RTC on Line Tech Support Policies

RTC on Line is pleased to offer local toll-free Internet technical support for our customers 24 hr x 7 days (except major holidays from 11pm on the eve of holiday until 11pm on day of holiday). As a valued customer of RTC on Line, you are entitled to these benefits. Below we have outlined the Platforms, Applications and Hardware we support as well as how to contact our technical support team.


SUPPORTED PLATFORMS:
Macintosh support is very limited
Windows 95, 98, 98SE, ME, NT4, 2000, XP

SUPPORTED APPLICATIONS:
Internet Browsers

--Netscape (All Versions)
--Internet Explorer (All Versions)
Internet Mail & News Programs

--Outlook Express (All Versions)
--Outlook (98, 2000, 2002/XP - note: email funtions only)
--Netscape Messenger
--Eudora
Miscellaneous Programs

--WS FTP
SUPPORTED HARDWARE:
Hawking Technologies ADSL Adapter
Linksys DSL/Cable Modem Routers (limited to connectivity)
V.90 Analog modems (some users may experience problems with some of the following modems: HSP, HCF, Cirrus, and Conexant)

Note: New software releases for the above list will be automatically supported within ninety (90) days of official release. Calls for unsupported issues will be billed at $1.50/minute (note: customers will be alerted to unsupported issues prior to being billed).


TECHNICAL SUPPORT FOR RESIDENTIAL ACCOUNTS

You may contact RTC on Line Tech Support several different ways:

Internet (24 hours a day, responses only during normal RTC on Line business hours): send an email to support@rtcol.com, or use the Support Request Form on our website.

Telephone: Call our RTC on Line Technical Support team at: 888-851-5626 (24 hr x 7 days, except major holidays closed from 11pm on eve of holiday to 11pm of day of holiday)
During regular business hours (8am-5pm M-F) call us at 223-2191 in Rochester or 888-374-1900 outside of Rochester

Alternate Technical Support Options:

Walk-in Workstation Support (Rochester office only): RTC on Line includes up to one hour per year for walk-in workstation Internet setup support per customer. This is strictly to assist our customers in troubleshooting RTC on Line Internet connectivity issues, and does not include free personal computer support (eg: re-installing operating systems, hardware replacement, etc). Additional time will be billed at $75/hour with the customers prior approval. Please contact Tech Support first to attempt to resolve your technical problems remotely. Tech Support will schedule a "walk-in" appointment if required.

Onsite RTC on Line Support: RTC on Line will come to your home to work on your Internet workstation connectivity issues if warranted. Please contact Tech Support to schedule the appointment. This service is limited to RTC connectivity issues only. If the problem is a result of our network, you will not be charged.
DISCLAIMER:

  • RTC on Line will provide the highest level of Internet technical support for our customers. However, we will not allow abuse of our support services. We provide technical support on the above listed products only. We do not provide training on how to use the Internet. Ther are online courses such as www.mindleaders.com. We also do not provide support on how to fix your computer. You should contact your computer manufacturer's support team for assistance with those needs. Please note that continued abuse of our technical support system may result in a loss of future support privileges. RTC on Line reserves the exclusive right to determine what constitutes abuse of our technical support system.


    • ADDITIONAL RTC on Line SUPPORT POLICIES AND SERVICES:

    RTC on Line Hardware Return Policy: RTC on Line provides a 30 day "no questions asked" return warranty on all hardware we sell. After 30 days, our customers are covered by the hardware warranty from the manufacturer. It is the customer's responsibility after 30 days to deal directly with the manufacturer for support of the product. Some manufacturer's can provide annual service contracts for an additional fee. Also, RTC on Line highly recommends that all hardware be protected by UPS and surge protection (protection should be at a minimum rated for "transient voltage surge suppressor", meeting the criteria for UL 1449).