Website Design- Site design and programming work is quoted before the work is performed. All graphics and programming work items need to be paid in full before work is started.
Payment Methods- HELIO accepts credit cards / paypal and company checks for the payment of hosting fees / programming / graphic design.
Payment / Refund Policies - No Refunds will be issued for work that has been done or hosting that has been paid. If you stop work that has been quoted and is under contract you forefit any fees paid. If you prepay on your account it will show as a credit and be applied accordingly. If a credit is owed to you it will be applied to your account.
Web Data Backup- Website data is backed up every night at 2:00 AM. We can restore a deleted file such as a graphic or document at no charge as long as you contact us before 12:00 AM PST on the day the file was deleted. If you contact us after that time, the scheduled backup will be overwritten the with current data for that day. If you delete a CMS page and need it restored we can restore the entire database to the previous day. We are not able to restore just one CMS Page.
Email Data Backup- Email data is backed up once a day at 2:00 AM. The email backup is a snapshot of your mailbox at or around 2:00 AM. If you download all your mail off the mail server throughout the day there will be no mail in your email mailbox to backup. To retain a copy of your mail you need to select the option in your client program that says "leave a copy on the server" you need to enable this option and set it to keep a copy for approximately 3 days.
Hosting Payment Due Date- To pay your hosting fees please login to your account. If you don't have your login info please submit your email here to have it sent to you. Website hosting fees are due on the 10'th of each month. If payment is not received by this date a past due email will be sent out on the 11'th and 12'th of the month. A 48 hour email shutoff notice will be sent out on the 13'th of the month followed by a 24 hour shutoff notice sent on the 14'th of the month. On the 15'th of the month if payment arrangements are not made the website / webserver will be removed from the network and archived. (Dates may vary with weekends and hoidays) This data will be kept for 5 days and then discarded. If a web application is removed from the network for non-payment there is a $40 setup fee to have the site re-setup.
Customer Service / Phone Time - Customer service phone support is defined as 1 hour per customer per month. This limit is in place to prevent customers from calling us and asking us questions that are available to be answered in our FAQ. This is meant as a guideline to offer support by; our goal by implement this policy is to provide a consistent level of customer service expectation to all customers. Training on tools is provided at a scheduled time when you request new tools to be turned on and is not part of this time. Time beyond your 1 hour is billed at $60.00 per hour or $1.00 per minuet.
