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Billing Policy

This billing policy document ("Billing Policy") describes EMC Corporation’s current eRoom.net Billing Policy. The terms of this Billing Policy may be incorporated by reference into one or more agreements between EMC Corporation and end users of the eRoom Software or eRoom Services and, if so incorporated,constitute material terms of payment. EMC Corporation may change this Billing Policy from time to time, provided that revised terms will not be binding against an existing End User with respect to activities pre-dating the effective date of a Billing Policy change or the date on which a new or revised Service Term is effective, whichever occurs first. Unless defined in this Billing Policy, capitalized terms used below shall have the meanings given in the applicable agreement.

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We guarantee your satisfaction. If for any reason you are not satisfied with a Community you create and pay for, simply shut it down and let us know within 30 days of its original creation. We will promptly issue a refund or credit as appropriate. You will receive a refund or credit only if the Community is closed during its first 30 days of service. Note that refunds or credits will only be applied to accounts with valid payment information. You will not receive a refund or credit for any non-paid trial on eRoom.net. To request a credit, contact the EMC Documentum eRoom.net Billing Department at billing@documentum.com or +1.925.600.5434 (Monday-Friday, 9:00am-5:00pm ET).

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eRoom.net offers two types of pricing plans: monthly and fixed-term. Each plan includes one eRoom Community and a fixed amount of disk space. The main differences between the plans are the number of Users included in the Monthly Fee, the rates for additional Users, and Term length. There are no differences in the product features and functionality.

The monthly plan is available for first-time and short-term End Users. It is ideal for End Users who start out with fewer Users, especially where projects will last less than 6 months or if End User is otherwise unable to commit to a minimum 6-month term length. There is no time or minimum payment commitment under this plan. Simply register, provide a valid credit card, and pay for what you use each month. You will be charged for only what you use, and you can leave at any time. To end a monthly plan, close the Billing Account that pays for your Community and you will be charged a prorated fee for your last month of use.

The fixed-term plans are ideal for customers who will be using the service for a minimum of 6 months and know approximately how many Users will be involved in these projects. In exchange for a lower monthly Base Fee and a greater number of set Users than available with the monthly plan, fixed-term customers agree to a minimum fixed contract length of 6, 12, or 24 months. You can subscribe to an account by providing either a credit card or a purchase order. Pick the combination of ‘number of users’ and ‘number of months’ that best fits your needs. Note that under this plan, you are obligated to pay at least the Base Fee associated with your chosen plan over the life of the term. You must choose the end-of-term behavior for a fixed term plan; the behavior will be one of the following:

As long as you remain a customer in good standing, all of your information will be preserved on the eRoom.net site. Once you close your account, all of your information and data will be removed from the site, and you will be charged for only the services consumed and for your outstanding Service Term obligations, if applicable.

Each account may subscribe to only one of the plans at a time. All communities created under or assigned to an account will be billed according to that account's plan.

For current eRoom.net prices, see Our Rates.

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The section entitled "Our Rates" indicates the applicable monthly Base Fee and the monthly charges for additional communities, Users, and disk space in excess of the amounts included in the Base Fee. At the close of each billing cycle, if a particular account's usage has exceeded the number of communities, Users, or disk space included in the Base Fee, it is subject to the corresponding additional monthly fees.

The maximum recommended number of Users per Community is 500. If more than 500 Users are required in a Community, please contact EMC Sales for applicable pricing and terms.

"Average Daily Usage" (ADU)
Usage figures are based on the “Average Daily Usage” (ADU) across all communities paid for by an End User. The ADU represents the average number of communities, Users and disk space used during the billing period, rounded to a whole number. ADU is determined at the close of each billing cycle.

If your Average Daily Usage is less than or equal to the usage thresholds available in your price plan, your charges will consist of the Base Fee. Any usage over the amounts included in the Base Fee will result in automatic overage charges, as described below.

Base Fee
The Base Fee includes one Community and a set amount of disk space. In addition, you get a fixed number of Users depending on the plan selected.

User Fees
For billing purposes, the number of Users within an account on a given day is determined by totaling the number of Users in each Community paid for by the account, regardless of how many invitations have been sent or whether they have been used. A User continues to be counted in the total unless he or she is removed from the User list, regardless of whether that User has participated in the eRoom or Community.

Each account's price plan determines the number of users included in the Base Fee, and the fee charged per User if the Average Daily Usage for Users exceeds that included amount. Every account includes a designated number of Users, which may be allocated across all communities paid for by the account. Users are considered unique per Community they are a member of Users belonging to multiple communities will be charged as Users in each Community. For example, a user that belongs to both Community A and Community B paid for by the same account will be considered a distinct User in both communities, and therefore will be counted as two Users for the Average Daily Usage calculation for that account.

As soon as a User has been added to a Community, the user becomes a counted User of the Community. The user does not have to log in to be counted.

If the average number of users in an account exceeds the amount allocated to the plan, there will be an additional per user charge automatically added to your bill. The charge for an additional user is determined by the price plan you are on, and is available on the Our Rates page.

Disk Fees
Each account's price plan determines the amount of disk space included in the Base Fee, and the fee charged for additional disk space if the Average Daily Usage for disk space exceeds that included amount. Disk space consumed by all communities paid for by your account is counted. If the disk space used by all of your communities at the end of the billing cycle exceeds its free amount, eRoom.net automatically bills your account for the additional disk space as set in the Our Rates page.

Items left in the recycle bin continue to count toward an account's disk space until they are deleted from the bin or the bin is emptied.

Additional Community Fees
Each account's price plan determines the number of communities included in the Base Fee, and the fee charged per community if the Average Daily Usage for communities exceeds that included amount. Every account includes one Community in the Base Fee. You can also create additional communities under the same Billing Account. There is an additional fee for each new Community paid for by the same account. Communities can be created, deleted, or assigned between accounts during a billing period, so a community only factors into an account's Average Daily Usage on the days of the billing period that it was assigned to an account. Also note that the number of Users in a Billing Account is calculated by adding the total number of Users in each Community together.

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eRoom.net offers the ability to use the service for twenty one days in Trial mode. A Community is considered to be in trial mode if you so choose after the Community is created. In this case, you will have a grace period of twenty one days to decide to either pay for, or abandon, the Community. If the latter, you don't owe eRoom.net any money for the use of the Community. Otherwise, you will be billed retroactively from the date you created the Community.

eRoom.net Trials include all the functionality of a standard eRoom.net account, except you will be limited to 10 Users, 5 eRooms, and a disk limit of 10 Mb per eRoom. You cannot import previously created eRooms, facilities or communities into a trial Community, although you may export information from a trial.

Pay or your trial will be automatically deleted
At any point during the trial period you may pay for the Community by changing your preferences in My Billing. When the trial Community is paid for, the limits imposed on trial communities are removed immediately. You will be billed retroactively from the date you created the Community.

The trial expires at the end of the trial period if the Community hasn't been paid for. When the trial expires, the Community and any information stored there will be locked and you will be unable to access it. You will have 10 days (the “reclamation” period) after it was locked to pay for your trial Community, after which time it will be irretrievably deleted, and all trial data and user information will be permanently removed from the eRoom.net site.

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Monthly Term Plan
Under the monthly term pricing plan, no minimum payment or minimum term of usage is expected. Each month you pay only for the communities, Users and disk space (including overage) used. You may close any or all of your communities at any time, or arrange for another account to acquire them from you, and merely pay the remaining charges on your next bill. As long as your account remains in good standing, you may remain in the monthly term indefinitely.

eRoom.net reserves the right to change the monthly fees for monthly term customers. In this event, customers will be given at least 30-days notice and will have the opportunity to discontinue service and will be responsible for charges accrued through the time they terminate their account.

Full payment is due 30 days from invoice date in US currency. Late charges of 1.5%, or the maximum legal rate, may be applied to overdue payments. Account more than ninety days overdue will automatically be locked and customer access will be restricted until payment is received in full.

Fixed-term Plans
Under the fixed-term plans, you agree to a minimum commitment equal to the Base Fee of your chosen plan times the selected term length. eRoom.net bills you at least the Base Fee each month during the term. Any monthly fees or usage above the minimum are added to your monthly bill, as described above.

Under the fixed-term plans, in the event that you delete any or all of your communities during the term, or your communities are reassigned to other payer accounts, you are still obligated to pay the minimum payment (Base Fee) for the remainder of your contract term.

During your term, eRoom.net guarantees the fee schedule will not be adjusted. At the end of your term, it will automatically be renewed or closed based on your selection. If you opt to continue using the service at the end of your term, it will automatically renew at the prevailing prices for the then-current selected plan.

Full payment is due 30 days from invoice date in US currency. Late charges of 1.5%, or the maximum legal rate, may be applied to overdue payments. Account more than ninety days overdue will automatically be locked and customer access will be restricted until payment is received in full.

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Each eRoom.net billing cycle lasts one month. Your first bill covers the period from the day you create or acquire your first Community through the end of the current billing cycle. If such a period is less than a full month, all charges that appear on your first bill are pro-rated accordingly. This includes charges for additional Users, communities, and disk usage.

Subsequent changes of service (canceling or adding communities or Users) are also billed in a pro-rated manner based on the monthly cycle.

Credit cards are automatically charged on the last day of the billing cycle. Invoices for customers paying by purchase order who have requested printed bills are mailed out shortly thereafter.

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Customers using the monthly term pricing plan require a credit card to pay their monthly bill. eRoom.net accepts VISA, MasterCard, and American Express. Customers using a fixed-term plan may pay with either a credit card or purchase order. Purchase orders must be made out for at least the Base Fee times the term length (for example, minimum amount for a Venture plan with a term length of 6 months would be US$11,994 ($1,999 x 6)). To avoid having to generate additional purchase orders during the service period, we recommend allocating your purchase order for an amount equal to your expected usage, taking into account the number of communities you expect to create, the number of Users you expect to invite, and your anticipated disk usage.

For both types of payment plans, your payment instrument is tied to the Billing Account. To use a different instrument for each Community, you must create separate Billing Accounts for each one.

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Purchase orders must meet these requirements:
  • Must be made out for at least the minimum fee for the plan you chose (Base Fee x term length). For example: if your base fee is $999, and the term length is 6 months, the minimum fee would be $999 x 6 or $5994
  • Must be issued in U.S. dollars
  • Must have an expiration date of no sooner than the term length
  • Must be submitted on company letterhead
  • Must include a signature
  • Must include your eRoom.net Billing Account name (Note: Your account name is essential for eRoom.net to know whose account your purchase order applies to.)

Purchase orders should be submitted by mail or fax to:

44. By Regular mail:

EMC Corporation - Documentum - eRoom.net
Attn: eRoom Finance / Revenue Accounting
176 South Street, Mail Stop 1/G-48
Hopkinton, MA 01758

By email:

By Fax:

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You can update your billing preferences in My Billing with new credit card information at any time if you wish to switch credit cards. However, if you want the change to be effective for the current billing cycle, you need to make the change at least ten working days before the cycle ends.

To update your billing preferences, log in and go to My Billing, then click the edit icon for the account you want to update.

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At any time you may upgrade your account's pricing plan from monthly to fixed-term, but you cannot switch from a fixed-term plan to another fixed-term or monthly until the current fixed term has completed.

Account Owners may upgrade from a monthly plan to a fixed-term plan at any time by logging in to eRoom.net and updating the account’s billing preferences in My Billing.

Changing a fixed-term plan mid-term is not permitted. A fixed-term plan can only be changed once the term has ended. When choosing a fixed term plan, you must choose which plan you want to switch to at the end of the current term. You can choose to automatically renew under the same plan, pick another term plan, downgrade to a monthly plan, or close the account. By default, all fixed-term plans automatically convert to a monthly plan at the end of the commitment.

When changing to a fixed term plan, you will be billed at the chosen fixed term plan rate immediately, and charges will be prorated in the current billing cycle.

For example, if you change to a fixed-term plan on October 10th and the billing cycle ends on October 31st, your October 31st bill will include charges from October 1 through October 10th at monthly rates, and charges from Oct. 11th to Oct. 31st at fixed-term rates.

Note that once you have committed to a fixed-term plan, the plan will not automatically be switched to a plan with higher thresholds if you exceed the amounts included in the Base Fees.

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You can create new Communities and eRooms at any time.

To create a Community, log in and go to My eRooms, then click the "create community" button to step through the wizard-driven creation process.

To create an eRoom, log in and go to My eRooms, then click the "create an eRoom" button to step through the wizard-driven creation process.

If you add a Community in the middle of the billing cycle, a pro-rated charge for it will appear on your next bill. There is no charge for additional eRooms.

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You can reassign a Community from one Billing Account to another. The account to which a Community is reassigned will assume the responsibility for paying for it. When a Community is reassigned, the former Billing Account is billed for usage up to the reassignment date and the new Billing Account is billed for usage thereafter. The corresponding charges appear on these two accounts' next regular bills.

To reassign a Community, the following conditions must be met:

  • The Community must be active, i.e. not deleted.
  • You must be an owner of both the original and acquiring accounts. (You do not need to be a User of the Community being reassigned.)
  • To reassign a Community, log in to eRoom.net and go to My Billing. Click the “reassign” button next to the Community to be reassigned. Note that the Billing Account must be set up before the Community can be reassigned. To reassign multiple communities, simply repeat this process for each one.
  • Billing Accounts on a fixed term pricing plan remain responsible for the minimum monthly fee even if all their communities are acquired by other accounts. The empty fixed-term account may be closed once the term length has expired.

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To discontinue billing for an account, you must close it. Accounts on the Monthly plan will automatically be closed if there are no communities in the account. Accounts on a fixed-term plan will not be closed until the term ends; at the end of the term, it may be closed or converted to a monthly plan.

Deleting a Community
When a Community is deleted, it is unavailable for Users to visit or use. The Account Owners are the only Users with the authority to delete it. The Account Owners bear the responsibility to continue paying for a Community until it is deleted or reassigned to another account, even if no Users happen to use it.

An Account Owner deletes a Community by logging in at the eRoom.net site and going to My Billing, where each eRoom on the payer's bill is listed with its own "(delete)" button. The owner clicks the appropriate button and then clicks "OK" on a confirmation page. eRoom.net then deletes the Community and sends a notification to all its former Users.

When a Community is deleted, a final, pro-rated charge which includes a pro-rated Base Fee for that Community appears on the account’s next bill if the Community exceeds the Base Fee.

Account Owners in a fixed-term pricing plan are responsible for the Base Fee for the entire term even if all communities are closed.

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Promotional pricing may be available on eRoom.net. Promotions are tied to particular account types and are of limited duration. You must meet the eligibility requirements to use a promotion. We reserve the right to remove promotions if you do not meet the requirements. The specific terms for each promotion shall be individually described in relevant promotional documents.

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From time to time, special pricing may be available for select affiliates of eRoom.net. As long as you meet any eligibility requirements you can sign up for the partner plan prices.

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Billing Account
A billing account is the central grouping of payment information and payment responsibility. E ach Community can only be paid for by a single billing account, although multiple communities can be rolled up under a single account. The payment information in the Billing Account includes:
  • Billing Contact
  • Pricing plan: The Plan, including term length and plan size, are tied to the account. See section on Price Plan for more information.
  • Payment method
Billing accounts are managed by their owner(s).

Each billing account may subscribe to only one of the plans at a time. All communities created or acquired by an account will be billed according to the acquiring account’s plan.

Billing Contact
The Billing Contact is the person, department or entity (e.g. Accounts Payable) responsible for paying the bills. The Billing Contact will receive all bills and billing related notices, including emails regarding account status, probation and overdue notices.

The Billing Contact’s information consists of a set of required information, including: contact name, address, phone, and email. This information is provided by the Account Owner when creating a Billing Account, and may be edited at any time.

The Billing Contact is not required to be a User of a Community on eRoom.net, except if the contact wants to view the bills on line. If the Billing Contact is a person (as opposed to “Accounts Payable”, for example), and that person needs to be able to view/edit billing information online, then they need to be made a User of a Community that is paid for by the Billing Account, and then made an owner of that Billing Account. However, even in this case, the Billing Contact information is maintained separately from that User's information -- so for example, if the User changed their name or email address, it wouldn't affect the billing contact information for the Billing Account.

There can only be a single Billing Contact per account, althogh the same billing contact information may be reused for multiple accounts.

Account Owner
An Account Owner is Community User who can administer a Billing Account. Account Owners can:

  • manage an account’s Owner list;
  • manage the account(s) they own (i.e. modify the Billing Contact, pricing plan, and payment method);
  • reassign a Community to a different account;
  • view charges for each Community paid for by the account(s) they own;
  • delete any Community paid for by the account(s) they own;
  • create communities via the "Create Community" button on My eRooms
  • assign Users to the Community Creator role
The account-creator is the initial owner of the account. Account Owners will be sent the same account status emails as Billing Contacts.

Additional Owners may be added to an account, and owners may also be removed from account.

Community Creator
Community creators are Users who can create communities that are paid for by the account. Community Creators have a "Create Community" link on their My eRooms pages.

If this is the first Community in an account, the Creator is the initial Account Owner. The creator is also automatically designated the initial Community Administrator for the Community.

Community Administrator
Community Administrators can administer and manage all aspects of the Community. As Community Administrator, you can delegate Community administration to other Users of that Community by adding them to the "Community Administrators" group. Users in this group can:

  • create eRooms
  • see the Community User list
  • modify the Community User list
  • set and reset passwords
  • create groups
The Creator is the initial Owner and Community Administrator for the Community.

Communitiesare a new feature of the core eRoom v7 product. Communities are collections of Users and eRooms. Every user is a User of at least one Community. Users of multiple communities are native to one Community and guests in the others. Communities may be used to separate User lists, to logically group related eRooms or projects, and more. See "Community" in help for more information about eRoom Communities.

Each User is native to one Community on eRoom.net. This is the User's primary Community and is typically, the one where they were originally created. The user is called a native User of that Community. Users are native to one and only one Community. If they are Users in other communities, they are guest Users of those other communities. Community Administrators can manage Users who are native to a Community they administer (for example, modify the user’s password).

A user who is a User of more than one Community is native to one of them and a guestin the others. Community Administrators can add and remove guests, but cannot modify guest User settings (e.g. passwords). Only the Community Administrator of a User's native Community can modify the User's settings.

Trial Owners
Trial ownersare Users who create a new User account at the same time as a trial Community. Trial Owners are responsible for arranging payment for the Community before the trial expires. (Payment information can be entered from the My Billing page.) Unless you’re also an Owner or a Community Creator, you will have to provide billing information for your account, since you are not allowed to see any other existing accounts.

Trial-expiration emails and Locked emails are sent to the Trial Owner.

Account Probation
Accounts that are not in good standing will be placed on probation. If no action is taken by the Account Owners, the account may be locked and/or deleted. Typically, an account is placed on probation if there is no valid payment information or if payment is overdue. Account Owners and Billing Contacts for accounts that are on probation will receive warning emails on the account status. Accounts are taken off of probation as soon as appropriate action is taken.

Some of the typical probation states are:

  • No Valid Purchase Order: When you agree to pay for an account by purchase order, until a purchase order is received and validated by the eRoom.net billing department, the account will remain in probation. Also, if the PO you provided expires or does not have sufficient funds to cover account charges, the account will be placed in this probation state.
  • No Valid Credit Card: When you agree to pay for an account by credit card, if the credit card you provided is invalid, the account will be placed on probation. A credit card may be invalid if your card is expired, your card is overdrawn, or you have not yet entered a credit card number. To get yourself out of the “invalid credit card” state, simply enter valid credit card information into your Billing Preferences. If the card has expired or is overdrawn, and you have corrected the problem and want to keep using the current card, call the eRoom.net Finance department.
  • Payment Overdue: If your bill has not been paid by the due date on the bill for any reason, your account will be placed on probation. If your account is grossly overdue, your account and all communities being paid for by the account will be locked and eventually deleted. While the communities are locked, you will not be able to access them, and once the account is deleted, all data and account information cannot be recovered. Payment in a timely manner will get you out of this state.

Reassign Community
The act of transferring ownership and payment responsibilities for a Community from one Billing Account to a different Billing Account.

End of Term
You have several options for what happens to the account at the end of a Term:

  • Renew the Term plan at the prevailing rates
  • Switch to the Monthly plan
  • Switch to another Term plan
  • Close the account
To change the end of term behavior, you can edit your account any time before the Term expires. At the end of the term, the account will automatically be updated based on your end of term choice.

Locked / Suspended account
Once an account has been locked or suspended, the communities are unavailable to all users, Account Owners and Community Administrators. Communities in the locked state have not yet been deleted, but will be if no action is taken.

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Last modified August 2009.