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Broadband User Agreement

PROBLEM RESOLUTION

The Technical Innovation Center at HCC offers a Problem Resolution Service to customers who encounter difficulties using Technical Innovation Center at HCC Internet Services in conjunction with third-party-provided hardware and software or where the customer desires technical assistance with the configuration or troubleshooting of common third party hardware and/or software.
Problem Resolution Services are delivered on Pay Per Incident ("PPI") basis. Each problem resolution "incident" is defined as a unique, single support issue and the reasonable effort needed to resolve it. A unique, single support issue is a problem that cannot be broken down into other distinct unrelated issues. If a problem consists of other distinct issues, each issue may be considered a separate incident subject to the PPI fee. If a reported problem is determined by Technical Innovation Center at HCC to be the result of a known interruption to a Technical Innovation Center at HCC-provided service, the customer will not be charged for that incident. Additionally, the customer will have 72 hours or 3 business days, whichever is longer, to call Technical Innovation Center at HCC back about the same incident without incurring an additional PPI charge.

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