CMTS Support

Provisioning, Monitoring, and Support Services for Cable Internet Providers

 

Does your company need help managing the complex technical aspects of running a cable modem system?

 

Network Monitoring/Support

CCI will monitor network statistics to track trends and assist in troubleshooting. Monitoring techniques include ping response time, bandwidth utilization, equipment CPU utilization, quantity of modems online, flap-list analysis, and other statistics available from equipment with remote monitoring capabilities. If a problem is found through monitoring, CCI’s experienced engineers will investigate the problem and fix the issue if possible, notify the appropriate individuals of equipment/device failure, and/or communicate with customer field technicians for problems that are out of the scope of this service. CCI has the unique ability to draw on the experience of multiple engineers that have years of experience in both RF field work and networking. This is imperative to properly maintaining a cable modem system, and allows for fast, appropriate responses to potential problems, reducing customer outages or down-time. The fast diagnosis provided by our experienced, certified staff provides your customer with a positive user experience.

Provisioning, Monitoring, and Support Services for Cable Internet Providers

• Direct End User Phone Support, 24x7x365 and Toll Free
• Network Monitoring and Real Time Statistics
• Remote Support of CMTS and Provisioning Infrastructure
• Customer Provisioning Management
• Offsite Email Hosting , Spam/Virus Filtering, and Account Management

 

End-User Support

CCI will provide subscribers with 24x7x365 help-desk support. CCI will work directly with your customers on potential problems and assist them to get their cable modem and computer online. The customers will be provided with CCI’s toll-free support number to call for assistance.

CCI’s support technicians will also be available, via the support number, to assist field technicians during customer installations.

Customer Management

CCI will manage customer additions, changes, and removals within the CMTS management software on request through a work order sent to CCI via fax or email. A CCI technician will receive the work order, make the change, and return the completed work order with comments and notes.

Our Customer Management service will allow front desk employees to concentrate on billing, customer service, marketing, and other business related tasks while CCI relieves them of the burden of managing the complex technical aspects of running a cable modem system.

E-Mail Hosting and Management

CCI provides e-mail hosting and will manage accounts including additions, changes, removals, and password changes. Email features/services include:

• POP3 and Web mail access (10 MB mailbox size)
• Oversize mail attachment control
• SPAM and anti-virus control
• Server farm (i.e. high availability)
• Optional services include branded Web mail interface