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This Internet Provider
Is managed by Midwest Telecom, DBA Midwest Internet Internet Services
Midwest Telecom Group,
Inc Is A Registered Missouri Corporation
http://www.mtgtelecom.com /
http://www.mwtelecom.net /
http://www.supportzone.net /
http://www.mwcc.us
GENERAL
TERMS OF SERVICE & PRIVACY POLICY
1. INTRODUCTION:
Midwest Internet provides its Nationwide
Internet Access, as they may exist from time to time ("Services"), to users who
pay a monthly, quarterly, or annual service fee to subscribe to the Services
("Members"). By establishing an account, you agree to be bound by this agreement
and to use the Services in compliance with this agreement, our Acceptable Use
Policy and other policies. Midwest Internet Internet is managed by the Midwest Telecom
Group, and headquartered in
Central Missouri.
If you do not agree to the
terms and conditions of this agreement, including any future revisions, we
suggest you not use our Services. If you are a current Member, please terminate
your use of the Services under Section 6.
2. SUBSCRIPTION REQUIREMENTS:
Members must be at least 18
years old. Local access dial-up numbers may not be available in all areas. You
are solely responsible for determining if use of a particular dial-up number
will cause you to incur long-distance, toll or other charges. Midwest Internet is not
responsible for any long-distance, toll or other telecommunications charges you
incur. Current prices for Midwest Internet Services are posted throughout our websites. These
rates may also be obtained by calling (800) 868-1934
8am to 5pm weekdays, Central Standard Time. Midwest Internet reserves the right to
change prices, policies and institute new fees and or policies at any time.
3. PAYMENT OBLIGATIONS OF A
MEMBER.
Accepted payment methods are
Visa and MasterCard
Approval required paying via
AMEX, PayPal or Direct Checking Account or Savings.
A. Members must provide
Midwest Internet
with accurate and complete billing information including legal name, address,
telephone number, and credit card/billing information. We accept Visa and
MasterCard.
B. Report to Midwest Internet all changes
to this information within five (5) days of the change. Members are responsible
for any changes to their account, and making sure Midwest Internet has accurate, up to date
payment and contact information at all times.
C. Members having questions
regarding charges to an account should contact Midwest Internet Billing Via Support Ticket at
www.supportzone.us or
www.mwcc.us
using the “Open a Ticket” Link provided. Phone support & Sales departments
do not have sufficient privileges to handle these cases, and any attempt to do
so would be rejected. You may also call the main office at 1-800-868-1934
and leave a message for a manager.
D. Member agrees that any
payment concerns, discrepancies, or grievances will go through Midwest Internet first.
Member will be solely responsible for any penalties, chargeback fees, and
surcharges from the card issuing our merchant processing bank.
E. Should a member refuse to
pay any negative balance or dues, Midwest Internet reserves the right to report all negative
balances to Equifax, Trans Union, Experian, TeleCheck or ChexSystems as Key derogatory.
F. Surcharges – User is
subject to the following surcharges as one time or monthly depending on case.
a. Local CLEC & ILEC Tariffs &
Universal Line Charges – Varies. $0.00-.$0.86 depending on phone carrier and
carrier network.
b. Setup Fees – a $1.95 to $5.95
setup/upgrade
fee may apply on your account. (per service activated)
c. Chargeback Fee - $25.00 For
Visa, MasterCard, $35 for AMEX, $30 for ACH or Check Drafts Returns
d. Non Sufficient Funds (NSF)-
$25.00
e. Credit Card Declines - $2
added on manual Re-bills past 2nd attempt. Up to 2 re-bills per payment cycle.
1st time occurrence will be at no charge. System performs monthly cycle
charge on 22-24th of month, and tries up to 2 times automatically before marking
account as unpaid. Once account is marked unpaid, rebill fees apply.
f. Suspension Release Fee -
$5.95 one time fee for accounts manually unsuspended, for non payment of more
than 3 days past final due date.
g. Custom billing
dates: a $3.00 surcharge on our internet service rate for a custom billing
date as a convenience fee. Please note that custom billing dates have no
grace period so if payment declines, account is automatically marked for
suspension after 2nd attempt to collect payment. Only custom billing dates
allowed are the 3rd and 15th of the month. Dates between the 24th and 28th
of the month for custom pay dates will incur a $1 surcharge since these dates
will not go into the next month without being paid.
h. Reactivation Fee: $10
Fee Applies in addition to month of service, for accounts reactivated manually
that have been terminated. New username may need to be issued. Fee
can be avoided by customer signing up online on their own.
4. CREDIT CARD & DIRECT
CHECKING/ SAVINGS ACCOUNT PAYMENTS:
All credit card payments will
be processed as Midwest Internet Internet Services.
All Visa, MasterCard and AMEX
charges are automatically billed to the member's credit card on the day of sign
up and the 23rd day of each month until the account is cancelled.
Payments are collected on the 23rd to prepay for the upcoming month.
This allows us up to 7 days to receive the cleared funds. Customer will be
notified by e-mail on any payment declines, and allowed 2 days to fix before
phone calls start to secure funds.
All ACH Payments will be
processed at Midwest Internet. ACH Payments are initiated on the 20th of
the month. If payment is returned as non sufficient funds (NSF), we reserve the
right to re-bill for payment 2 additional times, and a $25 surcharge will
apply. There are no exceptions.
Past due accounts that are not
brought current within 5 days of the notice of suspension are subject to
possible account termination. There will be a $10 Re-Activation Fee on any
accounts terminated then later re-activated. All payments are non-refundable,
there are no refunds expressed or
implied with this service.
The company listed on the credit card statement will be Midwest Internet Internet.
Midwest Internet will
not be responsible for any charges or expenses (e.g for overdrawn accounts,
exceeding credit card limits, etc.) resulting from monthly service charges
billed by Midwest Internet. This would be on your bank and your agreement terms on your
account whether or not they honor payments that are processed, even when you do
not have the funds available.
5. TERM OF AGREEMENT:
Continued use of the services
constitutes acceptance of this agreement and any future versions. If you are
dissatisfied with the Services or any related terms, conditions, rules,
policies, guidelines, or practices, you’re sole and exclusive remedy is to
discontinue using the Services by terminating your account.
6. CANCELLATION:
MIDWEST TELECOM DOES NOT ACCEPT PHONE
CANCELLATIONS OF SERVICE.
You may terminate your account
at any time and for any reason by providing notice of intent to terminate to
Midwest Internet
by:
A. Mail: Send a Letter In
writing to Midwest Internet with Your Username & Password. Please include the reason for
cancellation.
MIDWEST TELECOM
PO BOX 220582
ST. LOUIS,
MO
63122
ATTN: ACCOUNT MANAGEMENT
B. Cancellation Support
Ticket: Send a cancellation ticket through the support site at
www.supportzone.us . NO PHONE
CANCELLATIONS WILL BE ALLOWED.
**OPTION B IS THE FASTEST,
MOST SECURE & RELIABLE MEANS OF ACCOUNT CANCELLATION.
Cancellations are processed on
the 20th of the month. Cancellations received after the 20th
are processed in the next month’s cycle, and customer is still liable for
service for the next cycle. Do not submit multiple times because you did not
receive a confirmation cancellation the next day, because we don’t process
cancellations everyday. (ALL CANCELLATIONS ARE PROCESSED ON THE 20th
OF THE MONTH) If you have not received confirmation of your cancellation by the
21st, call management at (314) 445-1253. Do not call the customer
service line, because the customer service department does not forward calls.
If you choose to call
without submitting a ticket, you will not receive confirmation. The
account will just be terminated. The easiest way to check if the account
is cancelled is simply logging into it. If you cant, Its terminated.
To protect you and for
security purposes, all requests for cancellations or changes will require your
user name and password. Midwest Internet may terminate this agreement, your password, your
account, or your use of the Services, for any reason, including, without
limitation, if Midwest Internet, in its sole discretion, believes you have violated this
agreement, our Acceptable Use Policy, or any of the applicable user policies.
Midwest Internet will provide a termination notice to you by: email addressed to your email
account. All notices to you shall be deemed effective immediately. Sections 3,
9, 10, and 12 of this agreement shall survive termination of this agreement.
7. ACCOUNT, PASSWORD, AND
SECURITY:
You must keep your password
confidential so that no one else may access the Services through your account.
Sharing your account is prohibited, your account is for your exclusive use only.
You must notify Midwest Internet immediately upon discovering any unauthorized use of your
account.
8. EXTENT OF USE / ACCEPTABLE
USE POLICY:
An account marked as Unlimited
or UNMETERED access
does not constitute a dedicated connection. Midwest Internet intends it to be for an
unlimited amount of time "manually" making use of the connection (ie: a
individual human being sitting at a computer). This service is intended for
reasonable personal use, and we do not allow consistent business use.
Midwest Internet employs a 10 minute inactivity timer as well as a 4 hour
network cutoff timer to ensure fair access to all customers. Anyone attempting
to remain on line continuously by automatically redialing after being
disconnected may be cancelled in order to protect our network resources and
maintain Service availability for others. Our network is audited on the
7th, 15th, and 20th, to monitor average usages and limit risk of abuse.
A “Usage Cap” may be enforced
at any time on any network. On a usage monitored account, if the username is
user@dialpop.net , user is expected to use less than 150 hours per month,
which is 5 hours per day, everyday. If the account is specified as
unmetered, a soft cap of up to 300 hours per month , which is 10 hours per day,
everyday. Monthly time allocation and
billing cycle resets at
6PM CST on the last day of the calendar month. (24:00
Midnight GMT -0). As of
January of 2008, the national average dialup user is physically at their
computer, online for around 1.5 hours per day, hence usage of more than 3 times
in a day or more than 135 hours in a month will initiate an audit of time
online. Accounts with excessively activity, but not acceptable bandwidth
transfer rates to match the port usage will be terminated.
Usage is expected to be attended
usage, which is defined as physically sitting in front of a PC. This
factor, along with the fact that we do not allow business use on our ports, we
have certain expectations on usage. The average person with normal life
activities such as school, work, sleep, and other functions would normally not
have time to be online more than 5 hours a day. Usage higher than such
will result in a manual audit of your usage. We, and our carriers, have
the right to monitor, restrict, or deny service considered to be dedicated, or
excessive, due to leaving the internet port open and not physically used.
Additional Realms & Usage
Caps:
Each Realm Below has both
usage & Network Restrictions.
The realm is the "ending part
of the username" Example: username joe@dialpop.net - realm is @dialpop.net
Former Brands, Promotional Brands,
and Grandfathered Accounts.
NOTE: Accounts with @dialpop @myworldnet
and @dialstream are discontinued. Customers on these accounts must retain
current account status to maintain pricing.
@dialpop.net – 150HRS Networks
1-6 Access to main office and online support only.
@myworldnet.net – UNMETERED*
Networks 1-6 & Access to Toll Free Helpdesk, Main Office and Online Support.
@dialstream.net - 150HRS
Networks 1-3
Access to main office and
online support only.
****************
CURRENT BRAND SERVICES
ChurchNet Customers:
Includes @gotfaith.cc, @ccisp.org, and @mychurchnet.com
Hard Capped 200HRS Networks
1-3 &
Access to Toll Free Helpdesk,
Main Office and Online Support.
NOTE: Maximum of Up
to 8 hours per day allowed. Must be a live person at PC.
All Midwest Internet
Customers: - Includes @mtgweb.net, @mwcc.us, and @mymidwest.net
*Also includes any
promotional offers, Agent Referred or unlisted Subsidiary company discounts.
UNMETERED*
Access to Networks 1-3 and
Access to Toll Free Helpdesk,
Main Office and Online Support.
NOTE: Maximum of Up
to 10 hours per day allowed. Must be a live person at PC.
***************
NOTE: Some customers with
accounts that are defined as anything other than UNMETERED, are accounts
created through a special promotion, or through an ISP that Midwest Internet has acquired in the
past. These accounts have grandfathered-in attributes, and can only be
changed through an account upgrade. An account upgrade fee of $5.95 will
be charged before upgrade takes place. You will then take on whatever new
plan attributes you choose, including price and features.
A “Management, Agent, or
Affiliate coupon” is issued for the purpose of singing up for an identical
account of the customer or client given the referral ID. These accounts are
normally have specific features that supersede any on the ISP website.
Coupons beginning
with 8#### = Management Issued Coupon
Coupons beginning
with 3#### = Basic Authorized Agent Coupon
Coupons beginning
with 2#### = Master Distributor Coupons
Coupons beginning
with 6#### = Affiliate / Authorized Online Agent Coupon
9. EMAIL USE AND SPAM:
Email accounts are limited to
10MB in terms of storage. It is suggested that Emails be downloaded each time
mail is fetched and stored on the server for no longer than 60 days. Midwest
Internet is not
responsible for any email that is lost.
Using a Midwest Internet account for the
purposes of sending SPAM is prohibited. Tampering with the return address or route
report on an email message or Usenet newsgroup is prohibited. Anonymous
transmission of any sort is prohibited.
SPAM is defined as any
unwanted and unsolicited transmission of data through email and UseNet
newsgroups. It includes but is not limited to: advertisements for goods or
services, chain letters and multi-level marketing, off topic postings to mailing
lists or newsgroups, any message sent to more than 5 newsgroups or 3 list
owners.
Any violations will be
considered a breach of this agreement and will result in the immediate
cancellation of all services without warning.
10. AVAILABILITY OF THE
SERVICES:
Midwest Internet may change its POP numbers
at any time. Midwest Internet reserves the right to direct Members to use certain numbers to
access the service or to restrict use of specific access numbers. User names,
passwords and email addresses are Midwest Internet's property and Midwest
Internet may alter or replace
them at any time.
11. THE Midwest Internet INTERNET OATH OF
PRIVACY:
Midwest Internet will not give out your
email address and/or personal information to any 3rd party entity, with the
exception that if Midwest Internet is acquired, it may have to provide this information to
the purchaser of the business so they can continue providing service to you.
12. DISCLAIMER OF WARRANTIES
and LIMITATION OF LIABILITY. EXCEPT FOR CERTAIN PRODUCTS AND SERVICES
SPECIFICALLY IDENTIFIED AS BEING OFFERED BY Midwest Internet.
Midwest Internet does not control any
materials, information, products, or services on the internet. The internet
contains unedited materials, some of which are sexually explicit or may be
offensive to you. Midwest Internet has no control over and accepts no responsibility for such
materials. You assume full responsibility and risk for use of the services and
the internet and are solely responsible for evaluating the accuracy,
completeness, and usefulness of all services, products, and other information,
and the quality and merchantability of all merchandise provided through the
service or the internet.
The services are provided on
an "as is" and "as available" basis. Midwest Internet does not warrant that the services will
be uninterrupted, error-free, or free of viruses or other harmful components.
Midwest Internet makes no express warranties and waives all implied warranties including, but
not limited to, warranties of title, no infringement, merchantability, and
fitness for a particular purpose regarding any merchandise, information or
service provided through Midwest Internet or the internet generally. No advice or information
given by Midwest Internet or its representatives shall create a warranty.
Midwest Internet and its
employees are not liable for any costs or damages arising directly or indirectly
from your use of the services or the internet including any indirect,
incidental, exemplary, multiple, special, punitive, or consequential damages. In
any event, Midwest Internet's cumulative liability to any member for any and all claims
relating to the use of the services shall not exceed the total amount of service
fees paid during a one month period.
13. INDEMNIFICATION:
Customer agrees that it shall
defend, indemnify, save and hold Midwest Internet harmless from any and all demands,
liabilities, losses, costs and claims, including reasonable attorney's fees
asserted against Midwest Internet, its agents, its customers, officers and employees, that
may arise or result from any service provided or performed or agreed to be
performed or any product sold by customer, its agents, employees or assigns.
Customer agrees to defend, indemnify and hold harmless Midwest Internet against liabilities
arising out of: (1) Any injury to person or property caused by any products sold
or otherwise distributed in connection with Midwest Internet's server; (2) Any material
supplied by customer infringing or allegedly infringing on the proprietary
rights of a third party; (3) Copyright infringement and (4) Any defective
products sold to customer from Midwest Internet 's server.
14. AGENT REFERRED CUSTOMERS
If subscriber was referred to
Midwest Internet by an Affiliate or Authorized agent, please keep in mind
that the agent’s sole partnership with Midwest Internet is to offer internet services,
and to provide initial setup assistance with the account.
By subscribing to an agent,
agent is not to be held liable for anything whatsoever, to include access to
services, suspensions or terminations, clerical updates to account, or account
terminations. It is the customer’s sole responsibility to use the proper
channels to contact and utilize support ticket services and phone support with
Midwest Internet in regards to the account.
Authorized Agents, however, are
authorized, but not obligated, to submit requests or changes on your behalf.
15. UTILIZATION OF SUPPORT &
BILLING CHANNELS
In an effort
to minimize our telecom costs, and offer superior support and pricing to our
customers, as of 9-14-2005, we have updated the support policy.
***************
As a Virtual ISP (VISP) Most
of our communication is done via messaging and live online. All orders,
calls, support tickets, and upgrade requests are sent into a virtual queue and
handled in the order received. We can handle 5 times more requests
received by email, text, or voicemail. Being tied to the phone with a
single person, limits productivity. As such, the main office will not
accept live calls from customers anymore. If you leave a voicemail, the
voicemail goes into the TOP of the queue, and is sent to the manager on duty, 24
hours a day. It will be handled as if it were a live call, in the order it
was received, but also by priority. If your call involves not being able
to connect, immediate action will be taken. All other policies involving
what not to call for supersede this new communication method.
*****************
By default, if customers
request for support does not relate to actually connecting to the internet, and
the customer can connect, customer must use
the support ticket system, and allow up to 24 hours for resolution. If
request is sent after
3PM CST, request must be allowed until
9AM CST the following
business day for resolution. Most support tickets are handled within 30 minutes
of receipt. When using the support system, replies are by email unless
otherwise noted. If phone reply is requested, this can happen anytime
between 7AM and 11PM.
For customers that cannot
access the internet and your account is paid up and active, it is asked that you use the Self-Help guide first to make
sure that fault for inability to access the net is not on PC/customers end.
This significantly reduces wait time. 80% of Support related issues are
customer end, and due to improper login/format or incorrect usage of access
numbers. Once this is determined, please call customer service at
1-877-701-1108.
All billing, cancellation,
domain, web hosting or acceleration account issues must go through the online
support system first. Standard support resolution times will apply.
The main office handles these account changes in the ordered received, and phone
calls will not expedite these requests.
Our customers are encouraged
to contact the main office directly when they feel that customer service has
improperly handled their issue against policy, or was not friendly. But,
we do not encourage attempts to skip the chain of command, and always call the
main office or management when they have a concern. You may contact a
manager in the main office anytime by e-mail or by leaving a voicemail, but excessive phone based
inquiries may result in loss of free phone support privileges, or a $3.00
monthly fee will be added to your monthly service charges. You will be
notified via a final warning before this charge takes affect. Once charge
is implemented, it will not be reversed.
Support tickets and phone
support for technical assistance are solely to be used setup internet services.
Once the issue has been concluded to be a hardware customer end problem, and you
have been referred to consult with a reputable computer technician, we are no
longer responsible for technical issues until these problems have been
addressed. We will not provide general computer support by phone.
All calls are monitored, and calls that go in depth on general computer problems
not related to your internet service will result in dedicated phone support
charges.
16. RIGHT TO AMEND TERMS OF
SERVICE
This agreement, and Midwest
Internet's
other user policies posted on Midwest Internet's Web site constitute the entire agreement
between you and Midwest Internet with respect to your use of the Services.
Midwest Internet may revise, amend, or
modify this agreement, and any other user policies and agreements, at any time
and in any manner without prior notice. All amendments are made affective
immediately unless otherwise notified.
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