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7 Must-Ask Questions for your Internet Service Provider

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You asked we listened.

We’ve noticed common questions asked by customers and gathered the top 7 to help you make the best choice when looking for a new internet service provider:

1. Are speeds guaranteed?

There’s a reason you see “up to” beside listed speeds on an advertisement. When choosing your internet provider, make sure you read the fine print and understand what speeds you can realistically expect. Don’t get caught off guard after you’ve already signed.

iTel fibre internet is a dedicated connection, so when we say 1000 mbps symmetrical, we mean 1000 mbps symmetrical.

2. Do you have a Service Level Agreement (SLA), and if so what is it?

An SLA outlines a company’s quality commitment. Network expectations like downtime, latency, and jitter are addressed to ensure performance levels are met. If your revenue is dependant on connectivity, you want to feel confident that you’re getting a reliable connection.

iTel offers an industry-leading 99.99% SLA, so your business is assured performance and guaranteed uptime.

3. What is your Mean Time to Repair (MTTR)?

In the event of an outage, how long will it take the internet service provider to get your network back up and running? For comparison, typical DSL connections take 24-48 hours to repair. Unfortunately, many companies will only tell you how long it takes before you get a response – never mind a resolution.

iTel has a 4-hour MTTR in the unlikely event that your business experiences downtime.

4. What is your tech support like?

What are the support hours? Are they level 1 (L1) technicians, or are they L3 and understand complex systems? How many calls or escalations does it take before you get a resolution? You should have a good understanding of how the company has performed at handling past issues before they’re handing yours.

All iTel support experts are trained level 3 technicians and walk you through step-by-step troubleshooting 24/7 no matter how small the issue.

5. Where is your support team based?

Can you easily reach tech support to help you? Make sure you aren’t going to waste time on hold for a technician that can’t walk you through every step of the way.

iTel “no-holds” tech support is Canada-based and works with you each step of the way. No more waiting on hold; as soon as you call we’ll start fixing your problem.

6. Are there any other fees?

Installation costs, gateway costs, cancellation fees, and any cross-connect fees may be hidden in the fine print. Before signing a contract, be sure you’re aware of the cost breakdown.

iTel is proud of our transparent billing practices.

7. Do you have managed options?

Can the connection be monitored proactively? Can issues be resolved remotely? Though technically an add-on, you can save your IT team a lot of headaches by letting your ISP manage your router, connectivity, failover and more.

iTel provides a full suite of managed services so you can leave the work to us.

Bottom Line

There’s a lot to consider when choosing your next business internet service provider in Canada. Consider asking the questions above to ensure you make an informed decision when signing your next ISP contract.

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Please contact us for any additional information. We would be more than happy to direct you to the resources you need, or to put you in touch with an iTel Associate who will be able to answer all of your questions.