Let Us Handle Your Internet Issues

We know how stressful Internet outages can be, especially when your staff is stuck trying to call your provider from their cell phones during a busy day. No one wants to scramble for the provider’s phone number, dig up account info and PINs, fight through automated prompts, and wait on hold—only to be told they’re not an authorized contact. It’s frustrating, time-consuming, and inefficient.

Our monitoring platform checks your service every 60 seconds and keeps a log for 30 days. If the service is down for ten minutes, it will open a support ticket on your behalf. Our team will work with your designated contacts, the provider’s support team, and their on-site technicians to resolve your outage as quickly as possible.

Our monitoring platform’s data very valuable

Our data allows us to have a productive, informed conversation with your provider on your behalf—getting problems resolved faster and without the usual hassle.

And here’s the kicker—many providers will charge you a fee, anywhere from $75 to $250+, if they can’t find a problem or if they decide your equipment is to blame. Not only do they leave without fixing anything, but they hit you with that charge! Our data proves when it’s actually their issue, which pushes providers to be more thorough. This has saved our clients thousands of dollars by preventing those fees or getting them credited back.

Say goodbye to outage stress—we’ve got it covered!

If the issue isn’t as simple as an outage, our skilled IT team is ready to step in and tackle any other tech problems you’re facing. From internal network evaluations to more complex troubleshooting, we’ve got you covered.

If you don’t have backup Internet, we are agents for over 100 providers and can find you a secondary connection that automatically works when your primary connection is down.

What is included?

• Automated monitoring of your connection every 60 seconds, 24/7/365.
• A support ticket is created once a service is down for ten minutes.
• A support ticket can be opened at the client’s request for packet loss above 1%.
• Statistics are stored for at least 30 days, which helps when we need to prove there is an intermittent
  issue or a repeat issue.
• Clients may request a custom status page to view monitor statistics and subscribe to email alerts.
• Our team proactively engages outages during our Business Hours, M-F 8-5.
• We contact your on-site contact to verify the status of the modem or gateway.
• We then contact the provider to open a support ticket, and if necessary, schedule a service call.
• We continue to work with the provider’s technical support team, the provider’s on-site technicians, and your on-site contact until the connection is fully operational.

What is NOT included:

• After-hours Support
• On-site support
• Troubleshooting when the ISP Gateway is reporting to be online*
  • *We will not charge to rectify issues with DNS, routing, jitter, or packet loss above 1% with the ISP, but the time to diagnose and rule out client hardware and networks is considered billable time. We will request permission before performing billable work.
• Moves, adds, changes, disconnects are billable if you signed up directly with an Internet Service Provider sales rep.