ISP RESOURCE CENTER

WHOLESALE ACCESS - TOP 10 Frequently Asked Questions (FAQs)

1) What is the term of your contract?
Wholesale access contracts run for a term of 1 year in length.

2) What is the extent of your network coverage on your wholesale access plan?
IKANO has extensive coverage in both the United States and Canada under our plans that provides you and your end-users with access to approximately 3,300 POPs. In addition to having access to IKANO’s own extensive network, our network partners on this plan include Qwest, Level 3, Grande, PacWest, 01 Communications, and XO Communications.

3) Will I be charged the monthly minimum before my account goes to a live status?
No, billing starts once your services go live. Customers can even request to go live on a specific date provided that the timeframes involved are not excessive (within 60 days of the date on the signed contract).

4) What are the timeframes involved in building out the services?
Generally, it takes approximately 30 days from the time IKANO receives a signed contract and the set-up fee for the services to go live. Please note that this timeframe assumes: 1.) That the customer responds in a timely manner to any IKANO inquiries or requests for information related to the build of the services; and 2.) There are no major issues with respect to RADIUS testing.

5) What is CHAP and why do we have to be CHAP compliant?
CHAP (“Controlled Handshake Authentication Protocol”) is a RADIUS authentication protocol. Certain networks on the wholesale access program require CHAP compatibility. Thus, to have access to the full network you need to support CHAP authentication. If you are not currently CHAP compliant you can still utilize the services on that portion of the network that does not require CHAP authentication.

6) What types and level of customer support do you offer?
Customer support is offered to the company only and not its end-users. IKANO provides a 24/7 telephone support hotline and email support for any network or service issues. Additionally, customers will have access to IKANO’s Mission Control platform where they can access information relating to any current network issues. End-user customer support is the sole responsibility of the company.

7) What is your policy on overages and what happens when one of my end-users hits the 150-hour monthly limit and wants more service in that month?
IKANO’s policy is that we do not charge overage fees. If one of your end-users hits the 150-hour monthly limit then he/she would have to set up another account to continue to access the network in that month. He/she would get an additional 150 hours of usage for that month and you as the customer would be charged for the new account.

8) What additional IKANO products, if any, can I offer to my end-users through this program?
In addition to access, you can choose to add on other services such as email, RADIUS services, content and email filtering, newsgroups, and BrowseBlast (IKANO’s proprietary web accelerator product). An IKANO sales representative can provide you with specifics on these services including pricing.

9) Do your offer ISDN services? What about static IPs?
Subject to availability, IKANO offers both Single-Channel and Dual-Channel ISDN services on this plan. Please note that Dual Channel ISDN users use up their alloted hours twice as fast as single channel ISDN users. IKANO does not offer static IPs.

10) Will I be billed for end-users that dial into the network one month and not the next?
IKANO’s billing is based on actual usage. Therefore, you would only be billed for those end-users that have dialed into the network in a given month.