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Supported Software

We have specially designed a page to assist you. We will try our best to help you resolve any problems you might encounter in the process.

We may provide minimal support for operating environments such as Windows 95/98, Windows NT, Windows 2000 and Windows XP but only as functions in these systems relate directly in connecting to the Internet. In addition, only final versions of any software are supported. Beta software versions change frequently and are classified as beta software because the development and debugging is not completed because of the sheer number of programs available on the Internet, MosCom is unable to support all of them.

Note :

  1. If your software is not listed above, you may call the helpdesk to verify if they are able to assist you.
  2. For chargable helpdesk, we only support Internet Explorer version 5.0 & above and Netscape Communicator version 4.7x & above.
Calling The HelpDesk

When you call for support we simply ask that you are calling about a connection issue, a supported software question, or to report an outage. In order for us to assist you better, please 

  1. Provide us with your MosCom User ID
    With your user ID, we are able to advise you accordingly.
  2. Be at the Machine in Question
    It is absolutely necessary that you make the call from in front computer that has a problem, that the machine is turned on and, if possible, that the screen that caused your problem is displayed. Being at the computer allows the technician to run diagnostics or guide you through solution.
  3. Be Specific
    Try to be as precise as possible in describing your problem. It is quite difficult to diagnose and troubleshoot a problem over the phone without complete information. If you get an error message on your screen, write it down before calling. 
  4. Communicate Your Experience
    If you are a new user, inform the support personnel. Feel free to ask questions or have the technician slow down, explain, or repeat. You'll not only reduce your frustration, but you also may learn something that will help you solve future problems.
  5. Send us an Email
    You may choose to write in to support@mozcom.com. Please kindly include the following information:
    • Your Name and User ID.
    • A brief description of your problem. 
    • For surfing and emailing problems, do include:
      1. Exact error messages (if any)
      2. Rrogram which you are using, preferably with its versions.
    • For connectivity problem, do include:
      1. Known what version of windows you have.
      2. Modem details -- such as brand, speed, type (internal/external)
      3. Exact error messages (if any)
Customer Responsibilities

We understand that problems with computers can be very frustrating. However, we will not participate in shouting or cursing matches over the telephone.  Our policy, when this occurs, is to stop helping the person until they can conduct themselves in a responsible way.

If our helpdesk support officer are unable to answer or continue the call, it will be forwarded to a supervisor who will determine how to proceed with the help request. 

The supervisor will determine whether the conversation should carry on.  All problems of this type are documented in customer history files and can be grounds for termination of service.

We are proud of our Technical Support team, and we are committed towards excellent customer service by meeting your needs and expectation! 

HelpDesk Limitations

The majority of inquiries can be resolved quickly and efficiently. However, there may be times when it is impossible or impractical to expect Help Desk agents to answer your questions.

We may not be able to help if you:

  1. Have hardware conflicts. 
    We will try to help you discover them, and may make suggestions, but we are not able to repair them over the telephone or in person.
  2. Have software conflicts. 
    If you try out other Internet connection software and services, the other software may overwrite the MosCom Internet Configuration. Removal of the other software and reconfiguration may be the only solution.
  3. Have OS problem. 
    If you encounter problem like fatal exception error or Illegal Operation, please kindly refer to your PC vendor.
  4. Have made modifications to your software. 
    HelpDesk agents are trained to support the software we provide as part of our service, and they are knowledgeable about a wide range of other programs. However, we cannot support software that has been modified.
  5. Have virus in your PC. 
    We may make suggestions like where you can find the solution to clean the virus, but we are not able to assist you till the virus is cleared.
  6. Have problems beyond the control of HelpDesk personnel. 
    When the local telephone circuit or modems are not in working condition.

Thank you again for choosing MozCom, Inc. as your Internet Service Provider!