We have adopted a philosophy that assumes the honesty and good intent of our subscribers, therefore our services are provided in as unrestricted a manner as possible to allow our users to have the richest Internet experience possible.

Technical support exists for the benefit of Solis Customers, providing support for questions relating directly to our services. Technical support is here to provide the best service possible to our customers, but can, at times, be stretched by having to answer unnecessary calls. When contacting Technical Support, please ensure that you have all relevant details to hand, including details of any specific Error Messages encountered. Please help us to help you!

This Acceptable Use Policy (AUP) must be read in conjunction with our Terms and Conditions and Connection and Hosting AUP, and may be subject to change from time to time. It is the subscribers' responsibility to ensure that they comply with the latest edition of the AUP at any given time. The latest version of this document can be found at http://www.solis.co.uk/aup

If you have any questions about any of our policies, please contact the Customer Service Manager at admin@solis.co.uk

This Acceptable Use Policy may be revised, without notice, at any time, at the sole discretion of Solis.   Completion of the relevant application form, or connection to the service for the first time, is deemed to be an agreement to our Terms and Conditions and Acceptable Use Policies.

1. Before contacting us for support, please check other documentation for answers to your question. This includes:
   • Documentation that was supplied with the account.
   • Our support web pages (http://www.solis.co.uk/support/).

    

2. If the problem doesn't directly involve the Internet connection, for example - how do I send an email, how do I change the first page that is displayed when my web browser starts etc., this is a function of the particular software application (e.g. the mail program, web browser etc). Please explore the various settings, options or use the in-built help menu, (in the program you require help for) for instructions on such procedures.

    

3. If you do need to contact us for support, we can help you more easily if you can give us some basic information. The first four items listed below are essential for us to be able to understand and resolve your problem as quickly as possible:
   1. What environment are you working in? This includes the operating system type and version are you using (e.g. Windows 95/98/NT/MacOS), the software product you are trying to use and any related information such as other network connections and the name and version number of any other software which appears to be involved in the problem.

       

   2. What exactly did you do? A concise description of what steps you must take to make the problem appear.

       

   3. What did you expect to happen? Tell us the result you expected from the command or operation in question, so that we understand what you are trying to do.

       

   4. What actually happened? At what point did the failure occur? If you saw an error message or other important or unusual information on the screen, what exactly did it say?

       

4. Briefly, what techniques did you use to try to resolve the problem? If you are a Windows user DO NOT change any of the settings relating to the dialer (Win95: Dial-Up Networking, Win31: ShivaPPP or Trumpet Winsock). The software we provide for these environments are automatically configured with correct settings.
   This allows us to narrow down (troubleshoot) the problem using the least amount of resources to keep our service as efficient as possible.

    

5. Can you repeat the problem or does it occur randomly? If it's random, does it seem related to the programs you're using when the problem occurs? e.g. Fax software.

1. Usually the best way to contact us for support is via the Internet. This can be done via Email to: support@solis.co.uk

   To be certain of a direct answer from our support staff use email, or contact us by telephone, fax, or conventional mail.

    

2. A number of support resources are available from our support web site and user pages listed above. We try to keep this as up to date as possible and encourage you to check the Technical Support area of the web site, to see if the information there will address any questions you may have. Technical support emails should be sent as standard ASCII text. Please do not transmit attached files, binary files, screen images, or any file over 10K bytes in size to any of our electronic technical support addresses unless asked to do so by our support staff.

Above all, we aim to provide the best technical support service available, but we rely on the common sense and understanding of our customers to ensure this is possible. Once again,

please help us to help you!