Managed LAN Welcome Kit






 

Welcome Kits Home
  • Overview

  • Managed LAN extends Verizon’s Managed Network Services capabilities deeper into the enterprise. This comprehensive LAN switch and camera management solution enables customers to leverage Verizon’s technical expertise in design, planning, implementation, and network management.

    By choosing Verizon’s Managed LAN, you leverage our expertise to design, implement, and manage for you or with you, depending on your business goals. And, by including the management support of the LAN in a broader Managed Network Services solution, we provide a holistic, unified view of your entire network, end to end.

    You can monitor your managed network through near real-time reporting that provides information on usage, coverage, security, performance, and capacity. Additionally, we provide a portal to you as a standard feature enabling near real-time tracking of the managed service implementation process, project status, inventory tracking, contacts, change management requests, and trouble tickets.

    Here is a graphic depicting a typical Managed LAN architecture.

    Managed LAN Topology and Architecture Types

    Verizon supports several Managed LAN switch topologies and architectures, such as:

    • Hierarchical topology
    • Collapsed topology
    • Mesh topologies, where switches in the network connect directly, dynamically and non-hierarchically to as many other switches as possible to efficiently route data on the network.
    • Mixture or specially designed topology for the specific network purposes

    Verizon supports stacked setups and standalone switches within a design and supports a broad range of switches from different manufacturers.

    Switches are either directly managed via SNMP through Verizon’s network management architecture, or through a fully integrated cloud-based architecture, such as found with Cisco Meraki. Verizon also manages the Cisco Meraki smart cameras as part of Managed LAN. Both management approaches are fully integrated and provide Verizon support teams with end-to-end visibility, fault correlation and alarm suppression capabilities, to identify the root cause of incidents in your network as effectively as possible.

    Here’s a graphic showing Verizon’s Management Architecture providing full integration with Cisco Meraki’s cloud-based architectures and devices that are managed directly through Verizon’s network management architecture:

    Managed LAN Service Levels

    Three service levels are available with the Managed LAN service:  Monitor & Notify, Physical Management, and Full Management.

    Note: With Cisco Meraki-based architectures, backup configuration services are not supported; however a current image of the customer’s network is stored on the (Cisco Meraki) cloud infrastructure.

    For all three service levels Verizon will:

    • Poll the devices under management every three minutes
    • Respond to alarms generated by failed polls (which indicates that a fault has occurred)
    • Notify you of the problem
    • Open a trouble ticket on your behalf
    • Offer a 15-minute proactive outage notification Service Level Agreement
    • Assume responsibility to clear all network and access related issues

    As noted above, Verizon will electronically notify you about fault conditions. Final responsibility for clearing faults depends on the Managed LAN service level and the nature of the fault.

    The differences in fault resolution responsibilities are outlined in the table below:

  • Your Verizon team

  • Your Managed LAN Services team (also known as your Managed Services Delivery Team) will help guide you through the full scope of services from contract signature to the eventual handoff of your network services to the Verizon Network Operations Center (NOC).

Managed Services Project Manager (MSPM) +
  • 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.

Order Manager (OM) +
  • 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.

Design Engineer (DE) +
  • 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.
Implementation Engineer (IE) +
  • 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.
Project Engineer (PE) +
  • 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.

  • Preparing Your Site

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  • Preparing your site for a successful Managed LAN Services implementation

    Your MSPM will review the site and other requirements with you on the Customer Kickoff Call/Order Verification Call.

    Customer action

    If you will have any new services either activated or installed, please review the following site readiness details below, and take appropriate action as needed.

  • Engineering Design Document

    The Engineering Design Document is a vital portion of your Managed LAN Services offering. The customized document provides you with the technical details relating to your solution and works as the source document Verizon leverages for all of your Managed LAN Services.

    The Solutions Architect (SA) is responsible for developing the high level design that the Design Engineer will use to create the low level design.

    A typical Engineering Design Document would include these sections:

    • Introduction
    • Existing network details
    • Proposed design details
    • Hub and remote site details
    • Internet access
    • Default and LAN routing protocols
    • LAN design considerations
    • Failover/load sharing availability
    • Device operating system requirements
    • Routing scenarios (normal, remote, failure)
    • Quality of Service (QoS) required
    • IP addressing
    • VoIP/IP telephony*
    • Physical design*
    • SNMP and security*
    • Network management and reporting tools*
      • Out-of-Band (OOB) access.

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

      • In-Band access
      • Management
      • Reporting
    • 3rd Party networks/activities
    • Business continuity/disaster recovery plans
    • Migration requirements
    • Customer responsibilities/actions
    • Project assumptions/caveats

    *The Design Engineer is not responsible for the ongoing life cycle of the network and therefore would not regularly update the Engineering Design Document, unless a DE Designated support contract is purchased.

    Customer action

    To help your Managed LAN Services project stays on schedule, you should begin to validate you have answers to the required Engineering Design Document sections listed above after signing the Managed WAN Services, and/or Virtual Network Services, contract.

    Site Requirements

    Review Verizon’s Customer Readiness Website. [http://www.verizonenterprise.com/Support/customerreadiness/] This site will assist you in preparing for your Managed LAN Services with Verizon. Reviewing the content on this site and following some simple steps will help facilitate a smooth installation and activation of your service.

    Physical Requirements

    When there are physical, onsite components to your Managed LAN Services, you must take specific action and/or ensure the following items are appropriately addressed:

    • The local contact must verify receipt of “room ready” requirements such as secure space for service equipment, power levels for the circuit and equipment as communicated by Verizon and conduit /cabling path and wiring needed to connect equipment to the DMARC (Demarcation) requirements and a date on which they will be completed.

    Customer action

    You are responsible for general inside wiring which is not part of the activation of the customer premise equipment (CPE) or services.

    • Assume responsibility for hardware, software and memory compatibility issues related to existing equipment you choose to use.

    Customer action

    You are responsible for the configuration of any CPE that is not Verizon supplied.

    Demarcation (DMARC) Extensions

    If any of the Managed LAN Services Verizon will handle for you need to be extended beyond the telecommunications demarcation point, you are responsible for ensuring extended demarcation facilities are installed and ready upon implementation.

    Alternatively, you may be able to order a DMARC extension from Verizon or a third-party local exchange carrier (LEC).

    Note: Delays in extending your DMARC may result in Managed LAN Service implementation delays.

    Power Requirements

    Loss of electrical power may cause your Verizon access service to cease working if there are no accommodations made for back-up power. Verizon highly recommends you install an Uninterruptible Power Supply (UPS) onsite.

    Verizon does not provide UPS units; however, if you choose to implement a UPS, the following are some guidelines for reliable communication in case of a power outage:

    • Back-up the entire building using UPS. This will help protect all devices and equipment from power failures, including telephony, data networking, and PCs.
    • Provide a separate generator for back-up power (in addition to the feed provided by the utility company). In this case, you may still need to add UPS, because it may take a few minutes for the generator to ramp up.

    Note: The advantage of this approach is that less battery time is needed for each UPS. You should consult with your MSPM for any additional power requirements as needed.

    Issues

    The graphic below shows some common situations that may cause issues or delay your Managed LAN Services.

    For more detailed information about preparing your site for yourupcoming installation (either performed by you or Verizon), please refer to Verizon’s Customer Readiness website.

  • Preparing for a successful delivery

  • To successfully deliver your Managed LAN Services, there are some activities that must be completed by both Verizon and you. Our goal is to keep you informed and aware of all the steps.

    Verizon Steps

    Verizon will take the following actions to provide a smooth implementation of your Managed LAN Services:

    • Your MSPM will provide you with their contact details, and other information associated with your Managed LAN Services order.

    Note: You will also receive the full contact details for your Order Manager, Design Engineer, Implementation Engineer, and any other relevant Verizon contacts.

    • MSPM will schedule a Customer Kickoff Call/Order Verification Call with you and other Verizon team members.
    • Upon successful submission of your Managed LAN Services order, your MSPM would be your lead contact for the project to provide weekly status calls and as needed communications.
    • MSPM will arrange the Customer Kickoff Call/Order Verification Call with you, your Order Manager, Design Engineer or Solution Architect, and the Implementation Engineer to help develop your Engineering Design Document (i.e. IP Address plan, etc.).
    • After the kickoff call, the Design Engineer documents the details, the service needs, and sends the Engineering Design Document to you for approval. When approved, then Design Engineer starts to work on design, documentation and configurations.
    • Confirmation of your schedule implementation timeline with your MSPM and the Design Engineer.
    • MSPM will coordinate all project components from start to finish as part of the service:
    • Examples:
      • Verizon will project manage (through your MSPM) the staging, configuring and installation of your switches purchased from Verizon at your facility.
      • Coordinate 3rd parties as necessary
    • Submit Letter of Authorization (LOA) for finalization of your managed services. Also may be referred to as Letter of Agency (not Applicable if Monitor and Notify Class of service is selected).

    Note: Ask your Verizon Account Team for details on how to properly fill this out.

    • Provide periodic updates on the progress surrounding the Managed LAN Services implementation.
    • Notify you in advance of any system maintenance and/or Telco work that could impact your installation schedule.
    • Advise via “handoff” email from your MSPM once the network is under “managed” status and billable.
    • After your site is under management, the Verizon Network Operations Center assumes the responsibility of your network services.

    Customer Steps

    The following steps on your part will also lead to a successful and timely delivery of your Managed LAN Services:

    • Attend the Customer Kickoff Call/Order Verification Call. Your Managed LAN Services order is unable to move forward without your attendance on this call.
      • Verify your site specific information prior to Verizon submitting the order. This confirms orders comply with your site requirements. The correct site address information should be supplied.
      • Provide information as requested by your MSPM, Design Engineer, and/or Implementation Engineer.
    • Begin to assemble details for the areas to be requested within your Engineering Design Document.

    Customer action

    To speed up the process, you should have ready all of the information needed for your Engineering Design Document before this call. The primary items needed for the Engineering Design Document are found later on within this welcome kit.

    • Review and approve your organization’s Engineering Design Document
      • Provide all information necessary to implement the service and be able to work with the Verizon installation engineer for information like the IP Address plan. Verizon needs to understand the IP addresses associated with your Managed LAN Services plan.

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

    • If needed, prepare your site for installation (as outlined below).

    Customer action

    As an example, upon notification by Verizon of the Telco tentative dispatch date, you should ensure each local contact will be onsite for the installation and knows about the pending order. If the local contact will be unavailable, an alternate contact must be provided to avoid a reschedule and missed appointment.
    Instruct the local contact(s) to direct the Local Exchange Carrier (LEC) technician to the location where the circuit demarcation (Telco Closet) is to be placed and advise them if the demarcation must be extended other points within the building.

    • Notify Verizon as far in advance as possible of any times during which activations or installations may not be scheduled so as to not impact your delivery schedule.
    • If a change to the established activation/installation date is required, communicate those changes as soon as possible to your MSPM.
    • Inform Verizon of any networking changes (your facility, 3rd party changes, etc.) that are relevant to your Managed LAN Services.

    Customer Kickoff Call/Order Verification Call

    The Customer Kickoff Call/Order Verification Call is the first gathering set up by your MSPM after your Managed LAN Services contract has been signed. The call would consist of:

    • Verizon Managed LAN Services team introductions, roles, and responsibilities
    • Expectations of Verizon and your organization
    • Validate the project scope and services
    • Discuss timelines and deliverables
    • Next steps

    Note: The Customer Kickoff Call/Order Verification Call is for the complete Managed LAN Services order and not for each individual location covered under the order. Your Managed LAN Services order is unable to move forward without your attendance on this call.

    Your MSPM will provide you with the due dates for the activation/installation of the services handled by Verizon through your Managed LAN Services. These are the dates Verizon will be ready to activate/install your service(s).

    Customer action

    It is your responsibility to have a local contact to be present on the due dates provided to avoid re-scheduling and potential service downtime.

    Note: Your MSPM will be your primary point of contact moving forward until the completion of your Managed LAN Services.

  • Installation

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  • Verizon-performed Installations

    As a part of your Managed LAN Services with Verizon, installations may be required for the services you need. If you choose to use Verizon for your installation needs, note the following steps will occur.

    • Your MSPM will coordinate Verizon installation dates with you and/or your local contact for your Managed LAN Services.
    • If needed, a pre-installation survey may occur before the actual installation (depending on the product).
    • Verizon will dispatch the installation team(s) for the service to your location(s).
  • Customer action

    The local contact must ensure technicians have access to all on-premises wiring and space locations.

    Note: After hours fees may apply. Please review your contract for details on these charges.

    • Post-installation, Verizon will verify the network service is provisioned and will send information that the service is complete.

    Note: Only installation services purchased through Verizon would be coordinated by your MSPM. Any delays with outside vendor services associated with your Managed LAN Services may impact the timing of the management of your services.

    Customer action

    After implementing your Managed LAN Services, any new services may have to go through the contracting process. Ask your Verizon Account Team for more details.

    3rd Party/Self-installations

    If you choose to have your installations performed by a 3rd party or through your internal means, it is your responsibility to provide any updates or details to the MSPM.

    Note: Only installation services purchased through Verizon would be coordinated by your MSPM.

  • Business continuity plan

  • Service disruptions can hurt a company's bottom line and compromise an organization's mission. The economic and reputational imperatives of the current market have shifted the discussion from IT disaster recovery to an enterprise-wide business continuity focus.

    Organizations of all sizes and industry types should have ongoing, enterprise-wide Business Continuity (BC) Programs that develop, prepare and exercise the various areas of continuity from critical business processes to IT service availabilities. The Business Continuity Program should address areas such as Emergency Response, Impact Analysis, Business Continuity Plans, Disaster Recovery Plans, Supplier Plans, Exercises, and ongoing BC program management.  

    The goals of today’s most relevant Business Continuity Programs are those providing organizations with an enterprise-wide business continuity focus, that not only includes strategizing and planning for IT service availability and disaster recovery, but addresses the ability to manage all areas of critical and continuity activities of the program to help prepare and mitigate the impact from ever-increasing risks threatening to interrupt organizations’ critical processes.

    Key criteria your organization should consider when creating a relevant, enterprise-wide Business Continuity Program to help protect your business critical information and processes

    • The Executive Team has established enterprise-wide business continuity objectives
    • The BC Program is
      • Enterprise-wide, and extends beyond the IT department
      • Part of the organization’s annual operational budget
      • An on-going, steady-state operation of the business
    • Regular assessments and reviews to validate business recovery requirements, priorities capabilities and compliance requirements
    • IT Service strategies and recovery solutions to maintain effective service resiliency and availability align to the business requirements
    • Appropriate emergency response, business continuity, communications and disaster recovery plans are designed and developed to provide proper guidance during an event
    • Regular BC Program maintenance is being performed to manage the program changes
      • Determine if you can/will manage the BC Program internally, or using a BC partner
      • If a BC partner, determine those with the best capabilities to manage your organization’s size and needs
      • Confirm the group or persons managing your BC Program is qualified, they have references, ISO accreditations and BC certifications
    • Annual exercises and tests are performed before an event happens, validating your plans effectiveness
    • Develop clear and simple methods, policies and procedures to follow
    • Keep all resources properly trained
    • Once the event is over, you should have a plan in place to bring your business back to normal operations

    Verizon can help you with your Business Continuity planning needs

    Verizon's portfolio of Business Continuity Consulting, Planning and Management help reduce the risk and impact from a disruption by providing enterprise-wide Business Continuity Programs that generate strategic solutions, formulate plans and manage program preparations to provide effective continuity measures should an unavoidable crisis occur.

    With the Verizon Business Continuity Management portfolio of consulting services and programs, we help our customers to effectively prepare and maintain continuity during planned and unplanned events to help reduce the risk and impact from disruptions. Please contact your Verizon account team for further assistance.

  • Manage your account with the Verizon Enterprise Center

  • Easily Manage your Services Online

    The Verizon Enterprise Center makes it easy for you to monitor, manage, analyze and optimize your Verizon products and services online. Available seamlessly between desktop, tablet and smartphone – you can act on your crucial data wherever your work takes you.

  • Managed LAN Services options

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  • Network Engineering

    With Network Engineering, Verizon provides additional reporting, analysis, engineering planning, design, and change-management support services. The Network Engineering service option is typically used for larger networks, i.e. with 20+ managed devices under Full Management.

    Network Analysis

    With Network Analysis, Verizon will provide monthly network analysis reporting, including interactive monthly calls to review that reporting, starting 60-90 days after installation. The Network Analysis service option is typically used for larger networks, i.e. with 20+ managed devices.

  • Port Monitoring

    Verizon provides monitoring of the switch ports is available as service option to the customer. With Port Monitoring, a limited amount of switch ports is monitored, dependent on the size of the switch. Port Monitoring is only available for switches under the Full Management network management service level.

    Wired Assessment

    Where required and at an additional charge, Verizon can provide a wired assessment. The wired site assessment determines whether your facilities are suitable with respect to environmental conditions (e.g., temperature, humidity, availability equipment cabinets/racks/closets), the availability of an appropriate power source, and the need for any additional inside wiring.

  • Reporting and tools

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  • Verizon integrates technology from industry-leading vendors to provide network performance reporting capabilities in its Managed Network Solutions (MNS) portfolio so you can baseline your network, quickly identify problems, optimize performance, control costs, and perform network planning.

    These automated reporting and analysis tools continuously select and gather key data from network devices. This information is then used to monitor and evaluate performance and determine performance trends that may signal potential trouble areas requiring modification of network usage, traffic re-prioritization, or potentially a new network design.

  • As your requirements, applications, and network usage changes, performance-reporting tools enable continuous evaluation of the network and critical adjustments to fine-tune performance and control costs.

    WAN Analysis

    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.

    Cisco Meraki Dashboard

    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.

    The Cisco Meraki Dashboard provides reports such as the “Clients Report”, which what devices have connected to the network, and provides usage information, OS information and what applications have been used.

    Another report that is available in the Cisco Meraki Dashboard is the Summary Report. The Summary Report is provides a summary of usage information across the overall network.

    It shows what managed devices are used most, what clients have consumed most bandwidth on the network, what managed device models are used most, what applications are consuming most bandwidth, what client device manufacturers are consuming most bandwidth, what operating systems are seen most on the network by usage, the switch Ethernet Power rate over time and the top switches by power usage.

    The dashboard also provides a function to run a report on the PCI compliance status of the network. This report provides recommendations to make sure that the Cisco Meraki-based network is PCI compliant.

  • Managed Device Value-Added Features

  • There are several value-added features available with your Managed LAN Service.

    Note: Not all options are available on every device or platform, and additional fees may apply. Ask your Verizon Account Team for more details.

    Your Design Engineer or your Implementation Engineer will inform you during the Customer Kickoff Call/Order Verification Call how Verizon provides configuration, implementation, administration, monitoring, support, and reporting (if applicable) for your Managed Device features.

    Note: Verizon will manage only those devices that meet its certification criteria. Contact your Verizon Account Team to see the devices included with your Managed LAN Service.

    Routing Feature

    With Routing Support, Verizon will manage the configuration of intra-LAN (layer 3) routing protocols for those switches that support it.

    Wireless LAN Controller Management Features

    This feature is available as a module that provides for Wireless LAN Controller management capabilities. This feature requires other sites in your network to have compatible access point CPE. You may request modifications to Wireless LAN configurations via the standard Change Management process.

  • Network Operations Center (NOC)

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  • Upon successfully completing the requirements of your Managed LAN Services, your network services will be handed off to the Verizon Network Operations Center (NOC).

    Your MSPM/APAC OM will send a “handoff” email to you and anyone else you designate within your organization. The email will:

    • Confirm your network is officially under management
    • Provide you with points of contact
    • Explain the process to report in-scope and out-of-scope network changes
  • Customer action

    If you do not receive a handoff email from your MSPM, please contact your MSPM directly to determine the timing of the transition of your network services to the NOC.

    The NOC performs automatic alarm detection, fault isolation, trouble-ticket generation, event and maintenance correlation, customer notification and updating, in many cases without the manual intervention of network support staff. The NOC also provides deep visibility into the circuits and equipment that make up your network to help more effectively manage your services.

    The NOC monitors your networks through a combination of Simple Network Management Protocol (SNMP) polling/traps, Application Programming Interface (API) polling, Internet Control Message Protocol (ICMP) pings, and SYSLOG messages from devices.

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

Fault Management +
  • 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.

Configuration/Change Management +
  • 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.

Performance Management +
  • 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 +
  • 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.

Escalation Guidelines +
  • 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 Network Maintenance +
  • 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.

Customer Network Maintenance +
  • 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.

  • Training and service contact information

  • 10 training and service contact information 300x227
  • Training

    The Customer Learning Portal provides Verizon Business customers with training and resources for products, systems, and tools. To access the Customer Learning Portal, please go to https://customertraining.verizon.com.

Service Contact Information

The matrix below will provide you with the contact information you would need to view or make changes to your account information.

  • Service issue

    Repair - Virtual network services

    Repair- Virtual network services-WAN analysis

    Global change management

  • Be prepared with the following information:

    MNS (Managed Network Service) or VNS identifier

    (e.g. Cxxxxx or custdns-location-sof#-e00x)

     

    Verizon enterprise center portal

    Verizon Enterprise Center Link

     

    Service team

    Contact Assigned Service Team or subscribe to Premium Client Services (PCS)

  • Call

    800-444-1111 (24 x 7).

     

    Verizon enterprise center live chat

    Verizon enterprise center link – Chat (available under “Support” > “Contact us & Send feedback”)

     

    Account team

    Contact assigned account team

  • Service issue

    Maintenance notification

  • Be prepared with the following information:

    MNS (Managed Network Service) or VNS identifier

    (e.g. Cxxxxx or custdns-location-sof#-e00x)

     

    Verizon enterprise center portal

    Verizon Enterprise Center Link

     

    Service team

    Contact Assigned Service Team or subscribe to Premium Client Services (PCS)

  • Call

    800-444-1111 (24 x 7).

     

    Verizon enterprise center live chat

    Verizon enterprise center link – Chat (available under “Support” > “Contact us & Send feedback”)

     

    Account team

    Contact assigned account team

  • Service issue

    Verizon enterprise center tools and training

  • Verizon enterprise center portal

    Verizon Enterprise Center Link

     

    Service team

    Contact Assigned Service Team or subscribe to Premium Client Services (PCS)

  • Call

    800-444-1111 (24 x 7).

     

    Account team

    Contact assigned account team

  • Service issue

    Billing

  • Be prepared with the following information:

    MNS (Managed Network Service) or VNS identifier

    (e.g. Cxxxxx or custdns-location-sof#-e00x)

     

    Verizon enterprise center portal

    Verizon Enterprise Center Link

     

    Service team

    Contact Assigned Service Team or subscribe to Premium Client Services (PCS)

  • Call

    800-444-1111 (24 x 7).

     

    Verizon enterprise center live chat

    Verizon enterprise center link – Chat (available under “Support” > “Contact us & Send feedback”)

     

    Account team

    Contact assigned account team

  • Service issue

    Order

  • Be prepared with the following information:

    MNS (Managed Network Service) or VNS identifier

    (e.g. Cxxxxx or custdns-location-sof#-e00x)

     

    Verizon enterprise center portal

    Verizon Enterprise Center Link

     

    Service team

    Contact Assigned Service Team or subscribe to Premium Client Services (PCS)

  • Call

    800-444-1111 (24 x 7).

     

    Verizon enterprise center live chat

    Verizon enterprise center link – Chat (available under “Support” > “Contact us & Send feedback”)

     

    Account team

    Contact assigned account team

  • Frequently asked questions

What service levels are available with Managed LAN? +
  • 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.

Why do I need to have an Out of Band (OOB) connection? +
  • 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.
What is the Customer Kickoff Call/Order Verification Call and why do I need to attend? +
  • 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.

When will my service be activated / installed? +
  • 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.

What might trigger an “alarm” within my managed network? +
  • 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. 

What is Global Change Management (GCM)? +
  • 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

What is Network Discovery Service? +
  • 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.

Can I access Verizon Enterprise Center from a mobile device? +
  • 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, and Verizon portals for a unified mobile experience.

    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 4 or higher that have a 7.x iOS version in the U.S. on any carrier or Wi-Fi network
    • Google Play: Selected devices using an operating system of Android 4.1 or higher in the U.S. and using the Verizon 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 functionality will be the same as the smartphone app, supporting key business functions that vary by the users’ portal and permissions.

    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. Verizon portal users can access key business functions from the smartphone app or tablet browser-based app.

What do I do if I need to change something with my service? +
  • 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.

Where do I go to place a new order? +
  • 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.

If I think my network is down, how do I verify Verizon is working the issue? +
  • 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.

Do you manage security services? +
  • 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.

Are there fees for any after-hours work with my 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.

My applications are running slowly – do I open a ticket? +
  • 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.

How do I know when my network needs to be upgraded? +
  • 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.

Where can I get help collecting, analyzing and understanding my network performance data? +
  • 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.

Does Verizon provide any other Managed Services? +
  • 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.

Does Verizon provide any professional services to help with our in house needs? +
  • 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.

Where can I get help maintaining, updating, changing and designing my network infrastructure? +
  • 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.

When does the billing of the Managed LAN Services begin? +
  • 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).

Who do I contact for billing? +
    • 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.

Services and/or features are not available in all countries/locations, and may be procured from in-country providers in select countries. We continue to expand our service availability around the world. Please consult your Verizon representative for service availability. Contact us.