ISP Responsibilities

Ownership model, operational tasks, logistics, porting, and the first 30 days after launch.

ISP responsibilities

• Front-line customer sales (all channels)
• Tier 1 customer support — account questions, basic troubleshooting (option to delegate to Reach)
• Marketing, promotions, and subscriber communications
• Internal staff training and ongoing enablement
• Tax and compliance obligations (if brand holds CoR)

Reach responsibilities

• Carrier network access and SIM provisioning infrastructure
• MVNO platform, APIs, and all back-end systems
• Number porting — initiation, tracking, and completion
• Plan management and rate deck configuration
• Reach Central back office — all subscriber data, activations, port status
• Tier 2 and Tier 3 technical support escalation
• Federal wireless regulatory compliance and FCC licensing (if Reach holds CoR)
• Federal and state wireless tax filing (if Reach holds CoR)
• Carrier relationship management
• Platform maintenance, updates, and new feature deployment
• VAS vendor relationships and fulfillment logistics

If Reach is carrier of record, Reach handles wireless tax and compliance obligations.

If your brand is carrier of record, your team owns those obligations.

This is one of the most important reasons to decide carrier of record early.

The cleaner this division is documented before launch, the smoother everything runs after launch. Ambiguity here is the biggest source of post-launch friction.

Questions or clarification? Email us at [e-mail].