FAQs
Here are the most common questions we get:
- How fast is the service?
Depends on the antenna, but typically between 100-200Mbps down and 10-20Mbps up per antenna. ZeroOutages can combine multiple antenna in order to deliver faster speeds as needed. We have a standard 1Gbps/100Mbps service option called Enterprise Gigabit. - Does ZeroOutages provide priority data pooling?
Yes, ZeroOutages will also right-size any solution based on usage. - What is priority data pooling and how does it work?
Priority data pooling is the ability to share priority data across multiple locations. Example: A customer has ten locations, these sites fluctuate in terms of the amount of data they use each month. As the sites use more data than is allocated to them based on their plan, they can take priority data from their other sites which aren't using all plan data that month. - Do you support annual data pooling?
Yes, ZeroOutages enables customers who are using their Starlink circuit primarily as backup, to buy annual priority data blocks instead of monthly. This can significantly reduce overall costs for customers utilizing Starlink as a backup connection. - Does ZeroOutages provide static IPv4 addressing?
Yes, customers can request anything from a single IP up to 256 IPs. - Does ZeroOutages provide an SLA?
Yes, details can be found here. - Does ZeroOutages provide layer-3 support?
Yes, ZeroOutages provides unsurpassed support for Starlink. - Does ZeroOutages provide unlimited bandwdith?
Yes, we employ unique QoS Pools to ensure customers are never throttled down to 1Mbps. - Does ZeroOutages provide a NEVER throttle to 1Mbps GUARANTEE?
Yes, ZeroOutages is unique in offering this guarantee. - What makes ZeroOutages service unique?
Click here to learn more. - How Does ZeroOutages Compare to Starlink Direct?
Top reasons click here. - Do I have to qualify the location?
The service works anywhere in North America today, check with sales for international sites. - Does ZeroOutages offer invoice-based billing?
Yes, our billing department accepts most forms of payment including check, ACH and wire transfer. - Does ZeroOutages offer full OPEX or CAPX models?
Yes, ZeroOutages supports both billing models. - How long does it take to deploy?
Typically less than 30 days (if a lift is required up to 60 days) - What does the deployment timeline look like?
ZeroOutages has a very through deployment process, see the timeline here. - What are the deployment requirements?
ZeroOutages recommends deploying the antenna where it has a 360 degree view to the sky down to 53 degrees inclination. If there are obstructions it could affect performance. - Can we expedite an installation?
Yes, there is a one-time fee of $250, ZeroOutages can ship equipment within a couple of days once the setup fees have been paid. - Does ZeroOutages offer managed WIFI?
Yes, if the customer would like to extend service to users at a location, ZeroOutages offers our meshed WIFI solution. Learn more here - Does ZeroOutages offer an 5G LTE option?
Yes, if the customer would like to add redundancy, ZeroOutages offers an 5G LTE add-on with automated failover. Learn more here - Is Business Backup more reliable than other backup options?
Yes, ZeroOutages Business Backup is the MOST reliable redundancy solution available. One common issue is that customers obtain both the primary and backup service from the same provider, this leads to a significantly higher chance of downtime. ZeroOutages backup solution using Starlink is always the better option. - With Business Backup, can I have immediate failover?
Yes, ZeroOutages includes SD-WAN routing with this solution so it can be configured to immediately failover a customers PRIMARY link to the Starlink backup circuit. - What is the term of the service?
Our standard terms are 1/yr and 3/yr depending on the service plan selected. - Can the service be moved?
Yes, the service can be moved anywhere within the country it was deployed. - Do you support international service?
Yes, contact sales for countries supported, special plans are required. - Why does ZeroOutages include a managed router?
ZeroOutages' offerings all come with a managed router. ZeroOutages includes this device to provide our unsurpassed layer-3 support services and assist in providing all of the features that Starlink and other vendors simply do not offer. The managed router is essentailly a pass-through device from the customers point of view. The static IPs offered by ZeroOutages are assigned directly to the customers equipment (firewall/SD-WAN/etc). - What are the specificiation of the managed router?
The standard router provided with these services is manufactured by Sophos, a strategic partner of ZeroOutages, of which there are thousands deployed around the world. Click here for the router specs. - Can the customer access the managed router?
Yes, the customer and whomever they designate have the ability to login and perform testing, packet dumps, and make changes as needed, ZeroOutages support is always available to assist. - Will the managed router work with an existing firewal or SD-WAN device?
Yes, the managed router deployed by ZeroOutages provides a simple Ethernet hand-off to the customers equipment. It works with any existing firewall, SD-WAN, or other networking equipment that the customer might have. It is 100% compliant with all networking standards. The hand-off can be either CAT5/6 or fiber optic depending on the customers needs (if fiber please inform your project manager). - Are ZeroOutages data centers SOC2 compliant?
Yes, ZeroOutages maintains its own global L3 network, servicing over 140 countries, Global Network. ZeroOutages is the only vendor in the world with this capability combined with LEO satellite connectivity. - How many antenna can I mesh together?
The maximum we typically combine is 10 antennae for up to 2Gbps load balanced bandwidth. - How much does it cost to install?
The avg is $1000 and includes mount kit and the installer going onsite. - Who manages the installation?
ZeroOutages has a project management team that takes care of the entire deployment, they will develop a PDP (preliminary deployment plan) which is used by the installer to complete the installation quickly and without delay. - Is a site survey required?
ZeroOutages will send the customer, or their agent, a site survey form which does need to be filled out prior to an installer going onsite. Typically this form is all that is needed, if the customer requires someone to go onsite to complete the site survey form, our project management team can arrange that. - What mount options are available?
Most customers mount the service on the roof via a flat roof mount kit, standard for most businesses, ZeroOutages also supports slant roof designs, and pole mounts to exterior mounting points, as needed. ZeroOutages project management team will recommend the best option. - Are roof access rights required?
Yes, the customer must get approval for ZeroOutages to install the equipment on the roof (most building lessors allow this, some charge a fee). - Can the customer self-install?
Yes, but professional installation is recommended. - Can the customer purchase vs rent an antenna?
Yes, there is an option when signing up. - Can the customer buy and use their own antenna?
No, ZeroOutages only supports new deployments using its equipment. - Can the customer transfer existing service?
Yes, ZeroOutages can transfer any currently operating service. - What is the difference between the enterprise and high-performance antenna?
The enterprise is designed for smaller deployments (SMB), the high-performance is designed for customers with heavier usage and more users. Here are the specs on each Enterprise and High-Performance, we do not offer the Standard antenna as it is not business-class. We do offer the MINI for mobile customers, specifications here - Does ZeroOutages have an emergency kit?
Yes, Click here for more information.. - Can the customer pause the service?
Yes, however this requires that the customer buy the antenna and pre-pay for at least six-months of service. - What is the cancellation policy?
No ETF if cancelled within 30 days of shipping. - Are there any costs to cancel within 30 days?
Yes, first month of service and install costs are non-refundable. - How do I order?
Just select the service that matches your needs and click the Sign Up button. - Does ZeroOutages have any sales documentation?
Yes, click here for PDF. - Does ZeroOutages have a portal from which customers can manage their deployment?
Yes, please work with your project manager to get setup with a login, the portal website can be accessed here and allows customers to check the status of their deployments, view uptime, bandwidth usage information, login to their managed routers, view order status and deployment status, and view their signed orders. - What kind of support does ZeroOutages offer?
24/7/365, ZeroOutages US-based support department and NOC can be reached via email at support@zerooutages.com, or by calling 888-383-3841, or via the web.