Step one
Baseline the route
Latency, jitter and loss are observed on the route you nominate, over a defined measurement window, before any change is proposed.
Broadband and mobile operators
Performance as an Operator Service
The path a customer experiences has two segments. The operator owns the access segment. FGN delivers a managed service on the wide area segment beyond the operator edge, where route quality is measured and traffic is carried over the best performing route available. Subscribers and business customers get a steadier experience on latency sensitive applications, and the operator gains a differentiated tier to sell and measure.
The customer view
What your customers blame the network for.
These are the workloads where degraded conditions are visible inside the session. Each one names the network condition and the cost the operator absorbs.
Workloads customers blame the network for
Voice AI and contact centre traffic
Jitter and loss produce talk over and dropped calls on sessions the customer cannot repeat.
Operator cost: Arrives as support tickets, and as pressure on the accounts that carry the most contact volume.
Interactive AI agents and copilots
Latency spikes make business customer tools feel broken part way through a task.
Operator cost: The network is the first thing blamed, and the conversation moves from tooling to connectivity.
Remote and robotic operations
Variable delay undermines confidence in the connection during control and supervision work.
Operator cost: Sits on the operator's highest value accounts, where confidence is the thing being bought.
Interactive cloud, VDI and design workloads
Inconsistent round trip time makes a fast link feel slow through a whole working day.
Operator cost: Becomes a churn conversation at renewal, regardless of the headline speed sold.
Real-time collaboration and video
Brief congestion events are visible inside the session while it is happening.
Operator cost: Visible to the customer's own customers, which raises the stakes on every occurrence.
Online gaming and interactive entertainment
Short lived route degradation beyond the operator edge is felt as lag during play, even on a link that tests fast.
Operator cost: Drives comparison shopping among the households most willing to pay for a premium tier.
Ticket volume, truck roll avoidance, NPS, churn risk and stalled upsells are the places these conditions land in the operator's own numbers. FGN does not assert figures for any of them.
Architecture
Two segments sit between the customer and the origin.
Responsiveness, tail latency and consistency include a network component before and after remote compute executes. The access segment belongs to the operator. The managed wide area segment beyond the operator edge is where FGN measures route quality and delivers the traffic.
Two segments between the customer and the origin
Two layers
Each layer has one owner and one kind of remedy.
Separating the two keeps the claim honest. Work done on one layer does not stand in for work on the other.
The two layers and what each one addresses
Layer one
Access segment
Owned and managed by the operator
Between the customer premises and the operator edge. Queue behaviour, scheduling and local congestion are handled here, using the operator's own tooling and policy.
Prioritisation addresses access queues only
Prioritisation on this segment does not change conditions on any network beyond the operator edge.
Layer two
Managed wide area segment
Delivered by FGN as a managed service
Beyond the operator edge, route quality is measured across alternative routes, including standard transit, and performance sensitive traffic is delivered over the best performing option available under current conditions.
The managed service addresses the wide area segment only
The managed service does not change queue behaviour inside the access segment or inside the customer premises.
Route quality
What happens to traffic once it leaves your network.
Standard Internet transit remains a candidate route at all times. Performance sensitive traffic can use the route that best meets current conditions, and no alternative route is forced when standard transit performs better.
Route quality beyond the operator edge
Choose a condition
Standard Internet transit
Always a candidate path
78 ms
round trip time, illustrative
loss 0.6% / jitter 14 ms
Available, not preferred
Measured path A
Managed wide area path
44 ms
round trip time, illustrative
loss 0.1% / jitter 4 ms
Preferred under these conditions
Measured path B
Managed wide area path
52 ms
round trip time, illustrative
loss 0.2% / jitter 6 ms
Available, not preferred
Standard transit becomes less consistent at peak, so performance sensitive traffic uses the path that best meets current conditions. Customers notice fewer stalls in interactive sessions.
All values shown are illustrative. They do not represent measured results on any network. Route quality across available paths is observed continuously, and path preference changes as conditions change.
Select a condition
How selection works: route quality is compared continuously across the candidate paths, including standard Internet transit. Traffic is not moved onto a managed path when standard transit is performing better.
Operator edgeApplication
Standard Internet transit
78 ms
loss 0.6% / jitter 14 ms
Measured path A / selected
44 ms
loss 0.1% / jitter 4 ms
Measured path B
52 ms
loss 0.2% / jitter 6 ms
Standard transit becomes less consistent at peak, so performance sensitive traffic uses the path that best meets current conditions. Customers notice fewer stalls in interactive sessions.
Illustrative path behaviour. The values are examples used to explain how a route is selected, not measured results on any network.
Want the selection logic explained on its own? Walk through the route selection demo.
Loss and recovery
A lost packet costs a round trip, not a few bytes.
For interactive traffic the delay comes from detecting the gap and sending the data again. That recovery time is what a customer experiences as a pause.
What a lost packet costs
What a lost packet costs a synchronous exchange
Why the wait happens: the sender only learns a packet is missing when the response does not arrive, so it has to send that packet again. Everything queued behind it waits until the gap is filled.
What the customer feels: a pause in a voice reply, a clipped word, or a session that stalls part way through a task. In a synchronous exchange the cost of loss is the recovery delay, not the missing bytes.
Illustrative timeline, not to scale and not a customer performance claim.
Demand inside your footprint
The traffic that notices route quality is already on your network.
These are the workloads where delay and instability are visible to the person or system using them, which is where an operator performance service has something to demonstrate.
Demand inside the operator footprint
Remote and hybrid work
Virtual desktops, collaboration and voice sessions where a pause in a call is noticed immediately.
Interactive AI services
Assistants and agents that call remote compute during a conversation, so response time is felt turn by turn.
Online gaming and interactive entertainment
Sessions where consistency matters more than raw bandwidth, and where households compare providers on responsiveness.
Health and care delivered remotely
Consultations, monitoring and imaging workflows where instability disrupts a scheduled appointment.
Education and training
Live instruction, assessment and simulation tools used across a school day inside your footprint.
Business and public sector applications
Cloud hosted line of business systems used by local employers, clinics and municipal services.
Demand categories are descriptive. Actual mix varies by market and is established during an evaluation rather than assumed.
Measured performance
What a single reference appliance handled under test.
These are observed capacity figures from a controlled measurement run, stated so an operator can size a deployment rather than infer a customer outcome.
Measured capacity on reference hardware
- Concurrent flows
- 693Sustained on a single reference appliance during the measurement run.
- Packets per second
- 44,400Aggregate throughput observed across those concurrent flows.
- Memory in use
- 171 MBWorking memory consumed at that concurrency level.
Figures were observed on a four core appliance drawing approximately 10 watts. Capacity scales with available cores, and a 32 core platform projects to roughly 15,000 concurrent flows on the same basis. These are capacity measurements taken on reference hardware. They are not a statement of customer experience, and they are not a performance guarantee.
Integration
Four stages, stated as what the operator gets.
The service deploys alongside existing operator infrastructure rather than replacing it.
How the service integrates
Stage 1
Identify
Identify the latency sensitive traffic that drives customer perception, rather than treating all traffic as equal.
Stage 2
Measure
Measure route quality across the available wide area routes, continuously rather than at a single point in time.
Stage 3
Select and deliver
Select and deliver that traffic over the best performing route available under current conditions.
Stage 4
Report and adapt
Report the resulting experience over time, and adapt route preference as conditions change.
Your book of business
Segments the operator can serve.
The same capability supports several parts of the operator's existing customer base.
Segments the operator can serve
Consumer broadband subscribers
Households on latency sensitive applications, where a steadier experience is what the subscriber actually perceives.
SMB customers
Small and medium businesses running voice, collaboration and cloud tools that a working day depends on.
Enterprise and multi-site accounts
Accounts reaching centralized or cross region services, where distance and route quality shape the experience.
Wholesale and carrier customers
Buyers purchasing transit quality, who can evaluate a differentiated offer on measured conditions.
Where route quality matters
- Interactive requests leaving the operator network
- Response delivery back toward the customer
- Cross region service access
- Performance sensitive control traffic
Operator economics
A chain the operator applies to their own numbers.
Each link is stated separately so the operator can test it against what they already measure.
Operator economics
01
Network condition improves
Lower and steadier round trip time, fewer loss and jitter events, and more stable route behaviour beyond the operator edge.
02
Customer visible behaviour improves
Faster perceived response, fewer degraded sessions, and fewer moments where an application appears to fail.
03
Operator outcome improves
Fewer performance tickets, stronger retention on at risk accounts, a credible premium tier, and a differentiated wholesale offer.
04
Financial framing
The operator supplies their own cost per support ticket, ARPU delta for a premium tier, and churn value per account. FGN supplies the arithmetic pattern, not the result.
Worked example, illustrative only
Take an operator's own figures and apply the same arithmetic. The numbers below are placeholders, not FGN estimates and not observed results.
- Performance tickets avoided per month
- A
- Operator cost per ticket
- B
- Premium tier ARPU delta times accounts
- C x D
monthly value = (A x B) + (C x D) + (churn value per account x accounts retained)
FGN supplies the pattern and the measurement. The operator supplies the inputs and owns the result.
Reported as pairs
Network conditions are reported alongside the customer side effect they relate to, so a change in conditions can be read against a change in experience.
- Round trip timePerceived response time
- Packet lossSession stability
- JitterAudio and video intelligibility
- Congestion eventsFrequency of degraded moments
- Route stabilityCompletion consistency
Scope and evidence
What this service addresses, and what it does not.
The managed service addresses the wide area segment only. Prioritisation addresses access queues only. Everything else stays outside the claim.
Scope and evidence boundary
Not claimed
- Model execution
- GPU processing
- Application code
- Serving queues
- Queue behaviour inside the access segment
- Local network conditions inside the customer premises
- Physical access links
An evaluation establishes whether wide area network conditions are materially contributing to the observed problem.
If the wide area network is not the constraint, the evidence should show that. A result that points elsewhere is still a useful result, and it is reported as it is found.
Start with evidence
Run an evaluation on a defined route.
Baseline the current conditions on a route you care about, measure the customer visible effect, and determine whether a measurable opportunity exists before anything is sold to a customer.
Request an evaluation
Step two
Measure the customer visible effect
Application behaviour for the affected customer segment is compared against the baseline so the result is attributable rather than asserted.
Step three
Decide on a commercial offer
A performance tier is only defined where the evidence supports it. Scope and pricing are agreed per operator.
Looking at federation participation, Solutions and community programs instead? See the Broadband Operators overview.
Performance Evaluation request
Tell FGN which route to measure.
This request goes to the FGN broadband partnerships team. Only the operational details needed to scope an evaluation are collected.
Operator performance evaluation request
- Route measurement
- Observation of managed wide area conditions on a nominated route.
- Status: Available
- Managed route service
- Delivered on the managed wide area portion of the path, scoped per operator.
- Status: Available
- Operator performance tier
- Packaging, pricing and customer facing tiers are defined with the operator.
- Status: In Development
Performance Evaluation
Request a performance evaluation on a defined route.
Tell FGN which customers, applications and routes are affected. The evaluation establishes a baseline before anything is offered to a customer.