Roger [email protected]
Agenda
Introduction to WAN Technologies (WANTEC)
WANTEC’s Products and Services
When and How best to involve WANTEC on an opportunity
Examples of past successes
Primary Network’s Alliance Partnership
Flow process and contacts
Pricing guidelines
Sales Order process
Customer Proposal of Work
Credit/Leasing options
WANCare Network Management Services
Questions and Answers
WAN Technologies Background
Founded in 1994, Inc. 500 award winner in 1999 Voice/Data Networking Integrator - specializing in WAN
Implementations and Network Management Product Line Expertise - Cisco (Silver VAR), Cisco AVVID, Adtran,
Larscom, Kentrox, Quick Eagle, Polycom, Vertical Networks and Visual Networks
Current Customer base - 2,200 Corporate Logo’s
Acquired 10/5/01 by Willis Stein Telecom Acquisition Company
Strong technology orientation
Quality management platform
Outstanding customer relationships
Proposed Product Set
Delivering Network Services: Strategy > Integration > Management > Support
Strategy
Integration
Management
Support
Management Services:
• WANCare
Integration Services:
• Equipment Sales and Leasing
• Installation• Project
Management
Strategy Services:
• Network Design
Support Services:
• WANNet
WANCare is a flexible and reliable network management solution for
Enterprise market firms
• WANCare is a flexible solution developed for Mid to Large market enterprises– Network monitoring, management, and
optional reporting service– Customers can purchase either on-site or
remote maintenance– WANCare has been extended over time to
meet customer’s needs
WANCare is a flexible and reliable network management solution for
Enterprise market firms
• WANCare is built to provide reliable service and complete functionality– Fully redundant infrastructure, including
carrier facilities, power, and systems– World class technology platforms to ensure
broad functionality• Concord reporting tools• CiscoWorks• Web-based reporting
WANCare is a flexible and reliable network management solution for
Enterprise market firms
• Well-defined, tailored processes are developed to ensure the right solution for each customer– All processes are mapped to ensure
consistent delivery– Customers review and modify the network
management processes during the installation process, including notification guidelines for the WANTEC technicians
WANCare Services/Functions
• Network Monitoring (Up / Down / Proactive and Reactive)
• Trouble Ticketing (Generation, Escalation, Repair)
• Event Notification (Systems and Procedures)
• Problem Resolution (Single Point of Contact)
• Performance Management (Life Cycle Management, Network Trend Reports)
• Information Management (Life Cycle Management of Customer Records Database)
• Management of Carrier SLA’s
Customers are provided web access to WANCare reports
Overall Reporting Capability
(visit http://www.wantec.com/ for a demo
Overall Reporting Capability
(visit http://www.wantec.com/ for a demo
Health Reports
Extremely unhealthy response path due to low service availability and excessively high number of failed attempts
Response in 1 to 5 second range for the majority of the day.
Response over 100% of limit for entire day for this particular response path
Health Reports
Build out capacity to support business demands
Build out capacity to support business demands
Capacity Planning
Trend line indicates that total network volume is on the rise
Trend analysis shows Phoenix to Denver 56K Frame Relay link to exceed Bandwidth threshold within 104 days
Increase return on investment by more effectively allocating resources
Increase return on investment by more effectively allocating resources
ROI
Several underutilized Frame Relay links
Several underutilized Frame Relay links
Spokane to Orlando FR link experiencing high volume combined with
high congestion
Spokane to Orlando FR link experiencing high volume combined with
high congestion
Ensure availability of critical resourcesEnsure availability of critical resourcesWeekly Health Report
Latency never exceeded 70msec during the entire
reporting period
Link unavailable for 15 percent of the time for this week
Service Level Reports Reports
IT Manager ReportDetailed view of enterprise
trends and service performance by business
unit and individual devices
IT Manager ReportDetailed view of enterprise
trends and service performance by business
unit and individual devices
Executive ReportSummarize service level performance across an
enterprise
Executive ReportSummarize service level performance across an
enterprise
Business Unit ReportComprehensive report on ALL components of a particular business process or function
Business Unit ReportComprehensive report on ALL components of a particular business process or function
Service Customer Report
Site specific service level and performance summary
Service Customer Report
Site specific service level and performance summary
Customized Reports
Chart showing top 10 customers for Bits In for
yesterday
Total Bytes trend line shows dramatic increase over 3
month report cycle. Increased system and
network capacity will most likely be required if this
trend persists.
Custom MyHealth report created to show
customer activity and levels of resource use.
Bandwidth Utilization In or Out does not appear to be an issue for the immediate
future
Customizable Reports
• HP OpenView Logs the Event and NMS Technician is notified; or NMS Technician proactively initiates case
• Trouble Ticket created, populates Trouble Ticket Website, and remains open until closed by End User
• Historical Information is available 7x24 over the WEB
What happens when a Network Event occurs?
What happens when a Network Event occurs?
• NMS Technician – Begins troubleshooting the problem, isolating the
cause– NMS Technician fixes the problem remotely, or
opens up a case with the LEC or Carrier, or dispatches repairman for onsite visit
– NMS Technician contacts the customer within 30 minutes of receipt of alarm, providing nature of problem, possible cause, and current repair activity
– Acts as a Single Point of Contact for Trouble Resolution, working with Tier 3 support
WHY Buy WANCare Today?
• Need for High Network Availability
• Insurance and Security
• Complement / Supplement IT Staff
• Information Management / Carrier SLA Management
WANCare Elements• Platform
– HP OpenView / CiscoWorks – Concord / Sun Solaris
• Systems– Trouble Ticketing Systems / Call Center – Help Desk / Escalation Procedures
• People– Managers / Certified Technicians– SLA’s– Ongoing Reviews with customer
WANCare Differentiators• One Stop Shop for Managed Network Services, Integration,
Maintenance, and Carrier Services
• Automated Systems for event notification, trouble escalation, backup of configurations and operating systems (customer notification and repairs initiated within 30 minutes of time of impairment)
• Customer’s own, secure WEB Site for 7x24 access to Information Statistics, Report Generation, Trouble Ticket Info, and Databases
• Call Center and Help Desk for customer problems
• Wide Range of Applications supported and monitored over the WAN - incorporating Quality of Service Management
• Problem Resolution via Single Point of Contact
Benefits of WANCare
• Minimize recurring WAN expenses• Reduce Network Downtime • Manage diverse hardware maintenance
vendors• One resource for all maintenance and
management of my network devices• Service level reporting and 24x7 NOC being
proactive to my network management needs
WANTEC can also provide End User with a full line of on-site and remote
maintenance services• WANNet remote maintenance
– Cost-effective standard (9x5) and premium (7x24) options are available
– Customers have unlimited use of the 800# for access to WANTEC’s network of in-house technicians
– Technicians have access to all customer equipment and configuration information to ensure effective service
– Overnight replacement/repair services are available
• On-site maintenance– Standard/premium options and unlimited 800# support are
also available– WANTEC will dispatch field technicians if on-site service is
required
WANTEC provides Primary Networka complete network integration
solution• Network design and installation services
• Project management/coordination for all customer orders– Includes a remote site survey and
coordination with Primary Network or other equipment vendors
– Dedicated Life Cycle Manager for major opportunities
WANTEC provides Primary Networka complete network integration
solution• On-site and remote installation services
– Staging, programming, burn-in, and testing• Router Configurations• Firewall Configurations• Equipment based VPN configurations• Network Addressing Schemes• IP voice over configurations
– Remote installations managed from our St. Louis operations center
– On-site installation services • Managed through our St. Louis operations center• Provided through a partnership with a nationwide network of
7000 technicians with diverse technical, industry, and networking experience
Extensive pre-sales engineering support develops the right customer
solutions• Teaming approach to opportunities with Primary Network
• 1:4 pre-sales engineer to sales rep ratio
• Technical consulting and needs analysis
• Network engineering design and diagrams
• Timely proposal turnaround
• Telephone and On-site Pre-Sales Conferences
Typical Network Applications
• Transport and infrastructure– T1 Multiplexing– Frame Relay– ATM– Internetworking/routing configurations– VPN– Security/Firewall– LAN switching
• Applications– Internet access– Voice & Video over Frame/IP– Remote Access– IP Telephony
Business Partners
• Cisco (Routers, Switches, VPN, Firewall, Access servers, ATM, VoX, DWDM, Wireless, Network Management)
• Adtran (DSUs, CSUs, Multiplexers, FRAD’s, VPN, Internet Security, ISDN, channel banks)
• Visual Networks (ASE DSU/CSU’s, Visual Uptime)
• Polycom (Video over IP)
• USR/3Com (modems, access)
• Larscom (DS-3 or greater MUX)
• Kentrox (DS-3 or greater MUX)
• Websense (URL Filtering)
Benefits of working with WANTEC
• A full suite of network integration and network management services
• Effective, reliable and creative solutions for you and your end user customers
• A flexible partner willing to develop new solutions as opportunities emerge
• Competitive pricing
Superior customer service –for Primary Network and your end users
– is our focus• A strong customer service attitude is part of WANTEC’s process
and culture– Processes are defined to ensure consistent service– All installations are project managed– Customer surveys are conducted after every install– Ongoing customer satisfaction surveys are conducted in
order to• Continuously improve performance• Measure results • Define new objectives
• Over 90% of customers would recommend WANTEC to others– WANTEC Customer Satisfaction Study (9/24/01)
WANTEC Customer Referrals
• “Ease of working with them and flexibility.”• “Like the techs’ responsiveness.”• “Very knowledgeable, completed work quickly, friendly
on the phone, exceeded expectations.”• “They have the expertise to handle the different systems
we have.”• “They are attentive to detail and respond to our problems
very quickly.”• “Very competent, quick response to my questions.”• “When we need service, they have the knowledge.”
Source: WANTEC Customer Satisfaction Study 9/24/01