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Nothing is more frustrating than having customers complain. Except perhaps to have them complain and have no idea what the problem might be. Problems cost customers, and no one can afford that kind of cost. You need 24x7 network support, monitoring and preventive maintenance schedules, with engineers on hand when trouble occurs at three o'clock in the morning. Only with expert support can you get expert results, which is all important when it comes to customer satisfaction.
Your network is complex, no matter the size of your business. It may include various servers, such as Web, mail, POP, FTP, and DNS servers, as well as routers, caches, DADNS/DHCP, CMTS, traffic shapers, subscriber management systems, and more. Trouble with any one piece of equipment can bring your system down and result in customer complaints. Determining which piece of equipment is causing the problem is no small task. In addition to talented network engineers, you must havehigh-tech tools that perform tracing and analysis functions.
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