Technical Support Questions: (Our Answers are in bold)

• Is technical support part of normal service or an added cost?

  • Some lower rate ISP’s may charge and additional cost for technical support, while an ISP with a higher rate may have unlimited phone support available.

  • We INCLUDE free tech support.  You should never have to pay for a problem.

• Is there a refund for downtime or network outages?

  • Most companies will have some sort of guarantee regarding their uptime. If they have a guarantee of 99% or better uptime, they are quite confident in the reliability of their network.

  • We have a VERY stable network.  Our hosting has a 98% Uptime guarantee.  We do NOT guarantee the stability of other NOC's that provide us dialup numbers.  We have tested all networks and dialup networks that we use.  Why would be sell a service we haven't used?

• Does the connection support the hardware/software that I have?

  • If you are looking for a provider with V.92 dialup access, the first thing to find out is if the number they have in your local area will support this.

  • If this is a major concern, please make sure that you are on the DialNET USA Standard Network.  All Numbers on this network are V.92

• Is telephone support available via a local call, 800 number, or long distance?

  • Find out if the call to the ISP’s technical support department is going to incur charges on your phone bill, or if it is toll-free.

  • We have toll free support.  With an average of only 30 calls a month currently, with more than 20,000 customers...  We must be doing the right thing by our customers.

• What’s the average hold time on a tech support call?

  • If you have an unusually long wait time, this may mean that and ISP is either understaffed, or having network difficulties. Larger ISP’s can expect long wait times.

  • Average wait time during normal business hours is NON EXISTENT.  We do not hide from our customers when there is a network outage, as we haven't had this problem yet.  When we do, you will  know about it.

• Are there resources online to help you troubleshoot your own problems?

             o Yes - we do have a support area, once you are signed up to our network.

• What are the hours technical support is offered?

  • A lot of ISP’s do not offer 24 hour technical support. Check to see what hours they provide support, and be aware of their time zone, as they may be open until midnight, but if they are based in New York, and you are in California, that’s only 9 o’clock.

  • We are open for DIRECT phone support until 6PM EST.  We do have an extended sales department, that will answer the support line messages and call the customer back directly up until 9PM EST.

• Is there technical help available via e-mail?

  • See if they will be able to provide quick responses to a quick email question. Maybe your problem wont warrant a phone call, so can you just send it in a quick email?

  • We answer e-mail support up until 2AM EST.  Support must be done through a support ticket.

General Questions:

• What software is provided and/or required?

• We provide a dialer application for those who need it.  97% of our users choose NOT to use any software, as we do not require it for our service.  It actually uses your precious system resources, and some of it has SPY WARE.... YES - Your ISP will get you there too!  In most cases if a dialup ISP requires you to use software then they are doing "something" more than providing your connection.  In most cases, this unseen action that is being performed, does affect you negatively.

• Does the ISP have software they require you to use?

  • Beware of ISP’s that require you use their proprietary software. Most ISP’s may have a setup utility, but they won’t require that you use it. Normally, they just have it for ease of setup if someone isn’t comfortable configuring a connection themselves.

  • As mentioned above - a dialer is available for your use, but is NEVER required.

• Are free trial connections available?

• What local numbers are available for you to use?

  • Does the ISP have more than one dialup number in case problems arise with one?

    • This isn’t always necessary, but it’s nice to have a backup number in case one has a PRI routing issue.  Its also good when more than one access number is available, but they are on different networks.  That was if a specific network carrier is having a problem, choose another from a different carrier.

  • Be sure to check with your local telephone company to verify that an access number an ISP has provided you is actually a local call for your area

  • Larger areas in our network DO have more than one number.  EX:  We have 28 total access numbers across our entire company in the St. Louis, Mo area where we are from.  We have tested many of them , and the connections are solid.

• Do they offer toll-free dialup numbers if I’m on the road?

  • Some ISP’s have a toll free number to dial into if a user is traveling, however, the majority have nationwide access, so you would dial a local number in whatever area you may be in rather than have a toll-free number.

  • Although we never suggest a toll free number for standard use.  We do have our Toll Free NET service, which will include a toll free number in your service with our main network, never costing you anything additional. ( http://www.tollfreenet.net )

• Can multiple users access the same account at the same time?

  • Most ISP’s only allow one computer to connect at one time with a single account. If you need more, be sure to ask, they will usually be glad to work with you.

  • Unfortunately, we do NOT allow for multiple connections.  Our network assumes that you are giving your user name and password out.  A double-login will automatically deactivate your account.

• What kind of contract or services agreement is required?

  • Does signing up mean you have to keep the account for a full year, or can you cancel at the end of a month or two if you are dissatisfied?

  • All services are on a month to month basis.

• After signing up, how long does it take to get online with the ISP?

  • If you are in a rush to get a new Internet Service account set up, be sure to ask a sales representative how long the setup process takes on their end. Many Internet Service Providers website's will have an automated signup system so that as soon as your credit card information has been validated, it activates your account. In some rare cases you may have to wait for software to be mailed to you if an ISP requires that you use their software, and you do not currently have internet access at the time you are signing up.

  • Phone orders are INSTANT.  We will talk you through manually setting up your PC.

  • Online orders depends on the network you are signing up for.  Processing times can be instant to 30 Minutes in processing time, as each validation system is different.  If you are concerned, and want to get signed up immediately, its best to call us for ordering.

• Are there charges for email or web storage?

• We provide e-mail addresses for your account for free.  These are web mail based.

• Is space for web pages included?

• Unfortunately, we no longer offer web space with our dialup accounts, as we had very few customers asking for it.  So, we dropped our rates accordingly.

• During peak times is it hard to get online?

  • If an ISP is oversubscribing it's coverage, during peak hours (5pm - 8pm) you may experience busy signals. This can be a big problem for some users. It might be helpful to ask what their policy is for handling repeated busy signals in an area, or on a particular phone number.

  • Our network is constantly checked for peak time availability.  Back in 2003 we made a MAJOR update, and haven't had any issues since.  We are honest, and run an honest business.

• Will I get a sluggish connection during peak times?

• If you do - we want to know.  ITS NOT TO HAPPEN!!! Send us an e-mail immediately to info@acitech.net

• Do they offer SPAM filtering and / or Virus scanning?

  • Some ISPs have software on their servers that allows them to filter out SPAM and viruses before they ever reach your computer. This is not a replacement for antivirus software on your computer, but an added security that is a must for some internet users.

  • And yes - we are included in these offers.  We have a great spam filter, that offers great protection for your e-mail account.  These are only available using our web mail service.  Pop3 Accounts are NOT covered.

General Company Questions:
 

• How long has the ISP been in business?

• We have been in the IT industry about 5 years.  We have a steady stream of new customers, and retain less than a 2% turnover rate over 5 years.

• Do they keep your personal information private from third parties?

  • Always check the privacy policy of an ISP if you are concerned. Links for privacy policies can usually be found at the bottom of the webpage like ours. Make sure the ISP wont give your name or email to a company that may send you SPAM, or direct mail solicitations.

  • We keep ALL of your information private, and do not outsource to call center of national nor foreign origin.  Its not a matter of saving US money - its a matter of saving YOU money, and retaining great service and support.

• Is the ISP’s phone number easily found on their website?

  • Can you easily find the phone number for sales and or technical support? Usually on a ‘Contact Us’ page you can find this information.

  • Our phone number is everywhere on our website.  You can see it in the headings, and a detailed listing of contact information on the CONTACT US page.

Billing Questions:

• What is their cancellation policy if I choose to cancel?

  • Some ISP’s will require notification in writing before an account can be canceled.

  • Please see our TERMS OF SERVICE for more information.  We make it easy for cancellation.  Its your money.

• What options are available for billing and payments?

  • Most ISP’s will require a credit card payment for an account, and use auto billing to charge each month. If you prefer to pay by check, this will need to be a question you ask.

  • We accept checks, credit cards, and Pay Pal account payments.  Phone orders must be with either a Visa or MasterCard.  Checks must be for at least 2 Months time, but are normally reserved for 6 Month and Annual subscriptions.  ACH Payments will be available in December of 2004.

2002-2007 Midwest Telecom Group,  ACI Internet, & Family of ISPs