We have always believed that good customer service is very important in running a small locally-owned business. By answering our phones with a live person and going above and beyond for technical support issues, we have always given our customers the same level of service that we expect ourselves. However, we have discovered over the years that the vast majority of our Internet tech support calls are not related to Internet problems at all, but just general computer support and configuration. We can now see why major national ISPs that are $10-15 per month have NO free tech support, but instead charge $1.95 per minute for every call to tech support. Sadly, this support is often outsourced overseas and the quality of support is lacking. In order to continue to give good customer service to the people who need it most, we have decided to make a few changes to our rate packages that we currently offer.

Our current rates will now be known as our “Basic Plans” and we will offer tech support during our regular business hours.

The monthly cost will continue to be $12.95 for 56k dialup and $14.95 for turbonet dialup.

Technical support for these plans will be as follows:
9am-6pm Monday through Friday
There will be a 3 incident per month limit. Note that this is not 3 calls per month but 3 incidents per month.
Any incident over the 3 allowed will be $4.95 per incident payable at the time of the call via e-check or credit card.

For extended support hours during the week and on Sat, we have added “Premier Plans.”
The monthly cost will be $17.95 for 56k dialup and $19.95 for turbonet dialup.

Technical support for these plans will be as follows:
9am-9pm Monday through Friday and 9am-6pm on Saturday.
There will be a 3 incident per month limit. Note that this is not 3 calls per month but 3 incidents per month.
Any incident over the 3 allowed will be $4.95 per incident payable at the time of the call via e-check or credit card.

Notice that an incident is a particular problem, not a single call. For instance if today you are having issues with outlook express rejecting your email password, and it takes 3 calls to resolve this problem, then it will be considered 1 incident. If the following day you call regarding your firewall blocking Internet access, then this is considered a separate incident.

We have received several comments on extending our technical support hours to include Saturday support and hope that by creating the Premier Dialup Plans, we can accommodate those requests.

Please know that our entire network is monitored 24/7 by our technicians and if by chance a problem arises in our system, we’ll fix it quickly.

These new rates will be effective April 1, 2006. You may call us at (903) 581-6500 for any questions you may have or feel free to email us at support@dctexas.net