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Customer Support Policy

Introduction
It is our goal to provide the best possible support for our customers regarding matters which relate to Internet connectivity. Help Desk Personel are available via provided communication means to provide assistance with software issued by NetEase and general connectivity issues.

NetEase Remote Support
Remote Desktop Support is another feature available through NetEase. Utilizing the online services of GoToAssist, NetEase can offer remote help desk to assist you in learning about your computer. This service is available for a minimal charge or may be purchased through a service agreement. For more information about Remote Desktop Support, please contact the Help Desk at 731-845-5640.

Things to keep in mind
Help Desk Personel are not equipped to train customers how to use common functions related to computer usage. We do offer services that will show you the basics of using a computer, however those services require a fee. Using a computer requires some technical knowledge of using a mouse and keyboard as well as being somewhat familiar with the Operating System installed on your computer. If you are not familiar with these functions or feel uncomfortable with this, you should have a knowlegable person assist you when you place a call for technical support.

Technical Support does not include software installation or on site consultation, which is available for an additional charge but is not combined with Internet services. If you require in-house consultation, please contact NetEase at 731-845-5640 or 888-463-8327, Monday - Friday 9:00 AM - 2:00 PM, or send a request to our Help Desk.

How to obtain support
You may contact our Help Desk Personel via one of the following methods:

  • Help Desk Request may be sent 24 hours per day via a Help Desk Request Form.
  • Telephone support is available during normal business hours by calling 731-845-5640 or 888-4NETEAS. If no one is available to take your call speak clearly and leave your name and number and someone will return your call as soon as possible.

At this time we do not offer 24 hour telephone support.