End-User Customer Care

NNU provides optional end-user customer care services 24 hours per day every day of the year. This customer care service can be private labeled for the unique needs of the Internet network operator.

NNU believes that help desk service is an important component of high-speed broadband service. NNU provides support to end-users in a variety of venues from airports, such as Newark Liberty International Airport, to cafés like Tully's Coffee. NNU's 24/7 help desk service is operated in-house by support personnel specifically trained for wireless Internet service. This help desk staff is dedicated to supporting Internet users, and they are not used to support other products or other services. NNU believes that any NNU customer should not have or need a back-up help desk for end-user support; and it is NNU's practice to resolve every call without escalation to third parties.

NNU strives to maintain call center metrics at levels unsurpassed by NNU's competitors. NNU maintains short hold times, short average call lengths and a high percentage rate for first call resolution. NNU's help desk provides a complete line of escalation for effective end-user support. Tier 1 and Tier 2 personnel have the training and experience to solve virtually any end-user problem. In the rare case that Tier 1 or Tier 2 support personnel can not resolve an end-user problem, issues are escalated to the NNU development group. Being located near the largest engineering school in the country provides NNU with the benefit of being able to hire excellent help desk representatives with above average intelligence pursuing a degree in a technical field.

NNU's help desk is another area where redundancy is not overlooked. NNU maintains dedicated VoIP circuits and equipment to allow NNU to setup help desk services in any location if NNU's primary help desk location is destroyed. Also, this redundancy allows NNU to continue operating help-desk services in its existing location if NNU's primary voice provider experiences down-time.

NNU Standard Customer Care

NNU's standard services include:

• Internet-based server access to the TRACKOS reporting system and tools, allowing the network operator to track activity 24 hours a day, 7 days a week. A username and password will be provided to the network operator to access detailed reporting available through NNU's TRACKOS system.
• Software technical support provided to the network operator for NNU software products.
• Software updates provided to the network operator for NNU software products.
• TRACKOS set-up assistance with equipment.
• Automated e-mail notification to the network operator of equipment reporting warnings and errors.
• Limited assistance to the network operator for ISP, hardware and software-related problems Monday - Friday, 7:00 a.m. - 7:00 p.m. (CST).

NNU's enhanced services include:

• NNU will proactively attempt to diagnose and correct problems through remote means.
• NNU will notify product owner of a maintenance service dispatch need.
• If available, NNU will perform corrective remote reboots in the event equipment is off-line.
• If ISP accounts are found to be operational and attempts to reboot the terminal are unsuccessful, NNU will notify the network operator that on-site assistance may be required.
• NNU will notify the network operator of equipment that has any trouble reported by an end-user that may require an on-site visit.
• NNU will monitor equipment to ensure it is on-line and operational.
• NNU will process refund related requests by issuing additional time to end-users or crediting credit card transactions.
• Network operators will be permitted to display the NNU toll-free phone number at each location containing an NNU wireless solution. NNU Help Desk assistance will be made available to end-users 24 hours per day, every day of the year.
• Wireless end-user assistance will consist of the following:
  a. Username and password inquiries
  b. Assistance associating with the network
  c. Billing inquiries
  d. Refund requests
  e. Subscriber account cancellations
  f. Limited wireless card configuration support