Fault & Performance Management

Transcription

1 Fault & Performance Management authorized partner Presentation November 2015

2 Mitel Fault & Performance Management Outline Mitel Fault & Performance Management Service Quality for Business Success Challenges for Network Management Meeting Customer Needs Key Benefits Key Features Experience Matters Support Resources 2

3 MarWatch - Service Quality for Business Success While your competitors are reacting to network issues, you can be proactive, detecting and addressing performance issues BEFORE they impact your customer. Performance Monitoring Real-Time Alerts Secure Remote Access Better Service Quality 3

4 Key UC Management Challenges for Resellers Resellers are tasked with managing service quality for complex business communications networks. Resolving typical network issues requires more costly 3 rd level support resources. Finding the problem source is the primary troubleshooting problem for network professionals. Users expect reliability from their business communications solution. 4

5 Proactive Support for Business Success Fault & Performance Management software PROBLEM for Mitel business communications solutions. Detect & address problems BEFORE they impact the user Lower support costs Increase contract renewal rates & revenue Speed problem-to-resolution Use IT resources more efficiently Designed specifically for Mitel 5

6 MarWatch Snapshot Secure Remote Access 24/7 Performance Monitoring Real-time Alerts & Testing Tools Detailed Reporting Reduce costs by eliminating up to 80% of onsite visits. Detect problems BEFORE service quality is impacted. Fast problem-to-resolution. Quality, timely & professional performance reports for customers. 6

7 Fault & Performance Management Options Mitel MarWatch Self-managed by Partner MarWatch integrates into Partner service operations Monitor and manage Mitel products, plus managed ethernet switches, routers and other third-party devices. Remote Monitoring and Access Service (RMAS) Service subscription Mitel conducts 24x7 remote monitoring, escalation to Partner Partner s customer is managed on Mitel MarWatch Monitors and manages Mitel products Mitel MarWatch is also included with Premium Software Assurance & Support Subscriptions.

8 Key Benefits 8

9 Increase Revenue * Establish recurring revenue stream for proactive monitoring & support value added subscription service with each sale. Upsell Enhanced Service Level Agreements (SLA) to customers, or value added service components such as SLA Reports. Increase contract renewal rates. Customer Retention Reduce Costs Increase Revenue Faster Problem Resolution

10 Reduce Costs Access devices in customer networks from any location for troubleshooting or maintenance avoiding the cost of onsite support visits. Consolidate UC and multi-vendor network management tools in one comprehensive offering. Avoid losses associated with downtime. Easy to deploy and manage cloud or on-premise options. Increase Revenue Customer Retention Reduce Costs Faster Problem Resolution

11 Faster Problem Resolution Around the clock monitoring of voice quality and other performance metrics. Monitoring of both Mitel and multi-vendor systems gives visibility into problems across the entire network. Alerts ensure the right person receives actionable data at the right time. Secure remote access to devices and active testing tools simplify troubleshooting. Customer Retention Increase Revenue Faster Problem Resolution Reduce Costs

12 Customer Retention Consistently high service quality results in satisfied customers. Resolution of problem by 1 st level support increases customer satisfaction. Early detection means problems can be resolved before the customer is impacted. Reports demonstrate SLA performance and help with forecasting, planning & load balancing. Increase Revenue Reduce Costs Customer Retention Faster Problem Resolution

13 Key Features 13

14 Performance Monitoring Support for Mitel & third party devices on private and public networks. Monitoring of Mitel solutions and the devices on the surrounding network ensures problems are detected quickly. Monitor any SNMP or CLI device, from any vendor, ie: Session border controllers IP DECT base stations VMWare SIP set voice quality across Mitel s portfolio IP handset connectivity to MiVoice Business/MiVoice Border Gateway. Trunk utilization/traffic monitoring Digital (MiVoice Business/MBG) SIP (MiVoice Business) Performance metrics including: Voice Quality R Factor Ratings by Call RTT, Jitter, Packet Loss System Performance: Memory & CPU utilization, disk usage, digital trunk utilization System/Interface Reachability and Availability 14

15 Real-Time Alerts Timely, actionable data to resolve problems quickly. Alerts by , SMS, Twitter DM According to thresholds, which can be configured per container. Alarm management features: Create alert profiles for different users, days/times of the week. Hide, assign and filter by severity. Alarms can be sent as digest, for reduced alarm fatigue. Alarms colour coded by location and severity and displayed on map, with filtering for fast identification of problem sites. 15 ALARMS INCLUDE: Voice Quality System Interface availability Memory utilization Device reachability Disconnected IP handset

16 Testing Tools Pinpoint the source of a problem easily for fast resolution. Network diagnostic tools launched from any device dashboard: - MTR -DNS/Reverse DNS - Ping - Iftop - Traceroute - SNMP MIB browser Remote IP set network test tools Run IP traceroute directly from MiVoice Business handsets. Connectivity test provides quick confirmation of device availability. 16

17 Secure Remote Access Access customer networks from anywhere in the world for more efficient troubleshooting. No VPN required Single click access to monitored devices Integrated web-proxy server for remote access to Mitel Embedded System Management (ESM) interface Authenticated & encrypted with SSL, SSH & HTTPS 17

18 Detailed Reports Performance reports provide SLA assurance to customers, and improve planning. Customer Container-Level Reports: Performance & availability of devices over reporting period Customizable message and logo space Reports by container or by device PDF format, via Monthly, weekly or on-demand Customer device inventory Performance data (by device) Device availability summary Quick Queries: Retrieve key data, delivered in.csv format Optional pie chart and pivot table display Available queries include: Container alert profile Device thresholds Top 10 Critical devices Active/Inactive Users 18 Reports Reports and Quick include: Queries can be: Scheduled Previewed Retained Sent via

19 Powerful Dashboard Standard Web browsers (Internet Explorer Chrome and Firefox ) Secure HTTPS / SSL Mobile Optimized (ios, Android tablets, smartphones) Critical data alarms filtered & matched with map view. Read-only widescreen option for NOC/data centers stays logged in. Brandable logos, URLs, color schemes, fonts, etc. Reseller and customer dashboard views. 19

20 MiVoice Business Optional Management Features Backups - Scheduled and ondemand backups with a retention policy, secure offsite storage and downloadable file for restoring. IP Set Inventory Monitoring Record of all IP sets known to MiVoice Business or MiVoice Border Gateway and alarm if unplugged. SMDR Collection Collection and central storage for SMDR Records from MiVoice Business. 20

21 Backups for MiVoice Business (Optional Feature) MiVoice Business Configuration Details Call history: incoming, outgoing, and duration Embedded voice mail configuration and data All at regular intervals with secure offsite storage Downloadable file (for restoring) easily accessible via web browser Value-add for business continuity.. 21

22 Supported Mitel Devices & Applications MiVoice Business MiVoice MX-ONE MiVoice 250 MiCollab MiContact Center (Business/Enterprise) MiVoice Border Gateway (SIP & Teleworker VQ) Mitel Business Dashboard MiVoice Call Recording (Oaisys) 22

23 Third-Party Device Support Managed Ethernet Switches Servers (Windows, Linux) Routers (Cisco, Adtran) COMING Uninterruptible Power Supplies (UPS) Innovation InnLine Voice Mail Red Box Call Recorder ANY SNMP or CLI Device (multi-vendor) 23

24 Premium Software Assurance for authorized partners Get Started in 3 Steps: Contact Us Visit Activate Your MarWatch Entitlement or contact us: support@martellotech. com Set Up Our Support Group will set you up quickly with login credentials for MarWatch. Get Started Add devices and start using MarWatch 24 Mitel MarWatch is now part of Premium Software Assurance & Support, available to authorized partner sales/renewals on Mitel premise-based products.

25 PARTNER SUCCESS MarWatch is now a key part of our maintenance program for all customers, allowing us to deliver a complete monitoring solution. It gives us a tangible way to show customers the value of having Premium Software Assurance with Mitel. CMC Technology Group We have seen the results of how MarWatch has on more than one occasion saved us time and money. Essential Data & Voice In the past, a VoIP user would need to report poor voice quality. Now that we have MarWatch, voice quality monitoring and alarms help us identify and foresee IP network issues (latency, jitter etc.) before they escalate, affect the quality of voice on the LAN/WAN and therefore impact the user experience. Arden Telecom Deployed in more than 2,000 enterprise and service provider networks around the world.

26 CUSTOMER SUCCESS Customer service depends on reliable voice services. MarWatch gives us confidence that our network will perform reliably even under high volume conditions. Angels the Costumier Preventing downtime that affects our customer base is always top of mind. If we can t communicate with them, we can t serve them, and that is a big problem. MarWatch allows us to be proactive and be made aware of problems as soon as they occur, preventing downtime or a decline in voice quality. Libro Credit Union MarWatch monitoring gives us confidence that we can avoid downtime Carleton University

27 What s New: MarWatch 5.1 Key New Features Monitor ANY SNMP Device Remote IP Set Network Test Tools Mitel SIP Set Voice Quality Monitoring MBG 9.1 SIP Teleworker voice quality SIP Trunk Utilization Data for MiVoice Business Enhancements Move containers and their contents Improved alarm management Automatic attachment of licenses from container license pool when a device is added. Enhanced IP CoS monitoring Audit log shows before & after values when device configuration changes. More Information: 27

28 Quoting & Ordering Mitel RMAS 1. Go to Sales Workbench and configure the product solution as normal. 2. Click on the Services tab to find Remote Monitoring, click on Monitoring Solution Selection, and select Mitel Remote Monitoring Services. 3. Click on Configuration Options - Mitel RMAS as well as Optional Services, and configure the options required. 4. Generate quote and/or Submit Order Mitel MarWatch 1. Go to Sales Workbench and configure the product solution as normal. 2. Click on the Services tab to find Remote Monitoring, click on Monitoring Solution Selection, and select MarWatch solution configuration. 3. Click on Configuration Options - MarWatch as well as Optional Services, and configure the options required. 4. Generate quote and/or Submit Order Contact Pardeep Koonar with any configuration questions pardeep.koonar@martellotech.com 28

29 Sales and Technical Training Access to Dedicated Sales Experts Direct access to skilled sales agent Online and live training (1hr) Technical Training Access to technical training Covers setup and general configuration Online (1 3hrs) 29

30 Available Resources Fault & Performance Management Brochure, Sales Battlecard Customer Presentation Customer Experiences & Case Studies Bulletins PB (Premium Software Assurance Introducing Fault & Performance Management) MOL > Services > Maintain and Manage > Fault & Performance Management 30

31 THANK YOU The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel and is intended solely for Mitel employees and members of Mitel s reseller channel. If you are not a Mitel employee or a Mitel authorized PARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company.