SWNM Policies

SWNM On-Line Policy Statement

Unlimited Access:
SWNM On-Line offers unlimited internet access. This is defined as up to 15 hours per day. Users who constantly spend more than 15 hours per day will automatically be billed for a dedicated line ($75 per month). Users connected more than 10 consecutive hours without a dedicated line will be disconnected. If you are not actually using the internet, please disconnect to allow other users to get in. The unlimited access account includes up to a total of four email addresses, and ON REQUEST a directory on our server for a webpage. (You design the webpage. If we design the page, or pages, there is an additional charge.) For those who need more than 10 hours a day on the internet, the wireless option may be for you. See services section. This applies to standard dial-up OR ISDN. Wireless accounts are 24/7.

Billing:
Our normal billing is via email. It is your responsibility to check for your bill. Mailed bills are only sent on request and an additional $1.50 per month is added. You can check your balance and pay anytime on our website. If you discontinue using our service, it is your responsibility to contact us (preferable by email). We do not monitor your usage. Just because you don't log on, that doesn't mean you won't be billed. Customers will continue to be billed until we are contacted. Bills are sent for dial-up customers at the end of the month, for that month's services (prorated for first and last month), and are due by the 15th. Wireless customers are billing a month in advance. Accounts more than two months in arrears are subject to immediate disconnection. At this point, bills will be mailed return receipt requested and a $4.42 service charge will be added to your account balance. In addition, past due balances are subject to a late charge of 1.5% or a minimum of 25 cents monthly. To make paying your bill easier, we accept VISA, Master Card, American Express and Discover. Charges are automatically deducted from your card, and you receive an email receipt. Or you can pay your bill on-line using our secure site on a one-time or monthly basis. We also accept cash, checks and money orders. Payments should be sent to SWNM On-Line, 202 South Diamond, Deming, NM 88030. If you are having financial problems, contact us and we will be happy to work with you. Even a partial payment will keep your internet access acount open. Bills over 90 days are turned over for collection by Transworld Systems, Inc. While we attempt to maintain a continous connection to the internet, no credits will be issued for downtime caused by circumstances beyond our control. We encourage winter visitors and transients to use our service, however we do require a permanent as well as local address.

Vacations:
If you plan to be gone for more than two weeks, you can request temporary disconnection. You will then receive a credit for this time. No credits will be issued for less than a two week period, except under special circumstances.

Setup:
Initial Setup (one housecall if needed) is free anywhere in our service area. If you need a browser and email client, we supply Internet Explorer and Outlook Express; and stack and dialer for Windows 3.1. Setup information for WIN95/98/ME/XP, as well as Outlook Express, is available on our website.

Support:
Telephone and email support is always free. We encourage you to email or call us with problems related to your internet connection. We can help you check settings, and make sure necessary components are installed. If you have your system disk (Win 95/98/ME), we will talk-you-through installing the needed components. However, we are not the computer doctors. If you have a non-internet related problem, then, if you have a new system under support, we recommend you contact your vendor. If you have an older system, we can recommend local hardware experts to work on your system. You would then make repair arrangements directly with them.

Service Calls:
There will be a charge for all subsequent housecalls whether internet related or not. We try to schedule housecalls as soon as possible after a request, but it may take 2-3 days before we actually visit your home. The following will be charged for housecalls:
$25*.
*This is our housecall charge. Additional amounts are added as follows: Installing Modems: We will install an ISA or PCI modem in your computer: $10.00
Setting up Devices: We will setup a printer or scanner on your system: $10.00

Policies are subject to change.

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