CONTACTS 
0201 - JPS Net                              800 711 5353 fax or 800...
020101 - Mr. Randy Crockett; Customer Support Rep =Telephone
020102 - Technical Service  =415 376 0121
020103 - Mr. Chuck NLN
020104 - Shift Supervieor Customer Support Rep
020105 - Technical Service  =415 376 0121

SUBJECTS
Server - Barberra
Reliability
Connection failed 209 63 229 133
Installation
IP Address used by Server
Winipcfg IP Address Diagnostic
Internet Access Failed

1109 -    ..
1110 - Summary/Objective
1111 -
111101 - Follow up ref SDS 12 0000, ref SDS 11 0000.
111102 -
111103 - JPS did not transfer our account as promised.  Actually, we now have
111104 - no Internet space, contrary to our understandings in the letter
111105 - submitted to JPS, ref DIP 2 0000.
111106 -
111107 - Contacted JPS and they have tried to expedite transfer and restoration
111108 - of service, per their letter ref DRT 1 0000.
111109 -
111110 -
111111 -
111112 -
1112 -
1113 -
1114 - Progress
1115 -
111501 -  ..
111502 - Change to Different Server to Improve FTP Access
111503 -
111504 - Follow up ref SDS 12 0535, ref SDS 11 2528.
111505 -
111506 - When I logged on to upload files, the system returned a message that
111507 - we do not have a welchco directory.
111508 -
111509 - Erik told me yesterday, that JPS would transfer our files to the new
111510 - domain server. ref SDS 12 1066
111511 -
111512 -
111513 -
111514 -
111515 -
1116 -
1117 -
1118 - 1851 talked to Randy
1119 -   ..
111901 - Asked Randy when JPS expects to get our data transferred to the
111902 - other server, per telecon with Erik yesterday. ref SDS 12 1066
111903 -
111904 - Randy said he is able to see our data and he can connect for ftp
111905 - operations.
111906 -
111907 - He said the...
111908 -
111909 -                     Hoste/Type
111910 -
111911 -     ...is no longer "Unix Standard".  He said it is "NT."
111912 -
111913 - I tried to change to "MicrosoftNT"
111914 -
111915 - This did not work.  It does not show the "welchco.com" account.
111916 -
111917 - Randy asked me to hold on while he investigates.
111918 -
111919 - He did not come back on-line, so had to call back
111920 -
111921 -
1120 -
1121 -
1122 - 1940 talked to Albert
1123 -
112301 - Albert said that Randy told him that our date would be lost when we
112302 - transfer to another server.
112303 -
112304 - I explained this conflicts with Erik's representation yesterday, on
112305 - which we relied in agreeing to JPS' recommendation on transferring our
112306 - records to another server. ref SDS 12 1066
112307 -
112308 - Albert asked me to hold while he investigates again.
112309 -
112310 - He just talked to his supervisor, Chuck.
112311 -
112312 - Albert advised that Chuck told him that JPS policy is that customers
112313 - have to transfer their own data.
112314 -
112315 - I asked to talk to Chuck.
112316 -
112317 - Albert said he cannot notify Chuck of my request to talk to him,
112318 - because Albert is responsible to deal with the customers.  He said
112319 - that supervisors do not speak with customers.
112320 -
112321 - I reviewed the record on Thursday, when Lance, who is a shift
112322 - supervisor, like Chuck, spoke with me after several of his Customer
112323 - reps, like Albert, were unable to accomplish work that appears to
112324 - conflict with JPS policy, but which JPS is required to perform under
112325 - its agreement with Welch, and to remedy difficulties which JPS has
112326 - encountered for which the customer is not responsible, in this case an
112327 - "over-tasked" server that prevents customer ftp service for a period
112328 - of 12 hours. ref SDS 11 8888
112329 -
112330 - Albert indicated he prefers not to ask Chuck to speak with me, because
112331 - that will indicate Albert has failed to perform assigned customer
112332 - support duties.
112333 -
112334 - I asked to talk with a colleague, another Customer rep, like Randy or
112335 - Erik, or Rachel, etc., who are not uncomfortable about asking for
112336 - help from the supervisor.
112337 -
112338 - Albert asked me to hold on.
112339 -
112340 - After about 5 minutes, Chuck came on the line.
112341 -
112342 - I reviewed the record of having agreed to transfer our records to
112343 - another server, and Erik's notification yesterday that JPS would have
112344 - this work completed by 0800 this morning. ref SDS 12 1066
112345 -
112346 - I advised Chuck of the email to Erick confirming these understandings.
112347 - ref DIP 2 3986
112348 -
112349 - Chuck said it is not necessarily an easy process to transfer records
112350 - to another server.  He said sometimes the servers are at different
112351 - locations, and use different operating systems.  We reviewed the
112352 - obligation of the ISP to transfer records when a server is full or
112353 - cannot provide the level of service promised to customers because it
112354 - is over-tasked by one type of activity, in this case, http, that
112355 - prevents a predicate activity from being performed, as discussed with
112356 - Pat and Lance on Thursday. ref SDS 11 1448
112357 -
112358 - Chuck said JPS will investigate further and notify me this evening of
112359 - their plan to restore our account to full service.  At this time we
112360 - have no service, and we need to prepare for a meeting tomorrow.
112361 -
112362 - Chuck said he will call me back later this evening.
112363 -
112364 -  ..
1124 -
1125 -
1126 - 2129 Randy called back
1127 -
112701 - He said he is calling for Chuck to advise that a form will posted on
112702 - the door of Biz Tech that escalates action to restore Internet service
112703 - to the welchco.com account and expedite transfer of our domain to
112704 - another server.  Randy said he will notify Biz Tech of the background
112705 - and commitments that require immediate action by Biz Tech to
112706 - accomplish the data transfer.
112707 -
112708 - Randy said Biz Tech does not start work until 0800 tomorrow morning.
112709 - They do not have any staff available to work on this matter now, but
112710 - will do the work when they arrive tomorrow.
112711 -
112712 - I explained I have a meeting tomorrow afternoon OA 1500 that intends
112713 - to use our Web site to demonstrate a "business intelligence" service
112714 - we are trying to provide using JPS as the the ISP.  So we need the
112715 - Internet service restored at least in time for that event.  I am
112716 - trying to prepare some additional records that we want to upload in
112717 - advance of the meeting.
112718 -
112719 - I asked Randy in addition to posting the notice on the door of Biz
112720 - Tech, to send Biz Tech an email that confirms the notice put on the
112721 - door, and to send me a copy so I am informed of the action Biz Tech
112722 - has been notified to take.
112723 -
112724 -
112725 -
112726 -
1128 -
1129 -
1130 - 2303 received letter from JPS
1131 -
113101 - Received ref DRT 1 0000 from Randy which is a copy of JPS notice to
113102 - Biz Tech to complete the transfer of our account to another server.
113103 -
113104 -
113105 -
113106 -
113107 -
1132 -