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Network services support is available:
Normal Service Coverage
- Customer Support Hours: Monday through Friday from 9 am to 6 pm on
normal business days.
- Problems requiring site visits will be serviced during business hours.
- VISI will make a reasonable effort to quickly respond
to network outage and service problems affecting access to the Customer's premise.
Service requiring physical access protected by property management may delay repair.
- During non-business hours support calls can be made to the above number and
the Customer may leave a message. Response and actions taken will depend on the
nature of the service issue. Individual customer outages will be handled on the next business day.
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Upgrades and Possible Downtime
- There are no regularly scheduled downtimes. Our goal is to have
the network available 7 x 24.
- If we need to make network or configuration changes, we use our
network monitoring tools to identify least used times and attempt to make
changes at those times.
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Customer Responsibilities
- Network Configuration Guides to help you configure your computer to use
our services are available on-line by clicking HERE
- Customer support regarding PC configuration or problems and/or usage is the sole
responsibility of the Customer. Examples of non-covered support include but are
not limited to:
- Individual computer/PC hardware or software configurations.
- Network/LAN hardware or related software systems.
- Vendor supplied applications (such as word processing, spreadsheets,
database systems), and client developed applications.
- Virus removal.
- If assistance is needed to install and/or configure network cards,
VISI can recommend resources to assist you in these tasks.
Good sources are local stores that sell and install computer components, as
well as web sites for the manufacturers of the hardware and software.
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Network Monitoring
- All properties serviced by VISI are monitored 7 x 24 x
365 to insure the highest level of availability and performance. Monitoring
includes:
- Service availability
- Response time
- Traffic loads
- These reports are proactively reviewed by VISI network
operations to insure quality service.
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Outside Influences
- At times there are incidents that are beyond the ability for VISI
to correct. These include, but are not limited to, service
interruptions by its suppliers, or modifications to the Customer's system
by the Customer or a third party, government actions requiring control of
national networks, Acts of War or Acts of God. See Services Agreement on
this website for terms and conditions agreed to by connecting to this service.
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