Changes on invoicing and payment processing

This communication was sent to customers on May 15th, 2023.

Dear Engine Yard customer,

We hope this message finds you well. We're writing to let you know about two important changes that are being implemented this month, which will affect how you receive and pay for your monthly usage of the Engine Yard platform.

1. Invoices to be issued from a new platform

Beginning May 1st, we will be migrating our billing platform to a new system. This means, moving forward, you will receive your monthly invoices in a different format. Rather than an itemized list of your usage, we will send a summarized invoice to your email address. If you would like to view the detailed information for your plan and billing amount, please log in to your account at billing.engineyard.com using your credentials.

Please note that our new invoices will come from the email address collections@trilogy.com and will be sent via our new billing system, Netsuite (system@sent-vianetsuite.com).

Here is an example of the new invoice format - Link.

Here is an example of the email communication which will be sent each month - Link.

To ensure that you receive all invoices and important information from us, please log into your Engine Yard account and update your billing address and email address, if required.

2. Changes to payment methods

Effective immediately, we will only be accepting payments for your Engine Yard invoices through our payment partner, Stripe. If you make payments using any other methods, such as check deposits or bank account transfers (via any means other than Stripe), and your account is debited, we will not be able to apply those payments to your outstanding invoices, and your services may be disrupted.

You have two options to settle your open invoices:

• Log in to your Engine Yard account and set up your payment method to enable us to automatically charge your account. If you already have auto-pay set up, you don't need to take any further action, but please make sure your payment source is active and has sufficient funds before the processing date.
• Pay your outstanding amount using the Online Payment Link provided on your new invoice as soon as you receive it. Simply click on the link and follow the on-screen instructions. The link will take you to a Stripe checkout page where you can pay with a card or bank transfer. You can also save your payment method for future payments. (Note - bank transfers done using the Stripe portal link is acceptable)

If you experience any issues with making payments using Stripe, please log a ticket at https://central-finance.zendesk.com/hc/en-us/ X with your invoice number, a copy of your invoice, and a screenshot of the error. Failure to pay your invoices on time may result in suspension of your services.

If you have any questions or concerns about these changes, please don't hesitate to reach out to us at https://central-finance.zendesk.com/hc/en-us/.

Thank you for being a valued Engine Yard customer.

Thanks

The Engine Yard Team