CUSTOMER SERVICES GUIDE

Vexus is the leading provider of fiber-based communications solutions for both residential and business customers across Texas and Louisiana. Vexus is a Texas-based company with Texas-sized values, offering a full suite of services including Internet, managed services, local and long-distance telephone, phone systems and digital TV – all delivered over a pure fiber network.

Vexus launched over 35 years ago with the goal to provide a better choice in communication providers. Our state-of-the-art, gigabit fiber network uses the latest technological advancements and allows us to provide the fastest and most reliable services to our customers. At Vexus, we are proud to serve as a trusted business partner, a reliable home connection, and to provide exceptional local customer service to the communities we serve. Our 24/7 local support teams are located right here in Texas to ensure we provide the best service possible to our friends and neighbors.

The mission at Vexus is simple; to strive to be the premier Internet and application provider in West Texas with next generation engineering and
customer care.

We are the only provider in our service areas to deliver fiber-to-the-user (FTTU) technology over a true a fiber network. With this, our customers get the fastest, purest and most reliable network connection available, delivered right to their front door.

Billing and Credit Policies

• Installation fees may apply
• Payment is due within 16 days of the invoice date
• Late payment may result in discontinued service or the requirement of a deposit
• Vexus charges a fee on all returned checks
• You are liable for all toll calls originating from your phone
• You must contact Vexus for all adjustments to your bill
• Interruption of service can be avoided by calling a Vexus office with any name, address or phone number changes as soon as possible

Incremental Billing*
Vexus bills all domestic calls in 3 second increments rather than whole minutes. You’re charged only for the time you are actually on the phone. Completed domestic calls have a 30 second minimum duration. *Some plans may rate differently.

Convenience Fee
Vexus does not charge a convenience fee for most bill payment options. For bill payments that are processed by a Vexus customer service representative over the telephone, a Convenience Fee of $1.99 will be charged to your account.

Late Fee
Vexus Service is billed in advance of the month in which the service is provided with respect to monthly recurring service charges and equipment charges (if any), including all applicable fees, taxes, regulatory fees, franchise fees, surcharges and other government assessments. Failure to receive a bill does not release the customer from the obligation to pay. Bills are due and payable by the due date that is indicated on the bill. Any bill which is not paid by the due date shall be considered delinquent. Delinquent bills will incur a Late Fee and could result in termination of service.

Monthly Subscriptions
Your monthly subscription to the Vexus services that you subscribe to begins on your start of service date and renews on a monthly basis thereafter until cancelled by you. If your subscription renews on a day not contained in a given month, we will bill you, and your service period begins, as of the last day of such month. The subscription fee for Service(s) will be billed at the beginning of your service month and each month thereafter unless and until you cancel your subscription. PAYMENTS ARE NONREFUNDABLE AND THERE ARE NO REFUNDS OR CREDITS FOR PARTIALLY USED SUBSCRIPTION PERIODS.

You may cancel your subscription for a service period up to the last day of the service period prior to the service period that you wish to cancel, and the cancellation will be effective at the end of the then-current billing period. Any request for cancellation after the commencement of a service period will be effective at the end of the then-current service period. Access to the Services will, if possible, continue to be provided at the location ordered or, if you move, to your new location if in a Vexus-served area (subject to any installation charges).

Terms and Conditions
Total charges are estimates and exclude applicable taxes, fees, surcharges, and other governmental assessments. Taxes, fees, surcharges, and other governmental assessments are subject to change. In the event the services installed and lawful pricing for those services conflicts with this document or other statement and/or representation made to the Customer, the Customer shall be responsible to pay for the services actually installed at Vexus then lawful rates. All pricing, taxes and fees as well as terms and conditions of service are governed by the terms of this Business Service Order and Agreement, Vexus applicable Tariff, Vexus Generally Available Terms and Conditions, and the Service Specific Terms all of which are published on the Regulatory
Information page at www.vexusfiber.com. Vexus Tariffs are also on file with the respective state Commission.

Installation
Installation of Vexus services to Customer premises may be invasive and could cause damage. Customer acknowledges that installation may cause damage to the premises and that neither Vexus nor any of its affiliates shall have any liability whatsoever for any such damage except as provided in Vexus Generally Available Terms and Conditions.