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Broadband as a Managed Service

By January 28, 2016 Broadband

There are questions around what is a managed service and how a Frontier does provided broadband connections differ with a competitor’s provided networks (i.e.: a phone company or a cable company).

We are happy to explain it. But first, let’s frame up a visual. Visualize the incumbent providers for a moment and remind yourself what you already know which is when you deal with ‘large’ monolithic provider(s) of voice lines, data lines, internet, residential internet, residential dial up internet, residential TV and pay per view entertainment, cell phones, pre-paid calling cards etc. you simply are a ‘billing’ record. The intimacy of the sale ends within moments that the signature is connected and your order forms are handed over to the order desk. This is usually about the same time that the sales representative moves on to his next ‘win’.

Consider right now with your current provider if you were ‘hard-down’ what would your escalation path be? Do you even know if one exists? At Frontier we have one; it is pretty simple and transparent and can be viewed here.

http://frontiernetworks.ca/troublereporting/

Our escalation grid looks like this

Tier 1

Trouble Reporting

Network Operations Centre (NOC)
Phone: 416-847-5240 or 1-866-833-2323 Ext. 2
Email: support@frontiernetworks.ca
Note: This is answered 24 x 7 x 365
Tier 2

Technical Phone

Phone: 416-847-5240 or 1-866-833-2323 Ext. 5258
Email: support@frontiernetworks.ca
Tier 3

Manager Escalation

24 x 7 x 365

Marc Ackley
Network Operations Manager
Phone: 1-866-833-2323 Ext. 5246
Cellular:  416-666-1575
Email:  mackley@frontiernetworks.ca
Level 4

Executive Escalation

24 x 7 x 365

Luigi Calabrese
President
Phone: 416-847-5243 or  1-866-833-2323  Ext. 5243
Cellular:  647-284-2371
Residence: 905-257-9349
Email:  lcalabrese@frontiernetworks.ca

 

We don’t have complex instructions on how you must ‘wait’ four (minimum) hours to escalate to the next level. On any Priority 1 ticket we are all alerted and are aware. If you call to escalate we will have been already apprised of the issue and will have our view on what has been done and what to expect next.

But everyone does this to some extent.

Evenings and Weekends

Frontier has 24 x 7 x 365 operational support. Others do to. We are different. Our Order and Project Management desk is also engaged. Consider a Saturday retail site implementation. If the PM is required or an Order needs to be adjusted for whatever reason – we are able to accommodate. Very few do this and we do it well.

What is a Managed Service?

Some people call a service a managed service as a mechanism to charge more under the context that they ‘threw’ a more expensive router and a third party maintenance plan on it. That is not a managed service.

We have a handy grid that talks about what we do.

What we do Frontier Networks Someone else
Personalized portal Yes Frontier has a customer addressable Portal that data mines extensive monitoring and net flow data of your field installed network nodes (our CPE and any other device).

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Advanced tools to improve your performance We provide a ‘View’ that is more comprehensive than the typical ‘Site up’ or ‘Site down’. We provide a range alerts and queries on network link health and stability with the goal to anticipate vs. react.
Incident management We pinpoint the causes of incidents using advanced troubleshooting tools, enabling rapid service restoration. We’ll also engage an equipment vendor’s in-house experts whenever specialized support is required.

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Event management All your managed network elements are monitored 24/7 to ensure optimal performance, with rapid response to events such as component failures.

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Configuration management Our detailed configuration records of all your managed network elements are available to our team and your authorized personnel, speeding up troubleshooting. We also regularly back up working configurations to ensure they’re never lost.

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No Charge Change Administration Frontier provides software based changes at no charge.

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Prioritize traffic easily offers real-time quality of service for excellent performance.

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Attack mitigation Managed firewall and intrusion detection (May require additional licenses on the provided CPE).

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Breach Detection and Response With additional licenses on our CPE we are able to provide a comprehensive security plan or, can co-existing at a monitoring layer with your existing security policy and ‘share’ collection points.

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Anti-malware Anti-virus, spam tracker, anti-virus client (May require additional licenses on the provided CPE).

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Spam tracker Filter and track spam email senders and domains (May require additional licenses on the provided CPE).

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Web filtering Content filtering and white list/black list (May require additional licenses on the provided CPE).

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Prequalification & Design Initial prequalification of customer sites, recommendations for the most suitable access choice per location.

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Never Ending Project Management Project oversight to ensure completion on time and on budget, weekly status meetings, daily status reports.

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Broadband Ordering and Provisioning Final prequalification of available services, ordering and tracking of services across all providers.

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CPE Configuration Development, Staging and Installation Develop configurations, inspect and inventory equipment, load and test configurations, ship to site, physically install devices at locations, test connectivity.

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CPE Maintenance Remote telephone support, parts dispatch, onsite field engineer to perform repairs and replacement including technician to site 4 hour resolution windows.

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Fault Management 24×7 monitoring, identification of faults, management through resolution, weekly and monthly fault reports delivered via e-mail.

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Billing Consolidation and Payment Receipt and auditing of broadband provider invoices, consolidation and payment, dispute resolution.

 

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SLA / SLO Management Maintenance and neutral enforcement of outage or impairment with a non-intrusive credit review system.

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About Frontier Networks

FroFrontierNetworks_tw_profilentier Networks Inc. is headquartered in Toronto, Ontario and provides Broadband Internet or MPLS, Voice lines or Cloud PBX (a replacement to old phone systems), cloud servers and colocation to Canadian Retail and Multi Site customers who demand world-wide coverage from a ‘new’ network. “We like to do traditional things in a non-traditional way”.  Frontier has built a network that connects to other networks. Think of them like a large ‘backbone’ of interconnected networks. They connect to every phone company, cable company, wireless and hydro/utelco in Canada and the US through a series of well-connected Points of Presence (POPs). Simply put ‘we don’t suck’.

See more at: http://www.frontiernetworks.ca/blog

 

 

1-866-833-2323 sales@frontiernetworks.ca