Support Policy For Standard PPP Dial-Up Accounts
At Tellurian Networks, we pride ourselves on providing the best technical support in the industry. To provide this high level of service, we have developed procedures to help resolve your issue in the most expedient and accurate manner possible. For these procedures, we have a list of information needed from you and/or your computer so we can answer your questions quickly and accurately.
To make your call to support as easy and time efficient as possible, please follow the guidelines below.
The primary user we have on file using a single computer running a supported operating system in a single location with an operational modem and phone line.
Laptop computers moving from site to site - If you are able to connect in some situations and not in others, it is a modem compatibility issue and/or a phone line problem. When traveling, buy the best modem possible for your laptop. Intel/Xircom and USR make excellent modems for laptops.
Tellurian Networks will support a dial up connection or home DSL connection with the following operating systems:
*Although we will still provide dial-up connection support for Windows 95, this product has reached it's operational "End Of Life" (EOL) and is no longer supported by Microsoft. We strongly URGE you to upgrade to the latest versions of Microsoft Windows. Click here for more information.
¤Mac OS computers MUST run Apple's TCP/IP stack and dialer. Third party dialers are not supported by Tellurian.
For all other operating systems, we will provide access numbers, username and password, but we will be unable to provide detailed set-up or troubleshooting assistance.
Tellurian Networks supports the following web browser programs:
Tellurian Networks supports the following e-mail programs:
Tellurian Networks supports the following FTP programs:
Tellurian Networks supports the following computer systems:
The following will NOT be supported by Tellurian Networks Technical Support team:
Multiple computers on a single user account - If you have two computers and one works and one doesn't, you MUST contact your computer vendor's support line.
POTS/DSL/Ethernet NAT Routers - You signed up for a single user account and are paying for support of a single user account. NAT boxes are used to share your connection with multiple computers and are NOT supported. We will be happy to provide support if you upgrade to a business class connection.
Windows 3.x - This operating system is 10 years old and most computers using it are of the same vintage or older. If you have a Windows 3.x computer, especially for business, buy a new computer! Complete computer systems are currently available starting at around $500 and the time and energy you save will easily pay for a new computer in months if not weeks.
Problems with your computer hardware - Dead modems, monitors, mice, keyboards, RAM errors, HDD failures/errors, etc. These issues must be handled by your computer manufacturer or a competent repair technician.
Operating System (OS) problems - Including but not limited to: random reboots, lockups, illegal operations in any program, the blue screen of death, Exception errors, and system crashes. These issues must be handled by your computer manufacturer or your software vendor.
Local Area Networks (LANs); Wireless Networks - We can give you suggestions on which settings might be needed, but your network administrator or consultant will need to configure your computer for dial-up and/or LAN/wireless networking. We do not want to create network problems by modifying your settings and possibly breaking your LAN/wireless connection.
The following operating systems are NOT supported:
The following computer systems are NOT supported:
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