Service Support

Networks need looking after. Ours do it from RADAR.

When a fibre is cut at 2am, you want two things. The first is for someone to know about it before you do. The second is for them to know where it is.

That’s what Total Care is for.

What Total Care covers

The four lines that describe the contract.

Mapping

Detailed mapping and recording of fibre routes and locations.

On-call engineers

To find the location of the fault.

Civils teams

For external investigation and repair.

Reinstatement

Of the service. Service back, route re-fingerprinted, incident closed with a report.

The technical backbone

RADAR is what makes Total Care different.

RADAR™ — our own product — sits in your comms room and watches every fibre in the network every few seconds. It compares the current losses against a fingerprint we took at installation and tells us immediately if there’s an attenuation incident: a fibre bend, a trapped lead, a poorly seated optic, or a break. Because RADAR is linked to a GIS map of the route we built during installation, we know the location of the fault, not just the fact of it. The engineer doesn’t sweep a 2.4km line in the dark. We send them to the chamber.

How RADAR works

What happens when something goes wrong

First hour. First day. First week.

T+0h

First hour — detection

RADAR™ detects an attenuation incident or break. We see the location on the GIS map. We classify the fault — fibre, equipment, or environmental. We call you. If you’re on a Total Care contract, on-call engineers are dispatched to the site.

T+1d

First day — on site

The on-call engineer is on site with the location coordinates and the route map. If the fault is in a duct or chamber, the civils team mobilises for the external investigation and repair. You get a straight update at each step — what’s happened, what we’ve found, what the fix is, when service is back.

T+1w

First week — closed

Reinstatement of the service — splice repaired or section replaced, route re-fingerprinted into RADAR, traffic back to baseline. Then we close the incident with a report you can put in front of your own board: what failed, where, how long, and what we’ve done to reduce the likelihood next time.

In production

Ask4, UK-wide. RADAR + Total Care.

Ask4’s dark fibre runs across York, Bath, Southampton, Glasgow, Aberdeen, Lancaster, Falmouth, Sheffield, Nottingham, Cardiff and Birmingham. We deliver Total Care fibre support via RADAR — every fibre, every site, every few seconds.

Read the Ask4 case study

Who picks up the phone

No Tier 1 helpdesk between you and the people who installed the network.

The on-call engineers. The civils teams. The mapping team that built the GIS picture in the first place.

That isn’t a marketing claim — it’s a side-effect of being a small specialist company. There aren’t many layers, because there isn’t room for them.

(Named engineer leads to be added at review.)

Commercial framing

Free for the larger networks.

How it’s priced

Total Support is offered at no cost for larger networks with long-term support agreements. For smaller or standalone deployments we price it directly.

How to think about it

The contract is what you’re buying. RADAR is the visible part that proves the contract is different from a carrier’s NOC promise.

Support conversation

Send us the network details.

Sites, bandwidths, current maintainer. We’ll come back with a Total Care proposal.

Talk to us about Support Read the Ask4 case study

Or download a free guide

0800 861 1440