We take great pride in the design, implementation and ongoing monitoring of our core network to ensure our subscribers enjoy an uninterrupted quality of service. We ensure that we have tried and tested systems and responsive, competent people to monitor and maintain our network, carry out installations, respond to support requests and maintain our admin systems.
We are constantly implementing upgrades and improvements both within the SWS Network and our operating practices and procedures. Please let us know if there is an improvement or change you would like to see.
- Network monitoring
We constantly monitor the status of every device the SWS Network – email and text alerts are generated if any issues are detected within the core infrastructure to ensure key staff and engineers are able to act rapidly and appropriately to maintain connections and minimise any disruption to services.
Approximately three months historical data is available for all devices, including CPE (customer premises equipment).
The data recorded includes:
- Connection Status (online/offline)
- Connection Strength
- Connection Quality
- Connection Capacity
- Volume of data received
- Volume of data transmitted
- Mains power status (masts only)
- Contention planning
When designing network and backhaul links we consider the likely demand, potential upgrades and the ability to route bandwidth to/through the link.
Monitoring bandwidth use through the network enables us to identify areas and routes within the network which require additional bandwidth or upgrades and respond accordingly, minimising disruption to customer services and ensuring that customers receive the bandwidth they require.
We operate a continual network upgrade programme to ensure that service levels are not compromised by demand for additional bandwidth, or increase in our customer base. We aim to continuously improve the SWS network and ensure that bandwidth capacity is managed to provide a reliable and stable service to all customers.
- Speed measurements
Our provisioning handover includes a speedtest via a public speedtest server and/or internally hosted infrastructure.
We provide instructions for speedtesting. When troubleshooting reduced/fluctuating speed issues we request that tests are, wherever possible, carried out:
* With a device cabled to the transceiver power adapter
* At different times of day
Our instructions specify alternative test configurations should a cabled test not be possible.
We carry out tests between our fibre source and CPE (customer premises equipment) to help determine whether any loss of speed is due to an SWS network issue or confined to customer premises/equipment and to help ensure appropriate advice/remedial action is taken.
- Network uptime
SWS continuously monitors core network uptime and availability – our network is designed to minimise/exclude single points of failure at critical points.
For any incidents impacting on network uptime, SWS investigates fully and implements any procedures or actions required to avoid recurrence.
If an incident occurs which impacts customer connectivity, depending on the severity of the incident, SWS will update its facebook page, email customers or send SMS messages. Each incident is evaluated carefully and the most appropriate action taken to ensure affected customers are kept informed.
- Fault management
SWS has standard procedures for addressing network issues. Different types of fault are defined and prioritised accordingly. For example an issue at a mast affecting multiple customers is treated with greater urgency than a CPE fault affecting a single customer.
Network fault – aim to respond and resolve same or next day
CPE fault – aim to respond and resolve same or next business day
It may take longer to identify and resolve some issues, our aim is to minimise any disruption to the service we provide.
- Customer support
Customers can currently raise a support/technical request via our website, facebook page, email or telephone. The request and subsequent communications will be logged.
Support requests are prioritised and dealt with accordingly – a customer with complete loss of service is likely to take priority over a customer experiencing intermittent device dropouts. We aim to respond to all customer support issues same or next working day, depending on the nature of the issue resolution can be immediate or take longer – we often require customer feedback when resolving issues regarding quality of service or speed, once feedback has been requested investigations may be put on hold until received. If feedback isn’t received in a reasonable timescale, the support request may be archived.