In 2008, Pathway proudly received the Consumers' Choice Award for Business Excellence as an outstanding Internet Service Provider and for Customer Satisfaction in Toronto, Ontario.
Pathway strives to help businesses grow by providing the assurance of quality and exceptional customer service.
Below are additional reasons why your company should choose Pathway. Our advantage is built on six key principles:
Constant Innovation and Improvement
At Pathway we seek to anticipate our customers' needs and deliver a valuable service which will help them grow, thrive and excel. Our clients' demands are different and complex, but we strive to address each of them diligently and promptly. Every year we make significant investments to improve the quality of our service, streamline our processes and upgrade our systems and infrastructure. As a result, Pathway offers innovative and flexible Internet solutions, which no other ISP can match.
Here is a brief history of some of our recent innovations:
Pathway doesn't stop at these achievements. We develop and deploy new technologies to help our clients deal with new challenges that may occur in the future. None of the improvements we have implemented so far have resulted in even the slightest increase in the price of Pathway's Internet products. Sign up with Pathway today and experience the best value in the ISP market.
Constant Innovation and Improvement
Guaranteed Rapid Response Standards
Low wait times on hold and quick voicemail/email responses are critical to customer satisfaction. In 1998 we implemented a system that enables us to maintain outstanding response standards:
Maximum time on hold: 4.5 min or less
Average time on hold: 45 sec or less
Emails/ voicemails response time: 2 hrs
Constant Innovation and Improvement
24 x 7 Network Monitoring:
Preventing network outages translates into increased employee productivity and prevention of revenue loss. Maximizing network uptime is a priority for enterprises that strive to keep their systems operational 24 hours a day, 7 days a week.
In 2000 Pathway has developed a system, which monitors our clients' modems and routers round-the-clock and proactively sends alarms to Pathway Network Technicians as soon as critical network thresholds are exceeded. This enables us to anticipate and prevent failures before they can occur.
Constant Innovation and Improvement
Email Virus Scanning: Inbound and Outbound
Email viruses are a menace, which are damaging computers around the world. Since 2001 Pathway's automated email virus scanning system has detected and disinfected millions of viruses bombarding our clients' mailboxes. In 2002 we added outbound email virus scanning to protect our clients from inadvertently sending viruses to their own contacts.
Constant Innovation and Improvement
TrueMail - Highly Effective Spam Control
The volume of spam is mounting and has grown to the point where more than half of all email on the Internet today is spam. Pathway was one of the first ISPs to offer free junk mail filtering to all business and residential clients. In 2003 we came up with TrueMail - a new, highly effective spam control system which reduces spam with 99% plus efficiency and also eliminates false positives.
Unfortunately, the number of threats associated with Internet is growing. Viruses are becoming more sophisticated and now can penetrate networks via web sites and FTP. Hackers are devising new methods to compromise networks and bring down servers. In 2005 Pathway launched SecureNet - a real-time network security service, based on unique, new content-filtering technology.
Pathway combines leading edge technology to offer bonded ADSL Internet solutions to businesses. At download speeds of up to 12.0 Mbps and upload speeds of up to 3.2 Mbps, businesses can now obtain fast, reliable, and safe Internet connectivity for a fraction of the cost.
Constant Innovation and Improvement
Remote Desktop Management System
Pathway helps businesses manage their entire network infrastructure efficiently with its Remote Desktop Management System (RDMS). By using Pathway’s system software agent, the IT department can securely communicate, access, install updates and manage desktops and servers from remote locations.
Constant Innovation and Improvement
Voice Over Internet Protocol
Utilizing voice technology to transmit phone calls over Internet connections, Pathway now offers residential customers and businesses customizable VoIP phone services. With numerous value added phone features and the ability to make inexpensive long distance calls, Pathway has created a solution that helps save valuable time and money.
Unparalleled Quality
Pathway Communications has the distinction of being the very first Internet Service Provider in the world to acquire ISO 9002 certification.
To this day, Pathway is one of only two ISPs in North America with ISO certification, and is pleased to have achieved the latest level in ISO Certification - ISO 9001:2008.
In order to be ISO certified, Pathway had to undergo a series of rigorous audits performed by an external examiner. These tests are designed to ensure that our systems and processes comply with the highest standards in everything we do - from the reliability and security of our network to meeting customer response times.
ISO certification is our tangible guarantee that our customers will receive the best service, quality and value at all times. Here are some examples of what we have achieved.
Technical support queue wait time is never more than 4.5 minutes and the average is less than 45 seconds!
Corporate technical support voicemail is responded to within two business hours.
Corporate technical support e-mail is responded to within two business hours.
We use fully redundant connections to the four largest Tier 1 Internet backbones
We offer a 99.9% uptime guarantee on all our colocated servers.
An essential feature of our quality process is continuous monitoring and improvement of the quality of transactions performed by our Technical Support Agents. Our Quality Management Team uses a large range of quality metrics to evaluate the performance of every Agent on a regular basis. Agents' earnings are driven by both individual and team performance.
Our customers told us they want us to be proactive. We monitor every connection - which means if your connection goes down, we call you! Twice a year, we call all of our corporate customers to evaluate our performance and to learn how we can improve our services.
World Class Infrastructure and Technology
Pathway has invested heavily in leading-edge technologies, premium equipment and top quality software. We have designed and built robust infrastructure which meets and exceed clients' expectations for security, transparency and reliability.
The Call Center and Network Operations and Data Centers are key components of Pathway's operations and support infrastructure.
Pathway's Call Centre utilizes a wide range of voice, data and network technologies built on industry leading platforms. These include:
Automatic Call Distribution
Interactive Voice Response (IVR)
VoIP Telephony
Remote Desktop Management Software
Integrated CRM systems with extensive reporting capabilities
Pathway's Network Operations Centre is equipped with a redundant hardware and software framework, sourced solely from leading vendors. We have also developed our own multi-featured, flexible and scalable network management and security system to ensure maximum uptime and protection from network attacks and intruders.
Pathway's state-of-the-art Data Centre features redundant power supply, regulated climate control systems, 7/24 physical access control and surveillance and gas-quenched fire protection systems.
Pathway is linked to four of the largest North American and international Internet backbones using high-capacity, fully-symmetrical fibre optic connections.
Security Unmatched By Any ISP Anywhere
Security and protection of clients' networks and data is paramount to Pathway. Virus designers and hackers are becoming more sophisticated every day - inventing new ways to penetrate networks and compromise assets. Pathway seeks to implement the newest and best solutions for network monitoring, intrusion detection and prevention, as well as virus and spam control. We invest heavily in leading edge technology and pass this value onto our clients, with NO extra charge.
During the past five years Pathway introduced a series of innovative and vital Internet security enhancements, all of which have become part of SecureNet, a unique integrated package of security features included with each Pathway business Internet solution:
Real-time Intrusion Detection and Prevention
Spyware detection and blocking
Highly effective spam control
Inbound and outbound email virus scanning
7/24 monitoring of your network connection
Advanced virus control
Industry standard, built-in NAT firewall
No other ISP, anywhere, provides this level of protection or security for the price we charge. It would cost you thousands of dollars to implement and manage this level of security yourself.
Pathway's service is delivered by trained, experienced and motivated staff. All our employees are extensively qualified and have expertise in Customer Service, Network Administration, Project Management and Application Development.
Pathway continues to work hard to recruit and train the best possible candidates for each job. We've learned which Universities to hire from, which staffing agencies to trust and what traits to look for in candidates.
Agents' and Managers' earnings are tied to team and individual ratings. Every employee is required to complete a mandatory minimum number of days of training each year. Performance assessments are supplemented by written tests.
To ensure the highest level of quality for our clients, we regularly evaluate our own performance. Scheduled meetings guarantee understanding, communications, accountability and acceptance of each client's requirements.
We treat our employees well. In turn, we experience unbelievably low attrition rates (less than 3% per year). Pathway provides excellent benefits and compensation plans. The work atmosphere, while demanding and professional, is relaxed and non-intimidating. The company offers numerous avenues for outside personal development and relaxation. As a result, we continue to attract and retain top-notch staff.
Maximum Value For Money - Guaranteed
Pathway Communications is Toronto's most cost effective and innovative business Internet solutions company. Unlike other providers, Pathway delivers a complete product, designed to address all your Internet needs, under one bill. Each business Broadband Internet Access package from Pathway is equipped with all the essential features required to ensure maximum availability, security and reliability for your company - from 24 hour monitoring of your connection to automated email virus scanning - all at no additional cost.
This relieves you from the onerous task of managing security and access issues yourself and helps you focus on your core business. This means increased performance, efficiency, reliability and productivity at an unbeatable price!
Here are some examples of services, which Pathway includes free of charge in all business Internet packages - which other ISPs charge extra for or simply don't offer:
Pathway
Others
Onsite Installation and Configuration
$25-$89 or do it yourself.
24 x 7 Proactive Monitoring of Your Connection
No.
100 MB of Hosting (1 free domain transfer)
No, or extra charge
Anti-virus protection at network edge
No. Pathway is the only ISP in North America to provide these services
Company
Company
