System-Wide Outages
If you suspect a system-wide outage, or are experiencing a complete
connectivity failure (you can't access any Internet sites), be
sure to check the Jet.Net status line (818/734-0168,
and press 2) or the Jet.Net status page
(http://www.jet.net/status/) before submitting an emergency support
request. The Jet.Net status line and Web page has information about possible
Internet-wide outages that may appear to be Jet.Net problems but actually
aren't. The Jet.Net status page also includes informational notes about
Jet.Net services that may be affected by outages at other providers, as
well as useful tools to help you diagnose connectivity problems.
Remember, emergency technical support for connectivity problems is
available 24 hours a day, seven days a week. However, for immediate
response, you must use the Connectivity Support Emergency Hotline
(818/734-0168 Option 3). A technician will be paged to respond
to your request within an hour. If you do not hear from a technician
within an hour, please resubmit your request. Hotline calls always page
a technician; all other technical support channels are monitored only
during business hours.
We also want to reinforce that the Connectivity Support Emergency
Hotline is for INTERNET connection problems only (you can't
connect to the Internet, send or receive email due to network
problems, or your Jet.Net-hosted Web site is inaccessible). It
is not for problems you may be experiencing with your own computer
hardware or software, the reachability
of particular Web sites when other sites are reachable, or
administrative questions.
All routine technical support questions must be submitted
using one of the routine technical support channels described
earlier. All submitted problem reports are tracked through to
completion, and we respond as quickly as possible. We regularly
monitor the Connectivity Support Emergency Hotline and return all
connectivity emergency calls as soon as possible.
But non-connectivity problems are deferred until they can be
keyed into our problem support system, so you're actually
impeding a quick response by phoning in routine support
requests to the hotline.
Problems Reaching Particular Web or Internet Sites
If you are having problems reaching a particular site on the Internet,
there may be an Internet backbone problem blocking your access to that
site. Jet.Net tech support can help you identify Internet backbone
problems; just open a support request ticket, noting in your request
the complete URL of the site you can't reach, along with the time of
day you made the request and any error messages you may have received.
You can also use Jet.Net-provided network probes to determine the cause
of a reachability problem on your own. The
Jet.Net status page
(http://www.jet.net/status/) has information about possible
Internet-wide outages that may appear to be Jet.Net problems but actually
aren't. The Jet.Net status page also includes informational notes about
Jet.Net services that may be affected by outages at other providers, as
well as a Traceroute tool to let you pinpoint the location of an
Internet backbone outage. Press the Help button on the status page for
instructions on using the Jet.Net status page and its tools.