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DEDICATED
CONNECTION SUPPORT
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Network
Operations Center (NOC)
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The
dedicated network support for arctic.net centers around our Network
Center. Network support is available 7 days a week 24 hours a
day.
We
provide the best support in Alaska for network connections that
goes well beyond just providing support service to our point of
demarcation. Personnel are available to support any services and
systems that a client may have in place. This means that you can
rely on us to provide support for the services that we sell as
well as the services that may have been provided to you by other
companies. The bottom line is that we will get your network and
systems back on line for you regardless of the problem.
We maintain a support staff that is conversant in most computing
systems, software, security issues, viruses and more.
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Basic
Support Policies
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Support
for our network services is to our point of demarcation. This demarcation
point for Internet services is typically the router port in our
facilities where the client is connected.
Note: The demarcation point for
services varies for the type of services purchased. If you have
questions contact your account representative.
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On
Call Capabilities
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Staff
capabilities include all major operating systems, PC's, workstations,
main frames, cabling, telecommunications, phone systems, routers,
networking equipment and more. Basically if it is computing systems
data services, communications or related infrastructure we can provide
support. This support is available for all of your services even
those services provided by other companies. Our main goal is to
get you back on-line and operation in as short a time as possible
and with the fewest number of phone calls, (we will get the people
and companies necessary involved for you).
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Your
Service is Down or Having a Problem
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In
the unlikely event that any service that you have purchased from
arctic.net should have a problem our support policies are as follows:
- Contact
our Network Center to open a trouble ticket.
- Our
staff will respond within one hour on all normal office days
and within two hours nights, weekends and holidays.
- Our
staff will work with you to isolate the problem and determine
the source of the problem.
- If
it is determined that our network is at fault, we will work
to correct the problem immediately and provide you with updated
status as the issue is worked.
- If
it is determined that our network is operational and that the
problem is beyond our demarcation point, we will provide you
with as much information as possible and the option of bringing
our staff into the field to support your efforts.
Billing rates for emergency support during normal business hours
are $125 per hour with a one hour minimum. For nights, weekends
and holidays it is $175 per hour with a two hour minimum. Note:
normal business hours are 8 a.m. to 5 p.m., Monday through Friday,
excluding holidays.
- All
trouble tickets shall remain open until the client is satisfied
with the resolution of the issue.
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