Ordering

Ordering

The StreamZilla ordering process is automated, online and streamlined. Configure your account, enter your details and subscribe. Your account can be ready within a business day.

Why do you need to know my business details for a free trial?

We do not work for individuals. Therefore we will not hand out free trial accounts when a non-business email address is used.

We want to prevent abuse of our platform. Therefore we always do a check on your website, whether you are a true potential and trusted organization. If you do not have a website, we will validate your VAT number (EU customers).

We also sometimes get requests from potential competitors who use fake details to check our service and features. We really don't like people who steal our unique Intellectual Property. Besides, it is illegal to use fake details, so we are very strict in this policy.

How do I order a StreamZilla CDN account?

You can configure and order your account via our online store. All online forms are secure and you do not need to enter credit card details.

What is the order process?

Fill in all required fields and submit the order in our online form. This order is binding. You will immediately receive a confirmation email. Within one business day you will receive the contract with a pro forma invoice attached. This is for the first three months and the setup costs. Sign the contract page(s) and fax it back to us. Pay the pro forma invoice via bank transfer or ask us for a PayPal payment invitation. As soon as the payment is processed, we will enable the account and email you the login details.

When can my account be activated?

The account can be setup within one business day. As soon as we have the signed contract and the downpayment, we will immediately activate the account. You can fax or email us the signed contract and proof of payment if you need your order to be processed within one business day.

Can I upgrade my account at anytime?

You can add more storage and traffic bundles at anytime. This commitment is for the rest of the contract term. You can upgrade to larger accounts at anytime, without service disruptions or URL changes. Accounts cannot be downgraded during the contract term.

Is the order process secure?

Yes, we use SSL certificates to encrypt your order data. Only staff that needs your information to process the order has access to the data. We do not save credit card information: credit card details stay with our trusted payment providers.

Do you offer accounts to individuals?

No. We are a B2B service provider. We only work for organizations, projects, companies, governments and institutes. We do not offer our services to hobbyists, radio amateurs. Therefore we cannot accept orders from free email addresses such as yahoo, live and gmail.

We are European but we have no EU VAT number?

All businesses and organizations in Europe have a VAT number. We have to register your EU VAT number. We will validate your EU VAT number. If you have questions, please contact our sales department.

We are not from Europe, so we have no EU VAT number?

If you are a business or organization outside the European Union, please fill in NON-EU CUSTOMER in the EU VAT number field. Our sales department will process your order.

Do you offer discounts?

Our rates are already extremely competitive. We offer extra discounts for long-term contracts up to 25%!

Can you sponsor us?

We only sponsor projects that directly target our core audience: broadcasters, publishers, enterprises and sports clubs. We never sponsor projects that have a consumer audience. If you want us to sponsor your project, please share as much details as possible about your audience, size and what you will do for us to get in touch with our potential customers.

Can we resell your services?

Yes, we do require you to commit to a minimum number of accounts. Please see our Partner pages.

Payment

What are the payment conditions?

We send a pro forma invoice for the first term: the setup fee plus the first three months. When the invoice is paid, the account is activated within a business day. You will also receive the formal invoice afterwards. For non-renewing campaign accounts you get a pro forma invoice for the entire campaign account.

After the first term, we will we email (or snail mail upon request) the monthly invoice. The invoice has to be paid before the first of the next month! Additional traffic is charged afterwards and has to be paid within 14 days, including in the first term.

What payment methods do you accept?

We accept bank transfer or we can send you a PayPal payment request. We also accept ClickAndBuy.

Most customers use internet banking to pay the invoices.

You can also use your PayPal account. When you receive an invoice you can ask us via email to invite you to pay via PayPal.

You can also use PayPal to do a credit card transaction, you do not even need a PayPal account to pay via credit card. PayPal accepts many worldwide credit cards.

For Dutch customers we prefer direct debit ('automatische incasso').

We can also send full-term-ahead or quarterly invoices. Please contact us for specific billing requirements. We do not accept checks or cash.

What are bank costs?

Your bank, or PayPal may charge a fee for transferring the money to our bank account. Most banks charge a small fee per transaction. PayPal and some banks charge us instead of you, so we will charge the costs back to you. Our rates are ex your bank transfer costs.

What happens when I do not pay or pay too late?

We are a professional service provider. We invest a lot of time and money, we offer a lot of information, ease of use, great technologies, great performance and professional customer support to bring you the best CDN service in the market.

All we expect back (besides of course a pleasant relation and great customer satisfaction) is that you pay your invoices in time. Therefore we have a very strict payment policy.

Make sure that you pay the invoices in time and that your address information including email address are correct! When we receive your payments too late, your account will be closed until all payments have been processed. Your viewers will see a 'account unavailable' video instead of your own content.

We will remind you two times at maximum. After that, we will outsource the debt collection to a bailiff which can dramatically increase your costs for debt collection services and interest.

If the bailiff cannot make a payment arrangement with you, the bailiff will prosecute, which will again dramatically increase your costs.

We may also put you and your company on a industry black list, according to EU privacy guidelines. This list is shared with colleague companies in our business. Having a bad payment history with one of the companies means that none of the other companies will accept your business.

You are obliged to pay for the entire contract term even if you do not use the account anymore.

Contract

What are the contract terms?

For the full contract terms please see the Hosting Conditions and Terms and General Terms and Conditions documents. You can find these documents in our order forms.

What is the contract duration?

The default contract term is 36 months. Our customers prefer a long-term relationship, and so do we. Historically, our customers signed up for 24 or 36 months and renewed their contract automatically year after year. So we now also offer 48 and 60 month contracts at extra discounts.  

Customers are very satisfied with our service: we have no churn. To address the long-term relation demand we now offer extra savings for longer term contracts and have to charge a little extra for shorter term contracts.

For campaigns we also offer 1 and 3 month contracts. These contracts do NOT automatically renew and are charged entirely upfront. If you want to extend the contract, you will have to order a new account, and pay these setup fees also.

Is my contract automatically extended?

Yes, all contracts are automatically extended per year after the first contract term. With the exception for the 1 and 3 month campaign accounts and one-time webcasts.

Can I upgrade my contract?

Yes, you can always add extra bundles or upgrade your account. The extra bundles or larger accounts are committed to during the rest of the contract term.

Can I downgrade my contract?

You can downgrade your contract at the end of the contract period. We offer the flexibility of low commitments, or the extra low rates bonus for larger commitments. You sign up for 6, 12, 24, 36, 48 or 60 months and commit to a specific volume. Based on your contract commitment, we can commit to low rates. Therefore you cannot downgrade the contract before the end of the term, even if you do not use the account anymore or if you use less than the committed volumes.

How do I stop my contract?

Send a formal letter to our office with a request to stop the contract. Please let us know the account name. The contract can only be stopped by the person who is formally known to us as the contract contact person. Note that there is a three months notice term.

Can I stop my contract before the end term?

You sign up for 6, 12, 24, 36, 48 or 60 months. Based on your contract commitment, we can commit to low rates. Therefore you cannot cancel the contract before the end of the term, even if you do not use the account anymore. If you want the lowest costs and highest flexibility, commit to the smallest account and pay only for temporarily additional traffic.