Kinetic Secure Package Requirements

  • Customers must subscribe to a Windstream Internet plan.
  • Customers must have a compatible Kinetic Gateway.
  • Customers must download/install MyWin to access of their new Internet Security product.  Note:  MyWin is also required for Kinetic Wi-Fi Manager
  • Customers must download the standalone Internet Security OTG ap in order to access their new Internet Security OTG product. 
  • Premium Tech Support will be able to resolve 95% of customer PC problems remotely through their Internet connection and over the phone. Because we are a remote service, we do not go into the home to do repairs.
    • Examples of what is not included are:
      • Failed/Broken Hard Drives
      • Adding more RAM
      • Cracked Motherboards
  • Bad USB ports or connectors
    • Replacing broken hardware
  • If Windstream Premium Tech Support is not able to resolve the issue, the customer still has piece of mind in experiencing a one-on-one conversation about what the issue is. Giving the customer the understanding of what is happening with the PC and suggestions or options of what the next steps are to resolve the issue (example: a bad cable, where can they obtain a new one).
  • WI-FI Device Connectivity Support does not include:
  • WI-FI Device Connectivity Support does not include on-site support including installations of IoT devices at this time, and Windstream will not dispatch technicians to troubleshoot WI-FI issues
  • WI-FI Device Connectivity Support does not include support for hardware related issues
  • WI-FI Device Connectivity Support does not include advanced troubleshooting and problem resolution.   Advanced troubleshooting usually refers to issues an advanced user would ask. So instead of the average connectivity question or "how to" question, they are more complex and require a networking specialist to address them. For example:
    • Helping a customer setup a Router-level VPN (Virtual Private Network)
    • Router-level ad-blocking
    • Real-time network monitoring

Although considered as an exclusion, Appdirect will provide best efforts to provide the highest level of service.

  • Protection Plus does not cover Lightning, Floods, Intentional Damage, etc.
  • Protection Plus is not available to Travel Trailers or Motor homes unless the home is on a permanent foundation
  • Protection Plus is not available to customers with service on piers, boat houses and house boats

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Contact us through email, live chat, or call us. 

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