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Topics Of Importance To Customers: How Can I Test My Connection Speed? There are various Internet speed tests that will give you a “rough” idea of your service connection speed. As long as you understand that these are NOT an accurate measure of your service speed, they can provide you with a very rough indication of potential problems. You can utilize http://bandwidthplace.com/speedtest/ if you wish to check your current connection. We will provide you with access to a speed test that IS an accurate measure of your bandwidth throughput. This test can be run at http://www.xtratyme.com/speedtest.php If you feel your connection is slow, you will be able to run the test and view the results. These results will automatically be saved in your customer profile for future reference and technical troubleshooting. This test is designed for customers that already have a high speed connection. If you don’t have a high-speed Internet connection, the test could take several minutes. Dialup connections will not provide accurate results. Use the first test for an approximation of your dialup speed.
Excessive Bandwidth Usage. SURFSOTA does NOT charge for excessive bandwidth usage. We encourage the use of the Internet without restriction. However, to keep your costs low and to discourage “bandwidth waste”, we set very liberal monthly data use guidelines. These guidelines serve as limits for those that like to “waste” Internet bandwidth. You will never be charged for overuse of the Internet. Instead, we will allow you to dynamically adjust your package selection to best fit your bandwidth needs.
Data Use Guidelines—Why? We would like you to think of your Internet service like you do with your electricity. We will keep your prices low if you don’t waste your bandwidth. We have set guidelines for monthly bandwidth use to prevent abusers from affecting the quality of your service. We believe that 99% of our customers will never use more bandwidth than our guidelines allow for each Internet package selected.
What are the Guidelines? We will allow you to use the following data bandwidth each month without restriction. These bandwidth guidelines include the total of both uploads and downloads. The guidelines are shown in MB’s. For reference, 1 MB is approximately the amount of data that is stored on a floppy disc. A CD can hold approximately 700 MB. A GB equals 1000 MB. Guidelines: 64X-1 GB, 128X- 2 GB, 256X-3 GB, 512X-5 GB, 768X-7 GB, 1000X-10 GB, 1500X-20 GB.
What Happens When I Reach My Guideline? You will NOT be charged for excessive bandwidth if you reach your monthly guideline. Instead, we reserve the right to lower your connection speed to prevent excessive bandwidth abuse for the remainder of the month. For example, if you have subscribed to a 256X package and you reach your 3 GB limit on the 23rd of the month, our system administrator may elect to lower your package speed for the remainder of the month to prevent continued abuse.
If I Reach My Guideline but Wish to Prevent Speed Limitation, What Can I Do? You may change your package selection at any time. In the example above, you could increase your package from 256X to 512X to get more bandwidth AND more speed for the remainder of the month.
How Many Times Can I Change My Package Selection? You may change your service package once a day by accessing your private access web page or calling SURFSOTA customer service.
How is My Monthly Bill Calculated? Your monthly bill is calculated based on the package you choose for each day of the month. For example, if you choose the 256X package for the first 20 days, and the 512X package for the remaining 10 days of the month, your bill would be: (2/3 * $39.95) + (1/3 * $49.95) = $43.28
How is My Monthly Bandwidth Guideline Calculated? Your monthly bandwidth guideline is calculated based on the package you choose for each day of the month. For example, if you choose the 256X package for the first 20 days, and the 512 package for the remaining 10 days of the month, your monthly bandwidth guideline would be: (2/3 * 3 GB) + (1/3 * 5 GB) = 3.67 GB
When is My Bill Due? SURFSOTA operates on a pre-pay basis to minimize bad debt and ensure that service costs are low. Your bill is always due BEFORE the 1st of each month unless special arrangements have been made. Your payment must arrive at our office before the first to avoid late charges and/or service interruption.
How Will I Be Invoiced? You will be sent an email on the 1st to 3rd of the month indicating your bandwidth use (to be launched soon) and the amount due for the package(s) and option(s) you have selected. We are in the process of developing an online web tool where you can view this information using your web browser. We do not send paper invoices and recommend that you save your email invoice and print a copy if a hard copy is required for your records.
How Do I Get My Referral Awards? Your billing statement will indicate credits for customer referrals. If you have referred customers to SURFSOTA, you will see credit awards for these on your monthly statement. If your credit balance becomes large enough, SURFSOTA will mail you a check on a regular basis. You will be paid for both one-time and residual referral awards.
How Do I Pay My Bill? You can mail your check to: Surfsota, 4054 50th Avenue, Swanville, MN 56382. You may also drop off your check at the same location during normal business hours Mon-Fri from 8am to 5pm. In the next several months, we will be offering several additional payment options including credit cards, auto pay, and bank deductions.
How Does the Prepay System Work? Since you will be prepaying for your next month’s service, you may be restricted from upgrading to certain package options if you have been late on payments. You may be expected to provide a deposit before an upgrade is allowed. If you have maintained a good credit history, you will be free to dynamically select your SURFSOTA services without providing a deposit.
What happens if my payment does not arrive by the first of the month? We understand the importance of your Internet connection so we will not disconnect you without prior notice and/or serious account delinquency. However, we may elect to limit your access rates until your account has been paid in full. You will be assessed a late fee of $10.00 if your payment does not arrive before the first of the month. Please ensure that your payment arrives at our office (Woller Equipment Inc.) before the first so you are not assessed this late fee.
How Can I Update My Contact Information? To ensure that your bill is received on time and you are able to receive SURFSOTA communications, you need to provide us with an active email address. If your address changes, you will need to provide us with the new information. We will soon be offering online access to your personal profile. You will be able to log in and change your contact information when this service is available. You may email your contact information to info@surfsota.com.
How Can I Check on Network Status? You may check network status by calling our main number at 1-877-486-1761. If we are experiencing network problems, you will be informed of our progress in resolving the problem. If there are no known network issues and you are still experiencing problems, you will be given the opportunity to leave a message and our technical staff will provide immediate assistance.
How Can I Receive Network Maintenance and Other General Notices? We will provide regular network communications to the email address you have provided for us. These communications will be limited to network-related issues including but not limited to planned maintenance, virus information, and other network or service enhancements that will be of importance to your Internet experience. We will not use your email address for Spam purposes and will use it exclusively for SURFSOTA -customer communications.
How Do I Report Service Problems? We have developed a ticket system to deal with all of our customer and network problems. If you are experiencing problems you should first check for network issues by calling our main phone number at 1-877-486-1761. If we are not having network problems, leave a detailed message with your contact information and a trouble ticket will be generated. A technician will contact you as soon as possible to discuss and resolve your problem. This system will allow you to get online status of your ticket for issues if you have problems and still have Internet access. Since we understand the importance of your Internet connection, we will accept calls and generate tickets on a 24/7 basis. It is important that you include a number where you can be reached if we are to troubleshoot your problem and complete your ticket in the shortest possible timeframe.
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High Speed / Wireless Internet 
