Not only is it important for a provider to communicate with a customer frequently, it may be just as important for the customer to communicate with the provider.
Case in point #1. When a customer signed the original service agreement, they had five employees, associated VoIP phones and their desk PC’s. Our initial office network design and suggestions were right on based on what they shared with us and how we designed their network.
About a year later, their Internet began to go down daily at 8:15. Upon further investigation and data from our internet service report, we discovered that the customer now had six new employees and their desk top PC’s, in addition to a few laptops and other devices accessing the bandwidth. They did not add additional VoIP service which would have tipped us off, but their silence and not thinking that we needed to be consulted, or did not want to pay for increased bandwidth lead to more headaches for them.
No wonder they’re Internet was spotty. They over-utilized the available lower cost initial service.
