In this article you will learn:
- What are ancillary services and how do they work
- How to manage additional services:
- How billing for additional services works
- Common problems
- Frequently Asked Questions
Additional services
Additional services are optional additional settings to various services. These include:
You can activate the additional service once on a trial basis, for up to 7 days free of charge. If you deactivate it again within 7 days of activation, the system will cancel the supplementary invoice again.
Some additional services may have different free activation rules.
For complete overviews of additional services, including links to detailed information, please visit the service product pages or the customer administration.
Management of additional services
You can activate or deactivate the extension in the new service order or later in the customer administration.
Additional services in the order
In step 1 of ordering a new service, you will find an overview of the extensions available when setting up a domain or hosting. Some additional services are only available after setting up the service in the customer administration.
The recommended additional services are activated in the order and included in the order price.
Activate or deactivate an additional service in the order by ticking or unticking the corresponding list item. Click on the link to view the product page of the additional service.
Additional services in customer administration
To activate, deactivate, or change an additional service in the administration, first enter the following steps in the additional service control panel:
- Log in to the customer administration ⧉.
- From the top menu, select the type of service whose additional services you want to manage.
- Select a specific service from the list.
- Select Additional services from the left menu.
Manage additional services services:
In the control panel, you can click on:
- link with the name of the additional service to view detailed information about the additional service;
- green button + to activate the additional service;
- magnifying glass button to set or deactivate the additional service.
The settings will take effect within half an hour.
Please note that when you deactivate and reactivate an additional service, the system will issue and send a new invoice regardless of whether you have paid for the additional service during the period or not. If you have deactivated and reactivated in error, please claim the new invoice in response to the email requesting payment or via the ⧉ form.
Management of the additional service in the customer administration is available until the expiry of the main service. After this time, please request changes from customer support via form ⧉. Provide the type and name of the service followed by a list of requested modifications to the additional service.
Invoicing of additional services
We only issue invoices for additional services. The system will issue and send the invoice for the ordered additional service within 1 working day. The due date can be found on the invoice.
From the next billing period onwards, the main service and all additional services are billed together.
If you need to change your billing information, please make the change before payment by following the instructions in Services - Billing Information and requesting a document correction via the ⧉ form.
Outstanding invoices for ancillary services
If you fail to pay the invoice on time, VEDOS may suspend the service in accordance with the General Terms and Conditions.
For additional services, the system normally issues an invoice with a 10-day due date. If the invoice is not paid, the billing department takes over the matter:
- Within a few (usually 4) days of the due date, an employee of the billing department of WEDOS a.s. will contact you with a 1st reminder. In this, you will usually be asked to pay the invoice within 7 days.
- If you do not respond to the first reminder within 3 working days, the billing department sends a second reminder to pay the additional invoice by a specified date.
- If you do not respond to the second reminder, the billing clerk will suspend the service until an agreement is reached to resolve the missing balance, usually by paying it or by canceling and charging the prorated period to the expiring service.
These times are approximate and may change according to the current workload of the billing department.
Trial period for additional services
Additional services added in the customer administration are subject to a 7-day trial period. If you deactivate them again within 7 days of activation, the system will automatically cancel the supplementary invoice.
Common problems
Common problems with ancillary services include:
- Prohibiting access to the management of an additional service
- The additional service cannot be reconfigured or deactivated
- Repeated call for payment of additional service
- Outdated billing information
Unavailable management of additional services
Problem: The interface for managing additional services shows: To set up a supplemental service, the service must be less than 0 days before expiration.
Cause: the system does not allow the customer administration to edit additional services of the main services that are about to expire or have expired. Modifications can be made by Customer Support upon authorized request.
Solution: Request changes from customer support via the ⧉ form. Please provide the type and name of the main service followed by a list of requested modifications to additional services.
The additional service cannot be deactivated
Problem: The deactivation button is missing in the details of the additional service, instead an error message is displayed.
Cause: Some additional services cannot be removed because the system contains elements that enabled the additional services in the first place, such as the volume of e-mail in mailboxes, the number of aliases/CRON jobs, etc.
Solution: Before deactivating an additional service, make sure that the service parameters match the service without the additional service.
If you have deleted the mailboxes but the additional service still shows a request to reduce the size of the emails, please contact support to update the service quota.
Repeated call for payment
Problem: An invoice arrived requesting payment for a previously paid additional service.
Cause: The most common cause is the deactivation and reactivation of the supplementary service.
Solution: If you have deactivated and reactivated the additional service during the already paid period, claim the new invoice in reply to the email with the payment request or via the form ⧉.
Outdated billing information
Problem: Billing information is out of date.
Solution: Before paying the invoice for the additional service, change the billing details of the service according to the Service - Billing Details instructions. Then request a correction to the invoice via the ⧉ form. Only pay the invoice with the correct details.
Frequently Asked Questions
Why do you invoice each additional service separately?
Each additional service is invoiced separately by the system when it is ordered, until the current expiry of the main service. In the following period, the main service and all active additional services are invoiced together.
I cancelled an unwanted additional service, will you refund my money?
We do not refund the money for the additional service already paid for, even in the form of a transfer to another hosting service.