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Managed Network Services

Managed Network Services. May 06. Table of Contents. Managed Network Services (MNS) Overview MNS Product Details MNS Service Level Descriptions Service Level Agreements Portal Pricing Black Box/Vanguard Overview Service Benefits Other Broadwing Managed Services Q&A.

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Managed Network Services

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  1. Managed Network Services May 06

  2. Table of Contents • Managed Network Services (MNS) Overview • MNS Product Details • MNS Service Level Descriptions • Service Level Agreements • Portal • Pricing • Black Box/Vanguard Overview • Service Benefits • Other Broadwing Managed Services • Q&A

  3. Managed Network Services Overview • Broadwing MNS is a best of breed approach to serving customers, providing a mix of internal and partner resources to deliver expertise and value to our customers: • Providing continual, consistent network operations and trouble management through proactive network/device monitoring • Equipment fulfillment, including staging, configuration, installation and maintenance (break/fix) • Deep knowledge and certifications on Cisco and Non-Cisco products/devices • Extensive experience with some of the best commercially available management, reporting and diagnostic tools

  4. Managed Network Services Overview • Broadwing Managed Network Services provide customers a single point of contact as their partner in managing their end-to-end communication network – including all, or a customer defined portion of, circuits and devices. • MNS is available as a value-added service to the following Broadwing networking solutions: • Converged Services (MPLS/VPLS) • Frame Relay/ATM • Dedicated Internet Access

  5. MNS Product Options Customers can select from 3 levels of management service: • Network Bronze • Providing tactical support where customers need it most to ensure device and network performance and availability: • WAN circuits via Broadwing’s award winning all-optical network • Implementation management of local access vendor(s) • Circuit and CPE Test and Turn-up • Proactive monitoring of all devices 24x7 • Fault notification and isolation • Fault problem management • Availability reports via web-based portal 

  6. MNS Product Options • Network Silver • Providing strategic ownership of responsibility for the customer network. Network Silver includes everything in Network Bronze plus performance and configuration support: • Real-time network and device performance reports • Remote configuration support (4 configuration changes per device annually)

  7. MNS Product Options • Network Gold • A fully outsourced solution that encompasses all aspects of enterprise WAN management. Network Gold includes everything in Network Silver, plus advanced engineering and configuration support: • Unlimited configuration support • Quarterly Audit/Analysis of network • Quarterly review and implementation of software updates and patch availability for network elements

  8. Service Level Agreements (SLAs) • Broadwing MNS customers receive the following SLAs with the service: • Mean Time to Detect Trouble – 10 Minutes • Mean Time to Notify Customer – 20 Minutes • Mean Time to Isolate Trouble – 30 Minutes • Does not apply if out-of-band dial access is not in place • Mean Time to Repair Trouble – 4 hours • Does not apply if out-of-band dial access is not in place • Mean Time to Restore from Hardware/Site Failure – 1 hour after Broadwing has regained visibility to the WAN device

  9. Industry Standard Best Process • ISO 9001 Certified • Subscribe to ITIL and ETOM’s

  10. MNS Web Portal • All Broadwing MNS customers receive access to a web portal for service management • Network health - real-time status at a glance • Infrastructure and link availability reports • Real time performance management (Silver & Gold) • Trending and capacity planning data • View management documentation (SOW, escalation procedures)

  11. MNS Pricing Structure • MNS Service • Device set-up fee (one-time per device) • Monthly recurring charge for the monitoring and management • Charge based on Service level and Device Classification • Additional surcharge for international locations • CPE Service (Optional) • Device charge (one-time or monthly) • Maintenance - hardware break/fix (monthly) • Configuration (one-time) • Onsite Installation (one-time)

  12. MNS Features Summary • Single point of contact • 24x7 proactive monitoring of network • Proven trouble escalation and resolution procedures • Status updates every hour and real time via web portal • Customer-tailored escalation procedures • “No excuses” approach isolates problems quickly and accurately, minimizing erroneous dispatches • Secure customer web portal • Performance monitoring, management, and reporting • Seamless integration with equipment support contracts • On-going configuration management and remote software upgrades • Service guarantees

  13. Black Box and Vanguard • Broadwing is working with Black Box and Vanguard to provide the highest-quality service support for customers: • Black Box (formerly NextiraOne) • Domestic CPE Services • Device procurement (CPE Kit List) • Hardware maintenance (break/fix) • Device configuration • Onsite installation services by qualified technicians • Vanguard • Management Services

  14. Largest independent Managed Services provider 40+ years of networking experience 20+ years managing clients’ IT infrastructure 350 clients, 60,000 managed devices World-class NOC/SOC Equipment vendor agnostic Transport carrier agnostic Approximately 90 technicians with certifications across multi-vendors and technologies ISO 9001 Certified, Subscribe to ITIL and ETOM’s Vanguard At A Glance

  15. Vanguard Staff Demographics • Implementation Org. • 6 Project Implementation managers • 3 Project Planner/scheduler • 12 System Integrators • 4 NOC Integrators • NOC techs • 60 1st level • 14 2nd level techs • 3 3rd level techs • 10 Customer leads • 7 NOC support • Shift managers • Cisco Certifications: • CCNA • CCNP • CCIE • CCAI • Security Certifications • CSS1 • CSSP • CISSP • CCSA NG • CompTia

  16. MNS Benefits Summary • Benefits of Broadwing MNS include: • Single point of contact as the customer partner in managing the customer’s network • Flexible service options to fit the customer’s network and business needs • Reduced business disruptions through proactive detecting and minimizing issues on the network • Performance monitoring, management, and reporting • Decreased management and support costs • Achieve and maintain regulatory compliance • Ability to keep pace with changing networking technologies • Access to experience technicians

  17. Other Broadwing Managed Services • Broadwing offers customers the choice of other Broadwing Managed Services to assist customers in maximizing the performance and security of their networks. These services include: • Managed Security Services • Firewall, IDS/IPS, and Vulnerability assessments • Spam and Virus Protection • Denial of Service Detection and Mitigation

  18. Why Broadwing is Your Solution • Single point of contact as your partner in managing your network • Managed Network Service reduces business disruptions through proactive detecting and minimizing issues on the network • Best-of-breed partners ensure that you are getting premier services, all delivered via one provider • Combines a world-class network with technical expertise to enable you to keep pace with changing networking technologies • Direct access to technical experts and web-based tools, instill confidence in our services • Guaranteed service performance

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