How much would it cost your business if the internet went down for a day? More realistically, how much is a periodically slow and unreliable internet connection costing you indirectly, in the form of unproductivity, irritated customers and employee frustration? Let’s take a look at how an unreliable Fibre internet provider can negatively impact your business, and in some cases, even kill it.
Poor after sales support
ISPs will always do their best to tie you into the sale, but you also want to receive the same amount of support afterwards. This can include but not limited to: contracts, service level agreements and response times.
But at the time, you assumed you could trust that if there was a problem, your Fibre internet provider would sort it out ASAP
All you’d need to do is call the support line.
But if you’ve chosen an ISP that outsources its technical support team, you may be in for a wait.
Now, you’ve placed the call, but since it’s 18h00 and after hours, you were told that “someone would get back to you”.
And so you wait. In the meantime, you’re paying overtime for the employees working on a project that is due tomorrow morning at 08h00, and all of them need the internet to perform their chores.
You’re still waiting for a fix at 20h00.
You get the picture.
Here’s how to tell if a Fibre internet provider is unreliable in terms of support:
- They don’t provide contracts or SLAs which would keep them accountable and give you peace of mind.
- They don’t promise to resolve issues in a certain period of time.
- Their call centre is not available after hours.
- They don’t provide many contact options.
- They don’t have a ticketing system to track problems.
- Their support service is outsourced.
At BitCo, our after sales support looks like this:
- We offer 24/7 support.
- We provide contracts and SLAs for your peace of mind. (For Business Fibre)
- Our support team is not outsourced, so our service is faster and superior.
We advise companies to look for providers that have set processes in place; these indicate stability and maturity.
We recommend reading these resources: