Disclaimers and Questions for Business Installation.
Should be discussed on Phone and followed up with via Email to reiterate what was discussed on the phone, to avoid surprises and ensure we under promise and over deliver.
Client Education – Go over our process and what they can expect, and fine tune any special requirements.
1) ROOF – We will install an antenna on the roof, and we will install it in such a manner to get the best possible signal strength which will give them the best possible Internet.
Client will need to grant us roof access and they need to coordinate whatever is necessary to achieve roof access, by obtaining key(s), finding roof hatches, or obtaining permission from landlord if necessary.
2) UTILITY CLOSET – If their building has a utility closet or telephone closet, chances are we will need access to it. Please have them coordinate any necessary access prior to our arrival.
3) HOLES – We may need to drill hole(s) to bring our cable into their primary network location. If an existing hole, conduit, or other entry point is available we will use that and only drill as a last resort; to be sealed with silicone.
4) Do they have an IT person? If yes, that person needs to be involved in the process.
5) Discuss WiFi, try to get a feel for their current WiFi situation by asking probing questions like “Do you have WiFi deadzones or slowspots in the building?” Some potential customers assume their WiFi problem is caused by their Internet provider and think switching providers will solve their bad WiFi. We need to confirm they do not think that or we will end up not solving their issue. We are not providing WiFi, we are just providing a hardwired connection into their router. Make sure client understands WiFi limitations which can be caused by building construction, nearby wireless interference, device age(s), device limitations, and other WiFi anomalies that cannot be predicted but can be resolved by properly diagnosis and installation of proper hardware depending on the issue. We recommend UniFis, a minimum of 1 per 1200 sq ft for optimal coverage and reliability. This takes a number of assumptions into account and may not apply to every scenario. Average labor is 2 hrs per UniFi, could be more or less, but if they want a rough quote that is reasonable for an enclosed single building with easy attic access or setup in repeater mode if no good access or budget is top concern. If performance is top concern hardwire all access points to common switch, average is 2-3 hrs per AP plus PoE switch plus decent router. This service will not be done by Internet installer, but we can refer this to our Business IT Department to handle.
6) Do they have any 3rd party vendors, devices, or IP address-specific software, which require Internet access? This is a probing question that might take awhile to get the real answer out of. They will say, well I use Chrome, I use QuickBooks, I use Google, I read my Email. This is not what we need to know; we need to know if there are any services, not computer programs per se, that use the Internet. This might include POS systems for restaurants or stores that may require specific settings on the router, DVR/Camera Systems that require a static IP, vendors that mange their Router or Network equipment (common for chain stores/restaurants).
7) Do they have employees work remotely? How do they do it? Web portals like LogMeIn, GoToMeeting, Splashtop, etc, will continue to work. If they use VPNs, Remote Desktop, or any IP specific based method it will no longer work until configurations are made by a network administrator. It might be as simple as giving all the clients the new IP address, or it may require complicated adjustments depending on the setup.
8) By this point you should already know but if its still not clear, do they need a static IP? Explain that they will not have a publicly facing IP and port forwarding WILL NOT WORK without a static IP, verify they understand that. This is not important for 99% of customers, even business customers. Most modern services do not require any port forwarding and will work fine through NAT.
9) Do they have an offsite backup or other upload bandwidth intensive processes? Go over offsite backup/cloud server bandwidth requirements. Do they check their backup? Do they know how to adjust settings? We have had customers switch to our service and then immediately report problems. After diagnosis it was determined Dropbox/Carbonite/Etc was eating up 100% of the upload bandwidth. These issues are resolved by scheduling the backups to only use a fraction of the bandwdith capability, or only run after hours, or by other QoS methods. Its possible they always had the problems and just assumed it was their ISP, its possible we are providing them less bandwidth then they used to have and never noticed the problem, but it should be discussed to avoid a potential conflict later.
10) Do they have VOIP? Make sure they will have enough bandwidth for their phones. Or switch them to our phones. Or Both.
11) Confirm with them we WILL DISRUPT their network and office in general. The Internet will go down, we will be using power tools, we will be disruptive. Make sure they schedule this around their schedule and try to avoid deadlines, or other important Internet-work this day. We cannot predict any holdups or issues we may run into so we don’t want them to count on everything being smooth. Chances are we will run into some unforseen issue so they better we can prepare them, the smoother their experience will seem regardless of what issues we encounter.
12) At this point contact with their vendors is necessary. They need to contact any of their Internet-connected vendors and tell them they are switching ISPs, getting a new IP address, and see if there is anything special the vendor needs to know or do prior to the switch.
13) Our standard Installation of the Internet circuit itself to a MAIN POINT OF ENTRY (MPOE) – We can make simple adjustments to simple routers, if they have the password. But if anything advanced needs to occur or any advanced networking adjustments need to occur that is not included on a standard installation and will need to be quoted according to the complexity of the request.
14) Multiple Buildings? If yes, and they need the buildings connected, needs a custom IT quote to connect the buildings (not part of normal Internet install)
15) Any other considerations? That should cover it but if there are additional issues that arrise in the future that are not covered here, please add it to make the future process even smooother.