PRIS Technical Support

In order for the Internet to function, a complex chain of software, computers, modems, phone lines, routers and servers must function in a compatible manner. If one component is not up to snuff, you no longer have a working Internet connection.This can make the Internet a frustrating environment.

When something goes wrong, you will undoubtedly consider calling us for support. While we will always do our best to assist you with any problems, you may feel disappointed in the level of support you receive.

You may get upset when we suggest that the problem may be with your settings or hardware rather than with our equipment, and you may find it difficult to accept that we may not be able to tell you which buttons to push to painlessly solve your problem.

Because there are so many possible system configurations, and because we are not in front of your specific computer, there are limits to what levels of support we can offer to members. You will feel less frustrated if you appreciate exactly what support we can offer. Our goal is to get you into a functional Internet environment as quickly as possible.

Our Pledge to Our Members

We will set up new accounts, web pages, or services within one working day of the receipt of the necessary applications.

We will respond to telephone enquiries within one working day of the receipt of a message.

We will respond to e-mail enquiries within two working days of the receipt of a message.

If requested to set up a computer at our Dawson Office, we will have the work done within one day.

You will receive a statement of your account within 30 days of any financial transaction.

And now, for the fine print....

YOUR SUBSCRIPTION TO OUR INTERNET SERVICES IS IN NO WAY CONTINGENT ON YOUR ABILITY OR DESIRE TO USE THEM. IT IS YOUR RESPONSIBILITY TO GET YOUR CONNECTION WORKING, AND UNLESS EXPLICITLY STATED, YOU WILL NOT BE REFUNDED FOR INABILITY TO CONNECT. AN EXCEPTION IS MADE WHEN THE PROBLEM WAS CAUSED BY A CONFIGURATION ERROR AT OUR END.

If you have made a request for assistance, and you did not receive a response within 36 hours, assume that your call has been lost, and please contact us again.

HOURS OF SERVICE

Our Office hours are officially from 9:00 AM to 4:30 PM from Monday to Saturday. However our hours of service for Member support are from 2:00 PM to 6:00 PM Monday to Friday. Please leave a message any time, but expect return calls in the afternoon only.

LIMITATIONS ON SUPPORT OFFERED

Please remember that the primary task of PRIS Support is to ensure that you can establish an Internet connection with PRIS on a machine that has its hardware correctly configured for Internet Access:

• We are not able to offer support for a machine which has hardware problems, or which in any other way is not fully functional, or is unable to communicate properly with the installed Modem.
• We are not able to offer support for the software which you may be using on your established connection, such as your Browser or e-mail program. You may seek support for problems with this software from the program vendours. Most have excellent support programs provided you have registered the software.
• PRIS provides an installation kit for the convenience of new members who may not have all software necessary to establish their initial connection. PRIS in no ways warrants the suitability of these disks for your computer. If you have difficulty establishing a connection with the disks provided, and our Support Staff is unable to assist you, you have the option of purchasing appropriate software from an independent source. It is your responsibility to register all the software you use (where required) after the termination of the evaluation period.
• PRIS may request that you bring your computer to the PRIS office, rather than provide further telephone support. Provided that PRIS Staff determine that your computer is "Internet Ready", your software will be configured to permit Internet connections. You will be asked to sign a "Waiver" prior to leaving your computer. One such installation per account will be performed free of charge, within 30 days of the start of your account.
• Work persformed in addition to that described above will be charged to your account at a rate of $30/hour. You will be explicitly notified of any charges prior to the work being undertaken. If you are not notified of any charges, or if you did not consent to these charges, no charges will apply.
• PRIS Staff may determine that there is a problem on a computer which requires additional work before an Internet connection can be configured. In such a case, you have no recourse but to continue installation attempts on your own, or to take your computer to an independent computer consultant.
• In some circumstances,at the discretion of the Sysop, there will be a charge of $30./hr In-Shop, $40./hr Out-of-Shop in Support of our own services.

What to do BEFORE you call PRIS Support

1. Clearly identify the problem
2. Check the HELP pages to see if the problem is discussed there.
3. Check the printed installation guide you got when you joined PRIS. If you have misplaced it, provide PRIS with a Fax number, and we will send one to you, or pick one up at the place where you got your application form.
4. If you are getting an error message, retrace the steps you took to get the message, and write down the message exactly.
5. Shut down your computer entirely. Then turn it back on and see if the error is still there.
6. In preparation for your call, you should ensure that you have followed these steps:
   1. Determine, and write down the following:
      • Your computer make and processor speed.
      • Your Operating System (Windows 95, OS-2, Mac, etc).
      • Your modem make, model, and speed (baud rate).
      • The comm port your computer is using.
      • The version of connect software with which you are experiencing difficulty.
   2. Be prepared to be in front of your computer, with the computer turned on, and with the telephone within reach of the computer during your call. It is a great advantage to have two lines during the diagnostic process, one for your computer internet connection, and one to talk on.

A Special Note on Line Drops

Occasionally,members call us because they are experiencing frequent disconnects. Members often express the opinion that they feel that these are be being caused by the PRIS system. Rest assured that most other members are not experiencing similar problems.

Unfortunately, there is little advice that we can offer by telephone to assist you in overcoming the problem. We suggest that you carefully review your system configuration with the assistance of the information offered in our help pages. If this does not help, there may be telephone line problems which are beyond our control.

PRiS Linedrop/Modem Help

808news.com's Interactive Modem Troubleshooter

This page is maintained by the Peace Region Internet Society

Questions, comments, and suggestions can be directed to the sysop@pris.ca

Last Modified: October 11th, 2001