On average, our ticket response for technical support averages are around 15 minutes during business hours Mon-Fri 9am to 4pm, sometimes less.  We strive to reply as fast as possible.  Support tickets after business hours are generally handled in around 1 hour or less.

Oplink.net general business hours for Sales and Billing are: Monday to Friday 9am to 4pm Central Time.

General Support is 24/7 for all services.  During business hours support tickets are replied to in under 15 mins. We answer general support after hours too usually in under 1hour or less!  We are always happy to help!

For all sales, support, billing requests we prefer you to submit a ticket online if possible.

Colocation/Dedicated Servers After Business Hours Emergency support is fee @ $250/hour.  If its not a critical emergency please contact us during business hours.

You can do so by logging into our customer portal at http://my.oplink.net/login.php

1. Click on Services Menu
2. Select My Services
3. Click on the service you want to cancel.
4. Under Actions on the left side bar, click Request Cancellation

If you wish to setup a PayPal subscription so you don’t need to manually pay your invoice each month, please follow these steps:

• As soon as you get a ‘Invoice Due’ email from us, please log into the billing portal.   You must setup the PayPal subscription before your invoice due date.
• Find the invoice by going to URL: https://my.oplink.net/clientarea.php?action=invoices
• Once you find that invoice, there will be two buttons in the upper right of the invoice:
  1. PayPal Checkout (for one time payments)
  2. PayPal Subscribe (for automatic recurring payments)

1.  Goto https://my.oplink.net/account/paymentmethods
   Important: Delete ALL old credit cards on file.  Click the Delete button next each credit card you have saved to remove them.
   Click “Add New Card Credit” button, Add your card details and click save changes.
2. Verify your “Payment Method” on your account details page is set correctly.
   On the same page you added the credit card, on the left side under the “Account” menu click “Account Details”
   Change Payment Method to “Credit Card” & Click Save Changes at the bottom of the page.

If you are paying by credit card and it’s getting declined and you know you have money in the bank, the reason it’s most likely not working is due to an AVS mismatch.   AVS stands for Address Verification Service.

When you submit a payment via credit card, it checks that your address on file with us matches the one you have on file with your bank.  In the event it doesn’t match, it will decline your transaction.

AVS checking is done for fraud protection services, if someone were to get a hold of your credit card, they would need to know your address as well in order to successfully use your card. 

If you feel that your address is not the same, please update your address information within the customer portal and re-submit payment.  If it’s still not going through after the address change, please contact us and we’ll be glad to assist further.

To avoid your order being flagged fraud/high risk please do the following when signing up for a new account:

• Order from your home or office internet connection.  Do not order from a VPN, Proxy, or Cell Phone Network.
• If you pay with paypal, make sure your email you signed up with us(Oplink.net) and your paypal email match.
• We are located in the USA, so please use English in all of your contact information when signing up.
• Make sure you use a valid billing address.

Server Return Packout Costs:
We charge a flat rate pack out fee per server, this doesn’t include carrier shipping fees or shipping label.

• 1U = $150
• 2U = $250
• 3U+ = Email Us

We use a proper server shipping box: https://www.newegg.com/p/3AU-060H-00004?Item=9SIAA65J9E4212
Note: We don’t stock the shipping boxes, so it might take a few days to get this.

You must create a ups.com or fedex.com account and send us a prepaid shipping label in PDF format prior.  Make sure you add insurance to the shipping if you require it.

Pickup Address:
Oplink Loading Dock
2626 Spring Cypress Road
Spring, TX 77388

Recommended: Self Pickup, no charge option during business hours at the datacenter.

As a company located within the boundaries of the Harris County Appraisal District (HCAD), OPLINK.NET  Internet Services is required to comply with Section 22.04(a) of the Texas Property Tax Code.   We receive instructions from the Chief Appraiser each January to file a report listing the name and address of each owner of property located in our facility as of January 1.   These same instructions are sent to every datacenter and colocation service provider in Texas and service providers are legally obliged to comply within 30 days of HCADs request.

OPLINK.NET will comply with a reasonable and legal request from HCAD.  Taken directly from HCADs instructions, the following information is requested:

1. The physical address of the facility where the equipment is stored
2. Owner’s name and mailing address
3. Description of equipment (i.e. switching equipment, routers, fiber optic cabling, etc.)
4. Length of time stored or in use at (the) facility

The information that OPLINK.NET provides to HCAD includes:

1. Company name & contact person from the customer account record
2. Mailing address from the customer account record.
3. General description of installation (see below for more information)
4. Length of time the customer has colocated with us.

The information that we provide with regard to a description of a customer’s installation is very general in nature.   For instance, if a customer has 2 servers, that is all the information we report.   If the customer has a 1/2 rack or a full rack installation, we report only the rack allocation, and not the equipment that is stored within that space.  We do not provide a detailed inventory of the equipment.  In addition, our facilities have never been toured or inspected by HCAD staff members.   We make no attempt to estimate value or provide any information as to an asset list.  Therefore, the information that HCAD receives is very general in nature.

Please note that the Business Personal Property tax is separate from and unrelated to a sales tax that we are required to levy on Texas residents for services that are provided.

We are not tax professionals and therefore cannot offer specific advice to customers who are in receipt of HCAD notices.  However, we are able to offer general information based upon our experience and feedback that we have received from our customers.

• Your initial “Notice of Appraised Value” for your business personal property is likely to be unreasonably high.   We understand that HCAD will often use a value at the top of the range for their initial assessment.  This seems to be a strategy so that recipients of the notice will respond and arrive at a more reasonable figure.  For example, we have been told that one customer received a tax assessment for a single server in excess of $10k.
• If you feel the value that HCAD has arrived at is unreasonable, we encourage you to make contact with HCAD staff.  Our experience indicates HCAD staff is pleasant and reasonable to work with, and most issues can be resolved with a phone call.   The HCAD Business Personal Property Division can be reached at 713-957-7800 or hcad.org.

Please keep in mind that OPLINK.NET does not make up the rules regarding the state Tax Code. We are merely required to follow the rules, as are all other legitimate colocation service providers in Texas.  We will make every effort to assist our customers if they have special requests from us, but bear in mind that we are unable to intercede directly with HCAD on your account.  If you have specific questions regarding a notice you have received from HCAD we encourage you to contact them directly for assistance.