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CoreComm Internet
Inter-Office Memo

To: All Technical Support Personnel
From: Steven D. Allison, Jr., Technical Support Lead Supervisor
CC: Robert R. Scott, Technical Support Manager
Date: Monday, November 1, 1999
Re: Email Inquiry Procedures

When customers call in asking questions about where their email from
over the weekend (Oct 29-31) is there are two different procedures to
follow.

1. If they are a business or a customer that runs their company over
the internet: you are to get their username and phone number to give to
your supervisor. Tell them also that "We are going to have one of our
people in Network Operations look into this issue for you further".

2. If they are a non-business customer than tell "There is a bottleneck
of messages waiting to be reiceived into our mail servers. It should be
resolved in 24 hours".

DO NOT tell them that their messages are lost.

DO NOT tell them their messages are on the mail server at this time
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