Frequently Asked Questions

Topics: Signing up, Electronic Payments, Timeframes, Data Management, Data Security,
Service Support & Requests, Backups, Service Interruption, and Cancellation.

  • How are payments exchanged?

    All payments are made by electronic check to TwoTwoFive, LLC. This is an ACH transaction from the customer's securely stored checking or savings account on file with PaySimple, Inc. (paysimple.com), a secure and trusted electronic payment processor in Denver, CO. Billing authorization paperwork is exchanged to explicitly authorize the organization's payment method and billing contact. A 2.9% surcharge applies (3.5% for AMEX) if electronic payments are setup and fulfilled by credit card instead of electronic check (ACH transaction).

  • How do we authorize payments for the one-time flat setup fee
    and the first month's subscription to get started?

    Customer authorizes both the initial one-time flat setup fee (amount varies, based on $49.99/church) and the first month's subscription payment ($400) to begin initial data import work by completing and signing the Initial Signup Payments Authorization Form (below). While these three payments are authorized on one form, payments aren't collected until the scheduled benchmarks specified. This form also specifies the primary financial representative's name and email address that will receive all payment receipts and upcoming billing notifications automatically via email. (see an example of the form)

  • What does the one-time flat setup fee cover?

    The one-time flat setup fee provides for the manual import of data provided by the customer. This will include all names, phone numbers, email addresses, physical addresses, and other supporting data attributes of all PEOPLE and ORGANIZATIONS (churches). From this newly imported data, the customer then uses the features and functions of in-C® to create and associate current and past role relationships for each person, including committee relationships. We will work with customer to set up initial roles and committees, and the customer can add more of these themselves using regular in-C® functions.

  • How long does setup take and when are setup payments made?

    Turnaround time for the initial data import depends on the amount and format of the provided data and typically requires 1-3 weeks to complete. To begin setup work, we charge 70% of the one-time flat setup fee. When data import, setup, and initial customization work is complete, we electronically process the payment for the remaining 30% of the one-time flat setup fee. The billing representative receives emailed receipts for these two previously authorized payment transactions.

  • When is payment collected for the first subscription month?

    Customer is not charged for the first month's subscription payment ($400) until the first of the next full upcoming month following the completion of initial setup. On the first of that month, we collect the first month's subscription via electronic payment as authorized by the Initial Signup Payments Authorization Form. (see an example of the form)

  • How is recurring monthly payment collected to continue service?
    What is the renewal term?

    Customer is provided the Recurring Monthly Payments Authorization Form (below) to complete and sign after setup is finished, to automatically continue monthly service at the ongoing subscription rate of $400/mo (charged on the first of each month) unless service is cancelled. Notice of cancellation must be given in writing a minimum of 30 days prior to the next billing date. Subscription fee will not be increased without 90 day written notice from TwoTwoFive, LLC. (see an example of the form)

  • How is my data changed (updated) and managed once I begin my subscription?

    After the initial manual data import, customer manages and adds new data themselves using the features and functions of the in-C® service. It may be possible for us to fulfill a manual bulk-data import request for the customer, should such a new set of data arise. However, ongoing data management is primarily the responsibility of the customer once initial setup is complete.

  • How much support do I get with my subscription?

    Every attempt will be made to accommodate all reasonable customer needs for support, training, and unique requests so that maximum success is achieved for the organization using in-C®. Contractually, the maximum included hours provided for support, training, and development is 2 hours per month. Needs above and beyond this included support are subject to separate monthly and/or per-project billing based on our standard rate of $90/hour. Every attempt is made to familiarize the customer with in-C® using the demo login before any payment is exchanged, and to further train the customer and configure and customize in-C® during setup so the customer is fully confident using in-C®.

  • Can I store sensitive data? What if my data is hacked? What is your privacy policy?

    Customer data should NOT include sensitive information such as social security numbers, financial information, credit card numbers, or other sensitive data that could be potentially vulnerable to theft. We make every attempt to reasonably secure and protect clients' data but cannot guarantee against every conceivable exploit. TwoTwoFive, LLC is not ultimately liable for customer data in the event of a security breach (see security statement in Docs section). TwoTwoFive, LLC will not sell or share clients' data (see privacy policy in Docs section). (visit Docs section)

  • What if something goes wrong? Is there a backup of my data?

    We perform daily, weekly, and monthly backups of customer data and restore customer's in-C® data back to one of these intervals in the event of data loss. Customers are encouraged to generate and keep regular exports of their data offline using the .xls and .pdf export functions available in in-C® so that essential operations may continue in the event that internet access or in-C® service is temporarily disrupted. See the Service Level Agreement (SLA) section of the Master Subscription Agreement (MSA) in the Docs section for uptime details, etc. (visit Docs section)

  • How do I cancel? What happens to my data?

    Notice of cancellation must be given in writing a minimum of 30 days prior to the next billing date. Before cancelling, the customer should use the many .xls and .pdf export options available as built-in in-C® functions to produce exports of their data. We will remove all client data from the servers upon cancellation, and will never sell or share that data.