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Quality of Service

Understandably, some people have expressed concerns about what kind of service they'll receive from MM Internet. We're not a big ISP, and do not have any kind of a brand name or reputation. I want to address this document to those who are concerned, and give you some honest information about MM Internet so you can correctly judge if we're the best service for you. I'll start by introducing myself and my staff, and then I'll discuss our technical level of service. I'll also discuss our service contract, since some people seem to be concerned about that.

First, let me introduce myself. I'm Nick Cohen, the lead network administrator for MM Internet. I've led the technical side of the company since it was started, almost three years ago (February 1996). Our initial goal back then, when AOL charged by the hour and every ISP had problems with busy signals, was to provide a service that had a flat monthly rate and never had busy signals. Since then, our goal has always been to provide excellent service at a fair price.

Our staff has grown since then, and my colleague Dan Spisak is now in charge of our DSL effort. He has spent far more than the time necessary researching DSL and making sure he is an expert of it. We have also trained our entire staff to be able to answer almost any DSL question that a customer might ask.

The best way to see that we'll offer an excellent level of support is to call us. Many of our DSL customers tell us they signed up with us because we were friendly and very knowledgeable on the phone. That may sound like a ploy to get you to call, but I don't mean it that way. I really think nothing could give you a better indication of how support from us will be than if you talk to the people who will be giving you that support.

From a technical standpoint, which I'm sure many of you are interested in, Dan and I have gone to a good deal of effort to make sure we will provide better service than anyone else. There are two issues:  connection reliability and connection speed, and I'll address them both.

Connection reliability is taken care of quite well by DSL itself. Unlike modems, you're always connected with DSL, so you won't encounter many problems dial up faced, like busy signals (which we don't have, however) and poor phone lines disconnecting you. To prevent hardware failure on our side, we are using equipment from Cisco and Redback. Our connection to the Internet is redant, and the ATM circuit we use to GTE for our DSL has never failed. In case something does go wrong, Dan is on call by pager all the time and if you call us or email us with a connection problem we'll fix it as soon as possible. DSL is more prone to technical problems because it's so new, but by working closely with GTE and learning a lot about the technology, we've managed to make everything related to DSL go surprisingly smooth.

Your connection speed is something you should also be concerned about, whether you're downloading or gaming. You can not get a better connection than through MM Internet. We have 100Mb/s of bandwidth out to the Internet, and we are the only provider GTE works with who has an OC-3 connection (155Mb/s). The fastest anyone else has with GTE is a T3, which is only 45Mb/s.

MM Internet is very concerned about line utilization, and uses a graphing program called MRTG to monitor how busy both our ATM line for our DSL customers is, and how busy our connection to the Internet is. Right now bandwidth is hardly an issue with the size of lines we have, but we continuously monitor our graphs to make sure bandwidth won't ever become a problem.

I hope reading this has addressed your concerns. We are small, but we take our job much more seriously than most other ISPs, and have both skill and friendliness. I would encourage you to call us and actually have a talk with one of us to see what you can, and should, expect.

Nicholas Cohen
MM Internet, Inc.

Copyright 1999 MM Internet, Inc.