Clearwire 2009 Annual Report Download - page 22

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C
ustomer Service an
d
Tec
h
nica
l
Su
pp
ort
We are focused on providin
g
a simple,
y
et comprehensive, set of set-up and self-service tools. The intent is t
o
s
upport an environment where customers acquire their 4G mobile broadband devices from a variety of distributio
n
ch
anne
l
san
dh
ave t
h
e opt
i
on to eas
ily
su
b
scr
ib
ean
di
n
i
t
i
ate se
lf
-act
i
vat
i
on t
h
rou
gh
an on
li
ne we
b
-
b
ase
d
porta
l
.
However, while pursuin
g
a self-service strate
gy
, there will still be a need for live support for technical and non
-
t
echnical customer issues
.
We
b
e
li
eve re
li
a
bl
e customer serv
i
ce an
d
tec
h
n
i
ca
l
support are cr
i
t
i
ca
l
to attract
i
n
g
an
d
reta
i
n
i
n
g
su
b
scr
ib
ers,
and we currentl
y
provide the followin
g
support for all subscribers:
•to
ll
-
f
ree,
li
ve te
l
ep
h
one an
d
ema
il
-
b
ase
d
ass
i
stance ava
il
a
bl
eseven
d
ays a wee
k
;
• resources on our website that cover frequently asked questions and provide signal and networking tips;
•on
li
ne account access an
d
,
f
or VoIP te
l
ep
h
on
y
su
b
scr
ib
ers, we
b
-
b
ase
d
resources t
h
at a
ll
ow t
h
em to contro
l
t
h
e
i
rte
l
ep
h
on
yf
eatures an
d
sett
i
n
g
s; an
d
• a networ
k
o
f
serv
i
ce tec
h
n
i
c
i
ans ava
il
a
bl
e to prov
id
e on-s
i
te customer ass
i
stance an
d
tec
h
n
i
ca
l
support.
We operate two call centers in the United States, which are staffed with our own emplo
y
ees
.
O
ur Networks
O
vervie
w
O
ur 4
G
mo
bil
e
b
roa
db
an
d
net
w
or
k
s are te
l
ecommun
i
cat
i
o
ns systems
d
es
i
gne
d
to support
fi
xe
d
, porta
bl
ean
d
m
obile service offerin
g
s over a sin
g
le network architecture. These telecommunications s
y
stems consist of three primar
y
e
lements, includin
g
the radio access network, which we refer to as RAN, the network core and the backhaul network
.
As o
f
Decem
b
er 31, 2009, we operate
d
4G mo
bil
e
b
roa
db
an
d
networ
k
s
i
n27o
f
our mar
k
ets
i
nt
h
eUn
i
te
d
S
tates, coverin
g
an estimated population of 34.
5
million people. These markets include, amon
g
others, Atlanta
,
Baltimore, Charlotte, Chicago, Dallas, Honolulu, Las Vegas, Philadelphia, Portland, Oregon, San Antonio, an
d
S
eatt
l
e. We
i
nten
d
to
d
ep
l
o
y
mo
bil
eW
i
MAX tec
h
no
l
o
gy i
na
ll
o
f
t
h
e networ
k
s we current
ly h
ave un
d
e
r
d
eve
l
opment an
d
to up
g
ra
d
et
h
ema
j
or
i
t
y
o
f
our ex
i
st
i
n
gl
e
g
ac
y
mar
k
ets to mo
bil
eW
i
MAX over t
h
e next
y
ear
.
W
e currently operate networks based on pre-4G radio access technology in 30 of our markets in the United States
an
d
4o
f
our mar
k
ets
i
n Europe. We
b
e
li
eve t
h
at
b
ot
h
our pre-4G networ
k
san
d
our 4G mo
bil
e
b
roa
db
an
d
networ
k
s
h
ave certa
i
n
k
e
y
a
d
vanta
g
es over 2G/3G tec
h
no
l
o
gi
es t
h
at are current
ly
ava
il
a
bl
e, suc
h
as
:
• simple self-installation b
y
subscribers and provisionin
g
of modems;
• supports fixed, portable and mobile service offerin
g
s usin
g
a sin
g
le network architecture;
• flexible and scalable Internet Protocol, which we refer to as IP, based architecture capable of very hig
h
c
apac
i
t
y
an
d
e
ffi
c
i
ent Qua
li
t
y
o
f
Serv
i
ce
;
• a radio access technology that can service large metropolitan or small rural areas;
•a
bili
t
y
to prov
id
eover
l
app
i
n
g
covera
g
e
f
rom mu
l
t
i
p
l
es
i
tes
f
or re
li
a
bl
ean
d
ro
b
ust connect
i
v
i
t
y
;an
d
• enhanced reliabilit
y
and reduced latenc
y
provided b
y
linkin
g
our towers via a microwave rin
g
topolo
gy
tha
t
c
arr
i
es t
h
ema
j
or
i
ty o
f
our
b
ac
kh
au
l
tra
ffi
c over
li
cense
d
an
d
un
li
cense
df
requenc
i
es
.
Additionall
y
, we will continue to evaluate the option to deplo
y
other technolo
g
ies on our network that ar
e
c
omp
l
ementary or,
i
n certa
i
n cases, a
l
ternat
i
ves to mo
bil
eW
i
MAX. Tec
h
no
l
og
i
es, suc
h
as W
i
-F
i
, may comp
l
ement
our networ
k
s
b
ya
ll
ow
i
ng us to o
ff
er a
ddi
t
i
ona
l
serv
i
ces to consumers. A
ddi
t
i
ona
ll
y, we may e
l
ect to
d
ep
l
o
y
alternative technolo
g
ies to mobile WiMAX, if and when the
y
become available, on our networks either to
g
ethe
r
with, or in place of, mobile WiMAX. We believe that due to our spectrum depth, common network core and inherent
fl
ex
ibili
ty
i
nt
h
era
di
o access arc
hi
tecture,
d
ep
l
oy
i
ng ot
h
er tec
h
no
l
og
i
es on our networ
k
wou
ld b
e eas
i
er an
d
at a
l
ower cost t
h
an
b
u
ildi
n
g
a new networ
k.
12