Our responsibilities and your responsibilities
How to find relevant information
How to get ready before you call AMA TechTel support
How to contact AMA TechTel
Voice support hours

OUR RESPONSIBILITIES; YOUR RESPONSIBILITIES

AMA TechTel’s Responsibilities:

• Help the Member with the Initial Setup of their computer. Ensure our equipment is properly setup to connect Members to the Internet.

• Troubleshoot any problems we have efficiently and in a timely manner.

• Respond to the Members questions or requests in a timely manner.

• Correct any billing errors made by AMA TechTel.

Members' Responsibilities:

• Ensure you have the proper hardware on your computer for an Internet Connection.

• Ensure you have the proper software for Connecting, Browsing, Email, Newsgroups & FTP'ing.

• Setting up any Additional Computers for use with your AMA TechTel connection.

• Learning how to use your computer, the software on it and the methods for using the Internet.

• Keeping up with your payments for service and informing us of any changes in account information, payment methods or Credit Cards.

Our Goal:

AMA TechTel would like to help all of our members with their computer and Internet problems. However, time and knowledge does not permit this. Since we do not make the computers or software you use, we can not troubleshoot all the problems you encounter. We will, though, help you as much as possible and point you in the direction of additional help if necessary. Support for you computer and software can be found in the following:

• Documentation that came with the product.

• HELP menus within the computer or program.

• On-Line Support at the Manufacturers Web site.

You can benefit by learning how to use the Internet as a search tool for information and support. Our top priority is to provide Reliable Internet Access and Helpful Technical Support!

HOW TO FIND RELEVANT INFORMATION

There are some fast ways for you to get technical information which may provide answers to your questions without talking to an Amarillo Online support agent.

• Amarillo Online TSC
  This Support Web provides many useful resources with areas to leave feedback, ask questions and open a support case online.
• Help Files
  The Help files that come with your software can be the best place to learn about that product.
• Software documentation
  Look for information in a printed user's guide or any electronic README files included with the software. These can usually be found in the directory where the software was installed.
• Web sites
  Software vendors usually always have a Web site to provide technical information on their products. Microsoft has extensive support for their products at http://support.microsoft.com.

HOW TO GET READY BEFORE YOU CALL AMARILLO ONLINE

If you can't find help, can't get online, or are having problems accessing the Amarillo Online services or software, please follow these helpful hints before calling our voice support.

• Be at the computer where you are experiencing the problem.
• Note the exact wording of any error message and write down the text that the error message shows.
• Be sure you know what you were doing when you received the error.
• Be prepared to describe the problem thoroughly or re-create it.
• Know the name and version number of the software which is giving you the problems.

When speaking with a support agent, you may find it helpful to write down every step that is taken to resolve your problem. When your call is over you will have a permanent record of a solution that works.

HOW TO CONTACT AMARILLO ONLINE

• E-mail
  Generally e-mail is the best way to get answers to your questions. If you have questions that are not priority, please use e-mail. Our e-mail boxes are watched throughout the day and prompt detailed answers are returned quickly.
• Sending E-mail
  When you send e-mail with questions, please leave detailed information on your problem or question. We need to know what you were doing, the name and version number of the software you are using, what operating system you have, and the text message of any errors you may be receiving.
• Online
  You can ask questions and open a support case through our TSC and our Contacts Web.

General Questions or Comments - info@amaonline.com
Billing Questions - billing@amaonline.com
Technical Questions - support@amaonline.com

• Voice
  Our voice lines are getting very busy during working hours. We anticipate this to increase as we grow. We are constantly working on solutions to maintain high quality voice support. Please use the voice lines for questions regarding technical issues in which you can not access other means of preferable support.

VOICE SUPPORT HOURS

• Business Hours
  Our business hours are from 7am - 6pm, M-F. If you call during these hours you can talk directly to a support agent.
• After Hours
  After Hours voice support is available from 7am till midnight seven days per week.

Voice Support
Amarillo: 322.2222
Lubbock: 722.2222
Toll Free: 1.888.797.1444