Telarus provides circuit monitoring for all Telarus-sourced circuits at no cost to the partner or end-user. Circuit monitoring provides the ability to view the performance of the circuit. We test the circuits primarily in two ways. Ping and Traceroute.
- Ping: To determine whether or not a specific IP address is accessible. To measure packet loss, latency, and if the circuit is down. If the circuit is down, email alerts will be sent to you and/or the customer notifying you.
- Traceroute: Used to trace the packets sent from the customer’s computer to the ISP. It will show you how many hops the packet requires to reach the ISP and how long each hop takes. We can also see delay and packet loss, if there is any.
- Circuit Monitoring Peering: Monitoring Peers is the ability to monitor a circuit from two widely-dispersed points on the internet; the west coast and the east coast of the United States. The distribution of the monitoring ensures that when testing the circuits, different paths across the internet will be used. Performance metrics for these two different routes will be collected, providing data for comparison and triangulation.
- Dashboard: Access via the web, where you can see all of these metrics. The information is for you to share with your customer and potentially the ISP pending the circumstances.
Selling will never be the same. Differentiate yourself from your competition with this new service powered by VXSuite. This page was designed to walk you through a brief 3 step process to learning about the service, how to sell it, and how to use it effectively.
Circuit Monitoring with Resolution
We are excited to announce that partners now have the option of a paid monthly service to have circuits monitored for outages. When an outage occurs, the Telarus team will contact the provider, open a ticket, and follow that ticket to resolution. Click below to view an example flyer that is available to give to your customers to announce this service. Get yours branded with your own logo and contact information using Aprimo, our self-service marketing tool. Not set up with Aprimo yet? Get started here >
Why Ticket Resolution?
You don't want to manage outages. Many partners have discovered VXSuite is a sales differentiator, but realize with this comes additional work to provide value to the customer. One question we have received is, “Where will the outage alarms will be sent?” Currently the alarm notifications are sent to either the customer or to the partner. While some partners see this as a great opportunity to serve their customer, others are not prepared to handle these emergencies.
Ticket resolution was created for agents who want all the advantages of selling with VX but don't want the work of 24/7 response and resolution responsibility.
How does a customer sign up?
The following information will need to be collected from the customer:
- External IP address and circuit information to be monitored
- Contact information to be notified and communicated with during an outage
- Letter of Authorization to act on the customer's behalf
- Credit Card Authorization form for payment
- When you and your customer elect to add this service to their circuits, you will contact the circuit monitoring team at firstname.lastname@example.org. This team will collect all the above information.
- They will be provided a LOA (Letter of Authorization) for the customer to sign that will allow our team to open tickets on the customer's behalf.
- The customer will also need to define the alarm contacts and whom should be updated during any outage.
- If the customer is already participating in free circuit monitoring, they will have already defined this information but will need to complete the LOA.
- The customer will also be provided the credit card authorization form at this time.
What it is
Utilizing VXSuite probes on the east and west coast, our Network Operation Center will be monitoring the circuits testing at regular intervals. In the case of an outage our team will contact the provider, open a ticket, use best efforts to speed resolution, and communicate with appropriate parties progress updates and ticket closure.
What it isn’t
This is not an Service Level Agreement. While we are monitoring and acting quickly in the case of an outage, the carrier will still follow their SLA’s and we will be limited by their response and engineering response to the problem.
How much does it cost?
The price for this service will be $20 per circuit per month. The commission to the agent will be $5.00 per circuit per month. This will be paid through the normal commission systems.
Questions should be directed to Karie Huzzey. She can assist you in talking to your team or customers.
Follow these steps to Get started
Step 1: Learn
Watch this short 7 minute training video to learn:
- What is included
- What is required
- How it works
- What to expect
Pressed for time and want the notes? Click the button to see the text version.
Step 2: Sell
Arm yourself with a white-labeled marketing slick to visually explain to your customers why buying a circuit from you is better than buying a circuit from your competition. Click the image below to submit a request form to our in-house graphic designer so he can add your logo and custom messaging if you choose.
Step 3: Monitor
Watch this video training on how to navigate the dashboard and the circuit performance metrics. From this view, you will see all of your sold circuits that have the service and be able to maintain their quality with ease. The training video below contains the following sections:
Circuit Details 6:53
Events and Reporting 14:03
Detailed Report Walk-through 20:47