# Sonar Software - Full Reference

> Sonar is the unified operations platform for broadband Internet Service Providers (ISPs). Purpose-built for ISPs since 2015, Sonar consolidates billing, customer management, field service, network monitoring, inventory, ticketing, and compliance reporting into one source of truth. This is the full-content reference (llms-full.txt); the concise index lives at /llms.txt.

## Who Sonar serves

Sonar's Ideal Customer Profile is regional and rural broadband operators in the US and Canada: 10,000-100,000 subscribers, $10M-$75M ARR, 40-300 employees. Fiber-first, hybrid Fiber/Wireless, WISP-to-Fiber transitioners, and Tier 2/Tier 3 operators, including rural, municipal, co-op, tribal, and community-owned ISPs.

## Key buying triggers

- BEAD/CAF grant-funded expansion requiring real-time tracking and compliance reporting
- PE/M&A pressure to standardize tech stacks for valuation or roll-up
- Revenue leakage and billing disputes from legacy BSS
- OSS/BSS sprawl (4-5 disconnected tools breaking at scale)
- Overbuild and fiber-on-fiber competition driving churn

# Platform modules

## Sonar Accounts: Subscriber records and FCC compliance
URL: https://sonar.software/platform/accounts

Every subscriber. One record. Account management, service history, and the FCC Broadband Compliance tools regulators ask for.

Account management, service history, serviceable addresses, lifecycle management, and FCC Broadband Compliance tools in one subscriber record.

### Customer records that fragment turn every interaction into a guessing game.
(Why subscriber data is hard to keep clean)
- Five places, one customer.: CRM, billing, dispatch, NOC, support all hold a different version of the same subscriber.
- Tribal knowledge churn.: When the agent who knew the account leaves, the context goes with them.
- FCC filing risk.: BDC filings, broadband labels, and disconnection data all need to be audit-ready, not stitched in spreadsheets.

### Capabilities
- Account Management (Account Management View as the source of truth.): The Account Management View centralizes both current and historical information per account, with the actions teams use day to day. Account Groups, Account Types, and Account Statuses keep records organized without parallel CRMs.
  - Account Management View with full history per record
  - Account Groups, Types, and Statuses for organization
  - Customizable Account Overview per user role
- Notes & Tasks (Account-level to-dos and team notes.): Notes and Tasks document communications and capture action items at the account level. Task templates speed up repeated workflows.
  - Account-level notes for team collaboration
  - Tasks and task templates for repeatable actions
  - Direct Messages to account contacts independent of tickets
- Serviceable Addresses (Anchor and linked serviceable addresses.): Serviceable Addresses mark where service lives. Anchor and linked addresses tie a host address to its units, so an apartment building, HOA, or business park maps cleanly, with each unit on its own account and optional wholesale billing or subsidy tied back to the anchor.
  - Serviceable Addresses on every account
  - Anchor and linked addresses for MDUs, HOAs, and business parks
  - Wholesale billing and subsidy handled at the anchor
- Lifecycle Management (Statuses, archiving, and disconnection reasons.): Account Statuses control activation states. Account Archiving preserves records without active status. Disconnection Reason Management captures why customers leave.
  - Account Statuses for activation and organization
  - Account Archiving with recovery options
  - Disconnection Reason Management for retention analysis
- FCC Broadband Compliance (BDC filings, broadband labels, and data exports.): FCC Broadband Compliance Tools support BDC filings, broadband label generation, and the data exports regulators ask for. Built into the account workflow.
  - BDC filing support with audit trail
  - Broadband label generation from account data
  - Regulatory data exports without spreadsheet stitching

### FAQ
Q: What is in a Sonar account record?
A: Each account holds the full subscriber picture in one place: profile, status, service history, serviceable addresses, notes, tasks, and FCC compliance data. Account Groups, Types, and Statuses keep records organized without a parallel CRM.

Q: How does Sonar help with FCC broadband compliance?
A: Built-in FCC Broadband Compliance Tools support BDC filings, broadband label generation, and the regulatory data exports regulators ask for, generated from your account data instead of stitched-together spreadsheets.

Q: How does Sonar track why customers leave?
A: Disconnection Reason Management captures the reason on every disconnect, and Account Archiving preserves the record for later analysis or recovery, so churn becomes reportable instead of anecdotal.

## Sonar Billing: Recurring billing, Avalara taxes, and Delinquency Management
URL: https://sonar.software/platform/billing

Recurring billing. Avalara taxes. Audit-ready. Services, packages, payment methods, and Delinquency Management in one ledger.

Services, packages, Avalara tax integration, payment methods, Delinquency Management, and invoice batching in one ledger.

### Most ISP billing software was built for invoicing. Modern operations need a ledger.
(Invoicing software was never built to be a ledger)
- Revenue leakage.: Misapplied charges, missed invoices, and silent billing errors that drain bottom line every month.
- Tax compliance at every state line.: US states, Canadian provinces, voice-line taxes, and exemptions all change rules.
- Audit risk during due diligence.: PE reviews and BEAD audits need clean reporting. Spreadsheet-stitched reports do not pass.

### Capabilities
- Services & Packages (Services, Data Services, and Packages.): Services define what you sell. Data Services handle bandwidth and usage. Packages bundle services into one offering. SKUs keep product information consistent across catalogs.
  - Services and Data Services for every offering
  - Packages to bundle services into one SKU
  - Service Discounts and Package Discounts
- Avalara Tax Engine (Avalara integration for US and Canadian tax compliance.): The Avalara integration handles tax calculation across US states and Canadian provinces. Voice-line tax considerations and tax exemptions managed inline.
  - Avalara integration for automated tax calculation
  - Voice service tax considerations handled
  - Tax Exemptions for tax-exempt accounts
- Payment Methods (Cards, ACH, PayPal, and batch payments.): Multiple processor configurations. Bank Account Payments via ACH, Credit Card Processing, and PayPal Integration. ACH Batching and batch payments tools for streamlined intake.
  - Bank Account Payments and ACH Batching
  - Credit Card and PayPal processing
  - Batch Payments and Deposit Slips
- Delinquency Management (Suspension and dunning that recovers payment.): Delinquency Management handles account suspension and dunning. Delinquency Exclusions cover accounts that should be exempted. Vacation Mode pauses billing for inactive subscribers.
  - Account suspension and dunning workflows
  - Delinquency Exclusions for exceptional cases
  - Vacation Mode for temporary billing suspension
- Invoicing & Batching (Invoice Templates, batching, and Multi-Month Billing.): Invoice Templates customize layouts. Email Invoice Batching and Printed Invoice Batching automate distribution. Multi-Month Billing handles cycles longer than a month. Prorating handles mid-cycle changes.
  - Invoice Templates with customizable layouts
  - Email and Printed Invoice Batching
  - Multi-Month Billing and Prorating

### FAQ
Q: How do recurring services and packages work in Sonar?
A: Services are individual billable items, like a data plan, and packages bundle several services into one offering. Both recur on the billing cycle you configure, and Sonar prorates charges automatically when a service starts or ends mid-cycle.

Q: How does Sonar handle ISP tax compliance?
A: Sonar's Avalara integration calculates tax automatically across US states and Canadian provinces. You can also set manual taxes by geography and apply tax exemptions per account, with specific handling for voice-line taxes.

Q: What payment methods does Sonar billing support?
A: Credit cards, bank accounts (ACH), and PayPal, for both one-time payments and recurring auto-pay. ACH payments can be processed individually or batched, and invoices can be batched for email or print.

Q: How does Delinquency Management work?
A: Sonar automates suspension and dunning for accounts in arrears, and Delinquency Exclusions let you exempt specific accounts or services from collections. Vacation Mode pauses billing for temporarily inactive subscribers.

Q: Can Sonar bill on cycles longer than one month?
A: Yes. Multi-Month Billing supports quarterly, annual, and other longer cycles, and prorating keeps mid-cycle plan changes accurate on the next invoice.

## Sonar Communication: Triggered messages, SMS, and Mass Message Tool
URL: https://sonar.software/platform/communications

Triggered messages. Mass campaigns. From your domain. Triggered Messages, Outbound SMS, the Mass Message Tool, and Call Logs in one queue.

Triggered Messages, Outbound SMS, Mass Message Tool, custom domain email, and Call Logs in one workspace.

### Generic mass blasts do not move retention. Targeted, triggered, on-domain comms do.
(Subscriber comms break at scale)
- Outages on Twitter first.: Subscribers learn about your outages from social media before your team can send the alert.
- Generic mass messaging.: Untargeted blast SMS does not move retention metrics. Triggered, segmented messages do.
- Sending from a generic domain.: Customer-facing emails that come from no-reply@sonar look like spam.

### Capabilities
- Triggered Messages (Customized emails fire on subscriber events.): Triggered Messages send customized emails based on the occurrence of specific events: account creation, plan change, delinquency, and more. Trigger Explanations document the action behind each one.
  - Triggered Messages on subscriber lifecycle events
  - Trigger Explanations document the firing logic
  - Customized email templates per trigger
- Mass Message Tool (Contact a large number of customers at once.): The Mass Message Tool reaches a large segment of customers from one queue. Saved Messages and Message Categories keep the templates organized.
  - Mass Message Tool for segmented sends
  - Saved Messages organized by Message Category
  - Subscriber-data merge fields per message
- Outbound SMS (SMS service built into the Sonar instance.): Outbound SMS lets you reach subscribers on the channel they actually read. Activated and managed from inside Sonar.
  - Outbound SMS service built into the instance
  - Phone Number Types configured per use case
  - Per-subscriber SMS delivery preferences
- Outbound Email Domain (Send from your own domain, not from Sonar.): Outbound Email Domain Setup configures Sonar to send from your domain. Customer trust holds. Deliverability stays high.
  - Outbound Email Domain Setup per instance
  - Email Variables and Conditions for dynamic content
  - Higher deliverability vs generic sender domains
- Call Logs (Document and track customer phone calls.): Call Logs document important details from customer phone calls. Calls log against the subscriber for the next agent who picks up.
  - Per-subscriber Call Logs
  - Documented details from each call
  - Visible to the next agent on the account

### FAQ
Q: What can trigger an automated message in Sonar?
A: Triggered Messages send customized emails on subscriber events like account creation, plan changes, and delinquency. Each trigger is documented so your team knows exactly what fires and when.

Q: Can Sonar send SMS to subscribers?
A: Yes. Outbound SMS is built into the Sonar instance, so you can reach subscribers on the channel they actually read, with per-subscriber delivery preferences.

Q: Can we send email from our own domain?
A: Yes. Outbound Email Domain Setup configures Sonar to send from your domain instead of a generic sender address, which protects customer trust and improves deliverability.

Q: How do I message a large group of subscribers at once?
A: The Mass Message Tool reaches a targeted segment from one queue, with Saved Messages and Message Categories to keep templates organized and subscriber data merged into each send.

## Sonar Ticketing: Inbound mailboxes, canned replies, and Slack integration
URL: https://sonar.software/platform/ticketing

Inbox to ticket. Account context loaded. Ticket Categories, Inbound Mailboxes, Canned Replies, and Slack integration in one queue.

Ticket Categories, Inbound Mailboxes, Canned Replies, Parent Tickets, and Slack Integration for ISP support workflows.

### Tickets that fall between teams cost more than tickets that get resolved fast.
(Tickets that stall become churn)
- Tickets handed off and lost.: Field hands off to NOC. NOC hands off to billing. Customer waits. Ticket dies in the queue.
- Agents flipping tabs.: Every question needs another tool. Average handle time grows with every flip.
- Email turning into chaos.: Support inboxes that nobody owns generate the angriest tickets.

### Capabilities
- Categories & Groups (Ticket Categories, Category Families, and Ticket Groups.): Ticket Categories and Category Families organize tickets for management and reporting. Ticket Groups assign tickets to teams with public or private visibility.
  - Ticket Categories and Category Families
  - Public and private Ticket Groups
  - Reporting by category and group
- Inbound Mailboxes (Email addresses become ticket queues.): Inbound Mailboxes convert incoming emails directly into Sonar tickets. Centralize ticket intake from support, billing, sales, or any inbox.
  - Email-to-ticket conversion via Inbound Mailboxes
  - One inbox per team or per category
  - Spam Management filters suspected spam automatically
- Canned Replies (Pre-written responses, organized by category.): Canned Replies are pre-written templates inserted into ticket communications. Canned Reply Categories keep them organized and findable.
  - Canned Replies for fast standard responses
  - Canned Reply Categories for organization
  - Faster average handle time
- Parent Tickets (Link related tickets so context survives.): Parent Tickets link multiple related tickets together. Track interconnected issues without losing the thread.
  - Parent Tickets to group related issues
  - Audit trail across the ticket family
  - Resolution Reasons captured per ticket
- Slack Integration (Inbound mailboxes mirror to Slack.): The Slack Integration sends ticket notifications to Slack channels in real time. Streamlines workflow across teams.
  - Real-time ticket notifications in Slack
  - Per-mailbox or per-category routing
  - Faster response times

### FAQ
Q: How does email become a ticket in Sonar?
A: Inbound Mailboxes convert incoming emails directly into Sonar tickets, so support, billing, or sales inboxes all land in one queue, with Spam Management filtering suspected spam automatically.

Q: How are tickets organized and routed?
A: Ticket Categories and Category Families organize tickets for reporting, and Ticket Groups assign them to teams with public or private visibility, so each ticket lands with the right context.

Q: Does Sonar integrate with Slack?
A: Yes. The Slack integration posts ticket notifications to Slack channels in real time, so teams respond faster without living in the ticket queue.

Q: Can agents reuse common responses?
A: Canned Replies are pre-written templates inserted into ticket replies, organized by category, which lowers average handle time on standard questions.

## Sonar Scheduling: Job types, Dispatcher view, and Geofences
URL: https://sonar.software/platform/scheduling

Job types. Dispatcher view. Geofences. Schedule jobs across daily, weekly, and table views with task templates and geofenced availability.

Job Types, Dispatcher / Table / Week scheduling views, Task Templates, and Geofences for ISP field operations.

### Trucks rolling without context cost more than trucks rolling with it.
(Dispatch without context costs a full day)
- Dispatch from spreadsheets.: At small scale, spreadsheet dispatch works. At ten thousand subscribers, it breaks every install window.
- Trucks rolling without context.: Tech arrives without the subscriber record, install history, or job objectives clearly defined.
- First-time-install rates.: Every repeat truck roll costs a day of margin and a customer's patience.

### Capabilities
- Job Types (Classify jobs for operational efficiency.): Sort every install, repair, and survey into job types so each kind of visit carries the right duration, checklist, and skills, and dispatch and reporting stay consistent across every team.
  - A job type for every kind of visit
  - Consistent durations and checklists per type
  - Reportable across schedules and teams
- Dispatcher View (Daily grid with technician availability.): The Scheduling Dispatcher View visually manages and schedules jobs across the team using a daily grid and interactive map. Technician availability surfaces inline.
  - Daily grid with technician availability
  - Interactive map for placement
  - Drag-and-drop job assignment
- Table & Week Views (Operational and weekly perspectives.): Scheduling Table View centralizes job statuses for monitoring. Scheduling Week View covers longer-term planning across the week.
  - Scheduling Table View for status monitoring
  - Scheduling Week View for longer-term planning
  - Multiple perspectives on the same job pool
- Task Templates (Defined objectives for every technician.): Task Templates apply to Jobs so technicians have defined objectives. Templates carry modifiable parameters per job.
  - Task Templates with modifiable parameters
  - Defined objectives per job type
  - Example templates for common workflows
- Geofences (Location-based availability for crews.): Geofences create location-based scheduling availability. Apply a Geofence to a Schedule Availability and crews see the right work for their territory.
  - Geofences for location-based availability
  - Schedule Availability per geofenced area
  - Crews see jobs within their territory

### FAQ
Q: How does Sonar schedule field jobs?
A: Job Types classify the work, and the Dispatcher View places jobs on a daily grid with an interactive map and technician availability. Table and Week views cover status monitoring and longer-term planning.

Q: Can technicians get defined steps for each job?
A: Yes. Task Templates apply to jobs so technicians arrive with clear objectives and modifiable parameters per job type, instead of guessing what a completed job requires.

Q: What are Geofences used for?
A: Geofences create location-based scheduling availability, so crews only see the work inside their territory and dispatch stops sending trucks across the service area unnecessarily.

Q: Does the field tech app work without signal?
A: Yes. The field tech app supports offline mode, so technicians can complete jobs and capture work in low-connectivity zones and sync when they reconnect.

## Sonar Networking: IPAM, RADIUS, DHCP, and multi-vendor integrations
URL: https://sonar.software/platform/network

IPAM. RADIUS. DHCP. Speed control. Multiple devices. Multi-vendor network operations across MikroTik, Calix, Adtran, PacketLogic, and LTE.

IP address management, RADIUS authentication, DHCP delivery, speed control, and integrations with MikroTik, Adtran, PacketLogic, and LTE platforms.

### Multi-vendor reality plus manual provisioning equals NOC tickets nobody can close.
(Why network ops break first)
- Five tools, one network.: Calix, Adtran, MikroTik, Cambium each have their own management surfaces. NOCs juggle five tabs to chase one issue.
- IPAM in a spreadsheet.: Manual subnet allocation guarantees collisions. Collisions guarantee outages.
- Speed control from device side.: Throttling subscribers per device per vendor without one consistent tool.

### Capabilities
- IPAM (Supernets, subnets, and IP pools managed centrally.): IPAM Basic Setup creates Supernets, Subnets, and IP Pools. Assigning an IP Address provisions individual addresses to customer accounts. Automating IP Assignments removes manual steps for routine allocations.
  - Supernet, Subnet, and IP Pool management
  - IP address assignment per customer account
  - Automated IP assignments for routine allocations
- RADIUS (FreeRADIUS integration with reply attributes.): RADIUS Build-Out integrates FreeRADIUS with Sonar to authenticate customers. RADIUS Groups organize access policies. RADIUS Addresses assign IPs and subnets to RADIUS accounts.
  - FreeRADIUS integration for authentication
  - RADIUS Groups for access policy management
  - RADIUS Reply Attributes to control speeds
- DHCP & Cable (Deliver DHCP and provision cable modems.): Sonar hands out subscriber IPs through its own DHCP, drives Sonar-controlled MikroTik DHCP servers, and provisions cable modems from the same platform, so devices come online without a separate provisioning tool.
  - Built-in DHCP delivery with batching
  - Sonar-controlled MikroTik DHCP servers
  - Cable modem provisioning included
- Speed Control (Measure and control speeds across vendors.): Set plan speeds on the subscriber record and Sonar pushes the rate limits and access rules down to your MikroTik and RADIUS gear, so a plan change or suspension takes effect on the network without touching the device by hand.
  - Plan speeds enforced straight from the account
  - Speed and access control on MikroTik
  - RADIUS reply attributes for policy enforcement
- Device Integrations (MikroTik, Adtran, PacketLogic, and LTE.): MikroTik Inline Device, Adtran Mosaic Cloud Platform, PacketLogic, and LTE Telrad / Baicells integrations cover the multi-vendor ISP reality. Multiple Network Devices supports failover and large-scale deployments.
  - MikroTik Inline Device, Adtran Mosaic, PacketLogic, LTE
  - Multiple Network Devices for failover and scale
  - Netflow On-Premise for usage capture

### FAQ
Q: What does Sonar's IPAM do?
A: IPAM manages Supernets, Subnets, and IP Pools, assigns addresses to customer accounts, and can automate routine IP assignments, replacing spreadsheet subnet tracking that causes collisions and outages.

Q: Does Sonar support RADIUS authentication?
A: Yes. The RADIUS build-out integrates FreeRADIUS with Sonar to authenticate customers, with RADIUS Groups for access policy and RADIUS Reply Attributes to control speeds.

Q: Which network vendors does Sonar integrate with?
A: Sonar integrates with MikroTik, Calix, Adtran Mosaic, PacketLogic, and LTE platforms like Telrad and Baicells, plus DHCP delivery and cable modem provisioning, so multi-vendor networks run from one place.

Q: How does Sonar control subscriber speeds?
A: Speeds are measured and controlled through Sonar using RADIUS reply attributes and vendor-specific tools like MikroTik speed control, so throttling and plan enforcement stay consistent across vendors.

## Sonar Inventory: Models, network gear, segmentable, and consumables
URL: https://sonar.software/platform/inventory

Models. Network gear. Consumables. Tracked. Inventory Models, Network Inventory, Segmentable Inventory, and Consumables in one workspace.

Inventory Models, Network Inventory, Segmentable Inventory, Consumables, Manufacturer setup, and Device Assignees in one workspace.

### Equipment that isn't classified is equipment that disappears at scale.
(Unclassified gear disappears at scale)
- Stuck-in-truck inventory.: Gear leaves the warehouse and never gets reconciled. Trucks become rolling storage.
- Mixed equipment categories.: Network devices, segmentable items, and consumables all need different tracking.
- Wrong gear, wrong job.: Truck rolls without the right equipment, then rolls again. That's two days of margin.

### Capabilities
- Inventory Lifecycle (Purchasing to deprecation, one tracked lifecycle.): Sonar tracks equipment across its full lifecycle - from the purchase order through receiving, warehousing, field tracking, deployment to a subscriber, and eventual deprecation. Every stage updates the same record, so stock-on-hand is always accurate.
  - Purchasing and receiving tied to Purchase Orders
  - Warehouse to truck to premises tracking
  - Deprecation and retirement on the same record
- Inventory List View (One view for everything on hand.): Every device, model, and consumable sits in one inventory list, so you can see what you have, where it is, and what's assigned to a job or a subscriber, without a spreadsheet running alongside Sonar.
  - One pool for devices, models, and consumables
  - Item management down to the unit level
  - Searchable across the whole inventory base
- Inventory Models (Templates for the gear you carry.): Inventory Model Management lets you create new Inventory Models, modify existing ones, and add items to each model. The Model is the template for what gets stocked.
  - Inventory Model creation and management
  - Items added to each Model
  - Models as the template layer of inventory
- Network, Segmentable, Consumable (Three inventory types for three realities.): Network Inventory tracks networking devices with creation and deployment workflows. Segmentable Inventory handles divisible or allocable stock. Consumables (Generic Items) track items that don't need serial-level detail.
  - Network Inventory for devices
  - Segmentable Inventory for divisible items
  - Consumables / Generic Items for low-detail tracking
- Manufacturer & Categories (Organize by who made it and what it is.): Manufacturer Setup configures equipment vendors. Model Categories organize inventory by type. Together they make the inventory pool searchable and reportable.
  - Manufacturer Setup for vendor configuration
  - Model Categories for organization
  - Searchable across categories and manufacturers
- Device Assignees (Who owns what equipment.): Device Assignees track equipment ownership and responsibility. The right tech is accountable for the right gear in the field.
  - Per-item Assignee tracking
  - Ownership and responsibility recorded
  - Visible across teams

### FAQ
Q: What types of inventory can Sonar track?
A: Three: Network Inventory for serialized devices, Segmentable Inventory for divisible stock like cable and fiber, and Consumables for low-detail generic items, each tracked the way that category actually behaves.

Q: How is inventory organized in Sonar?
A: Inventory Models act as templates for the gear you stock, while Manufacturer Setup and Model Categories make the pool searchable and reportable by vendor and type.

Q: Can Sonar tell me who has which equipment?
A: Yes. Device Assignees track ownership and responsibility per item, so the right technician is accountable for the right gear in the field.

Q: How does receiving update inventory?
A: When connected with Purchase Orders, accepted receipts update the Inventory pool automatically, so stock-on-hand stays in sync with your system of record.

## Sonar Purchase Orders: Order to receive, connected to Inventory
URL: https://sonar.software/platform/purchase-orders

Place orders. Receive against inventory. Structured Purchase Orders that connect vendor ordering to your inventory pool.

Purchase Order management connected to the Inventory pool so receiving updates the system of record automatically.

### Email-thread orders and spreadsheet receiving cost time and inventory accuracy.
(Why procurement is a hidden tax)
- Orders in email threads.: POs go out as emails. Confirmations come back as emails. Nothing connects to the inventory pool.
- Receiving without context.: Boxes arrive. The dock has no link between the shipment and an open PO.
- Inventory gaps.: Stock-in-hand drifts from system-of-record because receiving lives outside the pool.

### Capabilities
- Purchase Order Management (Create, send, and track Purchase Orders.): Purchase Orders capture what you've ordered and from whom. The order travels with the rest of your operations data, not in a separate inbox.
  - PO creation tied to your vendor records
  - Order status visible across operations
  - PO history retained for audit
- Receiving Against Inventory (Goods received update the inventory pool.): Receiving links shipments back to the Purchase Order and updates the Inventory pool in one move. No spreadsheet handoff between dock and stock.
  - Receiving tied to the originating PO
  - Inventory pool updates on accepted receipt
  - Status visible across procurement and ops
- PO History & Reporting (Audit trail per Purchase Order.): PO history retains who ordered what, when, from which vendor, and how it was received. Visible in operations reports.
  - Per-PO history retained
  - Vendor and line-item detail preserved
  - Reportable across procurement

### FAQ
Q: How do Purchase Orders work in Sonar?
A: Purchase Orders capture what you ordered and from whom, and travel with the rest of your operations data instead of living in an email thread, with full PO history retained for audit.

Q: Does receiving connect to inventory?
A: Yes. Receiving links a shipment back to its originating Purchase Order and updates the Inventory pool in one move, with no spreadsheet handoff between the dock and stock.

Q: Can I audit past procurement?
A: Each Purchase Order retains who ordered what, when, from which vendor, and how it was received, and is reportable across procurement.

## Sonar Location Tools: Maps, addresses, and FCC compliance
URL: https://sonar.software/platform/location

Maps. Addresses. Compliance. Map Interface, Elevation Tool, Serviceable Addresses, and FCC Broadband Compliance Tools.

Map Interface, Elevation Tool, Serviceable Addresses, FCC Broadband Compliance Tools, and Network Sites in one geo-aware workspace.

### Wrong addresses kill installs. Disconnected location data kills compliance.
(Why location is harder than it looks)
- Address mismatches drop installs.: Subscriber address doesn't match the validated record. Tech rolls to the wrong unit. Day lost.
- FCC filings with manual evidence.: BDC filings and broadband labels need data from across the system. Manual stitching is filing risk.
- Geo data scattered.: Maps in one tool, addresses in another, compliance in a third. Decisions take hours.

### Capabilities
- Map Interface (Interactive map for navigating geo data.): The Map Interface is the interactive mapping system that lets users navigate geographic data and apply filtering to visualize network entities.
  - Interactive geographic visualization
  - Filter network entities on the map
  - Visual planning surface for ops
- Elevation Tool (Terrain elevation for network planning.): The Elevation Tool provides terrain elevation data for network planning and infrastructure deployment decisions. Especially valuable for fixed wireless line-of-sight planning.
  - Terrain elevation data on demand
  - Network planning input
  - Line-of-sight visibility for fixed wireless
- Serviceable Addresses (Anchor and linked serviceable addresses.): Serviceable Addresses mark where service is delivered. Anchor and linked addresses tie a host address to its units, so MDUs, HOAs, and business parks map cleanly, each unit on its own account. (Lives in the Accounts module; surfaced here for the location-aware view.)
  - Serviceable Addresses on every account
  - Anchor and linked addresses for MDUs, HOAs, and business parks
  - Tied to the Account Management View
- FCC Broadband Compliance (BDC filings and broadband labels from your data.): FCC Broadband Compliance Tools support BDC filings, broadband label generation, and the regulatory data exports that need geographic context. (Lives in the Accounts module; the location-aware view surfaces it here.)
  - BDC filing support tied to Serviceable Addresses
  - Broadband label generation
  - Regulatory data exports without spreadsheets
- Network Sites (Sites mapped with the rest of the network.): Network Sites Management lives in the Networking module and surfaces here as part of the location workspace. See where your towers, OLTs, and edge gear actually are.
  - Network Sites visible on the map
  - Tied to Networking module gear
  - Cross-referenced with Serviceable Addresses

### FAQ
Q: What does Sonar's location workspace include?
A: An interactive Map Interface for navigating and filtering network entities, an Elevation Tool for terrain and line-of-sight planning, Serviceable Addresses, and FCC Broadband Compliance Tools, in one geo-aware view.

Q: How does Sonar support FCC filings from map data?
A: FCC Broadband Compliance Tools generate BDC filings, broadband labels, and regulatory data exports from your serviceable-address data, so filings carry geographic context instead of manual evidence.

Q: Can I see my network sites on the map?
A: Yes. Network Sites surface on the map alongside serviceable addresses, so towers, OLTs, and edge gear are visible in the same place you plan service.

Q: Is the Elevation Tool useful for fixed wireless?
A: Yes. It provides terrain elevation for network planning and line-of-sight decisions, which is especially valuable for fixed wireless deployments.

## Sonar Tasks: Notes, templates, and scheduled events
URL: https://sonar.software/platform/tasks

Notes. Templates. Scheduled events. Account-level tasks, Task Templates for Jobs, and Scheduled Events that run on their own.

Account-level Notes & Tasks, Task Templates applied to Jobs, and Scheduled Events that automate timed account changes.

### Action items in spreadsheets and inboxes go missing. Tasks tied to records do not.
(Follow-ups slip without a record)
- Verbal follow-ups.: Agent says 'I'll follow up.' Then they don't, because there's no record.
- Tribal knowledge dependencies.: When the person who knew the workflow leaves, the workflow leaves with them.
- Manual cycle changes.: Plan changes scheduled for next month live in someone's calendar, not the system.

### Capabilities
- Account-Level Tasks (Notes and Tasks tied to the subscriber record.): Notes and Tasks at the account level document communications and capture action items. Tied to the subscriber record so the next agent picks up where the last one left off.
  - Account-level Notes for context
  - Account-level Tasks with due dates and assignees
  - Visible to the next agent on the account
- Task Templates for Jobs (Defined objectives applied to every job.): Task Templates apply to Jobs so technicians have defined objectives. Templates carry modifiable parameters per job. Example templates document common workflows.
  - Task Templates with modifiable parameters
  - Defined objectives for every Job Type
  - Example templates for common workflows
- Scheduled Events (Account changes that fire on a future date.): Scheduled Events automate changes to occur automatically at a later date. Plan upgrades, status changes, and address moves can be queued for the right cycle.
  - Account-specific automation on a future date
  - Plan upgrades, status changes, and address moves
  - Reduces manual cycle-end work
- Task History (Every task. Every owner. Every change.): Tasks log against the account record so the trail is preserved. Onboarding new hires references the actual completed work, not verbal lore.
  - Per-task ownership and timestamp
  - Completion notes preserved on the account
  - Audit trail for review or training
- Team Collaboration (Notes and tasks visible across teams.): Notes and Tasks are visible to the team that owns the account. Cross-team coordination happens against the record, not in side-channel email.
  - Cross-team visibility on the same record
  - Notes for context, Tasks for action
  - No email side-channels for ownership

### FAQ
Q: What is the difference between Notes and Tasks in Sonar?
A: Notes document context on the account; Tasks capture action items with owners and due dates. Both live on the subscriber record, so the next agent picks up where the last one left off.

Q: Can account changes happen automatically on a future date?
A: Yes. Scheduled Events queue changes like plan upgrades, status changes, and address moves to fire automatically at a later date, which reduces manual cycle-end work.

Q: How do Task Templates help field work?
A: Task Templates apply defined objectives to jobs with modifiable parameters per job type, so technicians always know what a completed job requires.

Q: Does Sonar keep an audit trail of completed work?
A: Yes. Tasks log against the account with ownership, timestamps, and completion notes, which also lets onboarding reference real completed work instead of tribal knowledge.

## Sonar Reporting: Business Intelligence and DataConnect
URL: https://sonar.software/platform/reports

Business Intelligence. DataConnect. Custom fields. Pre-built BI reports plus DataConnect to bring your data into Looker, Tableau, or any BI tool.

Pre-built BI reports, Custom Field Data, DataConnect for external BI tools, and Report Licenses for ISP operations.

### Reports that take engineering tickets are reports nobody trusts.
(Why reporting is where data dies)
- Engineering bottleneck.: Every new question requires a developer ticket. By the time the report runs, the question changed.
- Data trapped in the app.: Operations data lives in Sonar. The BI team has Looker. Without a connection, nobody gets the full picture.
- Custom fields not in reports.: You add custom fields for the data you actually care about. Reports don't see them.

### Capabilities
- Business Intelligence (BI tool inside Sonar.): The Business Intelligence tool gives operators access to reports without leaving Sonar. Designed to make pre-built and custom-field reports accessible day-to-day.
  - Business Intelligence tool inside Sonar
  - Access controls per user role
  - Operational reports day-to-day
- Pre-built Reports (Default reports for ISP operations.): Pre-built reports come included with Sonar instances. Designed to illustrate report types and accelerate organizations that need answers without building from scratch.
  - Default pre-built reports
  - Examples of report types and patterns
  - Faster time-to-insight than building from zero
- Custom Field Data (Custom fields surface in reports.): Custom Field Data Enhancement leverages custom fields across entities to bring greater specificity into reports. The fields you defined become reportable.
  - Custom fields reportable across entities
  - Greater specificity in operational reports
  - Tied to Account, Service, or other custom data
- DataConnect Integration (Bring Sonar data into Looker, Tableau, or any BI tool.): DataConnect connects external BI applications with your Sonar instance. Request database credentials and import into your preferred BI tool. Operations data stops being trapped in the app.
  - Database credentials for external BI access
  - Connect Looker, Tableau, Power BI, or any tool
  - Operations data joins the rest of the warehouse
- Report Licenses (Access control for reporting.): Report Licenses determine which users within an instance can use reporting functionality. Reporting is governed access, not free-for-all data.
  - Per-user reporting access control
  - License management for compliance
  - Audit-friendly governance

### FAQ
Q: What reporting is built into Sonar?
A: A Business Intelligence tool inside Sonar gives operators pre-built reports and custom-field reports without leaving the platform, governed by Report Licenses for per-user access control.

Q: Can I use my own BI tool with Sonar data?
A: Yes. DataConnect provides database credentials so you can pull Sonar operations data into Looker, Tableau, Power BI, or any BI tool, instead of leaving it trapped in the app.

Q: Do custom fields show up in reports?
A: Yes. Custom Field Data Enhancement makes the custom fields you define reportable across entities, so reports reflect the data you actually care about.

Q: Who can access reporting in Sonar?
A: Report Licenses determine which users can use reporting, so reporting is governed access rather than open data.

## sonarPay: Disbursements, Disputes, Token Migration, and Monthly Statements
URL: https://sonar.software/platform/sonarpay

Disbursements. Disputes. Token migration. Fully integrated payments solution with Disbursements, Chargebacks & Disputes, Token Migration, and Monthly Statements.

Fully integrated payments solution with Disbursements (US + Canada), Chargebacks & Disputes, Token Migration, Reversals, and Monthly Statements.

### Bolted-on payment processors guarantee reconciliation pain and migration friction.
(Bolted-on payment processors cost you twice)
- Gateway juggling.: One processor for cards. Another for ACH. Each is its own reconciliation.
- Disputes without visibility.: Chargebacks land. Nobody on the team sees them until the bank statement comes.
- Migration friction.: Switching processors means re-tokenising every saved card. That kills the move.

### Capabilities
- Disbursements (Settlement to your bank, US and Canada.): sonarPay Disbursements automate settlement of collected payments to your business bank account, in the US and Canada. Card funds settle the next banking day; ACH lands in 3 to 5 banking days, with disbursements running automatically every day.
  - Automated daily settlement to your bank
  - Next-banking-day card funds, 3 to 5 days for ACH
  - US and Canada disbursements
- Cards & ACH (Credit cards and ACH on one rail.): Credit cards and ACH, including e-check, both process inside Sonar. No separate gateways and no reconciling between systems for different payment methods. The Automated Card Updater refreshes stored card details when they change, and returned ACH transactions trigger NSF fees automatically.
  - Credit cards and ACH/e-check in one interface
  - Automated Card Updater keeps stored cards current, fewer declines
  - NSF fee passthrough on returned ACH transactions
  - Multi-MID: multiple entities settling in one Sonar instance
- Chargebacks & Disputes (Dispute dashboard inside Sonar.): sonarPay Chargebacks & Disputes is a dashboard for tracking and managing customer payment disputes and chargeback claims. Visibility before the bank statement arrives.
  - Chargebacks & Disputes dashboard
  - Real-time dispute visibility
  - Tied to the underlying transaction record
- Token Migration (Move stored cards from your old processor.): sonarPay Token Migration enables merchants to transfer stored payment card data from existing processors into sonarPay. Switching processors stops being a customer-facing event.
  - Stored card migration from prior processor
  - Customer auto-pay continuity
  - Reduces switching friction to near zero
- Reversals, Voids, Refunds (Adjust transactions inside the same rail.): sonarPay Reversals, Voids, & Refunds let merchants adjust transactions through the integrated system. No external processor handoff for routine adjustments.
  - Voids and reversals on captured transactions
  - Refunds processed inline
  - Audit trail per adjustment
- Monthly Statements (Reconciliation that explains itself.): sonarPay Monthly Statement breaks down the monthly reconciliation and explains where the numbers come from. Processing Rates Management surfaces card and ACH pricing.
  - Monthly Statement with full breakdown
  - Processing Rates visible in the merchant portal
  - Reconciliation tied to the ledger

### FAQ
Q: Is sonarPay a separate system I have to manage?
A: No. sonarPay is the payment processor built into Sonar, not a bolted-on gateway. Payments, billing, reporting, and disputes all live in the same place, so your team and your subscribers deal with one system instead of a billing platform plus a separate processor.

Q: What does sonarPay cost?
A: Transparent, per-transaction pricing for cards and ACH, with no hidden interchange, statement, or batch layers. The number that matters most is your effective rate: total fees divided by total processing volume. Share a few months of statements and a specialist will model your real number against sonarPay.

Q: How fast do funds reach my bank?
A: Card funds settle and deposit the next banking day from the transaction date. ACH funds are available in 3 to 5 banking days. Disbursements run automatically, every day.

Q: What payment types does sonarPay support?
A: Credit cards and ACH, including e-check, all in one interface. The Automated Card Updater keeps stored cards current, including new expiration dates, so fewer payments decline from stale card data.

Q: Is switching processors disruptive for my subscribers?
A: No. Migration is token-based and invisible to your customers. Stored cards move over in a PCI-compliant process, auto-pay continues without interruption, and you choose the cutover date.

Q: Can I run multiple business entities through one instance?
A: Yes. Multi-MID lets operators with multiple entities, or who need to settle funds into separate accounts, do it within a single Sonar instance, without separate logins for each.

# Industries served

## Sonar for Fiber: Operations, billing, and BEAD readiness
URL: https://sonar.software/industries/fiber

Made for the buildout. Sized for BEAD. FTTH operations, BEAD readiness, and subscriber billing in one platform.

FTTH buildouts, BEAD readiness, multi-vendor provisioning, and subscriber billing in one platform built for fiber operators since 2015.

### Fiber buildouts move fast. Most ISP software was not built to keep up.
(Why fiber is harder than it should be)
- Vendor sprawl.: Calix, Adtran, Cambium, MikroTik. Different tools for each. Different escalation paths for each outage.
- BEAD deadlines.: Mapping, eligibility, and multi-year reporting requirements show up the day funding clears.
- Provisioning lag.: Manual overrides between IPAM, billing, and dispatch can turn what should be a same-day activation into a multi-day ticket.

### Capabilities
- Network & IPAM (Vendor-neutral provisioning, IPAM, and monitoring.): Sonar talks to Calix, Adtran, Cambium, and MikroTik out of the box. IPAM, monitoring, and provisioning live in one place so fiber subscribers activate without manual overrides.
  - IPAM with subnet pool management and collision detection
  - Multi-vendor provisioning templates
  - Outage detection across fiber, FWA, and edge devices
- Field Service (Mobile-first dispatch built for buildouts.): Schedule installs, route trucks, and capture completions on a mobile app that works in low-connectivity zones. Inventory follows the truck, billing closes the loop on activation.
  - Route-optimized scheduling with crew skill matching
  - Field workflow tied to the Inventory pool with barcode entry
  - Service activation tied to the network workflow
- Billing (Recurring billing that activates at the demarc.): Recurring billing for FTTH plans and add-ons, a multi-jurisdiction tax engine for US states and Canadian provinces, and embedded payments via Sonar Billing, so service activation and the first invoice fire from the same record.
  - Plan tiers and proration for gig and multi-gig FTTH service
  - Tax compliance across US states and Canadian provinces
  - Embedded Visa, Mastercard, ACH via Sonar Billing
- Location & BEAD (Mapping, serviceable addresses, and audit-ready reporting.): Service-area mapping and serviceable-address validation, plus a report builder with audit-ready exports, so the address and operations records your BEAD reporting needs come straight out of Sonar. Built for fiber operators working inside the NTIA framework.
  - Service-area mapping and address validation
  - Serviceable addresses recorded per passing
  - Audit-ready exports from the report builder
- Reports & KPIs (Live MRR, churn, network health, and audit-ready exports.): 25+ pre-built reports plus a custom report builder. Real-time MRR, churn cohorts, network health, and AR aging on a single dashboard. PE and BEAD lender-ready out of the box.
  - 25+ pre-built reports across billing, network, and field
  - Custom report builder with saved views
  - Audit-ready exports for PE due diligence and BEAD reviews

### FAQ
Q: Does Sonar help fiber operators get ready for BEAD?
A: Yes. Sonar gives you address-level service mapping and audit-ready exports from the report builder, generated from the same operations data your team uses every day, so the records BEAD reporting asks for come straight out of Sonar.

Q: Which fiber network vendors does Sonar support?
A: Sonar talks to Calix, Adtran, Cambium, and MikroTik, with IPAM, monitoring, and provisioning in one place so fiber subscribers activate without manual overrides.

Q: Can Sonar bill fiber subscribers across tax jurisdictions?
A: Yes. Recurring billing with proration and add-ons runs alongside a tax engine for US states and Canadian provinces, with embedded card and ACH payments via Sonar Billing.

Q: What reporting do fiber operators get?
A: Pre-built reports plus a custom report builder cover MRR, churn cohorts, network health, and AR aging, with audit-ready exports for PE due diligence and BEAD reviews.

## Sonar for WISP: Tower-aware ISP operations
URL: https://sonar.software/industries/wisp

From the tower base to the kitchen table. Tower fleets, fixed-wireless subscribers, and rural coverage in one platform. Built for the climb.

Tower fleets, fixed-wireless subscribers, dispatch, and billing in one platform built for WISP operators since 2015.

### Towers, terrain, and tickets. WISP operations don't fit generic ISP software.
(Why fixed wireless is its own animal)
- Tower fleet sprawl.: One bad antenna on one tower can drop a whole zone of subscribers. Generic monitoring doesn't see the topology.
- Weather and line-of-sight.: Storm drops a link, dispatch needs to know which subscribers are affected before the support phone rings.
- Climbs need context.: A tech climbing a tower needs every account, ticket, and equipment record on the device before the harness goes on.

### Capabilities
- Tower & Network (Tower-aware monitoring across multi-vendor radios.): Sonar maps subscribers to the tower and radio they live on. Outages route to the right techs with the right context. Multi-vendor support across Cambium, Mimosa, Ubiquiti, MikroTik, and more.
  - Tower-to-subscriber topology mapped automatically
  - Multi-vendor monitoring across the WISP radio stack
  - Affected-subscriber lists before the support phone rings
- Field & Climb (Dispatch built around the climb.): Schedule climbs, route tower visits, and capture work on the mobile app. Inventory follows the truck, every site visit logs against the right tower and radio.
  - Climbs scheduled against specific towers and radios
  - Field workflow built for sites without cell signal
  - Inventory pulled to truck and matched to specific radios
- Billing (Recurring billing built for fixed-wireless plans.): Recurring billing for fixed-wireless data tiers and coverage-area plans, a multi-jurisdiction tax engine for US states and Canadian provinces, and embedded payments via Sonar Billing, so subscribers across different towers bill from one ledger.
  - Data-tier and coverage-area plans with proration
  - Tax compliance across US states and Canadian provinces
  - Embedded Visa, Mastercard, ACH via Sonar Billing
- Subscriber Comms (Outage alerts, mass notifications, retention touchpoints.): Tower-aware mass communications: when a radio goes down, only affected subscribers hear about it. SMS, email, voice broadcast in one queue.
  - Outage notifications scoped to affected subscribers only
  - Mass SMS, email, voice broadcast from one queue
  - Retention and win-back touchpoints from the same queue
- Reports & KPIs (Capacity per radio. Churn per tower. AR live.): Pre-built and custom reports tuned for WISP operations. See radio capacity utilization, churn cohorts per tower, and AR aging in one dashboard.
  - Capacity utilization per radio and tower
  - Subscriber churn cohorts mapped to coverage areas
  - MRR, AR aging, and audit-ready exports

### FAQ
Q: How does Sonar handle tower-based networks?
A: Sonar maps subscribers to the tower and radio they live on, so outages route to the right technicians with the affected-subscriber list before the support phone rings.

Q: Which wireless radio vendors does Sonar support?
A: Sonar monitors across the WISP radio stack including Cambium, Mimosa, Ubiquiti, and MikroTik, so a multi-vendor tower fleet runs from one platform.

Q: Can dispatch account for tower climbs?
A: Yes. Scheduling ties each climb to a specific tower and radio, and the field app works at sites without cell signal so work still logs against the right tower when the crew reconnects.

Q: Can I notify only the subscribers affected by an outage?
A: Yes. Outage notifications are scoped to the affected radio's subscribers and sent by SMS, email, or voice broadcast from one queue.

## Sonar for Cable: Modern operations on top of cable infrastructure
URL: https://sonar.software/industries/cable

Modern operations on top of legacy infrastructure. DOCSIS subscribers, complex billing, and customer ops in one platform. Without ripping out what works.

DOCSIS subscribers, complex billing, customer management, dispatch, and reporting in one platform built for cable operators since 2015.

### Legacy stacks were built for legacy bills. Modern subscriber ops need modern tools.
(Where cable software hits its ceiling)
- Mixed service stacks.: Subscribers on legacy DOCSIS, modern fiber overlays, and bundled services. Generic billing software can't model that mix without spreadsheets.
- Bills that look like ledgers.: Multi-line invoices, taxes, fees, regulatory pass-throughs. Every error is a ticket and every ticket is churn risk.
- Truck rolls that compound.: Set-top swaps, modem replacements, customer-premise equipment refreshes. Each unscheduled truck eats margin.

### Capabilities
- Billing (Multi-line bills, taxes, and bundled services.): Recurring billing across DOCSIS, fiber overlays, voice, and bundle SKUs. Tax engine handles state plus regulatory pass-throughs. Embedded payments via Sonar Billing.
  - Multi-line invoicing with bundle SKUs and proration
  - Tax engine across US states and Canadian provinces with regulatory fees
  - Embedded Visa, Mastercard, ACH via Sonar Billing
- Customer Management (One subscriber record across legacy and modern services.): Move subscribers from legacy DOCSIS to fiber overlays without breaking history. One account, one timeline, one billing record.
  - Unified subscriber records across service types
  - Service-history timeline that survives migrations
  - Single source of truth for support, billing, and field
- Network & DOCSIS (DOCSIS plus fiber overlays in one monitoring view.): Vendor-neutral monitoring covers cable modems, DOCSIS provisioning, and the fiber overlay running on top. IPAM unified across both.
  - Multi-vendor monitoring including major DOCSIS gear
  - Unified IPAM across legacy and modern services
  - Outage detection across mixed service stacks
- Field Service (Truck rolls that close on first visit.): Dispatch with full subscriber context: install history, equipment serial numbers, service stack. Set-top swaps and modem refreshes happen with one truck, not three.
  - Subscriber context loaded before the tech leaves the yard
  - Equipment swap workflows with serial-level tracking
  - Field workflow inside Sonar
- Reports & KPIs (MRR by service. Churn by stack. Margins live.): Pre-built and custom reports for the cable operations specifically. See MRR by service type, churn cohorts by stack, and margin per plan.
  - MRR and churn segmented by service type
  - Margin per plan and per bundle
  - Audit-ready exports for PE and lender due diligence

### FAQ
Q: Can Sonar run DOCSIS and fiber overlays together?
A: Yes. Vendor-neutral monitoring covers cable modems, DOCSIS provisioning, and the fiber overlay on top, with unified IPAM across both so mixed service stacks run from one view.

Q: How does Sonar handle complex cable bills?
A: Recurring billing supports multi-line invoices, bundle SKUs, proration, and regulatory pass-through fees, with a tax engine for US states and Canadian provinces and embedded payments.

Q: Can subscribers move from legacy DOCSIS to fiber without losing history?
A: Yes. One subscriber record carries the service-history timeline across service types, so migrations do not break support, billing, or field context.

Q: Does Sonar help reduce cable truck rolls?
A: Dispatch loads full subscriber context, install history, and equipment serials before the tech leaves, so set-top swaps and modem refreshes close on the first visit.

## Sonar for MDU: Building-aware ISP operations
URL: https://sonar.software/industries/mdu

Property by property. Unit by unit. Multi-dwelling unit installs, property manager relationships, and resident churn handled in one platform.

Multi-dwelling unit installs, property manager relationships, and resident churn handled in one platform built for MDU specialists since 2015.

### Two customers per building. One ISP software for both.
(Why MDU is a different game)
- Two customers, one record.: The property manager signs the contract. The resident calls support. Generic CRMs can't model both relationships in one place.
- Move-in, move-out churn.: Apartment units cycle every 12 to 24 months. Each turn is an install plus a disconnect plus a new customer.
- Bulk vs retail pricing.: One contract bills the property at bulk rates. Individual units pay retail upgrades. The ledger has to keep both straight.

### Capabilities
- Location & Buildings (Property and unit hierarchy as a first-class concept.): Map every building to its address, every unit to its building, every resident to its unit. Service area mapping shows coverage at the building level.
  - Building hierarchy with address validation
  - Unit-level subscriber records
  - Coverage maps at building granularity
- Move Workflows (Move-in and move-out as repeatable workflows.): Configure once: every move-in fires the right install, billing start, and welcome comms. Every move-out closes the loop with disconnect, final bill, and equipment recovery.
  - Move-in workflows: install, activate, welcome
  - Move-out workflows: disconnect, final bill, equipment recovery
  - Property manager notifications at each step
- Bulk + Retail Billing (Property-level contracts plus unit-level upgrades.): Bill the property at bulk rates for base service. Bill individual units at retail for upgrades, premium tiers, or pay-per-use. One ledger keeps both straight.
  - Bulk-rate contracts at the property level
  - Retail-rate upgrades at the unit level
  - Embedded payments via Sonar Billing for both contract types
- Customer Management (Property managers plus residents in one record.): Both the contract holder and the service consumer get tracked. Support sees the right context whether the call comes from the property manager or a resident.
  - Property manager and resident contact records linked
  - Support context routes by relationship type
  - Communications keep both audiences in the loop
- Field Service (In-building installs that respect property rules.): Dispatch with building access requirements, key access, and concierge protocols built in. Tech arrives with the property record on screen.
  - Building access protocols captured per property
  - Field workflow inside Sonar
  - Inventory tracked from warehouse to unit

### FAQ
Q: How does Sonar model multi-dwelling properties?
A: Sonar models the building hierarchy: properties contain units, units have residents, and contracts cover both, so every workflow respects the structure instead of flattening it.

Q: Can Sonar bill the property and the resident differently?
A: Yes. Bulk-rate contracts bill the property for base service while retail-rate upgrades bill individual units, kept straight in one ledger with embedded payments for both.

Q: How does Sonar handle move-ins and move-outs?
A: Move-in workflows fire the install, billing start, and welcome comms, and move-out workflows handle disconnect, final bill, and equipment recovery, with property-manager notifications at each step.

Q: Can support tell a property manager from a resident?
A: Yes. Property managers and residents are linked on the record, so support routes context by relationship type whether the call comes from the contract holder or the unit.

## Sonar for VoIP: Voice subscriber billing and ops
URL: https://sonar.software/industries/voip

Subscriber billing for voice. Built for the modern stack. Per-line and per-minute billing, embedded payments, and customer ops in one platform.

Per-minute and per-line billing, multi-jurisdiction taxes, embedded payments, and customer ops in one platform for voice service providers.

### Per-minute meters, regulatory fees, and softphone fleets. Generic SaaS billing doesn't cut it.
(Why voice billing is its own discipline)
- Per-minute, per-line, per-plan.: Voice bills can have hundreds of line items per customer. Generic billing software either flattens them or breaks.
- Compliance at every state line.: 911 fees, regulatory pass-throughs, USF charges. Different rules in every jurisdiction. Errors are filing risk.
- Margin hides in the minutes.: Per-minute and international usage can quietly erode margin. Generic billing software doesn't break it out by plan or usage cohort.

### Capabilities
- Voice Billing (Per-minute, per-line, per-plan, per-jurisdiction.): Voice-specific billing rules: call detail records imported, rated, taxed, and invoiced. Plan tiers, rollover minutes, international rate decks all handled.
  - CDR import and rate-card calculation
  - Plan tiers, rollover minutes, international rate decks
  - Multi-jurisdiction tax engine across US states and Canadian provinces
- Sonar Billing (Embedded payments built for voice subscribers.): Visa, Mastercard, ACH, and recurring auto-pay tuned for voice subscribers. Failed payment retries, dunning, and grace periods handled.
  - Embedded Visa, Mastercard, ACH
  - Recurring auto-pay with retry logic
  - Dunning and grace-period workflows
- Subscriber Management (Line-level records, plan changes, and porting.): Each phone number is a record. Plan upgrades, downgrades, ports, and ports-out tracked at the line level. Support sees every call detail.
  - Line-level records with full call history
  - Plan changes and ports tracked end to end
  - Support context loads with call detail visible
- Support (Voice support with full context on the subscriber.): The agent opens the subscriber and sees recent calls, plan, billing, and line status in one record.
  - The full subscriber record in one place
  - Recent call detail and plan visible on the account
  - Resolution captures payment, plan changes, follow-up comms
- Reports & KPIs (Margin per plan. Usage per subscriber. AR live.): Voice-specific reports: margin per rate plan, international usage cohorts, and AR aging.
  - Margin per plan and per international rate deck
  - International usage cohorts to spot margin leaks
  - AR aging, MRR, and audit-ready exports

### FAQ
Q: Can Sonar bill per-minute and per-line voice?
A: Yes. Sonar imports call detail records, rates them against rate decks, applies plan tiers and rollover minutes, and invoices, with multi-jurisdiction tax across US states and Canadian provinces.

Q: Does Sonar handle voice regulatory fees?
A: Voice billing accounts for the per-jurisdiction reality of 911 fees, USF charges, and regulatory pass-throughs, so invoices stay compliant instead of becoming filing risk.

Q: How does Sonar track phone numbers and porting?
A: Each line is a record, with plan changes, ports, and ports-out tracked at the line level and full call history visible to support on pickup.

Q: What voice-specific reporting does Sonar provide?
A: Voice reporting covers margin per rate plan, international usage cohorts, and AR aging, so you can see where usage is eroding margin before it shows up on the P&L.

# Glossary - ISP and Sonar terms

- BEAD: $42.5 billion federal program administered by the NTIA to fund high-speed internet deployment in underserved areas. Sub-grantees report on deployment progress for six years.
- FCC BDC: FCC program requiring providers to file broadband availability data twice yearly. Data feeds the National Broadband Map and informs funding eligibility.
- CAF: FCC subsidy program supporting broadband deployment in high-cost rural areas. Largely succeeded by BEAD and the Rural Digital Opportunity Fund (RDOF).
- Broadband Label: FCC-mandated nutrition-style label that ISPs must display at point of sale, listing speeds, prices, fees, data caps, and network management practices.
- USF: Federal fund that supports telecommunications service in rural, low-income, and high-cost areas. Funded by fees on telecom carriers passed through to subscribers.
- E911: Enhanced 911 service that delivers automatic location information to emergency responders. Mandated for VoIP providers via per-line fees.
- IPAM: System for tracking and assigning IP addresses across a network. Prevents address collisions, tracks which IPs are assigned to which subscribers, and provides the audit trail BEAD compliance needs.
- OLT: Headend device in a passive optical network (PON) that connects fiber subscribers to the operator's network. Talks to ONTs at the customer premise.
- ONT: Customer-premise device that terminates the fiber connection and delivers Ethernet, voice, or video to the subscriber. The fiber equivalent of a cable modem.
- DOCSIS: International standard for delivering high-speed internet over cable TV infrastructure. DOCSIS 3.1 supports gigabit speeds; DOCSIS 4.0 supports multi-gig symmetrical.
- RADIUS: Networking protocol that authenticates and authorizes subscribers connecting to an ISP. Commonly paired with FreeRADIUS for ISP deployments.
- DHCP: Network protocol that assigns IP addresses and configuration to devices automatically. ISPs use DHCP to provision subscriber gear without manual setup.
- FTTH: Network architecture that runs fiber optic cable directly to each subscriber's residence, delivering the highest available speeds.
- FTTN: Hybrid architecture where fiber runs to a neighborhood node and copper completes the last leg. Lower cost than FTTH but capped on speed.
- WISP: Operator delivering internet via fixed wireless from towers to fixed antennas at subscriber premises. Common in rural areas where fiber is uneconomic.
- MDU: Apartment building, condo, or other property with multiple residential units sharing infrastructure. ISPs serving MDUs bill the property and/or individual residents.
- CGNAT: Network address translation at carrier scale, sharing public IPv4 addresses across many subscribers. Used to extend IPv4 capacity during the IPv6 transition.
- VLAN: Logical separation of a physical network into isolated virtual segments. ISPs use VLANs to separate customer traffic, management traffic, and services.
- QoS: Traffic management techniques that prioritize specific traffic types over others. Voice and video calls typically get QoS preference over bulk downloads.
- QoE: End-user perception of network performance. QoE complements QoS by measuring the experience subscribers actually have, not just protocol-level metrics.
- OSS: Software that handles network operations: provisioning, monitoring, dispatch, inventory. The technical backbone of ISP operations.
- BSS: Software that handles business operations: billing, customer management, ticketing, communications. The commercial side of ISP operations.
- Truck Roll: Dispatching a technician to a customer site for installation, repair, or equipment swap. Each truck roll costs $50–$200 in labor and time.
- Provisioning: Process of activating service for a new or upgraded subscriber, including IP allocation, equipment configuration, and billing setup.
- MRR: Predictable monthly revenue from active subscribers. The primary metric ISPs report to lenders, PE firms, and BEAD reviewers.
- ARPU: MRR divided by active subscriber count. Tracks pricing power and plan mix over time.
- Churn: Rate at which subscribers cancel service over a period. Churn directly impacts MRR and the unit economics of ISP operations.
- NPS: Customer loyalty metric calculated from a 0–10 likelihood-to-recommend question. NPS above 30 is generally considered good for ISPs.
- CSAT: Customer experience metric derived from post-interaction surveys. Often paired with NPS for retention analysis.
- Dunning: Process of communicating with customers about overdue payments, including reminders, grace periods, and eventual service suspension.
- Proration: Adjusting bills for partial billing periods when service starts, stops, or changes mid-cycle. Critical for accurate revenue recognition.
- Vacation Mode: Billing feature that pauses service charges for subscribers who temporarily don't need service (seasonal homes, deployments, etc.) without losing the account.

# Buyer personas

- Owner / GM (Tech-Savvy Terry): runs the whole business, owns P&L
- CFO / Finance (Fiscal Felix): closes the books, audit-ready
- Network Operations (Network Navigator Nick): provisioning, IPAM, monitoring
- Field Operations (Field Operations Frank): dispatch, mobile install, inventory
- Operations (Operations Ollie): cross-team workflows, handoffs
- Customer Service (Service-Driven Sam): support context, NPS, retention

# Contact and resources

- Demo: https://sonar.software/demo
- Sales: https://sonar.software/contact
- Documentation: https://docs.sonar.expert/
- Pricing: https://sonar.software/pricing
- Status: https://status.sonar.software