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Network Performance & Support Standards

Residential Services

  • Residential Network Performance 

    • PON (Passive Optical Network) FTTH to all residential locations.

    • Support for Symmetrical 1 Gbps (Gigabits per second) 

    • Latency <= 30 milliseconds to Sebago Fiber's upstream interconnects. 

    • Jitter <= 15 milliseconds to Sebago Fiber's upstream interconnects.

    • CGNAT IPv4 with DHCP.

    • Public static IPv4 available for additional fee.

  • Residential Support

    •  Customer Account Portal - Self Service Online Portal (aka Client Zone) with access to configure online payments, open a ticket or report an issue.

    • Support available by Email(preferred) and telephone.

Commercial and Municipal Services

  • Dedicated Internet Access (DIA) Network Performance

    • AE (Active Ethernet) FTTP for enterprise and Municipal locations. 

    • Support for Symmetrical 1 Gbps (Gigabits per second)  with speeds up to 10 Gbps available. 

    • Latency <=20 milliseconds to Sebago Fiber's upstream interconnects.

    • Jitter <=10 milliseconds to Sebago Fiber's upstream interconnects.

    • Public IPv4 IPs with Static IP or DHCP, IPv6 with DHCPv6. 

    • Support for "bring your own IP addresses" for customer owned ARIN assigned IPv4 and IPv6 blocks, including BGP routing.

    • Redundant Fiber loops available upon request of municipal partner during design phase before construction.

    • Redundant paths to upstream ISPs

  • Dark Fiber Municipal Network

    • Maintain Dark Fiber network to industry standards and provide OTDR test results upon request.

  • Insight and Collaboration:

    • Notification of any scheduled maintenance windows, and direct email communication during any outages.

    • Access to Level 2 ticketing system

    • Municipal IT professionals or identified IT Contractors will have priority direct contact access to the Network Operations Center (NOC).

  • Technical Support Portal

    • Self Service Online Portal (aka Client Zone) with access to configure online payments, open a ticket or report an issue.

    • Support available by Email(preferred) and telephone

    • Technical Support Level 1 / 2: Network Operations Center (NOC) or Technical Support call center to take calls from designated municipal technicians for service and repair issues.

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