Wireless Enhanced Services

The following enhanced services are offered for a monthly fee applicable to each Routing Access Point owned by a Licensee:

• NNU will proactively attempt to diagnose and correct problems through remote means.
  
• NNU will notify product owner of a maintenance service dispatch need.
  
• NNU will perform corrective remote reboots in the event equipment is off-line¹.
  
• If ISP accounts are found to be operational and attempts to reboot the terminal are unsuccessful, NNU will notify the Licensee that on-site assistance may be required.
  
• NNU will notify Licensee 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.
  
• Licensees will be permitted to display the NNU toll-free phone number² at each location containing a NNU wireless solution. NNU Help Desk assistance will be made available to end-users Monday - Sunday (7 days per week), 7:00 a.m. - 11:00 p.m. (CST).
  
• Wireless end-user assistance will be limited to the following:
  
1. Username and password inquiries
   
2. Billing inquiries
   
3. Refund requests
   
4. Subscriber account cancellations
   
5. Limited wireless card configuration support
   

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