Who does what: customer, Anexum, carrier. Provider management with one point of contact
Markus Scherzer
Managing Director
Summary: A single point of contact does not change who delivers and repairs the line: that stays with the carrier. It changes who keeps the overview, reports incidents with complete details and follows up on commitments. This article sets out, task by task, what sits with the customer, with Anexum and with the carrier.
Why does a crowd of providers cost time and nerves?
Imagine your internet connection goes down. Who is responsible? The internet provider? The router supplier? The IT service company? The cloud provider? When nobody takes responsibility, your employees stand still, and every hour of that costs money.
Where does it go wrong without a central point?
Every provider has its own:
- Contract terms with different durations
- Support channels (hotline, ticket, email)
- SLAs with different response times
- Contacts who change regularly
When something goes wrong, the finger-pointing begins. Provider A says the problem is with Provider B, Provider B points to Provider C. And you are stuck in the middle without a solution.
Who does what: customer, Anexum, carrier
An external provider manager does not replace a carrier. It takes on the tasks in between. The split looks like this:
| Task | Customer | Anexum | Carrier | |
|---|---|---|---|---|
| Define need and address | decides | advises | - | |
| Check availability, collect offers | - | carries out | offer to Anexum | |
| Contract | signs it with Anexum | contract partner, reviews term, SLA, indexation | delivers the service | |
| Installation and appointments | provides access | coordinates electrician, building management, carrier | builds and switches on | |
| Monitoring | sees portal | monitors 24/7 | - | |
| Incident | reports to Anexum | first level: escalates to the carrier, follows up | restores within SLA | |
| Invoice and term | pays Anexum | issues the invoice, keeps track of terms, reminds before notice window | - |
The carrier builds, operates the network and restores service within the committed SLA. Anexum is the contract partner and first-level contact and makes sure the committed repair times are claimed and documented. What the offer looks like in detail is on the pages provider management and single point of contact and Managed Business Internet.
An incident, step by step
A site reports that nothing works. In monitoring, the line has usually been red since a certain time; the outage is normally visible there before the call comes in. We check whether the cause is the line or the router on site, and report to the carrier with line identifier, time and the checks already made. If a 5G backup is in place, it takes over and the site keeps working. The carrier restores service within its SLA, we follow up and pass the status to the site. Once the line is back, we confirm the switch back to the main path and document the incident with start, end and ticket number. That record is the basis when SLA compliance or a credit is discussed later. What you can do yourself in the first minutes is covered in what to do in the first 30 minutes of an internet outage.
What does practice show?
At an Austrian construction group, provider management for most of the sites sits with us: an inventory of all managed lines and contracts, proactive monitoring, reactive support and steering of the providers. We check in with the customer regularly, and the service portal is tailored to its requirements.
Why does a single point of contact change day-to-day work?
Time saved: your IT department no longer spends hours on the phone with provider hotlines.
Traceability: every incident is documented with times and ticket numbers.
Cost transparency: contracts, terms and costs at a glance, in one inventory.
Negotiating basis: anyone who knows terms and notice windows can collect comparison offers in time.
Conclusion
A single point of contact is a clear division of tasks: the carrier builds and repairs, you decide, we hold the threads together. To see what that would look like for your own sites, start with the provider audit. Which line belongs at which site is explained in our leased line guide.
Frequently asked questions
How quickly is a single point of contact operational?
For acute incidents from day one: we coordinate the carrier as soon as the affected line is known. The inventory grows with every contract we take on.
Do I lose control of my IT when I use a provider manager?
On the contrary, you gain an overview. All decisions are still yours. The provider manager provides transparency, recommendations and execution.
Can I cancel the provider manager at any time?
Term and notice period are set out in the contract.