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Technology
Ygnition peers with AT&T,
the most trusted name in the telecommunications industry.
By leveraging AT&T's vast IP backbone, we guarantee
the best availability and uptime in the industry.
We provide built-in redundancy at every connection point.
Plus, we can offer best-in-industry response times to
network outages and problems.
Just how do we do it? At every point-of-presence, we peer
with AT&T's IP backbone via burstable 100Mbps Fast
Ethernet connections. Our IP traffic is routed between
our network and AT&T via multiple BGP sessions.
This provides us with tremendous efficiency and control
over how our customers IP traffic navigates the web to
its final destination.
Ygnition's historical network uptime is 99.996%. The
key to our network uptime is solid, best-of-breed routing
and local loop services. With this in mind, Ygnition has
deployed a completely Cisco end-to-end routing solution
utilizing redundant Enterprise class aggregation routers
at each of our P.O.P.s as well as Cisco access products
at all our properties. This 100 percent Cisco routing
solution gives us unparalleled control and management
of the most important part of the network.
All of our local loops are provisioned directly through AT&T, which in turn exclusively utilizes the local RBOC servicing the particular market. By leveraging AT&T's access to these local loop services, we gain the benefit of having the most experienced companies managing our local loops, while having a single point of escalation with AT&T.
Ygnition's Network Strategy is very much technology agnostic, however we have developed several very robust designs that deliver a high level of service to our customers. Our most widely used on-premise network design evolves around the TUT "Expresso" line of products. For example, in a centrally wired property we have successfully used the "Expresso GS" high-density DSL chassis to provide IP delivery. These chassis are equipped with multiple long-run, Management, and Switch cards. In some cases, we have used their longer-reaching M1100 3Mbps xDSL line cards and modems. There are several service advantages to this product line, including good scalability, highly flexible configurations, and very good uptime statistics. In addition to our TUT deployed properties, we also have solutions built on wireless backbones, ethernet topologies, and cable-modems.
Ygnition's back office strategy is to centralize the information necessary to provision and manage each customer (customer information system, customer acquisition system, network operations systems, etc.) while distributing the systems that leverage this information to provide services to the customer (email, DNS, subscriber management, etc.)
Our back office solution consists of a variety of off-the-shelf applications which are tied together by our own proprietary system. Customers are able to access their accounts securely to update information and view service history. Our philosophy of enabling the customer to securely manage much of their own information, such as billing information, email accounts/passwords, customer login names/passwords, addresses, web based email, etc., reduces their dependence on our service representatives while improving their customer service experience. All of these services are available to our customers by simply logging into our website at www. Ygnition.com.
Ygnition provides its subscribers a service guarantee of the best broadband service available anywhere in the country. Support starts with a broad marketing plan that provides excellent notification of Customer Support Services available. A well-trained, toll-free, call center supports the subscriber base, and a talented, well-trained field team provides responsive on-the-ground support. There is no charge to subscribers for this support. Subscribers are provided non-network/service-related assistance upon request for a modest fee, which is currently $75.00 per hour billed in π hour segments after the first hour.
1. Subscriber Installation: Subscriber installation and activation will be completed within 5 business days of request for service if so requested. We strive for next-day or within 3 days, however we will guarantee 5 business days.
2. Call Center Metrics: Our call hours are Monday - Friday 7:00AM to 8:00PM and Saturday 9:00 AM to 6:00 PM Pacific Time zone. The call center is staffed with experienced, well-trained technicians to optimize customer experience and service levels and minimize hold times.
3. Service Down Work Orders: When a single customer is without service and the call center could not troubleshoot the problem, service will be restored within 48 hours unless the problem happens to be on-site cabling infrastructure related. These problems in many cases are solved immediately at the call center during the call for assistance.
4. Escalation Procedures: When a Customer Support Representative (CSR) in the Call Center receives a call for assistance, he opens a trouble ticket to record the problem and steps taken to solve it. If the problem cannot be solved on the call, the CSR will dispatch the work order to the appropriate Field Technician. If the Field Technician cannot solve the problem he will involve the Network Supervisor or SVP Network Engineer for assistance. If it is a cabling problem at the property, the property is called on to correct the problem.
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of Operation
