Billing FAQ

As announced previously, we are migrating to a new billing system on June 1, 2020. With any change there is the risk for confusion, so it seemed prudent to create a Frequently Asked Questions area in the quest for clarity. If you have a question that isn’t listed here, please contact us and we will get you an answer.

Q: Why are you making this change?

A: Our prior billing system was getting long in the tooth. Features requested by our clients like online, self-service billing were either unreliable or unavailable. Features we desired, like modern reporting and integration with different payment platforms were also lacking.

Q: I have a credit from the old system but got a new invoice, what happened?

A: We’ve run across our first snag with the new system. Unlike the old billing system, it does not automatically apply credit to invoices. So, we’re combing the system and we believe we’ve caught these instances now. But if you believe you have a service credit and still got an invoice, contact billing (at) servlet.com and we’ll look into it.

Q: Why is my total charge different in the new billing system? Did you raise rates?

A: No, we did not raise rates. We did however, as required by law, apply sales tax and in some cases, the rates have changed from the prior system where old sales tax rates were never updated. In other cases, our accountants advised us to begin charging sales tax on some services. And in some cases, there are services that we charged for (i.e. paper invoice fee) that no longer apply in the new system, though that would be a reduction in cost rather than an increase.

Q: Will I still receive a paper statement each month?

A: No. All statements will be transmitted via e-mail to your account of record. You are welcome to print the statement locally if you need a paper copy for your records. Also, if you need to update your e-mail address of record, please contact us. Related, the old paper invoice fees are eliminated.

Q: What will the e-mail invoice look like?

A: It will be in an email from Logical Solutions via Freshbooks and look something like this:

Q: I pay via credit card or auto draft from my bank now, will that simply continue?

A: No, the initial invoice will arrive and you will need to click on it and then select a method to pay. We do not keep unencrypted credit card/bank info for your protection. You can click the link to pay each month or you have the option to create a Freshbooks account (free) and store a payment method. These can be automatic or on-demand as you prefer.

Q: I pay via check now, do I need to change anything?

A: No, send checks as you normally do.

Q: Will I get a new customer number?

A: Yes, the old customer numbers will no longer apply. The new system works via name versus number.

Q: I have a credit balance on the old system, what happens to it?

A: All credit balances as of May 31, 2020 will be accounted for with a single journal entry in the new system for the balance at that time. This balance can be applied to subsequent service invoices.

Q: What will charges look like in the new system?

A: The will be labeled as Logical Solutions via WePay.

Q: I have unpaid charges, will those transfer to the new system?

A: Yes, and on May 21 late notices were sent with detail of the charges in arrears. A single invoice for past due balances will be posted in the new system in late May.

New Billing System June 1, 2020 – Action May Be Required

On June 1, 2020 we will be implementing a new billing system from FreshBooks. The reason for this change is that we’ve run up against limitations in our current billing system that we are no longer able to work around and feel this is the only alternative. Depending upon how you receive invoices and how you currently pay your bills, some action may be required for you including setting up a FreshBooks user account, re-entering credit card/bank information, and/or printing invoices.

Things that will remain the same for all clients:

– Service levels
– Rates for your Services
– Receipts will be emailed
– Payment address and payment company name

Things that will change for all clients:

– From address for billing emails: “Logical Solutions via FreshBooks” mail@freshbooks.com
– You will be able to manage your account info, contacts, addresses, phone numbers, emails, payment information directly on the FreshBooks billing system if you choose to do so.
– Your current client number will no longer be meaningful after June 1.
– Paper invoices will no longer be sent via USPS
– If you have an overdue balance as of May 31, there will be a single invoice created to reflect that balance.
– If you have a credit balance as of May 31, there will be a single credit created in the system for the amount as of May 31.

How you will receive invoices starting June 1, 2020:

The FreshBooks billing system will send you an electronic invoice via email to the address of record on your customer account.

If you currently receive a physical invoice in the mail, you will need to open the email invoice and print locally to create a hard-copy invoice.

If you currently receive an email invoice, the format of the invoice will change and the From address will read “Logical Solutions via FreshBooks” with a sending address of mail@freshbooks.com. If you press reply, it will start an email to billing@servlet.com.

How you can pay invoices starting June 1, 2020:

If you pay via check, you can continue to do as you were sending manual/automatic payments to:

Logical Solutions
PO Box 266
Yellow Springs, OH 45387

If you pay via credit card or bank account, click the “View Invoice” button which will open a browser and direct you to the invoice on the FreshBooks site. You will then have the option of entering credit card/bank information and creating a FreshBooks account to save the information to apply to future invoices.

Email receipts will be transmitted after payment is recorded, as in the current system. However, those receipts will also read “Logical Solutions via FreshBooks” with a sending address of mail@freshbooks.com.

A final word…

No change is ever smooth or comfortable, so we make this one with some trepidation. But we believe that the benefits that accrue outweigh the risks. If you have an issue, question, or concern, please do feel free to contact us at billing@servlet.com and we will address it. We appreciate your patience and understanding as we all go through this transition.

We will send a few communications about this change over the next few weeks and the latest status can always be seen at https://servlet.com/billing/

Thank you all for your business and loyalty over the years. We hope that you, your families, and your colleagues are healthy, safe, and sane during this turbulent times.

Sincerely,

Mike Harding and The Logical Solutions/Servlet Team

Late Fees Waived

During this turbulent time we are very mindful of the emotional and economic impact of the COVID-19 pandemic.  Like you, our daily routine has been disrupted and we are facing the same financial cliff that many of our clients face.

In light of this, we will be waiving late fees for the foreseeable future.

Beyond that, if you are one of our clients impacted by the disease and you will be unable to pay your bill, contact us, let us know what’s happening, and we will do our best to help out during the crisis.

We are all in this together and we want to help in any way we can. Stay safe out there folks.

COVID-19 Status

As we are all responsibly socially distancing ourselves, isolating, or quarantining as our cases may dictate. Despite these challenges, Servlet remains open and in business.

Because of the nature of our work, the majority of what we do for our clients can be completed in a remote environment. We will comply with all health and wellness recommendations and will complete all necessary work for our clients in this remote manner.

Finally, we wish all of you level-heads and positive outcomes from the days and weeks ahead. If there are co-location, hosting, web, e-mail, or something custom needs you have, don’t hesitate to ask using the Support form.

Self-Service Billing Available

April 2nd, 2020 Update: Well, it appears we were pre-mature on this announcement, it doesn’t reliably work. So we will be upgrading our billing system over the next couple of months to make this a reality. Stay tuned.

After 25 years of doing things the hard way, we’ve joined the club and have made it possible for you to manage your own billing experience. Need to update a credit card? Great, you can do it online securely. Need to change your address, phone number, and/or email? Again, do it online. Want to see your invoice and/or payment history? All possible online.

To get started with online billing, either contact support@servlet.com or complete the Support Form and we will setup credentials for you to login and take control of your billing info.

Already have credentials? You can login here.

Dayton.Net

Dayton.net is a fully owned subsidiary of Logical Solutions and has been co-located in the Servlet infrastructure.

If you have an issue that you need some assistance resolving, please contact us. The more specific you can be in describing the issue, the better the chance we can help get to a quick and correct resolution.

To Check Mail for Dayton.Net and Coax.Net:

Check your Dayton.Net account via webmail.

Check your Coax.Net account via webmail.

Other client settings:

Incoming Mail Server: datanetix.servletinc.net
IMAP Port, 143 or 995 (recommended)
POP Port, 110 or 993
Username, full email address and you know your password.
Security, Start/TLS

Outgoing Mail Server: datanetix.servletinc.net
SMTP Port, 587 or 465
Username, full email address and you know your password.
Security, Start/TLS

If you are having issues, please submit your contact info and problem description in the support form.

Servlet Internet Services joins Logical Solutions

Contemplating his next adventure, owner-operator of Servlet Internet Services, Bruce Cornett has transferred his interest in the company to Logical Solutions. We are delighted to welcome Servlet back, we were co-founders in the company in the mid-1990s. As of today, the Servlet clients have been integrated into the Logical Solutions infrastructure and operations.