1. Invoices to your account will be based on end-user usage.
   
   • There will be a minimum flat fee of $25 per month for the first 50GB.
   • Usage for customers on your Default Billing Profile will be totaled. You will be charged a per GB-month rate that gets lower as total volume grows. See pricing details.
   
   
2. Invoices for the prior month’s usage will be sent on the 2nd day of each month. The credit card on your Default Billing Profile will be charged on the 7th day of each month.
   
   • For example, you will receive an invoice for August usage on 9/2 and your credit card will be charged on 9/7.
   
   
3. You will be responsible for invoicing and processing payments from customers.*
   
   • If you are in search of support or recommendations in this area, please feel free to contact us.
   
   

If you have any questions regarding the above changes, please contact us at resellers@vaultservices.net.

* For continuity of service, Vault Services will continue to charge the accounts that were previously set up for individual customer billing. However, (1) These accounts will not be applied toward your total end-user usage in the new pricing structure. (2) By default, individual customer billing will not be available when you create new end-user accounts, (3) You can switch these accounts to your Default Billing Profile.

Each new user you add to your account must be associated with a valid billing profile. For most accounts, this will be your Default Billing Profile.

Vault Services automatically bills the credit card associated with the Default Billing Profile each month. If your total account storage surpasses $1,000 in fees, you have the option to request invoices rather than pay via credit card.

Please note that you will need to have your own billing process to collect payment – you are responsible for collecting payment based on the pricing structure that you have established with your customers.

If you have any questions about the billing process, please contact us at resellers@vaultservices.net.

You can add a new user from either of the following two tabs:

• From the Dashboard, click on "Add New User" under the User Account Management icon.
• From the Users tab, click on the "Add New User" button on the right side of the page.

Go to the Users tab or click on "Search Users" under the "User Account Management" icon from the Dashboard.

Depending on the information you have on your user, you can search by the Display Name, Email address, or the last four digits of the billing credit card associated with the account. Use the 'Match" function in case you are unsure of the spelling of your user's email or display name, or think it might have been entered incorrectly at the time of registration, as it will return any users who closely match what you input in the "Search" field.

You are primarily responsible for acquiring and maintaining customer relationships. This includes setting up and closing accounts, managing billing, collecting and processing payments, providing the first line of customer support and handling other customer communications as the need arises. For more information about your responsibilities for your account, please see the Terms and Conditions.

Yes. We provide MSRP guidelines to help you identify competitive prices that will earn a healthy margin; however, we encourage all of our partners to establish their own prices and pricing models based on their knowledge of their customers.

We invoice based on your customers’ average daily storage. In most cases, customers finish a month with more storage than they started with. As a result, your invoice may be for less than the amount of your customers’ current storage. There are also instances when customers delete files and reduce storage before the end of the month. In those rare instances, the invoice would be for more than the amount of the current storage.

Unless a separate agreement has been made, the standard calculations for invoices are:

1. Each day, we measure each of your customer’s total storage amount (including active files, archives and trash).
2. Over the course of the month, we take a weighted average of the customer’s usage. So, if your customer had 10 days in January with no data use, then started storing 100GB of data on the 11th day, the usage calculation for January would be: 10/31*0 + 21/31*100GB = 67.74GB
3. We total the usage from step 2 for all of your customers.
4. Using the pricing structure, we calculate the appropriate billing rate. Please see the Vault Services pricing page for more details on pricing tiers based on usage.

We send automated messages when a customer account:

1. Exceeds its limits. This enables the customer to take immediate action to reduce their storage or upgrade their account with you. OR
2. Gets suspended – typically an account will get suspended because no action was taken within 30 days of exceeding the account limits.

The only other instance when we would contact a customer account is if the agreement between you and Vault Services were terminated and you did not provide a transition plan for your customer accounts (and their data) within 10 days of termination.

We are sorry to see you go. Please contact us at resellers@vaultservices.net to let us know that you no longer want to be in the program.

Please include information about how you would like to handle your end-user accounts and any support you may need in communicating changes to your customers. Typically, if you terminates your relationship (via request or non-payment), we keep the end-user accounts open and accessible for 30 days. After 30 days, depending on your request of the original, we close the end-user accounts or we maintain the accounts via individual billing to avoid an interruption in service.