Digiweb Technical Support Policy

This document is intended to describe, in general terms, the scope and boundaries of the Digiweb Technical Support.By using the Digiweb Services all Customers agree to abide by the principles and standards below.

Operating Systems – Digiweb will provide technical assistance for computers running any version of Microsoft Windows that is currently in the Microsoft "mainstream" or "extended" support phase. Versions of Windows no longer supported by Microsoft, on limited product support, or in the process of being phased out, as well as new "beta" versions not yet released for general use, and any other operating systems such as Linux, Unix, MacOS, etc., are not covered. Please note that this does not mean such systems will not work with the Services, rather Digiweb does not guarantee proficiency in those operating systems to be able to provide technical assistance. The Digiweb Services are general and standards-based in nature and will work with virtually any computer and operating system, provided you can configure it.

Internet Browsers and E-Mail Clients – Digiweb will provide technical assistance for Microsoft Internet Explorer 6 and later or a current release version of Mozilla Firefox. Digiweb will support the general configuration of Microsoft Outlook Express 6 and later, Microsoft Outlook 2000 or later, a current release version of Mozilla Thunderbird, and Diginet Webmail.

Unapproved Use Of Service – Digiweb will not provide technical assistance for any unapproved use of the Service. Some examples would be a) running multiple computers on a personal connection; b) hosting a web, mail, or other server on a personal connection; c) running an open relay mail server on any connection; d) anything that violates the Acceptable Use Policy. This is by no means a complete list of "unapproved" uses. By using the Service, Customer agrees that Digiweb at its sole discretion may determine the acceptability of any use of the Service.

Internal Applications And Networks – Digiweb will provide technical assistance for your Internal Applications and Networks only to the extent such support relates to the use of the Services. Digiweb will not provide support for applications not specifically related to the use of the Services. In basic terms this means the Digiweb technicians can provide the information necessary to configure your applications or network but will not be able to provide the specific steps required to implement them. The technicians may not be familiar with every application used and cannot support them directly. In such cases the technicians will provide what information they can and recommend you contact the software or hardware manufacturer for assistance in the actual implementation of those applications.

Third Party Equipment – Digiweb will not provide technical assistance for any third party equipment. Customer should contact the equipment manufacturer for any assistance they may require in programming or configuring such equipment. Digiweb can only provide the configuration information necessary for use of the Service and it is up to the Customer to implement it.

DSL Accounts – Before calling for assistance on connection problems with a personal or business DSL account, please make sure you can answer the following questions:

• Is there dial-tone on the telephone line your DSL equipment is connected to?

• Have you recently changed anything with your telephone service on that line?

• Have there been any wiring changes on that line (extended, new line added, etc.)?

• What is the exact make and model of the DSL equipment in use?

• What are the lights on the DSL equipment showing?

• Is the problem continuous or intermittent?

Metro Accounts - Most Metro connection problems can be resolved by simply rebooting the Thomson modem. Unplug the modem from the electrical supply for a few seconds and then plug it in again. As the modem reboots it will reconfigure itself and establish a connection to the Internet automatically. This typically needs to be performed if the Ethernet cable is being swapped from one computer to another while the modem is on.

If you experience any problem connecting to the Internet it is good practice to simplify the network setup. If you are using a 3rd party router please remove this and instead connect one computer directly to the modem and set the computer to DHCP. For instructions on General Settings please click here. When this is done, please reboot the Thomson modem. If this does not resolve the problem and you need to contact our Technical Support Department, it is important that you have one computer directly connected to the Thomson modem as described. Otherwise they will not be able to troubleshoot the connection.

Check all cables and connectors. Ensure that the Thomson modem and the radio are receiving power. Both power adapters should be warm and this indicates that the electrical power is reaching them. If in doubt, unplug both adapters for a few seconds and then insert them again. It is essential that the radio is plugged in at all times to maintain the connection.

E-Mail Accounts – Before calling for assistance on e-Mail accounts, please make sure you have checked the following and can answer the following questions:

• Is your connection active (i.e. are you able to "surf" the Internet)?

• What is the exact error message you are receiving?

• What software are you using to access your e-Mail?

• Have you tried accessing your account through Web-Mail?

The above is by no means a complete list of what Digiweb will or will not support and is subject to change without notice. If you have a question regarding if a specific item will or will not be supported please contact our technical support group before using the Service. Please note that unsupported issues or products are not the responsibility of Digiweb and in no way would be considered a failure on the part of Digiweb to provide the Service in question. It is the responsibility of Customer to determine if any products the Customer intends to use which are not provided directly by Digiweb will be supported or are compatible with the Service.