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ISP Tools | Customer Dashboard
Dragonfly
Internal support hub for Dragonfly — Sonar billing, Tarana troubleshooting, managed router support, and sales workflow.
Contact + Info
Phone(251) 575-2218
Websitedragonfly.net
Office Address
86 S Alabama Ave
Monroeville, AL 36460
Monroeville, AL 36460
Office Hours
Mon-Fri: 8:30am-5:00pm
Call Out Code
0860
Ticket Group
Tier 2 Support
Live Conditions
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Eastern Time
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🚨 IMPORTANT
Billing
- Standard Sonar billing.
- Direct customers to the online portal; we can set up portal access for the customer.
- Physical checks must be mailed to 1791 OG Skinner Dr, West Point, GA 31833.
📞 TRANSFER REMINDER
Call Branding
- “Thank you for calling Dragonfly. My Name is _________ , how can I assist you today?”
Scribes
Scribes & Reference Procedures
Scribe scripts, call flows, and mini-procedure references for Dragonfly support agents.
Sales Leads
Please direct customers to the website or fill out the form for the customer on the website.
Billing
- Standard Sonar billing.
- Direct customers to the online portal; we can set up portal access for the customer.
- Physical checks must be mailed to 1791 OG Skinner Dr, West Point, GA 31833.
- Time Limit: TBD.
VPN
- No VPN needed or available at this time.
Managed Routers / Support
- Nokia Beacon mesh routers.
- Lowest package includes one router.
- Middle package includes up to two routers.
- Highest package allows multiple routers as needed.
- If customers have issues setting up the router, make sure they download the “Nokia WiFi” app.
Preferred Speed Test Site
MAC Filtering
- MAC Filtering is not enabled.
Ticketing Info
- Sales tickets: assign to Sales.
- Billing tickets: assign to Billing.
- Further support/escalations: assign to Tier 2 Support.
- Post all unresolved tech support tickets in Discord (include ticket link).
- Complete disconnects: Create a service call for complete disconnects in Tarana, then reach out in Discord once the ticket has been created and assigned to the correct on-call tech.
- Intermittent / Slow service: Reach out in Discord (and escalate if needed). Submit and assign a ticket to Richard Burgess, who will assess and recommend next steps. If a technician visit is required, Richard will coordinate with Customer Service to schedule it. Resolution time: 1 calendar day.
- Single device / in-home issue: Inform the customer of the $100 fee for the visit. If the customer agrees, escalate a ticket and reach out in Discord. If the field technician determines the issue is Dragonfly’s responsibility, they will notify the Field Supervisor; the Field Supervisor will coordinate with the Billing Supervisor and a credit will be issued to the customer.
Special Procedures
- For all complete disconnect issues, create a service call in Tarana and follow the instructions below.
- Check the calendar on the Customer Database || Important Steps tab to see which tech is on-call.
- Click here for instructions
- If the pathloss is over 150 and the SINR is under 10, the radio may need a realignment (check with a lead).