If you have an emergency, please call us at (907) 563-3278 instead of using the online options. Thank you for using our Technical Support page. Please use this support page only if you experience problems with either Borealis' products or our online service. If you have general engineering or technical questions, please see our Consulting page for guidelines. For our online subscribers and our product customers, technical support is usually free of charge. However, we may bill for a technical support call if any of the following conditions exists:
Please Note: You will be notified if a call is billable, before charges occur.
Support is provided for free during installation and any time the network is suspected of being at fault on an issue.
Free Installation Support
For Business: Installation and configuration of Borealis radio client and any Borealis routers deployed. Includes service level verification testing. We'll even configure your own router for you. For Residential: Installation and configuration of Borealis radio client, one firewall router* (if present) and up to two ethernet-connected computers. Includes service level verification testing. *Note: Free installation support does not include configuration of the wireless function for the common home Wi-Fi routers. This is an involved process and is charged for separately.
Free Trouble Support
doneNetwork Performance Issues doneNetwork Disconnect Issues doneServer problems doneEmail problems doneNetwork downtime of any sort
We bill for support calls when they are not related to a problem on the network or on our servers and are not already covered under the Free Support criteria above
Business Support Price
$150.00 /hour during business hours $225.00 /hour after business hours
Residential Support Price
$75.00 for router configuration $150.00 /hour for labor and other support work
Billable Support
Virus scanning and cleaning of computers. Easily the number one performance problem for home computers. Repairing, moving or replacing the antenna or radio client after the initial installation. Exception: Repairing a damaged antenna due to "Acts of God" such as weather is not billed if the gear is owned by Borealis. Configuring the Wi-Fi (wireless) portion of a home Firewall Router. This is an involved process and not part of the initial installation support. Check here for some tips on doing it yourself. General Computer Support. This would include repairing your computer, installing peripherals, loading or configuring software for you, etc. Training. Inexpensive training classes are offered by Borealis periodically depending on demand.
You can request information or support from us directly from this page.