Tierzero Product FAQ's

 

T1 FAQ's

Why is a T1 more expensive than DSL or Cable?

T1 is in a distinctly different class than DSL and Cable because it is a dedicated and secure line between you and the Internet service provider. With DSL and Cable your line is brought from your office to the service providers nearest aggregation point where many other customers are being aggregated. Your traffic and the rest of the other customers traffic are then put on a shared network. In almost all cases the bandwidth of the shared network is less than the sum of all the customers aggregated on it. This is call “over-subscribing” and is at the heart of the lower cost of DSL and Cable. You may see words like “best-effort” on your service level agreement. The thinking is that all the customers will not be using the bandwidth at the same time. In truth, sometimes they don’t. But if you are running mission critical applications like voice, video, or hosting your own business applications you may not want to spin the “best-effort” wheel. Depending on your business operation it only takes once or twice a month of not having the bandwidth when you need it to severally impact your business. This is when point-to-point, non-shared, dedicated service like T1 comes in handy and you won’t mind paying a little extra for it.

How fast is a T1?

A T1 transmits data at 1.54 megabits per second. It is an synchronous service meaning that is has equal speeds for both upload and downloads.

How come I only can use 5 of the 8 IP’s that are assigned to my T1?

The other 3 IP’s are used on the router that we provide you with and routers in the Tierzero network so we can route your traffic to the Internet. Without this the service doesn’t work.

Can I get more IP addresses?

Because of of the explosion of the Internet IP’s are in high demand. ARIN (American Registry for Internet Numbers), the body that allocates IP addresses, has asked all service providers to monitor the delegation of IP’s very closely. You can get more IP’s but we have to justify their use to ARIN and there is a small additional charge.

Can I use my own router?

The router that we provide allows us to proactively monitor your service. This is a key part of the service that you are paying for. If you need to add another router, you can always add it on the other side of our router.

Can I have access to the Tierzero router?

Since we use this router to monitor your service we do not allow customer access to it.

Can I run VoIP over my T1?

Yes. T1 is perfectly suited to run VoIP. Since it is a point-to-point, dedicated connection it offers the highest reliability for VoIP services.

What can I do to make the install go faster?

Filling out the worksheets completely and accurately does a great deal to speed the installation process. If there is a mistake or change in the paperwork sometimes the install process has to start all over again.

Can I expedite my installation?

Yes. There is a $800 charge for expedited installation which do usually make them go faster. This is pass-through charge from the phone company and they will not guarantee the install date nor refund the charge if they fail to expedite. However, this is your best bet if you are in a time crunch.

Do you supply a user graph so I can monitor my bandwidth?

Yes. You will be giving your login and password when the field tech installs your service at your location.

What do I do if my service goes down?

Call us at 213-784-1400 option 1 or email care@tierzero.com. However, chances are we already knew and are working on the problem. Typically we will call you before you can call us.

What if I outgrow my T1?

We can bond additional T1′s, up to 8, for 12 megabits per second or if your location qualifies we can offer Business Ethernet, 2 to 20 megabits or DS3 at 20 and 45 megabits per second. In some locations we can also offer Metro Ethernet which is 100 megabits per second.

Bonded T1 FAQ's

How does Bonded T1 work?

Multiple T1′s (2-8) are installed in your office. By themselves, these are separate circuits. However, we terminate them in to the same router at your location. The “Bonding” refers to a software process on the router. It happens at both ends of the circuit and effectively turns several circuits into one big one. On the back of your router there is only one Ethernet connection coming out – from here you get all the bandwidth of Bonded T1′s.

How fast is a Bonded T1?

A single T1 transmits data at 1.54 megabits per second. It is an synchronous service meaning that is has equal speeds for both upload and downloads. You can Bond 2 to 8 T1′s. 2 T1′s = 3 megabits, 3 T1′s = 4.5 megabits, 4 T1′s = 6 megabits, 5 T1′s = 7.5 megabits, 6 T1′s = 9 megabits, 7 T1′s = 11.5 megabits, and 8 T1′s = 12 megabits,

How come I only can use 5 of the 8 IP’s that are assigned to my T1?

The other 3 IP’s are used on the router that we provide you with and routers in the Tierzero network so we can route your traffic to the Internet. Without this the service doesn’t work.

Can I get more IP addresses?

Because of of the explosion of the Internet IP’s are in high demand. ARIN (American Registry for Internet Numbers), the body that allocates IP addresses, has asked all service providers to monitor the delegation of IP’s very closely. You can get more IP’s but we have to justify their use to ARIN and there is a small additional charge.

Can I use my own router?

The router that we provide allows us to proactively monitor your service. It also runs the software that allows us to “Bond” the T1′s. This is a key part of the service that you are paying for. If you need to add another router, you can always add it on the other side of our router.

Can I have access to the Tierzero router?

Since we use this router to monitor your service and “Bond” the T1′s we do not allow customer access to it.

Can I run VoIP over my Bonded T1?

Yes. Bonded T1 is perfectly suited to run VoIP. Since it is a point-to-point, dedicated connection it offers the highest reliability for VoIP services.

What can I do to make the install go faster?

Filling out the worksheets completely and accurately does a great deal to speed the installation process. If there is a mistake or change in the paperwork sometimes the install process has to start all over again.

Can I expedite my installation?

Yes. There is a $800 charge for expedited installation which do usually make them go faster. This is pass-through charge from the phone company and they will not guarantee the install date nor refund the charge if they fail to expedite. However, this is your best bet if you are in a time crunch.

Do you supply a user graph so I can monitor my bandwidth?

Yes. You will be giving your login and password when the field tech installs your service at your location.

What do I do if my service goes down?

Call us at 213-784-1400 option 1 or email care@tierzero.com. However, chances are we already knew and are working on the problem. Typically we will call you before you can call us.

What if I outgrow my Bonded T1?

We can bond additional T1′s, up to 8, for 12 megabits per second or if your location qualifies we can offer Business Ethernet, 2 to 20 megabits or DS3 at 20 and 45 megabits per second. In some locations we can also offer Metro Ethernet which is 100 megabits per second.

T3 FAQ's

How fast is a T3?

A T3 transmits data at 45 megabits per second. It is an synchronous service meaning that is has equal speeds for both upload and downloads. When we we install your T3 we can either give you the access to the full 45 megabits per second or if you don’t need the whole 45 megabits, we can “cap” part of the connection and give you access to 20 megabits for a lower price.

Is T3 service available in the same places that T1 is?

No. Your building needs special Telco facilities for T3. Call us, we would be happy to check your office for T3 service.

How come I can only use 5 of the 8 IP’s that are assigned to my T3?

The other 3 IP’s are used on the router that we provide you with and routers in the Tierzero network so we can route your traffic to the Internet. Without this the service does not work.

Can I get more IP addresses?

Because of the explosion of the Internet IP’s are in high demand. ARIN (American Registry for Internet Numbers), the body that allocates IP addresses, has asked all service providers to monitor the delegation of IP’s very closely. You can get more IP’s but we have to justify their use to ARIN and there is a small additional charge.

Can I use my own router?

The router that we provide allows us to proactively monitor your service. This is a key part of the service that you are paying for. If you need to add another router, you can always add it on the other side of our router.

Can I have access to the Tierzero router?

Since we use this router to monitor your service we do not allow customer access to it.

Can I run VoIP over my T3?

Yes. T3 is perfectly suited to run VoIP. Since it is a point-to-point, dedicated connection it offers the highest reliability for VoIP services.

What can I do to make the install go faster?

Filling out the worksheets completely and accurately does a great deal to speed the installation process. If there is a mistake or change in the paperwork sometimes the install process has to start all over again.

Can I expedite my installation?

No. There is no process to expedite a T3. It is best to give yourself a long lead time.

Do you supply a user graph so I can monitor my bandwidth?

Yes. You will be giving your login and password when the field tech installs your service at your location.

What do I do if my service goes down?

Call us at 213-784-1400 option 1 or email care@tierzero.com. However, chances are we already knew and are working on the problem. Typically we will call you before you can call us.

What if I outgrow my T3?

We can bond additional T3′s, up to 3 in some circumstances.

Ethernet over Copper FAQ's

What is Business Ethernet?

Business Ethernet is a new way of delivering broadband Internet access to your business that utilizes the existing copper infrastructure in the same way that T1 broadband does. However, Business Ethernet is different from T1 because it utilizes the modern networking standard of Ethernet vs. the antiquated standard of T1. Ethernet is much more durable and robust than T1 and therefore easier to maintain and operate for carriers. This means you get faster speeds at lower prices.

Why is Business Ethernet less expensive than T1?

Where T1 needs 2-4 copper pairs, they need to be very carefully conditioned end-to-end. With Business Ethernet more pairs are utilized (up to 10), but the amount and type of electronics used to run Ethernet over Copper is much less. Mostly because the signal on the copper only needs to be maintained from the business premises to the nearest Telco central office. Once there, the traffic is put on a robust fiber Ethernet network back to Tierzero. With a T1, the same T1 signal needs to be maintained all the way from the business premises to Tierzero which can be miles vs. feet.

Is Business Ethernet Reliable?

Extremely. In fact, even more reliable than a T1. Because less electronics are involved, more copper pairs can be deployed for the service, so redundant pairs are actually built into the service. If one pair goes bad, you only lose the amount of speed proportional to that copper pair. If there are 10 pairs you lose one 10th, and in most cases you will have more speed than paid-for in the beginning. And the bad pair can be repaired without taking the service down. Compare this to a T1, if one pair goes bad the whole service is bad and repair takes scheduled down time.

Is Business Ethernet Secure?

Very. This is a point-to-point, secure and private connection. Unlike Cable, DSL and some Fiber services Business Ethernet is not shared with other customers.

Is the speed guaranteed?

Yes. This is not a “best effort” service like some DSL, Cable and Fiber services. Your speed is guaranteed.

Is the speed symmetrical?

Yes, the speed is both up and down. For example, when you order 5 megabits Business Ethernet you are guaranteed that 5 megabits both up and down.

Will I need any special equipment?

No. Tierzero will supply a customer premise router.

Can I keep my existing IPs?

Yes. If you have current service with Tierzero and are using Tierzero IP’s you will be able to continue on Business Ethernet using those IP’s.

Why do they call Business Ethernet plug-and-play?

Business Ethernet is said to be plug-and-play because there’s no need for expensive routers or equipment. The hand off is the same reliable Ethernet cable we’re all familiar with. Plug it into the wall and you’re good to go.

What bandwidth will I need?

Business Ethernet is highly scalable. You can start with 3 Mbps and a simple change on our end turns you up or down as you need it.

Will EoC be compatible with my LAN?

90% of all LANS are Ethernet which almost guarantees you have true plug-and-play compatibility with the LAN you have.

Hosted PBX FAQ's

Do the calls go out over the Internet?

No. You are connected to Tierzero with a private data connection that runs from your office to our secure data center. Once the call reaches us we route it directly to the person you are calling. However, if you have a remote location where we cannot provide a direct connection, or if you plug your phone into a different location, your call will go over the Internet until it reaches Tierzero, where we then route it to its destination without going over the Internet. If you have a good Internet connection at your remote location your call should be clear.

Do I have to buy phones?

Tierzero provides provides packages that include Polycom phones included with the service price. However, you may lower your monthly bill by purchasing the phones yourself. Should you wish to do so, we will make the phones available to you at the price we pay.

Do I need special cabling?

In most cases your existing Cat5 or better cabling on your LAN will do the job. The cable that plugs into your computer will plug into the phone and jumper cable will run from your phone to your computer. However, you will need to make sure that you do not have multiple switches connecting to each other in your LAN – this can cause problems with Hosted PBX.

Do I need to buy any new equipment?

Depending on the state of your LAN you may not need any new equipment. Hosted PBX requires a professionally designed LAN which simply means that you cannot have any hubs or cascading switches in your LAN. The more devices or hops inside your LAN, the higher the chance your call quality will be affected. We can make a quick assessment at no charge and provide recommendations if needed.

Do the phones plug into the power in the wall?

They can, but it is not required. If you have a POE (power over Ethernet) enabled switch, the phones will not need an AC adapter. This saves a lot of extra cables. Also, if you have a battery backup UPS (Uninterpretable Power Supply) for your POE enabled LAN switch, your phones will stay up if you lose power to your office.

What if my office loses power? Do I miss phone calls?

If you use a POE (Power Over Ethernet) enabled switch in your LAN and power your phones over your LAN instead of plugging them into the wall, your phones will stay up during a power outage. However, even if you choose not to use a POE switch your calls would simply go to voicemail or they could easily be routed to your cell phone or remote office.

What if I have more than one office?

Hosted PBX moves the functions of the PBX out of your office and into Tierzero’s private “cloud”. That means it’s easy to add multiple offices to the system. As you add offices they become part of your phone system. You can 4-digit dial your additional offices as if they were down the hall.

Is there security to prevent international calling fraud?

The system has a very high level of customizable security for calling. You can choose who gets international calling and how high you want to set the security level. We recommend it set very high to eliminate fraud.

Do I pay for long distance?

Long distance to the 48 continental states is included in the price of service.

How does Hosted PBX pricing work?

Instead of paying for phone lines, separate calling charges, a PBX lease and a maintenance contract you pay one monthly flat-rate per user. The monthly user cost is based on the features enabled for those users. This monthly cost covers all domestic local and long distance charges (48 continental states), all phone features, voicemail, etc.

Can I get my voicemail on my email?

Yes. All of your voicemail messages forward to your email as audio files you can play from your computer. This allows you to forward them to others for easy review or action.

Do I need to keep my lines from the phone company?

No. When you move your service to us you no longer need the phone company. We handle the service end-to-end.

How do I make a change to the system?

You are provided with a web based “portal” where you can make changes to the system like call forwarding, voicemail options etc. There is also an administrative “portal” where system-wide changes can be made for functions like calling policies etc. You always have the option to call us to help you.

Can I keep my existing phone numbers?

Yes. We move or “port” the numbers to our service. This is included in the price. However, if your phone numbers are out-side of your rate center there is an additional charge.

Will I have any downtime when I switch?

There will be some downtime during the transition. Much depends on the carrier you are switching from. If all goes as planned your downtime should be around 15 minutes.

What about Internet access?

In most cases Internet access is provided with your Hosted PBX package.

Can I send faxes?

Yes. The best results are achieved with new fax machines and fax modems. The optimum speed is 14,400 bps.

Will the sound quality be the same?

Sound quality is usually better. We use HD (High-Definition) technology that makes the sound quality so real it takes a little getting used to.

Do you offer training?

Our service includes on-site training for users. We also provide “train-the-trainer” for your office administrators.

How does voicemail work with your system?

It works in the same way as your existing PBX. It also has some advanced features like voicemail to email so you can get your email as a .wav file in your email box.

What happens if my Internet goes down? Will my phones still work?

Remember, your calls aren’t going out over the Internet. But if for some reason the dedicated connection between your office and the Tierzero Hosted PBX facility fails, your calls will still reach our switch and can be re-routed to your cell phone, your remote office or any other phone number you choose.

Can I forward calls to my cell phone?

Yes. You can have your calls ring your cell phone and several other phones at the same time. You can also transfer calls back from your cell phone to other users on the system.

What if I want to work from home or get calls while traveling?

You can take your phone with you and plug it into any broadband Internet connection anywhere in the world to be used as if you were in your home office.

Business Fiber FAQ's

What is Metro Fiber Internet?

Metro Fiber Internet (Fiber Optic Internet) is the king of high-speed Internet access.  It is a direct fiber link between your location our our POP (Point of Presence) from there we connected you directly to the Internet backbone.  This fiber connection completely bypasses the telephone company.  Metro Fiber gives you speeds from 20 megabits to 1 gigabits per second.

How does Metro Fiber Internet compare to DS3?

T3 Internet access is a great option for high-speed Internet access. However, if you can get Metro Fiber Internet at your location – take it.  T3 is a very old technology and requires a lot of electronics across the link where fiber is more of a direct shot with less components to go wrong.  More importantly, a 100 megabits of Metro Fiber will cost you the same or just slightly more than a 45 megabit T3.

Is Metro Fiber Internet Reliable?

Extremely. In fact, even more reliable than a T3. Because less electronics are involved and Metro Fiber Internet bypasses the phone company which greatly reduces the chance of errors.

Is Metro Fiber Internet Secure?

Very. This is a point-to-point, secure and private connection.

Is the speed guaranteed?

Yes. This is not a “best effort” service like some Cable  services. Your speed is guaranteed.

Is the speed symmetrical?

Yes, the speed is both up and down. For example, when you order 100 megabits Metro Fiber Internet you are guaranteed that 100 megabits both up and down.

Will I need any special equipment?

No. Tierzero will supply a customer premise router.

Can I keep my existing IPs?

Yes. If you have current service with Tierzero and are using Tierzero IP’s you will be able to continue on Metro Fiber Internet using those IP’s.

Why do they call Metro Fiber Internet plug-and-play?

Metro Fiber is said to be plug-and-play because there’s no need for expensive routers or equipment. The hand off is the same reliable Ethernet cable we’re all familiar with.  Plug it into the wall and you’re good to go.

What bandwidth will I need?

Metro Fiber Internet is highly scalable. You can start with 20 Mbps and a simple change on our end turns you up or down as you need it.

Will Metro Fiber Internet be compatible with my LAN?

90% of all LANS are Ethernet which almost guarantees you have true plug-and-play compatibility with the LAN you have.

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