Birch Communications is looking to help its carrier and enterprise customers manage their service connections in real-time by introducing the Service Alert Monitor (SAM), a new tool it says will proactively monitor, detect and alerts customers to any service interruption.
The SAM platform complements Birch's ongoing internal efforts to monitor its IP network 24/7 via its own personnel.
By proactively and automatically identifying service issues for individual customers, SAM can minimize customer downtime.
When an issue is spotted, the system automatically initiates a ticket for troubleshooting and communicates regular status updates to customers.
Birch's SAM offers four main elements: proactive monitoring of customer services; proactive ticketing and troubleshooting; proactive notification and updates directly to the affected customer; and continual fostering of the customer relationship throughout the support lifecycle.
Given the fact that it has been expanding its network via a mix of its own facilities and through carrier partners, being able to provide a service like SAM makes sense for Birch.
The service provider has built a nationwide private IP network, which is comprised of 31,000 route-miles of fiber, over 600 POPs (points-of-presence), 400,000 metro fiber lit buildings and four data centers.
In November 2015, the service provider added 80,000 buildings across its 22-state footprint, deepening its on-net building fiber reach to over 400,000 fiber-fed buildings.
SAM is currently in limited release and will be fully available to all customers in spring 2016.
- see the release
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