a. Business Concept
We create tailored solutions for our customers based on their business and technical requirements, modifying these solutions as our customers’ needs evolve. Unlike many other ISPs that outsource their technical support to independent call centers; our highly reliable services are supported by our knowledgeable and responsive network experts, some of whom are the same professionals that implemented our network.
Our customer contracts require us to provide our services for a one-year, two-year, or three-year term and contain, among other things, a limited-service level warranty related to the continuous availability of service on a 24-hours-per-day, seven-days- per-week basis, except for scheduled maintenance periods. This warranty provides credit for free service for disruptions in our Internet access services. At the end of the term of a contract, a customer may elect to extend the contract’s term on a month-to-month basis. Any change or upgrade in service, however, typically requires a new contract for a new term.
b. Services
Libatech is a traditional, full-service Internet Service Provider, offering dedicated Internet access, Small Office/Home Office (SOHO), Digital Subscriber Line (DSL), Mobile data-only access (3G), wireless residential broadband, Wi-Fi, and network-related professional solutions (design, installation, management, etc.). Libatech allows people and companies to access and publish documents on the World Wide Web without the need to hire full-time system administrators, costly high-speed network connections, dedicated servers, and other similar expenses or expertise.
Libatech selects services which meet the following criterion:
• Benefit to customers/company: the service must materially benefit the customer and Libatech in some way. This may manifest itself as a side benefit, an improvement on current services, or an additional revenue stream to customer/company.
• Cost/benefit ratio: the benefits realized must be at least as great as the cost of implementation, production, and maintenance of the service.
• Maintainability: the product must be maintainable by Libatech personnel. We had some experience with services where source code and other maintenance resources are unavailable and have had major difficulties with these restrictions.
c. Business competitiveness
In addition to other national, regional, and local ISPs, our current and prospective competitors include local exchange telecommunications carriers, cable television operators and their affiliates, satellite, and wireless communications companies and providers of co-location and other data center services. We also anticipate that if we offer services as a CLEC, we will face new competitors that already have established a market presence for local telecommunications access.
The principal competitive factors in our market include:
- Internet system engineering expertise and advanced technical functions
- price of services
- availability and quality of customer service and support
- timing of introductions of new services
- network capability
- network security
- reliability of services
- financial resources
- variety and quality of services
- ease of expansion
- ability to maintain, expand, and add new distribution channels
- broad geographic presence
- brand name
- conformity with industry standards
d. Quality policy & objectives
Libatech is committed to quality assurance and will ensure that all products and services rendered meet the stated performance criteria and are in accordance with the specified requirements of clients. Libatech’s efforts to provide quality are thus governed by the following objectives:
- To ensure that we remain true to our beliefs and values regarding our clients, our employees, and all other business associates.
- To achieve overall awareness of quality assurance and to create a climate of continuous improvement of quality within Libatech.
- To ensure all employees are adequately equipped and trained to perform their duties in a commendable manner.
e. Service pledge
Libatech pledge to customers on service quality makes a clear promise about the level of service our customer can expect from us, and outlines the standards we have in place around the quality, accuracy, manner and timeliness of our interactions with customers. We will report back annually on our performance against these targets, continue to consult with customer on priorities, and we will continue to work with customers and share the plans we develop to continue to improve our services in the future.
