Our Network Operations Centre monitors all of our customers’ networks 24/7 and notifies the duty support engineer of issues that may require attention. This level of proactive monitoring gives our customers the peace of mind that knowing their network will be handled by a specially trained engineer, usually before they’ve even noticed anything has happened.
Common issues which the Network Operations Centre support team are notified of are:
- Power cuts
- Internet outages
- Interference from a neighbour’s router
- Newly connected devices which pose a security risk
Once, our proactive monitoring alerted a customer to an electrical issue at home while they were on holiday, enabling them to get a neighbour to restore power and save all the food in their freezer from spoiling.
This monitoring data is also helpful if a customer has an issue with the quality of service provided by their Internet Service Provider, either with speed degradation or intermittent dropouts. We have acted as an Expert Witness in successful cases against several UK & EU ISPs.
For our corporate customers, we also provide statistics and reports on usage by employees and guests alike. By integrating with Facebook WiFi and other similar systems, businesses can capture more data about their customers, which can be used for marketing purposes.
Every network we install is covered with our standard support plan, which includes:
- 7 days of post-install hypercare support (including telephone support)
- 12 months of email support (48-hour response time)
- 12 months of remote monitoring, software updates and proactive performance optimisation
- 12 months of equipment warranty, including on-site swap out of faulty equipment
Customers are welcome to extend coverage at the end of the first year from as little as £5 per month.