Please take time to read the FAQ. It can really save you from calling our help desk.

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SERVICES:

Q1. Does NAS Global provide Dial-up services?
A. No, we do not provide dial-up Internet connection.

Q2. With no subscriber phone line, where is the Internet connection source?
A. The Internet connection comes from a wireless link. At the client’s location, an antenna radio is placed on the roof which is connected to our nearest hub station “tower”. The hub stations are connected in a loop which provides redundancy and the Internet circuits are located at designated hub stations. Therefore this technology replaces standard telephone and dedicated cable lines (frame relay, T-1, ISDN, etc).

Q3. Who will install and service my office if I sign-up with NAS?
A. Prior to installation, the first step is to have a detailed site survey performed by NAS technicians or our certified service consultants. After installation, you will receive constant and 24-hour help desk support and a 3-hour rapid respond field support for our Prestige customers. Other customers will have a pay field support - during business hours.

Q4. Do you offer Service-level Agreements?
A. Yes. During the initial 30 days, we offer a full refund to a dissatisfied customer. After that, we offer 99% reliability with credits issues to monthly services under 95%.

Q5. Am I responsible for equipment?
A. NAS provides the initial equipment, but customers are responsible for repairing or replacing damaged equipment. (That’s why NAS recommends to its customers good power protection and cool dust-free rooms for the equipment). The only exceptions are our Prestige customers.

Q6. Can NAS design, sell and install my new office with all my ICT requirements?
A. Yes we can, but for additional charges.

Q7. Are there any hidden costs?
A. No. All costs are stated plainly in our Service Agreement. We do not hide fees in fine print, or in our terms of service pages.

Q8. Do I get your one-button instant access to your 24-hour Customer Support?
A. This service is only included in our Prestige package.

Q9. How am I billed?
A. If you are a Prestige customer, NAS will bill at every billing cycle and we will pickup your cheques from your office. Others will be bill via email and the customer will be responsible to deliver cheques to the NAS office or bank.
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TROUBLESHOOTING:

Q10: If you cannot browse then check to see if any machine on your network can?
A. If this is the case, you can be sure that the machine which is not browsing has an issue. Either the cable has been slightly disconnected, frayed or/and there is LAN issue. Restart the machine and try browsing again, this is because 90% of most problems are solved when you restart a machine that has a problem.

Q11: If you and your entire office cannot browse or get emails?
A. If this is the case, you need to check if the Ethernet Switch or wireless access point that all your computers are connected to, have power and the CAT 5 cables are plugged tightly. If the problem still exist, make sure the Internet wireless radio and the router has power and the cables are not loose. Check to see if the Internet wireless light shows a synch with the tower. After these steps and the Internet is still not working, turn off equipment for five minutes and them back on. At this point, contact our customer care for support.

Q12: If you cannot browse a web page, i.e. www.hotmail.com or www.msn.com can you browse any other web page at all i.e. www.nasglobal.com, www.google.com?
A. When there is a lot of traffic on a particular website, it will take quite sometime before the web page loads. This often happens to big email providers such as Hotmail and Yahoo. Try opening another website like www.nasglobal.com and see if this web page loads, if it does, then you are sure that the website whose page is not displaying has a lot of traffic.

Q13: If browser appears slow …is someone downloading?
A. Some contents on the Internet are resource hungry i.e. Java Applets, pages that contain large images, multi-media and streaming contents, etc. We advice that if you decide to do any of the following, do them one at a time.

Q14: Have you installed any new software i.e. Kazza?
A. Some of the software you install on your machine requires a lot of memory and processor speed thereby slowing down your machine. It is not advisable to install heavy applications on computers that would be used as clients. Downloading untrusted third party software (freeware or/and shareware) installs a lot Spyware on your computer which continuously link to the Internet and give out valuable information about your computer.

Q15: If browser appears slow how many browser windows do you have open?
A. To optimize the speed of the Internet connection on your computer, you should confine yourself to a few web pages. For each web page you open, you are connected to a server miles away; connecting to several web pages demand the attention of your computer; thus putting a lot of load on your system. As much as possible, open a few pages i.e. two to three at most.

Q16: Is someone on the network doing Stream?
A. Music and Video websites require a lot of bandwidth before they can work properly. So, do not be surprise a single computer on your network is consuming most of your bandwidth thereby slowing down your Internet connection. NAS recommends that you keep streaming music and videos to a minimal. As much as possible, endeavor to keep heavy downloads to a minimal.

Q17.Viruses can slow down your Browsing speed.
A. When you notice that computers on your network are passing out a lot of traffic then it's receiving, this is as a result of a virus. Mass mailers viruses can infect your network and choke your network speed thereby slowing down your browsing speed. Refer to our "Practical Steps to prevent computer viruses" article for steps to prevent virus attacks. We also have a download section that includes a lot of useful utilities.


Q18. How can I improve my computer's Internet connection speed?
A. If you are a new user, you need to address four things to ensure your computer is ready to connect at the best possible speed:
• Your computer’s processing speed. Although you don’t need the latest, fastest
computer to connect, a fast computer will perform better than a slow computer.
• The amount of RAM you have in your computer. Increase your ram to at least 64 or
128K for improved performance. (More RAM = Better Performance).
• The speed and type of Network Interface Card you are using.
• The quality of the bandwidth service you have at your location. If you have a lot of
computers on a little bandwidth you should expect to browse slow.

Q19. Why is my connection slower at some times and faster at others?
A. If your internet performance has recently slowed down, or your speed/performance varies from time to time, you should consider:
• The nature of the contents you are viewing on the Internet. Streams and heavy downloads chock your bandwidth and render other workstations on your network inefficient.
• Your hard disk is full or needs defragmentation.
• You loaded/downloaded a program which may be conflicting with your internet connection. Remove suspected program or contact the provider of the program for further instructions.
If your internet demands have outgrown your internet connection speed, you can upgrade to a higher bandwidth which delivers reliable, high-speed internet access.

Q20. What are some of the reasons why my service fails and what can I do?
A. Our wireless network is a very stable, reliable service. If you are a NAS customer, your troubleshooting steps are limited:
• Your computer set up has been changed. Make sure your configuration settings are correct as well as your network settings.
• Your NAS radio unit, router needs to be reset. To reset any of our equipments, disconnect and reconnect the power adapter plug from the equipment. Also, reboot your Ethernet switch and possible your computer. Simply rebooting the equipment can make a major difference. Your router may have been affected by a surge or has experienced an unrecoverable failure which requires replacement. This happens as a result of power fluctuation, NAS strongly recommends that all our clients put our equipments on UPS. NAS can dispatch an experienced technician “Billable” to help you with your problem.
• Your upload and download speeds are also affected by the general internet traffic or a bottleneck at a particular download site; however, your performance will not vary as dramatically as when you have a major issue.
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PRODUCTS
Q1: Why do you want to sell me an Online UPS to support my router, Ethernet switch and my Internet radio?
A. Due to the fact that telecommunications equipment are very sensitive to bad power. If any of these three devices have a slight issue, all users in the office will be disconnected from the Internet. In addition, you want to safeguard your expensive equipment and avoid long outages due to replacing equipment. Let the NAS technical sales team sell you an Online double conversion UPS that was designed for this region.

Q2: Can you sell me a solution that will always protect my network from Viruses and Spyware?
A. Yes we can. We are excited that you see the importance of network security. Today the volume of viruses and junk mail is alarming to the Internet governing organizations. Therefore, they are implementing tougher policies each quarter. Presently, offices are being blocked each day due to virus abuses. You will need a good integrated solution that is centrally managed. NAS is selling solutions to many companies every month.

Q3: I’m not sure how much Internet bandwidth we are actually using?
A. You must have a gateway router that is connected to your Internet circuit. This router must be an intelligent device with management capabilities. With the managed router, NAS can sell and configure a computer with software that will graph reports and show you your actual usages. It will also send alarms to you when there are problems.

Q4: Why am I constantly having timeouts with my banking applications and bad voice conversations across my VPNs?
A. Even with a very large bandwidth capacity at your office, you can still experience these issues if you do not prioritize your traffic. You will need a device that will always allow your banking application traffic to go before all other traffic. QoS is a very tricky configuration and many vendors say they have a good solution but they don’t. Do not experiment any longer because NAS has an excellent product that can solve your issue.

Q5: It’s time for us to replace our office copiers but I’m not sure what to buy?
A. We strongly recommend you buy a more reliable and efficient system this year. Why just buy a copier when you can get a Hp 4345 from NAS that will provide fast copying that you have been use to but now with higher quality copies. But most importantly, you will be able to run your copies from your desk. You will be able to scan your copies and email or fax – now that’s real productivity.

Q6: We have two Internet providers but it’s difficult to switch between the two circuits?
A. We sell some excellent products that can re-route efficiently when there are problems on any of the two or more circuits. Contact NAS and explain your requirements. Depending on the providers we maybe able to provide additional redundancy for your Internet servers.

Q7: Top management wants to do video conferencing between our offices and suppliers but I am not sure. A couple of my other peers tried but it did not meet the standard of their managers. Can NAS help us?
A. We have designed a few proven solutions that work well across the NAS networks and Internet. Contact us today for a complete and integrated proposal.

Q8: Our phone bills are high and my boss will like the capability of seeing who is calling where at anytime. He travels and will like to see this from abroad and be able to receive voice mails in his emails. Does NAS have a solution?
A. Sure we do. Let NAS replace your dumb Panasonic PABX with an enhanced PABX that can solve your above issues plus a lot more.

Q9: We are looking for a company that understands how to supply ICT requirements to an organization operating in remote locations. Does your company have the experience?
A. This must be your lucky day. We know a lot of people have disappointed you, but with many years delivering remote solutions we will be happy to meet with you tomorrow.

Q10. We are tired with the power going off frequently, power fluctuations stopping and damaging our equipment and the manual process of our generator. Can we get an integrated solution?
A. Yes, we have a nice solution to your problems that we can sell you. We will sell you a product that will handle your bad power fluctuations by protecting your entire office and another product that will auto start your new rugged generator. up