Twilight Communications :: Billing & Support

Posted by: altere on Tuesday, October 02, 2007 - 07:24 AM

An email has been sent to all customers regarging some changes to our billing and support. If you did not receive this email you can click on the "more" button for this post to read it. These changes are effective immediately. Update 10/02/07 10:13pm: New charges in the new billing system should be posted tomorrow or the 4th as we are awaiting the developers to respond to an issue. Everyone on email invoices should get an email when this takes place, if you don't get an email then we don't have a current valid email address in the system for you; please make sure it's updated.

To whom it may concern,

:: Billing ::
Here at Twilight we have been working on getting our new billing system in place and ready to go for the 1st of the month. With that will come some changes. Our online billing center will be changing; your logins and passwords will remain the same but the look will be different. If you can not login to the new billing center or have never received your billing login information please email support@twlt.net. We have also not been enforcing the Acceptable Use Policy(AUP) and Terms Of Service(TOS) as we had once said we were going to. The new billing system will help process, post late fees, and disconnect service(s) automatically accordingly. If anyone is concerned about this, the best way to avoid this is to have us debit your credit card monthly and keep that information updated with us as it expires. If anyone has been leaving a memo on checks with your account number, please note that you will be getting a new account number when your new invoice arrives. Shortly you will no longer have access to your old invoices or payment history online. All information will still be accessible by us, if you need any previous information please contact us. As the old billing center will be going offline shortly we ask that you login and pay any unpaid invoices you may have on your account. Old unpaid invoices will still be subject to late fees and suspension of service(s).

:: Ticket System ::
A new ticket system is in place as some may have noticed. Any email coming into support, billing, or sales will have a ticket number generated for it. All correspondence will be kept in the database as a history on your account. This should help in resolving problems more efficiently when one arises. With that in mind; please direct all support related issues to support@twlt.net, billing issues to billing@twlt.net, and sales or upgrades to sales@twlt.net. Please do NOT email us individually as the purpose of this is to centralize the information for all employees to have access to and to be able to resolve matters quicker rather than asking everyone who is working on what.

:: Additional Emails ::
With the billing system change, not everyone’s secondary emails got added into the system for some reason. If you have additional email accounts with us (@twlt.net) then please simply email support@twlt.net with your secondary username(s) so they can be added. All email’s will still work but eventually if it’s not added, it will be deleted when the system does an audit. You can login to the billing center and see which email accounts are associated with your account. If any of your twlt.net email accounts are not listed then we do not have them in the system and may be deleted during the system audit, please get this information sent to support@twlt.net to avoid loss of email.

To sum things up, these changes should improve the efficiency overall for both you and us. Please keep your information with us current so we may contact you in the event of support or billing issues. This includes but is not limited to, your primary email address (as most invoices now are sent via email), phone numbers, credit card information, etc..

Our AUP and TOS can be found on our website near the top center. Our new billing center will be put online within 24hrs and new invoices will be generated for this month. Again, please keep in mind that your account number will change. If you have any questions, please send them to the appropriate department.

Thank you,
Twilight Communications Staff
http://www.twilightcommunications.com
billing@twlt.net
support@twlt.net
sales@twlt.net

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