After-Hours Support Changes:

Only complete service outages will be considered for after hours and weekend dispatch – this does not include single device or location issues (i.e. one out of three STBs not working, or one device cannot connect to the modem) . These types of troubles will require the scheduling of appointments during business hours, unless charges are agreed to by the office staff and customer.
Summer hours (May 1-Sept. 30): Dispatching will take place between 4:30am-8pm daily, during business days and 8am-8pm during weekends.
Winter hours (October 1–April 30): Dispatching will take place between 8am-5pm during winter weekend hours.
All regulated services (telephone related) will be treated as high priority and should not be scheduled out. This includes any dial tone or exterior cable related troubles.
All dispatching of technicians between the after-hour time designations above will result in charges of $135 per hour (regularly $80 per hour), with a minimum of ½ hour charge ($67.50), on customer caused/related equipment issues for a technician to go to the home. Exceptions are made for certain situations (such as true business customers, not including those that “work from home”), but will be ultimately determined by GTel Teleconnections. Regular hourly charges apply if the trouble is dispatched during business hours, even if the visit runs after 4:30pm, all time will be charged at the regular rate.

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