Nevada Bell Internet Services Support Parameters

Nevada Bell Internet Services defines "support" as technical assistance in the following areas:

• Installation and configuration of software specified as supported in this document.
• Configuration of hardware specified as supported in this document.
• Troubleshooting problems encountered during the installation, configuration or use of software and services specified as supported in this document.
• Provision of information regarding:
• Services specified as supported in this document.
• Settings for systems and servers specified as supported in this document.
• Settings for software components specified as supported in this document.

CONTENTS

System Requirements

Network

Billing

ISDN

DSL

Third-Party Software

Registration

Customer Service

Miscellaneous

System Requirements (For Dial Up Service)

Network

Billing

ISDN

DSL

Third-Party Software

Registration

Customer Service

Miscellaneous

System Requirements

• Windows 95
• Windows 98 when used with Netscape Communicator 4.x.
• Windows 3.1
• Windows NT 4.0 when used with Netscape Communicator 4.x.
• Macintosh OS 7.5 and higher for Netscape Communicator 4.x.
• Macintosh OS 7.1 and higher for Netscape version 2.x and 3.x.

We also provide support for basic connectivity issues that may arise when using our version of Netscape Communicator 4.0x. However, you must have the necessary network components installed. We are unable to support the addition or removal of components to your system.

Because of the complexity of LAN (Local Area Network) based computers, we are unable to support such computers beyond providing the appropriate network settings. We cannot recommend changes to the configuration of such computers under any circumstances. It is best to consult a network administrator for support of LAN based computers.

Windows 98
Nevada Bell Internet Services supports the installation and configuration of our customized version of Netscape Communicator 4.0x for Windows 98. We do not not support our version of Netscape Communicator 4.0 for Windows 95, NT, or 3.1 when it is installed on a Windows 98 machine, nor do we support our version of Netscape Navigator 3.0x or below for any version of Windows 98. We do not support non-customized versions of Netscape Communicator or Netscape Navigator or any other third party software beyond providing network settings.

We will provide support for basic connectivity issues that may arise when using our version of Netscape Communicator 4.0x. However, you must have the necessary network components installed such as Dial-up Networking, TCP/IP, and a modem. We are unable to support the addition or removal of components to your system.

Macintosh
The following are our Macintosh system requirements:

Macintosh	Netscape 2.x	Netscape 3.x	Netscape 4.x
Operating System	OS 7.1 or higher (If you are using Open Transport, you must have OS 7.5.3 or higher)	OS 7.1 or higher	OS 7.5 or higher
Processor	68030 or higher	68030 or higher	68040 or higher
RAM	8 MB (16 MB Recommended)	9 MB (16 MB Recommended)	16 MB (24 MB Recommended)
Free Hard Disk Space	10 MB	11 MB	25 MB
Modem Speed	14.4 Kbps	14.4 Kbps	14.4 Kbps
Notes	If you are using Open Transport, you will need OT version 1.1 or higher. For a Power Macintosh with only 16 MB of RAM, virtual memory should be turned on. For Mac OS 8, Apple recommends that you have at least 12 MB of physical RAM, with virtual memory set to at least 20 MB	If you are using Open Transport, you will need OT version 1.1 or higher. For a Power Macintosh with only 16 MB of RAM, virtual memory should be turned on. For Mac OS 8, Apple recommends that you have at least 12 MB of physical RAM, with virtual memory set to at least 20 MB	If you are using Open Transport, you will need OT version 1.1.1 or higher. For a Power Macintosh with only 16 MB of RAM, virtual memory should be turned on. For Mac OS 8, Apple recommends that you have at least 12 MB of physical RAM, with virtual memory set to at least 20 MB

• Netscape Navigator (browser component)
• Netscape Messenger (e-mail component)
• Netscape Collabra (news component)

We provide e-mail-only support for the following component of our customized version of Netscape Communicator:

• Netscape Composer (HTML Editor)

For more information, please review our Netscape Communicator FAQ.

OS	Netscape 2.x full kit	Netscape 3.x upgrade	Netscape 3.x full kit	Netscape 4.x upgrade	Netscape 4.x full kit
Windows 3.1	No Support	No Support	No Support	No Support	No Support
Windows 95	10 MB (15 MB Recommended)	15 MB	15 MB	35 MB (45 MB Recommended)	35 MB (45 MB Recommended)
Windows 98	NO SUPPORT	NO SUPPORT	NO SUPPORT	35 MB (45 MB Recommended)	35 MB (45 MB Recommended)
Windows NT	NO SUPPORT	NO SUPPORT	NO SUPPORT	35 MB (45 MB Recommended)	35 MB (45 MB Recommended)
Macintosh 68K	10 MB (15 MB Recommended)	9 MB	11 MB	25 MB	NOT AVAILABLE
Macintosh PowerPC	10 MB (15 MB Recommended)	9 MB	11 MB	25 MB	25 MB

MODEM TIP: Sometimes a simple change to your initialization string can improve the speed and reliability of your connection to the Internet. If you would like to know more about your modem's initialization string options please refer to your modem manual or contact your modem manufacturer. Random Access Memory (RAM) Nevada Bell Internet Services supports the installation and configuration of our customized versions of Netscape when they are installed on systems which that meet our minimum system requirements. The following are our minimum RAM requirements for each of our customized versions of Netscape:

Network

• Modem configuration and/or type
• Internet traffic
• Telephone line conditions (Getting full 33.6K/56K connections requires completely noise free telephone line conditions end-to-end.)
• Distance from the phone company's central office
• Home wiring

We support 56 Kbps speeds downstream (from the Internet to your computer) and 33.6 Kbps speeds upstream (from your computer to the Internet) when you are using a 56 Kbps capable hardware error correcting modem in combination with one of our 56 Kbps access lines. You may connect to the Internet with your 56 Kbps capable hardware error correcting modem using one of our 33.6 Kbps access lines. However, the maximum speed you will experience on a 33.6 Kbps access line is 33.6 Kbps.

• If you are experiencing connection speed difficulties caused by the condition of your telephone line, please click here for more information.
• If you are having difficulties as a result of your modem configuration, please contact your modem manufacturer for recommended modem settings.
• For connection speed questions and concerns, you may also e-mail us using the at Technical Support Form.

• Configuring the B Channels
  Our network is setup for 64 Kbps per B-channel, although 56 Kbps connections are also possible depending on the telephone company equipment in your area. We provide support for multilink PPP which allows you to connect using 2 64 Kbps B-Channels for a combined speed of up to 128 Kbps. We do not support bonding, AIMUX, and BONDO.
• Serial Port Issues
  ISDN terminal adapter users may wonder why they are not realizing the full potential of their ISDN line. Terminal adapters are serial devices and the speed of most serial ports is 80-100 Kbps. The serial port speed is dependent upon the type of UART (Universal Asynchronous Receiver Transmitter). For example, an 8250 UART supports 19,200 Kbps whereas a 16550 UART supports up to 115.2 Kbps. Since ISDN supports speeds of 128 Kbps, a 16550 UART or better is recommended. With a 16550 UART, combining both B-channels will theoretically result in a user connection speed of up to 115.2 Kbps.

Initialization strings for your terminal adapter can also help with your connections. Most terminal adapters have initialization string settings that will force your modem to attempt to connect at a desired connection speed such as 64 Kbps or 128 Kbps and also set up your B-channel configuration. If you are experiencing connection speed difficulties and the above conditions are not a consideration:

• e-mail us using our Technical Support Form,
• contact your modem or ISDN terminal adapter manufacturer for recommended settings

Billing

• American Express
• Mastercard
• Visa

Before you register, please be sure to have your credit card billing address available. This is not the address of the credit card company but rather the address the credit card company sends your bill to. You must also have your credit card expiration date available.

Billing Cycle
Please note that the following text describes Nevada Bell Internet Services’ billing cycle, NOT Nevada Bell telephone’s cycle. If you charge Nevada Bell Internet Services to your phone bill, the phone bill will have a specific bill date, and the charges for Nevada Bell Internet Services may have another date, due to the differences in billing cycles.

• Monthly
  A monthly billing cycle does not necessarily start at the beginning of a calendar month. It depends on when the account is registered. A billing cycle usually starts 11 calendar days after an account is registered including the day of registration, and then is billed on that same calendar day every month going forward unless the calendar day falls on a weekend or holiday. If the calendar day falls on a weekend or holiday the following business day will be used instead. If the start of a billing cycle lies at the end of a calendar month, i.e. 30th or 31st, the account will thereafter bill on the 1st of the following month. You will be billed in advance for monthly charges and in arrears for account usage charges.
• Annual
  The billing cycle for the Annual Value Pricing Plan starts on the 11^th day after the date that The account will be automatically renewed and billed on that same date in the following year, unless that day falls on a weekend. In that case, the account will be billed on the next business day.. All billing changes to an account will be effective on the next billing cycle. Please note: We do not refund a prorated portion of your monthly fee if you cancel your service in the middle of the month. If a cancellation request is made in the middle of a billing cycle, you will have the option of having the cancellation take effect on the last day of your billing cycle, since you have paid for service up until the end of the month. This will allow you to utilize your service for up to the time you have paid.

Account Credit
If you are at all dissatisfied with any portion of your Nevada Bell Internet Service, it is imperative that you contact us to address your concern as early as possible. This allows us to correct any billing and/or technical difficulties you are experiencing early on in your service. Account credits are issued to the credit card or phone number you are using to bill your Internet account. Please allow up to two billing cycles for the approved credit amount to be reflected on your credit card or phone bill statement. Your credit card company must file credit requests in the case of suspected credit card fraud. Please file a formal charge dispute with your credit card company and have them contact us on your behalf to resolve this issue. Nevada Bell Internet Services will NOT honor credit requests for long distance, toll, or measured service charges you incur as a result of dialing into our service. While Nevada Bell Internet will make every effort to ensure that you have a local access number servicing your area, it will be your primary responsibility to make sure that the Nevada Bell Internet access number (POP) you are calling is local. Nevada Bell Internet only charges for the monthly or yearly pricingyearly-pricing plan that you selected during registration. Any disputes regarding toll or long distance charges must be disputed directly with your long distance service provider and/or local telephone company.

ISDN

ISDN Line
If our software is installed and configured correctly and your 3ComImpact or 3ComImpact IQ is also installed and configured correctly, then you should have no difficulties connecting to the Internet. If you are experiencing difficulties, and are confident your system is optimally configured please contact the organization who is provisioning your ISDN line. If your ISDN line is provided by Nevada Bell, please call 611 for repair information.

Digital Subscriber Line (DSL)

As part of our commitment to the quality of your DSL service, the following support is available for systems , which meet our Minimum System Requirements:

• Verification that the DSL connection to the Internet is working as normal.
• Verification that the Nevada Bell Internet Services network and services are working as normal.
• Verification that the Nevada Bell Internet Services browser settings (mail, news, and homepage) are correct.
• Troubleshooting the Nevada Bell Internet Services browser software functionality.

• Proxy servers, routers, LAN equipment, or Windows NT configured for LAN operation.
• Customer owned equipment.

DSL Hours of Operation

Get help for features, software, installation, connection problems, sending/receiving email, etc. by using our Technical Support Form. for general DSL information and technical support. We also have support by phone 24 hours a day, 7 days a week, at 1-888-724-INET (4638).

If you would like more information about this service, please review our DSL FAQ. To order this service, please call the Nevada Bell DSL Order Center at 775-323-2375.

Third-Party Software

WINSOCK.DLL / WSOCK32.DLL
Nevada Bell Internet Services supports the WINSOCK.DLL associated with our software for Windows 3.1/3.11 and the standard Microsoft WINSOCK.DLL and WSOCK32.DLL for Windows 95/98 and NT 4.0. The following are the files we support for Windows 3.1/3.11:

Internet Dialers
Windows 3.1
Nevada Bell Internet Services supports the configuration and functionality of our customized versions (1.0 and 5.0) of the ShivaPPP Dialer.

Windows 95
Nevada Bell Internet Services supports the configuration of the dialer "connectoid" created in Dial-Up Networking used to connect to the Internet with our service. Please contact Microsoft for assistance with Dial-up Networking.

Windows NT
Nevada Bell Internet Services supports basic connection issues that may arise using RAS and Dial-Up Networking under Windows NT 4.0. If you are using a third-party dialer or package, please consult the software manufacturer for difficulties connecting to the Internet.

Macintosh
Nevada Bell Internet Services supports the configuration and functionality of our customized versions of FreePPP Setup and FreePPP Dialer. If you are using the PPP or Remote Access dialer integrated with your operating system, please contact Apple for configuration assistance.

Registration

Online Registration
Nevada Bell Internet Services does not provide online registration at this time.

Customer Service

E-mail Support
We have 24 hour24-hour e-mail support available for technical and billing questions. You will receive the same high quality support by sending e-mail using our Support Form that you receive when you call in for support, with the advantage of receiving a response you can keep and refer to at a later date. Please do not include attachments to your e-mail questions, as we are unable to view them. Please keep your e-mail to a limit of 1500 characters to assure it can be processed correctly. Any e-mail which requests an account status change must be accompanied by the userID and "keyword" (not password) you selected when you created your account. Note: Account status changes will become effective the first day of your next billing cycle (usually the 11th day if the month).

Software Orders
Nevada Bell Internet Services offers point and click navigation with Netscape for Windows 95/98, Windows 3.1, Windows NT, and Macintosh Users. If you'd like to get our free 40-bit Nevada Bell Internet Services software whichsoftware, which includes our registration program and a customized version of Netscape, you can download our software now.

Language Services
Nevada Bell Internet Services provides phone and e-mail assistance during business hours for billing and technical issues in the following languages:

• Spanish
• Mandarin/Cantonese

• Español
• Mandarin/Cantones

Las horas de nuestra ayuda multi-lengual son de Lunes a Viernes de 9:00 AM a 5:00 PM. Si desea recibir ayuda multi-legual por favor mandenos un correo electronico (e-mail) Support Form o llamenos al 1-888-724-4638. Su llamada sera transferida a un representante multi-lingual si hay uno disponible que le asistira. Si no hay un representante disponible, un representante le llamara de regreso el dia siguiente de negocio. Por favor este preparado a proveer su userID (que es su nombre electronico que encojio para su cuenta del Internet) y un numero de telefono de contacto.

Services for the Disabled
Nevada Bell Internet Services prides itself on providing premiere support for the deaf and hearing-impaired. Recognizing the needs of the deaf and hearing impaired community, Nevada Bell Internet provides the easiest way of relaying information. Currently, Nevada Bell Internet offers TTY/TDD support for the deaf and hearing impaired.

TTY/TDD Advantages

• 24 hour TTY/TDD callback commitment from initial contact.
• TTY/TDD Hours are from 6:00 AM - 11:00 PM, Monday through Friday.
• Toll-Free TTY/TDD telephone number.

Nevada Bell Internet Services is committed to continuing improvement support options and services as new technologies emerge. If you would like to use our TTY support, please call 1-800-360-0313.

Miscellaneous

FTP
Nevada Bell Internet Services provides e-mail only technical support for the built-in "Publisher" feature in Netscape Composer, the HTML Editor in our customized version of Netscape Communicator. This feature will help you upload images and text to a directory of your choice. We do not provide technical support for third party software. This includes commercial and free FTP (File Transfer Protocol) software.

Telnet
It is possible to use the Telnet protocol to access servers outside of Nevada Bell Internet Services' network using your Nevada Bell Internet Services connection. However, we do not provide technical support for Telnet software or your ability to Telnet into our servers and other servers outside of our network.

IRC
It is possible to use IRC (Internet Relay Chat) programs over your Nevada Bell Internet Services connection. However, we do not support commercial or free IRC (Internet Relay Chat) software or your ability to connect to an IRC host service. For technical assistance, please contact the vendor of your IRC software or the administrator of the IRC service that you are trying to reach.

Java
The Netscape Account Setup portion of our customized version of Netscape Communicator software is written in Javascript. We provide support for navigating and troubleshooting this program. Because it is written in Javascript, screen readers for the visually impaired are incompatible. In this instance, we recommend using our customized version of Netscape 3.0 instead. We do not provide technical support or instruction on incorporating Java programmed applets into HTML documents.

LANs
Our software is designed to use parts of your computer that a network connection must also use. Because we do not wish to compromise your network connection, and because your network connection may prevent the proper functioning of the Nevada Bell Internet Services software, we do not recommend installing our software on a system that is configured to access a Local Area Network (LAN) or Wide Area Network (WAN). For this reason, we cannot provide technical support for computers on a LAN beyond the provision of network settings and system status. If you are on a network and still wish to use our software please contact your system administrator before installing it.

Last Updated: 04/14/2000