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  TROUBLESHOOTING TIPS F. A. Q. MEMORANDUM OF AGREEMENT |
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FREQUENTLY ASKED QUESTIONS
When it comes to replacing your current long distance carrier with the latest in technology,
you may have questions. If you need additional information before making your decision,
please email us at sales@silverbackasp.com
1. Can I use my computer with your service?
2. How does iTouch Service fit into my current home network?
3. What happens to my service if I move?
5. Can I keep my current phone number with your service?
6. What are the startup costs?
7. What do I do with my current phone provider?
8. Is Silverback ASPï's iTouch an Internet service provider?
9. What are the minimal requirements for the iTouch Service?
11. Can I have multiple lines?
12. Can I make local Telephone calls from my iTouch?
13. Can I receive phone calls on this line from International locations?
14. If I have questions whom may I contact?
15. How do I set up my router and Internet service to work with Silverback ASP's iTouch?
16. Do I have to have my computer turned on to talk on the Phone?
17. Do I need to talk through the computer to use the service?
18. What type of Telephones work with the iTouch service?
19. What is broadband or high-speed Internet access?
20. Does iTouch service also work over Satellite?
22. I have the phone adapter behind a firewall. What ports do I need open?
23. What routers manufactures are supported?
24. Can I use my iTouch when I travel?
25. Does the person I am calling need to have a iTouch by Silverback ASP as well?
26. My package arrived damaged, what should I do?
27. What are the International dialing rates?
1. Can I use my computer with your service?
Your computer is not required to use our service. If you want to use your computer to surf the Internet and talk on your telephone at the same time, you will need a router that supports DHCP and NAT. We suggest either a Linksys Etherfast cable/DSL router or a NETGEAR RP114.
2. How does iTouch Service fit into my current home network?
Introducing the CISCO ATA 186 into your current home network, so that you can use your PC at the same time as your iTouch service, is easy as long as you have DHCP (Dynamic Host Configuration Protocol) and NAT (Network Address Translation).. A cable/DSL router such as the NETGEAR RP114 or Linksys Etherfast cable/DSL router.
3. What happens to my service if I move?
Take it with you. Your iTouch service can be taken wherever you move as long as you have a high-speed Internet connection. And your phone number goes with you.
It's simple. In five minutes you can have your service up and running and make your first phone call.
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5. Can I keep my current phone number with your service?
No, This is a separate Telephone line that only works off the Internet connection for the sole purpose of International calling.
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6. What are the startup costs?
When you subscribe to iTouch Service, you will pay a one-time activation fee of 2,500 Pesos, which covers programming, shipping and handling. activation charges are subject to VAT Tax.
7. What do I do with my current phone provider?Please keep your current phone provider to enable local calling; plus, they are most likely the ones providing your DSL link which traverses across your phone line.
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8. Is Silverback ASP's iTouch an Internet service provider?
No, iTouch is not an Internet service provider (ISP). Unless your ISP provides high-speed Internet access (many times faster then a 56K dial up modem), you will have to get a high-speed Internet service provider. iTouch service utilizes the high-speed Internet connection brought to your house by your DSL (usually your local phone company) or your Cable TV provider. You cannot run this phone service over a dial up modem, it will be to slow.
9. What are the minimal requirements for the iTouch Service?
The DSL/Cable provider must have a minimum download speed of 128kbps, upload speeds of a minimum 64kbps, less than 600ms latency and less than 2% packet loss
You can cancel your service at any time. If it is within the first 30 days of service activation and is due to a service problem; however, we request the opportunity to resolve any issues first. You will still be responsible for the activation fee and first month of service.
11. Can I get multiple lines? Yes, you can get as many extra lines as you wish. However you are limited by the typical upload speed of your ISP. Most cable modems and DSL lines cap the upload transfer of data at 256KB. That is enough for 2 to 3 lines if every line was being used at once. For every 2 lines you need a new Cisco ATA router, the first one is included in the initial fee.The Cisco ATA 186 can support 2 iTouch Phones.
12. Can I make local Telephone calls from my iTouch?
No, Local access to the PSTN (Publicly Switched Telephone Network) is still illegal in the Philippines. Until this law changes only International access over the Internet Connection can be used.
13. Can I receive phone calls on this line from International locations?
Yes, you can receive Phone calls from International locations; however please be aware that there are charges for both incoming and outgoing calls.
14. If I have questions whom may I contact?
Please email questions to Support@silverbackasp.com for email support or, call 890.5742 for on line support between 9am to 5pm.
15. How do I set up my router and Internet service to work with Silverback ASP's iTouch?
Internet subscribers using DSL can use any PPPoE device (i.e. your home router) to log into your Internet account. You should create a screen name designated for PPPoE login with a password that is all lowercase and alphanumeric with no special characters. Log into DSL using this screen name to connect to the router to open IP connectivity. Leave this screen name logged in at all times. Connect your Phone Adaptor to an open port on your router. Follow the Silverback ASP Quick Start Installation instructions. You can also log into the DSL for any other computers that are connected to the router using one of your other screen names.
16. Do I have to have my computer turned on to talk on the Phone?
No. Your iTouch service works independently from your computer so your computer does not need to be turned on.
17. Do I need to talk through the computer to use the service?
No. iTouch operates independently of the computer. You speak through a telephone. You will require an independent telephone or purchase an IP phone to operate the service.
18. What type of Telephones work with the iTouch service?
Most analog phones of your choice can be used with iTouch service. Corded or cordless telephones work exceptionally well.
19. What is broadband or high-speed Internet access? High-speed Internet access (also known as Broadband) is a connection to your home that provides fast access to the Internet. These connections can be a T-1, Fractional T-1, T-3, DSL or Cable modem. Common brands include Infocom, Broadband Philippines, Digitel, Moscom and others. Most Internet providers' connections are fast enough to support Silverback ASP service
20. Does iTouch service also work over Satellite?
No, our service does not work with satellite service. The latency is too extensive and packet loss is too high to maintain any quality.
21. If you already have a network in your office are you able to use your existing Internet connection and available equipment?
iTouch will integrate with most networks very easily as long as the network supports NAT (Network Address Translation) and DHCP. NAT is the translation of an Internet Protocol address used within one network to a different IP address known within another network. Silverback ASP service requires a dynamically assigned IP address.
22. I have the phone adapter behind a firewall. What ports do I need open?
The ideal setup for the Silverback ASP residential user is behind a simple NAT with the Silverback ASP-issued Phone Adaptor having a private IP address. With this setup, no ports have to be opened up for iTouch to work properly. We take advantage of the simple rules of NAT to keep the Phone Adaptor available at all times. Most of our customers just plug and play because Silverback ASP has designed the service to work behind these simple NATs. Firewall users still can use Silverback ASP service by giving the Phone Adaptor rights to access certain ports on the Internet. These port ranges are 5060-5063 UDP, 69-69 UDP, and 10,000-20,000 UDP.
23. What routers manufactures are supported?
Belkin, D-Link, Linksys, Microsoft wired bay station, Netgear, Netopio, SMC Barridcade, Sonicwall, Speedstream.
24. Can I use my iTouch when I travel?
Absolutely. You can take and use your iTouch service wherever you travel as long as you have a high-speed Internet connection.
25. Does the person I am calling need to have a iTouch by Silverback ASP as well?
No, you can call anyone you like. Just like you currently do.
26. My package arrived damaged, what should I do?
If you receive a package that is visibly damaged, please note the damage on the carrier's freight bill or receipt. Be sure to obtain a copy. Keep the original carton, all packing materials and parts intact and contact Silverback ASP's Customer Care department immediately. Warranty coverage varies depending on the type of device that you choose. Please refer to the Silverback ASP warranty materials included in the packaging of your device(s). Of course, if the damage is covered, Silverback ASP will replace your equipment so you can begin using our services as quickly as possible.
27. What are the International dialing rates? Please refer to your Customer Guide or our web site at www.silverbackasp.com
