• Managed SD WAN Services Welcome Kit

  • A successful implementation of your new Managed SD WAN Services requires your active involvement throughout the process.

    • Understand Verizon’s requirements and your responsibilities.
    • Register or login to Verizon Enterprise Center.
    • Participate in the Customer Kickoff Call/Order Verification Call with your Managed Services Project Manager (MSPM) and other Verizon team members.
    • Create inventory of applications, and complete SD WAN Inventory Template that will be used by Verizon to configure SD WAN policies on the managed devices.
    • Begin to assemble details for the areas to be requested within your Engineering Design Document.
    • Participate in any technical call(s) to help build your Engineering Design Document.
    • Participate in weekly status calls hosted by your MSPM (as needed).
    • Approve your Engineering Design Document and installation/activation timeline provided by Verizon.
    • Contact your MSPM with inquiries or for clarifications on your project as needed.
    • If needed, inquire about Verizon’s network services, be ready to perform activities in house or find a 3rd party network vendor in order to have your site ready. Also provide a signed Letter of Authorization (LOA) back to your MSPM.
    • Order the appropriate equipment for your networking purposes.
    • Ensure any additional site personnel are prepared for any service activation or installation. Site/circuit activation may require after hours involvement of your technical resources.
    • Ensure the Out of Band (OOB) circuit or Wireless Back up Private IP is present prior to the activation of service, if necessary.
    • MSPM handoff to Network Operations Center (NOC) contact for continued management of your services.
  • NOTE: Managed Services Project Manager will be referred to as “MSPM” throughout the Welcome Kit.

  • What is Managed SD WAN?

  • Verizon’s Managed SD WAN Services provide network monitoring and management functions for wide area and IP networks that include MPLS, Ethernet, Internet, and wireless services. Leveraging our extensive global network and technical expertise, Verizon’s Managed SD WAN Services allow you to focus on your core business, while controlling investment risk and providing support for challenges such as upgrades, changes, globalization, and other complex network issues.

    Managed SD WAN is not a separate product offering in the Verizon product catalog. Managed SD WAN builds upon either, the Verizon Managed WAN Service, or Virtual Network Service (VNS), by utilizing smart devices and controllers in the network to allow you to specify policies for routing critical and non-critical traffic over two or more network paths at each location. For detailed information on Managed WAN or Virtual Network Services (VNS), please contact your Verizon Account Team, or refer to the information at this link.

    Verizon’s trained staff, automated systems, and industry-standard processes give your business a world-class team to keep your network up and running. Whether a network is comprised of a handful of sites or thousands, our personnel have the experience and skills to help you control costs and operate more efficiently.

    As part of Managed WAN Services, comprehensive service capabilities include design and implementation, proactive monitoring, incident management, proactive notification, change management, and performance reporting. Additional tools such as SD WAN policy portal, and SD WAN event reporting, are also available with Managed SD WAN. Managed SD WAN Services is also backed by stringent service level agreements (SLA).

    Here is a graphic depicting a typical Managed SD WAN architecture.

    Verizon can provide Managed SD WAN Services on new networks (“Managed Implementation”) or in certain situations can take on management of existing operational networks (“Managed Takeover”) for your organization. In both cases, Managed SD WAN Services typically care for the following order elements and options:

    • Transport management (Inclusive of Access)
      • MPLS (Multiprotocol Label Switching ): Verizon Private IP and third Party MPLS network
      • Internet: Verizon Internet Dedicated and Internet Broadband Services, and third party broadband connections (i.e. Cable/ DSL/ Fios)
      • Verizon Ethernet Services:
        • Internet Dedicated Ethernet
        • Private Dedicated Ethernet
    • Wireless Services: Private and public wireless services ordered through Verizon (U.S. and international)
    • CPE (customer premise equipment) router/hardware management: Inclusive of hardware and software elements. Depending on the solution, the CPE may include purpose-built routers or “uCPE” devices loaded with appropriate Virtual Network Function (VNF) software that supports SD WAN. In both cases, the provisioning and operations support from Verizon will be similar.
    • Feature Options: As SD WAN is an option under Managed WAN or VNS, available optional features to support add-on services can also be added as necessary. Consult with your Verizon Account Team for the latest list of available options.

    SD WAN Controllers: For your SD WAN network, Verizon will deploy either premise-based or cloud-based SD WAN controllers. The design will care for these controllers and will be dependent on the underlying SD WAN vendor. For premise-based controllers, these are typically ordered along with the other SD WAN components listed above. For cloud-based controllers, the Verizon Design Engineer will provision these controllers before the first SD WAN locations are provisioned in the network.

    Your MSPM will work with you confirm your order and to begin the management process specific for your organization.

  • Steps for a Successful Delivery

  • Steps for a Successful Delivery of your Managed SD WAN Services

    To successfully deliver your Managed SD WAN 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 SD WAN Services:

    • Your MSPM will provide you with their contact details, and other information associated with your Managed SD WAN 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 SD WAN Services order, your MSPM would be your lead contact for the project to provide weekly status calls and as needed communications.
    • Verizon Account Manager will send you the SD WAN Inventory Template. The template will be used by your Verizon service delivery engineers to properly configure the managed router with the correct Managed SD WAN policies.

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

    • 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, SD WAN policy development, etc.).
    • If support is required to inventory applications and develop the correct SD WAN policies, Verizon offers support via our Professional Services organization. Contact your Verizon Account Team for more information.
    • 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 routers purchased from Verizon at your facility.
      • Provisioning and installation of circuits 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 SD WAN 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 WAN Services:

    • Attend the Customer Kickoff Call/Order Verification Call. Your Managed WAN Services order is unable to move forward without your attendence on this call.
      • Verify your site specific information and circuit 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 SD WAN Inventory Template and Engineering Design Document.

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

    • Begin to identify network applications, inventory applications that will be included in SD WAN policies, and complete the Managed SD WAN Application Inventory Template. Your Verizon Account Team will provide the matrix and instructions for completion.

    CUSTOMER ACTION: To speed up the process, you should have ready all of the information needed for the Managed SD WAN Application Inventory and Policy Creation matrix before the Engineering Design Documents are approved.

    • Submit your SD WAN Inventory Template to Verizon.

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

    • 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 SD WAN Services plan. For Private IP, Verizon would provide the IP addresses to avoid any address overlapping or confusion.
    • 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 SD WAN 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 SD WAN Services contract has been signed. The call would consist of:

    • Verizon Managed SD WAN 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 WAN Services order and not for each individual location covered under the order. Your Managed WAN Services order is unable to move forward without your attendence 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 SD WAN 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 WAN Services.

  • Your Managed SD WAN Services Team

  • Your Managed SD WAN 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 SD WAN 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. What kind of report?
    • Establish reporting procedures with you and Verizon.
    • 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

    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 SD WAN 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 SD WAN 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 SD WAN Services, you may contact your Order Manager via email or phone at any time.

    Design Engineer

    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.
    • Review your Managed SD WAN Application Inventory and Policy Creation matrix that you have completed
    • Make revisions to Engineering Design Document, as required.
    • Review IP addressing scheme & request IP Addressing allocation for secondary addressing for network management.
    • Provide activation/technical requirements template and hands project off to the Implementation Engineer.
    • Implement the necessary SD WAN controllers, either on premise or in the Verizon data center.
    • Responsible for Proof of Concept implementation (typically the hub and a few remotes), including testing of SD WAN policies as necessary.
    • Provide visibility to your network for network management (i.e., management PVCs) once the link has been provisioned.
    • After a successful Proof of Concept implementation, will provide the activation/technical requirements template and hand the project off to the Implementation Engineer.

    Implementation Engineer

    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 and Layer 1, 2, and 3 connectivity for the hardware and access.
    • Validate all necessary WAN circuits are passing IP traffic 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.
    • Testing of SD WAN policies as necessary.

    Project Engineer

    Upon successfully completing the requirements of your Managed SD WAN 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 TACACS 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

  • Preparing your site for a successful Managed SD WAN 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 WAN 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 WAN 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
    • SD WAN design considerations
    • Failover/load sharing availability
    • Multi-VRF/extranet routing details
    • Device operating system requirements
    • Routing scenarios (normal, remote, failure)
    • Multicast design
    • 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
      • 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 SD WAN 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. This site will assist you in preparing for your Managed WAN 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 SD WAN 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 SD WAN Service 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 SD WAN 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 SD WAN Services.

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

  • Installations

  • Verizon-performed Installations

    As a part of your Managed SD WAN 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 SD WAN 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 SD WAN Services may impact the timing of the management of your services.

    CUSTOMER ACTION: After implementing your Managed SD WAN 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.

  • Verizon Enterprise Center

  • Manage your account with Verizon Enterprise Center

    Verizon Enterprise Center gives you access to critical information and resources on demand from virtually anywhere, at any time. The comprehensive management tool can help you make the solutions you use work more efficiently, save time, and control costs. Also, you can carry this powerful tool with you through your mobile device or tablet*. In addition to the network management tools, Verizon Enterprise Center gives you the ability to:

    • Get an order status, 24x7, from virtually anywhere in the world.
    • Save time by viewing and resolving billing, ordering, or repair questions online.
    • Create, view, and update repair tickets without the need to make a phone call.

    Registration is easy. Click here for detailed instructions (log-in required). Or view the Verizon Enterprise Center Registration Tutorial (log-in required). You will be provided with access to online billing, repairs and ordering capabilities.

    For additional help or to obtain entitlements for usage of Verizon Enterprise Center tools, you can call Verizon Enterprise Center Support at http://www.verizonenterprise.com/ > select contact us > select country > select support.

    If you have an issue with your Managed SD WAN Service while under management through the Network Operations Center, you can open a ticket within Verizon Enterprise Center. To facilitate your submission.

    • Use the correct identifier when reporting the service ID or DNS entity name with the issue
    • Select the type of symptoms (take note, when you choose “outage”, Verizon need to test your circuit)
    • Add any other pertinent comments if you have any questions (i.e. explain any latency or errors on the circuit)

    Global Change Management

    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 SD WAN Services is only available with “Full Management” service level, and includes Standard change management (router 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.

    Note: Standard change management is included in the Monthly Recurring Charge (MRC) and the Optional change management is a Non Recurring Charge (NRC).

    Note: Information on the global change management activities associated with the Full Management service level can be found within Verizon Enterprise Center.

    Back to top

  • Managed SD WAN Services Options

  • The Managed SD WAN Services options can provide simple monitoring and notification up through full management of your network. Verizon is vendor, transport, and equipment agnostic which mean we can deliver the right business solutions for you.

    Note: Managed SD WAN Services from Verizon is available only with “Full Management” service level.

    Full Management

    Verizon proactively monitors your network, provides timely notification to you if a fault is detected, and will remediate all CPE physical and logical faults as well as all transport and access issues. Verizon’s Managed Service Delivery team will set up security privileges and addressing schemes, they will retain administrative control of the router, as well as maintain router/switch passwords on your behalf.

    Note: Customers receive Verizon’s most robust Managed SD WAN Services SLAs when subscribing to the Full Management service level.

    Note: There are also Change Management Service Level Objectives (SLOs) available. These are not SLAs, but targets which have no associated financial credit if the objective is not met by Verizon.

  • Reporting and Tools

  • WAN Analysis

    WAN Analysis is a network utilization and network inventory platform which is included with Managed SD WAN 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.

    For SD WAN reporting, an add-on to the WAN Analysis service provides for reporting on SD WAN-specific events where traffic has been re-routed per the defined SD WAN policies.

    Dynamic Network Manager

    You can use the Dynamic Network Manager suite of tools, which are a component of Verizon’s Software Defined Networking strategy, and are available through Verizon Enterprise Center. The tools which fall under the Dynamic Network Manager umbrella include:

    • Looking Glass: Provides visibility into network usage statistics and parameter settings at the Provider Edge (PE) devices on the network. This tool is mainly a “view only” interface; however, there are several types of orders that will allow you to request certain non-billable Layer 3 configuration changes to your Private IP sites.
    • Dynamic Port (DPORT): Enables you to increase or decrease your Private IP port speed
    • Dynamic Committed Access Rate (DCAR): Allows you to upgrade or downgrade the Expedited Forwarding Class of Service
    • Dynamic Quality of Service (QoS): Enables you to change your Private IP egress traffic profile

    These tools enable you to take control of your Private IP ports to meet traffic requirements by allowing you to make near real time or scheduled changes to the Private IP Port or EF Class of Service (Gold CAR) once every 24 hours.

    You can access the Dynamic Network Manager Portal from Verizon Enterprise Center and also by integrating Dynamic Network Manager's functionality directly into your own portal via an Application Program Interface (API). The API initially provides a subset of Dynamic Network Manager’s functionality.

    You may also download the Dynamic Network Manager User Guide here (log-in required).

    Managed SD WAN Services Support for Dynamic Network Manager Feature

    The Verizon Private IP Dynamic Network Manager feature is supported in one of two ways depending on your Managed Devices and Managed SD WAN Services level. In most cases Verizon is able to provide fully automated support.

    Fully automated support

    Fully automated dynamic bandwidth support is available for the Full Management service level only. When you place an order in the Verizon Private IP dynamic bandwidth portal, changes to the PE (provider edge) router and CE (customer edge) router are automatically made by Verizon in near real time. Limitations for fully automated support include:

    • Multiple Verizon Private IP circuits to the same CE router cannot be supported.
    • Multi-VRF (also known as VRF-Lite) cannot be supported.
    • Not all router types are supported with full automation. Please check with your Verizon Account Team for further details.

    Semi-automated Support

    Semi-automated dynamic bandwidth support is available for the Full Management service level only. When you place an order in the Verizon Private IP dynamic bandwidth portal, changes to the CE router are manually made by Verizon with concurrent changes to the PE router. Verizon’s target completion timeframe for the CE changes is 72 hours from your order placement. Limitations for semi-automated support include:

    • Only one change per day per CE router is permitted.
    • Not more than 4 changes per month per CE router are permitted.
    • Not more than 5 changes per business day per Customer Network are permitted.
    • Changes can only be submitted Sunday 12:01 PM Eastern United States time through Friday 5:00 PM Eastern United States time.
    • The dynamic bandwidth schedule change feature is not available.
    • The Verizon Private IP add or remove Enhanced Traffic Management (“ETM”) feature is not available.
  • Managed Device Value-Added Features

  • Managed SD WAN is provided by Verizon through the Managed WAN and/or Virtual Network Services products. As part of Managed WAN, there are several value-added features available with your Managed SD WAN 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 WAN Service.

    Firewall Feature

    Verizon manages the policies on your Managed Firewall Device. Verizon also manages Customer-selectable “zones” (e.g. external or untrusted, internal or trusted, DMZ), firewall policies, and firewall rule sets between all zones.

    Content Filtering Feature

    Content Filtering is a Managed Device based service that allows you to control web-based content accessed by end users. Content filtering feature is used with your provided and managed server or configured to select up to 25 URL filters (List-based Filtering), or both. Verizon configures content filtering to interface with your Forcepoint Websense server based on information provided by you. If List-based Filtering is used, it will be activated when

    • The connection to your managed server fails, or
    • You do not have a server. Customer may request modifications to URL filter list on the Managed Device via the Standard Change Management process.

    Switching Feature

    This feature is only available as a LAN module on a Managed Device. The LAN module provides for additional LAN ports (standard or with power over Ethernet, (“PoE”)). Verizon monitors the LAN module generally, but not individual ports on the LAN module. You may request modifications to LAN configurations via the Standard Change Management process.

    WAN Acceleration Feature

    This feature is available as a module on a Managed Device that provides for acceleration of traffic using compression and caching protocol optimization. This feature requires other sites in your network to have compatible WAN acceleration CPE. You may request modifications to configurations via the Standard Change Management process.

    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.

    Application Aware Routing (“AAR”) Feature

    AAR is intended to help overcome the limitations of an enterprise network site connected to more than one network with respect to routing metrics, the rules for which are normally relatively static. Without AAR, traffic classes can only be identified based on a limited set of parameters such as the destination address. AAR allows for a highly flexible utilization of all network capacity attached to a network site.

    With AAR, you can establish policies that classify your traffic into categories to the granularity of applications, and define requirements for loss, delay, and jitter per traffic class. AAR monitors network performance for each relevant pair of source and destination sites and forces traffic onto those paths that best meet your policies. If network conditions change and such policies are violated, AAR dynamically rearranges how application traffic is distributed across the available traffic paths in the background.

    Note: This feature is required to be added to all managed Cisco routers when managed SD WAN is required.

    Software Defined WAN (“SD WAN”) Feature

    SD WAN is similar to AAR such that you can establish policies that classify your traffic into categories to the granularity of applications, and define requirements for loss, delay, and jitter per traffic class. SD WAN monitors network performance for each relevant pair of source and destination sites and forces traffic onto those paths that best meet your policies. If network conditions change and such policies are violated, SD WAN dynamically rearranges how application traffic is distributed across the available traffic paths in the background.

    Note: This feature is required to be added to all managed Viptela routers when Managed SD WAN is required.

    WAN Backup Feature

    For SD WAN deployments, you may select WAN Backup such that wireless failover is provided via tertiary access in the event the primary wireline circuits (Private IP, Internet, etc.) circuit fails (“WAN Backup”). WAN Backup is available for Private IP and Internet primary transport types. Verizon will configure the Managed Device for wireless backup depending on the specific backup requirements. WAN Backup is available for an additional charge per month per Managed Device when subscribed to Managed SD WAN Full Management Level of service.

    CUSTOMER ACTION: Verizon will work to resolve issues related to wireless access ordered through Verizon. However if you separately purchased wireless services, you have final responsibility to resolve any issues that may have an impact on your Managed SD WAN Services.

    Note: You must purchase secondary access via a separate contract with Verizon via terms for access as provided in that separate contract.

    Note: Verizon must approve your sites with wireless access in advance to determine appropriate wireless access CPE. At your request, Verizon will provide you with information on the international locations where wireless services via 3rd Party may be available.

  • Network Operations Center (NOC)

  • Upon successfully completing the requirements of your Managed SD WAN 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, Internet Control Message Protocol (ICMP) pings, and SYSLOG messages from devices.

    The NOC supports a broad range of transport and network types as part of Managed SD WAN Services:

    • Private IP
    • IPSec VPN
    • Internet Dedicated Services
    • Internet Broadband Services
    • Third Party MPLS
    • Third Party Internet
    • Wireless (ordered through Verizon)

    NOC Services

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

    Fault Management

    For all Managed SD WAN 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 router hardware trouble for customers subscribing to the Full Management service level. Support for the Full Management service level includes all physical and logical router configuration management support.

    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 SD WAN 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

    Verizon WAN Analysis Service is a reporting tool, based on industry-standard performance and trend analysis software, thus permitting you to evaluate the end-to-end performance of your data network. The reporting tool provides baselines, trending-health indexing, and exception reporting through graphical reports, ranging from executive summaries to PVC utilization for the network administrator. These reports are available via the web using a standard web browser. The Verizon Account Team can make arrangement for user accounts and familiarization sessions with the Performance Reporting Help Desk.

    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

  • Training

    To assist in leveraging the resources available to you, training is offered, at no additional cost, in both live and recorded formats along with reference guides. Training courses are available on topics such as the Verizon Enterprise Center, Dashboard & Repairs, etc. User guides are also accessible through the training site.

    Register through the Verizon Enterprise Center Homepage > Support > Training, or if you are not registered on the Verizon Enterprise Center, register directly at the Customer Training and Documentation site: https://customertraining.verizon.com.

    Suggested training courses include Verizon Enterprise Center Overview, Managed Network Services Tools, Dashboard & Repairs, the MNS Tool, Looking Glass/Dynamic Bandwidth, WAN Analysis. User guides are also accessible through the training site.

    Service Contact Information

    The matrix below will provide you with the contact information you would need to handle any issues that may arise with your Managed SD WAN Service:

    Service Issue Be prepared with the following information: Verizon Enterprise Center Portal Verizon Enterprise Center Live Chat Call Service Team? Account Team?
    Maintenance Notification Refer to the notification email N/A N/A Contact Verizon with the contact information provided on the maintenance notification email Contact Assigned Service Team or subscribe to Premium Client Services (PCS) Contact Assigned Account Team
    Verizon Enterprise Center Tools and Training N/A Customer Training Link N/A Send an e-mail to: ctd-cos@verizon.com Contact Assigned Service Team or subscribe to Premium Client Services (PCS) Contact Assigned Account Team
    Billing Billing Account Number / Service ID/ Location ID Verizon Enterprise Center Link Verizon Enterprise Center Link – Chat (available under “Support” > “Contact Us & Send Feedback”) http://www.verizonenterprise.com/> select contact us > select country > select support Contact Assigned Service Team or subscribe to Premium Client Services (PCS) Contact Assigned Account Team
    Order MNS identifier Verizon Enterprise Center Link* Verizon Enterprise Center Link – Chat (available under “Support” > “Contact Us & Send Feedback”) Contact Assigned Account Team Contact Assigned Service Team or subscribe to Premium Client Services (PCS) Contact Assigned Account Team

    *Available for certain services only

  • Frequently Asked Questions

What is Managed SD WAN? +

Verizon’s Managed SD WAN Services provide network monitoring and management functions for wide area and IP networks that include MPLS, Ethernet, Internet, and wireless services. Leveraging our extensive global network and technical expertise, Verizon’s Managed SD WAN Services allow you to focus on your core business, while controlling investment risk and providing support for challenges such as upgrades, changes, globalization, and other complex network issues.

Managed SD WAN is not a separate product offering in the Verizon product catalog. Managed SD WAN builds upon either, the Verizon Managed WAN Service, or Virtual Network Service (VNS), by utilizing smart devices and controllers in the network to allow you to specify policies for routing critical and non-critical traffic over two or more network paths at each location. For detailed information on Managed WAN or Virtual Network Services (VNS), please contact your Verizon Account Team, or refer to the information at this link.

Verizon’s trained staff, automated systems, and industry-standard processes give your business a world-class team to keep your network up and running. Whether a network is comprised of a handful of sites or thousands, our personnel have the experience and skills to help you control costs and operate more efficiently.

As part of Managed WAN Services, comprehensive service capabilities include design and implementation, proactive monitoring, incident management, proactive notification, change management, and performance reporting. Additional tools such as SD WAN policy portal, and SD WAN event reporting, are also available with Managed SD WAN. Managed SD WAN Services is also backed by stringent service level agreements (SLA).

Verizon can provide Managed SD WAN Services on new networks (“Managed Implementation”) or in certain situations can take on management of existing operational networks (“Managed Takeover”) for your organization. In both cases, Managed SD WAN Services typically care for the following order elements and options:

  • Transport management (Inclusive of Access)
    • MPLS (Multiprotocol Label Switching): Verizon Private IP and third Party MPLS network
    • Internet: Verizon Internet Dedicated and Internet Broadband Services, and third party broadband connections (i.e. Cable/ DSL/ Fios)
    • Verizon Ethernet Services:
      • Internet Dedicated Ethernet
      • Private Dedicated Ethernet
    • Wireless Services: Private and public wireless services ordered through Verizon (U.S. and international)
  • CPE (customer premise equipment) router/hardware management: Inclusive of hardware and software elements. Depending on the solution, the CPE may include purpose-built routers or “uCPE” devices loaded with appropriate Virtual Network Function (VNF) software that supports SD WAN. In both cases, the provisioning and operations support from Verizon will be similar.
  • Managed WAN Feature Options: As SD WAN is an option under Managed WAN or VNS, available optional features to support add-on services can also be added as necessary. Consult with your Verizon Account Team for the latest list of available options.

Your MSPM will work with you confirm your order and to begin the management process specific for your organization.

More information on Verizon’s Managed WAN Services can be found at this link.

What service levels are available with Managed SD WAN? +

For Managed SD WAN Services, only “Full Management” service level is available. Verizon will monitor and isolate faults, and notify you in the event of an alarm. Verizon will dispatch support in the event of router hardware trouble

Below is a matrix of standard and optional features for Managed SD WAN Services:

Features Full Management
Pre-Implementation and Design Services Yes
Proactive Network Monitoring and Management Yes
Terminal Access Controller Access-Control System Verizon
Configuration backup Yes
Out-of-Band (OOB) access Required
Third-party transport trouble handling Verizon
SLAs (will differ by service level) Yes
Change Management Logical and Physical
Performance Reporting Standard Select Yes
Performance Reporting ETM or Threshold on Router Verizon sets response paths
Service Management of Router Yes
WAN Backup Service Yes
Network Engineering (NE) Yes
Network Analysis (NA) Yes
Verizon Enterprise Center Managed Services Capabilities Yes
Fault Restoration Physical / Logical
Monitoring Yes
Asset Reporting Yes
Fault Isolation Physical / Logical
SD WAN Reporting Package Yes, via Verizon Enterprise Center
Why do I need to have an OOB connection? +

The purpose of the OOB is to allow our engineers to connect to the router(s) and configure remotely. You must maintain an OOB connection throughout the entire Managed WAN Services lifecycle to help Verizon maintain your routers.

Note: OOB is required for Full Management service levels of Managed SD WAN 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 WAN 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 WAN 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 SD WAN Services, the timing of service activation is related to several onsite activities (construction, LEC coordination, DMARC extension, permits/approvals, 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 be your responsibility. In addition, most SD WAN events that are not caused by circuit outage will not generate an alarm for the Verizon NOC, but will be available for event reporting.

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.

The Managed SD WAN Services is only available with “Full Management” service level, and includes Standard change management (router 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 WAN Backup Service? +

WAN Backup Service provides the ability for you to have an installed and on-standby tertiary wireless network service managed by Verizon in the event your primary wireline networks should fail. There is a private network and public network solution you can choose from.

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 CenterMy 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 SD WAN, 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 athttp://www.verizonenterprise.com/ > select contact us > select country > select support.

Do you manage wireless services? +

Yes. Verizon can provide a Managed SD WAN solution offering to you that includes various types of Verizon-purchased private and public wireless services (U.S. and international).

Note: We will not manage any wireless services not purchased through Verizon.

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 SD WAN Services.

Are there fees for any after-hours work with my Managed WAN 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 SD WAN Services. The WAN Analysis reporting platform offers Managed SD WAN 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.

I need to upgrade a circuit. Now that Verizon is managing my network, how do I coordinate this? +

From the Verizon Enterprise Center orders tab, select the appropriate Data and IP Service. From here you can submit an order to upgrade the circuit (or make other change request). Or you can contact your Verizon Account Team for questions. When submitted, your order will be routed to an Order Manager who will work with you to confirm the details and process your order. Alternatively, for managed routers on Private IP, the Dynamic Network Manager portal may be used to change Private IP bandwidth when necessary.

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 circuit 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 WAN 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 many Managed Service offerings based on our customer’s needs. Ask your Verizon Account Team for more details.

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

Yes, Verizon has professional services to assist with your Managed SD WAN Services implementation, as well as other service needs.

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 SD WAN Services begin? +

Billing for Managed SD WAN 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.
  • ***Local Contact Requirements***

  • Preparing Your Site for a Successful Implementation

    Many components of this welcome kit may not be relevant to local contacts at an upcoming Managed SD WAN Services location as the decisions and the details may be handled by different personnel within your organization. This section includes only the relevant information you must know if you are a local contact.

    Note: The details in this Local Contact section contain the highlights of the information already provided within this welcome kit. No new information is included here.

    Site Requirements

    Review Verizon’s Customer Readiness Website. This site will assist you in preparing for your Managed WAN 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 SD WAN 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 SD WAN Service 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 SD WAN 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.

    Installations

    Verizon-performed Installations

    As a part of your Managed SD WAN 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 SD WAN 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 SD WAN Services may impact the timing of the management of your services.

    CUSTOMER ACTION: After implementing your Managed SD WAN 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.

    Issues

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

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

    i Access to online functions will vary based on your assigned user role and customer type. Accessing the Verizon Enterprise Center from a mobile device or tablet will not provide the same options as the desktop version. The My Verizon Enterprise mobile app is available for Apple and Android smartphones.