Acceptable Use Policy
Acceptable Use Policy (AUP)
Effective: January 2015
By opening an account, you agree to abide by all policies of Pacific Internet. The following policies apply to all users of Pacific Internet. Failure to adhere to the policies may result in termination of the account. Pacific Internet reserves the right to change policies at any time. Users will be notified on the Pacific Internet 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 makes no warranties of any kind, whether expressed or implied, for the service it is providing. Pacific Internet also disclaims any warranty of merchantability or fitness for a particular purpose. Pacific Internet 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 Internet local access numbers. Pacific Internet reserves the right to refuse service to anyone.
Conversely, anything done purposely or inadvertently that harms or damages Pacific Internet 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 Internet 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 Internet 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 Internet cannot be resold without the written permission of Pacific Internet.
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.) The use of your connection, your email account or your website to transfer copyrighted, illegal or otherwise prohibited* material can result in immediate termination of your Pacific Internet account.
*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. All files, including, but not limited to, operating system, webpages, audio or video files, outside of any paid hosted domain is the exclusive property of Pacific Internet. All files within the hosted domain are strictly the property of the host. Hosting Customers will not have the ability or permission to access any areas outside their hosted domain. Hosting Customers are advised to have a full site backup at all times. PERL, PHP and other scripts must be installed with secure permissions. Scripts installed in an insecure manner or that allow unsafe or unrestricted access to services may be removed or disabled by Pacific Internet to protect the server and other hosted sites at the discretion of Pacific Internet.
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 recipients per message. Mailing lists exceeding that number will not be allowed through the outgoing mail server until the list is divided into groups of 100. Any Email lists must be collected using a Confirmed Opt-In process.
Your mail server storage quota is limited to a total of 1GB of mail at any time, including webmail. With regard to webmail, 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 retrieve new messages until you have made space by deleting messages from the server that are no longer needed. When your quota is exceeded, incoming mail is spooled for 2 days, and delivery reattempted. If it is not possible to deliver the messages after 2 days, due to your mailbox remaining over quota, the messages will then be returned to sender. Keeping your mailbox under quota will ensure that this does not happen.
If a given mailbox is not checked for 120 days (4 months), new mail will not be accepted for the mailbox, and will be returned with an error message "Mailbox Disabled for Non-Use". To re-enable a disabled mailbox, simply check the mailbox using a normal email program or webmail. Within 15 minutes, mail will again be accepted for the mailbox. 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 Internet 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.
Please call the tech support number when you need assistance. If you call the main office number outside of business hours you will only be able to leave a voicemail message which will not be accessed until the office reopens. The number to call for support is 707-463-8214. If your email is working, we encourage you to email firstname.lastname@example.org 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. There is also an online support form at www.pacific.net. 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.
Information collected by Pacific Internet from its customers will not be given to any other third parties. Pacific Internet 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.
All payments for access are due in advance. Monthly billing is done by automatic credit card processing. Quarterly and yearly accounts can be paid by check, cash or credit card (not applicable to Fusion service.) If you choose to pay on an annual basis, you will receive a 20% discount off of our regular rate (discount only applicable to specific services.) If you cancel your account within your annual term your refund will be prorated at the regular rate, which does not include the 20% discount.
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 Internet 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.
If your account is set up for automatic credit card processing and declines the charge, you are subject to a $5.00 declined credit card fee. Automatic billing is processed once a week; if your card declines a second time, your account will be suspended. If payment isn't received within two weeks, your account will be canceled and you will be responsible for any charges incurred.
Pacific Internet offers a thirty-day, money back guarantee for dialup service only. If you are not satisfied with the service within thirty days, all access fees will be refunded upon cancellation.
Pacific Internet offers a "customer referral" program. Any customer who refers a new account to Pacific Internet will receive a $10.00 credit good toward current Pacific Internet services.
Cancellation of your account must be requested in writing. This can be accomplished by sending notification via postal service, emailing email@example.com, or sending a fax to 707-468-5822. You can also stop by our office and sign a cancellation form. Cancellations 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. Line activation and installation fees are non-refundable.
Accounts become delinquent 10 days after the first day of the billing cycle. 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 cannot be put on hold. Users who will be unable to connect for extended periods of time should cancel their account and reinstate it at a later date.
Pacific Internet provides equipment in order to ensure the customer's ability to use our service. We lease modems and modem/router combination units and sell modems. Customers are not required to obtain equipment through us.
Equipment Rental Policy
Leased equipment is guaranteed for the duration of the lease. Defective units are replaced at no charge. All customers who choose to rent a DSL modem or modem/router combination unit will be responsible for returning the equipment at the end of their service term, whether the service was terminated voluntarily or not (e.g., non-payment). All equipment must be returned within two weeks of account closure. If the equipment is not returned in a timely manner and in working condition, the customer agrees to purchase the equipment at its full sale price. The customer further agrees to allow Pacific Internet to use their card on file or any available credit on the account for reimbursement of the equipment.
Modem Sales Policy
The only equipment Pacific Internet sells are modems. If you require or desire a router, you may lease equipment from us, subject to the stipulations of our Equipment Rental Policy, or purchase your own. All modems sold by Pacific Internet are under warranty for 30 days. Equipment purchased under previous warranties are subject to the terms at the time of purchase (prior to January 13, 2015, the warranty period was one (1) year). If the modem malfunctions during this time, Pacific Internet will replace it at no charge. The warranty period only applies from the date of a modem's purchase; it does not apply to modems replaced under warranty. If Pacific Internet deems that the modem is malfunctioning due to circumstances outside of typical modem failure (power outage, power surge, abuse, dust/dirt, heat, etc.), the warranty will be nullified and it will be the customer's responsibility to purchase another modem, either from Pacific Internet or a third party.
Fusion Installation Policy
The customer acknowledges and agrees that Pacific Internet or our designated service provider may be required to access your premises or system and to install your ADSL2+ Equipment, including the modem, phone line and its components, necessary for you to receive the Service inside and outside your home. By signing this Agreement, scheduling a service or installation visit, and permitting us or our service provider to enter your home, you are authorizing Pacific Internet or our service provider to perform all of the above actions. NEITHER PACIFIC INTERNET NOR OUR SERVICE PROVIDER SHALL HAVE ANY LIABILITY WHATSOEVER FOR ANY LOSSES RESULTING FROM INSTALLATION, REPAIR, OR OTHER SERVICES, INCLUDING WITHOUT LIMITATION, DAMAGE TO YOUR PREMISES, LOSS OF SOFTWARE, DATA OR OTHER INFORMATION FROM YOUR COMPUTER. You are responsible for backing up the data on your computer and we highly recommend that you do so prior to permitting access to us or one of our designated service providers. This limitation does not apply to any damages arising from the gross negligence or willful misconduct of any installation or maintenance service provider. Time frames for installation, if any, are not guaranteed and may vary depending on the types of services requested and other factors.
Copies of this policy are posted on Pacific Internet'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.