Italtel s Managed WiFi

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2 A reliable WiFi solution, made easy! Italtel s Managed WiFi improves and simplifies business processes by removing capital expenditure requirements typically associated with a robust WiFi network. It also relieves network staffing and support burdens by providing the design and creation of a private, in-building wireless network that meets a broad range of needs. The result is a cost-effective, reliable and secure solution that helps schools, government entities, hospitals and businesses immediately take advantage of the power of wireless. Italtel s Managed WiFi provides mid-market and large organizations with end-to-end and fully-managed in-building wireless data networks. The service requires no upfront costs and is based on flat-rate pricing to make budgeting easy. Today many businesses increasingly face challenges as they aim to provide in-building wireless network support for employees and guest users. A wide range of wireless devices and insecure wireless routers are being connected to local networks and many organizations are relying on outdated wireless networks. This is causing concerns for IT departments and a poor user experience due to connectivity, speed and reliability issues. With Italtel s Managed WiFi reliable service you can support a flexible workforce and provide secure access to your customers, partners, and vendors. Italtel s Managed WiFi is a service offering that is sold in flexible packages to meet a range of customer needs. Italtel has partnered with best in class information technology vendor Cisco Systems to offer the solution, which includes: Hardware: All access points, switches and controllers are provided and installed (optional); Multiple SSIDs: Enables creation of multiple secure and separate wireless LAN identities to offer varying degrees of network access depending on who is logging into the network (e.g. employees vs. visitors, teachers vs. students, doctors vs. patients, etc.); Management and maintenance: All equipment is maintained and proactively monitored by Italtel s Network Operation Center (NOC) located near Milan, with updates installed, as necessary. Plus, our Help Desk is available to handle your support needs 24/7/365, processing your request within hours; Customer portal: An intuitive, Web-based administrative tool that allows customers to view statistics and alerts in addition to performance reports that are sent periodically to stakeholders in customer s organization.

3 Wi-Fi Service Level Assurance Italtel s Managed WiFi provides unprecedented levels of Wi-Fi visibility and determinism by monitoring every client s: Capabilities (e.g a/b/g/n) Real-time throughput Airtime use/abuse Client Health Score This gives early visibility into coverage or capacity issues, and enables appropriate corrective actions to be automatically taken with each client that is not meeting its SLA and/or that doesn t meet a Client Health Score threshold. For example: Additional airtime can be automatically allocated to clients Clients can be load-balanced to another AP on the same band Clients can be band-steered to another radio on the same AP Italtel s Network Operation Center (NOC) Italtel provides Managed WiFi service through its own support organization and in cooperation with a selected number of Service partners to guarantee a multicountry coverage. A typical approach is based on: remote centralized Front Desk which provides the entry point for the Customer with a local on site support - Level 1 (TAC1) remote Network Operation Center (NOC) for centralized operation and monitoring activities, 24h x 7d operating. remote Back Office functions : if a technical escalation is needed, it will be done to TAC2 remote support and for complex and critical cases, the vendor TAC3 Support will be activated. In case of outage, TAC 3 is immediately involved. Network services are compliant to ISO standard, while IT services are compliant to ITIL v3.

4 Within managed service, Italtel distinguishes the Planned Activities from the Fault Management Activities. Planned Activities are defined and agreed with the customer. Periodic checks of the progress of the activities are performed to monitor the implementation of the agreed plan and to schedule new activities. The second type of activity (Fault Management: incident and reactive problem management), by their unplanned characteristic, are managed with a view to minimize the impact of incidents and problems on the business, to prevent recurrence and restore service in shortest possible time within predetermined Service Levels Agreement (SLA). These activities are recorded through a Trouble Ticketing system, which ensures full traceability of the times and work through proper documentation. Any kind of managed service is provided in compliance with the SLA, as defined by contract. Usually Italtel guarantees by SLA a Time to notify and a Time to Restore Service. The Time to Notify is the time measured from initial system detection of an event to customer notification by or phone. Type of activity Time to Notify SLA Working hours 8 hours x 5 days - 8x5 Round the clock 24 hours x 7 days - H24 Planned activities 20 minutes 20 minutes Fault Management 20 minutes 20 minutes The Time to Restore Service is depending on severity/priority as defined by contract. It is the time measured from the point of failure until the service is fully restored and it delivers its normal functionality to end users (by temporary or permanent fix). Italtel can usually guarantees the following Time to Restore Service (for example on a priority scale from high level P1 to low level P4): Priority level P1 P2 P3 P4 Time to Restore Service target 4 hours 8 hours 24 hours 2 business days Italtel s Managed WiFi service covers the following tasks: Configuration Changes management: is the process responsible for controlling the lifecycle of all the change. Preventive maintenance: Real time and proactive supervision of network infrastructure and service. The proactive supervision will be accomplished through log analysis on specific network element or module.

5 The real-time supervision is the normal alarm monitoring activity. The NOC will notify and activate the escalation procedure proposed after an alarm is detected on the network by the monitoring tools. Monitoring: NOC operator detects (in real time) performance changes of the monitored devices towards appropriate pre-set thresholds. Degradation (decrease in performance of network devices below those thresholds) is recorded before it becomes a failure to alert the customer by providing information in a "proactive" and not just reactive (when the failure occurred) way. With this information, preventive action can be taken, preventing malfunctions and ensuring service quality. Faults resolution: Italtel provides the full process to solve any fault since its detection as an incident (incident management process activation) till its resolution and possible repetitive incidents minimization (problem management process implementation). Reporting Italtel provides customer with reports according to current functionality level. Reports comes in electronic form or accessible on a collaboration site.