Policies and Procedures

At Alentus we believe that sound business practices benefit both ourselves and our customers. We employ policies and procedures to ensure high quality customer service and minimize problems and downtime.

Information sent to Alentus is regarded as private and is kept in the strictest confidence. We fully respect the right to privacy, both for individuals and organizations.

We declare that no information volunteered to us will be divulged to ANY third party, and that all information will be used solely for our own customer service purposes. As a customer of ours, you will find that we are secure, reliable, and discreet. We do not distribute our customer's email addresses to anyone. You will never receive spam, junk email or any other unsolicited advertising from anyone who was given your email address from us.

All customer information is considered private, and we do not sell, share or otherwise distribute our customer profiles to anyone. We do use our profiles to help provide better services to our customers which may occasionally involve sending you email regarding new service offerings or changes to our existing offerings.

Please note that Alentus is a legal corporation and it is our duty to cooperate with law enforcement officials when compelled to do so through a court order or other legal means. Persons engaged in objectionable or illegal activity that involves us in any way are not subject to this policy.

Confidential information held by Alentus is stored on secure administration servers that we own and operate, without the reliance on third party companies. Our administrative servers are not connected directly to the public internet and we employ various security procedures to ensure that information on our systems cannot be obtained by unauthorized persons.

Although no system can ever be considered impervious, we believe that our security policies are second to none. For obvious reasons, we will not divulge the details of our security here, however we can say that we routinely employ firewalls, encryption, passwords and other policies and procedures to ensure the security of our data as well as our customer's data.

We carefully guard credit card numbers, passwords and other sensitive information. Information of this nature that is gathered through our secure webserver is immediately transferred to one of our administrative servers. We do not store highly sensitive information such as credit card numbers on any computers that can be accessed by the public.

New Customers. To set up a new service with Alentus, customers are required to make an initial quarterly, semi-annually, or annual payment, along with any applicable set up fees. New accounts will not be set up until payment has been received and processed by our Accounting Department. Alentus accepts Visa, Mastercard and American Express as a means of payment by credit card. Other forms of payment such as purchase orders, wire transfers or checks may also be accepted.

Contract Renewals. Contracts for services provided by Alentus, including all website hosting plans, database hosting plans, optional services and dedicated servers are automatically renewed at the renewal date unless we have been otherwise notified.

Existing Customers. Customers in good standing may order new hosting services at any time without an initial payment. Normally we will bill for new services once they have been setup and are available for use. If requested, we can adjust the billing periods for new services to match the billing period of any existing services you may have.

Statements. We provide full statements to our customers. Our statements show domain names, billing periods, amounts charged, amounts paid, useful descriptions and other important information. Accounts carrying a balance forward will be issued a statement every thirty days until full payment is made. Statements issued to customers paying by credit card will show type of card used to make the payment. We do not print credit card numbers on our statements.

30 Day Money Back Guarantee.  Any customer who cancels or terminates services within 30 days of initial service activation, or within 30 days of an automatic account renewal, is entitled to a full refund equal to the amount charged by Alentus for the service. All one-time setup fees are non-refundable. For cancellation or termination requests received after 30 days of service activation, or received after 30 days of an automatic account renewal, no refunds will be given.

Cancellations. Any cancellation of services must be requested by using the C3 Console, which is accessible by all Alentus customers. Use of this online console requires a user name and password (provided to customers during account activation) and ensures that only an authorized customer contact is able to initiate a cancellation request. Cancellations may also be requested by fax, providing we can reliably determine the identity of the sender by way of a return telephone number. Please see our contact information page for our fax number information.

For any cancellation request, we require at least 24 hours notice prior to the actual date of cancellation.

Programming and Extended Support Charges.  Amounts billed for consulting, application programming, extended support or other charges above and beyond normal hosting fees are not refunded.

Violations of Terms and Conditions.  In the event that the we suspend or terminate service due to violation of our Terms of Use, we do not issue a refund.

General Support Policy.  Technical support is provided free of charge to our customers for issues directly involving services provided by Alentus.

Support Availability. Support is available to our customers 7 days per week, 24 hours per day through our online Administration Console and via email. Free telephone support is available during the business day from 7:00 a.m. until 5:00 p.m., Monday to Friday, MDT.

Support Priority. Problems are responded to in order of priority and then in the order they were submitted. Reports of actual service outages take priority over less critical issues such as web site configuration change requests and general support inquiries. Alentus reserves the right to determine priority and order of response for any and all issues raised.

Response Times. Generally we will respond to reported issues within 30 minutes. Most issues are resolved during the same business day. Note that technical support is provided on a "best-effort" basis and you may experience delays during peak periods. Alentus does not guarantee any specific response time for reported issues.

We will look into all reports of problems or other issues but there may be issues that cannot be resolved to the customer's satisfaction. Alentus does not guarantee a resolution for every reported nor is Alentus in any way responsible for loss of business, damages or other losses as a result of outages, server, database and web site issues or other problems that may arise through use of our services.

Application and Language Support. Application and language specific technical support may be available at our standard hourly rates or under optional extended support contracts. For more information on extended support options please contact your sales representative. Alentus does not provide free technical support for programming issues, software application issues or other issues not directly provided for under our core hosting services.

Remote Workstation Support. Alentus does not provide support for remote client workstations, development or other client software or for issues regarding local Internet connections. Issues with workstations, development software or Internet connections should be directed to the vendor responsible.