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Time Warner Cable Time Warner Cable Desert Cities
10450 Pacific Center Court 41-725 Cook Street
San Diego, CA 92121 Palm Desert, CA 92211
Customer Service:
Technical Support, Sales and Billing: 866-489-2249
Fiber Technical Support: 888-742-4948
Time Warner Business Class is a service of Time Warner Cable
Customer Reference Guide
WO R L D CL A SS C US TOMER CARE
Thank you for choosing Time Warner Cable Business Class for your information
needs. This reference guide is designed to answer questions you may have about
your new Time Warner Cable Business Class services. From general information
to troubleshooting FAQs, this reference guide is a convenient resource.
If you have any questions or would like additional information about your
services, our local customer service telephone numbers are listed on the Table
of Contents page.
We look forward to having you as part of our Time Warner Cable Business Class
team for many years to come.
Sincerely,
Cyrus Driver,
Vice President Commercial Services
WO R L D CL A SS C US TOMER CARE
Ta b l e o f C o n T e n T S
Products
Metro Ethernet Solutions ..................... 1
Broadband Access ................................... 3
Dedicated Internet Access ................... 5
Static IP ........................................................ 7
Video & Music Services .......................... 9
Web Hosting ............................................ 11
Domain Name Services ....................... 13
Personal Security Suite ........................ 15
Managed Storage .................................. 17
E-mail Solutions ..................................... 19
Business Scalability ............................... 21
Business Continuity .............................. 22
Fiber-Based Services FAQ ................... 23
Customer Service
Troubleshooting FAQ ........................... 25
Bill Payment Options ............................ 26
Your Statement ...................................... 27
Hours of Operation ............................... 28
Dial Access ............................................... 29
Static IP ...................................................... 30
Web Hosting ............................................ 31
Personal Security Suite ........................ 32
Managed Storage .................................. 33
E-mail Solutions ..................................... 34
Service and Payment Centers ........... 36
Customer Service
Technical Support, Sales and Billing: 866-489-2249
Fiber Technical Support: 888-742-4948
on the Web
www.timewarnerbusinessclass.com
Metro
Ethernet Solutions
ETHERNET CoNNECTiviTy
for Business
Boundless and scalable bandwidth capability, service level agreements (SLAs), and > Point-to-Point Connectivity
a reliable fiber-optic network infrastructure – these are necessities for enterprise Dedicated interconnectivity
organizations that are deploying data-centric enterprise applications, such as video, between two facilities
distance learning, videoconferencing, and CRM, as well as mainstream servers and
applications that enable block-based storage traffic for data backup. > Point-to-Multipoint Connectivity
High-capacity connections
That’s why Time Warner Cable Business Class offers Metro Ethernet Solutions designed between one site and multiple
specifically for enterprise organizations that need ample bandwidth across the network. additional sites
This suite of optional network configurations includes point-to-point connectivity, point-
> Multipoint Connectivity
to-multipoint connectivity and multipoint connectivity to meet the unique – and changing
High-bandwidth connections
– requirements of your business. Increase productivity with LAN-to-LAN collaborative
between multiple sites
applications and enhance computing connectivity at various remote offices. In addition,
because these options utilize the Layer 2 Ethernet protocol, you can leverage your existing IT > Teleworker Aggregation
expertise and eliminate the need for training or additional technical resources. Reliable data connectivity
or teleworkers into
Time Warner Cable Business Class offers a comprehensive suite of data, security, and video corporate resources
communications solutions. Contact your local Time Warner Cable office for a consultation
on how to best meet your business communications requirements. > SLAs
Ensuring high performance
with advanced network
monitoring tools
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Metro
Ethernet Solutions
benefits > Time Warner Cable metro fiber > Scalable bandwidth up to > Flexible pricing (flat rate or
optic networks and regional rings 10 Gbps* usage based)
enable superior performance
> Lower your total cost of > Simple customer management
> Local, dedicated account ownership (TCO) by reducing of proven Ethernet technology
management for a single point capital outlay on routers,
of contact switches and hardware
> Layer 2 transmission and
performance advantages
with Ethernet services
features > Metro Ethernet communications > Robust SLAs for availability, > Performance monitoring tools
services conforming to industry latency/repair, packet loss and to validate the uptime of mission
IEEE 802.3 standards mean-time-to-repair (MTTR) critical operations
> Scalable bandwidth and minimal > End-to-end network monitoring > Dedicated customer support
disruption for businesses to ensure reliable operations 24 x 7 for any questions
that anticipate increased National Presence
bandwidth needs
national
Presence
Services are not necessarily
available throughout the shaded
areas. Services are available only in
the indicated metropolitan areas of
the shaded states.
* Not all configurations available
in all markets. Please contact
a Time Warner Cable Account
Representative for a consultation.
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Broadband Access
BRoADBAND ACCESS CUSToMiZED
for Your Business
With the universal nature of Internet service packages, the ability to customize > Scalable service levels
transmission speed provides the opportunity to minimize costs. Thanks to Time Warner
Cable Business Class Access providing multiple service tiers, you now have the flexibility > Quick and easy installation
to select the optimal bandwidth to meet your business requirements – and the agility to
> High-capacity data
change service tiers as needed.
transmission and receipt
Offering a range of bandwidth speeds on Time Warner Cable’s Hybrid Fiber Coax network,
> Always-on Internet access
Time Warner Cable Business Class delivers the performance and reliability every business
needs. Whichever service tier you select – and no matter what size your organization is > Ability to integrate
– you’ll have the backing of our professional consultants and technical support staff to
firewall and static IP
ensure you get the most out of your investment. And for added value, you have the option
of including an integrated firewall and a static IP address designation.
Time Warner Cable Business Class offers a comprehensive suite of data, security, and video
communications solutions. Contact your local Time Warner Cable office for a consultation
on how to best meet your business communications requirements.
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Broadband Access
benefits > Always-on Internet access > Power several workstations > Quick and easy installation
with a single Internet connection
> Ability to customize
transmission speed based > Large capacity for instant
on business requirements downloads and transmissions
features > Tiered service levels
> Broadband infrastructure
> Scalable capacity
WInDoWS MaCInToSH
Minimum
Operating System > Windows® 98 / 2000 / ME > OS X 10.2 and above
System
Requirements Processor > Pentium-class 450 MHz > PowerPC Processor
(800 MHz or greater recommended) (G3 recommended)
Memory (RAM) > 128 MB (256 MB recommended) > 32 MB physical RAM with
Virtual Memory set to at least 40 MB
(64 MB recommended)
Free Hard Drive Space > 110 MB (150 MB recommended) > 300 MB (500 MB recommended)
> 300 MB (500 MB recommended)
Networking Capability > Ethernet card with RJ45 connector, or > Ethernet card with RJ45 connector,
Open slot and free compatible IRQ, or Open slot, or USB Port (Best Effort)
Open USB port
Browser > Internet Explorer 5.x > Internet Explorer 5.x, Safari 1.x
(Internet Explorer 6.x recommended)
Other > CD-ROM drive required, sound card and > CD-ROM drive required, sound card and
speakers recommended, SVGA or XGA speakers recommended, 16-bit color
graphics card recommended required – 32-bit recommended
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Dedicated
Internet Access
DEDiCATED iNTERNET CoNNECTiviTy
for Secure Business Operations
For organizations with multiple branch offices or a large number of telecommuting > Dedicated Connectivity
employees, reliable, secure online Internet connectivity is critical. Dedicated Internet continuous connectivity
Access from Time Warner Cable Business Class provides that connectivity on a high- between your LAN and
capacity fiber network that can deliver a dedicated and continuous link between your the Internet
local area network (LAN) and the Internet. In fact, because our network is based on
the same Ethernet protocol used for LAN connectivity, you can leverage your existing > Flexible Bandwidth Options
technical expertise without incurring costs to train your IT staff. speeds ranging from
1 Mbps to 10 Gbps
Additionally, we understand that every organization has unique communication needs;
that’s why we offer connectivity speeds ranging from 1 Mbps to 10 Gbps – so you get > SLAs
the exact bandwidth that matches your specific business requirements. And, we provide stringent service level
Service Level Agreements to ensure high performance and availability for your mission-
agreements and advanced
critical operations.
monitoring tools to ensure
Time Warner Cable Business Class offers a comprehensive suite of data, security, and high performance
video communications solutions. Contact your local Time Warner Cable office for a
consultation on how to best meet your business communications requirements.
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Dedicated
Internet Access
benefits > High-bandwidth, dedicated > Reliable, secure connectivity > Scalable bandwidth from
access using optical fiber 1 Mbps to over 10 Gbps*
> Dedicated local account
technology
management, providing a > A network infrastructure that
> Range of bandwidth options and single point of contact exceeds business demands
variety of connectivity choices. for network availability
and performance
features > Dedicated Internet Access over > High performance monitoring > Dedicated 24 x 7 customer
the Time Warner Cable fiber tools to validate the uptime support to address any
network of the dedicated Internet questions
connection
> Extensive Time Warner Cable
metro fiber networks
national
Presence
Services are not necessarily
available throughout the shaded
areas. Services are available only in
the indicated metropolitan areas of
the shaded states.
* Not all configurations available
in all markets. Please contact
a Time Warner Cable Account
Representative for a consultation.
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Static IP
Maintain a CoNSiSTENT WEB PRESENCE
When your company establishes a recognizable Web presence, it’s important to maintain > Recognizable Web presence
that identity so customers and prospects can easily find your site. Time Warner Cable
> Simplified ability of customers
Business Class Static IP ensures that consistency by providing your organization with an
to locate your site
IP address designation that always remains the same – regardless of whether outside
designations change. With Static IP, you’ll never have to worry about alerting end users > Static IP address designation
to new addresses. And, you’ll have uninterrupted contact with clients and partners –
all delivered over the reliable Time Warner Cable network. > Uninterrupted contact
with clients and partners
Time Warner Cable Business Class offers a comprehensive suite of data, security, and
video communications solutions. Contact your local Time Warner Cable office for a
consultation on how to best meet your business communications requirements.
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Static IP
benefits > Ability to host e-mail and > Ability to enable business > Assurance that customers and
website in house partners to access systems prospects can always locate your
maintained in house business on the web
> Ability to remotely access files
residing on office computers
features > Multiple Ethernet ports > Virtual Private Network (VPN), > Network Address Translation
including accelerated IPSec (NAT)
> Plug and play Dynamic Host
capabilities in some equipment
Configuration Protocol > Port Address Translation (PAT)
(DHCP) services > Integrated firewall
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Video & Music
Services
NEWS AND ENTERTAiNMENT
No matter what type of business you’re operating, offering news and entertainment to > Around-the-clock access to
customers gives your organization the opportunity to provide a value-added service news and entertainment
Regardless of the environment – from sports bars to hotels, from corporate office lobbies
> A variety of programming options
to restaurants, from doctors’ offices to retail stores – customers and employees want
real-time access to information on world events and local news. Time Warner Cable > CD-quality music
Video & Music Services give you the tools to meet that demand.
> Increased customer satisfaction
With Time Warner Cable Video & Music Services, you have a variety of programming
options available – news channels, financial channels, sports channels, family channels,
even CD-quality music. Reflect customer preferences by choosing one or all of these
categories and customize the news and information in your business environment.
Programming tailored to your customer base enhances your customer’s experience
– fostering customer loyalty.
Time Warner Cable Business Class offers a comprehensive suite of data, security, and
video communications solutions. Contact your local Time Warner Cable office for a
consultation on how to best meet your business communications requirements.
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Video & Music
Services
benefits > Value-added service > Employees get real-time access > Enhancement of customer loyalty
for customers to information
> Variety of programming options
> Up-to-the-minute world and local news
features Service PlanS
Basic Cable Includes local affiliate broadcast networks and
community access channels.
Standard Cable Offers a variety of programming with more than > Sports channels including ESPN, ESPN-2,
77 channels. In addition to all of the Basic Service ESPN Classic, FOX Sports, and the
channels, Standard Cable delivers the following: Golf Channel
> 24-hour news, information, and financial > Family entertainment including ABC Family,
channels such as CNN, CNNfn, MSNBC, Animal Planet, TV Land, The Discovery
CNBC, C-SPAN, FOX News Channel, Channel, The Learning Channel (TLC),
and Court TV National Geographic, and the
History Channel
> Children’s programming favorites like
Nickelodeon, the Cartoon Network,
and The Disney Channel
Digital Cable Offers over 300 channels of Kids & Family, Digital Music delivers over 45 channels of
Lifestyle, News and Information, Sports, and commercial free music 24 x 7 from the TV screen.
Entertainment programming.
Private Viewing Enables businesses such as hotels, country clubs, Options include movie and sports channels and
etc. to offer in-room programming for clients. on-demand programming.
High Definition Delivers High Definition quality programming for Programming such as HBO HD, Showtime HD,
establishments with HDTV sets; programming Discovery HD Theater, Fox Sports HD (selected
includes both High Definition and Digital sporting events), and TNT HD.
Music Choice Delivers over 40 Channels of commercial-free, atmosphere for any environment.
digital-quality music, setting the tone and
Optional Programming is also available and includes live sports channels and international programs.
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Web Hosting
oPEN foR BUSiNESS – on the Web
Increased accessibility to target audiences, 24 x 7 operations, simplified information > Cost-effective website
sharing – these are just a few benefits that a Web presence brings to businesses of all set up and maintenance
sizes. Time Warner Cable Business Class can cost-effectively establish and maintain your
company’s Web presence, enabling you to satisfy the ever-present customer demand for > Enhancement of
Internet access to your business. And because we customize our Web Hosting solution to existing website
each organization, you get exactly what you need – no less and no more, so you are not
incurring any unnecessary expenses. > Increased customer
satisfaction via Internet
Whether your business is just starting to build a website or is ready to enhance existing access to your business
website capabilities, Time Warner Cable Business Class can deliver the right solution over
our reliable network. We’ll work directly with you to help you choose the features that fit > Customizable solutions
your Internet strategy – based on the amount of webspace your site requires, the amount
of traffic you expect, and your existing platform. With our Web Hosting solution, managing
> Direct consultation to
your company’s website and services has never been easier. align solution with your
Internet strategy
Time Warner Cable Business Class offers a comprehensive suite of data, security, and video
communications solutions. Contact your local Time Warner Cable office for a consultation
on how to best meet your business communications requirements.
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Web Hosting
benefits > Ability to choose a Web Hosting package > Create and publish your website within minutes > Ability to customize with value-added features
designed for your business such as domain name e-mail addresses and
> Unlimited, secure access for site maintenance added functionality, such as eCommerce
> The convenience of all-in-one billing with your
broadband service > Support for multiple platforms
Easy Website Wizard is available with all Web Hosting Service Plans. This tool offers over 100 design templates and a number of creative features to guide you in
features creating your business website.
Service PlanS U n i X F e at U r e S W i n d o W S ® 2 0 0 0 F e at U r e S
Select ➣ 30 GB data transfer/month ➣ 30 GB data transfer/month
➣ 750 MB storage ➣ 750 MB storage
For businesses with a basic website
Special features:
➣ Audio and video streaming support
Professional ➣ 60 GB data transfer/month ➣ 60 GB data transfer/month
➣ 1.5 GB storage ➣ 1.5 GB storage
For businesses requiring more advanced website
Special features: Special features:
functionality
➣ Audio and video streaming support ➣ Audio and video streaming support
➣ Access to MySQL™ database server and utilities
Premier ➣ 100 GB data transfer/month ➣ 100 GB data transfer/month
➣ 3 GB storage ➣ 3 GB storage
For larger, sophisticated websites utilizing
advanced scripts and applications Special features: Special features:
➣ Audio and video streaming support ➣ Audio and video streaming support
➣ Access to MySQL™ database server and utilities ➣ Access to SQL™ 7.0 database server and utilities
High Volume ➣ 200 GB data transfer/month ➣ 200 GB data transfer/month
➣ 4 GB storage ➣ 4 GB storage
High traffic sites need higher transfer rates.
The High Volume plan is also recommended for Special features: Special features:
websites that will be using advanced scripts, ➣ Audio and video streaming support ➣ Audio and video streaming support
applications, and database utilities. ➣ Access to MySQL™ database server and utilities ➣ Access to SQL™ database server and utilities
In addition to our Web Hosting Service Plans, Time Warner Cable Business Class offers a one-stop solution for your online business – from product catalogs to
eCommerce transaction processing. We’ll help you choose the service mix that is right for your ecommerce strategy.
UniX PlanS UniX or WindoWS® 20 0 0 PlanS oPtional ServiceS
> Time Warner Cable Business Class Shop Select > Time Warner Cable Business Class Shop Premier > Drop-Ship: automatically forwards purchases by
for sales of up to 15 items. for sales of an unlimited number of items. SKU to your supplier or warehouse.
Includes built-in credit card processing for
> Time Warner Cable Business Class Shop real-time transactions. > QuickBooks® Link: automatically logs transactions
Professional for sales of up to 100 items. into accounting via seamless connection between
Mercantec® SoftCart® web-commerce software
and Intuit® QuickBooks®.
> Merchant Payment Center: provides account
setup and gateway for online credit card payment
acceptance and authorization.
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Domain Name
Services
BUilDiNg A WEB PRESENCE
The ability for customers and prospects to find your business on the Web is crucial to > Domain Registration
meeting your organization’s mission. Time Warner Cable Business Class Domain Name
> DNS Management
Services (DNS) include fast, comprehensive searches of desired domain names and the
subsequent registration of available choices – enabling you to strengthen your company’s > Domain Parking
image with a name that reflects your business. Once your organization’s domain name is
established, registering additional domain names is simple. > DNS Entry
For more advanced domain name control, Time Warner Cable Business Class offers > MX Entry
Domain Parking, which enables multiple domain names to function as one – further
enhancing your company’s Web presence. We also allow unlimited, hands-on updates of
IP designations for complex Web/e-mail/FTP configurations. Time Warner Cable Business
Class professionals are ready to partner with you to build a lasting, identifiable Web
presence for your organization – extending your reach to customers and prospects.
Time Warner Cable Business Class offers a comprehensive suite of data, security, and
video communications solutions. Contact your local Time Warner Cable office for a
consultation on how to best meet your business communications requirements.
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Domain Name
Services
Domain Time Warner Cable Business Class researches availability and registers desired domain names so your business can
Registration create a recognizable Internet presence. Domain options include .com, .biz, .info, .net, and .org.
BeneFitS F e at U r e S
> Make it easy for customers to > Easily identify and create a > Take advantage of DNS Self
find your business on the web relevant domain name Management to create and
maintain DNS records
> Establish recognizable web > Access full-featured registration
presence services via a web-based
Domain Name Lookup Utility
> Extend your reach to customers
and prospects > Register additional names easily
> Comprehensive searches > Have charges consolidated
ensure availability of desired with other Time Warner Cable
domain name Business Class solutions
For businesses hosting their own e-mail or website, Time Warner Cable Business Class offers advanced DNS
advanced capabilities. With hourly updates of DNS records and 24 x 7 help desk support, our customers are assured of
accurate, reliable domain name management.
Domain name
Services BeneFitS F e at U r e S
> Easily manage and maintain > DNS Management provides > DNS Entry enables businesses
domain names and IP numbers an extra level of control hosting their own websites to
over complex website, e-mail, resolve domain names and IP
> Transparently roll multiple domain
and FTP configurations. A numbers on our DNS servers.
names to a single name
web-based interface to our
> MX Entry enables businesses
> Independently resolve domain DNS servers enables businesses
hosting their own e-mail to
names and IP numbers to manage up to 10 configura-
resolve domain names and IP
tions with easy, hands-on
> 24 x 7 help desk support numbers on our DNS servers.
maintenance of domain names
and IP numbers.
> Domain Parking transparently
rolls multiple domain names into
a single active domain name
– ideal for businesses undergoing
mergers, renaming, or
virtual ventures.
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Personal
Security Suite
fREE, iNTEgRATED SECURiTy on the Desktop
Spam, pop-ups, viruses, spyware – annoyances that can be fatal to system security when > Free desktop security
perpetrated with malicious intent. For businesses, the threat is magnified when employees
> Dynamically updated
are working remotely. That’s why Time Warner Cable Business Class includes Personal
Security Suite as a standard component of every solution we offer. > Anti-spam and
anti-virus tools
Additional protection for all the computers within your business – offered at no additional
charge. Time Warner Cable Business Class Personal Security Suite provides personal > Personal firewall
firewall protection, pop-up blockers, and anti-spam tools for all your workstations.
Powered by Computer Associates® eTrust™ EZ Armor™, Personal Security Suite is > Scalable to support
dynamically updated, continually protecting your users whether they are working in the all your employees
office or remotely. And because it’s included with any Time Warner Cable Business Class
solution, you’re automatically protected – no action required.
Time Warner Cable Business Class offers a comprehensive suite of data, security, and
video communications solutions. Contact your local Time Warner Cable office for a
consultation on how to best meet your business communications requirements.
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Personal
Security Suite
benefits > No cost to your business > Dynamically updated so
protection is always current
> Proven security for the desktop
> Protects data not running
> Scalable – supports an
on your network
unlimited number of users
features > Personal firewall protection > Certified anti-virus protection > Designed for quick installation
and privacy against intruders (via an e-mail link)
> Enhanced defense against
and hackers
potentially destructive e-mail > Online support
attachments
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Managed Storage
PRoTECTiNg yoUR BUSiNESS against Data Loss
Losing PC data due to disk corruption or hard drive failure can bring your business to a > Automatic, regular backups
SM
screeching halt. With Time Warner Cable Business Class Managed Storage SmartDrive ,
you can securely back up, store, and retrieve important data quickly and easily. There’s no > Designed specifically for PCs
need for additional on-site file servers and no need to worry about how to recover from a
potential PC failure. > Anytime, anywhere access
to critical files
In combination with Time Warner Cable Business Class high-speed Access, SmartDrive
provides automatic, regular backup of selected files. By saving and storing files on a secure > Protection against data loss
remote server, SmartDrive protects your business against data loss and offers anytime,
anywhere access to stored files. Designed specifically for PCs, SmartDrive also enables > Transmission of large files
transmission of large files via URLs, eliminating the need for bulky e-mail attachments. via URL
Time Warner Cable Business Class delivers the peace of mind that comes from knowing
you can always retrieve your data – even after a system failure.
Time Warner Cable Business Class offers a comprehensive suite of data, security, and
video communications solutions. Contact your local Time Warner Cable office for a
consultation on how to best meet your business communications requirements.
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Managed Storage
benefits > Anytime, anywhere access to > Instant transmission of large files > Ability to schedule both
important files via URL, eliminating e-mail delays incremental and complete
backups
> Substantial cost savings by > Ability to configure options
eliminating the need to purchase for automated backup without > Ability for customer administrator
servers or employ file server additional intervention to assign user permission rights
support personnel (“set it and forget it”)
> Quick and easy installation
features > Designed specifically for PCs > Retrieval of backed up data from > Disaster recovery, including
any location with an Internet archival of data to another
> Quick and easy installation
connection remote site
> Storage of critical data on a
> Physical security, including
secure, remote server
firewall and access control,
user authentication, and file
encryption
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E-mail Solutions
REliABlE E-MAil for Your Business
E-mail is essentially the single most important means of communication for business, > Around-the-clock
enabling quick and convenient information exchange. Knowing you can depend on your e-mail access
e-mail to be available around the clock is critical to successful operations. With Time
> Three service levels
Warner Cable Business Class E-mail Solutions, you get the reliability and speed of an
e-mail service that runs on our network – so when on the Time Warner Cable network, > Network bypasses
you bypass Internet traffic and delays. Internet delays
With three levels of service, Time Warner Cable Business Class provides an e-mail solution > Choice of assigned or
that fits your business environment. Choose from Standard POP3 E-mail, in which we existing domain name
assign a domain name to you; Vanity POP3 E-mail, which utilizes your company’s existing
domain name; or Vanity Webmail, which enables you to access your Vanity E-mail account
from any computer connected to the Internet. Whichever level of service you choose, you
can rely on Time Warner Cable Business Class for a powerful E-mail Solution that keeps you
in touch with your employees, suppliers, and customers.
Time Warner Cable Business Class offers a comprehensive suite of data, security, and
video communications solutions. Contact your local Time Warner Cable office for a
consultation on how to best meet your business communications requirements.
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E-mail Solutions
benefits > Reliable e-mail that resides on > Carrier-class systems scaled to > Comprehensive services
the Time Warner Cable network, support millions of customers including automatic reply
bypassing Internet traffic and options and multiple entry
> 24 x 7 help desk support
delays names for a single mailbox
> The convenience of
all-in-one billing
features Service PlanS
Standard POP3 E-mail > Standard Time Warner Cable > A block of five mailboxes,
Business Class domain address with the option to purchase
additional blocks
> 10 MB* capacity per mailbox
Vanity POP3 E-mail > Your business’ domain name > A block of five mailboxes,
address (if you don’t have a with the option to purchase
domain name, Time Warner additional blocks
Cable Business Class also
> 10 MB* capacity per mailbox
offers Domain Name Services)
Vanity Webmail > Your business’ domain > A block of five mailboxes,
name address with the option to purchase
additional blocks
> Access to E-mail from any
Internet connected computer > 10 MB* capacity per mailbox
* Option to purchase additional storage for each mailbox as desired.
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Business Scalability
As with any growing business, your bandwidth needs evolve over time. Buying expensive
T1 lines or traditional private line configurations can be a costly proposition. Why
THE ENTERPRiSE
compromise? With your fiber-based Dedicated Internet Access or Metro Ethernet Solutions, SolUTioNS
you have the ability to dynamically change your bandwidth needs by simply calling your
local Time Warner Cable Business Class representative.
yoU NEED
adjustments Made easy Ethernet services
We understand that your business requires flexible bandwidth solutions. Our fiber-
based network solutions provide you with simple bandwidth scalability — while giving offer tremendous
your users the connection speed they need — without additional telecommunications
installations or expensive equipment upgrades. benefits for
benefits include: enterprises, including
• Economy – Lower your total cost of ownership by reducing capital outlay on
routers, switches, and hardware the ability to quickly
• Flexibility – Bandwidth speeds ranging from 5Mbps to 10Gbps* to support
a wide variety of business applications, including storage applications, server and easily increase
consolidation, and database access
bandwidth to meet
• Scalability – Ability to seamlessly increase your bandwidth over time
ever-growing
We Work With You
Whether you are a growing business requiring more bandwidth or a healthcare application demands.
organization transitioning to electronic health records, contact your local Time Warner
Cable Business Class sales representative and learn how we can address your needs.
SOURCE: Business Communications
Review, “Mitigating Carrier
Ethernet Security Risks,” 2007.
* Not all bandwidth configurations available in all markets.
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Business Continuity
As a valued customer, you understand the importance of investing in bandwidth scalability
and leveraging a reliable and secure network. Now, the same fiber-based technology you
ACHiEvE
depend on for your business solutions can also support your commitment to business BUSiNESS
continuity — protecting your organization from natural and/or man-made disruptions. CoNTiNUiTy
Dependability When You need It Most
We understand that your business requirements do not stop if disaster strikes. Your “…business
essential communications must remain intact. That’s why our local, knowledgeable
professionals work with you to create a business continuity solution that effectively customers can use
leverages your fiber investment. Our network infrastructure bypasses the local
telecommunications access infrastructure, ensuring productivity when you need it most. the service provider’s
business continuity benefits include: access to bypass
• Availability – Leverage our redundant architecture with recursive rings to
provide high-availability and enterprise-grade continuity services completely the
• Scalability – Bandwidth up to 10 Gbps* supported by robust SLAs to ensure
network stability incumbent’s local
Rely on Time Warner Cable business Class telecom access
Time Warner Cable Business Class helps protect your business from disruptions and
downtime since our network infrastructure is physically separate from telecommunications
infrastructure.”
providers’ networks. We deliver a redundant and diverse communications path to ensure
reliable network access for your employees. We keep you online so you can focus on what
matters most — your business.
SOURCE: Current Analysis, “Company
Assessment: Time Warner
Cable Business Services,” 2006.
* Not all bandwidth configurations available in all markets.
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Fiber-Based Services
FAQ
Q: i would like to increase my bandwidth capabilities. How do i do this?
A: Our Metro Ethernet Solutions provide scalable bandwidth options up to 10 Gbps*. Unlike legacy technologies, our
modern Metro Ethernet architecture supports bandwidth enhancements — sidestepping the need for costly upgrades.
Please contact your Time Warner Cable Business Class account representative to discuss your bandwidth needs.
Q: Do you provide bandwidth usage graphs?
A: Yes. We offer this free-of-charge performance monitoring service through our Web access portal http://boss.rr.com.
Please contact your account representative to request an access code and login instructions for this service.
Q: What performance monitoring tools are included with my Metro Ethernet Solutions service?
A: Our solutions include tools that monitor bandwidth/utilization, latency, availability, and packet loss. We offer
performance monitoring through our Web access portal http://boss.rr.com. Please contact your account representative
to request an access code and login instructions for this service.
Q: Do you offer Service level Agreements for Metro Ethernet Solutions?
A: Yes. Our Metro Ethernet Solutions are covered by a Service Level Agreement (SLA). For specific information regarding
your current SLA, please contact your account representative.
Q: Do you offer BgP routing support as part of your Dedicated internet Access?
A: Yes. We offer BGP routing support for our Dedicated Internet Access customers. We provide direct BGP peering for
customers who have been assigned their own Autonomous System Number. We can also provide BGP “proxy” services
for customers that have their own IP space but do not wish to, or have the capability to, run BGP on their own. BGP
proxy services are only available to customers that are single homed to Time Warner Cable. Contact your account
representative for more information.
* Not all bandwidth configurations available in all markets.
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Fiber-Based Services
FAQ
Q: Could you tell me about Time Warner Cable Business Class’ certifications?
A: Our Metro Ethernet Solutions are Metro Ethernet Forum (MEF) certified. MEF certification ensures compliance with all
current industry standards for carrier class Ethernet delivery. More information on the MEF standards can be found at
http://www.metroethernetforum.org.
Q: Are Metro Ethernet Solutions compatible with new network technologies?
A: Yes. Metro Ethernet Solutions interface seamlessly with emerging IP-based technologies, allowing customers to run the
latest IP applications between multiple points on their networks.
Q: My business just opened a new office location. How do i add this office to my current Metro Ethernet Solution?
A: The first step is to set up a network consultation with your account representative. Your representative will explain our
solutions, which include Metro Ethernet Solutions, Dedicated Internet Access, and transparent Local Area Network (LAN)
services (Point-to-Point, Point-to-Multipoint, and Multipoint-to-Multipoint) for private line branch office connectivity.
Q: Can Dedicated internet Access and Metro Ethernet Solutions be bundled?
A: Yes. You can leverage the ubiquity of Ethernet technology for our fiber-based Dedicated Internet Access and Metro
Ethernet Solutions. Please contact your account representative to find out how your organization could benefit from a
converged solution.
Q: How do i contact technical support?
A: A dedicated technical support number has been provided to ensure you have the support you need: 888-742-4948.
If you need additional assistance, contact your account representative.
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Troubleshooting FAQ
Contact Information for Technical Support 866-489-2249
Our Customer Care Site at http://help.twcbc.com can provide you with information regarding all Time
Warner Cable Business Class products.
You can start a Live Chat at http://help.twcbc.com with a technical support representative for immediate
answers to your technical questions.
Sales and billing Support
If you have questions about billing or would like to upgrade your service, please contact 1-866-489-2249.
Security Our Customer Care
1. Is Time Warner Cable Business Class secure?
2. Can other cable modem users see the data I send and receive? Site can provide
Security should be a concern for all Internet users and Time Warner Cable Business Class has responded
to the challenges faced everyday by offering Personal Security Suite at no charge to our customers. The
you with information
Personal Security Suite offers protection for every computer in your company and helps keep your data
safe – even when employees work remotely. regarding all Time
You should always be careful when sending sensitive information over an Internet connection...cable, Warner Cable
dial-up or otherwise. Your web browser’s documentation has more information about how you can use
encryption to maximize data security. Business Class
Maintenance outages products.
To provide the highest quality of service, our technicians must periodically test and occasionally repair
cable equipment Cable repair may cause a temporary loss of service to a neighborhood. This repair
work is usually conducted in the early morning hours, to minimize the inconvenience to our customers.
If you experience an outage and call our Customer Service Department, you will be informed whether
this outage is related to our maintenance program or whether it is a newly reported service problem. In
either case, we will be working as quickly as possible to restore service.
Please Call before You Dig
It is important to call DIGALERT (1-800-227-2600) before you dig for assistance in locating cable and
other underground utility lines. Visit their web site for further information. www.digalert.org
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Bill Payment Options
Payment options
PayXpress
Pay your bill online with PayXpress, a convenient,
FREE service from Time Warner Cable. It’s quick and
simple. Just visit www.twcsd.com and click on Pay your Bill...
(under Customer Service) and select PayXpress to register! There,
you can pay your bill, view your statement, and even schedule
recurring bill payments – so you never have to be concerned about
remembering due dates, writing out checks, buying stamps or
going to the post office.
Time Warner Cable
Pay by Mail
offers several
Or you can still pay your bill by mail using the return envelope
included with your monthly statement. If you have misplaced your
convenient ways to
return envelope or bill stub, simply mail your bill payment to the
following address:
pay your bill. Choose
Time Warner Cable
PO Box 29390 the one that works
Phoenix, AZ 85038-9390
When paying by mail, please use a check or money order, payable best for you.
to Time Warner Cable. Make sure your account number is on your
check or money order. For your security, please avoid sending cash
through the mail.
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Your Statement
Your first and future bills Important notices
About one week after installation you When you receive your statement, be
should expect your first bill. Please check sure to look at the other information
it carefully to be sure that your name and enclosed. Among the insertions could
address are correct, and the equipment be special offers and discounts,
and service you requested are accurate. Messages newsletter, important notices,
Future bills will be sent on the same programming highlights, channel
approximate date each month. If you changes, and other information.
have any questions about your bill please
contact an Account Management
Your Statement at a Glance
Representative at 866-489-2249,
8 a.m. – 8 p.m. Monday through Saturday. 1 Your charges, payments and
credits for this bill.
billing Policy 2 Details of transactions during
this billing period.
Time Warner Cable bills in advance,
therefore any change to your service 3 Payment coupon for your convenience.
made during the month, will be reflected Simply tear it off and mail.
on the next month’s statement. This Be sure our address shows in
4
may occur if you add or remove service the return envelope window.
or equipment in the middle of a billing
period. Payments received on or before 5 You’ll find special events, news,
the Date Due on your statement will promotions and savings opportunities.
ensure uninterrupted service. Payments 6 How to reach us.
that are not received by the due date
are subject to a Late Fee of $4.25. 7 All Customer Service information.
8 Payment options.
Your Monthly Statement
It’s important to check your statement
each month to be sure your address,
phone number, account number and
Account Details are correct. If you
believe there is a billing error you must
notify us within 30 days of receipt of
the statement. Late charges will be
applied after seventeen days past the
previous month’s delinquent dates.
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Time Warner Cable
Customer Service
notice To all Time Warner Cable Customers Installation Time frames
The California Legislature requires us to establish certain customer Mornings: 7:30 a.m. - 9:30 a.m.
service standards and notify you of those standards upon installation 8:30 a.m. - 10:30 a.m.
and on an annual basis thereafter. Time Warner Cable is dedicated 9:30 a.m. - 11:30 a.m.
to providing its customers with a consistently high level of service. 10:30 a.m. - 12:30 p.m.
Listed below are customer service standards we pledge to provide. afternoons: 11:30 p.m. - 1:30 p.m.
12:30 p.m. - 2:30 p.m.
1:30 p.m. - 3:30 p.m.
Installations, outages and Service Calls 2:30 p.m. - 4:30 p.m.
Time Warner Cable maintains an after-hours outage detection evenings: 3:30 p.m. - 5:30 p.m.
system with standby technicians available 24 hours-a-day, seven 4:30 p.m. - 6:30 p.m.
days-a-week. Excluding those situations beyond our control, we will
respond to service interruptions promptly, usually within one hour.
Other service problems will be responded to within 36 hours during Repair Time frames
the normal work week, unless a later date is requested. In the event Mornings: 7:30 a.m. - 9:30 a.m.
of complete failure of service for a continuous period of 24 hours 8:30 a.m. - 10:30 a.m.
or longer, you will receive, upon request, a prorated adjustment to 10:30 a.m. - 12:30 a.m.
your monthly fee. The request for credit should be made within three 11:30 a.m. - 12:30 p.m.
days of the outage. We will complete requests for the installation of
afternoons: 12:30 p.m. - 2:30 p.m.
cable television service within seven business days unless a later date
2:30 p.m.- 4:30 p.m.
is requested. Requests for custom wiring may require added time
for scheduling. We will provide the following appointment-window evenings: 4:30 p.m. - 6:30 p.m.
alternatives for installations, and other installation activities:
Dedicated Access and Fiber Customer If we fail to arrive for an installation within the appointment
please call 888-742-4948 for service related issues window selected, the installation is free. If we fail to arrive for
a service call within the scheduled appointment window, the
customer receives a $20 credit to his/her account upon request.
If at any time an installer or technician is running late, we will
attempt to contact the customer. Clearly marked vehicles and
uniforms provide easy identification of Time Warner Cable Field
Employees. Photo IDs are provided upon request.
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Dial Access
With Dial Access, you can stay connected when you are traveling The pop-up windows that follow will guide you through the
and away from your high-speed connection. Simply dial in to one of actual download of the program. Some of these windows are
our local access numbers, and you can send and receive important detailed below:
business e-mail from your Time Warner Cable Business Class account 4. Welcome Window: Click on the Next button.
while you’re away from the office.
5. Choose Destination Location Window: Click on the Next button.
Dial access features: 6. Click on the OK button to restart your computer. The dialer
• Local access numbers nationwide installation will then be complete. Enter the required information
• Easy-to-install software into the fields on the remaining pop-up boxes.
• Transfer data in a snap
7. Time Warner Cable Business Class Dial Access Setup Wizard
• View Web pages instantly
Window: Click the Next button.
• Unlimited usage
• Easy account management 8. Setup Wizard Window: Click on the Yes button. The Dial Settings
will display.
Getting Started 9. Dial Settings Window: Click the Next button. The Dial Access
Business Class Dialer will launch automatically.
To use Dial Access, your company administrator must first set up an
account for you. After setup, an e-mail containing your username and
The Dial Access desktop icon is DiA. To access your Dial Access
password will be sent to each user. If you did not receive this e-mail,
account, click on the DiA icon.
contact your company administrator.
Note: When customizing your General Settings, there will be an
Downloading Dial access
option titled “Launch Business Class Dialer on Startup.” When this
Once the account is established, you will need to download setting is checked, the Time Warner Cable Business Class dialer will
the dialer. launch automatically when your computer starts up. Disable this
setting so your high-speed connection is always the default.
1. Open an Internet browser and go to http://dialaccess.twcbc.com.
2. To download the dialer, click on the word Here on the main page Note: If you only have one Dial Access username and password for
or Download on the top menu bar. your business, you cannot log in if someone else is currently logged
in with the same username and password.
3. Select the appropriate dialer for your operating system from
the three types of dialers that are available: Windows, Mac 9.x,
and Mac 10. Still need Help?
Note: It is recommended that you close all Windows programs Technical Support: 866-489-2249
prior to installation. The installation will require a reboot of your Dedicated Access/Fiber customers: 888-742-4948
computer.
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Static IP
A Static IP lets you take control of your company’s Internet usage by hosting your
e-mail server, domain names, FTP server, and virtual private network (VPN). You can
issue private IP addresses to employees, simplifying Internet and e-mail management.
In addition, clients and vendors can access your server from any remote location.
Static IP features:
• Permanent IP address
• Greater network security
Getting Started Take control of your
To connect with your Static IP, refer to your installation sheet in your Static IP
information, and have your TCP/IP address handy. If you did not receive your company’s Internet
installation sheet or your TCP/IP address, please contact technical support.
usage by hosting your
Here is an example of how to configure your TCP/IP settings for Windows XP and
Windows 2000 platforms: e-mail server, domain
1. Click your right mouse button on the My Network Places desktop icon and select names, FTP server,
Properties from the menu that appears.
2. In the window titled Network and Dial-up Connections, right-click on Local Area and virtual private
Connection and select Properties from the menu that appears.
3. A window titled Local Area Connection Properties will now appear. Select Internet
network.
Protocol (TCP/IP) and enter your TCP/IP information.
Still need Help?
Technical Support: 866-489-2249
Dedicated Access/Fiber customers: 888-742-4948
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Web Hosting
Time Warner Cable Business Class offers a wide range of hosting options. 5. Change your home page. This is the file named “index.html” in your
Basic plans are appropriate for businesses with standard websites, while account. Use an FTP program to access your site, unless you requested
higher-level plans feature advanced functionality and applications. Microsoft® FrontPage® server extensions. If so, be sure you only use
E-commerce packages are available for conducting online transactions. FrontPage to access your account; do not use an FTP program as you may
You can also register and manage domain names for your business, corrupt your server extensions.
quickly and easily. 6. Wait for your domain name to propagate. It typically takes three to seven
days for Internet service providers to update their name servers with your
Web Hosting features: new domain name information. After your domain name propagates,
• Prompt Help Desk support • Unlimited Site updates people will be able to visit your website and send you e-mail.
• 24-hour account setup • Site traffic reports
• Simple site editing • State-of-the-art security
adding Domain names To Your account
Getting Started With Web Hosting, you can use Domain Manager to add domain names to
your account. (Note: Fees apply for registering additional domain names.)
1. Access your control panel. Go to http://[your domain name]/stats/,
where [your domain name] is either the IP address of your server or the 1. Click the Domain Manager link in your control panel. From here you may
domain name you have selected for your website. Enter your username view and manage registered domain names for your account.
and password provided in the e-mail you received. If you did not
receive this e-mail, contact your local Time Warner Cable Business Class 2. Click the –Choose action– pull down under Actions to either edit contact
account representative. information, nameservers, or to renew/cancel the domain. To add more
domain names, continue following the instructions below.
2. Change your password. Click on the Change Password link in your
control panel. 3. Click the Register new link at the top of the Domain Manager.
3. Choose a stats program. Click on the Choose Stats Program link in 4. Enter the new domain names in the fields provided. (Note: Domain names
your control panel under Account Usage. A stats program gives you must be available for registration.)
detailed information about who is visiting your site. We recommend 5. Select the term length in years for the registration.
you choose Urchin. 6. Click Register. The application displays a summary list.
4. Set up your e-mail accounts, if you have included them with your 7. Review the summary list, and if all information is correct, click Accept.
Web Hosting package. Click on the Manage link under E-mail in your The application displays a confirmation message and sends you an e-mail
control panel. You can set up POP accounts within the e-mail section of notification.
your control panel. Your username for your administrator account for
e-mail is different than the one for your website. As a standard, all mail Note: Create and finalize your website with site-building software such as
administrator accounts have the username of admin@yourdomain. Microsoft FrontPage. Until that time, your website will simply say “Under
com and a previously provided, temporary password. Construction.”
It is important to change your password immediately. To do this, simply
login to the e-mail tool with the username and password provided Still need Help?
in the e-mail you received, and under the heading Accounts click on
Modify. Enter the administrator account name and click the Lookup Technical Support: 866-489-2249
Account button. Once the account information is populated, enter the Dedicated Access/Fiber customers: 888-742-4948
new password and click the Modify Account button.
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Personal
Security Suite
The Time Warner Cable Business Class Personal Security Suite is designed to protect
your individual desktop computers from viruses, destructive e-mail attachments, and
illegal monitoring. Powered by Computer Associates® eTrust™ EZ Armor™, the suite
includes anti-spam, anti-virus, firewall, and pop-up blocker. Personal Security Suite
is also dynamically updated, adding the latest virus definitions and protecting your
employees’ PCs with the most up-to-date software possible.
Personal Security Suite features:
• Personal firewall protection
• Certified anti-virus protection
• Expandable coverage, supporting any number of computers
• Dynamic updates Protect your individual
• Protection for remote users outside your company’s network
• Easy installation desktop computers
Getting Started from viruses,
1. Open an Internet browser and go to https://pss.twcbc.com
2. Click on Registration in the menu bar at the top, fill out the form, and click Confirm.
destructive e-mail
Subscribers who successfully register will receive a welcome e-mail with download
instructions, sent to the e-mail account that was used during registration. attachments, and
3. Following the instructions you received in the welcome e-mail, download and install
eTrust™ EZ Armor™. illegal monitoring.
Still need Help?
Technical Support: 866-489-2249
Dedicated Access/Fiber customers: 888-742-4948
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Managed Storage
With Managed Storage (SmartDrive), your critical files are stored on a If you ever miss a backup because your computer was turned off or not
secure, remote server and automatically backed up on a regular basis. connected to the Internet during a scheduled session, Managed Storage
You can retrieve your files anytime, anywhere, by simply entering a URL will back up your files automatically at the next opportunity.
and secure password. In addition, you can share extra-large files without
clogging up your e-mail server. If you ever need to access the files stored in your Managed Storage
account because your computer experiences a data loss, you lose your
Managed Storage features: laptop, or your hard drive crashes, simply log on to Managed Storage at
• Safe, off-site storage • Easy transmission of extra-large files smartdrive.twcbc.com from any computer. Enter your username, password,
• Secure file sending and sharing • Automatic backups and domain. Your files will be there and you’ll be able to keep working!
• Remote file access
Sending extra-large files (WhaleMail)
Managed Storage allows you to send files of any size directly from your
Getting Started Managed Storage account to anyone with an e-mail address.
1. Close out all open programs as if you were preparing to shut down your
computer. 1. Select the files you would like to send by clicking on the box next to
each file’s icon, then click the Send File button.
2. Go to http://smartdrive.twcbc.com and enter the username, password,
and domain provided in the e-mail you received. (If you do not receive 2. In the Send Files screen, you may enter your recipient’s e-mail address,
this e-mail, contact your local Time Warner Cable Business Class account customize the subject line, and add a note.
representative.) Click on the Secure Login button to ensure that your 3. After you have finished customizing your message, click Send Files.
login is 128-bit encrypted.
4. When a file is sent successfully, you will see a confirmation screen. Please
3. Choose Download SmartDrive Backup from the menu found on the far note the warning in red. Do not move, rename, or delete a file until it is
left of your Home Directory screen. successfully downloaded by your recipient.
4. Follow the prompts to download and install the program on your 5. Your recipient will receive an e-mail notification that the file has been
computer. sent. He or she can then click on the hyperlink to be taken to a page
5. When you reach the final install screen, you will be asked whether you where the file(s) you sent may be downloaded.
would like to launch the program. Choose Yes. 6. You can verify that a recipient has downloaded the file(s) you sent by
6. Select Setup Wizard, which will take you through the necessary steps selecting the file in the Home Directory screen and clicking the History
to configure Managed Storage (SmartDrive). The system will be button.
automatically set to back up the files in your My Documents folder. You 7. A Download History page appears, displaying the recipient’s e-mail
may choose other folders to be backed up as well. address and the date and time that the file was downloaded. “Pending”
will appear if the file has not yet been downloaded by a recipient
After you have installed and saved your initial settings, Managed
Storage will automatically back up your files. The first backup may take
a while, depending on the speed of your Internet connection. After the Still need Help?
first backup, Managed Storage will only back up updated files. These Technical Support: 866-489-2249
subsequent backups will move very quickly. Dedicated Access/Fiber customers: 888-742-4948
Note: For your initial backup, you may want to set the start time for when
you are ready to leave work, since the first backup will take longer than
subsequent backups.
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E-mail Solutions
With a range of options to choose from, Time Warner Cable Business Class navigating the application
E-mail Solutions offer your business a new class of e-mail. It’s always on, so After submitting your username and password on the login screen, the
you’re always connected to your mailbox. And it’s dependable, running on the main view appears with the main menu on the left side of the screen.
Time Warner Cable Business Class backbone and avoiding Internet delays. Click Account to view the sub-menu, then click on the task (Create, Batch,
Modify, List, or Delete) you want to perform. Note: When navigating
e-mail Solutions feature: through the application, do not use your browser’s Back button.
• Dedicated customer service • Multiple, customizable mailboxes
• Convenient all-in-one billing • 3 levels of service Exiting the System
To exit the E-mail Administration tool, click Logout. If you are logged in
Getting Started to the application and are idle for more than 15 minutes, the system will
automatically log you off. (However, you can log in again.)
Time Warner Cable Business Class provides POP3 and Web-based e-mail
solutions, each with options for vanity and non-vanity e-mail domains. Warning! Do not just close the browser to log out of the application. This
Vanity e-mail provides e-mail with a registered domain name. For example, will lock you out of the administration tool for 15 minutes (meaning you
yourname@xyzcompany.com. If you are a vanity email customer, you are must then wait to log in again). Instead, click Logout.
assigned an administrative account that allows you to create and manage
your organization’s mailbox accounts. Non-vanity e-mail is for customers Creating Individual User accounts
who do not own a domain name. For example, yourname@nyc.twcbc.com.
The E-mail Administration tool allows you to create accounts either
You are assigned a Master Account that allows you to create and manage
individually or in batches.
your organization’s mailbox accounts.
1. Click Create in the account sub-menu. (Note: Your domain name
automatically appears in the first field. To clear the remaining fields,
Customer administrator Quick-Start Guide click Reset.)
To manage your organization’s mailbox accounts, use the Web-based E-mail 2. Enter the account name. Do not add the domain name after the
Administration tool. This tool allows you to create mailbox accounts, modify account name, as the system will add it automatically. For example,
or delete accounts, and configure additional functionality, such as creating enter jsmithson, not jsmithson@xyzdomain.com.
auto-reply messages for your users and forwarding their mail.
3. Enter a password for this account. The user can change the password
when accessing his or her mailbox.
accessing e-mail
4. If applicable, enter a POP login. If you leave this field blank, the default
1. Enter the following address in your Web browser’s address field to access
value is the user’s e-mail address. Do not add the domain name after
the Login page: http://dns-email.twcbc.com.
the POP name as the system will add it automatically.
2. On the Login page, enter your username and password.
5. If applicable, add aliases. If the user has more than one e-mail alias,
• For administrators of vanity e-mail domains, your username is:
separate each alias with a space (for example: jane jane.smithson).
admin@yourdomain.
• For administrators of non-vanity e-mail accounts, your username is the 6. If applicable, add forwarding addresses for this account. Separate each
e-mail address assigned as the Master Account. forwarding address with a space (for example: kjones@abccorp.com
• Note: If you do not know your username and password, contact your bsmith@abccorp.com).
local Time Warner Cable Business Class representative. 7. Enter the size of the mailbox in the Disk Quota field. If you leave this
3. Click Submit. field blank, the default mailbox account size is 10 MB.
Continued next page…
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E-mail Solutions
8. Note: During provisioning for your organization’s account, Time Warner • Address, Return Address, Reply-To Address — This is similar to the return
Cable Business Class defined a maximum storage limit for your entire address on a postal letter. Enter the user’s e-mail address here. For
domain based on the package purchased. Keep this in mind when example: accountname@yourdomain.com.
assigning storage to individual mailboxes. • UserID, popID, Username — Enter the popID selected upon creation of
9. If the account is a POP account, select the Enabled checkbox next to the POP account. For example, accountname@yourdomain.com.
POP Delivery. • Password — Enter the password associated with the POP e-mail box.
10. Click Create Account. A message appears confirming that the account Some programs, like Netscape, do not ask for the password until the
was successfully created. mail account is checked.
11. Click Done. You are returned to the Create Account screen. • POP Server Name, Incoming Server Name — Enter pop.biz.rr.com for the
POP server name.
Modifying an account
After creating an account, you can change the account information; SMTP authentication
however, you cannot change the account name. If you misspell an account This feature is required to send mail through Time Warner Cable Business
name, or otherwise need to change the name, you must create a new Class servers; if you do not enable SMTP authentication, you will NOT be
account with the correct name and then delete the old one. able to send e-mail. SMTP authentication ensures that only authorized
users are utilizing the Time Warner Cable Business Class SMTP servers.
To modify an account: (Web-based E-mail does not require SMTP authentication.)
1. Click Modify in the account sub-menu. If you use the List feature first, To activate SMTP authentication for your particular e-mail client, refer
click on the underlined account name to view this screen. to the User Guide provided by your Time Warner Cable Business Class
Note: Your domain name automatically appears in the first field. To clear account representative.
the remaining fields, click Reset. Note: Not all client versions support SMTP authentication. To see which
2. Enter the account name in the appropriate fields. If you did not reach client versions do not support SMTP authentication and will need to be
this screen via the List feature, click Lookup to view the properties of upgraded or modified, refer to your User Guide.
this account.
3. Modify the applicable fields. Web-based e-mail
4. Click Modify. A message appears confirming that the changes were made. login
5. Click Done. You are returned to the Modify Account screen. To start a Web-based account, you need to have access to a Web browser
and the Internet.
PoP3 e-mail 1. Enter http://mail.twcbc.com in the browser address field.
Generic Configuration Instructions 2. Enter username (for example, name@yourdomain.com) and password.
Configuring e-mail settings may be different from program to program, 3. Click Enter.
but all e-mail programs require the same basic information. The list below
The Inbox page is displayed. Mail messages are listed in the Inbox.
describes the different items required by most e-mail programs and
the proper method for configuring them. Please refer to the program’s
corresponding section of your User Guide for any configuration issues. Still need Help?
• POP E-mail — Some e-mail programs check other types of e-mail boxes as Technical Support: 866-489-2249
well as POP. If the program asks for the type of email box, select the option Dedicated Access/Fiber customers: 888-742-4948
for POP or POP3 e-mail. POP e-mail is already the default for most programs.
35 Technical Support: 8 6 6 - 4 8 9 - 2 2 4 9 w w w. Ti m e Wa r n e r B u s i n e s s C l a s s . c o m
Service and
Payment Centers
DRoP By oNE of oUR CUSToMER CARE / PAyMENT CENTERS
San Diego Desert Cities
San Diego: Time Warner Cable (Main Office) banning: 300 South Highland Springs Ave.
8949 Ware Court Suite 10-B
San Diego, CA 92121 Banning, CA 92220
Monday – Saturday 8:00 a.m. - 7:00 p.m.
Sunday Closed Desert Hot
Springs: 11855 Palm Drive
Desert Hot Springs, CA 92240
Coronado: 1110 Orange Ave.
Coronado, CA 92118
Indio: 81-557 Doctor Carreon Blvd.
Monday – Friday 8:30 a.m. - 5:00 p.m. Suite C-7
Saturday 8:30 a.m. - 12:00 p.m. Indio, CA 92201
Sunday Closed
Palm
Desert: 44-425 Town Center Way
Suite G
Palm Desert, CA 92260
Palm
Springs: 2365 Tahquitz Canyon Way
Unit 14
Palm Springs, CA 92262
Yucca
Valley: 7500 Kickapoo Trail
Yucca Valley, CA 92284
866 -4 8 9 -2 2 4 9 w w w. Ti m e Wa r n e r B u s i n e s s C l a s s . c o m 36
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