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What We Support
Abstract
This document details levels of technical assistance that
Internet Technical Support can provide to our Internet and Data
customers. The limits expressed in this document in no way reflect
any limitation of 's Internet and/or Data Products.
Technical Support Agents are trained to provide technical assistance
for certain specific software products and operating systems to differing
degrees. We place greatest emphasis on the hardware and/or software that
we ship to our customers. Other hardware or software may be supported
at a lower level, or not at all.
Customers requesting technical support are expected to have a computer
that is in operating order. That is, all hardware is properly installed
and working correctly without conflict. The customer is also expected
to have a licensed CD ROM copy of their Operating System software in case
any Operating System components are not installed, or need to be reinstalled.
Definitions
COMPLETE: Support from A to Z, from installation
to configuration to reinstallation.
WALKTHROUGH: We will walk the customer
through their software’s configuration screens, step by step.
CONFIGURATION: We will give the customer
the raw information needed to configure the software. We will not do a
walkthrough. It is up to the customer to configure the software on his
or her own.
NO SUPPORT: We cannot provide any technical
assistance whatsoever for these products/software.
Complete support for
- Connection-related issues:
- Modem connection
- Init Strings
- No support for modem drivers. The customer is referred to
the Original Equipment Manufacturer or vendor.
- Connection from customer's machine to servers on the
Network
- Routing issues to rest of Internet
- Past and present versions of the software and all
components contained within unless specifically marked as "Unsupported"
(please see the “No Support” and “Obsolete Products” section below)
- IE 6.x, 5.x, IE 4.x, IE 3.x
- Outlook Express 6.x, 5x, 4.x, Internet Mail and News
- Windows 95, Windows 98, Windows ME Dial Up Networking
- Windows NT Dial Up Networking
- Windows 2000
- Windows XP
- Mac OS dialers (Mac OS version 8.1 and up)
Walkthrough support for (see Disclaimer)
- Netscape Navigator 3.x, 4.x. 6.x
- Microsoft Outlook 98, 2000 (email configuration ONLY)
- Eudora (all versions)
- Uploading web page with FTP program
- Mac OS version 7.5.3 to 8.0
Configuration Information support for (see Disclaimer)
- WebTV consoles
- Dreamcast consoles
- Playstation 2 consoles
- Other email programs (including Netscape 6)
- Other newsreaders
- Other browsers
- Other Operating System PPP dialers
No Support for
- Web Page Design
- Custom CGI scripts
- 3rd Party Software
- Beta Software
- Hardware installation (including modem installation)
- Operating System problems not related to our software
- Virus/Trojan problems
- Any non-Internet computer problem
Disclaimer
When possible, prior to providing Walkthrough or Configuration
level support, the Technical Support Agent will explain to the customer
that the software/hardware is not supported by , although
it should normally work with our service. The customer should address
any technical problems to the program/hardware vendor or manufacturer.
WHERE POSSIBLE, THE TECHNICAL SUPPORT AGENT WILL PROVIDE THE CUSTOMER
WITH SOME IDEA OF HOW TO CONTACT THE VENDOR (website address, email
address or phone number).
Obsolete Products
From time to time, will withdraw Technical Support for
certain products as they become obsolete or impossible to support. The
following is the current list of Obsolete Products.
- Mac OS 7.5.2 or lower
- Windows 3.1x or lower
- Windows NT 3.x
- Windows NT 4.0 SP2 or lower
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