Billing & Payment Information

We Accept Credit Cards!

Billing is processed for all customers on the first of the month. Annual services are billed on the first of the starting month annually. We can process Visa, Mastercard or American Express credit cards. Charges for Keen IO data services will show up under the name Keen Kelly on credit card statements. Customers wishing to pay by check or money order, please remit payment to:

Keen Kelly
P.O. Box 18202
San Jose, Ca 95158-8202

payable to "Keen Kelly." Some monthly services require one month advance payment if paying by check in order to avoid delayed processing due to check clearance/posting latency. We will discuss these services with you if you indicate that you wish to pay by check.

Billing amounts vary per contract depending on what services have been subscribed to. Some services have a fixed amount of bandwidth rolled into the price, others require separate billing for bandwidth. Presently we support only one billing model for bandwidth which is the minimum commit + 95th percentile method. We plan to offer soon a second, usage-based model where customers may pay only for the bandwidth used during that billing period with no minimum commit. We will post an ammendment to this page and to the services page when this new billing model becomes available.

All customers connected on separately billed bandwidth have access to bandwidth utilization graphs that show usage. Bandwidth utilization statistics are gathered from the customer's port on the Keen IO uplink switch through SNMP monitoring software, typically MRTG or similar application.

Our standard hourly rate for labor is $120.00 per hour. Typically we bill for 15 minute increments according to this rate, so a minimum charge would be $30.00 for up to 15 minutes worth of work. This rate is higher than one might at first expect because our method of operation to keep customer costs down is by way of standardization of services which improves our bottom line and efficiency. Those services that require a technician to expend a considerable amount of time to solve problems, or perform other tasks which are not standardized are the ones for which we charge our hourly rate. We always confirm with the customer that this will be the case prior to agreeing to commit to hourly work. This way there are no nasty surprises.