Threshold’s Master Service Agreement is a simple document that is intended to outline the rules of the partnership. This single MSA gives clients access to thousands of carrier networks around the globe. Most carrier MSA agreements are complicated and difficult to understand and tend to be unfavorable to customers. They can take many months to get through corporate legal teams and sometimes never get completed, leaving customers looking for new carrier options and in some cases missing critical project dates.
Everyone knows that telecom invoices can be difficult to read and in many cases are inaccurate. Each carrier has a different way of invoicing; labeling taxes and fees differently at each company. Traditional billing disputes can be painful and take a long time to get resolved. At Threshold, our clients receive a single invoice each month. Even if there are many underlying carriers in the solution. Our invoicing accuracy is the best in the business above 99%. Let us deal with disputing with the underlying carrier invoicing issues while you enjoy accurate invoicing from Threshold.
Clients often comment on how much pride Threshold takes in customer support. We offer 24/7/365 support with an average connect time to a live voice in less than 30 seconds. Our experienced team answering the phone understands the sense of urgency an outage requires. In many cases clients that call in do not have many details available about the outage. While more information is better, our trained team is often able to bridge the gap in information. As you can imagine our team is on the line often with our underlying carrier NOC’s and is trained to know exactly who and how to fast track issues within the carrier organization. Rest assured knowing Threshold is accessing the best resources available to get resolution to your issue.
We are often asked “does it cost more to go with Threshold vs. going with the carrier direct” and the answer is no. In most cases our buying power provides us the ability to provide competitive pricing. Since we have access to so many carrier options we typically have the ability to procure from underlying carriers where they are most competitive.
Clients of Threshold get dedicated teams for project roll outs. This team is provided with the intent of making the overall experience a success by the client. Depending on the project and/or support issue related, our clients also have access to our senior engineering team to either be a part of the network design or be an additional set of eyes in resolving a complex issue. Lastly, to make sure that clients feel they are receiving world-class service, we have a group available specifically for complex troubleshooting. If a client calls in a support issue and for some reason either Threshold or our underlying carrier is unable to resolve the issue to closure, for an additional fee this group will work with the customer until a final resolution has been made. If the issue turns out to be a result of Threshold or underlying carrier network the charge is waived.