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Is technical support part of normal service or an added cost?
Some lower rate ISP’s may charge and additional cost for technical support, while an ISP with a higher rate may have unlimited phone support available.
Is there a refund for downtime or network outages?
Most companies will have some sort of guarantee regarding their uptime. If they have a guarantee of 99% or better uptime, they are quite confident in the reliability of their network.
Does the connection support the hardware/software that I have?
If you are looking for a provider with V.92 dialup access, the first thing to find out is if the number they have in your local area will support this.
Is telephone support available via a local call, 800 number, or long distance?
Find out if the call to the ISP’s technical support department is going to incur charges on your phone bill, or if it is toll-free.
What’s the average hold time on a tech support call?
If you have an unusually long wait time, this may mean that and ISP is either understaffed, or having network difficulties. Larger ISP’s can expect long wait times.
Are the technicians familiar with your Operating System?
If you are using Macintosh OSX, do their technicians know how to support any problems that may arise?


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