Iserv and EagleNet Q&A:

Is this action a merger or an acquisition? 

Legally, this is an acquisition, however -- practically speaking, it is a merger.  Both managements and staff will work together, but retain their individual presence.   It is important to note that there will be no net change to EagleNet customers regarding their current service.   Billing, e-mail addresses, EagleNet customer support and Internet dial-up numbers will all remain unchanged – so it should be transparent in that regard.

How will this new entity be defined in the market – Will EagleNet customers now be Iserv customers?

EagleNet will continue to operate as EagleNet.  EagleNet has worked hard to establish a strong name and reputation along the lakeshore.  That effort will continue with the same focus, the same values and the same company name.

How will EagleNet management and staff be combined into Iserv?

EagleNet management will become part of the Iserv management team.  Each entity will still maintain it’s own sales, service and support staff as well as their current office locations and web addresses.

Will the combined entity adhere to the same values customers have become accustomed to?

This combination made sense for many reasons, but perhaps the most significant was the fact that EagleNet and Iserv do share the same beliefs and values.  This is particularly true of our mutual commitment to 100 percent customer satisfaction.  We realize we are in a highly competitive industry and understand that service, attention to detail and a commitment to the customer makes the difference.

What does that mean for me the EagleNet customer?  (& Iserv customer?)

EagleNet customers will not see any fundamental changes to their current service.  Dial-up numbers, e-mail addresses, billing rates and processes will remain the same.   At the same time, EagleNet will be able to offer its customers future access to the broad line of Iserv connectivity products and services.

Iserv customers will not experience any changes.  It is worth noting that as the Company continues to expand and strengthen its presence in new markets, Iserv will become even better-positioned to develop creative new products and ways of adding value to all of its customers. 

Service

Will my email address change?    No

Will my current services change?   No

Will new services be added? 

Yes. The combined strengths of Iserv and EagleNet give us the opportunity to expand into new service areas and products. By taking the best of both companies, we can offer new business and residential connectivity solutions that exceed any other ISP in Michigan.

Will any services be taken away?

There are no plans to change service structures at present.  Such changes would likely only come as new technologies are implemented to offer new or improved service benefits for customers.

Will this affect my current Privacy Policy?

No.  The privacy policies of both Iserv and EagleNet will remain the same.

Will I see a change in EagleNet’s dedicated connection through the Holland Board of Public Works?  No

Customer Support and Sales

What number should I call now for customer support? 

Customers of both companies can continue to use existing support numbers.  EagleNet customers can use the same toll-free number as always, 877-531-7498, and they will receive the same level of support they have come to expect.  Similarly, Iserv customers should continue to utilize 1.888.64.ISERV. 

Will the website addresses stay the same?   Yes

Customers should continue to utilize their existing contacts at EagleNet or Iserv for all sales and service information. 

Does this impact any existing Service Level Agreements?  No

Billing

Will my monthly charges stay the same?  Yes

Will my invoice look the same?   Yes

Who will I pay my monthly bill to?

Your invoicing will remain the same.  Continue to send your payments to the same address and pay in the same manner you have always paid.

Will my payment terms stay the same? Yes

Will the new entity honor my current contract term?  Yes

Location

Will EagleNet still exist?

Yes, it will continue to operate in much the same way it has, from its current Holland location.

Where is Iserv located?

Iserv was started and remains based in Grand Rapids.  The Company has been in business for more than seven years and operates from one of the most advanced network operations centers in the Midwest.  Check out www.iserv.net for more information.

Will my EagleNet co-location servers be moved?   No. 

That said, EagleNet customers will certainly have the option of upgrading to Iserv’s world-class Tier 1 Data Center, which features the latest technology.