| Service | Support hours | After hours | Response | SLA |
|---|---|---|---|---|
| Residential | Mon–Sat, 8am–6pm | Dispatch available, $150 | Standard queue | No |
| Business broadband | Mon–Sat, 8am–6pm | Dispatch available, $150 | Priority queue: business tickets are worked first | No |
| Enterprise / DIA | 24 × 7 × 365 | Included | Defined in your SLA | Yes |
Support during business hours is included at no extra charge. A $150 service call charge applies, for any service and at any hour, when the problem turns out to be caused by customer-owned equipment or customer actions (MSA §11.1).
After-hours dispatch for residential and business broadband is $150. Enterprise / DIA customers have 24×7×365 support in their contract.
Check the network status page first. It is hosted off our network, so it stays up even when we are having trouble.