Technical Support Policy

(Effective Date [December 20, 2007])

Contacting Support

All technical support requests should be directed to our Network Services department. The preferred method for support contact is via our online Call Tracking System. However, if you are unable to access our online Call Tracking System, our technical support team can be reached via phone at (617) 964-6250 x620. Prior to contacting our technical support team please check our Frequently Asked Questions page.

All requests for technical support must include the following information to ensure a prompt response:

• Organization Name
• Website, domain or other specific identifier of the service we provide
• Your name and contact information (e-mail address, phone number, etc)

When contacting technical support please provide as much detailed information as possible. Failure to provide enough information will cause delays in resolving your call.

Technical Support Provided

Accessway.net Network Services department provides technical support for:

• Server related issues such as performance, stability and connectivity. Prior to contacting technical support to report a server being down please make sure you run a traceroute (in Windows 95, 98, NT and 2000 the command is tracert) to be sure the problem is not elsewhere on the Internet. See our Frequently Asked Questions for more information on tracerouting.
• Setup, configuration and problem diagnosis for third party software that is part of our standard product offerings. This includes support for configuration and problem diagnosis and resolution related to software running on our servers in the following software categories:
  • Web server software
  • FTP server software
  • E-mail server software
  • WebTrends log analysis software
  • Other server software that we have installed on our shared servers
• Connectivity problems related to dedicated Internet connections and dial-up services provided by Accessway.net.
• Requests for new services or changes to existing services.

Technical Support Not Included In Our Standard Services

Accessway.net Network Services department does not provide free technical support in the following areas. Network Services may provide support in these areas billed at our standard support rates (see below).

• Client based software. The software vendor typically provides support for such software. For example,
  • web browsers (i.e. MS Internet Explorer, Netscape Navigator)
  • web browser plugins
  • ftp clients
  • irc or other chat clients (i.e. ICQ, AOL Instant Messenger, etc.)
  • telnet programs
  • news readers (i.e. MS Outlook Express, etc.)
  • e-mail programs (i.e. MS Outlook, MS Outlook Express, Netscape Communicator, Eudora, etc.)
  • web creation software (i.e. FrontPage, DreamWeaver, etc.)
• Programming or web design support including but not limited to HTML, CGI, ASP, ColdFusion or Perl.
• Training or education on the use of any products including software installed on our servers.

Hours of Operation

The Accessway.net Network Services department is staffed between 7:00am and 7:00pm Eastern time, Monday through Friday, excluding holidays. Emergency technical support requests can be responded to outside of our normal working hours by paging our off-hours support staff.

Any off-hour request for Accessway.net services that is related to a failure caused by the customer or related to the customer's server and not caused by Accessway.net or ITSInteractive staff will result in a $250 off-hour premium charge to the customer. All off-hour labor that is not covered under a service plan will be charged at the off-hour technical support rate (see below) calculated in 1-hour increments with a 1-hour minimum.

Collocation Support

Standard Collocation does not include any support services except those required to provide connectivity to the Internet. All additional services are billed at Accessway.net standard rate structure (see below).

Managed Collocation includes the following services provided by Accessway.net staff:

• All services included with Standard Collocation
  
  
• Differential daily and full weekly backups of Web server machine
  
  
• Regular reboots of server to maintain operating status
  
  
• Recycling services as necessary to maintain operating status (24x7)
  
  
• Rebooting server as necessary to maintain operating status (24x7)
  
  
• Performing limited simple configuration changes business days only), limited to 4 hours per month.
  
  

Accessway.net retains the right to discontinue providing Managed Collocation services in the event of sustained excessive server failures caused directly or indirectly by the customer or its assignees if the customer does not correct said failures. "Sustained excessive server failures" is defined as more than 1 failure requiring Accessway.net intervention per week over the course of 1 month.

Management Oversight and Escalation

Management frequently reviews outstanding technical support requests. Requests that have been outstanding for excessive periods of time are escalated and will be treated with a higher priority.

If you have a problem that has not been resolved to your satisfaction, we encourage you to escalate this matter to management. These managers have both the means and the authority to get things done for you; please feel free to e-mail them directly when you have a problem that isn't resolved through normal channels. Of course, if you still do not receive satisfaction, you should most definitely escalate your issue to our President.

Level 1 Escalation

Director of Network Services: Alan Yabroudy: alan@accessway.net

Level 2 Escalation

CEO: Michael Corfman: michael@infotechsys.com

Accessway.net Standard Service Rates

The following table lists our current standard technical support rates for requests for support that isn't included in our standard services or off-hours support. Business day support is billed in 15-minute increments with a half hour minimum charge. Off-hour support is billed in 30-minute increments with a one-hour minimum charge.