Acceptable Use and Tech Support Policy
(Effective Nov 17, 2004)
By opening an account, you agree to abide by all policies of Pacific.Net. The following policies apply to all users of Pacific.Net. Failure to adhere to the policies may result in termination of the account. Pacific.Net reserves the right to change policies at any time. Users will be notified on the Pacific.Net website 30 days before the new policies take effect. Your continued use of the account signifies acceptance of any and all policies and policy changes.
* Pacific Internet reserves the right to determine what types of content may be unsuitable for placement on our webservers. This includes pornography, or any content that is unlawful, harmful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libelous, invasive of another's privacy, hateful, or racially, ethnically or otherwise objectionable, and may include other types of content that can cause high traffic loads or other unusual stresses on our servers or network.
Disclaimer
Pacific.Net makes no warranties of any kind, whether expressed or implied, for the service it is providing. Pacific.Net also disclaims any warranty of merchantability or fitness for a particular purpose. Pacific.Net will not be responsible for any damage you suffer. This includes loss of data resulting from delays, non-deliveries, or service interruptions caused by its own negligence or your errors or omissions. This includes charges you may incur while using Pacific.Net local access numbers. Pacific.Net reserves the right to refuse service to anyone.
Conversely, anything done purposely or inadvertently that harms or damages Pacific.Net or its agents or equipment is punishable to the full extent of the law. This includes, but is not limited to, smurfing, flooding a mailbox, spamming, hacking or attempting to gain access to restricted sites or machines whether within the Pacific.Net network or outside of it. You are strictly prohibited from using your account in this manner and will be prosecuted to the full extent of the law. Pacific.Net makes no exceptions in enforcing this policy.
Connection and usage Policy
Standard Dial-up accounts are limited to one login at any given time. If you need more than one login, upgraded accounts are available for an additional charge. Services that you purchase from Pacific.Net cannot be resold without the written permission of Pacific.Net.
It is very important to disconnect your modem whenever you are not actively using your account. The price of a dial-up account is predicated upon users sharing available modems. If one user ties up a modem continuously for hours and days at a time, that modem is not available for anyone else.
Email accounts are for personal or business correspondence only. Spam is strictly prohibited and violators will have their accounts terminated immediately. Spam is unsolicited junk email sent to one or more addresses, regardless of how the addresses were obtained. By definition, spam also includes bouncing spam to innocent 3rd parties. Instead, we recommend that you simply delete unwanted mail. Any Email lists must be collected using a Confirmed Opt-In process. The use of your email or website to transfer copyrighted, illegal or otherwise *prohibited material can result in immediate termination of your Pacific.Net account.
Email Policy
Email is a vital resource for both business and pleasure and in order to keep the mail server and associated network functioning smoothly, some limits may be imposed upon the storage space allowed for each email account on the pacific.net mail server. In addition, SPAM AND VIRUSES are not permitted on Pacific Internet's network, and may be blocked using automatic filtering software that blocks some email based on SPAM testing.
Multiple copies of legitimate email sent at one time, such as to subscribers of a company newsletter, are limited to 100 addresses. Mailing lists exceeding that number will not be allowed through the outgoing mail server.
Web-based email storage is limited to a total of 40MB of mail at any time. All folders count toward this limit, including the Trash and any other custom folders you may have created. When you log into webmail, you will be notified if you are exceeding the storage limit and you will not be able to download any further messages to webmail until you have made space by deleting messages that are no longer needed.
Incoming mail resides on our server until you retrieve and delete it from the server. While we do not have a limit as to how much mail you may receive and store temporarily on the mailserver, storing more than 20 mb of mail for more than 2 weeks is not permitted. Additionally, mail left on the server for more than mail 60 days will be automatically removed. Once email is removed from our server there is no way to retrieve it anew. If you plan to be away for an extended period of time and will not be able to check your mail regularly, please let us know and please be sure to unsubscribe from any lists you may be on.
Technical Support Policy
The tech support staff is here to help you with your initial connection and setup of your email account. The staff assumes you have basic computer knowledge and can operate a keyboard and mouse properly and that your equipment is capable and functioning. Pacific.Net will do all that is possible to get your computer connected to the Net but cannot be responsible for hardware or software malfunctions if that hardware or software was not supplied by Pacific Internet. In such cases, tech support will gladly refer you to outside sources for assistance. We can also recommend sources for classes.
You must call the tech support number for help. The number is in your documentation as well as on our website and there is a toll-free number for those out of the area. Pacific.Net cannot be responsible if you fail to call the correct number for technical support. If your email is working, we encourage you to email support@pacific.net for assistance. If you are able to get online but have other questions, the answer may be on our homepage: www.pacific.net/support and we encourage you to check there first. Lastly, the Help files in the program you are using may have the answer to your question so please do investigate these resources before calling tech support.
New accounts are entitled to free 24-hour/7-day tech support for assistance in setting up the connection and email program, during the first 30 days of the account. After the initial setup, free tech support is available for the life of the account during business hours. Calls to tech support after-hours, on weekends and holidays are subject to a $10 fee per incident after the first thirty days of service.
Privacy Policy
Information collected by Pacific.Net from it's customers will not be given to any other third parties. Pacific.Net will keep information as needed to help with support issues and so that we can contact you as needed, regarding the status of your account. We will not sell, or share your contact information or any other information with anyone else, unless required to do so by law enforcement.
Billing Policy
All payments for access are due in advance, on the first day of the first month of the billing period. Normal billing is monthly by credit card or quarterly by check, cash or credit card. All billing is done electronically via email. All statements and notifications are sent to the main user account by default. If you would like these items sent to an email address other than the main account you must notify our billing department. It is the account holder's responsibility to notify Pacific.Net of any errors in billing, changes in billing email address or new expiration dates on credit cards. There is a $25.00 service charge for returned checks. Also there is a $5.00 re-activation fee for all accounts that expire for nonpayment.
Quarterly billing dates are: January 1st, April 1st, July 1st, October 1st
Pacific.Net offers a thirty-day, money back guarantee (Not applicable to DSL service). If you are not satisfied with the service within thirty days, all access fees will be refunded upon cancellation (Not applicable to DSL service). There are no refunds after thirty days and setup fees are not refundable under any circumstances. Pacific Internet offers a "customer referral" program. Any customer who refers a new dialup account to Pacific Internet will receive a credit to their account that is of equal value to the new account that has been activated (Not applicable to customers with DSL service).
Cancellation of your account must be done in writing via snail mail or email to 'billing@pacific.net'. Cancellation must be made by the named owner of the account. If you fail to notify us of cancellation as stated above, you will be responsible for all access fees until the date of cancellation whether or not the service was used.
Accounts become delinquent 10 days after the first day of the billing cycle. Delinquent accounts will have their passwords disabled until payment is received in our business office. Delinquent accounts will also incur a $5.00 service charge, to be included with payment. There is no credit for unused time if an account is disabled for delinquency. Accounts that are not paid within 30 days will be cancelled and a setup fee will be required to reinstate the account. Accounts will not be reinstated until payment of delinquent and current fees is received in the business office.
Accounts that call tech support because their passwords have expired due to non-payment will incur a $10 per incident tech support fee. This means that calling for tech supportafter-hours when your password has expired due to non-payment will result in a $10 charge in addition to the delinquent amount. The fee must be included with your payment before your account can be made current again.
Accounts cannot be put on hold or suspended. Users who will be unable to connect for extended periods of time should cancel the account and reinstate it at a later date. This includes, but is not limited to, users whose equipment is down for repair or is otherwise unusable for the purpose of connecting to Pacific.Net.Additional Terms and Conditions apply to DSL Service.
Copies of this policy are posted on Pacific.Net's website: http://www.pacific.net Any updates or changes will be posted here as well. It is the user's responsibility to check the homepage periodically in order to stay informed of any changes.