At i12 we consider our users to be our primary asset and we work accordingly. As part of our commitment to you, we've created a service level agreement that we believe is second to none for an internet service provider such as ourselves.

Our service level agreement contains our promises to you and is subject to our conditions of use at all times.

We aim to

• Answer over 98% of e-mail support inquiries within 24 hours.
• Answer over 96% of fax support inquiries within 24 hours.
• Answer over 92% of telephone support inquires within 4 rings (inside our telephone support operating hours).
• Answer over 96% of all other inquiries within 24 hours.

We also aim to

• Provide a working dial-up service running at more than 99.5% efficiency 24 hours a day, 365 days a year.
• Provide a working e-mail service running at more than 99.5% efficiency 24 hours a day, 365 days a year.
• Provide a working web-server service running at more than 99.5% efficiency 24 hours a day, 365 days a year.