An internet connection can make or break a company. As businesses increasingly depend on robust online operations, selecting the ideal business internet provider becomes a critical decision. Matt Chippendale, head of strategic partnerships at Vorboss explains why the factors of network, service, and people should be at the forefront of your Internet Service Provider selection process.
Network
When choosing an Internet Service Provider (ISP), understanding the infrastructure they use is important. The reliability and performance of your business operations hinges on the reliability and performance of your partner.
Many providers still rely on outdated, legacy networks, like Openreach, that simply cannot keep pace with today’s data demand. Opting for ISPs that invest in their own infrastructure, or understand the nuts and bolts of the capability they’re selling, can be a big benefit. Look for an ISP that will talk about how they engineered their network, and shows that they really appreciate the importance of resilience and reliability.
Next, it’s important to appreciate the difference between broadband and direct internet. No serious business should be thinking about using anything other than full fibre. But many don’t realise that the FTTP (Fibre to the Premise) ‘broadband’ service they procure is actually shared with their neighbours – so that Gbps service is a lot less in reality, especially at peak time.
Direct internet, or leased lines, means every bit of capacity is all yours. And the network architecture is usually significantly more robust, with fewer points of potential failure.
Equally important is understanding your bandwidth requirements. Businesses should plan for their peak times, and consider their future. The alternative is to compromise on what is now a vital service, at the most important moments.
The consumer space is getting used to 500Mbps and 1 Gbps speeds. But most businesses are still stuck in that tier today too. The forward-looking decision makers are realising that a shift to cloud-based storage and sharing, a strong reliance on video communications, and the need to shift around increasing amounts of large files all mean that peak requirements are exceeding 1 Gbps. Options like 10 and 100Gbps are becoming a strategic necessity.
Aligning your internet service with your business operations will help you deliver, and secure your competitive edge.
Service
A smooth onboarding process is indicative of a provider’s commitment to customer satisfaction. Transitioning to a new ISP should be seamless, minimizing downtime and disruptions. Vertically integrated ISPs, which manage everything in-house, typically offer more efficient and reliable installations, setting the stage for a successful long-term partnership.
Transparency in contracts and pricing is another critical factor. Look for ISPs that offer clear, straightforward pricing and flexible contract options. Watch out for in-contract price rises, or onerous costs for what should be simple and seamless upgrades. This transparency extends to Service Level Agreements (SLAs), which should include fair – and automatic – compensation for downtime. A robust SLA reflects the provider’s confidence in their service and provides your business with essential guarantees.
People
An ISP’s dedication to understanding and supporting your business can significantly impact your experience. And that only comes with people. Providers who prioritize strong customer relationships, offering dedicated account managers and proactive communication, add substantial value. This personal touch ensures that issues are resolved quickly and effectively, minimizing frustration and downtime.
Another consideration is to think about who the people you see representing your ISP *really* work for. The more third parties and contractors there are in the service chain, the harder it’s going to be for you to get quick answers and quick resolutions. Look for ISPs that employ all their own people. And look for diversity in those people if you value a partner with strong ESG credentials – that’s an increasingly important part of smart, multi-layered decision making.
Conclusion
Choosing the right business ISP is about more than just speed and price. A good partner aligns with your business goals, understands your needs, and offers the support to help you deliver. A quality network that they own. A price that’s transparent. A vision for future demands. And people that are responsible and accountable. That’s a combination that makes a smart decision.