What is included?

1. Automated monitoring of your connection every 60 seconds, 24/7/365.
2. A support ticket is created once a service is down for ten minutes.
3. A support ticket can be opened at the client’s request for packet loss above 1%.
4. Statistics are stored for at least 30 days, which helps to prove there is an intermittent issue or a repeat issue.
5. Clients may request a custom status page to view monitor statistics and subscribe to email alerts.
6. Our team proactively engages active outages during our Business Hours, M-F 8-5.
1. We contact your on-site contact to verify the status of the modem or gateway.
2. We then contact the provider to open a support ticket, and if necessary, schedule a service call.
3. 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

1. After-hours Support
2. On-site support
3. Troubleshooting when the ISP Gateway is reporting to be online*
1. *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 internal network equipment is considered billable time. We will request permission before performing billable work.
4. Moves, adds, changes, disconnects
1. Our project team will handle these and determine whether or not it is billable time.