At Tellurian Networks, we pride ourselves on providing the best technical support in the industry. To provide this high level of service, we have developed procedures to help resolve your issue in the most expedient and accurate manner possible. For these procedures, we have a list of information needed from you and/or your computer so we can answer your questions quickly and accurately.

To make your call to support as easy and time efficient as possible, please follow the guidelines below.

1. Please call us when you are at computer and it is powered on. Even if you have only one phone line and can't dial in while speaking with us, we can still check and/or change settings while on the phone with you.

2. Please make sure the problem you are having is related to your Tellurian Networks service. We will take any and all reasonable steps to help you connect, be able to browse web sites and send/receive e-mail. However, we cannot help with issues such as third party software programs, Microsoft Windows bugs, computer virus infections, hardware problems, etc. For a full list of supported and non-supported software and problems, please see below.

3. Please know the following information. If you don't know the answers, we can help you find them.

   Windows Users:

   • Which version of Windows are you running?
   • Which brand is your computer? Do you have a service tag?
   • Which brand and model of modem are you using?
   • What is the EXACT error message you see? (if applicable)

   Mac users:

   • Which version of Mac OS are you running?
   • Which brand and model is your modem?
   • What is the EXACT error message you see? (if applicable)

4. Have your operating system and Tellurian Networks setup CDs handy. We may need them to solve your problem.

5. The Tellurian Networks Technical Support line exists for the purpose of resolving technical issues with your computer as it relates to the connection to our network and is not to be used to teach you how to use your computer.

   Most software includes a tutorial which will walk you through the basics of using the program and pressing the "F1" key in Microsoft Windows will almost always bring up a searchable help index for any program. For training on basic computer use, there are many great (and free) resources on the Internet. For those who prefer more formal training, check with your local community college or dedicated computer training center such as CNC, CompUSA, or LearningTree.

The primary user we have on file using a single computer running a supported operating system in a single location with an operational modem and phone line.

Laptop computers moving from site to site - If you are able to connect in some situations and not in others, it is a modem compatibility issue and/or a phone line problem. When traveling, buy the best modem possible for your laptop. Intel/Xircom and USR make excellent modems for laptops.

Tellurian Networks will support a dial up connection or home DSL connection with the following operating systems:

• Windows 95*
• Windows 98
• Windows ME
• Windows NT 4.0 (SP6)
• Windows 2000 (SP2)
• Windows XP Home or Professional
• Windows 2003 Servers
• Mac OS v8.6¤
• Mac OS v9.2.2¤
• Mac OS X v10.1 or higher¤

*Although we will still provide dial-up connection support for Windows 95, this product has reached it's operational "End Of Life" (EOL) and is no longer supported by Microsoft. We strongly URGE you to upgrade to the latest versions of Microsoft Windows. Click here for more information.

¤Mac OS computers MUST run Apple's TCP/IP stack and dialer. Third party dialers are not supported by Tellurian.

For all other operating systems, we will provide access numbers, username and password, but we will be unable to provide detailed set-up or troubleshooting assistance.

Tellurian Networks supports the following web browser programs:

• Microsoft Internet Explorer 5.5 or higher
• Netscape Navigator/Communicator 4.7x or higher (although due to stability issues, we do not recommend 6.x to 7.x)
• Mozilla Firebird 1.5 or higher

Tellurian Networks supports the following e-mail programs:

• Outlook Express 5.5 or higher
• Outlook 2000/2002/2003/XP
• Netscape Communicator 4.7x (although due to stability issues, we do not recommend 6.x to 7.x)
• Eudora 5.x or higher
• Mozilla Thunderbird 1.5 or higher
• Tellurian Networks Webmail

Tellurian Networks supports the following FTP programs:

• FTP to our servers using WS_FTP. (You are welcome to use any FTP program. However, full support is provided only for WS_FTP. For all other programs, we will provide a hostname and username/password information for you to use.)

Tellurian Networks supports the following computer systems:

• Any Intel Pentium II or AMD K7 or later PC running any version of Windows released after 1994
• Any Apple Mac computer (G3/G4/G5/Intel processors)

The following will NOT be supported by Tellurian Networks Technical Support team:

Tellurian Networks is unable to support any configuration that is not specifically listed above. Examples of unsupported configurations and issues include those listed below. Please note that this does not mean you cannot use these operating systems, software, and/or configurations with our service, it simply means that we will be unable to provide you with any technical support and you are to use any unsupported operating systems, software, and/or configurations at your own risk.

Multiple computers on a single user account - If you have two computers and one works and one doesn't, you MUST contact your computer vendor's support line.

POTS/DSL/Ethernet NAT Routers - You signed up for a single user account and are paying for support of a single user account. NAT boxes are used to share your connection with multiple computers and are NOT supported. We will be happy to provide support if you upgrade to a business class connection.

Windows 3.x - This operating system is 10 years old and most computers using it are of the same vintage or older. If you have a Windows 3.x computer, especially for business, buy a new computer! Complete computer systems are currently available starting at around $500 and the time and energy you save will easily pay for a new computer in months if not weeks.

Problems with your computer hardware - Dead modems, monitors, mice, keyboards, RAM errors, HDD failures/errors, etc. These issues must be handled by your computer manufacturer or a competent repair technician.

Operating System (OS) problems - Including but not limited to: random reboots, lockups, illegal operations in any program, the blue screen of death, Exception errors, and system crashes. These issues must be handled by your computer manufacturer or your software vendor.

Local Area Networks (LANs); Wireless Networks - We can give you suggestions on which settings might be needed, but your network administrator or consultant will need to configure your computer for dial-up and/or LAN/wireless networking. We do not want to create network problems by modifying your settings and possibly breaking your LAN/wireless connection.

The following operating systems are NOT supported:

• Any version of MS-DOS or DR-DOS
• Windows 3.1 or Windows for Workgroups 3.11 or earlier
• Windows NT 3.1
• Windows NT 3.5
• Windows NT 3.51
• Mac OS earlier than 8.6, or any Mac OS with a third party dialer.
• ANY Novell network operating system
• ANY UNIX or UNIX-like operating system

The following computer systems are NOT supported:

• Any Pentium or earlier PC running any version of Windows
• Any pre-PowerMac Apple computer (68xx processors)
• Any Cyrix processor computer - Stay far, far away from these. Spend the extra $50 for an Intel or AMD box
• Commodore PET
• Commodore 64
• Commodore 128
• Atari 512ST
• DEC PDP-11
• Any other computer which is not on the supported list

Please note that all brand names are for reference purposes only and are trademarks of their respective owners.