How we’re ensuring our network is ready for the unexpected

As shelter-in-place orders proliferate, more of our clients are moving to a distributed work environment where many if not all employees are working from home. These clients often ask: If we shift more workers online, do we increase the chance for outages as networks become more susceptible to degradation and congestion?

The answer: We’ve built our network and our business to withstand any crisis. In fact, we’re serving thousands of businesses like yours across the country right now with technology solutions that enable remote work so teams can stay connected to each other (and to customers). We’re also providing temporary network upgrades and service modifications.

Here are three things to know about how we built our network technology — and our teams — to ensure we can help thousands of businesses continue operating even during the most challenging of times.

New technology and network upgrades

Spectrum Enterprise is part of Charter Communications, one of the nation’s largest Internet service providers. Our advanced broadband networks serve nearly 30 million homes and businesses, including many in large metro areas such as New York, Dallas and Los Angeles.

The network has been upgraded in anticipation of increased use, says Stephanie Mitchko- Beale, Charter’s Executive Vice President and Chief Technology Officer. “We’ve invested $40 billion over the last five years in new technology and network upgrades. This includes investments in our fiber backbone, and customer-facing projects like Charter’s recent conversion to all-digital, which freed up capacity in our hybrid-fiber-coaxial network. These investments ensure that even in times of crisis we can deliver exactly what our customers need – reliable high-speed Internet with enough capacity to support even the most high-bandwidth activities.”

Stringent SLAs

To provide our clients with peace-of-mind, all Spectrum Enterprise connectivity solutions are backed by enterprise-grade service-level agreements (SLAs) that ensure 99.99% service availability, and cover our entire network including the connection to your premise equipment. Our SLA metrics also ensure minimal latency, jitter and packet loss.

Guaranteed response

We proactively monitor our network around the clock so that unexpected issues are detected and resolved as quickly as possible – often before our clients are even aware there is a problem. We also have a commitment to restore service within four hours in the event of a service disruption, with our experienced NOC technicians remaining in contact with our clients until issues are resolved.

Helping you respond is our responsibility

It’s our responsibility to help you respond, and we take this responsibility very seriously. We continually monitor network performance and bandwidth usage to ensure optimal performance and identify areas where additional capacity is required. Our service delivery, technical support, network operations and client-facing teams engage with clients and partners regularly, making service adjustments where needed.

Learn more about how we’re helping companies like yours ensure business continuity during these challenging times.