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----- Original Message -----
From: root@gotham.net
Sent: Wednesday, March 17, 1999 4:11 PM
To: robin@gotham.com
Subject: Important Configuration Change!
Dear Gotham City Internet Customer:
Over the last few weeks, we recognize that our customers have at times had trouble logging on to our Internet service. We sincerely apologize for the inconvenience and frustration that this has caused our customers.
The management and staff of Gotham City Internet always strive to provide you with the best Internet service in the City. The tremendous growth that we have experienced over the last several months has exceeded even our own optimistic expectations. Unfortunately, it has also taxed our ability to meet your demands for service. Additional technical issues that have required vendor intervention have further hampered our efforts to provide you with consistently superior service.
During the last few weeks many of you have been further frustrated by our inability to personally answer, or return all your calls to our help desk. During periods of service problems, our help desk staff is overwhelmed by the number of repeated customer call-ins that are made to our help desk.
Unfortunately, we are often not physically able to return all customer inquiries before our service is restored. We are currently taking steps to enhance our help desk services and to ensure that all customer inquiries are answered in a timely manner. We hope to have these improvements in place soon.
In recognition of the frustration and inconvenience that many of our customers have faced, we have arranged for our existing customers to not be billed for Internet services used during the past month. Many customers, primarily located on the City's north side, will have noticed that their March 1999 Gotham City Telephone bill did not include any charges for Gotham City Internet services. Remaining customers will receive a rebate for all February Gotham City Internet charges on their upcoming April 1999 Gotham City Telephone bill.
Over the course of the last month and a half we have been enhancing and upgrading our Internet network to ensure that we can provide you with the fastest, most reliable and secure Internet services in the City and region.
In addition to our 1998 upgrade of our Internet network from analog to digital, we now provide 56K V.90 standard connections on all of our ports. We have added 20% more access ports to meet increased customer demand. Lastly, we have upgraded the internal Internet network to handle the increased number of customers that are using our services.
Currently, we are upgrading and enlarging the mail, newsgroup and access servers to better meet the demands of our current and future customers.
As a final step in our current network enhancement plan, we will be adding an additional T-1 of Internet bandwidth on Thursday, March 19th. This may result in service interruptions between the hours of 9 a.m. to 11 a.m. We apologize for any inconvenience this upgrade may cause our customers.
