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Carriers Say They Support MSPs, but Do They?

Tim May on 05/09/2017

Part of your job as an MSP is to provide high-tech support to your clients. But when your data service goes down, does your carrier provide the same kind of support to you? More often than not, the answer to that question is “no,” and that’s what we want to talk about today.

Carriers Say They Support MSPs, But Do They?

There’s a common scenario with internet carriers for MSPs and other business users. It starts with a poor installation. Either the product you asked for isn’t what you get, or the connection from the get-go is not what you were promised.

The next thing to go wrong usually happens when you try to get in touch with the carrier for a solution. The call center support technician that you’re connected with doesn’t actually have any information about your issue or understand how to fix the problem for you. So the representative bounces you to another tech who likely has a little bit more experience, but not enough to help you either. Instead, they schedule a technician to come out on site to fix the problem.

But a few more back-and-forth interactions and you realize that this is a “get what you get” kind of situation. For a residential customer who just wants to stream a bit of TV in their evenings off, slow data speed of “up to 1.544 megabits per second” will probably be fine. But when you’re running a tech business and your customers rely on you 24/7, you need a connection that won’t fail you ever.

What is a Better Data Option for MSPs?

The last thing you want to deal with as an MSP with demanding clients is a slow data connection and support techs who don’t know enough to do their jobs effectively. But there is another option you can choose that will give you a fast, reliable connection directly to your data carrier, and a support team that can solve your problems efficiently the first time.

The option we’re talking about is Dedicated Internet Access (DIA). With this option, you can choose a bandwidth speed that meets the heavy demands of your business. Scalable, reliable, and affordable, DIA from N2Net is only available to business customers, so you know you’re getting the best service possible.

If your business is struggling to get the attention, care, and service you need from your data carrier, a T1 or Metro Ethernet Access connection might be a better option for you. With data speeds from 1.544 megabits per second to 100 megabits per second, you can choose a tailored setup that gives you the speed you need. And if your needs change in the future, your connection can grow with you.

Get Faster, Better Data Service with N2Net

If you’re tired of dealing with a bundled service from a major carrier and not getting the speed, service, and reliability that you need to run your business, check out the Business Class Internet services from N2Net.

Designed with MSPs in mind, our service is one of the most reliable options in the United States. Contact us today to learn more.

Download MSP Broadband Guide

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Topics: Dedicated Internet Access, DIA

How Do Your Carriers Make You Feel?

Tim May on 04/25/2017

If you’re currently working with a Business Class Broadband carrier, how do you feel about your service? Do you feel heard, understood, and appreciated? Or do you feel like maybe you get a little lost in the shuffle. Unfortunately, we often hear that the latter is the case. Here are a few statements we’ve heard from MSPs about their carriers.

“They’ve Been Out Twice to Fix the Install, But the Problem Persists”

When the service agent came out to your site to install your business class broadband, did they do it right? Did you immediately get the full data speeds you were promised when you signed your service agreement? Did you get all of the right equipment and was the install quick, easy, and painless?

If you answered “no” to any of these questions, you’re likely already fed up with the level of service you’ve received from your carrier. And as a busy MSP, you don’t really have any spare time to dedicate to sitting on the phone with a tech support agent.

“This Tech Support Agent is Totally Lost in Support Prompts”

If only you could reach through the telephone line you’re stuck on and assist the call center agent you’re speaking to—then maybe you’d get an answer to your connection issues. Maybe if you could just speak with the manager who has actual knowledge of the technical issues you’re experiencing, you could get a real timeline on receiving the proper equipment that you already paid for.

If you’ve experienced the torture that is a call center tech support agent, you are likely reasonably frustrated with the amount of time wasted on the phone. And if your problem wasn’t resolved in a few minutes, you’ll likely have to call back to speak to someone else about the same issue.

“I’m on Hold Again…While They Find Someone Else to Help Me”

The first person couldn’t tell you why your data speeds are so low, so they’re getting you connected with someone who might be better equipped to help you. Great! While holding, you’ve reorganized your desk three times, are now listening to bad pop music on speaker so you can respond to emails while you wait, and have gotten dizzy from spinning aimlessly in your chair.

While you’re on hold, you might consider doing a little research on “Dedicated Internet Access.” This kind of service is perfect for MSPs because it provides you with high speed data that’s reliable and a direct connection between your business and your carrier.

That means that if there’s an issue, a tech support agent will literally get up and check the hard connection to see what the problem is. And if they can’t figure it out there, a highly skilled tech support agent will come out to your site to figure out what’s going on in person.

“I’ve Had Enough. I want to Learn More About DIA”

If you’re fed up with your business class broadband, consider switching to a Dedicated Internet Access connection with N2Net. Synchronous data speed is available in a range of 1.544 mbps to 100 mbps, and it’s guaranteed in your service level agreement. So there’s no more dealing with a bad install, long waiting times to speak to a low-level service tech, or paying for data speeds you’re not getting.

Sound great? Contact the team at N2Net to learn more now.

Download MSP Broadband Guide

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Topics: Dedicated Internet Access, DIA

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