IBM service provider responds

We would like to respond to Ms. Donna K. Woodward's complaint in "Your Letters" of Dec. 31, 1997 regarding IBM's Internet service.

First, we would like to thank Ms. Woodward for her confidence in selecting the IBM Global Network as her internet service provider and especially for her feedback on the problems she and others have encountered.

We called Ms. Woodward to explain that there are several technical issues involved and that we are committed to resolving them to the satisfaction of all of our customers.

During the past several months, we have been working to identify the cause of the connection problem experienced by Ms. Woodward and others in the Medan (North Sumatra) area. We now believe that it has been corrected, however, we are continuing to monitor the situation as there are several factors which can result in connection failure.

In fact, on a daily basis we are monitoring the system by dialing the access numbers in each Indonesian gateway city. This activity will alert us to connection problems so we may take immediate action to preserve the level of service our customers have come to expect.

We sincerely regret the difficulties experienced by Ms. Woodward in trying to contact our Medan help desk. Unfortunately, weekend support is not yet economically feasible in all cities.

As the number of users increases, we will expand help desk staffing to an appropriate level. In the meantime, our Jakarta help desk (021 5238491) provides weekend support and is available to users from all areas.

We value the feedback from Ms. Woodward and other customers and trust that she will begin to experience a noticeably more reliable network connection.

DIKDIK HASAN

Director

PT Sistelindo Mitralintas

IBM Internet Service Provider in Indonesia