Network engineering, systems and support for US ISPs and telecom providers

Challenges we see

Independent ISPs, fixed wireless operators, fiber builders and regional telecom providers carry carrier-grade responsibilities with small-business resources:

• Small teams, big networks. A handful of engineers maintain towers, fiber, core routing and customer equipment while also running the office IT.
• Back-office systems that do not connect. Subscriber management, billing, provisioning, network monitoring, ticketing and accounting (the OSS/BSS stack) often need manual steps between them, which slows activations and creates billing errors.
• Growth from funded builds. Rural and remote expansion projects add sites, subscribers and reporting obligations quickly.
• Attacks aimed at providers. DDoS attacks, compromised customer routers, credential theft and ransomware target ISPs because they are infrastructure.
• Around-the-clock expectations. Subscribers expect service and answers at any hour, and outages are public within minutes.

How Promatics helps

We work alongside your team rather than replacing it:

• Network engineering support. Our network and connectivity services cover design reviews, routing and switching changes, Wi-Fi and wireless planning, firewall management and documentation across equipment from vendors such as Cisco, Sophos, WatchGuard, Extreme Networks and Dell. We help with hub, tree, star and mesh topologies as your footprint grows.
• Co-managed IT. Through co-managed IT we take on patching, monitoring, backups and internal user support for your staff, so your engineers can focus on the network.
• OSS/BSS integration. Business system integration connects subscriber management, provisioning, billing, payments, ticketing and accounting so activations, suspensions and invoices follow one process.
• Custom tools. Our custom software development team builds customer portals, coverage and availability checkers, installer apps and internal dashboards where off-the-shelf tools fall short.
• Security. Our cybersecurity services provide a layered stack aligned with recognized frameworks such as the NIST Cybersecurity Framework, hardened management access, logging and incident response planning.
• Extra hands. IT staff augmentation adds engineers or developers for build seasons and projects.

For your own office and staff, our managed IT covers a fully remote, 24/7 help desk for managed-service clients with response targets set in the service agreement, system design and networking, software license management, hardware procurement and inventory, cabling and phone systems, and on-site systems maintenance where your agreement includes it. We also handle vendor technical assistance, opening and escalating tickets with equipment manufacturers and upstream carriers. A virtual CIO provides strategic assessments, gap analysis and project management.

US regulatory and operating context

• FCC oversight. Telecommunications and broadband providers in the United States operate under the Communications Act and FCC rules. Depending on the services you offer, that can include registration and filing obligations with the FCC and the Universal Service Administrative Company, as well as state public utility commission requirements.
• Consumer protection and accessibility. The FCC's rules on customer proprietary network information (CPNI), broadband labels and outage reporting can apply to providers, and portals and billing systems should support them. Accessibility obligations under the ADA and related communications accessibility rules also apply in various ways. Confirm which rules cover your services.
• Critical infrastructure security. Communications is a designated critical infrastructure sector. CISA publishes guidance for the sector, and incident reporting requirements for critical infrastructure continue to develop. Track their status with your advisers and build sound security practices now.
• Funding programs. Federal and state broadband funding programs, including those administered by the FCC and NTIA, come with reporting requirements on build progress and service levels that your systems need to support.
• Privacy and marketing. Subscriber information is governed by the FTC Act, FCC CPNI rules and state privacy laws, and marketing calls and texts fall under the TCPA and CAN-SPAM Act.

This is general information, not legal or regulatory advice. Confirm your obligations with the FCC, your state regulator and your advisers.