Subscriber Services
Subscriber Services For Service Providers
SNO helps Service Providers to:
- Scale with minimal overhead by providing NOC and Fulfilment (order to installation) Services.
- Drive revenue, increase ARPU and improve subscriber retention by provided desirable OTT services for resale.
NOC as a Service
24/7 detection, triage, escalation, and customer communications—aligned to agreed priorities and SLAs.
NOC as a Service (NOCaaS)
NOCaaS enables Service Providers to scale effectively, without the associated high-cost burden of maintaining a NOC in-house.
SNOs’ leading 24/7/365 global Network Operations Center (NOC) is underpinned by ISO certifications spanning service management, information security management, environmental management, and quality management including:
- ISO 20000 IT Service Management (ITSM) certification
- ISO/IEC 27001 Information Security Management (ISMS) certification
- ISO 14001 Environmental Management (EMS) certification
- ISO 9001 Quality Management System (QMS) certification
SNO draws on its extensive in-market experience, leveraging significant investment in people, systems, processes, automation and AI to provide maximum network uptime along with a superior experience for Service Providers’ customers.
From local 24x7 customer support through to network monitoring, control and incident management, NOCaaS has the capability to fill all the gaps related to FTTP network construction, operation, and subscriber management.
Construction Service Desk
The Construction Service Desk provides a 24/7 command-and-control function for construction delivery by centralizing intake, triage, coordination, and escalation—so field execution stays on schedule and stakeholders stay informed. During construction of the FTTP network, SNO will:
- Capture and manage construction tickets from all channels
- Prioritize, route, and coordinate resolution across teams and contractors
- Track SLAs and drive escalations when risk thresholds are reached
- Provide status reporting, dashboards, and stakeholder communications
Citizen Engagement
A centralized, multi-channel communication and case management platform, acting as the primary interface between the project and the public, including potential users of the network who are key to monetization. Providing effective engagement with residents, businesses, and local stakeholders to maintain public trust, minimize disruption, and ensure smooth project execution. Citizen Engagement responds to inbound inquiries and proactively manages communications to reduce complaints, improve transparency, and support overall program success.
Inbound Enquiries
Typically used throughout the construction phase, SNO will:
- Operate an omnichannel contact center (calls, email, web, SMS) with defined SLAs
- Log, categorize, and route cases to construction/restoration/permitting teams
- Run escalation and complaint management with clear audit trails
- Provide proactive communications and reporting to reduce inbound volume
Proactive Communication & Community Outreach
Proactive communication & community outreach provides better-informed communities, less complaints, and improved public acceptance of construction activities; it is essential to reducing inbound call volumes and preventing complaints before they arise. Key activities typically include:
- Advance notifications of upcoming construction (mailers, SMS, email, door hangers)
- Regular updates on project progress and schedule changes
- Public education on FTTH benefits and installation processes
- Coordination with municipalities for joint communication campaigns
- Participation in town halls, public meetings, and community forums
- Collaboration with local authorities for consistent messaging
- Targeted outreach in high-impact or sensitive areas
Network Management
Comprising network monitoring, management and resolution including proactive issue detection and rapid resolution, Network Management is a core component of the NOC ensuring minimal downtime and service disruption through:
- Real-time monitoring of network performance and availability
- Fault detection, alarm management, and incident triage
- Root cause analysis and resolution coordination
- SLA monitoring and reporting
Operational Capabilities
- Multi-tier support model (L1, L2, L3 engineering support)
- Integration with field operations for dispatch and repair
- Incident prioritization based on customer impact and severity
Tools & Systems
- Network monitoring systems (NMS tools, SNMP, telemetry)
- Alarm correlation and event management platforms
- Ticketing and workflow management systems
Subscriber Management
SNO manages communications with prospective and existing subscribers on behalf of Service Providers from initial engagement to service activation/installation and ongoing support. Through the US based 24/7 Network Operations Center, SNO will provide white-label NOC services in line with agreed SLAs covering:
- Enquiries for service
- Customer registration and order processing
- Service activation and ONT/CPE provisioning
- User, billing and technical support
- Moves, Adds, Changes
- Customer satisfaction survey management
SNO can work with each Service Providers’ existing platform and partners, or provide the required systems for each component of subscriber management as required.
Fulfilment Services
Fulfilent Services enables rapid and frictionless service delivery to subscribers on behalf of Service Providers across the ordering, scheduling, installation and provisioning.
Reperio Order-Install Management
The ONT Provisioning Service provides a controlled, standardized, and repeatable method for activating Optical Network Terminals (ONTs) across the fiber network. Its purpose is to ensure that every ONT is provisioned accurately, consistently, and in line with approved service templates, configuration standards, and security controls.
This service underpins the reliable delivery of all fiber broadband products delivered over the network. By applying automation, predefined templates, and validation steps, the service reduces provisioning errors, accelerates customer activation times, and ensures end-to-end configuration integrity from cabinet to premises.
Positioned as a core operational capability within SNO’s Service Management System (SMS) and Information Security Management System (ISMS), the Service provides:
- Operational consistency through template driven provisioning and controlled workflows
- Quality assurance through mandatory validation of VLAN assignments, speed tiers, QoS parameters, and ACS/AMS registration
- Scalability to support high volume activations across diverse OLT vendors, regions, and service profiles
SNO typically undertakes the following responsibilities:
- Perform ONT provisioning activities using approved templates, workflows, and validation processes.
- Validate ONT readiness, including serial number confirmation, ACS/AMS registration status, cabinet assignment, and device reachability
- Apply service templates, execute migration steps, and configure SVLAN/CVLAN, speed tiers, and QoS parameters
- Conduct post-provisioning validation to confirm active status, configuration load, and speed tier consistency
- Provide exception reporting and raise escalations when provisioning prerequisites are not met
- Maintain process governance aligned to ISO/IEC 20000 and ISO/IEC 27001 standards, including change, incident, problem, release, and configuration management
- Provision of reports including ONT provisioning attempts, successful service template migrations, validation results, exceptions and failed migrations, and ACS/AMS status checks.
ONT Provisioning
The ONT Provisioning Service provides a controlled, standardized, and repeatable method for activating Optical Network Terminals (ONTs) across the fiber network. Its purpose is to ensure that every ONT is provisioned accurately, consistently, and in line with approved service templates, configuration standards, and security controls.
This service underpins the reliable delivery of all fiber broadband products delivered over the network. By applying automation, predefined templates, and validation steps, the service reduces provisioning errors, accelerates customer activation times, and ensures end-to-end configuration integrity from cabinet to premises.
Positioned as a core operational capability within SNO’s Service Management System (SMS) and Information Security Management System (ISMS), the Service provides:
- Operational consistency through template driven provisioning and controlled workflows
- Quality assurance through mandatory validation of VLAN assignments, speed tiers, QoS parameters, and ACS/AMS registration
- Scalability to support high volume activations across diverse OLT vendors, regions, and service profiles
SNO typically undertakes the following responsibilities:
- Perform ONT provisioning activities using approved templates, workflows, and validation processes.
- Validate ONT readiness, including serial number confirmation, ACS/AMS registration status, cabinet assignment, and device reachability
- Apply service templates, execute migration steps, and configure SVLAN/CVLAN, speed tiers, and QoS parameters
- Conduct post-provisioning validation to confirm active status, configuration load, and speed tier consistency
- Provide exception reporting and raise escalations when provisioning prerequisites are not met
- Maintain process governance aligned to ISO/IEC 20000 and ISO/IEC 27001 standards, including change, incident, problem, release, and configuration management
- Provision of reports including ONT provisioning attempts, successful service template migrations, validation results, exceptions and failed migrations, and ACS/AMS status checks.
OTT White-Label Services
SNO has developed desirable OTT services designed for Service Providers to sell under their own brand – providing a point of differentiation, driving ARPU and reducing customer churn. Delivered as a service on a per user, per month model, no investment is required - providing a scalable and profitable revenue stream with a rapid time to market, without any capital deployment or risk.
Secure Managed Desktop
Whilst being no less vulnerable to security threats than Enterprise organizations, SMBs typically lack the IT resources and skills for endpoint management spanning security, applications, utilization, license management, data back-up and recovery.
SNO’s Secure Managed Desktop is designed for SMBs in line with its employees’ way of working. Service and support teams monitor and manage the desktop environment to ensure it is optimally configured, with security front and center to minimize the threat from cyber-attacks and data breaches.
SNO’s Secure Managed Desktop is packaged into 3 defined portfolio offers:
- SNO Secure Web Worker - providing secure, managed, browser-based access to Microsoft’s cloud productivity suite.
- SNO Secure Desktop Worker - providing all the features of the SNO Secure Web Worker but adding desktop-based access to office applications and covering endpoint monitoring and management, and endpoint security monitoring and management.
- SNO Secure Cloud Workspace - adding to the products found in SNO Secure Desktop Worker and providing a cloud hosted virtual machine for end user access to applications.
| Feature | Platform |
SNO Secure Web Worker |
SNO Secure Desktop Worker |
SNO Secure Cloud Workspace |
|---|---|---|---|---|
Managed Cloud Productivity |
||||
| User Mailbox | Microsoft Exchange Online | * | * | * |
| User Cloud Storage | Microsoft OneDrive for Business | * | * | * |
| Shared Cloud Storage | Microsoft SharePoint Online | * | * | * |
| Team Collaboration | Microsoft Teams | * | * | * |
| Mobile Office Apps | Microsoft Office Mobile | * | * | * |
Managed Cloud Security |
||||
| User Data Backup | Acronis Cyber Protect Cloud | * | * | * |
| Shared Data Backup | Acronis Cyber Protect Cloud | * | * | * |
| Identity Protection | Microsoft Azure AD | * | * | * |
| Multi-Factor Authentication | Microsoft Azure MFA | * | * | * |
| Conditional Access | Microsoft Azure AD | * | * | * |
| Email URL Scanning | Microsoft Defender for O365 | * | * | * |
| Email Attachment Scanning | Microsoft Defender for O365 | * | * | * |
| Mobile App Protection Policies | Microsoft Intune | o | * | * |
| Security Reporting | Microsoft Defender | * | * | * |
Managed User Environment |
||||
| Browser-Based Office Apps | Microsoft Office Online | * | * | * |
| Desktop Office Apps | Microsoft Office 365 for Business | * | * | |
| Physical Desktop Management | Datto RMM | * | o | |
| Zero-Touch Device Deployment | Microsoft Intune | * | o | |
| Fully Managed Cloud Desktop | Microsoft Windows 365 | * | ||
| Built-In Endpoint Disaster Recovery | Microsoft Azure | * | ||
| Secure Remote Access to Desktop | Microsoft Remote Desktop | * | ||
Managed Endpoint Detection & Response (EDR) |
||||
| Anti-Virus/Anti-Malware | Microsoft Defender for Endpoint | * | * | |
| Vulnerability Scanning | Microsoft Defender for Endpoint | * | * | |
| Ransomware Protection | Microsoft Defender for Endpoint / Datto RMM | * | * | |
| Web Content Filtering | Microsoft Defender for Endpoint | * | * | |
| Endpoint Firewall | Microsoft Defender for Endpoint | * | * | |
| Proactive Response and Alerting | Microsoft Defender for Endpoint / Datto RMM | * | * | |
| Attack Surface Reduction Rules | Microsoft Defender for Endpoint | * | * | |
Endpoint Management |
||||
| Patch Management | Datto RMM | * | * | |
| Software Inventory & Management | Datto RMM | * | * | |
| Application Deployment | Datto RMM / Microsoft Intune | * | * | |
| Asset Lifecycle Management | Datto RMM / IT Glue | * | * | |
| Configuration Policies | Datto RMM / Microsoft Intune | * | * | |
| Compliance Policies | Microsoft Intune | * | * | |
| Proactive Monitoring & Alerting | Datto RMM | * | * | |
| Security Baselines | Microsoft Intune | * | * | |
User/Device Support |
||||
| 24 x 7 User Support | NOC | * | * | * |
| 24 x 7 Cloud Service Support | NOC | * | * | * |
| 24 x 7 Remote Endpoint Support | NOC | * | * | |
| Incident Management | NOC | * | * | * |
| Change Request Management | NOC | * | * | * |
| Security Posture Maintenance | Microsoft Defender | * | * | * |
| Security Reporting | Microsoft Defender | * | * | * |
| Asset Management Reporting | Datto RMM | * | * | |
Unified Communications
SNO’s Unified Communications service enables Service Providers to offer businesses a modern, cloud-based communications environment that brings together calling, messaging, meetings, presence, and collaboration in a single user experience. Built around Microsoft Teams and Teams Phone capabilities, the service can be delivered using Operator Connect or Direct Routing, depending on customer requirements for simplicity, control, geographic reach, and integration with existing telephony estates.
Delivered as a managed service, Unified Communications gives customers a scalable alternative to legacy PBX platforms without the burden of operating complex voice infrastructure in-house. It supports hybrid and mobile working, centralizes administration, and creates opportunities for Service Providers to increase ARPU, improve stickiness, and differentiate with a higher-value communications offer for SMB and mid-market customers.
- Enterprise-grade business calling integrated into Microsoft Teams across desktop, mobile, and meeting room devices
- Flexible PSTN connectivity options through Operator Connect or Direct Routing to match customer requirements
- Integrated chat, presence, meetings, and file collaboration within a single productivity environment
- Centralized management of users, numbers, policies, and devices with reduced operational overhead
- Improved user experience and productivity through seamless communication across locations and devices
- Enhanced resilience, security, and service assurance through a managed support model and agreed SLAs
- Optional integration with contact center and other business applications to extend customer engagement capabilities