Contacts and escalation paths
Provider and carrier contacts, fault numbers and escalation paths.
Provider management
We deal with your providers for you.
Most companies buy connectivity from several providers, over lines owned by someone else, with hardware from yet another supplier. When something goes wrong, each of them points at the next. We take over that relationship on your behalf and stay on it until the problem is solved.
What we take on
Choosing providers
We work out what a site needs, ask several providers and carriers for offers, and compare coverage, access technology, handover, contract terms and price. You get a recommendation you can follow.
Ordering and delivery
We place the order or follow it up for you, chase delivery dates, agree installation appointments and site access, and test the line before it carries traffic.
Faults and escalation
We open the fault with the provider, send the measurements and logs they ask for, and escalate through their support levels. We stay on the ticket until the line is back and the cause is known.
Backup lines
A second line over a different access network or provider, with failover on the router. We test the switch-over, not only the configuration.
Contracts and renewals
We keep track of contract terms, notice periods and renewal dates, so lines are upgraded, renegotiated or cancelled on time and nobody pays for a circuit that is no longer in use.
Hardware and suppliers
Routers, switches and access points from distributors and vendors: lead times, replacements, warranty cases and vendor support tickets, handled by us.
Every line documented in one place
When we take over a site, we collect what is usually spread over contracts, emails and old spreadsheets. For each line and service we record the provider, the circuit ID, the contract and the people to call. When a fault comes in, we already know whom to call and how to escalate.
Contract data
Contract terms, notice periods and renewal dates.
Configuration
Router, firewall and Wi-Fi configuration, with backups.
Your documentation
The documentation is yours to keep, even if you change provider.