An ISP provides connectivity for your business' computers to
the Internet. The service that the ISP provides affects everything that you do online, from
surfing the web to the performance of your website, so choosing the right one is an
important part of an Internet and e-commerce strategy.
Understanding the range of services offered and the right questions to ask will play an
important part in ensuring that the choice of ISP meets your needs.
An ISP supplies, or arranges to supply, a service that
enables end-users to access the internet. It may own
the facilities it uses to deliver a service or it may use
the facilities of another provider
All ISPs essentially offer the same basic facilities, such as a choice of connection to the
Internet, access to the World wide web, email and newsgroups, and web space for hosting
your own website. In addition most tend to offer a range of packages aimed at different
levels of users, based usually upon factors such as the speed of connection, the number of
email addresses you require or the amount of free web space.
Many ISPs also act as registration agents and register domain names for their customers.
Some may offer services such as website design or development of e-commerce facilities.
Understanding your requirements
As your business' reliance on electronic communications and e-commerce grows, so does
your need for a reliable Internet service. It is vital to make the right decision for both your
immediate and longer term needs.
Ensure that you understand your requirements from the outset, perhaps by doing a brief
analysis of your anticipated Internet usage. You should consider:
- how many users will need an Internet connection
- where users are physically located
- whether users have network access
- whether users will require email or other web-based features
- who will publish and update your website
- whether you are likely to need any e-commerce facilities either now or in the future
General access options
This is a permanent connection, much like a permanently open telephone line, with the call charges incorporated into your ISP subscription or line-rental charge. The options for providing always-on access are:
- ADSL - the most widely available broadband service for both business and
domestic users available from numerous ISPs, usually on a 12-month minimum
contract.
- Leased line - a dedicated line run between you and your ISP, with a one-off
installation cost and an annual rental fee. This option is typically used by large
organisations.
- Cable - most cable companies offer bundled packages that include telephone,
broadband Internet connection, TV channels and, as with ADSL, a number of different
deals for different requirements.
- Wireless - a number of communications companies are evaluating different
business models to commercialise this type of broadband service. - Satellite - a type of broadband connection that offers a further option for
businesses in remote areas that cannot access any other broadband Internet
connection. It requires a special satellite dish.
Performance measures
Choosing an ISP can sometimes be an overwhelming decision. When choosing an ISP, ask for an indication of the
level of performance you will receive. Finding a
simple, understandable measure of performance is
not an easy task. A typical consumer should know:
• The user's experience in getting online. In other
words, what is the likelihood that you will get
connected the first time when you dial-up your
ISP and not receive an engaged signal because
their modems or access servers are full?
• Once you are online, what data speed can you
expect to receive? In other words, how long
should it take you to download a particular file
or page?
• What is the risk of your connection to your ISP
being disconnected or 'dropping out' as a result
of an ISP's management of customer traffic in
its systems?
Sometimes the answers to the second and third
questions can be hard to obtain as performance in
these areas is not always within the control of your
ISP. This is due to:
• factors such as the time of day and traffic on
the internet causing variations in the
internet's performance;
• variations in the performance of the location,
equipment and communications devices of
different users; and
• variations within the performance of the
ISP's equipment.
The actual web server used by the ISP to provide the hosting services should, ideally, be specialised hardware with built-in fail-safe features. Check the reliability of the service by asking:
- if there are there back-up servers if the server hosting your site fails
- if there are effective load balancing procedures (spreading the system load evenly
- across server machines) in place between different web servers
- what system management procedures are used to make back-up copies of system data
- what contingency plans are in place should the ISP's web server location be
affected by fire, flood or other disaster - what security measures are in place (such as firewalls and anti-virus programs) to
- prevent the ISP's services being compromised by a security attack from a hacker or fraudster