Key Differences

Small Business (1-10 employees)

Business Broadband 100

• Speed: 100 Mbps download / 20 Mbps upload
• Static IP: 1 included
• Support: Business hours (8AM-6PM)
• SLA: 99.5% uptime
• Installation: Professional setup included
• Equipment: Business-grade modem/router included
• Monthly Price: $89.99
• Contract: 24 months

Best For: Small offices, retail stores, professional services

Business Broadband 250

• Speed: 250 Mbps download / 50 Mbps upload
• Static IP: 1 included, up to 5 available
• Support: Extended hours (7AM-10PM) + priority queue
• SLA: 99.7% uptime
• Installation: Professional + basic network config
• Equipment: Enterprise-grade modem/router included
• Monthly Price: $149.99
• Contract: 24 months

Best For: Growing businesses, multi-device environments, cloud-based operations

Medium Business (10-50 employees)

Business Fiber 500

• Speed: 500 Mbps symmetric (upload = download)
• Static IP: 5 included, up to 13 available
• Support: 24/7 priority support
• SLA: 99.9% uptime with 4-hour response guarantee
• Installation: Professional with full network setup
• Equipment: Enterprise router + managed WiFi
• Backup: 4G backup available (optional $49/month)
• Monthly Price: $299.99
• Contract: 36 months

Best For: Medium offices, healthcare, hospitality, e-commerce

Business Fiber 1Gig

• Speed: 1 Gbps symmetric
• Static IP: 13 included, up to 29 available
• Support: 24/7 dedicated account manager
• SLA: 99.95% uptime with 2-hour response guarantee
• Installation: Custom network design and setup
• Equipment: Enterprise-grade managed equipment
• Backup: Automatic 4G failover included
• Managed Services: Optional WiFi, security, monitoring
• Monthly Price: $499.99
• Contract: 36 months

Best For: Large offices, data-intensive operations, VoIP systems, hosted applications

Enterprise (50+ employees)

Enterprise Dedicated Fiber

• Speed: 1 Gbps to 10 Gbps (scalable)
• Static IP: Block of 29+ IPs
• Support: Named account team + 24/7 NOC
• SLA: 99.99% uptime with 1-hour response guarantee
• Installation: Custom fiber build + network design
• Equipment: Fully managed infrastructure
• Redundancy: Diverse path, dual circuits available
• Managed Services: Full suite available (security, SD-WAN, etc.)
• Monthly Price: Custom (starting $1,500)
• Contract: 36-60 months

Best For: Corporate headquarters, data centers, mission-critical operations, multi-site businesses

Static IP Addresses

What is Static IP?

• Permanent IP address that doesn't change
• Required for hosting services (email servers, VPN, remote access)
• Allows external connections to internal resources
• Enables remote monitoring and security systems

Static IP Options:

• Single Static IP: +$15/month
• Block of 5: +$35/month
• Block of 13: +$65/month
• Block of 29: +$125/month
• Larger blocks: Custom pricing

Service Level Agreements (SLA)

What SLA Covers:

• Guaranteed uptime percentage
• Response time for outages
• Resolution time commitments
• Financial credits for SLA violations
• Proactive monitoring and notification

SLA Credit Structure:

• 99.9% = 43 minutes downtime/month allowed
• Below 99.9%: 10% monthly credit
• Below 99.5%: 25% monthly credit
• Below 99%: 50% monthly credit
• Below 95%: 100% monthly credit

SLA Exclusions:

• Scheduled maintenance (with 7-day notice)
• Customer equipment failures
• Force majeure events
• Customer-caused outages

Priority Support

Business Support Features:

• Dedicated business support line (skip IVR)
• Priority queue position
• Account manager for large accounts
• 24/7 technical support
• Proactive monitoring and alerts
• Faster dispatch times
• Technical escalation paths

Professional Installation

Small Business Install:

• Site survey and fiber/cable run
• Equipment installation and configuration
• Basic network setup (router, WiFi)
• Testing and speed verification
• Customer training on equipment
• Timeline: 10-15 business days

Enterprise Install:

• Comprehensive site survey
• Custom fiber installation or build-out
• Network design and architecture
• Full infrastructure setup (switches, access points)
• Security configuration (firewall, VPN)
• Integration with existing systems
• Comprehensive testing and documentation
• Staff training
• Timeline: 30-90 business days

Managed Services (Optional Add-ons)

Managed WiFi - $99/month

• Enterprise-grade access points
• Guest network with captive portal
• Usage analytics and monitoring
• Automatic updates and optimization
• 24/7 support and troubleshooting

Managed Security - $149/month

• Next-gen firewall
• Intrusion detection/prevention
• Content filtering
• Anti-virus/anti-malware
• Security monitoring and alerts
• Regular security updates

Managed SD-WAN - $199/month per site

• Connects multiple business locations
• Intelligent traffic routing
• Application optimization
• Failover and redundancy
• Centralized management
• VPN between sites

Cloud Backup - $79/month (500GB, expandable)

• Automated daily backups
• Secure encrypted storage
• Rapid restore options
• Disaster recovery planning
• Compliance support

Qualification Questions

1. "How many employees/devices will be using the internet?"
2. "What applications and services do you rely on?" (VoIP, cloud apps, video conferencing)
3. "Do you currently experience speed or reliability issues?"
4. "What's your current internet speed and provider?"
5. "Do you host any services or servers on-premise?"
6. "Do you need static IP addresses?"
7. "Is internet downtime critical to your business operations?"
8. "Do you have multiple locations that need connectivity?"
9. "What's your budget range for business internet?"
10. "When do you need service activated?"

Needs Assessment Matrix

Value Proposition by Business Type

Retail: "Reliable internet means POS systems stay up, you can process payments, and customers don't wait. Our SLA and backup options prevent lost sales."

Professional Services: "Fast, secure internet supports your cloud applications, video conferencing with clients, and file sharing. Static IP enables secure remote access."

Healthcare: "HIPAA-compliant security, reliable access to patient records, and priority support when you need it most. Can't afford downtime during patient care."

Hospitality: "Guest WiFi expectations are high. Managed WiFi with analytics helps you provide great experience while keeping your business network secure."

E-commerce: "Symmetric fiber supports web hosting, inventory systems, and shipping integrations. Website uptime directly impacts revenue."

Overcoming Business Objections

"It's too expensive compared to residential"

Response: "Business broadband costs more because you're getting guaranteed speeds, uptime SLA, priority support, and professional setup. Calculate what an hour of downtime costs your business - the SLA often pays for itself with one prevented outage. Plus, it's a tax-deductible business expense."

"We don't need that much speed"

Response: "Speed isn't just about downloads. With your [VoIP/cloud apps/video conferencing], you need consistent upload speeds too. Plus, bandwidth needs grow - planning ahead prevents disruptions when you add employees or services."

"Can't we just use residential business?"

Response: "Residential plans violate terms if used for business, have no uptime guarantees, and consumer support doesn't prioritize business outages. When you can't process payments or access critical systems, you need priority support - not a callback in 24-48 hours."

"We're month-to-month currently"

Response: "The contract locks in your rate and ensures service priority. We also provide professional installation and sometimes waive setup fees with contracts. Plus, you're protected from price increases during the term."

"Installation timeline is too long"

Response: "Professional installation ensures everything is set up correctly the first time. We do site surveys, proper cable runs, and network configuration so you don't have ongoing issues. We can often expedite for urgent needs - let me check availability for your location."

Information Required

• Business legal name and DBA
• Business address (service location)
• Billing address (if different)
• Tax ID/EIN or SSN (sole proprietor)
• Authorized signatory contact info
• Desired service level and add-ons
• Static IP requirements
• Preferred installation date/window
• Building access information
• Existing infrastructure details

Address Qualification

1. Enter service address in CRM
2. Check for fiber availability
3. If no fiber: Check for cable/copper availability
4. If not serviceable: Add to waitlist for future fiber build
5. Verify building type (MDU vs. single tenant)
6. Check for any construction requirements

Credit Check

• Required for contracts over $200/month
• Checks business credit if EIN provided
• Falls back to owner's personal credit if needed
• May require deposit if credit doesn't qualify
• Deposits: Typically 2-3 months of service

Order Submission

1. Complete business information in CRM
2. Upload signed contract
3. Submit order to business provisioning team
4. Order confirmation sent to customer within 24 hours
5. Site survey scheduled within 5 business days
6. Installation scheduled after survey completion
7. Customer receives installation confirmation 3 days prior

Pre-Installation

• Site survey to assess location
• Determine cable routing and equipment placement
• Identify any building permit requirements
• Coordinate with building management (if applicable)
• Confirm installation date and time window
• Send customer preparation checklist

Installation Day

• Technician arrival window: 8AM-12PM or 1PM-5PM
• Install fiber or cable to building
• Install and configure modem/router
• Set up static IPs if ordered
• Configure WiFi and security settings
• Test all equipment and speed
• Provide customer training
• Document installation and network diagram
• Customer signs off on completion

Post-Installation

• Follow-up call within 24-48 hours
• Address any issues or questions
• Schedule optional advanced training
• Provide support contact information
• Activate proactive monitoring

Business Support Contact

• Phone: 1-800-BIZ-HELP (priority line)
• Hours: 24/7 for Business Fiber 500+, Business hours for lower tiers
• Email: business.support@telco.com
• Portal: business.telco.com (ticket submission, monitoring)
• Account Manager: Assigned for Business Fiber 1Gig+ customers

Common Business Issues

Slow Performance During Business Hours

• Check for bandwidth-heavy applications
• Review QoS settings on router
• Verify no unauthorized devices
• May need speed upgrade
• Consider managed traffic optimization

VoIP Call Quality Issues

• VoIP requires consistent upload speeds
• Enable QoS prioritization for VoIP
• Check for packet loss and latency
• May need symmetric fiber upgrade
• Consider dedicated VoIP circuit

VPN Connection Problems

• Verify static IP configuration
• Check firewall rules
• Ensure VPN ports are open
• Test VPN from different locations
• May need managed security review

Equipment Failure

• Business equipment includes advanced replacement
• New equipment shipped overnight
• Technician dispatch available if needed
• 4G backup activates automatically (if subscribed)
• SLA credit applies for extended outages

Escalation for Business Customers

1. Business customers get priority escalation
2. All critical issues escalate to Tier 3 immediately
3. Account manager notified for Business Fiber 1Gig+ customers
4. SLA clock starts at initial report
5. Regular updates required per SLA
6. Post-incident review for outages over 4 hours

Credit Eligibility

• Service must have been down (not slow)
• Outage must be verified in system
• Downtime exceeds SLA threshold
• Customer must request credit within 30 days
• Scheduled maintenance is excluded

Credit Calculation

1. Calculate actual uptime percentage
2. Compare to SLA guarantee
3. Apply credit tier from SLA
4. Credits applied to next bill automatically
5. Maximum credit: 100% of monthly service fee

Credit Request Process

1. Customer or account manager submits request
2. Include ticket numbers and outage details
3. Business operations team reviews
4. Verification takes 5-7 business days
5. Credit applied or denial explanation provided
6. Customer can appeal denial

Contract Terms

• 24 or 36-month terms standard
• Custom terms for enterprise (up to 60 months)
• Early termination fee applies
• ETF = Monthly fee × months remaining × 75%
• Auto-renewal to month-to-month at contract end
• Rate protected during contract term

Billing

• Monthly billing in advance
• Pro-rated first bill based on activation date
• One-time installation fee (often waived with contract)
• Equipment rental included in monthly fee
• Add-on services billed monthly
• Overage charges (if applicable to plan)

Payment Options

• Automatic bank draft (ACH)
• Automatic credit card payment
• Check or online payment (manual)
• Wire transfer for large accounts
• Net 30 terms available for established businesses

When to Transfer

• Customer needs 1Gig+ service
• Multi-location requirements
• Custom SLA or contract terms
• Managed services interest beyond standard offerings
• Enterprise-level complexity
• Budget over $1,500/month
• Fiber build-out required
• Complex network integration

Warm Handoff Process

1. Qualify customer's basic needs and budget
2. Explain that business solutions are specialized
3. Get permission to transfer or schedule callback
4. Brief business sales team on customer needs
5. Provide customer with direct business sales contact
6. Schedule consultation or transfer immediately if available
7. Follow up within 24 hours to ensure customer was contacted
8. Document handoff in CRM