VIP Platinum Support

Nationwide Internet introduces our new VIP Platinum Support offering your businesses FREE full service technical support 24 hours a day 7 days a week. Nationwide's VIP Platinum Support has taken customer and technical support to a new level with its new Business 24/7 Customer Service group setting a new standard in the industry.

Our VIP Platinum Support comes FREE with every business account and includes the following:

1. A Professional dedicated Support representative that knows your business and understands your needs
2. Dedicated Support available 8am to 9pm Monday through Friday, CST.
3. All calls answered within 20 Seconds - no waiting on hold
4. Fast response time to your questions, within 1 hour you will always be notified of the resolution or status of your problem
5. 90% of all support issues are fully resolved on the first call
6. 24/7 Technical Support Ticket System
7. Strong relationships with our Vendors to ensure your problem is resolved timely
8. Effective Methods and procedures for escalations
9. Nationwide Service Level Agreement, designed to GUARANTEE you the best service available

For more information please call 1.888.807.7778 To Meet your VIP Platinum Support Specialist.

Business Customer VIP Platinum Support Service Level Agreement
Revised March 2006 Version 1.0

Nationwide Internet is herein after known as Nationwide or Nationwide Internet.

Service Level Agreement (Part 1)

Nationwide's Availability Guarantee declares that the Nationwide Internet Network (as defined in the applicable service agreement) will be available 99.99% of the time. If Nationwide fails to meet this Guarantee during any given calendar month, Customer's account will be credited if the customer requests such credit. At Customer's request, Nationwide will calculate the "Network Unavailability" in a calendar month. "Network Unavailability" consists of the number of minutes that the Nationwide Network was not available to Customer. This will not include unavailability continuing for one hour or less which Customer fails to report to Nationwide within five days, or any unavailability resulting from: (a) Nationwide Network maintenance; (b) Nationwide telephone company circuits outside the contiguous U.S.; (c) any Customer-ordered telephone company circuits; (d) Customer's applications, equipment, or facilities; (e) acts or omissions of Customer, or any use or user of the service authorized by Customer; or, (f) reasons of Force Majeure (as defined in the applicable service agreement).

If Nationwide fails to meet this Availability Guarantee, the account shall be credited the pro-rated charges for each cumulative hour of Network Unavailability, or fraction thereof in any calendar month.

Service Level Agreement (Part 2)

Nationwide provides two types of reporting guarantees, a Network Outage Notification Guarantee and a Scheduled Maintenance Notification Guarantee.

Nationwide's Network Outage Guarantee provides notification to your designated point of contact within 1 hour of a service affecting outage or a credit equal to the amount of time the service was unavailable due to a network outage. Nationwide's standard procedure is to monitor all customer circuits 24 hours a day, 7 days a week via SNMP traps, ping tests, and non-intrusive network monitoring agents. If a network component does not respond after ten consecutive one-minute ping cycles or is found to be in a trouble condition by other means, Nationwide will deem the service unavailable and will begin trouble-shooting and maintenance efforts. If you desire, your point of contact can be notified by e-mail, or pager, as elected by you and notified to us. This notification is an automated process which will be initiated only at your written request to us.

Our Scheduled Maintenance is sometimes necessary. Your Scheduled Maintenance Notification Guarantee shall include any maintenance on the Nationwide network to which Customer's circuit is connected (a) of which Customer is notified 24 hours in advance, and (b) that is performed during a standard maintenance window. The standard maintenance window is from 12 AM to 6 AM local time of the nationwide hub to which the circuit is connected. Notice of Scheduled Maintenance will be provided to Customers' designated point of contact by email, pager or telephone.

This Customer Reporting Guarantee is only available for service provided entirely in the contiguous U.S. Customer is solely responsible for providing Nationwide accurate and current contact information for their designated points of contact. Nationwide will be relieved of its obligations under this Customer Reporting Guarantee if the contact information provided by Customer is inaccurate or omitted, or if Nationwide's failure is due to reasons of Force Majeure (as defined in the applicable service agreement).

If Nationwide fails to meet this Customer Reporting Guarantee, at Customer's request, the account shall be credited the pro-rated charges of the Nationwide Monthly Fee for the amount of time any service is unavailable. Total credit shall be limited to no more than the actual charge customer would have paid for the period of any outage.

Contact a Business Sales Consultant Today!
1.888.628.4669

VIP Support - 1.888.807.7778