Whereas we hear rather a lot about automated provisioning and NaaS, how lengthy does it actually take to get a quote for DIA service?
Or extra to the purpose: how lengthy does it take to truly get a circuit put in?
And what do enterprises actually consider their ISPs?
On this episode of the TeleGeography Explains the Web podcast, Dennis Thankachan, CEO and co-founder of Lightyear, addresses these questions and shares findings from Lightyear’s Enterprise ISP Expertise Information.
Here is a have a look at what is going on on within the ISP market.
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Buyer satisfaction hinges on communication
Based on Lightyear’s Enterprise ISP Expertise Information, median time to put in devoted web circuits is roughly 85 days. Off-net installations requiring building can take considerably longer, with the ninetieth percentile reaching 227 days. Nonetheless, knowledge from NPS surveys exhibits that the one greatest impression on provider satisfaction is the standard of communication.
If carriers are uncommunicative or make subsequent steps unclear, prospects grant poor NPS scores, even for quick installs. Conversely, if a provider communicates nicely and handles delays proactively, they will obtain excessive NPS rankings even on prolonged installs.
What enterprises really take into consideration their ISPs
Total, the typical NPS on carriers in Lightyear’s new report was 4.16 out of 5, which is taken into account excessive.
Dennis hypothesizes that Lightyear’s involvement might assist handle the shopper expertise and communication. Nonetheless, eventualities by which ISPs miss or botch an set up nearly at all times ends in a one-star NPS ranking.
Once more, if an set up experiences delays however the provider communicates nicely, is proactive, and handles the delays successfully, they will nonetheless obtain excessive NPS rankings, together with five-star scores.
The substantial value distinction between DIA and broadband
The median value level noticed for a 100 meg DIA circuit is about $500/month ($5 per meg). This service is usually devoted, symmetric web delivered over fiber.
In distinction, the median value for 100 meg broadband is about $140/month ($1.40 per meg). This distinction represents roughly a 70% value drop and displays that broadband is a non-standard product, typically best-effort or “as much as” a bandwidth, which can expertise service attenuation throughout peak occasions
ISPs want telecom lifecycle administration
Lightyear defines telecom lifecycle administration as encompassing all the things that occurs with a circuit from the service being activated to its eventual deprecation by way of a disconnect.
This complete definition covers the continual means of managing telecom companies, together with:
- Coping with service points: This consists of managing outages, points, and repairs as they happen. Dennis shares that Lightyear indexes over 30 distinctive knowledge factors for all companies, together with help numbers and circuit configurations, to make coping with these occasions simpler.
- Service Modifications and Deprecation: It entails managing service modifications comparable to transferring a service, upgrading, downgrading, or disconnecting the service. Dennis shared the instance of automating painful processes like disconnecting a circuit with a click on, whereas warning customers about potential contract phrases or early termination charges (ETFs).
- Stock Administration: This consists of offering stock for all companies, indexing circuit IDs and system configurations, as a standard challenge is prospects not figuring out what community property they possess.
- Monetary Administration: This consists of billing administration, coping with billing points, bill auditing, and dealing with invoice funds and billing disputes. It additionally covers monitoring all Service Stage Agreements (SLAs) per service and dealing to safe anticipated SLA credit after they course of the billing.
- Contract Administration: Covers renewals and renegotiations of the circuit over time, with a administration platform dealing with renewal processing and making certain prospects by no means miss a renewal deadline by its stock system.
Extra Dennis Thankachan & the TeleGeography Explains the Web podcast
Dennis joined us in early 2025 to debate Lightyear’s 2025 State of Connectivity Report:
Dennis additionally got here on the present in 2024 to cowl how enterprises are sourcing networks. This episode covers the shift to off-premises knowledge facilities, hybrid and distant work, the drive to chop community prices by altering applied sciences, right-sizing networks, and extra.
