Technical Support Boundaries
AVCI.net Internet Support Group

AVCI.net prides itself on having one of the premier Technical Support departments in the industry. Our Technical Support Representatives are well versed in the use and setup of Internet components. Because of this extensive knowledge, customers often solicit a representative's advice on issues other than the function and features of AVCI.net services. AVCI.net's Technical Support Representatives will always use their knowledge to help isolate a customer's problem. The problem, once identified, is often not related to the AVCI.net or its configuration. Because of this it is necessary to draw boundaries for the support given by the Technical Support Department.

1. Once it has been established that the AVCI.net connection is working properly, AVCI.net's support responsibility ends. Configuration or troubleshooting of any problems related to VPN adapters, Ethernet cards, File and Print Sharing, Net Bios Name Resolution, WINS, NT Domain issues, or any other Microsoft Networking issues are the customer's responsibility.

2. AVCI.net Technical Support is happy to help its customers integrate AVCI.net products into their network design, but it is the customer's responsibility to first develop the network design. If the customer is not comfortable developing a network design, AVCI.net Customer Service can help setup a service call for networking through our office.

3. If more than one AVCI.net Technical Support Rep has determined that a particular customer issue is not related to the AVCI.net system, no additional calls on that particular issue can be addressed.

4. AVCI.net Technical Support Reps endeavor to solve customer problems in a methodical, calm, professional manner. We expect our customers to do the same. Customers who use abusive language and/or profanity will immediately lose their Technical Support privileges.

We sincerely want you to enjoy your internet experience with AVCI.net. It is our hope that these boundaries will assist us in making the experience better for everyone of our subscribers.