Wire Fly recognizes that the quality of our service is the foundation of our business. Broadband customers have a “Click it and it works” expectation and Wire Fly chooses to meet this expectation. We have formed a dedicated team specifically to ensure a high quality of service with the goal that all of our customers have an enjoyable Internet experience.

This team is responsible for designing and developing policies, procedures, and systems to ensure that Wire Fly is successful in achieving our goals. Redundant connections, self monitoring equipment, automated software, and 24-hour monitoring are all used to achieve our 99.9% network uptime. Our monitoring practices include latency times, packet loss, network availability, and many others statistics on a minute- by-minute basis to the very edge of our networks. Additionally, we monitor those same statistics for every customer on a 5 minute basis. These practices alone put Wire Fly well above our competitors in network awareness, availability and service quality, but we have also gone several steps further.

Our customer support is an integral piece in achieving our service goals. Malicious software such as viruses, trojans, spam, and file sharing uploads are challenges that all Internet users face on a daily basis. We have developed systems to monitor this type of activity on our network and we can identify specifically affected customers. Once detected, our team proactively contacts the customer to start the process of assisting them with those issues. Wire Fly pays close attention to our customers’ issues and actively brings those issues to resolution rather than the traditional “It’s not our problem” attitude prevalent in our industry.

The overall measurement of our success is if our customers are satisfied with the service we provide. To measure this success, Wire Fly conducts customer phone surveys on a daily basis and has over 96% customer satisfaction rate.