At AboveNet, customer success is the number one priority, and as a result, our organization offers unrivaled support and services to ensure that our customers enjoy a pain-free development and deployment cycle.

AboveNet practices a team-based approach to support and services. Only by building a solid working relationship with customer organizations will AboveNet be able to deliver quantifiable bottom-line results. To this end, AboveNet places enormous value on customer feedback. It is the customer that shares our vision, and it is customer input that helps the AboveNet product suite to evolve alongside changing business and technical needs.

Our NMC is comprised of experienced, technical customer service agents that have experience in the industry and are well versed in handling crisis situations. All system events are logged upon problem notification (via alarm or customer call) and the NMC works to determine the source of the problem and to dispatch personnel as required.

The following is a cursory list of the basic functions of our NMC and staff:

1. Monitoring of metro fiber, backbone paths, network degradation, and any other element that could affect the quality of the client’s network performance

2. Initial trouble shooting of problems

3. Contact technical person(s) to further troubleshoot and/or fix the problem

4. Contact vendors to investigate hardware outages or degradation issues

5. Central command center for all urgent or emergency AboveNet-to-Customer communications.

Customers are encouraged to call the NMC with any operational questions or concerns about AboveNet products and services. The NMC has access to our experienced technical and engineering staff, and has full customer documentation and onsite procedures. Predefined protocols are incorporated into the procedures that the NMC follows.

What Clients Can Expect

Regardless of the size or complexity of each clients network architecture and design, AboveNet provides superior products, tools and services to deliver the following:

• Design and Architect – With it’s core competency in ongoing network operations, AboveNet knows what it takes to design and implement a network to meet each client’s needs with respect to cost, scalability, uptime, etc. AboveNet has the expertise to design, architect and implement a network that provides optimal performance and reliability.

• Preventative Maintenance – AboveNet takes full responsibility for administration of the dark fiber network, or the managed network hardware and software. This includes monitoring of the network solution to ensure that clients have optimal bandwidth, performance, and security to maintain a reliable network.

• Emergency Response – AboveNet is there at 3:00 a.m. if a client ever has a problem. Clients will sleep better knowing that AboveNet’s state-of-the-art Network Operations Center and response team will handle each client’s issues immediately 24 x 7.

• Technology Evaluation and Implementation – AboveNet teams are continuously evaluating new technologies and can provide recommendations to ensure that each network solution is optimized for maximum return. All hardware is lab-tested prior to deployment on client networks.

• State-of-the-Art Operations Infrastructure – To ensure maximum uptime, AboveNet has created a state-of-the-art Network Operations Center that can monitor and maintain each client’s network 24 hours a day, 7 days a week. Our round-the-clock facility provides our clients with a cost-effective tool for monitoring their network.

Engagement

Aside from AboveNet’s technical expertise, one of the company’s hallmarks is the emphasis on building strong working relationships with each customer through close coordination and communication. AboveNet believes that clear, regular exchange of information is crucial to ensuring business objectives are met and clients receive the highest quality service possible. To achieve this goal, AboveNet employs a number of best practices, including service level agreements, regular project management meetings with designated representatives, as well as regular reports chronicling project milestones and issues.

AboveNet also has a set of internal metrics that is used to evaluate every aspect of performance. Client satisfaction is paramount in the way AboveNet approaches their work. Moreover, establishing these metrics and expectations up front ensures laser-like focus on objectives and issues critical to each client’s business.

To fine tune the expectations and goals of the engagement, AboveNet will work with each client to develop a work plan that encompasses the scope of AboveNet’s effort. To provide more detail on the roles and responsibilities and the way AboveNet manages it’s work, key roles have highlighted that will be involved in each client’s engagement.

AboveNet has created a team structure that effectively leverages the expertise of the team members. Each team has a Project Manager who is responsible for overall customer satisfaction. The account team structure includes: the Project Managers, Field Engineers, Designated Contractors, the Manager of Operations, and the Director of Operations.

Network Management Center (NMC): 888.636.2778 (toll-free)

Technical Support Email: service@above.net

MySite Customer Portal: https://portal.above.net/