Abstract

This document details levels of technical assistance that Primus Canada Internet Technical Support can provide to our Internet and Data customers. The limits expressed in this document in no way reflect any limitation of Primus Telecommunications Canada’s Internet and/or Data Products.

Technical Support Agents are trained to provide technical assistance for certain specific software products and operating systems to differing degrees. We place greatest emphasis on the hardware and/or software that we ship to our customers. Other hardware or software may be supported at a lower level, or not at all.

Customers requesting technical support are expected to have a computer that is in operating order. That is, all hardware is properly installed and working correctly without conflict. The customer is also expected to have a licensed CD ROM copy of their Operating System software in case any Operating System components are not installed, or need to be reinstalled.

Definitions

COMPLETE

Support from A to Z, from installation to configuration to reinstallation.

WALKTHROUGH

We will walk the customer through their software’s configuration screens, step by step.

CONFIGURATION

We will give the customer the raw information needed to configure the software. We will not do a walkthrough. It is up to the customer to configure the software on his or her own.

NO SUPPORT

We cannot provide any technical assistance whatsoever for these products/software.

Complete support for

• Connection-related issues:
  • Modem connection
  • Init Strings
  • No support for modem drivers. The customer is referred to the Original Equipment Manufacturer or vendor.
• ISDN router connection (Corporate support)
• Connection from customer’s machine to servers on the Primus Network
• Routing issues to rest of Internet
• Past and present versions of the Primus software and all components contained within unless specifically marked as “Unsupported” (please see the “No Support” and “Obsolete Products” section below)
  • IE 5.x, IE 4.x, IE 3.x
  • Outlook Express 5x, 4.x, Internet Mail and News
  • Windows 95, Windows 98, Windows ME Dial Up Networking
  • Windows NT Dial Up Networking
  • Windows 2000
  • Mac OS dialers (Mac OS version 8.1 and up)

Walkthrough support for (see Disclaimer)

• Netscape Navigator 3.x or Communicator 4.x
• Microsoft Outlook 98, 2000 (email configuration ONLY)
• Eudora (all versions)
• Uploading web page with FTP program
• Mac OS version 7.5.3 to 8.0

Configuration Information support for (see Disclaimer)

• WebTV consoles
• Dreamcast consoles
• Playstation 2 consoles
• Other email programs (including Netscape 6)
• Other newsreaders
• Other browsers
• Other Operating System PPP dialers

No Support for

• Web Page Design
• Custom CGI scripts
• Old ACC/Primus software: “Skate the net” and the “ICAN.net Desktop”
• 3rd Party Software
• Beta Software
• Hardware installation (including modem installation)
• Operating System problems not related to our software
• Virus/Trojan problems
• Any non-Internet computer problem

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Disclaimer

When possible, prior to providing Walkthrough or Configuration level support, the Technical Support Agent will explain to the customer that the software/hardware is not supported by Primus, although it should normally work with our service. The customer should address any technical problems to the program/hardware vendor or manufacturer. WHERE POSSIBLE, THE TECHNICAL SUPPORT AGENT WILL PROVIDE THE CUSTOMER WITH SOME IDEA OF HOW TO CONTACT THE VENDOR (website address, email address or phone number).

Obsolete Products

From time to time, Primus Canada will withdraw Technical Support for certain products as they become obsolete or impossible to support. The following is the current list of Obsolete Products.

• ICAN.NET Desktop
• Skate the Net
• Mac OS 7.5.2 or lower
• Windows 3.1x or lower
• Windows NT 3.x
• Windows NT 4.0 SP2 or lower

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