This Service & Billing Policy describes the subscription, storage, support, managed email, billing, and cancellation terms that apply to InterGen, Inc. (“InterGen”) services. It supplements our Terms & Conditions and Privacy Policy.
Subscriptions and Storage
Our services are offered at defined subscription levels. The features, storage allowance, and price of your subscription level are set out in your service agreement and are itemized on each invoice. Different subscription levels are priced according to the scope of services, resources, and support they include.
If your website approaches or exceeds the storage allowance for your subscription level, InterGen will first install our image optimization service to reduce your storage footprint, and will add that service to your next invoice with an email letting you know. If optimization cannot bring your site within its allowance, we will increase your storage and bill the additional space on your next invoice. If you later reduce your storage use and wish to move to a lower level, you must notify us so we can adjust your subscription.
FTP and Control Panel Access
As a security precaution, we require your primary client contact to make any request to provide FTP or control panel access to your website.
Please know that this access provides complete control of and availability to the files and database running your site. We maintain backups for your site in a separate location. In the unlikely event that any issues are caused by third-party access to the site, remediation services are billed hourly and are not included as part of your subscription service. Please let us know if you have any questions or concerns.
Backups and Maintenance
For managed clients, InterGen provides backup protocols, extension updates, core software updates, and core version migrations as described in your service agreement.
To provide these services, InterGen requires appropriate administrative access to your website. Where that access is limited or removed, our ability to deliver backups, updates, and support may be affected:
- If a domain that InterGen does not manage expires, restoring the domain and any resulting downtime are the client’s responsibility, and related work is billed hourly.
- If a website not hosted on InterGen’s servers goes down, diagnosis and remediation are billed hourly and are subject to the access and cooperation of the third-party host.
- If a client removes InterGen’s administrative user from a website, InterGen cannot guarantee continued backups, updates, or support until access is restored.
Exceptions or additional requests outside your subscription are handled by written agreement and may be billed separately.
Support Standards
InterGen offers several kinds of support requests, as described in our support documentation. If you submit a request that is not included in your subscription, we will identify it as out of scope and provide an estimate before proceeding.
To receive support, please submit a ticket through our support system. You can view your open tickets through your support account.
If you email, text, or call a team member directly with a support
request, we will forward your request to
Please submit a separate ticket for each issue. If more than one request is included in a single ticket, we will break them into separate tickets, and we do not commit to specific response times for combined requests.
Managed Email
If InterGen sets up managed email for you, the setup is itemized on each invoice. After setup, you may choose whether InterGen retains ongoing access to provide email support. Ongoing access requires an additional seat and is billed accordingly. If you choose not to grant ongoing access, your recurring invoice will note that email support is not included.
Billing
- Past-due invoices accrue a charge of 2% per month on the outstanding balance.
- A credit card processing fee of 3% applies to payments made by credit card.
- Annual subscriptions are not prorated.
- After 90 days of suspension for non-payment, a one-time reinstatement fee of $330 applies to bring your site back online.
- Development sites that have not launched within 90 days are billed monthly at our no-access (Bronze) subscription rate to remain online.
Cancellation
You may cancel your subscription with InterGen at any time in accordance with your service agreement.
If you are moving to another provider, you are responsible for retrieving your data and coordinating the transfer before your access is removed. If you are shutting down your website completely, please notify us so we can schedule the closure of your services and final billing.