MANAGED SERVICES OPERATIONS

Increasing IP Infrastructure Complexity Requires Greater Need for Services

Data Center

B2B Links

Branch Offices

Distribution

Extranet

Partners

Field Organizations

RemoteEnvironments

MessageBroker

LegacyApps

Security

B2B Gateway

BAM

Transformation

EDITelephony

BusinessIntelligence

BusinessRules

MobileServices

Event Capture

RFID

ComplianceLogging

DatabaseLookup

Load Balancing

Custom Protocol

EAI

Web Service

Adapters

SOA

Standards

Compression

ESB

J2EE

.Net

ASP

MQSeriesMORE

INTERACTION

MOREAPPLICATIONS

MORE LAYERS, COMPONENTS

MORE EXPENSE

Managed LAN/WAN

Operations

Managed Security Operations

Managed Voice Operations

Area Coverage

Managed Voice/Security

Managed LAN

Managed WAN

Zone 2 Zone 3Zone 1

WAN

Managed Voice/Security

Managed LAN

Managed WAN

Zone 2Zone 3 Zone 1

Caring your Network over VPN

WANVPN Cloud

Support ModelTrouble-Ticketing

Management

On-Line & On-Site Support

24x7x365 Service Desk

IncidentManagement Problem Management

Change Management

Configuration Management(Coming Soon)

Release Management

Inventory Management

Vendor Management(Warra

nty, RMA, TAC support)

Features FocusedNetwork Monitoring

TCP/UDP PortSMTPPOP3IMAPHTTP(S)FTPSSHDNSDHCPSNMPICMPBandwidthPort State

OS MonitoringWindowsLinuxUnix

 

Hardware MonitoringRoutersSwitchesFirewallsServersEnvironmental DevicesGeneric Network Elements

ReportingSLA availability reportsAlert and notification historyTrending reportsPerformance graphs

NotificationsEmailCustom script

Features Focused

ExtendableHundreds of community-developed add-ons and scripts extend native capabilities

MAP ViewsCustom graphical map views using Nagvis Add-on

MoreMulti-tenant/multi-user capabilitiesService and Host DependencyNotification escalationsScheduled downtimeAcknowledge problems onlineOpen Source API for Third-Party Integration

Flexible Offerings

Customized Ticketing System

Flexible SLAs according Business and Budget

Monthly Fixed and Time Material Rates

Proactive Fault Monitoring and Alerts

Daily, Weekly and Monthly Reports

Service Managers for Dedicated Accounts

Reports and Alerts

Severity

Level 1

•Definition: A Problem that criticality impacts customer’s ability to do business.

•Example: A system or major application is totally down

Severity

Level 2

•Definition: A function of the system, network or product is impacted which impedes the customer from meeting daily production deliverables

•Example: A peripheral (tape drive), Server Hard disk is down but business can be conducted etc.

Severity

Level 3

•Definition: A minor problem is one that negligibly impacts customer’s ability to do business.

•Example: One of customer’s 100 IPT’s is responding slow..

Problem Severity Levels

Escalation Level ‘1’

Escalation Level ‘2’

Escalation Level ‘3’

5 minutes

30 minutes

1 hour

Severity Level 1

Escalation Level ‘1’

Escalation Level ‘2’

Escalation Level ‘3’

15 minutes

2 hours 6 hours

Severity Level 2

Escalation Level ‘1’

Escalation Level ‘2’

Escalation Level ‘3’

30 minutes

12 hrs 1 day

Severity Level 3

Service Level Agreement

Economical Support

Managed Support @ rate which you can afford

Minimum Contract is for $5000

Not more than 10% of equipment value

IP Phones/terminal devices are inclusive – free of

cost

Offering of Time and Material On Site Services

No hidden charges

Thank you !!!

Managing with Intelligence