Performance & Tools
Below, you can find information related to our network and customer service performance, which is updated regularly. You can also link to our Looking Glass or see which Autonomous Systems (ASNs) are connected to Cogent's AS174.
Network Performance
Cogent's superior network architecture and virtually unlimited bandwidth enable us to offer impressive network performance, as exemplified below. These statistics are actual performance metrics and are updated monthly.
Cogent offers a very competitive Service Level Agreement (SLA) to all customers.
| IP Network Performance Statistics | Oct 2022 | Nov 2022 | Dec 2022 | Jan 2023 | Feb 2023 | Mar 2023 | Cogent SLA |
|---|---|---|---|---|---|---|---|
| Europe Packet Success Rate |
>99.9% | >99.9% | >99.9% | >99.9% | >99.9% | >99.9% | 99.9% |
| North America Packet Success Rate |
>99.9% | >99.9% | >99.9% | >99.9% | >99.9% | >99.9% | 99.9% |
| Intra-Europe Average Backbone Latency (ms) |
28.0 | 28.1 | 27.9 | 27.9 | 28.0 | 28.0 | <35.0 |
| North America Average Backbone Latency (ms) |
39.5 | 39.6 | 39.5 | 39.5 | 39.5 | 39.8 | <45.0 |
| New York - London Average Backbone Latency (ms) |
66.9 | 70.2 | 70.3 | 70.1 | 70.4 | 70.8 | <85.0 |
| Los Angeles - Tokyo Average Backbone Latency (ms) |
99.4 | 99.4 | 99.4 | 99.5 | 99.6 | 99.4 | <140.0 |
Customer Service Statistics
Cogent owns its fiber network end-to-end, enabling us to control virtually all aspects of the customer experience. We monitor the network right down to the customer port, which we check every minute of every day of every month of every year that we serve you.
We are equally diligent in monitoring our support team statistics. We don't want you to waste your valuable time in an endless call queue. While Cogent's superior network performance and near perfect billing accuracy rates keep our overall call volume low, we nevertheless strictly monitor statistics such as call answer time (how long did our customers have to wait?) and mean time to repair (how long until we resolved a perceived problem?). Our commitment is to raise your level of satisfaction to new heights. See our service statistics below (tracked and updated quarterly).
| Customer Service Response Statistics | 2nd Quarter 2022 | 3rd Quarter 2022 | 4th Quarter 2022 | 1st Quarter 2023 | Four Quarter Average |
|---|---|---|---|---|---|
| Technical Support | |||||
| Average Answer Time for Inbound Customer Service Calls (seconds) - Global |
14 | 25 | 24 | 15 | 20 |
| Mean Time to Repair (hours) - EU | 1.1 | 1.5 | 0.9 | 1.1 | 1.2 |
| Mean Time to Repair (hours) - NA | 1.8 | 1.7 | 2.0 | 1.8 | 1.8 |
| Billing Support | |||||
| Average Answer Time for Inbound Customer Billing Calls (seconds) - Global |
8 | 10 | 8 | 11 | 9 |