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Acceptable User Policy (AUP)

Web, FTP, and Email Content Policies

We do not allow any of the following content to be published on a Sugbu Internet & Multimedia Services System:

  • Content of a pornographic, sexually explicit, or adult nature
  • Content of an illegal nature (including stolen copyrighted material)
  • Pirated software sites
  • Hate sites or content that could be reasonably considered as slanderous or libelous
Content that is questionable regarding any of the above criteria will be decided upon by a Sugbu Internet & Multimedia Services representative. If you feel that your site might fall under these restrictions, we suggest that you contact us first to avoid any misunderstandings.

Users posting any of the above content on their sites will have their Web and/or incoming anonymous FTP services temporarily suspended. They will then be contacted by Sugbu Internet & Multimedia Services and given the opportunity to remove the content in question before having their services reinstated. A repeated offense may cause cancellation of service without refund of any fees.

Email Usage Policies

Sugbu Internet & Multimedia Services does not support unsolicited email messages sent by users of our system (also known as junk email or spam). Users who send unsolicited email messages from our system will have all of their services temporarily suspended. They will then be contacted by Sugbu Internet & Multimedia Services and informed of the suspension before having their services reinstated. A repeat offense may cause cancellation of service without refund of any fees.

Illegal Activities

Customers who use our system to engage in illegal activities, including but not limited to breaking in to remote systems, credit card fraud, theft, vandalism, threats, or violence, will have their accounts immediately cancelled without refund of any fees.

Sugbu Internet & Multimedia Services User Agreement

Our complete User Agreement goes into more detail about our policies and the terms of use of our systems. All Sugbu Internet & Multimedia Services customers must accept the terms of this agreement during the online ordering process, and must comply with the terms of the agreement while using our service.

Our complete Sugbu Internet & Multimedia Services User Agreement can be found at the following URL:

If you have questions or comments regarding our usage policies, please email us at policy@cebu-online.com.

Support Boundaries

Technical Support is available to assist you. Once you contact Technical Support, your issue will be given the top priority. Before contacting Technical Support, it is helpful to understand the guidelines that our support center operates under. The below sections outline three major areas of Support Boundaries:

  • Attempt to duplicate the issue
  • Custom third party products or scripts
  • Professional communication

Attempt to duplicate issue

The first step in troubleshooting a problem involves 'duplicating the issue' from our location (a second location). This step is performed to isolate a problem, ruling out all outside factors. An example of this would be a problematic Web Browser or Operating System preventing access to the Internet. One might conclude a problem on the server only to later discover a problem on their local PC.

A typical user goes through the following services to view a website:

  1. Computer hardware and peripherals
  2. Operating system
  3. Web browser
  4. Internet Service Provider (ISP)
  5. ISP name servers
  6. NIC agency, (Network Solutions in the USA)
  7. Sugbu Internet & Multimedia Services

As you can see, simply viewing your website requires the cooperation of numerous services unrelated to Sugbu Internet & Multimedia Services as a company.  If Technical Support cannot reproduce the problem from their location, the next step involves further testing from the client side.  This could include testing from the computer of a friend, neighbor, co-worker, school, library, etc.  Eventually the missing piece of the puzzle will surface, and the problem is resolved.

Custom third party products and scripts

Your account features include various products produced by 3rd party vendors.  Our Technical Support staff can assist you with setup and configuration, however the usability, custom configuration, and troubleshooting fall under the support offerings of that 3rd party vendor. Only Sugbu Internet & Multimedia Services created services will be supported to this extent.

Our Technical Support staff cannot be held responsible for the internal intricacies of 3rd party vendors or new features your introduce to the system.  This following list provides examples where this support is not available:

  • Miva Merchant Storefront software
  • Akopia Shopping Cart software
  • Verisign issuance of certificate
  • Real Networks streaming media encoders
  • Custom scripts you place on your server

Professional communication

Our Technical Support staff will handle each and every support issue with the highest degree of professionalism. A professional tone and speedy resolution can only come about if both parties uphold this policy. If customers abuse or somehow violate this code of conduct, then the support issue may be terminated and in extreme circumstances, the account suspended.

We appreciate your understanding and cooperation in upholding this policy, as it will guarantee a Technical Support solution.

Billing Cycles & Issues

Invoicing is done by either e-mail or postal mail. You can change or modify this at anytime by e-mailing billing@cebu-online.com with your preference.

Your billing cycle corresponds to the contract length that was initially chosen at setup. Your account will automatically renew at this length.

Returned Checks

There is a $20.00 processing fee for all returned checks.

Credit Card Chargeback

There is a $50.00 processing fee for all illegitimate credit card chargebacks.

Right to Refuse Service

Sugbu Internet & Multimedia Services reserves the right to refuse service to anyone for any reason. We enforce this policy to ensure a professional environment for the users of our system.



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