Managed Session Border Devices

Service Attachment

 

 

I.    Service Description.  Managed Session Border Devices Service (“Managed SBD”) is available to customers who subscribe to Verizon Managed WAN Service.  Managed SBD provides session border design for, and configuration, activation, monitoring, and management of designated session border devices (“CPE” or “Managed Device”) as further described below.  Customer may choose one of three service levels:

(1) Managed SBD Monitor and Notify;

(2) Managed SBD Physical; or

(3) Managed SBD Full.

            Additionally, Verizon provides two implementation options to start Managed SBD at each site – Managed Implementation or Managed Take-Over. 

 

1.   Change Management; Service Management Levels.  For all service management levels, Customer is responsible for trouble isolation, diagnostics, and repair and maintenance dispatch of associated downstream attached devices (e.g. cabling, servers, non-managed switches, firewalls, and personal computers).  Customer is responsible for the management of all equipment connected to Managed Devices that are out of the scope of the Managed SBD Service and for management of software licenses associated with Managed Devices.  Customer will provide Verizon with the SNMP “Read Access Community String” for all Verizon-monitored Managed Devices.  Customer is responsible for making and managing changes to its WAN network and any routine maintenance of Managed Devices, including any changes to and maintenance of applicable software licenses.  Customer shall inform Verizon of any changes to its network that affects network monitoring, including but not limited to removing Managed Devices from service.

 

1.1    Managed SBD Monitor and Notify.  Managed SBD Monitor and Notify includes the following services: 

1.1.1     Monitoring. Verizon will proactively monitor all Customer-designated Managed Devices 24 hours a day, seven days a week via use of the simple network management protocol (“SNMP”) and internet control message protocol (“ICMP” – commonly referred to as a “ping”) for status and error conditions (e.g., SNMP trap messages).

 

1.1.2     Notification.  Verizon will provide fault notification for Customer’s Managed Devices, Verizon’s data networking circuit(s), as applicable, and Verizon’s VoIP Service, if applicable.  Verizon’s network operation center (“NOC”) will create a trouble ticket and attempt to notify Customer’s designated point of contact within 15 minutes of Verizon’s determination of a service failure affecting Managed Devices and/or Verizon’s data networking circuit(s).  Verizon will attempt to notify the Customer’s designated point of contact via e-mail or automated phone message at Verizon’s option.  Issues determined by the NOC arising from Customer’s Verizon VoIP Service, if applicable, will be identified as such to Customer, who will be responsible for resolution.  Meanwhile, Verizon will retain the open ticket and monitor it until the issue is resolved by Customer. 

 

1.1.3     Standard Reporting. Verizon will provide multiple optional reporting services using an automated reporting and analysis tool that selects and condenses the management information base (“MIB”) data into graphical reports available on demand via an Internet web-site.  All SBD-related reports and information are for Customer’s informational purposes only and may not form the basis for service level agreement claims. Customer agrees that such reports are Verizon’s confidential information.

 

1.1.4     Managed Services Portal. The managed services portal (Verizon Enterprise Center or other website provided by Verizon from time to time – “VEC”) is an Internet web portal that provides a secure, scalable, consolidated view of Customer network information 24 hours a day, seven days a week. The VEC provides real time access to project status, contact information, and information about Managed Devices.  Customer is limited to 10 individual user accounts and is responsible for ensuring that all users understand and comply with Verizon’s confidentiality requirements.

 

1.1.5     Monitor and Notify Service – Configuration Back-up.  Customer is responsible for backing up its Managed Device configurations.

 

1.2    Managed SBD Physical.  In addition to the services provided with Managed SBD Monitor and Notify, Managed SBD Physical includes the following:

 

1.2.1     ISDN Dial Backup Design, Implementation, Testing, and Fault Isolation Services. Verizon provides ISDN dial backup design, implementation, testing, and fault isolation services upon Customer’s request.  Where ISDN is not available, Verizon will provide an analog dial backup design, if applicable. Customer is responsible to arrange for the provisioning of ISDN basic rate interface (“BRI”) lines or analog lines as necessary.  Verizon testing is limited to non-intrusive testing of Customer’s backup solution.

 

1.2.2     Design Services.  Verizon will provide a consultant who will create a Customer design document (“engineering design document” or “EDD”) based on a written “site implementation design” (“SID”) agreed to by Customer.  The EDD will describe Customer’s SBD design and related network components based on the requirements in the SID.  Verizon will activate, monitor, and manage Customer’s SBD as described in the SID.

 

1.2.3     Monitoring and Management. The NOC provides physical fault detection, isolation, and monitoring services for Managed Devices.  Coverage is 24 hours per day, seven days per week.  Physical faults will be resolved by Verizon – in concert with the third-party maintenance provider, where applicable –  whether due to Verizon, Customer, or third-party issues.  Managed Device logical faults are Customer’s responsibility.  To enable Verizon’s resolution of physical faults, Customer will inform Verizon of such physical faults after Customer has completed its logical troubleshooting.

 

1.2.4     Change Management Activities. Change management activities – initiated by Customer via the VEC – with respect to the following items are included within the Managed SBD MRC:

·        Managed Device configuration copies.

·        Terminal access controller access control system (“TACACS”)

 

1.2.5     Customer Responsibilities for Physical Service. Customer is responsible for providing out-of-band (“OOB”) access to Managed Devices for Verizon troubleshooting purposes.  Customer also is responsible for providing Verizon with read access to the configuration of affected Managed Devices.  Customer is responsible for management of any software licenses associated with Managed Devices.  Upon Customer’s request, Verizon will automatically backup Managed Device configurations, provided however, that Customer must provide Verizon the SNMP read community string to the affected Managed Devices.  Customer will inform Verizon of physical faults once it has completed its logical troubleshooting if Verizon is maintenance provider for Customer’s CPE.

 

1.3    Managed SBD Full.  In addition to the services provided with Managed SBD Physical, Managed SBD Full includes the following:

 

1.3.1     ISDN and Dial Backup Design, Implementation, Testing, and Fault Isolation Services.  Upon Customer’s request, Verizon will test Customer’s backup solution, including, without limitation, intrusive testing (i.e., taking the circuit down to test).  ISDN Dial Backup is a dial-around alternative that offers up to 128k ISDN backup for secondary access to Customer’s Managed Devices in the event of a primary network failure (but does not apply to Internet transport).

 

1.3.2     Monitoring and Management.  The NOC provides physical fault detection, isolation, and monitoring services for Managed Devices.  Coverage is 24 hours per day, seven days per week.  With Customer’s cooperation, Verizon will resolve physical and logical faults arising from the Managed Devices.   Verizon may resolve the fault condition remotely or by dispatching a technician to Customer’s site, at Verizon’s option.  Management of Managed Devices includes manage­ment of applicable software licenses that may be configured on Managed Devices.

 

Verizon will monitor and manage the health of certain session border devices (including, as applicable, router, server, and session border controller (“SBC”)) and certain router- or SBC-based VoIP functions (including voice gateway functions) pursuant to the Managed SBD EDD  Verizon will not manage or monitor VoIP Service devices (e.g., phones).

 

1.3.3     Change Management Activities. The following change management activities are provided at no additional charge:

 

SBD Application License Installation

Installing additional Managed SBD application licenses for existing features.  If Customer is adding a new application with associated licenses, this should be submitted as an OCM/Engineering change.

SBD Call Routing Modify

Non-design-affecting modifications of Managed SBD entity features’ existing call routing, including, e.g., dial-peers, zone prefixes, route lists, trunk groups, translations/transformations, and routing policies.

SBD Hardware Resource Modify

Non-design-affecting modifications of the existing Session/Network Border Controller elements for management, circuit switch, packet switch, and other supporting feature cards or software.

SBD Media Resource Modify

Non-design-affecting modifications of the Session/Network Border Controller entity/features’ existing Media Resources, including, e.g.,  packet service profiles, conference bridge, media termination point, transcoder and music/tone on hold.

SBD OS/Application Release Modify

Non-design-affecting modifications of the existing Session/Network Border Controller elements for OS or Application maintenance release or patch.

Dial Peer Maintenance

 

Simple (non-design-affecting) modification of dial peer information (e.g., call routing information on the VoIP CPE Elements).

 

2.   Implementation Options

 

2.1    Managed Implementation.  Managed Implementation brings a new Customer-managed SBD device online and under Verizon management.  Managed Implementation begins after Customer’s requirements have been gathered and the design activities have been completed.  Verizon provides support for the planning, system engineering and overall project management of a new network including without limitation:

 

·        collection of system, application and end-user requirements;

·        creation of the overall project plan including system design and equipment configuration;

·        implementation of the overall project plan; and

·        network site installation and acceptance.

 

Verizon will provide Managed Implementation on a per-project basis in accordance with the SID. 

 

2.2    Managed Take-Over. For Customers selecting Managed Take-Over, Verizon will review, optimize, or take over management of Customer’s existing SBD in two steps – due diligence and impact assessment.

 

2.2.1     Due Diligence. Due diligence involves collecting and analyzing the logical and physical characteristics for the existing Customer SBD, including related equipment, software licenses, or assets.  All SBD and related network, PBX, or unified communications (“UC”) data must be provided by Customer, including but not limited to Customer interviews, Customer-provided network, PBX and UC diagrams, and site-specific information. Upon Customer request, due diligence may include Device and Network Discovery, as defined below.

 

2.2.2     Impact Assessment. The Managed Takeover Statement of Requirements (“SOR”) is produced by Verizon in cooperation with the Customer on a per-project basis. The Managed Takeover SOR provides (i) an inventory of the Customer’s network, PBX, and UC services; (ii) identifies any physical/logical activities required to bring the SBD under management by Verizon, and (iii) identifies any associated costs to Customer to upgrade the devices or network necessary to bring the SBD under management.  

 

2.2.3     Device and Network Discovery.  At Customer’s request, Verizon will undertake “Device and Network Discovery” of Customer’s CPE.  Verizon will run CPE-discovery software on Customer’s network to collect information about the CPE connected to that network, including without limitation, its manufacturer, age, current software, configuration, and similar information (“CPE Data”).

 

2.2.3.1     Customer will provide Verizon with the information needed to determine the proper scope of the Network Discovery.  Customer is responsible for providing Verizon with accurate information about that scope, represents that it has all necessary authority to have Verizon undertake the Network Discovery requested hereunder, and will indemnify Verizon and its employees, affiliates, and agents against any liability if it does not.  Network Discovery is not guaranteed to be comprehensive or error-free.  COMPANY MAKES NO WARRANTIES, EXPRESS OR IMPLIED, REGARDING NETWORK DISCOVERY.

 

2.2.3.2     Verizon reserves the right to stop or withhold from performing Network Discovery, at its sole discretion.  Customer’s sole remedy for any failure, inadequacy, or other problem of Network Discovery upon Verizon’s completion of Network Discovery is to request that Verizon re-perform it.

 

 

II.   Features And Options.  Managed SBD offers the following options:

 

1.      Changing Levels of Service.  Customer can request a change to the Service Management Level (Monitor and Notify, Physical, Full) for a Managed Device or a group of Managed Devices up to two times per calendar year, and such changes will be implemented subject to Verizon’s approval.  Customer may elect to downgrade the Service Management Level (Physical to Monitor and Notify, Full to Monitor and Notify, or Full to Physical) of all of its SBD Managed Devices without additional cost.  However, there is a charge per Managed Device for individual Managed Device downgrades and for upgrades in Service Management Level.

 

2.   Optional Reporting. In addition to Standard Reporting, Customer may order the additional reporting capabilities described below. Verizon will verify that Customer’s Managed Devices are capable of providing the ordered Optional Reporting option prior to installation of such option.  Any remediation required to provide Optional Reporting will be at Customer’s choice and expense.

 

2.1    Threshold Proactive Performance (“PPM”) Monitoring.  Threshold PPM Monitoring provides analysis of Managed SBD performance against Verizon-predefined thresholds for standard performance.  Performance-related threshold alerts from the Managed Devices result in automatic trouble ticket generation to the NOC.  No additional graphical reports are provided.

 

2.2    Customer Device-Accessible Reporting.  Certain Managed Devices may provide options for local connectivity (e.g., local administrator user login) that enable additional reporting.  This reporting may include device performance metrics and UC or VoIP-related metrics such as call performance or call quality.  Verizon will work with Customer to establish secure local access to reports.

 

3.   Managed Device Enhanced Features.  At the Full Service Management Level, Verizon provides configuration, implementation, administration, monitoring, support, and reporting (if applicable) for the Managed Device features selected by Customer at install or from time to time as part of the overall management provided with Managed SBD.  Unless otherwise noted, the features are provided as an embedded operating service feature.  The selected feature is operational upon NOC acceptance of the Managed Device feature for management. Verizon will provide relevant software patches and upgrades as provided by the Managed Device manufacturer from time to time for installation during a scheduled maintenance period.

 

4.   Optional Change Management.  Optional Change Management (“OCM”) provides additional remote change management support for Verizon’s Managed SBD Services.  Customers are charged a fixed price per request, per Managed Device. Customer can order specific OCM activities through the Verizon Customer Portal. The Verizon Customer Portal and the Rates and Charges section for Managed WAN in the Guide provides detailed information for each pricing level of OCM.

 

5.   Professional Services

 

5.1    Provisioning.  At the Full Service Management Level, upon Customer’s order and at additional charge, Verizon will provide ongoing Professional Services (“PS”) comprised of ongoing planning and engineering activities involving the operation of Managed Devices, as further described below in this Section.  PS is available only during Business Days.  As PS charges only cover the engineering services described below, physical changes to Managed Devices requested by Customer and performed by Verizon will result in additional related charges to Customer.

 

5.1.1     Design Optimization and Capacity Planning

 

·      Verizon will review certain information with Customer, including, for example (i) the performance of Managed Devices, (ii) recommended scalability options, (iii) logical addressing, (iv) redundancy, and (v) logical and physical capacity of Managed Devices.

·      Verizon will review Verizon performance reports provided as part of Managed SBD and make design or configuration recommendations that may be performed by Verizon at Customer’s expense.

·      Verizon will provide engineering support for proof of concept prototyping and testing of Managed Device designs and capacity plans.

 

5.1.2     Strategic Planning and Design

 

·      Verizon will provide technical advice regarding Managed Devices; implementing such advice will be subject to Customer’s use of OCM activities or the creation of a PS Statement of Work (“SOW”), as applicable.

·      Upon Customer’s request, Verizon will assess Managed Devices and evaluate the benefit and compatibility of new software or hardware releases consistent with Customer’s current architecture.

·      Verizon will plan and recommend end-of-life remediation for Managed Devices.

·      As part of OCM activities, Verizon will review Managed Device design architecture against Customer’s on-going UC and VoIP requirements.

·      Verizon will evaluate new technology changes and recommend technology upgrades for Managed Devices.  Recommendations and evaluations are limited to features and services requested or required by Customer.  Any additional or changed hardware or software will be provided at additional cost.

·      Verizon will conduct an annual formal technology assessment on the Managed Devices that are part of the PS-supported architecture, and will provide an overview of the findings to Customer via a conference call.  Upon Customer’s request and its expense, and at Verizon’s discretion, the annual formal technology assessment may be accomplished face-to-face.

 

5.1.3     Support Services

 

·      Verizon will work on issues for Managed Devices related to operating system vulnerability checks, including operating system upgrades to eliminate known vulnerabilities.

·      Verizon will provide engineering and technical support for Managed Devices for problem resolution of design-related issues identified by Verizon engineers or, if escalation to the Managed Device manufacturer is required, by technical support for the manufacturer of the Managed Device.

 

5.1.4     Network Documentation Maintenance. Verizon will update the data network as-built documentation and EDD consistent with major in-scope adds/moves/ changes to Managed Devices.

 

5.1.5     SBD Change Management Support

 

·      Verizon will attend OCM technical meetings via conference call.

·      Verizon will design and implement changes on Managed Devices based on Customer’s request and requirements, and recommend design changes to correct a Managed Device fault or problem arising from Customer-initiated eventsSuch changes will be at Customer’s cost.

·      Verizon will work with Customer to define requirements, and design, document, and implement changes on Managed Devices.  

·      Changes will be supported for an additional OCM or SOW cost.

 

5.2    Out-Of-Scope Services.  Additional or expanded functions and scope beyond PS services may be addressed as a custom service or by other Verizon services.

 

5.3    PS Service Disclaimer.  Notwithstanding any Verizon recommendation, referral, or introduction (collectively “Recommendations”), Customer is responsible to independently investigate and test Recommendations including, without limitation, Recommendations related to Verizon or third-party products and services.  Customer will have sole responsibility for determining suitability for use of any Recommendations.  Verizon has no liability with respect to claims related to or arising from Customer’s acceptance or selection of Recommendations, or non-selection thereof, including the use of or decision not to use third-party products and services.

 

6.   Wireless OOB.   Where available, and at Verizon’s discretion, Verizon will provide Wireless OOB service for Managed Devices upon Customer’s order.  Verizon will maintain Wireless OOB in good working condition at all times during the Service Commitment. If such Wireless OOB fails to operate, and such failure is not due to the act or omission of Customer, such failure will not void the Managed SBD SLAs (see below). Wireless OOB service shall not be used for any purpose other than for out–of-band management by Verizon.  Disconnecting Wireless OOB voids the affected Managed SBD SLA.  Customer is responsible for any call charges incurred for purposes other than for Verizon OOB management.

 

 

III.  Rates and Charges.  Customer will pay monthly recurring charges (“MRCs”) and non-recurring charges (“NRCs”) for Managed SBD, as set forth below.

 

               CPE Elements

 

Managed Devices

(see description below)

Service Management Level

MRC Per Device

Small

Full Management

$350

Physical Management

$300

Monitor & Notify

$200

Medium

Full Management

$400

Physical Management

$350

Monitor & Notify

$250

Large

Full Management

$600

Physical Management

$550

Monitor & Notify

$400

 

1.   Standard and Nonstandard Managed Devices.  Standard Managed Devices are listed below.  Managed Devices not identified here are “nonstandard CPE.”  Verizon may limit or restrict the Managed SBD services that it provides for nonstandard CPE.

 

·        Managed Devices – Small

Sonus:  SBC1000, SBC2000

 

·        Managed Devices – Medium

      Acme Packet/Oracle:  38xx Series

      Sonus:  SBC51x0 Series

 

·        Managed Devices – Large

      Acme Packet/Oracle – 42xx and 45xx Series

                  Sonus – SBC52x0 Series

 

2.   Non-Recurring Charges.  The following NRCs will be charged upon a new site installation (“New Install”), a new or additional Managed Device deployment to an existing site (“Add Entity”), or a Dial Peer Upgrade/Downgrade.

 

Invoice Description

NRC per Device

New Install or Managed Takeover /Add Entity

$850

Dial Peer Upgrade/Downgrade

[This is a complex (design-affecting) Change Management Activity addressing the modification of dial peer information.]

$350

 

 

IV.  Terms And Conditions. In addition to the Online Master Terms - Terms and Conditions of Service, the following terms and conditions apply.

 

1.   Customer Responsibilities.  In addition to Customer responsibilities described above, Customer is responsible for the following:

 

1.1    Information and Access Requests. Upon request, Customer must provide information to Verizon or its “Designees” (its subcontractors or its designated point of contact) that is reasonably necessary or useful for Verizon to perform its obligations.  In addition, upon request, Customer will provide Verizon or its Designees with access to Customer facilities, installation sites, and equipment as reasonably necessary or useful for Verizon to perform its obligations hereunder.

 

1.2    Licenses. Customer must obtain any necessary permits, licenses, variances, and/or other authorizations required by state and local jurisdictions for installation and operation of the CPE on Customer’s premises.

 

1.3    Building Space. Customer must provide adequate building space, circuitry, facility wiring, temperature regulation, humidity, and power to comply with the standards established by the manufacturer of the CPE for proper installation and operation of Managed SBD.

 

1.4    Out-of-Band (“OOB”) Access. Out-of-band access is required for SBD Physical and SBD Full Physical Service Management Levels.  Customer must provide and install at its cost either a dedicated, analog telephone connection or indirect cable access (e.g., a terminal server) for use by each OOB modem for troubleshooting issues associated with SBD Physical or SBD Full Service Management Levels.  The analog telephone connection must maintain a minimum 9600 bits per second connection rate for site level SLAs to apply.

 

1.5    Supported Devices and Applications. Only Verizon-certified devices and applications are supported under Managed SBD, and each must be configured pursuant to Customer’s SOR.

 

1.6    Physical Verification of Managed Devices.  Upon Verizon’s reasonable request, Customer will assist in troubleshooting Managed Devices, including reboot, reading LED light statuses where applicable, verification of equipment power, verification of cable connections, and insertion of a loopback plug.

 

1.7    Customer-Initiated Site Maintenance.  Customer shall notify Verizon via a Change Management Request of any maintenance activity (e.g., powering down the site or Managed Device, resetting equipment, re-cabling, physical equipment move) that may affect the operating status of the Managed Devices.

 

1.8    VoIP Services.  Certain Customer roles and responsibilities for its Verizon VoIP Service may be affected by Managed SBD.  The parties shall mutually work together to address such matters.  Verizon will address affected third-party VoIP Service in a commercially reasonable manner.  Customer is responsible for the following VoIP or UC-related services:

 

·      Making feature changes at the user or administrator level (such as setting up call forwarding for a phone or establishing an auto-attendant) through the VEC.

 

·      Making IP phone and IP PBX configuration changes (unless Customer is subscribed to Verizon Managed IP PBX Service).  Such changes are not provided pursuant to Managed SBD.

 

2.   Reports.  All copies of any reports, recommendations, documentation, VEC printouts, or other materials in any media form provided to Customer by Verizon is deemed to be Verizon Confidential Information.

 

3.   Services Disclaimer.  Verizon makes no warrantees, guarantees, or representations, express, or implied that (i) Managed SBD will protect Customer’s network from intrusions, viruses, Trojan horses, worms, time bombs, cancelbots or other similar harmful or destructive programming routines; (ii) any security threats and vulnerabilities will be prevented or detected; or, (iii) that the performance by Verizon of Managed SBD will render Customer’s systems invulnerable to security breaches.

 

V.   Service Level Agreement (“SLA”).  The following SLA applies to Managed SBD:

 

Managed SBD Service Level Agreement