This policy covers FishNet support of all third party software and hardware that the client may use in any way for Internet service. This applies to Microsoft products as well as Apple, Unix and other third parties.

Overview

Microsoft Internet access software in Windows95 and Windows98 is unstable and prone to self destruction without apparent cause or reason. Windows NT, both Server and Workstation, are generally more stable but are still prone to unpredictable behaviour. Other Microsoft software, independent of Internet access, can also adversely affect Internet access capability.

Symptoms

Syptoms may be that Internet access suddenly ceases without warning, the modem will not connect, or will not stay connected. If the software connects, Web browsers may not be able to access any Internet Web sites.

One possible symptom with Outlook or Outlook Express are that it wants to connect with Microsoft Network when it is started, even though an Internet connection is already established. Other symptoms may be that it hangs forever when downloading an email from the FishNet mail server, or does not resolve the mail server host name.

All of these are problems in the software on the client's machine and are beyond the limited scope of free FishNet support to connect the client to the Internet. They may never happen to some clients, and they may happen frequently to others. Given the frequency with which these problems occur, FishNet cannot offer such support without charge, particularly when Microsoft charges to support its own buggy software.

Support Policy

FishNet will support Microsoft software problems at the rate of $75.00 per hour. Support for Windows NT Server or NT Workstation will be at the rate of $125.00 per hour. Support for other third party products will be determined on a case by case basis. Support billing will start when FishNet determines in its best judgment that the problem is within the client's machine. FishNet support personnel will inform the client of this, and will give the client the option to continue. Continuance of the call will constitute acceptance of the support charges. The client has the option of discontinuing the support call immediately; no charge will be incurred in this case, and support can be sought through other means.