Dedicated Connection Monitoring and Problem resolution

With a dedicated connection to the Internet, either via Frame Relay or digital point to point, it's critical that the connection is up and error free 24 hours every day. Cape.Com has put a number of tools and procedures in place to make sure that a network connectivity failure is resolved as quickly as possible. Here are a couple of things that we do to minimize the disruption of a network failure.

• Every 10 minutes, a test is performed to make sure that the dedicated connection from your office into the Cape.Com network is operational and error free. If any errors are sensed, a Cape.Com administrator is immediately notified via beeper. Network failures are relatively rare and, in many cases, Cape.Com system administrators know about the problem before the customer.
• Cape.Com network administrators are available to work directly with the telephone company personnel to resolve any problems with external cabling or network configuration.
• You, or your designated network administrator, have access to Cape.Com system operators, via the 'red phone', from 8am to 10pm, 7 days a week.
• Cape.Com stocks spares of all Cape.Com supplied equipment (routers, CSU/DSU's) that reside at your site. We're able to quickly replace any Cape.Com provided networking equipment should it fail.

Please note: Free technical support is limited to basic email and connection-related issues. Detailed support for network, hardware and/or unrelated software problems is charged at the rate of $100/hr., whether by phone or on-site.