Managed Wireless LAN Welcome Kit

Your Managed WLAN 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).

Engineering Design Document

The Engineering Design Document is a vital portion of any Managed Network 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 Network 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:

• Introducción
• Existing network details
• Proposed design details
• Hub and remote site details
• Acceso a internet
• Default and LAN routing protocols
• WLAN design considerations
• Failover/load sharing availability
• Device operating system requirements
• Routing scenarios (normal, remote, failure)
• Quality of Service (QoS) required
• IP addressing
• VoIP/IP telephony (*)
• Physical design (*)
• SNMP and security (*)
• Network management and reporting tools (*)
  • Out-of-Band (OOB) access.
  • Note: out-of-band management access is only required for Wireless LAN controllers.
  • In-Band access
  • Administración
  • Reporting
• 3rd Party networks / activities
• Business continuity / disaster recovery plans
• Migration requirements
• Customer responsibilities/actions
• Project assumptions/caveats

(*)The Design Engineer (DE) 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 WLAN Services project stay on schedule, you should begin to confirm that you have answers to the required Engineering Design Document sections listed above after signing the Managed WLAN Services contract.

Site requirements

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

• You are responsible for drilling in wall and ceilings when access points are to be mounted, 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 WLAN Services Verizon will handle for you need to be extended beyond the telecommunications demarcation point, you are responsible for ensuring extended demarcation facilities are installed and ready upon implementation.

Alternatively, you may be able to order a DMARC extension from Verizon or a third-party Local Exchange Carrier (LEC).

Note: Delays in extending your DMARC may result in Managed WLAN 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 Managed Network Solutions for any additional power requirements as needed.

Issues

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

Steps for a successful delivery of your Managed WLAN Services

To successfully deliver your Managed WLAN Services, there are some activities for both Verizon and you to complete.

Verizon steps

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

• Your Managed Network Solutions will provide you with his or her contact details, and other information associated with your Managed WLAN 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.

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

• Attend the Customer Kickoff Call / Order Verification Call. Your Managed WLAN Services order is unable to move forward without your attendance on this call.
  •  Check your site specific information prior to Verizon submitting the order to verify that your orders comply with your site requirements. The correct site address information should be supplied.
  • Provide information as requested by your Managed Network Solutions, Design Engineer, and/or Implementation Engineer.
• Begin to assemble details for the areas to be requested within your Engineering Design Document.
• Provide physical site information like floor plans and/or site survey documentation.

Customer action

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

• Review and approve your organization’s Engineering Design Document
  • Provide all information necessary to implement the service such as the IP Address plan. Verizon needs to understand the IP addresses associated with your Managed WLAN Services plan.

Note: not applicable to Cloud-Controlled Access Points and Software Defined Wireless LAN.

• 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 Managed Network Solutions.
• Inform Verizon of any networking changes (your facility, 3rd party changes, etc.) that are relevant to your Managed WLAN Services.

Customer Kickoff Call/Order Verification Call

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

• Verizon Managed WLAN Services team introductions, roles, and responsibilities
• Expectations of Verizon and your organization
• Validate the project scope and services
• Discuss timelines and deliverables
• Siguientes pasos

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

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

Customer action

Please ensure you are available on the date  you have agreed with the Order Manager for the order verification call to take place in order to avoid any potential service downtime.

Note: Your Managed Network Solutions will be your primary point of contact moving forward until the completion of your Managed WLAN Service.

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 Managed Network Solutions. Any delays with outside vendor services associated with your Managed WLAN Services may impact the timing of the management of your services.

Customer action

After implementing your Managed WLAN 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 Managed Network Solutions.

Note: Only installation services purchased through Verizon would be coordinated by your Managed Network Solutions.

Easily Manage your Services Online

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

Global Change Management

Global Change Management (GCM) is a framework within Verizon Enterprise Center  portal 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  portal. 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 WLAN Services at the 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.

Verizon supports three Managed Wireless LAN architectures: controller-based wireless architecture, such as Cisco’s “Lightweight” architecture; virtual controller-based, such as Hewlett Packard Enterprise (HPE) Aruba’s “Aruba Instant” architecture, and cloud-based architecture, such as found with Cisco Meraki and Mist, a Juniper Company

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1.1 Controller-based architecture

With a controller-based architecture (such as Cisco Aironet and HPE Aruba), the "traditional" function of an Access Point (AP) is divided and shared between a "Lightweight" AP and a Wireless LAN controller.

APs, in a controller-based architecture have limited functionality, with most of the wireless intelligence and AP access residing at a central controlling device - the Wireless LAN controller.

1.2 Virtual Controller-based Architecture

With the virtual controller-based architecture (such as found with Aruba Instant and Cisco Mobility Express), the wireless LAN controller functionality has been virtualized and embedded in the access points.

The embedded virtual controller functionality, which is active on a single AP at any given time, handles the functions of the Managed Wireless LAN Service within the APs of the same network and broadcast domain, including but not limited to security policies, intrusion prevention, radio frequency management, and quality of service.

Tunnels are set up between the virtual controller and the APs for management and data traffic to support Customer’s wireless applications.

1.3 Cloud-based or Cloud-Controlled Architecture

With a cloud-based or cloud-controlled architecture, such as found with Cisco Meraki and Mist, a Juniper Company (the platform for Software Defined Wireless LAN, or SD WLAN) the access points are centrally controlled, with every access point receiving its configuration, policy, and OS from “the Cloud”.

The cloud-based architecture has a “view” of all connected access points and can report on and adjust network parameters accordingly.

For all three service levels Verizon will:

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

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

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

Guest access

In case you are looking for a solution to offer Wi-Fi connectivity to your visitors, Verizon offers several options that could be used, depending on the underlying network infrastructure that is used as part of the Managed WLAN Service.

All architectures are supported by the Purple-based guest Wi-Fi solution, which includes content filtering capabilities and allows easy access to the Wi-Fi network by your guests who may be using social media accounts or accessing other online platforms and content. Social media account logins provide rich social media-based analytics for you in a dashboard, which helps to understand your customer base even better.

If you use a cloud-based architecture from either Cisco Meraki or Mist Systems, the natively supported guest Wi-Fi functionality can be used so that visitors at your locations can connect to the Wi-Fi.

Several authentication options are available across these platforms to ensure that you can select the authentication mechanism for your visitors that best fits your requirements.

Splash page design

In the event that you would like to use a splash page that welcomes your visitors when they would like to connect to the Wi-Fi, Verizon can provide design support at an additional charge to have such a splash page created for you.

This makes it possible to use Verizon’s design experts to take into account your corporate branding requirements for the splash page that your visitors see when they would like to log onto the network.

Mobile location analytics

This feature enables capturing information broadcast by the wireless devices of guests and end users and uses such data for marketing purposes, subject to applicable laws and regulation.

Mobile Location Analytics provides insight into trends in foot traffic across your locations and shows quantity of people passing by your locations, trends in dwell time of visitors and trends in visitors returning to your locations.

Content filtering

Verizon’s guest Wi-Fi tools also provide options to control what content can be visited on the network. Inappropriate content can be blocked by requesting either a specific category of sites to be blocked or the specific sites that should not be accessible to your visitors, while they browse the Internet on your network.

Wireless assessment

Where required and at an additional charge, Verizon can provide WLAN site assessment. The wireless site assessment determines the wireless requirements, suitable locations for the Managed WLAN hardware, and identifies possible interference based on the results of a Radio Frequency (RF) analysis.  If Customer opts not to contract for or provide such a wireless assessment, Verizon will deploy and monitor the WLAN based upon Customer’s requirements.

AirWave Management Platform (AMP)

AMP is the standard reporting platform for Verizon's controller based Managed WLAN solutions.

This application offers an automated reporting and analysis tool that provides you with comprehensive daily and ad hoc reporting to quickly assess the health and performance of the Managed Wireless LAN service.

Cisco Meraki dashboard

In case are using the cloud-based solution from Cisco Meraki as part of your Verizon WLAN solution, you will be granted with access rights to the Cisco Meraki dashboard.

Within the dashboard, you will have access to all configuration settings of the Cisco Meraki devices that Verizon manages for your organization, as well as reporting information that provides insight into the health and usage of your network.

The Cisco Meraki dashboard provides reports such as the Clients Report, which identifies what devices have connected to the network, and provides usage information, Operating System (OS) information and what applications have been used.

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

It shows what access points are used most, what Service Instance IDs (SSIDs) are used more than others, what clients have consumed most bandwidth on the network, what Access Point (AP) models are used most, what applications are consuming most bandwidth, what client device manufacturers are consuming most bandwidth and what operating systems are seen most on the network by usage.

The dashboard also provides a function to run a report on the PCI compliance status of the network. This report provides recommendations to Customers who may utilize Cisco Meraki-based network to assist them in complying with the Payment Card Industry Standards (PCI).

Mobile Location Analytics – if enabled – are also accessible in the Cisco Meraki dashboard. As briefly explained in the service option section, these analytics can be used to compare visitor trends between sites or after launching campaigns, and to find the effect of actions on visitor dwell time or repeat visit frequency.

Mist Systems dashboard

Reporting and analytics are available through the Mist Systems dashboard that is accessible to customers as part of the Software Defined Wireless LAN solution.

The Insights report in the dashboard provides a summary of usage and health information across the overall network. The report includes information about what access points are used most, what SSIDs are used more than others, what clients have consumed most bandwidth on the network, what applications are consuming most bandwidth and other information that provides useful information about the use and health of your Wi-Fi network.

The Wi-Fi Service Level report provides a summary of the performance of the precision service level metrics that have been configured for the Wi-Fi network.

Besides access to the above-mentioned reports in the dashboard, you will also have access to all other sections in the dashboard. The dashboard also provides location analytics information, as well as additional health and usage information of your network. Furthermore, you will also have access to the configuration settings of the network and the network health status of the network.

• 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.

Customer action

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

The Network Operation Center 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 Network Operation Center also provides deep visibility into the circuits and equipment that make up your network to help more effectively manage your services.

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