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Stargate Problem Resolution Service FAQ

1. What is the Problem Resolution Service?
2. How much does this service cost?
3. What constitutes a single incident versus multiple incidents?
4. How will I be charged for technical support?
5. What operating systems and software are supported?
6. How do I request assistance from a support representative online?

1. What is the Problem Resolution Service?
   
   Stargate has expanded its service offerings to include in-depth troubleshooting and support ("Problem Resolution Service") for things above and beyond the scope of Stargate’s standard support on a Pay Per Incident (PPI) basis. This service would typically relate to common problems that occur with software and hardware that people use in conjunction with Stargate’s Internet services, not the Stargate services themselves. As always, there is no charge for support with the Stargate provided services a customer is purchasing. So, the high quality support you’ve always received is not changing, but in response to popular demand we have expanded our offering to provide more help to our customers. Please refer to our General Terms of Service for more information about Stargate's Problem Resolution Service on a Pay Per Incident (PPI) basis.
   
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2. How much does this service cost?
   
   For the most common support needs beyond those associated with Stargate services, the cost per incident will be $20. However, for more complex and unique circumstances, cost may vary or be converted to a Standard charge. Under no circumstances will customers be charged for Problem Resolution Service without their prior approval.
   
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3. What constitutes a single incident versus multiple incidents?
   
   An incident is a single problem that can be resolved over one or many telephone calls with Stargate. Multiple incidents are defined as issues that require support for unrelated issues. For example, configuration of virus protection for an email program would be a single incident. A problem with home networking would be a second incident. However, if the configuration and testing of virus protection takes multiple calls to resolve, this is considered a single incident. Another words, an "incident" is not measured by the number of calls necessary to resolve and issue, it is measured by the number of unique issues.

   Support representatives will inform you if there is more than one incident and will not charge your account for multiple incidents without your prior approval.
   
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4. How will I be charged for technical support?
   
   Your technician will verify your identity using the personal information you provided when you signed up for your account. Once the problem has been resolved, Stargate will mark the incident as closed and a support charge will be applied to your account that will appear on your next billing cycle. You have 72 hours (3 business days) to call back about the same incident to have the case reopened without further charge. If you call back for the same incident, please provide the representative with the Case Number if you have that information.
   
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5. What operating systems and software are supported?
   
   Please refer to our Minimum System Requirements and Supported Software for supported operating systems and software.
   
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6. How do I request assistance from a support representative online?
   
   To request support online, log on to http://my.stargate.net with your Stargate email and password. After logging on successfully, the top menu will change. Select Support on the menu then click Contact Support. Fill out the fields on the submission form and, when completed, click Create Case. The case will be immediately entered into our case management system and will be reviewed by a support representative who will contact you as quickly as possible in accordance with what method of contact was selected - email and/or phone. When phone contact is chosen, the support representative will note the time of day you selected as your preferred time to be contacted.

   You can view all cases on your account, check case status and add notes to open cases by selecting View Support Cases on the Support menu.

   Help us help you! If you contact Stargate support for assistance by submitting a case online by logging in to myStargate or contacting us by phone (see Contact Us), please include the name and version of your operating system and Internet software (email, web browser) you were using when the problem occurred, the exact text of all error messages and what you were doing when you received the error message. It is helpful to have information about your modem/DSL equipment as well. If this information is included in an online case submission or provided to a support representative, it will greatly speed up the troubleshooting process. If you contact Tech Support by phone, please be in front of your computer and have it turned on and booted up. Even if you do not have two phone lines there are many problems that can be identified offline.

   
   
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