Earthlink Business Review

Company Overview:

EarthLink Business is one division of the umbrella company EarthLink. The business service operates an American network that covers 90% of the US. With more than 150 000 customers, it is not surprising that Earthlink is ranked one of the fastest growing cloud service providers. In 2012 and 2013 EarthLink won a host of awards, including the 2013 North American Business Connectivity Award and a Silver Stevie from the American Business Awards. Their Hosted Voice product was named Product of the Year in 2012 by Internet Telephony and in the same year Cloud Computing Magazine gave them the Cloud Computing Excellence Award for their Cloud Hosting. The company headquarters are in Atlanta and they have eight data centers across the USA.

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  • MPLS: MPLS is Multiprotocol Label Switching solution which supports flexible, access options. It is a secure network used to run applications for better visibility across organizations and to adapt to changes more quickly.

  • Integrated Voice and Data: combines voice, data and Internet via a facility type of your choice.

  • Hosted Voice: a state-of-the-art Hosted IP PBX solution which eliminates the need for legacy PBX and key systems.

  • Mobile Voice: A single-source provider for wireless and landline voice.

  • Mobile Internet which includes access to mobile MiFi hotspots

  • Network Management: building, optimizing and maintaining multi-site broadband networks and function including virtual IT staff, performing tasks such as reducing network outages, improving response and repair times, and automating trouble response and resolution.

  • Nationwide Network

  • Consolidated Billing: One consolidated bill that itemizes all activity.

  • Priority Service: Prioritized handling of all service and support calls.

  • Analog, digital and SIP voice services

  • A wide range of bundled features with: free Caller ID Name & Number, Call Waiting, Call Forwarding, Direct Inward/Outward Dialing, Hunting, remote access to call forwarding, speed calling, three-way calling and many more.

  • Direct inward dialing with PRI improves access to your employees. Allows you to reach your key staff and departments directly without going through a switchboard or auto attendant.

VoIP Packages/Plans

The packages offered by EarthLink Business are complex and seemingly endless. The best way to work out what is best for your business is to obtain a quote through their online or phone systems.

The packages are broken down into the umbrella categories of:

  • Data & Internet

  • Voice Services

  • IT Services

  • Equipment

Within these are numerous products and services offered as purchasable aspects to the package you put together. Please see the features section for examples of features accessible through these packages. Hosting is offered as well for a monthly fee and there are often promotional offers, for example 1-3 months’ free trials or a reduced price for a hosted exchange package.

Customer Support / Ease of Setup

Customer support is available 24 hours a day, 7 days a week. There is a Network Operations Center (NOC) system to alert you to any faults that may occur and also tells you when they have been resolved.

Your customer contact options are via phone, email, live chat or your online account management portal. If you do choose to call, the initial automated response asking you about the fault will direct the call to the best department or support team member to resolve your issue.

Bottom Line:

The packages and services offered are extensive, in-depth and tailored to each customer’s needs. It is clear that the service offered by EarthLink Business is high quality. Some pre-prepared packages are offered and it would be useful to see more clearly what these are earlier on to make choosing your options a bit simpler, but the company is clearly dedicated to providing a very detailed service and treating each customer as an individual.

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