Managed LAN Welcome Kit

The MSPM is the primary contact for you regarding your Managed LAN Services. They are responsible for the overall implementation of the project and serve as your single point of contact throughout the course of the project. Your MSPM will arrange a Customer Kickoff Call/Order Verification Call to review and approve the Engineering Design Document and begin the implementation process.

Below is a list of activities to be performed by the MSPM:

• Schedule and run the Customer Kickoff Call/Order Verification Call.
• Perform overall project management services for the timely delivery and successful activation of the network with Verizon.
• Act as the ultimate point of escalation for the project team.
• Confirm on-time delivery of the project and will pursue/escalate any unmet milestone deadlines.
• Host conference calls among all relevant parties.
• Develop the project plan jointly with you, the Verizon Account Team, and other support groups.
• Secure and matrix-manage all resources necessary for project execution.
• Coordinate resource scheduling with Design and Implementation Engineers.
• Lead the development of processes and procedures required for network implementation.
• Oversee the completion of all steps in the defined process.
• Publish open action items and status reports.
• Establish reporting procedures with you and Verizon.
• Maintain the order tracking with milestone details for circuit/CPE Orders.
• Interface with Verizon organizations to collect status information.
• Act as the point of contact for any order-related issues.
• Verify overall project delivery is compliant with the contract.
• Conduct project closeout meeting. Transitions any remaining non-project issues for follow up.
• Provide re-engagement and, if applicable, change management instructions to you and the Verizon Account Team.

Note: E-mail communication sent by your assigned MSPM will contain their contact information along with escalation contact information in the signature section of the email.

Your Order Manager will communicate as needed in the form of periodic emails and/or follow up calls to provide status on key information regarding the implementation and activation of your Managed LAN Services. The Order Manager will work all aspects of the order directly with you and will gather any additional information needed. As noted above, a Managed LAN solution involves multiple products and service items. The Order Manager and MSPM will be in full communication with each other to help move your order to provisioning.

Though your MSPM is your primary contact for your Managed LAN Services, you may contact your Order Manager via email or phone at any time.

Your Design Engineer is responsible for the physical and logical design and development of your network.

Below is a list of activities to be performed by the Design Engineer:

• Create your organization’s custom Engineering Design Document.
• Work with you to help develop an application Test Procedural Document (if applicable).
• Review & verify your hardware and software configurations.
• Review redundancy, availability requirements, and security requirements.
• Make revisions to Engineering Design Document, as required.
• Review IP addressing scheme & request IP Addressing allocation for secondary addressing for network management.

Note: does not apply to Cloud-Controlled Switching and Cloud-Controlled Camera (Cisco Meraki).

• Provide activation/technical requirements template and hands project off to the Implementation Engineer.
• Provide visibility to your network for network management (i.e., management PVCs) once the link has been provisioned.

The role of your Implementation Engineer is to act as the technical point of contact during any required device installations while providing virtual support on all managed equipment or circuits, taking over the network implementation from the Design Engineer after the first few sites are implemented.

Below is a list of activities to be performed by the Implementation Engineer:

• Communicate with you as necessary for required technical information.
• Confirm out-of-band modem.

Note: out-of-band access is not required with Cloud-Controlled Switching and Cloud-Controlled Camera (Cisco Meraki).

• Confirm Layer 1, 2, and 3 connectivity for the hardware and access.
• Validate all necessary IP traffic is passing as designed.
• Build logical configurations for connectivity to your network.
• Engage other Verizon teams if activation of the port as needed.
• Act as your technical point of contact during device activation.
• Test devices to confirm they meet security and compatibility standards for your existing network devices.

Upon successfully completing the requirements of your Managed LAN Services, your network services will be handed off to the Verizon Network Operations Center (NOC). The NOC will be responsible for incident and change management activities after your solution is accepted under management.

Within the NOC, your organization will have a Project Engineer assigned. Below is a list of activities to be performed by the Project Engineer:

• Manages the hand-off transitioning process of networks from Design & Implementation (Managed Services Delivery) to Service Assurance (NOC)
• Point-of-Contact for non-real-time-service issues
• Point-of-Contact for your account requests and password resets
• Point-of-Contact for your WAN Analysis account registration and password resets
• Sets up your Netflow Customer Product Administrator (NCPA) on the WAN Analysis Portal
• Maintains the Enterprise Service Portal (ESP), the MNS Database of Record

For more details, click on the Network Operations Center in the left navigation of this welcome kit.

The following are services available to you within the NOC (based on your contract with Verizon):

For all Managed LAN Services levels, Verizon will proactively monitor your network, isolate faults, and notify you in the event of an alarm. Rapid Fault Isolation enables Verizon to test network elements in parallel, automatically. 

Verizon can proactively detect a customer outage, perform fault isolation, and initiate repair action, in many cases without human intervention

• Verizon will dispatch support in the event of switch or camera hardware trouble for customers subscribing to the Full Management or Physical Management service levels. Support for the Full Management service level includes all physical and logical switch or camera configuration management support, whereas support for the Physical Management service level includes all physical configuration management.

For further details on tickets and priorities under Fault Management, ask your Verizon Account Team for details.

As networks evolve, configuration changes invariably become necessary. As soon as a device comes under NOC management, Verizon engineers save configurations to servers so a back-up copy is available. In addition, a regular back-up process collects and saves all configurations. Verizon uses a rigorous process to help safeguard the design of customer networks.

When changes become necessary, Verizon engineers work closely with you to review, assess, schedule, and execute required changes. In scope changes to networks are categorized into the following:

• Emergency. Related to imminent failure(s) or current outage. The customer would initiate an emergency change by opening a ticket through the customer service center.
• Express. Minor change to a single site that does not require scheduling.
• Standard. Changes that require technical assessment and scheduling are covered under the standard option. Standard change requests require advance notice of three business days (72 hours).

Optional requests—generally defined as requirements that alter the existing network design—are routed to engineering through a project initiated by the account team.

Note: The Managed LAN Full Management Service level includes Standard change management (router configuration, password, request for information, scheduling maintenance, etc.). Standard change management is included in the monthly service fee. Optional change management is available for an additional per change fee. Initiate change management requests through Verizon Enterprise Center.

WAN Analysis is a network utilization and network inventory platform which is included with Managed LAN Services. It offers a consolidated view of your Verizon network infrastructure and enables customers to create customized device and network health reports as well as subscribe to additional tools that provide deeper visibility into application performance.

WAN Analysis tools may also be found within Verizon Enterprise Center. The WAN Analysis Reporting Welcome Kit includes all of the information you need to know about the service.

The Verizon Account Team can make arrangement for user accounts and familiarization sessions with the Performance Reporting Help Desk.

In case you are using the cloud-based solution from Cisco Meraki as part of your Managed LAN Services, you will be granted with access rights to the Cisco Meraki Dashboard.

Within the dashboard, you will have access to all configuration settings of the Cisco Meraki devices that Verizon manages for your organization, as well as reporting information that provides insight into the health and usage of your network.

Security Management broadly defines those functions and activities performed by Verizon to help keep your solution (network and CPE) secure. In addition to the security and survivability features of our NOC facilities, the functions and activities include, but are not limited to the following:

• Security Privileges. Establish security privileges for the managed router(s):
  • Maintain router password
  • Enable passwords
  • Enable secret passwords
• Access Control. Access to the network and the device under management.
• Terminal Access Controller Access Control System (TACACS) Administration. TACACS is an authentication protocol developed to provide remote access authentication and event logging. Verizon’s preferred and recommended installation is that Cisco devices have TACACS set up.
• Add/Modify/Delete Filter and Access Lists. Access list and filters are used to define conditions for how packets are handled by the router or switch. Packets are dropped, permitted, or routed based on these filters/access lists.
• CERT-Related IOS Upgrade. Initiate the process to upgrade a router or switch’s operating system to mitigate known security vulnerabilities with the current code.

Customer action

Verizon will not upgrade any security associated code within your managed network without your prior notification and/or approval from you. In the event any security code needs to be upgraded by Verizon, be sure to check how that upgrade may affect any other security protocols your organization may have in place already.

• OS Upgrades. Initiate the process of upgrading a router or switch’s operating system to eliminate known bugs with the current code – usually performed as an “emergency” upgrade.
• Back-Up and Maintain Router Configuration: Regular back-ups are accomplished through the use of a custom Verizon proprietary script.

Note: Only the Managed Network Services Organization (MNSO) NOC engineers will have access to the configuration servers. Each MNSO NOC engineer is assigned a secure logon ID and password to access the configuration back-ups. Having the backed-up router configurations fully accessible to MNSO NOC engineers helps provide rapid restoration of services and accurate documentation about your network.

Verizon’s objective is to restore your services to their normal operating conditions quickly and efficiently. To accomplish this objective, NOCs and the Customer Service Centers use escalation guidelines set up to push or drive issues to resolution.

Instead of escalating on the basis of time, escalations are value-based. The objective is to add value to the escalation process across the board for all customers and all circumstances, as well as to add standardization to the processes.

Note: You can request escalations at any time during an outage by calling into the Customer Service Center or directly contacting NOC management (as provided in your “handoff” email).

Value-based escalation may be understood as follows:

• During outages, Customer Service representatives review tickets hourly to update you.
• They assess whether escalations are needed. If there is no progress since the previous review, an escalation is made to the next level of management.
• However, if the appropriate focus and resources are being applied, escalations may be deferred. Technical escalations by the NOC to local-exchange or third-party carriers follow the same value-add process.

Verizon strives to perform network maintenance activities with little or no disruption to our customers. However, regular and sometimes emergency maintenances are unavoidable. Every attempt is made to schedule your maintenance windows during weekends, late night, or early morning hours to reduce negative impact.

Note: For global wide type of changes the Verizon backbone team sends out a notification. The Verizon backbone team would not wait for your approval to perform the global wide changes.

A formal change control system is used through Verizon Enterprise Center to request, approve, schedule, notify, and implement changes.

Customer action

Contact your Verizon Account Team about setting up Verizon network maintenance activities notifications.

Customers are required to notify Verizon when equipment or site-maintenance activities that may cause outages or generate alarms on Verizon systems become necessary.

A customer maintenance change request, specifying the beginning and end date and time, should be created through Verizon Enterprise Center.

Verizon’s Managed LAN Services are available with three service levels:

• Full Management
• Physical Management
• Monitor and Notify

A full description of all available service levels is available in the Managed LAN Service Levels Section, above.

The purpose of the OOB is to allow our engineers to connect to the switches and configure remotely. You must maintain an OOB connection throughout the entire Managed LAN Services lifecycle to help Verizon maintain your switches.

• Note: an OOB connection is required for Physical Management and Full Management service levels of Managed LAN Services.
• Note: If you choose to waive the OOB, you must fill out an exception form with your MSPM. The waiving of the OOB may void your Managed LAN Services SLA for repair times. Ask your MSPM for further details.

The Customer Kickoff Call/Order Verification Call is a vital next step in the process of implementing your Managed LAN Services with Verizon. Your designated MSPM will arrange a Customer Kickoff Call/Order Verification Call with a Design Engineer and the Implementation Engineer to help develop your Engineering Design Document (i.e. IP Address plan, etc.).

While you may have discussed some configuration details with your Verizon Account Team, it is important to review the entire configuration, discuss dependencies, and confirm you and your site are ready for activation.

Once this call is completed, you will receive your Engineering Design Document from your MSPM to approve, at which point your project can move forward towards management.

If there are any new installations or activations associated with your new Managed LAN Services, the timing of service activation is related to several onsite activities (construction, LEC coordination, DMARC extension, permits/approvals, internal cabling etc.).

Your MSPM will work with you to find the best time to set up your activation/installation timing and to answer any questions that may arise.

When your network is under management with Verizon’s NOC, an alarm may be triggered informing you of a service interruption, slow performance, or outage. You would be notified based on the notification criteria you provided at the beginning of the project (phone and/or email).

Note: The alarm would be triggered for only those network items under management by Verizon. Any other non-Verizon network elements would need to be cared for by you. 

Global Change Management (GCM) is a framework within Verizon Enterprise Center of multiple integrated applications for ITIL (IT Infrastructure Library) based service management. It is designed to simplify the change management process for Verizon customers through the Verizon Enterprise Center portal. In the GCM framework, you can create and submit Managed Network Services (MNS) change or service requests through Verizon Enterprise Center. When changes become necessary, Verizon engineers work closely with you to review, assess, schedule, and execute required changes.

Changes to networks are categorized into standard and optional, depending on the impact to the network. Optional requests—generally defined as requirements that alter the existing network design—are routed to engineering through a project initiated by the account team.

Managed LAN Services include Standard change management (e.g. switch configuration, password, request for information, scheduling maintenance, etc.) in the monthly service fee. Optional change management is available for an additional per change fee. You may initiate change management requests through Verizon Enterprise Center.

Review the Managed Network Services Tools User Guide for a complete listing and steps to submit change requests

For organizations with large networks, Network Discovery Service will help a customer to find what is connected to their network. If you subscribe to the Network Discovery service, Verizon will run CPE-discovery software on your network to collect information about your CPE connected to that network, including its manufacturer, age, current software, configuration, and similar information. If you are interested, please contact your Verizon Account Team.

With Verizon Enterprise Center Mobile, you have access to information you need to manage your critical business functions on-the-go. You can manage your Verizon account from a smartphone or a tablet using the mobile application for single sign-on access to Verizon Enterprise Center, My Business Account.

Smartphone users can download an app from Google Play or the App Store that supports access to Verizon Enterprise Center, My Business, and Verizon portals. Simply search for “My Verizon Enterprise;” download the app; and conveniently launch right into Quick Tasks or sign in to your business portal for more management options. An icon is added to your phone’s home screen for easy access the next time you log in. Requirements are as follows:

• App Store: Apple iPhone models that have at least a 13.x iOS version in the U.S. on any carrier or Wi-Fi network.
• Google Play: Selected devices using an operating system of Android 5 or higher in the U.S. on any carrier or Wi-Fi network

You can also access Verizon Enterprise Center Mobile with a tablet by signing into a browser-based application at http://verizonenterprise.com. The tablet functionality will be the same as the smartphone app, supporting key business functions that vary by the users’ portal and permissions. Accessing the Verizon Enterprise Center from a mobile device or tablet will not provide the same options as the desktop version.

Verizon Enterprise Center portal users can use Quick Tasks for repairs, billing, and some wireless functions or sign-in to get access to key business functions delivering near real-time information to you.

There may be a time in which you need to make a change to your service. You can submit a ticket through Verizon Enterprise Center or contact your Verizon Account Team for assistance.

If you have a need to place an additional services order for Managed LAN, you may submit a change order with your Verizon Account Team.

During your network implementation, you will identify contacts within your organization to be notified in the event of outages. Notifications are e-mailed to these contacts after a trouble ticket has been opened. These e-mails include a ticket number (e.g., 2013103101249 in a year/month/day/ticket number format) that may be entered into Verizon Enterprise Center to review.

If notification is not received from Verizon, you may contact Verizon to open a ticket through the Verizon Enterprise Center portal or through Verizon Customer Service at http://www.verizonenterprise.com/ > select contact us > select country > select support.

Yes. If you are interested in having your organization’s security services managed by Verizon, you can contact your Verizon Account Team as Managed Security Services is a separate service from the Managed LAN Services.

There may be extra costs associated with any Verizon-performed work that occurs during or outside of normal business hours. Please review your contract or contact your Verizon Account Team for details on these charges.

Since many applications share the network, it can be a challenge to know when an application performance problem is occurring because of the network, and to know exactly how to correct it. 3rd party application performance tools use flow collectors and / or probes can help your network manager understand what applications are running on your network, and whether the quality of service settings are correct.

Verizon recommends your network managers use these tools in conjunction with the Managed LAN Services. The WAN Analysis reporting platform offers Managed LAN Services customers a convenient and fast way to activate network performance monitoring tools that provide application-level visibility. See the “Reporting” section of this kit or contact your account manager for more information. Verizon recommends analyzing your network traffic using these tools prior to opening a ticket.

Note: If Verizon confirms your network shows as functioning properly, you may need to increase your speed. You may contact your Verizon Account Team for more details.

Verizon includes the WAN Analysis reporting platform to provide you with utilization, trending and capacity planning reports. By using the Trend and TOP N reports in this platform, you can identify and measure network utilization and develop trend reports.

Please refer to the WAN Analysis section in this welcome kit for more details.

If your organization lacks in-house expertise or needs more in-depth network performance analysis and consulting, an optional offering called Network Analysis is available for Managed LAN Services customers. A shared or dedicated resource is assigned to your network. The assigned Network Analysis manager provides performance trending and capacity-planning reports throughout the life of your contract. Ask your Verizon Account Team for more details.

Yes. Verizon offers a robust suite of Managed Network services to complement your Managed LAN service, including:

• Managed Virtual Network Services (VNS) – such as VNS SD (software defined) WAN, VNS WAN Optimization, VNS Security, and others.
• Managed WAN and WAN Optimization.
• Managed SD WAN.
• Managed Wireless LAN
• Managed Security Services.

Key benefits to you of a more comprehensive approach to teaming with us to manage your network include:

• One trusted partner to work with you to design, implement, and manage network services.
• We have the management tools – already evaluated, integrated, and proven in the field, and often designed by us – for end-to-end visibility and, critically, cross-service fault correlation.
• We have the cross-service skillsets and certifications.
• We handle vendor management and bonding.
• We deliver world-class SLAs.

Ask your Verizon Account Team for more details.

Yes, Verizon provides a full suite of professional services to assist with your Managed LAN Services implementation, as well as other Managed Network Service’s needs.  Examples of professional services based solutions are onsite site surveys or structured cabling.

Ask your Verizon account team for more details.

Many of Verizon’s customers wish for Verizon to provide technical oversight and ongoing consultation as their business evolves. The optional Network Engineering service provides this type of service as your network moves from the implementation phase into the operational maintenance phase.

As part of this service, Verizon assigns a primary engineer (or additional engineers depending on the scope, network size, and customer requirements) to perform the ongoing, day-to-day engineering activities, as well as overall engineering oversight of your network. The Network Engineer understands your inter-networking environment and is your technical advisor across both current and future technologies deployed in their environment.

The Network Engineer uses consistent and sound engineering principles toward the engineering of the customer’s network. The Network Engineering service enables customers to rely on the Network Engineer(s) to be the technical expert /architect for their network.

Ask your Verizon Account Team for more details.

Billing for Managed LAN Services will commence when the site is implemented by the Design or Implementation Engineer and is handed over to the MNSO NOC for management.

Your billing terms are outlined in your contract terms and Verizon Services Agreement.

A billing tutorial can be found via this link (log-in required).

User Guides for billing and invoices are available on the Customer Training and Documentation website via the following link (log-in required).

• Online Inquiries for all Services: When viewing your invoice online in Verizon Enterprise Center at www.verizonenterprise.com click “Create an Invoice Inquiry” from the Invoice Summary screen and follow the instructions to create and monitor an online inquiry. You may also track or create a trouble ticket from the portal homepage under the “Quick Tasks” section (no login required).
• Live Chat: you can chat online with Verizon Customer Care, which can be accessed from the Support tab, with the exception of countries in the APAC region.
• Call: Customer Care/Billing: http://www.verizonenterprise.com/ > select contact us > select country > select support.