EarthLink Business EarthLink Means More: New Access and Product Enhancements

Transcription

1 EarthLink Business EarthLink Means More: New Access and Product Enhancements

2 Agenda Welcome & Introduction JR Cook Ethernet Bandwidth Availability Updates Nathan Resek EarthLink Complete Hosted Doug Hoffman EarthLink Business IT Services Mike Salviski Earthlink Complete MPLS Bill Ciminelli Additional Resources Q&A Proprietary & Confidential 2

3 Ethernet Bandwidth Availability Updates Tim Guinane

4 New Ethernet Access Options! EarthLink Business has added new Ethernet Access speeds of 3, 5, & 8 Mbps - AT&T End Offices - CAP (Competitive Access Provider) Ethernet over Copper (EoC) End Offices These access options are in addition to our current 10 & 20 Mbps options. We are also adding to the product catalog; 30, 40, 50 & 100 Mbps in ALL existing Ethernet end offices The sub-10 Mbps & all new higher bandwidth options have been uploaded into our quoting systems. Proprietary & Confidential 4

5 Benefits Sub 10 Mbps Bandwidths - AT&T Ethernet availability & scalability with better, more consistent pricing than NxT1 Access. - Increased CAP EoC options and aggressive pricing increase your competitive edge. - Competitive advantage with our broad coverage, while parity in individual markets. - New performance options with Split VLANs. Higher Bandwidth Ethernet Availability - Consistent billing options across system improves our image and presentation to customers. - Consistent performance options with Split VLANs. Quoting System Updates - No more ICBs for new higher bandwidths. - No ICBs for AT&T sub 10 Mbps bandwidths. - Present proposals faster, close business sooner. Proprietary & Confidential 5

6 Sub 10 Mbps Ethernet Access Pricing AT&T Price advantage in End Offices where EarthLink does not have collocation. Access loop pricing starts at $707 for 3 Mbps and $853 for 8 Mbps. The higher the bandwidth the bigger the difference vs. NxT1. Not distance sensitive. Split VLANs on all sub 10 Mbps bandwidths. No more NxT1 loops over $1000. CAP EoC Large price advantage - the incentive to check distance and get an ICB price. Access Loop pricing averages $304 for 3 Mbps and $599 for 8 Mbps. Price difference vs. NxT1 gets bigger as bandwidth increases. CAP EoC also has the Split VLAN advantage. Provides more options for distance sensitive deals. Proprietary & Confidential 6

7 Where are the Opportunities? Bell South LATAs (End Offices) AT&T (NonBell South) (End Offices) CAP EoC End Offices (End Offices) 25 LATAs Connecticut (83) Lost Angeles (96) 924 End Offices Chicago (79) San Francisco(68) Over 1300 AT&T End Offices where pricing is less than NxT1 San Francisco (59) New York Metro (50) Dallas (35) Washington DC (50) Los Angeles (33) Chicago (49) Sacramento(32) San Diego (31) North New Jersey(34) Dallas(33) Houston(28) Southeast Florida (28) Southeast Wisconsin(15) Philadelphia (25) Indianapolis (14) Baltimore (20) Nearly 700 End Offices with EoC pricing less than NxT1 Houston (19) Phoenix (18) Eastern Massachusetts (13) San Diego(13) Proprietary & Confidential 7

8 30, 40, 50 & 100 Mbps Ethernet Access Availability Approximately 3,275 End Offices in 69 LATAs. Performance Pricing and billing options. Consistent performance. Split VLAN option. Benefits No more ICBs. Special Pricing still available. Proprietary & Confidential 8

9 Higher Bandwidths Available in all areas where Ethernet Access is now available in our quoting systems, including Verizon & AT&T territories. 100 Mbps loops are quoted as Fast-Ethernet. Customers who intend run their traffic at full bandwidth should be quoted with a Gig-E connection. Customers who intend to increase their bandwidth during their term should be quoted with a Gig-E connection. Price is impacted, Gig-E is higher. Engage your Channel Manager who will in turn engage a member or our Engineering team. Split VLAN process is the same. Proprietary & Confidential 9

10 Service Eligibility & General information All new bandwidth options are for the EarthLink Complete product suite. EarthLink s SLA (Service Level Agreements) remain the same. Customer conversion processes remains the same. Intervals for Ethernet remain the same. AT&T Service availability is automatically built into the quoting systems. Split VLANs are available in all bandwidth ranges and still requires Engineering support. AT&T availability is by Central Office, no distance check is required. - AT&T s mid band Ethernet may deliver the service through whatever medium is most efficient and could be over copper or fiber. Proprietary & Confidential 10

11 EarthLink Complete Hosted Voice Updates Doug Hoffman

12 Recent Accomplishments Highest Month (August) ever for Hosted Voice pre-installs scheduled, preinstalls completed, installs scheduled, installs completed, MAC events scheduled, & MAC events completed. Significant decrease in escalations (Service Delivery & Repair). Significant decrease in Hosted Voice Trouble tickets. Hundreds of conversions each month. Additional implementation resources. The transition teams have been separated into their core responsibilities. SIP Trunk Certifications. Proprietary & Confidential 12

13 Process Improvements Revamped SoW Process Clearly defines what services and elements are being provided to our customers Defines client responsibilities prior to install Defines EarthLink s responsibilities Locks down the configuration for Clean Order Acceptance Sets expectation that post order changes will impact delivery timeframe and puts onus on client to stick to the original order Acknowledgement by customer that we have a plan to deliver services that align with their expectations Improved quick reference guides have been recently developed and will soon be loaded to the customer reference website. Aastra Phones Polycom Phones ACD User Guide Training Course Sign Up All other topics are available via Online Training Sessions Dedicated project Management for complex orders (over $5k or 5+ sites with MPLS). Proprietary & Confidential 13

14 Product Advancement Today we offer a Hosted ACD Solution. Automatic Call Distribution Phase II - Hosted Contact Center Includes multi channel support, reporting, and enhanced supervisory abilities. Connect with customers through several technology channels. Manage agents to be more productive through a suite of reporting and supervisor tools. Capable of custom third party integrations. Proprietary & Confidential 14

15 Documentation Redesign Proprietary & Confidential 15

16 Hosted Voice Hardware Options Polycom IP 335 Panasonic CT (Cordless) Aastra 6731i Adtran NetVanta 6355 Polycom IP 550 Polycom IP 6000 Aastra 6755i Aastra 6757i Adtran NetVanta 1234 Aastra 6757i Polycom IP IP Polycom Expansion Module Aastra 6739i 16 Proprietary & Confidential 16

17 Hosted Voice Benefits Features Advantages Benefits One Provider Solution AbbreviatedDialing One Number to call for service andsupport issues ONE company accountability. Global Centrex, 4-10 digit dialing between domesticor international locations. Hosted PBX Platform Reallocate IT Staff and Cut Third Party Costs. Reduced Costs LD & Local Calling Ongoing Support Scalable / EasyMAC Siteto Site Calling / EarthLink In-Network customers and converged calling minutes included. Managed Hosted VoiceService. Software & Firmware Upgrades. Eliminates Third PartyCosts (new feature releases & additional applications). Pay Asyou grow: Add Seats, IP Phones, Broadband, Locations or additional services as needed. Improved Efficiencies/Saves Time Improved Efficiencies/Saves Time Reduced Costs Reduced Costs Reduced Costs Electronic Fax.pdf documents distributed via / CommPortal. Increases Productivity / Saves Time / Reduced Costs Unified Messaging SingleCable Run IP Phones Voice, , and electronicfax Integration into a Single Platform. 10/100 Ethernet port into Phoneand an Output Port for a PC. (GIG-E option available) Aastra, Polycom Industries Leading IP Phones Maintained by EarthLink. Improved Efficiencies/ Saves Time Reduced Costs Improved Efficiencies/ Saves Time CPE Industry Leading CPE, POE Switch, IP Phones, Battery Backup Improved Efficiencies/ Reduced Costs Proprietary & Confidential 17

18 Hosted Voice Benefits Features Advantages Benefits Training Included On Site or Virtual training. Improved Efficiencies/ Saves Time Find Me/Follow Me Administrative Portal (BG) CommPortal (User) Never miss a call again because the system will find you! Flexible user options. One Number to Dial More administrative control than with system located at customer premises. Anytime,anywhere, anyplace complete call management for user (Call logs and Call Routing). Improved Efficiencies/ Saves Time Improved Efficiencies/ Saves Time Improved Efficiencies/ Saves Time Platform Upgrades Call Logs Instant access to the latest and greatest features and functions automatically. (No EOL) Visual logs of missed,received and placed calls for reference or single button dial back Reduced Costs Improved Efficiencies/ Saves Time Minimal Capital Investment Low to No CAPEX vs. OPEX Reduces costs Imported Call Directory ACD Anywhere, any time, anyplace access to your imported corporate directory. Affordable Inbound call routing to skill based agents. Available Call reporting, monitoring and MOH. Improved Effectiveness / Saves Time Better customer service / Better Retention, Continued Revenue Auto Attendant Automated routing of Inbound calls Better customer service / Better Retention, Continued Revenue Proprietary & Confidential 18

19 EarthLink s Nationwide Network Proprietary & Confidential 19

20 Hosted Voice Network Topology We base our connectivity solutions on the type of customer facility and bandwidth requirements. As a result, the customer receives a customized and scalable solution. Proprietary & Confidential 20

21 Flexibility of Access Bandwidth *Ethernet Access Enables MPLS Split VLANs.* Benefits of VLAN Split: Partition Internet Access for Security purposes. Allows customer to use a Host Based Firewall and manage all Internet Traffic through a single site. Same quoting process as today. Not available with NxT1 access. Total Access Loop Speed; Internet Access VLAN MPLS and Voice VLAN Proprietary & Confidential 21

22 EarthLink IT Services Updates Mike Salviski

23 More Products and Services With EarthLink, you can offer services squarely where customers are spending Portal/Tools their IT dollars. EarthLink Data Center Services Colocation 4% IT Spend Virtualization Services Cloud Hosting Cloud Storage Virtual Desktop Dedicated Server Disaster Recovery Web Hosting 9% IT Spend Application Services EarthLink 365+ Collaboration Suite Unified Endpoint Management & Security Hosted CRM Database as a Service Managed Support Services Managed Infrastructure Help Desk 47% IT Spend (people) Managed Security Services ( 2% IT Spend, and Increasing) Managed Firewall, Secure Remote Access, PCI Compliance Validation Core IP Voice and Data Services (11% IT Spend, incl hardware) Voice: Hosted Voice, Integrated Access, SIP Trunks and PRI, Converged Minutes Data: MPLS, Internet Access, Blended Access Options Proprietary & Confidential 23

24 Secure, Fully Redundant Data Centers, Connected by a Nationwide Private Network One Study of Cloud Consumers AvgOpExSavings 22% Avg CapEx Savings 26% 24 EarthLink Ranked #1 Managed Service Provider by MSPmentor Proprietary & Confidential 24

25 EarthLink 365+ Hosted Collaboration Suite Hosted Collaboration Suite (HCS) Offline (OST)& Personal Folders (PST) Support Enterprise Global Address List Shared Contacts, Calendars, Tasks& Folders Full Public Folder Support & Resource Mailboxes Single Mailbox & Single Item Recovery Secure Instant Messaging & Collaboration Secure Document Management & Collaboration Exchange Secure IM SharePoint P P P P P P P Secure Web Access P P P SaaS Malware Protection (Multi-engine/ multi-layered) P P P Secure Web-based Access P P P 24x7 Staffed Monitoring as a Service (MaaS) P P P Change Management(SOC 2 Type II Certified) P P P Wireless Sync (ActiveSync, Good & Blackberry (Rim)) Personal Archive (Virtual PST) Discovery Archive (ediscovery) Compliance Archive (SEC/FINRA) Optional P P P P Proprietary & Confidential 25

26 EarthLink Help Desk/TechCare Experienced & Reliable Supporting more than 1,000 businesses Supporting more than 80,000 end users Resolving more than 40,000 inbound incidents a month Mature process 17 years of experience Supporting all types of businesses - from SMB to Fortune 500 Responsive 70% calls reach a live person in less than 30 seconds On average all calls reach a live person in less than 60 seconds 70% issues resolved and closed on the first call Proprietary & Confidential 26

27 Healthcare Industry Hospital Business Challenges Supports 5,000+ end users after normal business hours (7am 7pm) Supporting 250+ customized business applications Critical applications: no margin for error supporting operations in progress and prescriptions Maintaining HIPAA compliance IS Service Center Manager receiving calls/ s nightly and weekends with escalations The Solution EarthLink TechCare providing end users help desk support from 7pm 7am Customer handles support from 7 am 7pm Integration with existing trouble ticketing systems Seamless transition - intensive Training of EarthLink TechCare analysts on custom apps Business Benefits Daily Status Reports from ELNK better than internal reporting Reduced internal support costs by ~30% Demanding customers (doctors, nurses, clinicians) happy with TechCare IS Manager sleeping better at night Proprietary & Confidential 27

28 Ciao Bella Business Challenges Aging Servers, slow performance on mission-critical applications Unreliable provider, frequent outages No dedicated IT staff Controller spent too much time troubleshooting IT infrastructure The Solution All servers and applications on Cloud Hosting platform in EarthLink Data Center Migrated entire NJ data center to EarthLink Platinum Level of Managed Services Migrated to EarthLink Secure Business Benefits Avoided $80K of CAPEX Improved application performance Increased security Reliable service Eliminated need for local maintenance contracts Allows controller to focus on his duties instead of trouble shooting IT Business continuity Proprietary & Confidential 28

29 Business Continuity in Action Super Storm Sandy Super storm Sandy hits NJ in October 2012 Two week power outage at NJ headquarters Ciao Bella Stays in Business Servers/applications and stayed fully operational in EarthLink Data Center Nationwide sales team able to submit orders for production in Oregon Distribution centers able to ship & invoice orders If we didn t move to cloud services, we would have been out of business during the hurricane. Bob Serchuk, Controller, Ciao Bella Proprietary & Confidential 29

30 EarthLink Complete MPLS Bill Ciminelli

31 MPLS Overview Connects multiple locations through EarthLink s private, highly reliable Wide Area Network (WAN). Provides customers with the ability to prioritize and manage the delivery of data based on their business needs with 6 Class of Service profiles. Delivers service with an access agnostic approach supporting a variety of primary and backup access options. - Ethernet, EOC, DS1xN, DS3, OCn, DSL, Wireless Proprietary & Confidential 31

32 MPLS Network Diagram Canadian Office (ADSL) IPSec Cloud Computing Providers Remote Office (Cable) IPsec Internet Application Exchange VoIP Providers POS Providers Branch 1 (PPP/Metro T-1) Earthlink Busniess Core MPLS Network EarthLink Data Center (Ethernet) Branch 2 (DSL) Branch 4 (Wireless) Branch 3 (Frame T-1) Host Location (DS-3) Proprietary & Confidential 32

33 Data Center Connect - Features Data Center Connect provides an MPLS port at an EarthLink Data Center that is directly connected to the EarthLink network via dedicated and diverse fiber-optic facilities. Scales from 10 Mb to 1 Gb The first 10 Mb is at no charge. Data Center Connect provides an option that allows the MPLS service to burst up to 2 times the port speed. Proprietary & Confidential 33

34 Data Center Connect - Burst Option MPLS Port 2 X Port Speed Data Center Connect provides an option that allows the MPLS service to burst up to 2 times the Port Speed. Port Speed For example, if the Port Speed for a Data Center Connect Port is 20 Mb, the maximum Burst Speed that the port can burst up to is 40 Mb. The selected Class of Service profile will scale proportionally with the burst traffic. Proprietary & Confidential 34

35 MPLS + IT Services The Key Value Proposition Interconnects customer locations over a highly reliable private data network. Logical separation of customer data in private VPN s eliminates the need for a customer to encrypt their data. Prioritize and manage the delivery of data based on customer s business needs. Cost effectively scale a corporate WAN with new locations and/or IP based services. Delivers service with an access agnostic approach. DSL access options allowing micro-branches seamlessly integrated into the corporate WAN with CoS policies. Customer Sites Customer Sites End-to-End Solution MPLS Core *Full Mesh* EarthLink Data Centers EarthLink Data Centers Proprietary & Confidential 35

36 Questions Proprietary & Confidential 36

37 Marketing Resources Business Partner Portal Sell Sheets Win Sheets Customer Facing Presentations Training Material Needs Assessment Questions Technical Specifications Case Studies and more! Proprietary & Confidential 37

38 Thank You Proprietary & Confidential 38