Support Procedures and the do's and don'ts on Dedicated Internet Service

 Note: items in red mean that such item has been recently added

    This document describes the type of support PremiaNet will provide in relation to your Dedicated Internet Service. It is very important you read it in full.

    It also describes events for which PremiaNet will charge an hourly service fee and scheduling of server changes and other major events.

    These rules are part of your contractual agreement and might be modified in the near future with no prior notification:

    • PremiaNet is responsible for hardware provided by us to the customer, such as switches and routers, on a lease/rental basis. If a hardware part fails, PremiaNet will replace it, usually within an hour or two, never more than 24 hours. This, of course, depends on availability of parts. Although PremiaNet tries to keep spare parts in stock at all times, rare parts such as high end routers might not be available. If it is not in stock, PremiaNet will do everything in its power to obtain the part from a local merchant (during their business hours) or order it for next day delivery (Saturday and Sunday deliveries are not available). In the meantime, we may be able to provide temporary equipment that may replace the function of the failed device. We are not responsible for late delivery from the supplier or shipping company.

      If the equipment was resold to the customer, we may, in good faith, help you with the replacement procedure and may lend you equipment on a temporary basis.

    • 24/7 toll free phone support is reserved for emergencies only (your connection is down, network problem, etc.). Any service that is not an emergency (billing questions, non-emergency service requests, etc.) will be attended only via email. PremiaNet guarantees a quick reply via email during our regular hours (almost all day). If it is an emergency where you need to request service beyond what's included with your plan by using our remote hands service, you can call us anytime.

    • PremiaNet does not manufacture the hardware used on any equipment provided by PremiaNet, such as switches or routers. Because of this, we can't guarantee it is free of defects or bugs.

    • PremiaNet has consulting, engineering and implementation services available. We have access to Cisco and Foundry experts that can help you implement or fix problems related to your network. Please ask about remote hands service.

    • WINDOWS SERVERS: If you will be having Windows servers connected to the Internet via our service, please read in full the following details.

    • WINDOWS SERVERS: servers running Microsoft Windows are, by default, insecure. Constant security issues come up, which become exploitable via viruses and worms. You must maintain your server upgraded with all patches on a daily basis. Any Windows server infected with a virus *can* completely fill your Internet connection, even a 100 meg connection. Such an event will affect your connection and may affect our network. Depending on severity, we may charge remote hands service to help fix the problem.

    • WINDOWS SERVERS: we strongly recommend you do not install *and* start Microsoft SQL without first installing all MS SQL patches and security upgrades. Starting a non-upgraded MS SQL will almost guarantee infection with the Slammer worm. Trust us, it will only take a few minutes to get infected.

    • WINDOWS SERVERS: how do you know your server is infected? Usually, worms will use up the entire bandwidth available to your server to spread to other servers. You will see full usage of your circuit on your bandwidth graphs. On our side, we will see that traffic leaving our network to the Internet and other servers within our network.

    • WINDOWS SERVERS: if we see such activity coming from your network, we will call you to advise you of it. However, protection of the network, other customers, and other networks on the Internet, is of the highest priority. Depending on severity, we may have to shut down the connection or filter it to prevent further problems.

    • WINDOWS SERVERS: if possible, do not use Windows' built-in FTP server, as it is usually exploited to "t@@g" your server. It means that your server may become a distribution machine for Warez networks, illegal file sharing, illegal music and porn distribution, etc. If you use another FTP server software, do *not* enable public/anonymous uploads. If this happens to your server, it will consume large amounts of bandwidth which will count towards your bill.

    • Because of these problems with worms and viruses, we *strongly* recommend that you do not connect servers to a 100 meg port. If the server does not need that much bandwidth, force the switch's port down to 10 megs.

    • If an attack occurs against a server, depending on severity, PremiaNet reserves the right to either block the attack's destination or filter the destination port to protect our network. This also applies on any event where customer's servers is the source of an attack or illegal activity.

    • Please behave well on the Internet to not provoke attacks against you. These days, any kid can launch an attack against your server.

    • Providers of shell accounts, IRC servers, or other IRC related services, are not allowed on PremiaNet's network. Although we want to satisfy the needs of your business, these services often attract some users with the wrong intentions.

    • Do not do changes to your network configuration without warning us first. This way, if something goes wrong, we will be ready to assist you.

    • Increases on bandwidth can be done anytime, however, decreases can only be done effective the last day of the month. The reason for this is that our bandwidth providers, when they receive an increase of bandwidth from us, will include such bandwidth increase in our billing for the entire month and not just for part of the month.

    • PremiaNet reserves the right to shut down and deny service to a customer at any time for any reason.

PremiaNet reserves the right to modify these policies at any time. We are not responsible for any typographical or translation errors.