___________________________________________________________________________ Northwest Nexus: Why doesn't my account work all the time? Q: Sometimes my account doesn't work because of a problem with your systems. How often does this happen? A: Major service interruptions are unusual. We had about three in 1995; The first two were the direct result of a once-in-five-years relocation of our data center, and the third was due to a planned upgrade to our storage systems. While we try to accurately predict the length of planned downtime, we do sometimes underestimate. But each time, we have come closer to our estimate than the previous time. One step we have taken to reduce serious, day-long outages is starting a regular schedule of monthly planned downtimes. These downtimes will be used for routine maintenance and equipment upgrades, and will take place on the first Sunday of every month, beginning at about 7:30 a.m. and continuing for as long as necessary, usually ending in early afternoon. If we need to alter this schedule, you will be notified through halcyon.announce. Q: Does downtime result in a deduction from the monthly billing of my account? A: We do not automatically deduct downtime from your bill; your cable and telephone companies have similar approaches. At Northwest Nexus, however, we don't believe in charging customers who are unhappy with their service. You may deduct what you feel is necessary from your next bill, and enclose an explanation of your action. For a Personal PPP account, a full 24 hours of "lost" time would be valued at $1. (10-Apr-96/nwnwdmaw/WRD) ___________________________________________________________________________ Copyright 1996 Northwest Nexus Inc. All Rights Reserved. This document may not be reproduced nor redistributed in any form without express permission; contact us at support@halcyon.com with questions.