Frequently Asked Questions

Service information

How can you help me with my company's digital transformation process?

Our Account Managers are helping SMEs design and execute their digital transformation by introducing sector-specific technologies and processes, enabling them to improve operations, increase efficiency, and enhance customer satisfaction.

What services can I outsource to you?

ISN provides technical support outsourcing as well as Social Media and Marketing Campaigns outsourcing to its clients

Do we have coverage on the mainland?

The first step is to get in touch with us for a free site survey. Once this is done, we will be able to give you all possible options to ensure you secure a quality service that is redundant and reliable.

Do you offer internet for Homes?

Yes

Do you have coverage in this location?

The first step is to get in touch with us for a free site survey. Once this is done, we will be able to give you all possible options to ensure you secure a quality service that is redundant and reliable.

Why do you think I should leave my current Internet provider and move to ISN?

"ISN strategy is built on these 5 points for every Client on its network:

- High Availability of Bandwidth with a unique redundancy metro architecture

- Real Speeds that are constant and not reduced at peak hours

- Unrivalled Support 24x7 to every enterprise

- Enabling your Business’ ongoing Digital Transformation Journey

- Passionate About ‘Exceeding Your Expectations’ at every stage"

How long does the installation process takes?

Within 2-5 Working days depending on location and whether it is Fiber or Microwave Link.

Is your Internet unlimited?

We sell bandwidth with Unlimited data

Some clients ask if we provide other services aside from internet service provision

Yes, we provide other services such as Managed Services/IT outsourcing, Internet of Things (IoT), ERP (Enterprise Resource Planning), Cyber Security, Web and Domain Hosting, MPLS Connectivity etc

Do offer Voice Solution?

Yes

Are you a licensed ISP?

Yes

Is there available 24/7 Technical support?

Yes

Is your internet shared or dedicated?

Dedicated

Do you sell data?

No

Do you have coverage all over Nigeria?

We provide coverage all over the Federal Republic through our numerous delivery channels. This is supported by out-station offices and also by ISN's main presence in Lagos, Abuja, Kano, Port Harcourt, and Warri

Do you use fiber or radio?

ISN offers both fiber optic and radio connectivity as well as, in more remote locations, VSAT dishes operating on C/Ku/Ka bands. Whatever the requirement, depending on what the most efficient configuration is to the client, ISN will propose the best modes of last-mile delivery maintaining the highest efficiency at the lowest cost

Do you have a reseller program?

Yes, ISN already is engaged with multiple re-sellers that utilize its network to provide service in their areas and to their clients. We offer a very attractive rate to those who would like to get into the business without spending a large amount of capital on infrastructure

Performance

How effective is your Internet?

The two most important factors when choosing an internet provider is their ability to offer redundancy and effective 24x7 support. For these two reasons alone, ISN has a track record of over 25 years as an experienced service provider with the highest level of Quality of Service and Support

How does your support system operate?

We use an advanced system of alerts and service ticket tracking support system that ensures quick and effective response time. Our support system allows us to access our clients' equipment remotely, providing clients with access across multiple channels; voice, live chat, WhatsApp, and email.

Hope your Internet connectivity is reliable?

We are committed to providing the most reliable internet service to our customers. We utilize state-of-the-art technology and equipment to ensure that our network is operating at optimal levels, with a team of experienced technicians monitoring every aspect of our national network and in most cases pre-empting any issue that may arise. We are committed to providing all our customers a high-quality internet experience.

What is your SLA?

Our Service Level Agreement guarantees that our internet service will be available to our customers at uptime that is higher than the industry standard. This "Guarantee of Service Uptime" implies that our customers can expect an uptime that is well above the industry standard in Nigeria during the stated period, taking into consideration the time allotted for necessary maintenance and upgrades. Our SLA reflects our commitment to providing a high-quality internet/connectivity experience to our customers, and we take our responsibility to meet this standard seriously. We are always willing to provide feedback to additional questions about our SLA or our internet service.

ow quickly can our internet issue be resolved?

We understand how important it is for our customers to have a reliable internet connection and we take all issues seriously. Our average 'Mean-Time-To-Repair' (MTTR), is less than 30 minutes. Our technicians work quickly to resolve issues and get our customers back online as soon as possible. In some cases, the time it takes to resolve a specific issue can vary depending on the nature of the problem, but we do everything we can to ensure that our customers receive prompt and effective support free of charge.

Are the speeds guaranteed?

Yes, we guarantee the speed of our dedicated internet service. Our dedicated internet service is designed to provide our clients with a reliable, high-speed internet connection that meets their required needs. Our service offers a guaranteed level of bandwidth that is dedicated to businesses and home users, so you can be confident that you'll receive the speeds you need to keep your operations running smoothly.

What is your Tech support like, do they work 24/7 and are they easily reachable?

At ISN, we take pride in providing excellent customer support, and our technical support team is available 24/7 to assist you with your requests. We are reachable on the phone via 0-807-3700-000, 0-807-0600-000, 01-888-3900, 01-227-1900 and email: cc@isn.ng

Pricing Model

Why is your internet more expensive

Our service is much more than just a simple internet link. It includes our commitment to delivering on our 5 differentiating factors for every Client on our network:

- High Availability of Bandwidth with a unique redundancy metro architecture

- Real Speeds that are constant and not reduced at peak hours

- Unrivalled Support 24x7 to every enterprise

- Enabling your Business’ ongoing Digital Transformation Journey

- Passionate About ‘Exceeding Your Expectations’ at every stage.

What is your pricing structure?

Our pricing depends on the result of the Site Survey to determine the best route to connect our clients to achieve the optimum reliability of the connection.

Is your pricing affordable?

Our prices are very competitive in the market segment we operate especially when you take into consideration the support and consulting services that are provided to our clients at no additional cost ensuring SMEs are able to constantly improve their business through ISN's competent and skilled teams.

Can your service compare to all other internet providers

Many providers sell an unlimited service that is eventually 'throttled down' when a certain bandwidth usage 'CAP' is consumed. ISN's service guarantees a completely uncapped unlimited 24x7 no matter how much bandwidth is used.

paid for the Radio equipment you set up for me, why do you want to retrieve it?

We don’t sell the external equipment (radio) we use to connect the service to our Customers, thereby allowing us to continue to maintain it at no charge to the client except in cases where the terms of use are not met. We only charge a basic installation & delivery.

Are there any other fees?

None except where the customer requires or asks us to provision Access-Point (WiFi modems) for them for signal distribution within the working space or where the customer does not already have networking cables installed in the building.

References

List of industries ISN is currently servicing?

Oil and Gas, NGOs, Banks, Haulage/Logistics, Manufacturing, FMCGs, Corporate entities, Agriculture, etc. ISN provides industry-specific managed services that are customized for each sector.