General Billing Support Information

Billing Support Coverage

Rochen’s Billing support team does not operate 24/7, as our Technical support team does. However, we do aim to provide reliable and consistent Billing queue coverage to best serve our International client base.

Our regular Billing hours are Monday through Friday, from 9am to 5pm EST. We also provide light billing coverage during weekends, evenings, and holidays.

Billing support is provided, via Billing ticket, in the My Rochen customer portal at https://my.rochen.com

Billing FAQs

• Our billing system is entirely automated. Once per day, the system will generate invoices based on service due dates, and then process them to the credit cards on file for their respective accounts. The system then generates an email notification based on the payment processing result, and dispatches it to the Rochen client to whom a given invoice belongs.
• Rochen’s billing system is secure and encrypted. We follow strict PCI compliance and the utmost Industry standard best security practices to ensure that your sensitive information is safely and securely stored.
• Only you can enter/view your credit card information. We sometimes get asked if we can update your credit card information for a client over the phone or via ticket. While this may seem like an easier way to handle such an issue, it is not recommended in general, nor something that we can do. To ensure optimal security, only you can enter your credit card details via your customer account. Once you have done so, the details are safely stored, and the full card number completely obscured from even Rochen staff view. We only ever see the last 4 digits as well as your expiry date.
• Rochen’s billing is processed via the United Kingdom. While we proudly provide US based hosting services out of our Dallas, Texas, datacentre, and such services are invoiced in USD, Rochen is a UK Limited Company. As such, our payment transactions are processed via our EU/UK based payment gateway. This is important to note if there are no known issues with your credit card, but your invoices/charges are being declined.