After recent feedback from many of our clients via surveys and direct communications, we have made changes that will assist with the majority of the common improvement requests. We expect this will result in a far better outcome for all of our clients.
The changes we are rolling out today across the billing team and system are:
Commencing on the 1st of March 2019, all written support communication will be handled directly from within the MySAU portal, meaning that if you normally email us, this will now need to be initiated via the MySAU Portal.
This will ensure that verification processes and customer security is improved as we will no longer require client verification when submitting support requests online through our secure portal. You will simply be able to log in and get support straight from the portal and due to the portal being fully encrypted end to end, your information and communication will be secured via our online SSL and portal. All details will stay ‘on net’ and not have to traverse any email systems.
Our New mySAU Portal Conversations
Servers Australia removed Direct Deposit in favour of BPAY, and this has provided efficiencies and helped to alleviate reconciliation issues.
The cut off for accepting Direct Deposit was the 13th August 2018, however we have been allowing payments to still be made to the Servers Australia bank account. As of the 1st of March 2019, Direct Deposit will no longer be accepted unless an agreement has been made with Servers Australia.
Direct Deposit is unfortunately not something Servers Australia can support moving forward, manually processing up to 4,000 deposits a month that often do not have reference numbers or Invoice numbers, is not something that is sustainable or economical for any large business. As such, we are moving everyone that uses Direct Deposit to BPAY, which is of similar nature to Direct Deposit, but will allow customers to make payments to a single reference number and pay any amount at any time into their account without the need for Servers Australia billing staff to reconcile the payments. We also auto match payments that match the exact dollar amount to the right Invoice, making your accounting system and ours match more accurately.
BPAY is currently only available to Australian Customers. Customers still wishing to pay from their bank, can discuss with us Direct Deposit and Direct Debit options, however these options are for large and enterprise customers only.
When Servers Australia first started there was an 8% late fee for all services. This was when Servers Australia was selling $20 a month shared hosting, and 8% was obviously not a huge amount and an acceptable late fee. As we have grown, the average invoice has also grown 100 times that now. Therefore, effective immediately, we have changed ALL late fee’s to be a flat $15 fee no matter the client, and or the size of the Invoice.
We have also changed late fee’s to now be added 14 days after the due date, as we really don’t want to be adding late fees.
If you do get a late fee added, we also now give you the opportunity to have this reversed by making an immediate payment online via Credit Card or PayPal, just another way to try and avoid that $15 fee!
We have also stopped the pesky ‘overdue reminders’ via email, all clients will now get one friendly reminder via email and SMS when your Invoice is 4 days overdue, which is 4 days past the due date. After this time, we will then simply be in touch via phone, email or SMS from a real person to discuss your account.
You can reply to the email or SMS and ask for an extension of time or go online and submit for an extension or chat to us regarding your account. If you do happen to request an extension of payment online, this will avoid any late fees and extension requests are automated and instant!
We are also going to offer extended payment terms to eligible clients. If this is something that you would like, please reach out to our customer service team or your account manager and we can discuss these options with you.
We have reviewed all of our excess data consumption rates across the entire product range and reduced the charges for every one of our customers’ accounts. So, whether you have used all of your inclusions in the past or not, you will have a little more peace of mind that we are continuing to provide competitive services.
We'd love to hear from you if you have questions or comments on the changes we're introducing.
Have questions?