Technical Support Policy

Green Mountain Access (GMA) is pleased to offer toll-free Internet technical support for our customers 7 days a week, 24 hours a day. As a valued customer of GMA, you are entitled to these benefits. Below we have outlined the Platforms, Applications, and Hardware we support as well as how to contact our technical support team.

Supported Platforms

• Macintosh (8.x and above)
• Windows 95, 98, 98SE, ME, NT4, 2000, XP
• Redhat Linux (limited connectivity issues)

Supported Applications

Internet Browsers

• Netscape (All Versions)
• Internet Explorer (All Versions)
• Opera

Internet Mail & News Programs

• Outlook Express (All Versions)
• Outlook (98, 2000, 2002/XP - note: email funtions only)
• Netscape Messenger
• Eudora

Miscellaneous Programs

• WS FTP
• Cute FTP
• Enternet PPPoE clients for Windows and Macintosh
• IPass Roaming Software

Supported Hardware

• Allied Data Copperjet DSL Modems
• Best Data Smart One DSL Modems - Model 800E
• VisionNet DSL Modems - Model ADSL 200ES & Model 201ER
• 3COM ISDN Terminal Adapters and Office Connect LanModem
• Linksys DSL/Cable Modem Routers (limited to connectivity)
• Hayes and Motorola Cable Modems
• Cisco Routers
• V.90 Analog modems (some users may experience problems with some of the following modems: HSP, HCF, Cirrus, and Conexant)

Note: New software releases for the above list will be automatically supported within ninety (90) days of official release. Calls for unsupported issues will be billed at $1.50/minute (note: customers will be alerted to unsupported issues prior to being billed).

Technicla Support for Residential Accounts

You may contact GMA Tech Support several different ways:

• Internet (24 hours a day, responses only during normal GMA business hours): send an email to support@gmavt.net, or use the Support Request Form on our website.
• Telephone: Call our GMA Technical Support team at: 888-321-0815 or 496-8598 (24 hours a day, 7 days a week)

Alternate Technical Support options:

• Walk-in Workstation Support (Waitsfield & Hinesburg offices only): GMA includes up to one hour per year for walk-in workstation Internet setup support per customer. This is strictly to assist our customers in troubleshooting GMA Internet connectivity issues, and does not include free personal computer support (eg: re-installing operating systems, hardware replacement, etc). Additional time will be billed at $75/hour with the customers prior approval. Please contact Tech Support first to attempt to resolve your technical problems remotely. Tech Support will schedule a "walk-in" appointment if required.
• Onsite GMA Support: GMA will come to your home to work on your Internet workstation connectivity issues for $90/hour, including travel time. Please contact Tech Support to schedule the appointment. This service is limited to Chittenden, Washington, and Addison counties of Vermont. If the problem is a result of our network, you will not be charged.

Technical Support for Business Accounts

If you require technical support for your business during regular business hours (M-F 8:00AM - 5:00PM, excluding major holidays), you may contact our local office directly at 888-321-0815 or 496-8598. Please note that we will provide support for you depending upon your need and to the best of our abilities. We are not experts in all the possible Internet hardware, software, and/or network configurations your business may be using. If we cannot help you over the phone, we may need to schedule an onsite service call (billable at $125/hour, one hour minimum), or you may need to contact your internal or external LAN/WAN consultants for assistance. We will only provide support on the above software and supported platforms. Telephone support for unsupported issues will be billed at $1.50/minute.

If you experience an emergency after normal business hours you can call our Technical Support number at 888-321-0815 or 496-8598, and the on call technician will have someone get in touch with you. Please note that if we contact you, our after hours emergency support fees are $250 initial fee plus $125/hour for every hour thereafter. If the problem is a result of our network, you will not be charged.

DISCLAIMER:

GMA reserves the right to charge for residential and/or business support calls that exceed 30 minutes for resolution, or that require an onsite support visit. You will be notified of any potential support charges prior to being charged. You will have the opportunity to approve or decline this extensive support. Our charges for telephone support are as follows:

• Workstation Internet Support: $75.00/hour, one hour minimum
• Webserver/Scripting Support: $95.00/hour, one hour minimum
• LAN/WAN Internet Support (including Routers/Firewalls/VPN's/and or consulting): $125.00/hour, one hour minimum

GMA will provide the highest level of Internet technical support for our customers. However, we will not allow abuse of our support services. We provide technical support on the above listed products only. We do not provide training on how to use the Internet. There are many classes available at local Vermont schools and/or online courses such as www.mindleaders.com. We also do not provide support on how to fix your computer. You should contact your computer manufacturer's support team for assistance with those needs. Please note that continued abuse of our technical support system may result in a loss of future support privileges. GMA reserves the exclusive right to determine what constitutes abuse of our technical support system.

Additional GMA Support Polices and Services

GMA Hardware Return Policy: GMA provides a 30 day "no questions asked" return warranty on all hardware we sell. After 30 days, our customers are covered by the hardware warranty from the manufacturer. It is the customer's responsibility after 30 days to deal directly with the manufacturer for support of the product. Some manufacturer's can provide annual service contracts for an additional fee. Also, GMA highly recommends that all hardware be protected by UPS and surge protection (protection should be at a minimum rated for "transient voltage surge suppressor", meeting the criteria for UL 1449).

GMA Hardware Loaner Policy: In the event of hardware problems with modems and/or routers, customers may in some cases request loaner hardware from GMA. We usually stock most supported products in our Hinesburg office, and have them available for your use. Upon receipt of the hardware, the customer's account will be charged for the cost of the equipment. When the hardware is returned to GMA, the customer will receive a credit for the full amount. This policy is not intended for customer's to demo products they are considering purchasing.