Service Package Consolidation FAQ

Q1: Why is my package being changed?

A: We are enhancing our packages with important upgrades and user-friendly features, such as more overall storage, increased bandwidth, and the option to self-manage your account. 

Q2: When does the new package take effect?

A: Your account will be updated to the new package at your next service renewal. For example, if your existing service period ends on November 30th , your next renewal date is December 1st . 

Q3: How do I know when my service period ends? 

A: You can find your service period start and end date on your most recent invoice. 

Q4: Can I get a credit for services already paid?

A: Your payment is valid through to the end of your service period. If you choose to cancel a service early we cannot issue a credit on payment that has already been made. 

Q5: I have questions; what is your contact info? 

A: You may contact us by email at support@smartt.com or toll free at 1-888-407-6937 option 3. We are open for account and billing inquiries during our regular business hours Monday through Friday, 7:30 AM to 5 PM Pacific Time.

Q6: I do not wish to continue with the new package; what must I do? 

A: There are several options. 1) You may choose a different service package, 2) you may migrate your service away to another provider, 3) you may discontinue your service. In all cases we will honour your existing service period and will update your account accordingly at your next renewal.

Q7: What will happen to my service if I don’t respond back by the specified deadline?

A: By default, your package will be updated to one of the new packages by the scheduled deadline. In most cases, we will update your service to a new package that is equivalent to or better than your existing service. In the case your service is being discontinued, you may need to migrate your services to a new provider.