System Maintenance and Repair Policy:
System maintenance will be performed as to minimize disruption to customer services. In most cases system maintenance will be performed between 11pm and 4am. Exceptions to this are emergency maintenance, safety concerns or other special circumstances as determined by a system engineer.
Infrastructure Repair – immediate system repair and restoration will be performed on all infrastructure outages where 5 or greater customers are affected by the outage.
Standard support hours are Monday through Friday 9am to 5pm. Support requests outside these hours will be addressed the next business day.
Support requests requiring the dispatch of a technician will in most cases be given the next available technician time slot. If a time slot is not available that day the request will be prioritized for the next business day.
Limited email support is provided on weekends and holidays. Generally email support will be within a 4 hour response time.
Business support for business service level accounts:
Standard business support hours are Monday through Friday 9am to 5pm. Extended business support hours are 7am to 9am and 5pm to 9pm. Weekends are considered extended support hours.
During standard support hours, the response time will normally be within 2 hours and the repair time will normally be within 4 hours.
During extended support hours the response time will normally be within 2 hours and the repair time will be within 8 hours.
Customers are advised to check electrical power and equipment before requesting the dispatch of a technician. If a technician is dispatched and the problem is found to be on the customer side of the demarcation, the customer will be charged applicable service call fees.