Tinet is an Italian company, difficult to call and get to a high level tech right away. Main business hours on a different time zone but noc is of course 24/7. Best way is to open an online ticket and then it gets escalated. The ticket system is quite intricate and many required fields, you better have all your information handy.
HE.net on the other hand is run like a smaller company. You can call them or shoot an email to the noc and your dealing right away with the guy that's logged into the router.
Which is better? From my experiences it's hard to say, both have been good. Tinet obviously has a ton more resources at their disposal as it's a much larger company.
I have never used Tinet but do hear their network is great in Europe.
As far as H.E. I agree 100% with the poster above, they still operate like a small company, you call the NOC and are instantly talking to someone that can do something, if the guy on the phone cant help he yells across the room and the issue is handled. In my case the Director of NOC fixed my BGP issue within minutes. It does however help if you are network savey and can work with them on an issue.
With VZBZ, one of our other providers, it took; 3 tickets, 6 escalations, 2 months and about 20+ phone calls to get a crazy slow network link issue resolved. I'm not saying Tinet is like this but there are benefits to talking directly with real techs and not ticket jockeys.
+1 on the HE comment... it's nice to ALWAYS be able to get stuff done on the first call / email. I've actually had a similar experience with Cogent in the past believe it or not -- (usually) clueful techs with router logons picking up the phone. For larger companies that put monkeys in the NOC, I'd prefer to deal with a reseller and keep a single point of contact.
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Well, no one really said that TiNet is harder to work with above. One said that their ticket system asks for a lot of details (not a bad thing) and the other was talking in example form about Verizon Business, not TiNet at all.
I would also recommend TiNet over HE.
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Again I have never used TiNet but have been with HE for almost 10years and have had only one issue that was resolved immediately. I should also note we have several suppliers so there may have been issues we were not aware of.
Tinet offered $340.00 for 100mbit @ 60 Hudson. HE wants $400.00 for 100mbit. Both are for one year. I am sure I can get lower with HE. I am more concerned about support and getting issues resolved. Seems like it's 50/50 here.