• Virtual Network Services (VNS) Welcome Kit

  • What is Verizon Virtual Network Services?

  • Verizon Virtual Network Services is a key part of Verizon’s Software Defined Networking strategy that enables enterprise customers to replace traditional purpose built, appliance-based, network equipment with virtual network services which can provide total cost of ownership and time-to-market benefits.

    The Virtual Network Services solution offers agility and flexibility to customers that need:

    • Multiple combinations of network functions and/or multiple vendor services at their locations,
    • Low initial outlay costs
    • Short service provisioning timeframes
    • Rapid service scaling without re-investment in physical devices.

    Verizon’s Networking Services supports institutional and business demands for increasingly sophisticated and flexible networking products and services. Newer applications demand dynamic and agile network resources that can be incorporated, allocated and released quickly while maintaining high network reliability. To meet these requirements, Verizon has incorporated innovative new technologies such as Software Defined Networking (SDN), SD WAN (Software Defined WAN), and VNF (Virtualized Network Functions) into a suite of new products and services that:

    • Help reduce time to market by enabling on-demand network function deployment and service activation.
    • Control costs by replacing expensive, purpose-built networking hardware appliances with flexible and cost-effective hardware that integrates multiple virtualized network services either in a Verizon maintained cloud environment (Hosted Network Services), or an x86 based uCPE (universal Customer Premises Equipment)
    • Create a more intelligent network that drives improved routing, easier management and greater flexibility.
    • Allow fast changes to network services, with near real-time centralized management on the Verizon Enterprise Center Network Management Portal.
    • React automatically to demand fluctuations with programmatic, rules-based network management.
    • Uses Verizon built orchestration tools to automate the ordering, provisioning and operational management of the Virtual Network Services, giving customers the ability to make changes and additions to their service levels, sizes and features simply and easily.

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

    More information on Verizon’s Virtual Network Services can be found at this link.

  • Your VNS Team

  • Your Virtual Network Services team (also known as your VNS 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 Virtual Network Services. The MSPM is responsible for the overall implementation of the project and serves 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.
    • Drive on-time delivery of the project and will pursue/escalate any unmet milestone deadlines.
    • Host conference calls among all relevant parties.
    • Develop the project plan jointly with you, the Verizon Account Team, and other support groups.
    • Secure and matrix-manage all resources necessary for project execution.
    • Coordinate resource scheduling with Design and Implementation Engineers.
    • Lead the development of processes and procedures required for network implementation.
    • Oversee the completion of all steps in the defined process.
    • Publish open action items and status reports.
    • Establish reporting procedures with you and Verizon.
    • Maintain the order tracking with milestone details for circuit/CPE Orders.
    • Interface with Verizon organizations to collect status information.
    • Act as the point of contact for any order-related issues.
    • Confirm 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 Virtual Network Services. The Order Manager will work all aspects of the order directly with you and will gather any additional information needed. The Order Manager and MSPM will be in full communication with each other to move your order to provisioning.

    Though your MSPM is your primary contact for your Virtual Network 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 & verifies your hardware and software configurations.
    • Review redundancy, availability requirements, and security requirements.
    • Make revisions to Engineering Design Document, as required.
    • Review IP addressing scheme & request IP Addressing allocation for secondary addressing for network management.
    • If required, implement the necessary 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 VNF functionality.
    • Verify 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.
    • Act as your technical point of contact during device activation.
    • Test devices to verify they meet standards for security and compatibility with your existing network devices.
    • Testing of VNS policies as necessary.

    Network Security Engineer (if applicable)

    Your Network Security Engineer (NSE) is responsible for the logical design and implementation of your Security VNF.

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

    • Review redundancy, availability requirements, and security requirements.
    • Make revisions to Engineering Design Document, as required.
    • Provide activation/technical requirements template for applicable Security Services.
    • If required, implement the necessary element managers, either on premise or in the Verizon data center.
    • Work with you to apply your Initial Security policy.
    • Provide support for external server integration when required for Next Generation services.
    • Confirm visibility to your Security VNFs for network management.
    • Communicate with you as necessary for required technical information.
    • Act as your technical point of contact during device activation.
    • Test devices to verify they meet standards for security and compatibility with your existing network devices.
    • Assist in testing of initial Security policies as necessary.

    Project Engineer

    Upon successfully completing the requirements of your Virtual Network 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 the 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
    • Point-of-Contact for Customer contact notification and device inventory audit reports via ESP.

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

  • Steps for a Successful Delivery

  • Verizon Steps for the Virtual Network Services

    Verizon will take the following actions to help provide a smooth implementation of your Virtual Network Services:

    • Your Managed Services Project Manager (MSPM) will provide you with their contact details, and other information associated with your VNS Service order.
    • Note: You will also receive the full contact details for your Order Manager, Design Engineer, Network Security 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 VNS Service order, your MSPM will be your lead contact for the project to provide weekly status calls and as needed communications.
    • Verizon will send you the appropriate templates based on the product(s) you will be implementing. The template will be used by your Verizon service delivery engineers to properly configure the Virtual Network Services.
    • MSPM will arrange the Customer Kickoff Call/Order Verification Call with you, your Order Manager, Design Engineer, Network Security Engineer, and the Implementation Engineer to help develop your Engineering Design Document.
    • If support is required to inventory applications, 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.
    • Your 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 uCPE at your facility.
      • Provisioning and installation of circuits at your facility.
      • Coordinate 3rd parties as necessary
    • Submit LOA (Letter of Authorization) for finalization of your managed services. This letter may also be referred to as Letter of Agency.

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

    • Provide periodic updates on the progress surrounding the Virtual Network Services implementation.
    • Notify you as far in advance as possible 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 for the Virtual Network Services

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

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

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

    • Review and approve your organization’s Engineering Design Document
    • 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 during your regularly scheduled call or in between.
    • Inform Verizon of any networking changes (e.g., your facility, 3rd party changes, etc.) that are relevant to your Virtual Network 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 VNS contract has been signed. The call would consist of:

    • Verizon Virtual Network 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 Virtual Network Services service order and not for each individual location covered under the order. Your Virtual Network Services order is unable to move forward without your attendance on this call.

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

    CUSTOMER ACTION: It is your responsibility or your 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 Virtual Network Services.

  • Preparing Your Site

  • Site readiness - Preparing your site for a successful 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 Virtual Network Services offering. The customized document provides you with the technical details relating to your proposed solution and works as the source document that Verizon leverages for all of your Virtual Network Services.

    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
    • VNS design considerations
    • Failover/load sharing availability
    • Multi-VRF/extranet routing details
    • Software requirements
    • Routing scenarios (normal, remote, failure)
    • Multicast design, if applicable
    • Quality of Service (QoS) required
    • IP addressing
    • VoIP/IP telephony, if applicable
    • 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, if applicable
    • Migration requirements are key to Level of Effort (LOE) assessment and should be clearly established in the pre-sales phase
    • Customer responsibilities/actions
    • Project assumptions/caveats

    CUSTOMER ACTION: To help keep your Virtual Network Services project on schedule, you should begin to validate that you have answers to the required Engineering Design Document sections listed above after signing the Virtual Network Services contract.

    Site requirements

    Review Verizon’s Customer Readiness Website. This site will assist you in preparing for your Virtual Network Services with Verizon. Reviewing the content on this site and following the simple steps listed at the site will help facilitate a smooth installation and activation of your service.

    Physical requirements (uCPE Only)

    When there are physical, onsite components to your Virtual Network Services, you must take specific action and/or ensure that 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 Demarcation (Demarc) 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 premises equipment (uCPE) or services.

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

    Demarcation (Demarc) extensions

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

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

    Note: Delays in extending your Demarc may result in VNS implementation delays.

    Power requirements (uCPE Only)

    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 that 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 to maintain communications in case of a power outage:

    • Back-up the entire building using UPS. This will 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 Virtual Network 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.

  • Business Continuity Plan

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

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

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

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

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

    Verizon can help you with your Business Continuity planning needs

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

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

  • Installations

  • Verizon-performed installations

    As a part of your Virtual Network 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 Virtual Network 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).
    • As needed, Customer may have defined responsibilities.

    CUSTOMER ACTION: The local contact must ensure that 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 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 Virtual Network Services may impact the timing of the management of your services.

    CUSTOMER ACTION: After implementing your Virtual Network Services, any new services may have to go through the contracting process. Ask your Verizon Account Team for more details.

    3rd party/self-installations (uCPE Only)

    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.

  • 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 work more efficiently, save time, and control costs. Also, you can carry this powerful tool with you through their mobile device or tablet. In addition to network management tools, Verizon Enterprise Center gives you the ability to:

    • Obtain order status from any device with an internet connection and a browser.
    • 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. Or view the Verizon Enterprise Center Registration Tutorial. You will be provided with access to online billing, repairs and ordering capabilities.

    Mobile access to the Verizon Enterprise Center extends your virtual communication center beyond your office. By accessing the Verizon Enterprise Center from your mobile device browser, you can:

    • Log in with your existing User ID and Password
    • Create, view, and update trouble tickets
    • View invoice summaries
    • Track order status milestones
    • View managed device inventory and submit change requests

    Go to http://verizonenterprise.com from your mobile device. Use “Quick Tasks” or “Business Sign-In” to launch the mobile application. Bookmark the page or save as an icon on your home screen for easy launching anytime.

    Global Change Management

    Global Change Management (GCM) is a framework within Verizon Enterprise Center of multiple integrated applications for ITIL-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.

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

    Verizon Enterprise Center entitlements

    To get the proper entitlements for usage of Verizon Enterprise Center, you may review the list of available entitlements. Entitlements may cover areas such as the Managed Services Portal, WAN Analysis, Global Change Management, and Dynamic Bandwidth just to name a few. You may contact Verizon Enterprise Center for more details on entitlements, or submit any questions directly through the portal.

    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 select smartphones.

  • Managed Network Services Support Options

  • Virtual Network Services Management Overview

    Virtual Network Services are available with the following Management levels: Full, MSS Management or Monitor Only. Full Management means that Verizon fully manages all parts of the service including any underlying hardware. MSS Management is available for Virtual Network Services – Security only. In this case the MSS SOC will manage the security service VNF component. For “Monitor Only”, Verizon is responsible for the underlying hardware only.

    Note: Your level of service is based on your contractual agreement with Verizon.

  • Reporting and Tools

  • WAN Analysis (Available for SD-WAN)

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

  • Virtual Network Services Options

  • Virtual Network Services are network tasks that operate within a virtual software-based environment rather than the traditional appliance-based network functions, where a single piece of proprietary, purpose-built hardware is associated with each distinct network task. This decouples network tasks from dedicated hardware devices, allowing for faster deployments with less hardware, and much greater flexibility. The services in the Virtual Network Services offering can be either service chained together so that the network traffic passes through the applications in a certain specified order – e.g., traffic will pass through the firewall before WAN Optimization, or it can be separated so that some traffic will be directed to one set of network services, while other traffic will traverse another set. An example might be a data replication application between a local and remote storage device would only need the traffic to be directed to the WAN Optimization application. The options are available on the following platforms:

    • Hosted Network Services
    • Premises based
    • Premises based Dedicated – SD-WAN only

    Below is a brief description of each of the Virtual Network Services portfolio of services available currently. Additional details and breakdown of the individual vendor service packages can be provided by your Account Manager.

    Virtual Network Services – Routing

    Virtual Network Services - Routing expands customers’ options for what routing services they wish to use with the premises based Deployment Model. Not only are customers are able to select from different sizing models, but they will be able to choose the router image that matches with whatever they have in the rest of their network. Due to the nature of routing, all Virtual Network Services - Routing offerings are service package feature set “Core”, encompassing all the standard features provided by the router vendor.

    Virtual Network Services - Routing is delivered with integrated full service management and transport services by Verizon and Verizon 4G LTE. “Monitor Only” is not available with the Routing at this time. The following vendors are currently part of the Virtual Network Services – Routing portfolio:

    • Juniper Networks
    • Cisco

    Virtual Network Services – SD WAN (Application Aware Routing)

    Virtual Network Services - SD-WAN takes Verizon’s Managed WAN service offering to the next level by moving from a proprietary hardware Deployment Model to virtual services that can be spun up and deployed using a pre-defined catalog of virtual functions. Customers are able to select from different network capacity models from X-Small all the way up to XX-Large. Virtual Network Services - SD WAN offerings are available in feature sets “Essential”, “Core” or “Complete”, depending on the features provided by the vendor.

    Virtual Network Services - SD WAN is delivered with integrated full service management, provided by Verizon. SD-WAN services are available on premise either dedicated or on uCPE, or on the Hosted platform. The following vendors are part of the Virtual Network Services – SD WAN portfolio:

    • Viptela

    Virtual Network Services – Software Defined Secure Branch

    Virtual Network Services - Software Defined Secure Branch expands customers’ options for a new combination of SD-WAN and Security services in one package delivered on premise either dedicated or on uCPE, or on the Hosted platform. Customers are able to select from different network capacity models from X-Small all the way up to XX-Large. Virtual Network Services - Software Defined Secure Branch offerings are available as service packages “Essential”, “Core” or “Complete”, depending on the features provided by the vendor. The three service levels associated with this feature are listed below.

    • Essential: Encompasses the features available in the “Standard SD WAN” license.
    • Core: Encompasses the features available in the “Standard SD WAN” license, along with the Next Generation Firewall (NGFW) add-on license.
    • Complete: Encompasses the features available in the “Advanced SD WAN” license, along with the “UTM” add-on license.

    Virtual Network Services - Software Defined Secure Branch is delivered with integrated full service management, provided by Verizon. Software Defined Secure Branch is only available with the Full Management level. The following vendors are currently part of the Virtual Network Services – Software Defined Secure Branch portfolio:

    • Versa

    Virtual Network Services - Security

    Virtual Network Services - Security includes end-to-end, full service management and can protect Private IP (MPLS-based VPN), Internet network circuits, or wireless provided by Verizon or other carriers.

    All the security products offered have built-in Essential functionality. Both the Core and Complete options build on the Essential level offering. The services are available either on premise or on the Hosted platform. Customers are able to select from different network capacity models from X-Small all the way up to XX-Large. Detailed information about the features included in each feature set can be provided by your Account Manager.

    • Essential: A predefined set of essential services required for any network environment.
    • Core: Provides the same services available in the Essential service package with a selected set of popular additional services, such as Intrusion Detection and Intrusion Prevention services.
    • Complete: Provides the same services available in the Essential and Core service packages plus all additional services available from the selected vendor.

    Customers have the choice of Full Management or “Monitor Only” Service Level. Details about the differences are found in Managed Network Services Support Options above. The following vendors are currently part of the Virtual Network Services – Security portfolio:

    • Juniper Networks
    • Palo Alto
    • Fortinet
    • Check Point

    Virtual Network Services – SBCaaS (Session Border Controller as a Service)

    Virtual Network Services – SBCaaS expands customers’ options for securing their VoIP infrastructure via SBCs deployed and managed as a service. The services are available either on premise or on the Hosted platform.

    Customers are able to select from different sizing models to match their expected call capacity (sessions) requirements. Virtual Network Services - Session Border Controller offerings are available as service packages “Essential”, “Core” or “Complete”, depending on the features provided by the vendor. The “Session Border Controller” feature for Virtual Network Services provides various levels of service, leveraging standard license options from the Technology Provider. Detailed information about the features included in each feature set can be provided by your Account Manager. The three service levels associated with this feature are listed below.

    • Essential: Encompasses key SBC functionality including call routing, signaling, media processing, NAT traversal, security and QoS
    • Core: Encompasses the features available in the Essential and in addition SIP Header Manipulation, Encryption (signaling and media), DTMF detection and insertion and media transcoding support
    • Complete: Encompasses the features available in Core plus advanced routing (large data tables, route prioritization, time of day – day of the week routing plans) and Far End Camera Control

    Virtual Network Services - Session Border Controller is delivered with integrated full service management provided by Verizon. The following vendors are currently part of the Virtual Network Services – Session Border Controller portfolio:

    • Ribbon Communications

    Virtual Network Services – WAN Optimization

    Virtual Network Services - WAN Optimization (Current Platform) is delivered with integrated full service management and supports a variety of transport services, such as Private IP and Internet Dedicated Services, provided by Verizon. It also is able to support Verizon 4G LTE. The services are available either on premise or on the Hosted platform. Customers are able to select from different sizing models to match their expected capacity (connections) requirements. The following indicates the available packages for the Virtual Network Services – WAN Optimization offering by Verizon.

    • Essential: A predefined set of essential services required for any network environment.
    • Complete: Provides the same services available in the Essential service package plus all additional services available from the selected vendor.

    Customers have the choice of Full Management or “Monitor Only” Service Level. Details about the differences are found in the Managed Network Services Options. The following vendors will be part of the Virtual Network Services – WAN Optimization portfolio in late 2018:

    • Riverbed
  • Network Operations Center (NOC)

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

    Your MSPM 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 can handle a broad range of transport and network types to support Managed SD WAN Services:

    • Private IP
    • IPSec VPN
    • Internet Dedicated Services
    • Internet Broadband Services
    • Third Party MPLS (requires agreement with the customer to have VZ Management VPNs in the customer’s VRF domain)
    • 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 VNS 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.

    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?
    Repair - Virtual Network Services MNS (Managed Network Service) or VNS identifier (e.g. Cxxxxx or custdns-location-sof#-e00x) Verizon Enterprise Center Link Verizon Enterprise Center Link – Chat (available under “Support” > “Contact Us & Send Feedback”) 800-444-1111
    (24 x 7).
    Contact Assigned Service Team or subscribe to Premium Client Services (PCS) Contact Assigned Account Team
    Repair- Virtual Network Services-WAN Analysis
    Global Change Management
    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”) 800-937-6000 (8:00 AM – 8:00 PM ET) 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 Verizon Virtual Network Services? +

Verizon Virtual Network Services is a key part of Verizon’s Software Defined Networking strategy that enables enterprise customers to replace traditional purpose built, appliance-based, network equipment with virtual network services which can provide total cost of ownership and time-to-market benefits.

The Virtual Network Services solution offers flexibility to customers that need:

  • Multiple combinations of network functions and/or multiple vendor services at their locations,
  • Low initial outlay costs
  • Short service provisioning timeframes
  • Rapid service scaling without re-investment in physical devices.

Verizon’s Networking Services supports institutional and business demands for increasingly sophisticated and flexible networking products and services. Newer applications demand dynamic and agile network resources that can be incorporated, allocated and released in near real time while maintaining high network reliability. To meet these requirements, Verizon has incorporated innovative new technologies such as Software Defined Networking (SDN), Software Defined WAN (SD WAN), and Virtual Network Functions (VNF) into a suite of products and services that:

  • Help reduce time to market by enabling on-demand network function deployment and service activation.
  • Control costs by replacing expensive, purpose-built networking hardware appliances with flexible and cost-effective hardware that integrates multiple virtualized network services either in a Verizon maintained cloud environment (HNS), or an x86 based universal customer premises equipment (uCPE)
  • Create a more intelligent network, driving improved routing, easier management and greater flexibility.
  • Allow fast changes to network services, with centralized management on the Verizon Enterprise Center Network Management Portal.
  • React automatically to demand fluctuations with programmatic, rules-based network management.
  • Uses Verizon built orchestration tools to automate the ordering, provisioning and operational management of the Virtual Network Services, giving customers the ability to make changes and additions to their service levels, sizes and features simply and easily.

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

More information on Verizon’s Virtual Network Services can be found at this link.

How is the Virtual Network Services product delivered? +

Virtual Network Services is offered in an “as a Service” model as part of Verizon’s fully managed WAN portfolio in which Verizon operates the platform and the customer is able to directly configure the applications via a customer portal. In addition, customers are able to order a “Monitor Only” service level option that gives them the ability to manage their own network services. This service level only applies to Security and WAN Optimization features at this time.

What is Hosted Network Services? +

Virtual Network Services is available not only on customers’ premises with the uCPE, but will be also available on Verizon’s Hosted Network Services (HNS) platform. Think of HNS as an OpenStack based Networking as a Service cloud platform built specifically to support SDN, facilitate virtualized network functions and centralize network orchestration for both internal and external customers. Verizon’s Hosted Network Services platform connects customer network traffic to any combination of Verizon Private IP, Public IP, Ethernet, and third party vendor networks (TPV). VNS is currently available with Hosted Network Services deployments in select Verizon locations in the US and around the globe, with additional locations targeted for availability.

Where are the network functions hosted? +

Customers want and need to put services and applications at both the edge and core of their networks. The Virtual Network Services product gives customers options for hosting these services where they need to be. The services can be deployed on customer premises, or via Hosted Network Services, or a combination of both in a hybrid model. The catalog of images is maintained in a repository within Verizon’s Managed Services portfolio.

What is Verizon Enterprise Orchestration? +

Verizon Enterprise Orchestration, together with Virtual Network Services (VNS), helps you get new network services to market quickly. With simple, centralized management for new installations and changes, your customers and employees can access applications they need, when they need them.

Verizon Enterprise Orchestration and VNS help you overcome the traditional deployment delays due to manual configuration, enabling the service-chaining of multiple network functions to a single OpenStack device, and deploy centralized security services from leading providers through an orchestration manager. That means you can deploy, update and change regional postures without engaging technology providers—saving time, reducing the potential for manual configuration errors and simplifying the process. Benefits of Verizon Enterprise Orchestration include:

Service automation:

  • Enable rapid delivery of Verizon Virtual Network Services.
  • Use service chaining to integrate new network functionalities.
  • Adapt services to user and application needs.

End-to-end service orchestration:

  • Automate deployment and centralize policy management.
  • Harness closed-loop service automation.
  • Coordinate SD WAN, Virtual Network Services and session border controllers.

Service virtualization:

  • Enable rapid virtual network function (VNF) onboarding and testing.
  • Automate functional and performance validation.
  • Simplify infrastructure management.
What is Service Chaining, and what benefits are derived as a result? +

The true power of the Virtual Network Services product is its great flexibility in meeting different needs. One of the major benefits is the ability to chain together multiple network functions without the traditional large capital investments in purposed built equipment for each network service. Both the premises based and the Hosted Network Services Deployment Models support service chaining of two or more Virtual Network Services images. Working closely with our technology providers, Verizon has tested and verified the functionality and performance of these service chains, known as “Solution Bundles”, in both premises based (uCPE) and Hosted Network Services deployment models. Through Verizon’s Enterprise Orchestration platform, virtual network functions can be changed and updated dynamically without requiring human intervention to meet demands, enabling the following business benefits:

  • Dramatic reduction in deployment timeframes
  • Reduction of manual configuration error potential
  • Drives better network resource utilization and improved application performance

These Solution Bundle options will continue to expand based on logical configurations in direct response to both customer and market demands.

Where are Virtual Network Services Available? +

Virtual Network Services are available in 914 active service delivery country combinations, with a strong expansion commitment, in order to meet the needs of our global customers.

Verizon’s Hosted Network Services is currently available to host Virtual Network Services instances for customers in all regions from a growing list of international locations. Full deployment across 43 strategic global locations should be completed by the end of the first quarter of 2018, and additional Hosted Network Services locations are under consideration.

What are the key benefits of Virtual Network Services? +

There are both technical benefits as well as business benefits which are available from Network Function Virtualization, including, but not limited to:

Technical benefits:

  • Create a less complex, more intelligent network, driving improved routing, easier management and greater flexibility.
  • React automatically to demand fluctuations with programmatic, rules-based network management with dynamic scaling of VNFs on the Hosted Network Services environment.
  • Leverage our world-class hosted platform based on OpenStack
  • Verizon built orchestration tools automate the ordering, provisioning and operational management of Virtual Network Services, enabling centralized service deployment change and policy management simply and easily through a specialized portal in the Verizon Enterprise Center.
  • Gain strategic service delivery and operational costs efficiencies through Enterprise Orchestration of fully tested and verified service chained VNFs from our rich technology provider ecosystem which includes recognized industry leaders and innovators.

Business benefits:

  • Reduce time to market by enabling on-demand network function deployment and service activation
  • Control costs by replacing expensive, purpose-built networking hardware appliances with more flexible and cost-efficient hardware that integrates multiple virtualized network services deployed in either in a Verizon maintained environment (Hosted Network Services), or an x86 based universal customer premises equipment (uCPE)
  • Flexible pricing options with an OPEX-based business model vs. heavy CAPEX traditional deployment model.
  • Eliminate vendor lock-in due to flexible "on demand" set-up and removals of VNFs.
  • Simplified management through easy, intuitive self-service or world-class managed services platform for network functions management, with full orchestration for automated deployments and service changes.
Are there other services which complement Virtual Network Services which can drive my network transformation? +

Verizon offers access to a suite of solutions that work in tandem with Virtual Network Services to help your organization achieve high levels of control, performance, and efficiency. These may include:

  • Network Analytics removes the need to study endless graphs and reports to find anomalies. Automatic detection and alerts of anomalies enable easy isolation of critical issues applying Big Data collection principles to develop baseline and discovery of anomalies.
  • Network Application Performance Management goes beyond networks and into infrastructure and application performance within the data center, and extends into the end-user experience. Network Application Performance Management (NAPM) solves critical business problems of maintaining end-to-end application behavior and measuring the digital supply chain for an application.
  • Managed Security Services Analytics can help you face the challenge of the modern cyber-threat environment. Through our Managed Security Services – Analytics offering we provide the threat intelligence and analysis you need to help quickly identify threats to your network.
  • Secure Cloud Interconnect enables Virtual Network Services customers to simply, securely, and reliably connect to a growing ecosystem of leading cloud service providers (CSP) from their corporate WAN by creating private connections which are completely separated from the public Internet. The service offers on-demand, scalable bandwidth with consumption-based pricing so our customers can get the full flexibility they would expect from their cloud resources.
Will I have access to VNS application vendors' administration portals from the Dynamic Network Manger Portal? +

You can make changes to many UCCaaS features in the Customer Admin Portal, which are considered “self-service” changes. Alternatively, you may request that Verizon make a change to any of the “self-service” features on your behalf as part of the services offered by contacting the Service Desk as indicated in Day 2 section of this Welcome KaCustomers will have management control and visibility to the applications via the Verizon Enterprise Center and Dynamic Network Manager. This will allow customers to make changes to policies and other services level changes as we add portal functionality. The ability to reach vendor portals directly from the Verizon Enterprise Center is on the roadmap for 2018. The Verizon Enterprise Center will have a combination of links to vendor management portals and Verizon Enterprise Center native managers. The Verizon Enterprise Center supports SD WAN policy management directly for Viptela and with a link through for Cisco IWAN.t.

Can mixed environments between a customer’s physical Riverbed asset and Verizon’s VNS Riverbed instances be supported? +

Yes. VNS supports mixed environments of any of the VNFs.

Can the virtual instances be configured to import digital certificates? +

Yes. Virtual images look, feel and act exactly the same as appliance-based images.

What do I do when I have filled the capacity of the uCPE? +

Currently the customer would contact their Account Manager to request a change in service. This might be as simple as ordering an additional uCPE for the location or the customer might decide to upgrade the capacity of the hardware. The uCPE is still treated like a CPE, it is monitored and managed, so the Verizon NOC would be able to recommend a change (move to Hosted Network Services, upgrade box, etc.). For customers that have ordered the services with the Hardware Included option, Verizon would swap out the old hardware for new hardware that would meet the new capacity requirements.

Does Virtual Network Services support Wi-Fi? +

Yes. The uCPE solution has a built in Wi-Fi option for all the models.

How can I change my Virtual Network Services Service level? +

Your Virtual Network Services service level is based upon the contract your organization signs with Verizon. If you need to increase or decrease your Virtual Network Services Service level, you will need to contact your Verizon Account Team.

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 level of Virtual Network 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 Virtual Network Services SLA for repair times. Ask your MSPM for further details.

What is the Customer Kickoff 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 Virtual Network 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 that 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 Virtual Network Services, the timing of service activation is related to several onsite activities (e.g., construction, LEC coordination, Demarc 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 Virtual Network Services 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 is a framework of multiple integrated applications for ITIL- 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.

Virtual Network Services 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. 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

Can I access Verizon Enterprise Center from a mobile device? +

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

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

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 smartphones.

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 Virtual Network Services, you may submit a change order with your Verizon Account Team.

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

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

If notification is not received from Verizon, you may contact Verizon to open a ticket through the Verizon Enterprise Center portal or through Verizon Customer Service at 800-444-1111 (24 x 7).

Do you manage wireless services? +

Yes. Verizon can provide a Virtual Network Services 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.

Who do I contact for repair? +

When your network is under management with the NOC, you may quickly open a trouble ticket online via Verizon Enterprise Center (http://www.verizonenterprise.com/) or by calling Verizon Service Assurance – Repair and Maintenance at 800-444-1111.

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

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

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

Verizon includes the WAN Analysis reporting platform to provide you with utilization, trending and capacity planning reports. By using the Trend and TOP N reports in this platform, you can identify and measure 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 Virtual Network 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 and Security 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 Virtual Network Services begin? +

Billing for Virtual Network 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.
  • Call: Customer Care/Billing: 800-937-6000 (8:00 AM – 8:00 PM ET)
What is on the roadmap for future Virtual Network Services? +

Verizon is expanding the portfolio adding technology providers, new virtual network functions and other services, regions and countries as market and customer needs warrant. Our Virtual Network Services roadmap for 2018 and 2019 includes:

  • Encryption
  • Software Defined Perimeter (SDP)
  • DHCP/DNS
  • Load Balancing
  • Unified Communications
  • Block Chain Support

Verizon Enterprise Orchestration enables service delivery and network application policy management through your Verizon Enterprise Portal. This same orchestration platform folds in SD WAN integration functions for end-to-end application performance and assigns it to the appropriate resources across Verizon’s or third party networks. This uses your application policy, as captured in the SD WAN routing, to dynamically allocate resources within your network to maintain performance, security and reliability.