Minimum charge or deduction for modem work is 15 minutes, and actual telephone costs will be invoiced. Support is assistance with identifying the source of a problem. We have many years of experience in this field, and maintain technical expertise to the best of our ability, but we cannot guarantee a resolution to any particular problem, nor can we promise that any solution we provide may not cause other problems. We can't promise that we will resolve a problem in any particular time frame, or even that we are always able to turn our attention toward your problem at any given moment. All of our work is offered on a best effort basis only.
Phone support is provided through telephone, or sometimes by e-mail.
The intent is to provide incidental support for small problems that can be resolved by a simple conversation. Generally speaking, issues that cannot be resolved in 15 minutes or less are not suitable for phone support. This is not absolute, but is a guideline. Modem support includes anything that can be done remotely from our offices. Since the advent of the Internet, this doesn't always mean what it used to mean, because we might be able to telnet to your site, or deliver work by E-mail or ftp.