🚀 go-pugleaf

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It is some time since we detailed the means we use to communicate
service issues and planned maintenance to customers. The following
therefore outlines the facilities in place to inform customers of
such matters.

Announce
- --------

   Announce is used to inform customers of planned outages, changes
   in our services and products, and - where possible - to inform
   customers of extended service failures and their cause.

   All announcements are available as follows:
     
      They are posted to the Usenet news group demon.announce,
      which is available from most news servers / ISPs. 
     
      They are sent to all subscribers to the Demon Announce
      mailing list. (This is an opt-in list. To subscribe, send an
      email to <majordomo@demon.net> with the single line 'subscribe
      announce' (without the quotes) in the body.)
     
      They are placed on the WWW (after a short delay) at
          <http://www.demon.net/helpdesk/announce/>

   We strongly recommend that all our customers follow our
   announcements through one or more of the above, which are available
   through any ISP.

MOTD [Message of the Day]
- ----

   This is a brief two line message: the first line stating any
   significant issues currently affecting the service and the second
   line noting where to find additional information and the time that
   additional information was last updated.

   MOTD is available as follows:

      It is sent to dial-up customers during the log-in process,
      though many modern Internet access systems fail to display
      the message to the user.

      It can be displayed using a finger client with the command
      'finger motd@gate.demon.co.uk'.

      A cached copy (which may be several minutes out of date)
      can be seen on the WWW at
           <http://www.demon.net/helpdesk/status/status2.shtml>

Report
- ------

   This is a list of all the key services and their current
   status.

   Report is available as follows:

      It can be displayed using a finger client with the command 
      'finger report@gate.demon.co.uk'.

      A cached copy (which may be several minutes out of date)
      can be seen on the WWW at
           <http://www.demon.net/helpdesk/status/report.shtml>

   In the list of services, the following key phrases are used:

      OK            - no current issues.
      AMBER         - some problems being reported, or minor
                      problems with the relevant service.
      Anything else - there is an acknowledged problem with the
                      relevant service, as detailed.
                        
      Green, yellow, and red "traffic lights" respectively are
      also shown on the web site version.

   Report also contains the date and time the service status
   information (see below) was last updated. Please note that this is
   NOT the date and time Report itself was updated !

Status
- ------

   This is a list of known and acknowledged problems with the service
   and details of any rectification. Status will normally contain
   approximately one week's history; messages are only removed after
   this time, and only if the issue has been resolved. This allows
   customers to check back for service problems to determine if there
   have been problems at Demon that match problems they have recently
   experienced.
   
   Customers should note, however, that Status is only updated when
   problems are initially acknowledged or confirmed, when the nature
   of a problem changes, and when the problem is cleared. If a problem
   is listed without a note that it has been cleared, readers
   should assume that the problem is still affecting service and staff
   are working on a resolution.

   Urgent maintenance is also notified in Status when there is
   insufficient time to send out a formal announcement via announce.
   
   Whenever Status is updated, the date and time of the update is
   noted in both MOTD and Report.

   Status is available as follows:

      It can be displayed using a finger client with the command
      'finger status@gate.demon.co.uk'.

      A cached copy (which may be several minutes out of date)
      can be seen on the WWW at
           <http://www.demon.net/helpdesk/status/status2.shtml>

Status Line
- ------------

   An 0800 free call service is also available to customers and
   contains a voice recording of all the known problems with the
   service at the time of calling. This recorded message may also
   note information relating to potential but unconfirmed problems
   which are currently being reported by customers.

   The recorded message can be heard by dialing 0800 027 0384 at
   any time.

As a final reminder, the Demon Helpdesk telephone number is
0845 272 2444; and is available 24 hours a day (at local call
rate from a BT line).

Malcolm Muir
Demon Internet

- -- 
Malcolm S. Muir                                   Demon Internet Ltd.
Sunderland                                        322 Regents Park Road
England                                           London N3 2QQ


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