How To Get Technical Support

Updated 9/2/2000


Jet.Net support is provided in two categories: emergency and routine. Emergency support is for network outages (you can't connect to the Internet, send or receive email due to network problems, or your Jet.Net-hosted Web site is inaccessible). Routine support is for technical issues related to your Jet.Net service that do not affect your ability to connect to the Internet.

Note that due to the huge variety of software packages and computer systems in our user community, Jet.Net can not provide detailed help on configuring your computer or software for Internet access. We can provide you with the necessary Internet configuration values, such as IP addresses and subnet mask values, and can direct you to other sources that may assist you in various technical tasks.


Emergency Support
For emergency support, call the Jet.Net Connectivity Support Emergency Hotline (818/734-0168, option 3) to report your network outage. Leave as much detail about your problem as possible, including your account name, your name, a callback phone number, and a detailed description of the symptoms you're seeing. Emergency support is for network outages only -- e.g. you can't connect to the Internet, send or receive email due to network problems, or your Jet.Net-hosted Web site is inaccessible. Leaving routine support request on the Jet.Net emergency hotline will only delay a response from Jet.Net technical staff.

Routine Support
For routine support, you must open a support request ticket explaining your problem or request. Unless you have no Web or email access, it is to your advantage to open a support ticket electronically, rather than by phone. Submitting a routine request via voice message will only delay processing of your request, as a technician will have to open a request ticket for you.

Routine support includes technical questions, email or web maintenance requests, and domain registration requests. For domain registrations, the InterNIC requires that you fill out the DNS form located on the Jet.Net request ticket page.

Technical support requests for non-emergency connectivity problems, new account activations, or administrative requests, are handled on a first-in, first-out basis, usually within 24 hours. However, during periods of heavy support traffic or network emergencies, routine requests may take up to 48 hours to complete. If you do not have a response to your request within 48 hours, please ask for a status report via email, leaving the problem ticket number if you have it. Non-emergency tech support is processed Monday through Friday, 8 AM to 5PM.

You can open a support ticket by one of three ways.

  1. If your problem hasn't disabled WWW access through your Jet.Net connection, then go to the URL http://www.jet.net/problem/ and fill out the form there. Upon submitting the form you'll receive a problem ticket number. We'll follow up on the problem via E-mail.
  2. If you can't access the Web through your Jet.Net connection, but have email access, then send your problem in via e-mail to problem@jet.net . We'll acknowledge the problem report and follow up by subsequent e-mail.
  3. If all else fails, call our Technical Support Message Center (818/734-0168, option 4) and record your routine support request. Leave as much information as you can about your request, including the reason why you cannot open a problem ticket yourself. Also record your call back phone numbers and email addresses, as appropriate. Please take care not to confuse the Technical Support Message Center with the Connectivity Support Emergency Hotline.


Please do not send support requests to the personal email boxes of individual Jet.Net staff members. Your requests will only be tracked and guaranteed speedy service if they're submitted using the support request system.


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.