes all services, including data backups, unless payment arrangements have been made.
Thank you for your cooperation as we work to improve our services!