Question 1

What is NetSense NMS and what does this pricing cover?

Accepted Answer

NetSense NMS is a cloud-based network monitoring system built for FTTH ISPs. It monitors OLTs, PON networks, switches, routers, and customer CPE across 15+ vendors (Huawei, ZTE, Nokia, Calix, FiberHome, and more) with 30-second polling and smart alert correlation that reduces alert noise by 95%. This pricing covers the full NMS platform — OLT/PON monitoring, switch and port monitoring, network topology, alerting, and reporting — billed per monitored node. The optional Pulse add-on enables TR-069/ACS remote CPE management and WiFi telemetry for ISPs who also want to manage customer premises equipment.

Question 2

What is a node?

Accepted Answer

1 node = 1 monitored element. Every ONT/ONU, CPE, switch port, OLT PON port, and router interface added to NetSense counts as one node. Active, inactive, and disabled devices all count. User accounts, dashboards, alerts, API calls, reports, and integrations do not count — these are unlimited on all paid plans.

Question 3

How does the Pulse add-on work?

Accepted Answer

NetSense Pulse adds TR-069/ACS capabilities — remote CPE management, WiFi telemetry and diagnostics, and remote firmware management. NMS is the base product (every customer needs monitoring), and Pulse is an optional add-on for ISPs who also want to manage customer premises equipment. You can start with NMS only and add Pulse later at any time.

Question 4

Can I start with NMS and add Pulse later?

Accepted Answer

Yes. You can start with NMS-only monitoring and enable the Pulse add-on whenever you need TR-069/CPE management. There is no penalty or setup fee — your price adjusts to include Pulse from the next billing cycle. Pulse is available on all paid tiers (Growth, Pro, Enterprise).

Question 5

Is there a free trial?

Accepted Answer

Yes. All paid plans come with a 1-month free trial — full access to your chosen tier with no credit card required. The Free tier (up to 1,000 nodes) is permanent and does not require a trial.

Question 6

What is Premium Support and which plans offer it?

Accepted Answer

Premium Support is an optional add-on that upgrades standard business-hours support to 24/7 coverage with dedicated SLAs, named engineers, and priority response. It is available on the Growth and Pro tiers (Enterprise includes dedicated support by default). Premium Support is scoped and priced based on your network size, escalation paths, and response-time requirements — contact our team to tailor a plan.

Question 7

Is there a contract or commitment?

Accepted Answer

No. NetSense is month-to-month with no long-term contracts. You can upgrade, downgrade, or cancel at any time. Enterprise customers may opt for annual contracts with custom terms for additional benefits.

Question 8

How is billing calculated?

Accepted Answer

At the end of each month, we count the total number of nodes in your account. This node count determines your invoice for the following month — billing is prepaid. If your node count falls between tiers, you are billed at the next tier up. You can track your node consumption in real time through the reporting system and set up notifications to alert you when you cross certain thresholds, so there are never any surprises.

Question 9

Is the Free tier a trial?

Accepted Answer

No. The Free tier is permanent — not a trial. You get core NMS monitoring for up to 1,000 nodes with no time limit and no credit card required. It is designed for small ISPs, IXPs, and anyone who wants to evaluate NetSense with real data on a real network. Pulse (TR-069/WiFi management) is available as an add-on on paid tiers.

Question 10

Where is NetSense hosted? Do I need to manage any infrastructure?

Accepted Answer

NetSense is hosted on Extreme Labs' private cloud infrastructure. We handle everything — hardware provisioning, compute scaling, storage, database management, backups, security patching, and high availability. Your ISP does not need to deploy, maintain, or monitor any servers. You simply connect your network devices and start monitoring. This is a fully managed SaaS platform designed so your team can focus on running your network, not managing monitoring infrastructure.

Question 11

Is on-premises deployment available?

Accepted Answer

Yes, on-premises deployment is available for organisations with specific data sovereignty, regulatory, or security requirements. On-prem deployments involve custom scoping, dedicated infrastructure planning, and tailored support agreements. Please contact our team to discuss your requirements — we will work with you to evaluate feasibility and design a deployment that fits your environment.

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