FAQs GENERAL QUESTIONS BILLING AND SUPPORT TROUBLESHOOTING WI-FI HOTSPOTS GENERAL QUESTIONS Q: How does airCloud Broadband Service work? A: airCloud Communications uses Motorola Canopy fixed-point microwave access points strategically located to provide high capacity wireless "Points of Presence" capable of supporting hundreds of customers. Our research indicates that the Motorola Canopy platform is the best product available for use in the unlicensed spectrum. Q: What is fixed-point wireless service? A: Fixed-point refers to wireless service from our tower POPs to stationary locations such as buildings or other structures. Fixed-point service is not nomadic, nor can a standard WiFi client such as a laptop connect to it. Q: Is airCloud wireless service secure? A: Yes. In addition to subscriber-to-subscriber isolation, our Motorola Canopy equipment utilizes 56bit DES encryption between the subscriber and the tower. Further encryption such as Triple DES or AES can be employed between two locations such as a corporate and remote office providing the highest levels of security. Q: Is airCloud fixed-point wireless service the same as WiFi or WiMax? A: No. airCloud's fixed-point service uses Time Division Duplexing/Time Division Multiple Access (TDD/TDMA) technology. All access points are timed and controlled via software and GPS Satellite synchonization. Q: Does rain or fog have an effect on airCloud service? A: No. All connections are installed with a higher than required signal level to ensure a safe operating margin in acclimate weather. Q: What is airCloud's average uptime? A: airCloud service averages better than 99.7% uptime. Towers are backed up with generators in the event of power failure, and our main network center is co-located in a Tier-1 facility with redundant power, air conditioning, and fiber optic Internet feeds. Q: What effect does outside radio frequency interference have? A: Interference can adversely affect a connection. airCloud monitors the signal quality of links, and in the event of interference actively makes adjustements. Typically interference difficulties are resolved before our customers experience any loss of connectivity. Q: Do I need phone, cable, or satellite access? A: No. airCloud is a stand alone network that does not require any other services. airCloud owns all of the wireless infrastructure from the Internet to the customer and does not rely on third parties such as Telcos to connect customers to the netowrk. Q: What equipment is required? A: A Subscriber Module and antenna are provided and installed by airCloud Communications on your building providing two-way data communication to the airCloud network. A wired or wireless firewall/router is required to connect your computers to the Subscriber Module. Q: What speeds and service levels are available? A: airCloud's standard connection speeds range from 1.5Mbps x 750kbps, to 5Mbps x 5Mbps. Custom connections up to 100Mbps are available. Q: How does airCloud compare to DSL, Cable, T1/DS3, and Satellite? A: airCloud Communications services operate over radio frequency. Standard connection speeds up to 5Mbps x 5Mbps can be acheived up to 10 miles, and 3Mbps x 3Mbps up to 20 miles. Microwave frequencies require clear line of sight between the tower and service location. Customer and technical support is locally provided; airCloud is the owner and operator of the network from end to end and as such no "escalation" is required. Service can be installed in as little as one day. DSL service runs over telephone lines. DSL connection speeds are dependent on distance from the Telco Central Office; typically the maximum distance for DSL is around 18,000 feet or 3.5 miles, hence the often cited "up to" when referring to connection speeds. Service can be interrupted by felled telephone poles and flooded underground vaults. Internet Service Providers rent access from the Telcos and as such do not have control over physical connectivity. Support for DSL is typically provided by overseas help desk providers who escalate connectivity problems back to the US Telco. Service installation typically takes 3-14 days from date of order. T1 connection speeds are not as dependent on distance, however "local-loop" charges increase with distance making T1 service far more costly than DSL with 1.5Mbps x 1.5Mbps connections starting at $350/mo. Multiple T1 connections can be bonded to provide up to 6Mbps x 6Mbps. T1 connections are commonly used to provide both voice and data over one connection. Service can be interrupted by felled telephone poles and flooded underground vaults. Internet Service Providers rent access from the Telcos and as such do not have control over physical connectivity. Support for T1 service is typically provided by the ISP domestic help desk. Connectivity issues are escalated to the local Telco. Service installation typically takes 14 to 45 days days from date of order. Cable Broadband is less limited by distance and fees are typically consistent with DSL, however many commercial and rural buildings are not wired for Cable service. Service can be interrupted by felled telephone poles and flooded underground vaults. The Cable provider is the owner of the network from end to end. Support for Cable Broadband is typically provided by overseas help desk providers who escalate problems back to the US. Service installation typically takes 3-14 days from date of order. Satellite Broadband service has virtually unlimited accessibility, however has significant speed and service limitations, high initial costs, and agressive caps on utilization. Service can be interrupted by heavy rain and solar events. Support is typically provided by overseas help desk providers who escalate problems back to the US. Service installation typically takes 3-14 days from date of order. BILLING AND SUPPORT Q: How does airCloud bill for service? A: airCloud's billing system is automated and bills to a credit card each month on or around the first. For SOHO plans, billing to a Credit Card is the only method of billing. For BUSINESS 2000 plans and above, invoice billing is available. Q: Is my Credit Card information secure? A: Yes. aircloud uses a secure billing system. Q: How do I manage my account? A: airCloud provides a web-based account management portal where you can manage your account, email addresses, and billing information. Q: How do I get support? A: airCloud provides live technical support 24x7x365. Issues that cannot be resolved are escalated to our Network Operations Center for expedited resolution. Q: What if I have desktop or network problems? A: Typically airCloud Network Engineer will attempt to help customers with any problem. Our ultimate responsibility is to ensure connectivity from your Subscriber Module to the airCloud network. Problems with viruses, worms, email, or other "desktop" related problems are best handled by your IT support technician. TROUBLESHOOTING Q: I keep having to reboot my router, what could be the problem? A: Typically you should not have to reboot your router. Frequent rebooting may be a sign of a failing router, or a computer on the network infected with a worm or virus. Putting your router and computer on a UPS can also halp make your system more stable. airCloud uses static IP Address assignments, do not "reset" your routers configuration unless directed to do so by an aircloud Netowrk Engineer. Q: My speeds seem slower than advertized, what could be the problem? A: Typically slower than normal speeds are an indication of interference; either outside radio frequency noise, foliage, or other physical obstruction. Alternately, one infected computer on your network can slow performance for all of the computers. airCloud Network Engineers can test link quality from your Subscriber Module to the towers to isolate where your problem may lie. WI-FI HOTSPOTS Q: Where does airCloud offer Wi-Fi Service? A: airCloud currently offers Wireless Internet Service in the City of Pleasant Hill from one end of Contra Costa Blvd to the other, Cresent Circle, Chilpancico, Taylor Blvd, and City Hall. In addition, aircloud offers WiFi service at the Concord Chamber of Commerce, and Roddy Ranch Golf Course. Q: What is the cost for the Wi-Fi service? A: airCloud offers free service at all of our HotSpots. The free service will be paid for by advertisements, and there will be options for ad-free service on a pre-paid basis. Q: Can I host an airCloud HotSpot at my business? A: Of course! We'd love to have you! Contact us for more information. Back to Top

If you're looking for high-speed Internet service for the first time or just frustrated with the service you're getting from the carriers, give us a call! 925-260-4119.