Help Desk

	Frequently Asked Questions General Questions Who is Accretive Networks and what services will you offer? What happened to Imaginet, IC&C, RMI, etc? Who should I contact if I am a creditor of the former company? What about Web Hosting customers? My Web Hosting account was transferred to ICC American, but I would prefer to have all my services with one company on one bill. What can I do? How come no one returned my calls/E-mails for a while? What happened to the Wolfenet Dial-Up accounts? Can I use "wolfenet.com" for my E-mail address? What if I was given an "nw.incc.net" or "incc.net" address? What about previous IC&C and EarthLink credit card bills and invoices that I have received? T1 Private Line Service What is T-1 service? Why do I need T-1 service? How many IP addresses do I get? Can I get more IP addresses later? Can I run my own servers? Can I do my own DNS? Can I have a website with T-1 service? How Can One Data Circuit Turn Into 24 Telephone Lines? Why is WolfeNet's T-1 service better than DSL or Dial up connectivity? T1/Fractional T1 Frame Relay Service What is Frame Relay service? Why Frame Relay service? How many IP addresses do I get? Can I get more IP addresses later? Can I run my own servers? Can I do my own DNS? ISDN Service What is ISDN service? Why ISDN service? How many IP addresses do I get? Can I get more IP addresses later? Can I run my own servers? Can I do my own DNS? DSL Service What is DSL? Sound great! Are there limitations I need be aware of? If I need to use a fax machine or connect to a BBS with a modem, will I be able to do it? Will I still have access to the net while I do this? Will I have to get a new phone number? Who will bill me for these services? WolfeNet or Qwest? Can I run Internet servers off my DSL link?

	General Questions Who is Accretive Networks and what services will you offer? Accretive Networks (http://www.accretive-networks.net) is a leading provider of advanced managed hosting services, co-location and advanced high-speed Internet access to businesses in the US. Businesses seeking to outsource the deployment, maintenance and support of their complex technical demands - Accretive Networks' services are designed to meet and exceed your business' needs. As a provider of high performance Internet connectivity services, Accretive Networks is able to help businesses maximize the performance of mission-critical, Internet-based applications. We also offer our high-speed Internet connectivity services to customer office sites via T-1, DS-3, OC-3, and Ethernet telecommunication connections. Accretive Networks is a privately owned company located in Seattle, WA, with points-of-presence in Palo Alto, CA, Chicago, IL and datacenters in Seattle and New York, NY. What happened to Imaginet, IC&C, RMI, etc? In 1999 Wolfenet was purchased by Rocky Mountain Internet, located in Denver, Colorado, as part of its national expansion. In December 2000, RMI changed it's name to Internet Commerce & Communications, Inc. (IC&C). In July 2001, IC&C filed Chapter 11 Bankruptcy. After unsuccessfully attempting to reorganize by selling the Dial-Up assets and cutting employees, the assets of IC&C were sold to Imaginet on October 31st, 2001. On January 16, 2002 Accretive Networks purchased some of the customers and related assets from the new owner, who primarily was focused on the Colorado and Arizona locations of IC&C. These assets include Collocation, Dedicated Access (T1, ISDN) and DSL. Who should I contact if I am a creditor of the former company? Accretive Networks did not purchase any of the existing debt or assume any contracts of the former Wolfenet/RMI/IC&C/Imaginet operations. You will need to contact the following companies/persons to resolve any debts inccurred prior to January 16, 2002. Imaginet Communications 7100 East Belleview Avenue, Suite 201 Greenwood Village, CO 80111 Phone 1.800.867.5516 or 303.414.7100 Fax 303.414.7397 Bankruptcy Trustee of ICCX Glen Anstine 303-477-1777 What about Web Hosting customers? Accretive Networks was not successful in acquiring the former Wolfenet's Web Hosting customers. The successful company was Sago Networks (ICC American), who is based in Florida. Accretive Networks/Wolfenet does offer Web Hosting services. My Web Hosting account was transferred to ICC American, but I would prefer to have all my services with one company on one bill. What can I do? If you would like to take advantage of Wolfenet's Web Hosting services, just contact us and ask that your Web Hosting account remain here. We will take care of the rest. How come no one returned my calls/E-mails for a while? Because of the drastic reduction of staff after the layoffs from IC&C, the remaining staff members (only 3 people) were unable to handle the volume of incoming requests from customers that needed technical support, needed to settle billing issues, or were just plain confused as to what was going on with their ISP. The staff members at the Denver headquarters of IC&C were also largely unable to assist Wolfenet customers, because of their own reduced numbers and because of their unfamiliarity with the Wolfenet technical systems. What happened to the Wolfenet Dial-Up accounts? In July of 2001, in an attempt to raise capital, IC&C sold the Dial-Up services to EarthLink, which included the wolfenet.com domain previously used by Wolfenet Dial-Up customers. At that time, IC&C, instead of sending the billing and contact information for only the Wolfenet Dial-Up customers to EarthLink, erroneously sent the entire accounting database to EarthLink. Thus, EarthLink set up Dial-Up accounts and have attempted to bill virtually all of Wolfenet's customers, whether or not they had a Dial-Up account, and whether or not they agreed to be an EarthLink subscriber. To say it was a mess would be an understatement. *Can I use @wolfenet.com* for my E-mail address? What if I was given an @nw.incc.net or @incc.net address?** Unfortunately, Wolfenet/Accretive Networks does not own the domain wolfenet.com, as it was sold to EarthLink by IC&C along with the Dial-Up accounts. The domain name for customers that do not have their own domain is @wia.com. If you had been given an address @incc.net or @nw.incc.net, we will set you up with the closest matching address @wia.com. For instance, if you were jake.smith@nw.incc.net, you will be jake.smith@wia.com. If you prefer a different address, just send us an E-mail and let us know what you would like the new address to be. We will maintain forwarding on the old account as long as possible. In addition, we now offer Personalized E-Mail Service, which will give you your own custom domain name. Please contact sales@wolfe.net for more details. What about previous IC&C and EarthLink credit card bills and invoices that I have received? Wolfenet/Accretive Networks will begin billing our customers for service provided in the month of Feburary 2002 and beyond. Previous bills received by the customer, but not yet paid by the customer to IC&C or EarthLink, are the responsibility of the customer. If you wish to discontinue EarthLink invoices you should contact EarthLink right away and tell them to stop billing you: 1-800-890-6356. IMPORTANT: After you cancel billing with EarthLink, be sure to watch your postal mail invoices or credit card statements for a few months to make certain that no further charges are made by EarthLink or IC&C. T1 Private Line Service What is T-1 service? T-1 is a dedicated phone connection that transfers digital signals at speeds up to 1.544 megabits per second (roughly 60 times faster than a residential modem). A T-1 line consists of 24 individual channels, each supporting 64Kbits per second. Each 64Kbit/second channel can be configured to carry voice or data traffic. Most telephone companies allow you to buy some of these individual channels, known as fractional T-1 access. Why do I need T-1 service? T-1 service is an extremely reliable, always on, high speed Internet connection for medium-to-large sized businesses. Under typical loads, T-1 lines can handle many users simultaneously. If Internet access is "mission critical" to your business, you'll appreciate T-1's 99.7% uptime specification. How many IP addresses do I get? You will receive as many IP addresses as you can justify a need for. Can I get more IP addresses later? Yes, but if you upgrade to a larger block you may need to renumber the IP addresses you have already been assigned. Can I run my own servers over T-1 service? Yes, you can run your own DNS, mail, or web servers. Can I do my own DNS over T-1 service? Yes. WolfeNet also provides this service, and can be your backup DNS for a small monthly fee. Can I have a website with T-1 service? The T-1 service is simply a link to the Internet. If you want to run your own web server, it will work fine with a T-1 connection. How Can One Data Circuit Turn Into 24 Telephone Lines? Turning 24 lines into one and back into 24 again is a fascinating aspect of T-1. Here's how it works: At one end of the T-1 (the central office, for example), each of the 24 phone lines is encoded to a digital format, much like a CD recording. Then, the packets of data from each line are transmitted in sequence into a single data stream. The device that makes this process possible is called a "channel bank," which is a small digital telephone system with an input for T-1 and 24 outputs, one for each telephone line. At the other end of the T-1, another channel bank reverses the process by separating the data stream into the original 24 distinct data packets representing each phone line. The data is then decoded from digits back into the 24 telephone (voice) lines. Why is WolfeNet's T-1 service better than DSL or Dial up connectivity? Our T-1 service is a dedicated high capacity point-to-point connectivity with the ability to handle up to 24 channels of usage of which DSL and Dial up cannot compare. And, if for any reason your connectivity should go down, WolfeNet's priority promise gets you the repairs and assistance you need within four hours of the initial call. Where can I get technical details about the T-1 telephone circuit. All You Wanted to Know About T1 But Were Afraid to Ask http://www.dcbnet.com/notes/9611t1.html T1/Fractional T1 Frame Relay Service What is Frame Relay service? Frame Relay is a flexible, cost-effective method to electronically connect two geographical points. Frame Relay's most popular function is its ability to connect a company's Local Area Networks (LAN), at a high speed, to the Internet. This works by utilizing the phone company's network of interconnected Frame Relay switches (Frame Cloud) to connect two points. By transmitting data through the Frame Cloud you avoid the expensive hassle of laying new wires between you and WolfeNet- Your office is connected to the phone company's local Frame Relay switch, and the Frame Cloud passes your traffic to WolfeNet and beyond. Why Frame Relay service? Since Frame Relay has a low overhead, it's a perfect fit for today's complex networks. You get several clear benefits: First, multiple logical connections can be sent over a single physical connection, reducing your internetworking costs. By reducing the amount of processing required, you get improved performance and response time. And because Frame Relay uses a simple link layer protocol, your equipment usually requires only software changes or simple hardware modifications, so you don't have to invest a lot of money to upgrade your system. Frame Relay is an ideal choice for connecting Wide Area Networks (WANs) that have unpredictable, high-volume, and "bursty" traffic. Typically, these applications include data transfer, CAD/CAM, and client-server applications. Frame Relay also offers advantages for interconnecting LANs. In the past, setting up LANs required the use of private lines or circuit switching over a leased line. Single, dedicated lines are not needed to make each LAN-to-LAN connection with Frame Relay, reducing costs. In summary, Frame Relay allows you to connect several locations together over Permanent Virtual Circuits (PVCs) on a single physical circuit rather than multiple physical circuits. You pay for a set data transmission speed to each location rather than paying for miles of wire. Frame Relay service can be incrementally upgraded to 1.544 Megabits/sec, enabling you to smoothly upgrade your connection speed as your needs grow. How many IP addresses do I get? You will receive as many IP addresses as you can justify a need for. Can I get more IP addresses later? Yes, but if you upgrade to a larger block you may need to renumber. Can I run my own servers over Frame Relay Service? Yes, you can run your own DNS, mail, or web servers. Can I do my own DNS over Frame Relay Service? Yes. WolfeNet also provides this service, and can be your backup DNS for a small monthly fee. Where can I get more information about the Frame Relay telephone circuit? Everything you ever wanted to know about Frame Relay, but were afraid to ask. http://www.etinc.com/frfaqtext.htm ISDN Service What is ISDN service? ISDN stands for Integrated Services Digital Network. ISDN has several advantages over regular, analog modem connections. * Connection is virtually instantaneous * More reliable connections * Able to do Data and Voice calls at the same time * Two phone lines/data channels * Capable of bonding more than one channel together to double bandwidth. Why ISDN service? Higher Speed 128 Kilobits per Second For Data or Video Transmission ISDN transmits data 4 times faster than a 28.8 modem. If you are using a 14.4 modem, ISDN will be 8 times faster. These speeds are not achievable with a traditional modem. Higher capacity Higher capacity ISDN has two channels, or paths, for communication. These channels can be combined to send extremely large or data-intensive files, such as pictures, graphs, audio or video. By combining both channels, top speed Internet access can also be achieved. Higher quality sound & data ISDN is digital. Digital means fewer errors when sending or receiving files. Digital also means that voice and sound are crystal-clear. There is no noise or static on a digital line. Higher feature functionality An ISDN line can be configured with many of the features or services that you currently use with your traditional phone service such as Call Forwarding and Three Way Calling. ISDN is also available with some features such as CallerID, Call Waiting, and Call Hold. Higher productivity Because ISDN has two communication paths, or channels, you can perform two communication tasks simultaneously. For example, you can send a data file and receive a phone call at the same time without the phone call disrupting the data transmission. This capability makes you more productive, which could save you time and money. Internet access is also greatly accelerated, potentially making your sessions more productive. How many IP addresses do I get? You will receive as many IP addresses as you can justify a need for. Can I get more IP addresses later? Yes, but if you upgrade to a larger block you may need to renumber. Can I run my own servers over ISDN Service? Yes, you can run your own DNS, mail, or web servers. Can I do my own DNS over ISDN Service? Yes. WolfeNet also provides this service, and can be your backup DNS for a small monthly fee. DSL Service What is DSL? WolfeNet's Digital Subscriber Line (DSL) service provides for high-speed connections to the Internet over a single pair of copper phone lines. It breaks the circuit into two parts -- a voice channel for normal phone use such as voice calls, faxes, etc, and a dedicated data channel for high-speed access to the Internet. Because these are separate channels, you can be on the phone and on the Internet at the same time. In other words, if you currently have a second phone line to handle online access, you won't need it any longer. When you access the Internet, you won't have to log in any longer. All you need to do is click on a web browser, or an e-mail client etc., and you're on. The connection is available 24 hours a day, 7 days a week. No more logging in and logging off. Just click and go. And the connections are very fast. Even the slowest connection speed offered is 256K -- that's about 10 times as fast as a 28.8 modem and twice as fast as an ISDN line. To put that in concrete terms, a file that normally would take an hour to download from the net over a modem will now take a mere 6 minutes. The average web page pops up in under a second. When you use a DSL connection, you don't need to use your normal modem. In fact, unless you need your modem to send or receive faxes or for calling a BBS that isn't on the net, you can completely disconnect your normal modem. Sound great! Are there limitations I need be aware of? DSL services can only run over certain phone lines, and you generally need to be within about 15,000 feet of a phone company central office to get the service. All lines for DSL service will have to be tested -- "qualified" in phone company lingo -- for use with DSL equipment. The availability is dependent entirely on what the condition and length of the individual lines that connect your location to a Qwest switching office. It is possible that two people living next door to each other will find themselves in a situation where one can get DSL service and the other can't. If I need to use a fax machine or connect to a BBS with a modem, will I be able to do it? Will I still have access to the net while I do this? Because a regular analog line rides on a separate channel along with the DSL circuit, you can still use a fax machine, a modem, an answering machine, etc. You can still do any of the things you do today over your phone circuit. However, that analog traffic will tie up the voice line portion of a DSL circuit. For instance, if you have an outgoing fax on the voice line, you will not be able to accept an incoming call. In other words, it's just like the situation today. The difference is this: even if you're on the phone with a voice call or a fax, you'll be able to have high-speed connections to the net at the same time. The high-speed data channel runs over a different channel on the phone wire. You will be able to use all your existing phone gear without a change. Will I have to get a new phone number? No you will not -- your phone number will remain unchanged. Who will bill me for these services? WolfeNet or Qwest? Qwest will bill you for the physical DSL circuit service on your phone bill, just as you are billed for your regular phone service today. WolfeNet will bill you separately for its services on your credit card or in a monthly statement. What happens if the power goes out at my location? Will I lose telephone service if the power is cut to the DSL equipment? Your phone service will still work even if you completely disconnect all your DSL gear from the system. Power outages and failed DSL gear will not affect your voice phone service. (Of course, if there are problems with the phone line, the DSL will probably have problems as well.) Can I run Internet servers off my DSL link? All of the normal prohibitions regarding resale of our services remain in place. For instance you can't use one of our DSL links and attach a terminal server and modems to it to become a commercial ISP. Also, the basic prices we're offering are for personal, non-commercial, client-side side use. You can't use a basic DSL account to host a web site. If you want to run Internet server applications, contact our sales staff regarding business DSL service. Bandwidth to the Internet is very expensive. A major part of how we can offer such low prices to you is that we are able to count on a certain amount of network latency. In other words, your DSL circuit is not constantly passing data -- it's quiet when you're not at work and the bandwidth can be used by others. Remember, we're able to offer these services at such a low price because we can balance usage. If a couple of people were to put up, say, a porn server on their end it would ruin access for everyone. WolfeNet DSL falls into that fine old Internet tradition -- everyone pulls together and everyone benefits. For normal client side use -- in other words what virtually all of you do today, browsing the web, getting and sending e-mail, reading USENET newsgroups -- the DSL circuit is a perfect vehicle.