15 Dec
2016
15 Dec
'16
9:12 p.m.
On 15/12/2016 17:20, Andy Smith wrote:
a) After at least 21 days of sending email alerts to
the main
contact and the emergency contact and receiving no response, a
firewall rule will be added to block the problematic service and
an invoice will be raised for a managed firewall service, which
will be a monthly recurring charge. This will be quite expensive.
Or:
b) After at least 21 days of sending email alerts to the main
contact and the emergency contact and receiving no response, the
VPS's networking will be suspended. Networking will be re-enabled
when contact is re-established and a plan for securing the
problem service is agreed by both BitFolk and the customer.
I personally prefer (a) with sms notification but I think overall (b)
would be more effective for you. Charging people who don't monitor
contact emails would probably mean they won't see the invoice either.
Then, when you eventually manually hunt them down or their contract term
ends, they'll have a mountain of debt and will probably dispute it.
I would expect that it must be stressed more prominently to the
customers that it's their responsibility to keep their information
up-to-date and what will happen if they don't. Maybe a periodical stock
email reminder "is your information up-to-date? go here to check". You
could piggy-back some kind of mini-newsletter on that, too. E.g. the xen
fixes.
--GM