--- title: How Preseem decides Service Priorities description: Service priorities for upsell and repair --- [Skip to content](https://docs.preseem.com/how-preseem-decides-service-priorities#main-content) English Show submenu for translations ![Preseem logo white-1.png\]](https://docs.preseem.com/hs-fs/hubfs/Preseem%20logo%20white-1.png?height=40&name=Preseem%20logo%20white-1.png) - [Aterlo Blog](https://preseem-467307.hs-sites.com/blog) Open main navigation Close main navigation - [Aterlo Blog](https://preseem-467307.hs-sites.com/blog) - English Show submenu for translations - Contact us Contact us Hi There! How Can We Help You? - There are no suggestions because the search field is empty. 1. [Help Center](https://docs.preseem.com/?hsLang=en) 2. [Using Preseem](https://docs.preseem.com/using-preseem?hsLang=en) # How Preseem decides Service Priorities Priorities \> Services in the Preseem app lists every Service with at least one Priority. A Priority is a business reason to act on a Service: an upsell that brings in revenue, or a repair that keeps a subscriber from leaving. This article gives the rules behind each Priority, so that a support lead or a network engineer can check why a Service is on the list, or why it is not. The in-app help beside the list says what each Priority means and what to do about it. Every Priority is decided from the last seven days before the report date. The decision uses four readings of the Service, each shown as a column in the list. - Service Quality: the Service's overall grade for the period. Excellent, OK, Warning, Critical or Indeterminate. - Subscriber Network: the state of the subscriber's side. Wi-Fi, the router and the subscriber's equipment on the premises. Good, Warning, Bad or Indeterminate. - ISP Network: the state of the ISP's side. The Access Point or PON, the OLT, the Site, the backhaul and port health. On fixed wireless it also covers the radio link and its rate. Good, Warning, Bad or Indeterminate. - Active Download Rate and Active Upload Rate: the rates enforced for the Service on the report date, in Mbps. Every rate check below compares against them. Indeterminate means there was too little data to decide. A Service with an Indeterminate Service Quality can still be on the list, because Improve Subscriber Network, the port case of Improve ISP Network and Package Not Delivered do not depend on Service Quality. ### The repair Priorities ![Flowchart for the repair Priorities. A Service whose Package rate is not delivered gets Improve ISP Network: Package Not Delivered. Otherwise a Bad ISP Network with Critical Service Quality gets Improve ISP Network. A Warning or Bad Subscriber Network with a port issue gets Improve ISP Network, and with any other issue gets Improve Subscriber Network, plus Upsell Managed Wi-Fi when the ISP Network is Good.](https://docs.preseem.com/hs-fs/hubfs/services-repairs.png?width=670&height=539&name=services-repairs.png) #### Improve Subscriber Network Subscriber Network reads Warning or Bad, and at least one of its issues is something other than Port Errors or Port Speed. The issues are listed under Subscriber Issues below. #### Upsell Managed Wi-Fi Everything Improve Subscriber Network needs, plus ISP Network reads Good and Package Not Delivered does not apply. The ISP's side is clean, so better Wi-Fi equipment or placement should make a difference the subscriber notices. Every Service with this Priority also has Improve Subscriber Network. #### Improve ISP Network Any one of three conditions. 1. A fault on the ISP's side: ISP Network reads Bad and Service Quality reads Critical. 2. A port problem on the subscriber's equipment: Subscriber Network reads Warning or Bad, and one of its issues is Port Errors or Port Speed. The port sits on the subscriber's side, but fixing it is often the ISP's job, so it is filed here. 3. The Service has Package Not Delivered. Almost all Services with this Priority read Critical in Service Quality. A Service can have ISP-side and subscriber-side problems at the same time, and then carries both repair Priorities. #### Improve ISP Network: Package Not Delivered The Service does not consistently get its purchased Package rate. It applies in three cases. Every Service with it also has Improve ISP Network. | Case | When it applies | What it does to the grades | | --- | --- | --- | | The radio link is too slow, on fixed wireless | The radio link's rate, in either direction, is below 70% of that direction's Active rate for more than 20% of the seven report days. | ISP Network reads Bad and Service Quality reads Critical, because the link is on the ISP's side. | | The Ethernet port is too slow, on any technology | The Active Download Rate or Active Upload Rate is more than 1.2 times the port's rate for more than 20% of the seven report days. | Subscriber Network reads Bad, because the port is on the subscriber's side. | | The rate is faster than the PON, on fiber | The Active Download Rate or Active Upload Rate is faster than the PON can carry: about 2,300 Mbps down and 1,160 up on GPON, about 8,600 each way on XGS-PON, and about 970 on EPON. | On its own this grades the Service no worse than Warning. A rate the technology cannot deliver is a sales or provisioning error, not a fault. | A rate set at about the port's rate, between 97% and 1.2 times it, does not count. One example is a 1 Gbps Package on a gigabit port. The fix is to correct the Package rate, or to confirm the port's rate. ### The sales Priorities ![Flowchart for the sales Priorities. A Service needs an Active Account and Excellent Service Quality, then room for double its rate, to get Upsell Package. A heavy user with Upsell Package also gets Upsell Package: Top Prospects.](https://docs.preseem.com/hs-fs/hubfs/services-sales.png?width=670&height=458&name=services-sales.png) Both package upsells need an Active Account and an Excellent Service Quality. A Service with Overactive Upload is graded Critical, so it gets neither. That issue points at an infected or misused device, which a bigger Package does not fix. #### Upsell Package The ISP Network can support double the current Active Download Rate and Active Upload Rate. On fixed wireless this is measured. Each way, the radio link runs at twice that direction's Active rate or faster at least 80% of the time. The Access Point has at least 40% of its airtime free at its busiest, averaged over the seven report days, in its busier direction. And the Active Download Rate is already delivered. An Access Point that reports no airtime figure gives neither upsell, so not every model is supported. On fiber there is no radio link or airtime to read, so the headroom is assumed. A fiber Service with an Active Account and an Excellent Service Quality gets Upsell Package. #### Upsell Package: Top Prospects A heavy user who also has Upsell Package. Download and upload each count against their own Active rate. Of the minutes the subscriber uses the connection, at least 1 in 20 run at half that rate or faster, for at least an hour across the seven report days. The Active rates must not have changed during that time. ### Subscriber Issues Subscriber Network reads Warning or Bad when at least one of these issues is found. An issue is named only in those states. | Subscriber Issue | What it means | Which Priority it gives | | --- | --- | --- | | High Retransmissions | Traffic on this Service had to be sent again. It points at the Subscriber Network or the link serving it. | Improve Subscriber Network | | High Latency | Latency caused on the subscriber's side: Wi-Fi, the router, or the premises. | Improve Subscriber Network | | Overactive Upload | Of the minutes the subscriber uses the connection, at least 1 in 50 try to upload at 120% of the Active Upload Rate or faster. The minutes count from the day after the Active Upload Rate last changed. It is measured on whichever reads higher, Preseem's inline traffic or the port counters, so it can be named on a Service with no latency samples. | Improve Subscriber Network | | Port Errors | The port on the subscriber's equipment that faces the Subscriber Network has errors or discards. | Improve ISP Network | | Port Speed | The subscriber equipment's Ethernet port is too slow for the Active Download Rate or Active Upload Rate. | Improve ISP Network, and Package Not Delivered | - [Getting Started with Preseem](https://docs.preseem.com/getting-started-with-preseem?hsLang=en#main-content) - [Deploying Preseem](https://docs.preseem.com/getting-started-with-preseem?hsLang=en#deploying-preseem) - [Mapping the Network Topology](https://docs.preseem.com/getting-started-with-preseem?hsLang=en#mapping-the-network-topology) - [Enforcing Plan Speeds](https://docs.preseem.com/getting-started-with-preseem?hsLang=en#enforcing-plan-speeds) - [Using Preseem](https://docs.preseem.com/using-preseem?hsLang=en#main-content) - [How to Use Preseem to Troubleshoot Subscriber Issues](https://docs.preseem.com/using-preseem?hsLang=en#how-to-use-preseem-to-troubleshoot-subscriber-issues) - [Operations](https://docs.preseem.com/using-preseem?hsLang=en#operations) - [How to Use Preseem to Optimize QoE](https://docs.preseem.com/using-preseem?hsLang=en#how-to-use-preseem-to-optimize-qoe) - [Preseem's RF Scoring and Metrics](https://docs.preseem.com/using-preseem?hsLang=en#preseems-rf-scoring-and-metrics) - [Administering Preseem](https://docs.preseem.com/administering-preseem?hsLang=en#main-content) - [Upgrades](https://docs.preseem.com/administering-preseem?hsLang=en#upgrades) - [Planning and Configuration](https://docs.preseem.com/administering-preseem?hsLang=en#planning-and-configuration) - [Troubleshooting](https://docs.preseem.com/administering-preseem?hsLang=en#troubleshooting) - [User Management](https://docs.preseem.com/administering-preseem?hsLang=en#user-management) - [Hardware](https://docs.preseem.com/hardware?hsLang=en#main-content) - [Preseem Hardware](https://docs.preseem.com/hardware?hsLang=en#preseem-hardware) - [Generic Hardware](https://docs.preseem.com/hardware?hsLang=en#generic-hardware) - [Legacy Hardware](https://docs.preseem.com/hardware?hsLang=en#legacy-hardware) - [Integrations](https://docs.preseem.com/integrations?hsLang=en) - [Release Notes](https://docs.preseem.com/release-notes?hsLang=en#main-content) - [Archived Release Notes](https://docs.preseem.com/release-notes?hsLang=en#archived-release-notes) - [FAQs and Other Explanations](https://docs.preseem.com/faqs-and-other-explanations?hsLang=en) - [Aterlo Blog](https://preseem-467307.hs-sites.com/blog) [![Chill listening crop-3](https://docs.preseem.com/hs-fs/hubfs/Preseem_logo_large.png?width=80&height=30&name=Preseem_logo_large.png "Chill listening crop-3")](https://preseem.com/) Copyright © 2026, Preseem (Aterlo Networks)