|
|
|
|
NewsLetter
SECTION I—FROM THE FOUNDER SECTION II—NEW SERVICES INCLUDING BROADBAND, LOCAL AND LONG DISTANCE PHONE—THE BUNDLE! SECTION III —A CONTINUED COMMITMENT TO CUSTOMER SERVICE AND YOUR PRIVACY SECTION IV—TIPS & TRICKS FOR
SAFER CYBERTRAVELING.
SoVerNet started as a (very) few Vermont folks providing Internet service to the underserved (i.e., most of Vermont). We've increased our numbers and we've broadened the scope of our services, but we remain committed to our original pledge: "Internet
access is our principal business, and we pledge that And we're still just a bunch of Vermont folks, doing our best to better serve the underserved of Vermont. In other words, we will always opt for increasing services to our existing customers before increasing the area in which those services are offered. It was with this core philosophy in mind that we undertook the *service* expansion into the broader realm of telecommunications, and began the transition from "Internet Access Provider" (ISP) to "Integrated Communications Provider" (ICP). We've adjusted our mission statement accordingly: "Internet
access is our principal business and we pledge that And we're in the midst (as usual) of making it all come true. We've spent the past year deploying a brand new, high-capacity network to support the range of services outlined in our updated "pledge." We've invested in the technology and infrastructure to deliver these services more directly to you. Now you can get broadband (high-speed, always-on) access, and local and long-distance telephone service in both residential and business configurations from us.Transitions don't come without a few bumps in the road. We've probably seen our share and probably some of our customers have too. As always, we strive to minimize visible impact and if your service has been affected, know that it our desire to make up for this in the future with more service at better prices. Of course we continue to provide our dialup internet access, our web-hosting and server-colocation services.
SECTION
II—INTERNET/ LOCAL PHONE SERVICE/ LONG DISTANCE—THE BUNDLE! The BIG news? We are now providing Personal High-Speed Access, based on G.Lite/ADSL, to customers in Barre, Bennington, Brattleboro, Burlington, Essex Jct., Montpelier, Rutland, and Winooski. Our Business High-Speed Access (SDSL) is currently available in the same towns, as well as Middlebury, Putney, Rochester, Woodstock, Manchester, and Bellows Falls. More locations for each are coming online over the next several months. These accounts provide significantly faster downstream and upstream speeds than 56k modems; include a separate Intermittent Dialup Account for secondary or remote access; webspace; multiple email addresses; and more. Details maybe found on our website, or by calling our toll-free number (877 877-2120) and requesting our information booklet from Sales. Our Sales Team can check your phone line at the same time and let you know if your line qualifies for this faster data connection. As our High-Speed Access accounts are DSL-based, they are sensitive to distance from the local Verizon Central Office, where our equipment is installed. Hence the need to qualify your line to be sure you can use one of these accounts. TELEPHONE
SERVICES! It's time to bundle up! -------------- The key to these discounts is the "Service Bundle." Not a pre-packaged bundle of services we think you want, but a bundle you create, consisting of the Internet, Local Phone, and Long Distance services that meet your own needs. By combining your Service Bundle with the length-of-service term you select, your savings can be as much as 20% off your current, individually purchased services. Is SoVerNet's Telephone Service Different? Not really. POTS is POTS—the same Plain Old Telephone Service you've had. But, we do put our own twist on it, so the difference is in the values of the Company itself and the value the Company offers—the care we provide, our accessibility, and...the Bundle! Why Bother to Switch? Here are a few reasons.....
Here in a nutshell are the SoVerNet telephone service details, our Sales Team can answer any questions, fill in the blanks and help you bundle the services that provide the best combination of service and savings to meet your needs.
SECTION III—A CONTINUED COMMITMENT TO CUSTOMER SERVICE AND YOUR PRIVACY As SoVerNet grows, both in our customer numbers and in the types of services we offer, we hold fast to our commitment to offer superior customer service. The people who have ultimately been there with a smile and an answer to your question have formed a group responsible for maintaining and promoting our commitment throughout every SoVerNet department. We will continue to look for ways to improve our accessibility and responsiveness, and as always, we will be listening to what you say. One thing you have let us know is that you do not like to waste time on hold. Also, you prefer to talk to just one person about your account needs. With that in mind, we have created a Customer Service Center (877-877-2120) where the majority of your questions can be addressed, whether they involve Sales, Support, or general account issues. Each representative will have the tools and the training to answer questions related to your Internet or telephone services, domain or website hosting, billing, or support issues. If our representative cannot answer your question themselves, they will find someone within our organization who can, quickly and conveniently. Another initiative pertains to maintaining the privacy and security of your account. Privacy of account information has always been a high priority for us, sometimes to the dismay of those who have felt that there was too much "red tape" involved in authorizing access to your account. We've responded by introducing the "Challenge Question," which strikes a balance between our mandate to protect the privacy of your account and your desire for instant service. We are encouraging customers to provide us with both a Challenge Question and its Answer—something meaningful and easily remembered (e.g., mother's maiden name), but not something likely to be known by others unless you tell them (e.g.: your birthday). Once we have the Challenge Question and Answer in our files, with the account holder's signature, we will be able to use the question to verify requests by phone for various information about, or changes to, the account. This procedure has been working beautifully for many of our newer accounts, opened since adoption of the Challenge Question on our new Service Agreements. For existing customers who would like to avail themselves of this option, and so ease the process for future account-issue requests, we have a form on our website to print out, sign (just this one last time!), and send in or fax to us. The form's address is: http://www.sover.net/docs/challenge.html or you can ask us to fax you a copy of the form. Having the Challenge Question and Answer entered into our database allows us to verify---over the phone---that the caller has been authorized to obtain your private account information or make changes to your account. Specific information and changes that can be made by phone include:
When circumstances warrant a change to the Challenge Question, all the account holder need do is submit a new, signed, Challenge Question and Answer. We have more customer service initiatives in the works to make billing more informative, technical help more available, and the Account Tools section of our website more useful. Our new secure online account signup form is a small step in that direction.
A WORD ABOUT PRIVACY... The Accounts Team has recently received several "opt out" requests from customers concerned about the sharing of their private information. We've all been getting "Privacy Notices" from our various financial (& insurance) institutions, as mandated by the Financial Services Modernization Act, and numerous privacy advocate groups such as PrivacyRightsNow.com (headed by Ralph Nader) have offered advice on opting out of the sharing of our personal info. We want to reconfirm our intent to guard whatever information you have entrusted to us. Although we are not one of the regulated institutions— the Financial Services Modernization Act does not apply to us—please be assured that we do not share your information. Our privacy Policy is on our website at www.sover.net/company/policies.html and is copied here for your review: - - - - - - - - - SoVerNet PRIVACY POLICY - - - - - - - SoVerNet is committed to protecting the privacy of its customers. Your right to privacy is important to us. We believe that the information you provide us about yourself should be used to help us provide you with better service. Information you give us will not be shared with, nor divulged to, any other party, unless required by court order or subpoenaed by a law enforcement agency. We will use your credit card number only to process your payment and will not use it for marketing purposes. We do not sell, lease or otherwise distribute customer names or usernames to third parties. We don't make changes to accounts without authorization. LINKS SECURITY This policy may occasionally be updated. Future revisions will be posted to this page. Please address comments or questions regarding SoVerNet's privacy practices to us at team-marketing@sover.net . CONTACTING
US OPT-IN/OPT-OUT
POLICY Our second email list is our company "Announcements" newsletter. This mailing generally consists of information related to outages and maintenance schedules that could affect your access. Customers may opt-out of this newsletter at will. To unsubscribe from the Announcements email list, please send your email request to mailto:staff@sover.net LOGGED
FILES COOKIES
SECTION
IV—TIPS & TRICKS FOR SAFER CYBERTRAVELING THE GOVERNOR'S ONLINE SAFETY TASK FORCE The Governor's Online Safety Task Force (OSTF) was formed to ensure that the citizens of Vermont have access to, and are aware of, information which will make their time online safe and constructive. Task Force members meet to develop, review, plan, and facilitate distribution of information resources such as web sites, printed materials, and standardized presentations. An emphasis is placed on helping people find existing content, rather than developing new content. http://www.gov.state.vt.us/online_safety.html
With the expanded availability of DSL and other full-time connections such as Point-to-Point and Frame Relay, it seems appropriate to focus some attention on security and the use of firewalls for broadband connections. The "always-on" nature of broadband technology means that your computer maintains an open connection to the Internet at all times (unless completely shut down). Therefore, your connection is at somewhat greater risk of penetration by outside hackers, than is a dialup account. Hackers work by sending out software "probes" over the 'Net to seek open, unprotected connections. Hence, the increasing attention paid to firewalls, which block incoming probes. Firewalls are available as either software or hardware, and for both personal and business use. A software firewall is an inexpensive and simple solution where the installed program screens and filters all the data going through th computer. Since the program resides on the computer, every computer on a local network sharing the Internet connection requires the separate installation of the software. Software firewalls are readily available for Windows and Mac operating systems. Users of other platforms may have to dig more deeply to find a suitable software firewall, or use a hardware firewall. A hardware firewall is a box connected between the modem or router and the computer, that filters all the data passing through it on the way to the computer. The benefit of a hardware firewall over a software solution is that one piece of equipment protects all the computers on a network. If a new computer replaces the older one or a notebook is connected, there is no need for concern as the hardware firewall (being external) protects all the machines. A hardware firewall may be a bit more expensive than the software version, but the added convenience may be worth the difference. The differences between personal and business firewalls usually revolve around complexity, strength of protection, and of course, price. Business firewalls typically need to be of a more robust nature than personal firewalls, and security issues are often of sufficient complexity that a professional network consultant, with experience in setting up and maintaining firewall systems, is the wisest choice. We strongly encourage those customers whose full-time connection involves sensitive data, or data whose loss would cause hardship or serious inconvenience, to work with a consultant. At the very least, we encourage the disabling of file-sharing, peering, or remote user access to your machine as a basic security precaution for both personal and business broadband connections. In the end, the risk of being attacked from the outside is unlikely though definitely possible. The more valuable, sensitive, or private the data kept on your computer is (credit card info, legal documents, tax programs, stored account number/passwords, etc), the more firewall protection becomes a priority. To mangle a fine old cliche—The cost of an ounce of prevention offered by a firewall is well worth the cost of a pound or more of cure. Either way, software or hardware, firewall protection is enhanced by periodic updating of the operating system and downloading of the latest security patches. Some firewall references to take a look at follow. Note that we do not recommend one site, manufacturer, or product over another. -------- Overview/general info-------------
---------Software specific sites-------------
---------Hardware specific sites-------------
On a more corporate level, the following might be of interest:
Unix-based solutions are often preferred in the security community, though they require somewhat more administrative maintenance.
In closing... And remember to "Bundle up!" SoVerNet Staff
|
|
|
|
|
