LavaNet Technical Support Limitations
The list below details the benefits (and limitations) of LavaNet support. Support activities may require accessing private account information like passwords or email history. In these cases, to protect the customer, you will be asked to verify your identity before we proceed. Account information is given ONLY to the account owner of record or authorized alternates they have placed on file with LavaNet, who can positively verify their identity. Sometimes (notably with business accounts) this can be a different person than the account user. If there is ever a question, we do err on the side of caution, and may deny information until we are certain of requestor authority and identity, for your protection.
Before you call a little preparation
- Please have your username (first part of email address) handy
- be ready for your secret question/secret answer!
- If you are getting error messages, tell us precisely what they say.
- Try restarting your computer to see if this corrects the problem.
- Let us know if you recently made ANY CHANGES to your Internet software, hardware, password, etc.
LavaNet Tech Support DOES
- Assist with upgrading Internet software
- Help you set up LavaNet for Windows (all types) or Mac (we will take our best shot at configuring whatever OS you use)
- Assist with upgrading modem's firmware/inf/ccl/driver
- Help solve password-related problems
- Assist in downloading files to your machine
- Assist with using LavaNet from remote locations
- Troubleshoot/optimize general connection problems including:
- Disconnects, speed issues
- Connectivity trouble points
- Help with setting up and using email, the web, FTP, etc
- Help you identify and filter unsolicited emails
- Account research and usage data (additional fees may apply for certain types of archival account data retrieval, if available)
- Troubleshoot software distributed with our installer
- Troubleshooting up to the DSL Modem
Technical Support does NOT include
- Computer repair
- fax or printer questions/compatibility
- Technical support for other ISP's
- Recovery from OS crash/failure due to hardware or virus-related trouble
- Windows registry problems
- Intranet Troubleshooting
- (Re)installing the Operating System
- CGI support. We do limited CGI support via email
- "Drop offs" or unscheduled "while you wait" technical support service
- "Net congestion" issues outside of LavaNet
- repair/diagnostics or maintenance of your phone lines
Support can coordinate the following services for a fee
- On-site visits (for most Internet and LAN issues, no computer repair)
- Troubleshooting non-Internet third party software
- Web page design/ecommerce setup/database support
- LAN & server consulting/hardware setup/config
