Frequently Asked Questions

Frequently Asked Questions

Do you offer 24/7/365 technical support?

No, we do not. We currently offer technical support during standard business hours, from Mon-Fri, 8:30am until 5:00pm. During that time, we offer a high level of technical support. If you encounter a problem that cannot be quickly resolved by our front line support staff, you will be transferred to a network professional -- not a helpdesk trainee and not an outsourced helpdesk service.

Our technical support is unique for several reasons, including:

Call Escalation. We do not hesitate to escalate calls. If our front line staff cannot quickly and efficiently resolve your problem, you will be transferred to a senior staff member.

Professionals. We employ networking professionals. If your call is escalated, you will be given access to someone who has, at a minimum, 10+ years of PC networking and troubleshooting experience. When you are talking with one of our senior support staff, you can be assured that they will have access to a high level of local diagnostics information, will understand the importance of getting your problem resolved and will work with you until you are satisfied that everything is operating as it should be.

Rapid Response. We respond to technical support emails in a very rapid manner. If you send an e-mail to isp-admin@ssimicro.com (our support address) or isp-billing@ssimicro.com (our billing address), you will typically receive an answer within 2-3 hours. More complex inquiries may take longer, but it is the exception, rather than the rule, to have to wait more than one business day for a response. As well, many e-mail that are sent on the weekend are responded to on the weekend -- while we do not guarantee this, our support addresses are monitored by many people, many of whom check their email on weekends.

In summary, we provide a very high level of support to our clients, and would never jeopardize this by trying to offer a 24/7 service, or utilizing an outsourced helpdesk company. We would much rather offer you excellent technical support during the day, rather than poor support, night and day.

What is 5 Gigabytes?

A byte is a unit of measurement that describes information storage. 5 gigabytes is the equivalent of 5,000,000,000 bytes. An average email would transfer approximately 2,000 bytes or 2 kilobytes. Below are the examples of different measurements and the abbreviations that are used throughout this site.

How do I know how many Gigabytes I’ve used?

You are able to monitor the amount of Gigabytes you’ve consumed by visiting skyline.ssimicro.com. From the main site you will need to click on “My Account” and log in using your username and password, which we provide during the sign-up process. Once you are logged in, select “Usage” at the top of the page, and then from there you are able to view a detailed graph of how much data has been transferred in 6 hour intervals. Every wireless account will also receive a warning email when they have transferred 4 GB.

What happens when I go over 5 Gigabytes?

When you first sign up for our Skyline Wireless Internet we offer you the choice of either;

1. Authorizing SSI to automatically bill your credit card for Excess MB charges incurred monthly.
2. I do not want to be billed automatically for excess MB charges. I would like my account suspended if I have reached my maximum GB.

If you select A, and you go over 5 GB, we will apply the appropriate charges onto your next bill. We charge $15.00 + GST per extra GB, and if you don’t use a full GB we will pro-rate the charge accordingly. However, if you choose B, you’re modem will be denied access after you reach 5 GB, and the five lights on the top of your modem will scan. At this time you can contact SSI Micro, and we can allow your account to exceed your limit.

How do I hook up more than one computer?

Multiple computers in the same household can share the same internet connection. Our Skyline plan includes 2 dynamic IP addresses and two email addresses for multiple computers within the same household. Additional IP and email addresses can be purchased if required. This would require an additional piece of hardware that can be purchased at most electronic stores, and it is called a hub or a router.

Can I get a Static IP Address?

Yes. There is a $5.00/month (plus GST) fee for a fixed IP address.

Can I get more than two IP addresses?

Yes. With your basic Skyline package, you receive two IP addresses. Additional addresses are $5.00 per IP address, per month.

Got anything to help with Spam?

Yes. SSI Micro has implemented several advanced spam detection/removal systems in order to stem the flow of spam to your mailbox.

How does your anti-spam/anti-virus service work?

Our anti-spam and anti-virus services protect you from time-wasting spam and potentially damaging viruses and worms. The service is implemented at our mail server. If you have opted for our anti-spam and anti-virus service, our mail server will automatically scan each e-mail that has been sent to you. If it is determined to be a virus, it is automatically deleted. If it is determined to be SPAM, it will be flagged as such, and is filterable with your e-mail program. Basically, any suspected spam will have the words "POSSIBLE SPAM" in the subject line -- you can then configure your mail program to automatically move that mail to a "garbage" folder so that it does not clutter up your Inbox. You can also periodically review the folder to ensure that no legitimate email messages have been filtered, if that is a concern.

Do I need an antenna?

No. The wireless technology we have deployed is non line of sight (NLOS), meaning that you do not need to be able to see the antenna we are broadcasting from in order to get connected (see the image, above.) The wireless modem looks very similar to a cable modem - you just plug it in, point it at the nearest window, rotate it to find the best signal, and you're done. Our coverage throughout Yellowknife is excellent, in excess of 95% of the city.

I have multiple computers - can they share the wireless Internet connection?

Absolutely. You may want to consider the purchase of a router or firewall in order to simplify this process. This is not necessary, but the recommended manner in which to connect multiple computers. Besides, a firewall can help to keep the bad guys away!

Can I use this service with my Macintosh/BSD/Linux/etc. computer?

In all likelihood, yes. As long as your computer/device supports standard TCP/IP networking, it should be able to utilize our wireless service. We do not provide official support for any OS other than MS Windows, but there is no reason why alternative operating systems should not work.

What are the minimum system requirements?

In order to utilize our wireless service you need to have a PC and a compatible, functioning network card. We officially support Windows 98, 2000 and XP operating systems, though there is no reason alternative operating systems will not function properly. Oh what the heck - if you have a Linux box that you can't make work, call us and we'll see what we can do.

How can I check my speed?

To find out how quick your connection is, each subscriber's account settings page includes a bandwidth meter. This will tell you your speed from your modem to SSI Micro. Actual speeds to different Internet sites will vary, of course. To access this feature, you can login as an existing customer using your user name and password.