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Quality of Service is - - -
Quality of Service means different things to different people. Our definition of quality service makes Autophone of Laredo Internet cost a little more than our competition, and maintaining our standards depends on the cooperation of everyone connected to the APL network. Our primary goals?
1. To make sure your Internet connection is there when it is needed, and
2. To make sure it performs at full rated speed, when required to do so.
We pursue the goal of excellent service first by monitoring each and every connection from our network to Subscriber workplace. If a connection is lost, or if it generates communications errors, an error message is sent to the technician on duty. Early detection of potential problems is essential to meeting our first objective: making sure your Internet connection is there when it is needed.
The second objective, maintaining a network that provides fast, efficient connections is a bit more complex. It depends on a quality-conscience attitude on the part of Autophone of Laredo, as well as every Subscriber connected to the network.
APL’s’ Commitment
Autophone of Laredo’s first obligation to operating an excellent network is to insure there is enough bandwidth (Internet capacity) to accommodate all Subscribers. If there is NOT enough bandwidth, messages sent over the network “collide”. When they collide, they generate transmission errors. When they generate transmission errors, they “re-try”, which further increases network traffic, and further delays all traffic.
So why would any Service Provider overload their network? Money. Bandwidth is expensive, and service tends to “peak” at certain times of the day. Some providers find it easier (and more profitable) to let Subscribers suffer through short periods of peak usage, rather than buy enough bandwidth to ‘cover’ peak periods. We have a different view.
Autophone of Laredo takes the view that peak usage periods are exactly when our Subscribers need us most. Peaks tend to occur in the very heart of the business day and making sure peak demand is ‘covered’ is as easy as:
1. Monitoring usage, and
2. Making sure peaks are not only covered, but that there is enough excess capacity to cover extraordinary network demands.
And how do we know how much bandwidth to provide? Well, that is where experience comes in. Monitor bandwidth saturation charts for 10 or 20 years and you will have a pretty good ‘feel’ for projection future needs, and making sure bandwidth capacity is available before the need for it arrives.
Our Subscriber’s Commitment
And what commitment is required of Subscribers to the Autophone network? There are two ways Subscribers can adversely effect network operation:
1. Allowing viruses to enter the network through their connection, and
2. Overloading their bandwidth.
Viruses entering the network ‘hog’ bandwidth by generation replications of the virus, and/or continuous e-mail transmission. All Subscribers are required to maintain anti-virus software and, in the unlikely event a virus is introduced to the network through their connection, to disconnect form the network until the virus is isolated and removed.
Overloading bandwidth, that is running ‘flat out’ (using 512Kbps of a 512Kbps connection) generates re-tries within the Subscriber LAN, and would, if all Subscribers ran in ‘flat-out’ mode, cause the network to collapse. Autophone of Laredo, in the interest of running a ‘healthy’ network for all Subscribers, require Subscribers who run at their peak capacity for three days to either 1. Cut-back usage, or 2. Purchase additional bandwidth.
So, it is not difficult to be excellent. It takes a little more money to operate, a belief that the money is ‘well spent’, and a common commitment between Subscriber and Service Provider to be as good as it is possible to be.
Acceptable Use Guidelines
The following guidelines are designed to keep Autophone of Laredo and the Internet civilized and useful. Violation of these guidelines may result in suspension or termination of Services.
1. General Policy: Internet service is intended for one customer, at one location. Service is provided to the business entity named in the Service Agreement only. Service may NOT be re-sold, or re distributed without specific review and approval by Autophone of Laredo.
2. Bandwidth Usage: The network is intended for business, rather than recreational use. It is a ‘shared resource’, and depends on the cooperation of all subscribers for traffic to run at full rated speed.
Usage is monitored on a 5-minute average, with initial download speeds of T1 on all connections. It is rare (extremely rare) that standard business downloads are not completed within a 5-minute window. Saturated bandwidth (running continuously at full rated speed) is deemed "abuse", and will not be tolerated.
Any attempt to bypass bandwidth controls employed on the network is grounds for immediate termination.
3. Inappropriate commercial use: Bulk e-mail ("Spam") is not allowed.
4. Viruses: Each subscriber is responsible for keeping his network free of viruses. If a viruses is detected on the network Autophone of Laredo will detect its’ source, and immediately terminate the connection to the source until the virus has been cleared.
5. Hacking: Unauthorized access to restricted areas of any Internet network, system or computer through Service provided by Autophone of Laredo is grounds for immediate cancellation of Service and will be prosecuted to the full extent of the law.
Compliance with the above guidelines will keep your Internet connection through Autophone of Laredo’s network fast, functional, and trouble-free. We appreciate your cooperation.
Service Policy
Level of Service Policy
Standard Internet service is offered on an 'as available' basis, and depends on service being provided to Autophone of Laredo by our suppliers. Autophone of Laredo takes no responsibility for outages or diminished service beyond our control including, but not limited to, failure of primary Internet feed from our supplier.
Premium (Redundant Internet) Service is available, and includes a service Level Agreement that defines Autophone of Laredo's liability to customers in the event of outage.
General Service Policy
Each circuit on the Autophone of Laredo wireless network is monitored for proper operation on a 24/7 basis. If we take a few minutes to answer a trouble call, it is because we are busy correcting the problem! All calls will be answered promptly, and any problems will be addressed promptly. If you feel this policy is not being adhered to, please call (361) 438-1275.
The cause of most network problems ("slow connection" or "no connection") can be determined remotely. In many cases the problem can be corrected remotely, by resetting equipment. There is no charge for telephone consultation.
When an on-site service call is required - - -
A. If the problem is determined to be on the Autophone of Laredo network, all parts and labor expense associated with the service call will be the borne by Autophone of Laredo.
B. If the problem is determined to be on the subscriber’s LAN (configuration, virus, etc.). Subscriber will be charged $100 for call-out and first hour of service, plus $75.00 for each additional hour or partial hour.
C. Chargeable time on service calls is on a "portal-to-portal" basis. The clock starts running when a service technician leaves Autophone of Laredo facilities at 1816 Pappas Street, Laredo, and stops when he returns to 1816 Pappas Street. | 
