The Support Advantage ISPs Deserve
In a market flooded with BSS/OSS platforms, the real differentiator isn’t just what the product can do—it’s how the people behind it show up when you need them most.
At Sonar, we’ve made a conscious decision to build our business around one core belief: Support isn’t a feature. It’s a foundation.
The Industry Problem: Support Treated Like a Silo
In many OSS/BSS platforms, support is an afterthought. Responses are delayed. Conversations feel transactional. Access to real help often comes with hidden fees, time blocks, or language barriers.
We’ve heard the stories: 24-hour ticket wait times. Getting bounced between reps. Paying just to troubleshoot basic functionality. All while your customers are calling you for answers.
That model may work for vendors. It doesn’t work for growing ISPs.
What to Look for in a True Support Partner
It’s easy to compare feature lists but when your network is under pressure or when you’re scaling faster than your current system can handle, it’s the people behind the platform that determine your success.
Our Philosophy: People-Powered Platforms Win
Sonar takes a fundamentally different approach. We believe great support is the difference between software that works—and software that works for you.
That’s why we’ve built our customer success model around:
-
In-house experts, based in North America
-
Fast, human response times during business hours
-
Emergency after-hours support when it matters most
-
No outsourced ticketing queues or added fees to get basic help
-
Support that actually knows your setup, your industry, and your goals
-
Real resolution ownership—not “we’ll get back to you” queues
How Sonar Makes Support Seamless
From day one, you’re connected with people who know how to help—and care enough to do it right.
-
Onboarding with a dedicated Customer Success Team
-
Access to product specialists, not generalists
-
Structured feedback loops into product development
-
Free access to documentation, videos, and live walkthroughs
-
No outsourced ticketing queues
"Sonar offered the best price, quality, and support,” Andrew says. “Their team even visited our office for a training session, ensuring we were fully equipped to use the software effectively."