Many carriers and managed service providers claim to provide a fully managed service; only Cybera’s SmartNetworkSM delivers proactive end-to-end solutions with management and response at no extra cost, delivering benefits well beyond standard network service offerings.
Proactive Monitoring and Notification
Cybera’s proactive customer care strategy is based on extensive experience with customer-specific business requirements. Due to Cybera’s unique network architecture that centralizes intelligence in the network core, Cybera is able to monitor a customer’s SmartNetwork down to the individual circuit and customer premise equipment.
Cybera representatives monitor every SmartNetwork installation 24/7/365 directly from our Solutions Management Center. These same representatives notify our customers directly within minutes of any network event or service interruption thanks to an automated alarm system that is a standard feature of every SmartNetwork. Cybera’s Solutions Management technicians know the right person to notify—whether at the remote site or the corporate office—through our customized interaction methodology established with each customer. Personal contact with the customer is a priority! Our Solutions Management Center is located at Cybera’s headquarters and is fully staffed 24 x 7 x 365 to give every customer peace of mind that their own network is being professionally managed at all times.
Resolution Management
Cybera Solutions Management technicians work directly with customers and carrier partners to improve service, troubleshoot network events and maintain our Service Level Agreement for both network availability and network responsiveness. With core network uptime averaging 99.98 percent month over month, transit time more than three times faster than the industry average, and network-alarm-to-customer-contact averaging 20 minutes, the results are crystal clear—Cybera delivers!
Maintenance
Cybera also includes onsite replacement of customer-premise equipment in the event of a hardware failure for the first 12 months—at no extra charge. Cybera has a number of attractive options for ongoing maintenance. This portfolio of maintenance options is designed to integrate with a range of typical business requirements for rapid recovery.
Beyond onsite maintenance, Cybera ensures that any necessary updates or routine maintenance are completed in scheduled maintenance windows outside of core business hours, and with advanced notification. From firewall updates to routing policy changes, Cybera works with customers to ensure minimal impact to ongoing network operations with continued focus on maintaining one of the most advanced and reliable networks in the industry.
Change Management
Businesses change over time—market characteristics, business strategy and unplanned events can all result in impacts to the network infrastructure. Whether it’s store openings and closings or application rollouts the network simply has to keep up. Cybera understands the necessity of these changes and has the appropriate focus on change management to prevent distracting business disruptions.
Meticulous attention to process and procedure is our philosophy for orderly and routine transitions. Common change requests that Cybera typically addresses for customers throughout the lifecycle of their network include:
- Migration to greater bandwidth serving existing sites
- Addition of new sites
- Router re-configuration
- Addition of features such as dial backup
- Application rollout—testing and verification of network infrastructure
Reporting
From implementation to on-going performance, the information customers need is available. Cybera’s well deserved reputation as the industry leader for network rollouts is supported by outstanding project management and reporting practices. Real- time accuracy of orders in progress is available through our SmartViewSM online customer management portal. SmartView also provides access to the full history and current set of both open and closed trouble tickets. Statistics on utilization or performance against SLAs such as network uptime are also available.through our ongoing service review process.
Billing
Billing for Cybera’s SmartNetwork solution is simple, straightforward and customer-centric. Customers pay one fee per site for installation which includes both circuit and router installation. Ongoing monthly billing is an aggregation of each site’s monthly recurring charges utilizing the customer’s own identifiers to streamline accounting reconciliation. Unlike large carrier billing statements that are complex and riddled with sub accounts and confusing nomenclature, Cybera’s streamlined bill is simple to read, simple to audit, and customized to the customer’s own numbering scheme for store locations. Statements include both summarized information as well as site-by-site expense detail for ease of analysis. |
