Frequently Asked Questions

PacketProspector is an all-in-one operations platform designed specifically for Internet Service Providers. It includes everything you need to run your ISP:

• Lead management and CRM
• Customer billing and invoicing
• Payment processing (credit card and ACH)
• Field operations and technician scheduling
• Fiber network mapping and design
• Customer self-service portal

Most ISPs are up and running within a day. The basic setup takes about 30 minutes—configure your company info, service plans, and service areas. If you're migrating from another system, we provide data import tools and can help with the migration.

Yes. We support CSV imports for customers, leads, service addresses, and billing data. If you're coming from another ISP platform like Sonar, VISP, or Powercode, our team can help with a custom migration to ensure nothing is lost.

Yes, we offer a 14-day free trial with full access to all features. No credit card required to start. You can explore the platform, import test data, and see how it fits your workflow before committing.

We integrate with Stripe for credit card and ACH payments, and IPPay for additional payment processing options. Both support:

• One-time payments
• Recurring/autopay
• Saved payment methods
• PCI-compliant card storage

Yes. The customer portal allows subscribers to view invoices, make payments, set up autopay, and manage their payment methods—all without calling your office. This is included on plans with billing features.

Yes. You can configure tax rates by service area, and taxes are automatically calculated on invoices. We support multiple tax rates for different jurisdictions and service types.

Yes. Customers can choose their invoice delivery preference—email, paper mail, or both. Paper invoices are queued for printing and mailing through your preferred fulfillment process.

Yes. We provide embeddable widgets for your existing website, including coverage/serviceability maps and lead signup forms. Customers can check their address and sign up without leaving your site.

Yes. The platform is fully responsive and works on tablets and phones. We also have a dedicated field technician app (PWA) that works offline and includes GPS, camera access, and job management features.

Yes. PacketProspector is multi-tenant, meaning you can manage multiple ISP brands from a single account. Each brand gets its own branding, customer portal, and data isolation while sharing the same administrative tools.

Yes. We provide a RESTful API for custom integrations. You can programmatically access leads, customers, invoices, and more. API access is available on Growth plans and above.

If you want to keep using an external billing system like Sonar, we support syncing leads and customer data. However, most ISPs find our built-in billing more integrated and easier to manage than maintaining two systems.

PacketProspector has native integrations with leading network equipment vendors:

• Adtran Mosaic - Sync ONTs, OLTs, and subscriber data
• Calix Cloud - Manage ONTs and automate service provisioning
• Cambium cnMaestro - Monitor PMP, PTP, WiFi, and cnWave devices
• UISP (Ubiquiti) - Sync customers, sites, and device status
• NetBox - Integrate with your DCIM for infrastructure documentation
• LibreNMS - Pull device metrics and alerts into your dashboard

Connect your Adtran Mosaic account to PacketProspector and we'll automatically sync your ONT inventory. You can see device status, link customers to their equipment, and trigger provisioning actions—all without logging into Mosaic separately.

Yes. Our Calix Cloud integration syncs your subscriber ONTs, tracks activation status, and can automate service provisioning when you convert a lead to an active customer. You maintain full control in Calix Cloud while getting a unified view in PacketProspector.

Yes. Our Cambium cnMaestro integration supports PMP, PTP, WiFi, and cnWave devices. For Ubiquiti gear, our UISP integration syncs customers, sites, and devices with automatic status monitoring.

No. All integrations are included in your subscription at no extra cost. Just connect your accounts and start syncing—no per-device fees or integration add-ons.

Growth ($249/mo) includes lead management, service area mapping, scheduling, and API access. Professional ($399/mo) adds full billing capabilities: invoicing, payment processing, customer portal, and autopay. If you need billing, go with Professional.

PacketProspector doesn't charge transaction fees. However, payment processors (Stripe, IPPay) have their own processing fees—typically around 2.9% + $0.30 for cards and lower for ACH. These go directly to the processor, not us.

Yes. You can upgrade or downgrade your plan at any time. Upgrades take effect immediately, and downgrades take effect at the next billing cycle. Your data is always preserved.

Yes. Annual billing is available with a discount. Contact us for annual pricing options.

All plans include email support. Enterprise plans include priority support with faster response times. We also provide documentation, video tutorials, and onboarding assistance to get you started.

Yes. We take security seriously:

• All data is encrypted in transit (TLS) and at rest
• Payment data is handled by PCI-compliant processors (never stored on our servers)
• Role-based access control for your team
• Optional two-factor authentication (2FA)
• Regular security audits and updates

Yes. You can export your data at any time in CSV format. We believe your data belongs to you, and you should always have access to it.

PacketProspector is hosted on Microsoft Azure in the United States. We use Azure's enterprise-grade infrastructure with high availability, automatic backups, and disaster recovery.