BT Remote Internet. Internet Teleworker. Customer Service Description. June 04. Issue 1. Internet Teleworker Customer Service Description.

Transcription

1 BT Remote Internet Internet Teleworker June BT

2 TABLE OF CONTENTS 1 INTRODUCTION SERVICE SUMMARY BENEFITS SERVICE FEATURES COVERAGE FEATURES INTERNET TELEWORKER INTERNET TELEWORKER PRO INTERNET TELEWORKER PRO 1000/ NETWORK INFRASTRUCTURE AUTHENTICATION CPE THE BTRA CLIENT VBC AND THE WORKPLACE THE WORKPLACE THE PORTAL BT S VIRTUAL BUSINESS CENTRE (VBC) CUSTOMER SERVICE...10 SERVICE DELIVERY...10 SERVICE ASSURANCE PRICING...11 SERVICE PRICING MAJOR ELEMENTS: BILLING DELIVERY OTHER INFORMATION...11

3 1 Introduction BT Internet Teleworker is a feature of BT Remote Internet service. BT Remote Internet is a Global Services product offering Internet access aimed at companies wishing to support remote access and teleworking. Teleworking is considered to be remote working by corporate employees typically at their home location rather than in corporate premises. BT Remote Internet consists of three products Internet Standard Internet Checked Internet Extended Further details of these products can be found at the following URL: - By definition Internet Teleworker is ONLY available to customers of BT Remote Internet - Internet Extended. Internet Teleworker provides Broadband access in the UK using ADSL and global dial-in access to the Internet enabling remote workers, employees travelling on business, remote branch offices and external partners easy to use, ubiquitous access to the Internet wherever and whenever they need it By delivering dial access via local-in country calls, Remote Internet is highly economical, as it eliminates the cost of making international calls to Internet Service Providers (ISPs) or corporate networks. In this way, remote and mobile workers can have broadband or dial-up access to the Internet through which they can access corporate LAN, Intranet and etc. Important features of the service are the use of a common authentication architecture across access platforms and a single end-user client interface. 2 Service Summary BT Remote Internet dial access is available in over 150 countries through a combination of BT owned infrastructure (available in 50 major countries) supplemented by supply relationships with ISP partners offering coverage in less popular locations. In addition the Internet Teleworker feature provides integrated UK fixed line broadband access. This BT Internet Teleworker broadband service can be ordered in various combinations of access speeds and contention ratios Internet Teleworker Internet Teleworker Plus Internet Teleworker Pro Internet Teleworker Pro 1000 Internet Teleworker Pro 2000 USB Modem purchase option 50:1 Contention and 500kbits/s connection As Internet Teleworker, but including BT Install and managed USB modem rental. 20:1 Contention and 500kbits/s connection 20:1 Contention and 1Mbit/s connection 20:1 Contention and 2Mbit/s connection Can be ordered in conjunction with any of the above products, excluding Internet Teleworker Plus. For users who register for Internet Teleworker Plus, a BT engineering visit is carried out for new installations, and a suitable USB modem (with software) provided as part of the service.

4 Responsibility for loading the software/modem drivers onto the user s PC remains with the user. There is a comprehensive portal and helpdesk to support ADSL delivery from initial registration through to implementation and beyond. Initially, billing will be via a corporate blue bill for the ADSL element, and a separate bill for the Dial Access. Shortly we will be offering billing at the end user level. 3 Benefits 3.1 Service Features BT Internet Teleworker offers the following features and benefits: Flexible working offers employers huge advantages, and BT has been a leading exponent. Flexible working means employers can pick from a wider pool of employees, reduce their central accommodation costs, and also build better relations with the workforce. It will increasingly be the pattern of work for the future. BT Internet Teleworker is a powerful teleworking platform that lets employers implement a teleworking initiative with relatively low effort. It offers an unparalleled mix of speed and performance. A powerful service Portal speeds ordering and service delivery issues for broadband, through features such as bulk ordering. BT Internet Teleworker interworks with the rest of BT's business portfolio, and can be combined with Firewalls; virus checking and encryption technologies to offer a complete Teleworker Internet access package. Enhanced Business Performance in a global marketplace where customers, employees and partners can be based anywhere in the world, staying connected is vital. Being able to access business information from any global location can often give customers the competitive edge. Global Connectivity BT Internet Teleworker lets all parts of an organisation, no matter how remote, reach the information they need at any time. As a result, business processes can be streamlined, new markets can be reached and there will be an impact on the bottom line. Free BT RA Client application The BT RA Client is an integral part of the Remote Internet product and Internet Teleworker service. This client software makes accessing the network easy and provides a single, customisable and simple intuitive user interface. Reliability - With BT s reliable and impressive global coverage, customers benefit from access wherever and whenever they need it, made easy with the BT Remote Access Client application. 3.2 Coverage BT Remote Internet dial access offers coverage options in over 150 countries at speeds of up to 128k using a mixture of BT owned and partner infrastructure for connection to the corporate network via the Internet. Variants of BT Remote Internet offer combinations of features; functionality and coverage to meet all types of customer remote access requirements. The Internet Teleworker element of the service provides ADSL access from many areas of the UK with coverage increasing all the time.

5 It is easy to check UK ADSL availability at specific locations using the BT ADSL availability checker at: Contracts for the Phase 1 Internet Teleworker feature must be signed in the UK. 4 Features 4.1 Internet Teleworker Internet Teleworker is the entry level product, and is the cost-effective choice for simple business teleworking. It is aimed at users with relatively simple Internet needs, for example for and access to simple information online. ADSL broadband with download speed of up to 500 Kbps; upload speed: up to 250 Kbps. 50:1 contention ratio Wires-only Aimed at USB - single user Global roaming capability to 150 countries Minimum contract 12 months The Standard Internet Teleworker support model provides a helpdesk to helpdesk environment, where the Corporate Administrator is backed by a web portal or telephone helpdesk for service and trouble-ticket management 4.2 Internet Teleworker Pro Internet Teleworker Pro is a recommended option for the high usage Teleworker, for example an agent in a Multimedia Call Centre accessing information needed to handle incoming calls ADSL broadband with download speed of up to 500 Kbps; upload speed: up to 250 Kbps 20:1 contention ratio Wires-only Aimed at Ethernet - multiple users Global roaming capability to 150 countries Minimum contract 12 months The Standard Internet Teleworker support model provides a helpdesk to helpdesk environment, where the Corporate Administrator is backed by a web portal or telephone helpdesk for service and trouble-ticket management 4.3 Internet Teleworker Pro 1000/2000 The Pro 1000 and Pro 2000 options of BT Internet Teleworker are premium products, aimed at very high intensity users, users who place a high premium on their time and the quality of their connection, and even to allow connection of smaller branch offices via a LAN. They offer the same low contention rate as Teleworker Pro, but bandwidth of 1Mbit/s and 2Mbit/s respectively. Note that while BT always recommends a firewall when connecting to the Internet, this is particularly important when connecting a LAN. BT can provide appropriate firewall products ADSL broadband with download speed of up to 1Mbps; upload speed: up to 250 Kbps 20:1 contention ratio Wires-only Aimed at Ethernet - multiple users

6 Global roaming capability to 150 countries Minimum contract 12 months The Standard Internet Teleworker support model provides a helpdesk to helpdesk environment, where the Corporate Administrator is backed by a web portal or telephone helpdesk for service and trouble-ticket management BT Remote Internet (Internet Extended service) provides seamless global dial services and UK ADSL broadband capabilities via the BT Remote Access platform and strategic global partners. This gives the customers a single and complete remote access service utilising a common client interface and common authentication for home and remote working. Remote Internet Extended Features Dial Access available in over 150 countries UK fixed Broadband (ADSL) access Supports network based (CHAP/PAP) and delegated authentication (RADIUS PAP) for management of user names and passwords Client IP Addressing, shared addressing dynamically assigned by the network

7 5 Network Infrastructure The UK Broadband access uses elements of BT Wholesale broadband services such as IP Stream and BT Central as underlying network elements. The basic network infrastructure architecture will be built-up in modules of 155 mb. At present, 155mb is the largest and most cost effective service module available. Use of Webport Complete (which combines UK-dial access, with broadband connection to the Internet) offers the best combination of cost and functionality. BT RA Client Broadband End User Webport IP Stream BT Central Complete Tail 155 Mb Broadband BT Colossus 155 Mb NTE BT Global RADIUS NTE Internet Webport Dial Access UK Dial End User Global Dial Access CPE Customer Site Global Roamer 6 Authentication A major advantage of using Webport Complete with corresponding BT Central components is the ability to support onward proxy authentication to the BT global authentication system. In order to accommodate user authentication hosted on the BT global RADIUS, a virtual domain name string is used to route users through the UK Broadband network. This virtual domain takes the format of a suffix appended to the username string (e.g. userid@company.btha) BTHA is being used within the Internet Teleworker feature as the virtual domain suffix which is appended automatically for customers using the BT RA Client application. This unique suffix will identify all users as belonging to Internet Teleworker and also initiates validation of the user against the BT global RADIUS system where usernames will either be authenticated locally or proxied to a customers own RADIUS system. It is this centralized authentication concept that will facilitate the unique, single-sign-on mechanism that end-users can use whether they need access by ADSL, dial in the UK, dial globally. This model will then be replicated for additional access technologies such as GPRS or Wifi.

8 7 CPE CPE can be purchased at the time of end user registration only. The following options are available: ADSL USB Modem ADSL Router Note that it is neither possible for the end users to select both items, nor multiples of any item. Delivery of the CPE will be automatically timed to reach the user before their line is activated. 8 The BTRA Client An important aspect of the ADSL access feature is the new BT RA Client s ability to simplify the connection process for end-users who wish to switch between different access technologies, for example between Dial and ADSL Modems. This device selection can be managed through the roaming window or through the use of multiple profiles. Multiple profiles can be used to facilitates a range of access technologies for even the least technically confident of end users. Multiple Profile Support to allow for multiple service, single client configuration The Remote Internet, Internet Extended service is only supported today for users running the BT RA Client (or previous Autodialer) application. This means that any customer who orders the dial service Internet Extended HAS to use the BT RA Client. This is because the BT RA Client handles a number of factors such as setting the client correctly for the access number being dialled, manipulating the username if required, keeping phone database up to date etc It should also be noted that the Internet Teleworker feature is only supported under the BT RA Client application. Any existing Internet Extended users wishing to take advantage of the UK ADSL capability who are already running the BT Autodialer will have to upgrade to the new BT RA Client application. This support statement has changed slightly with the Internet Extended, Internet Teleworker launch. The Teleworker feature provides UK ADSL access to existing customers of the Internet Extended service. The BT RA Client has been developed to accommodate dial (analogue & ISDN) and ADSL modem access technologies. This means the user can maintain the same username and user interface for their global dial access and their UK ADSL requirements. The BT RA Client therefore provides the users with a single consistent interface for all of the access technologies currently supported in Internet Extended.

9 If the user is using the global dial capabilities of the Internet Extended service they MUST use the BT RA Client. The service is not supported and is unsupportable unless the customer uses the BT RA Client application. If they are running an ADSL modem at home they can use the BT RA Client to establish the connection and operate with a simple consistent user interface regardless of which access technology they are using. If they are running an ADSL Router at home they will not need to use the BT RA Client for ADSL connections but they will have to configure their username and password within the ADSL router. This will be in the normal username format (e.g. user@company) however it will require the suffix.btha to be added (e.g. user@company.btha). This configuration is only applicable for users running network based or delegated RADIUS CHAP authentication. Delegated RADIUS PAP or token based (SecurID) authentication will not be possible for customers wishing to run ADSL routers. 9 VBC and the Workplace Corporate administrators and end users can manage aspects of the Internet Teleworker service through three web-based management tools: the Virtual Business Centre (VBC); the Workplace; and the ITW Portal. 10 The Workplace The Workplace gives corporate administrators control over the provision of broadband lines to end users. The Workplace allows the corporate administrator to initiate the broadband provision process for either a single end user or for a group of end users, using a bulkregistration tool. Alternatively, the corporate administrator may receive a provision request from an end user, who has registered themselves on the portal, in which case the corporate administrator is given the option of approving or rejecting the provision request. Key features of the Workplace include: 1. Ability to log faults for attention by BT Global Services, and to review the progress of those faults. 2. Ability to initiate broadband provision to individual end users or groups of end users. 3. Access to extensive management report suite.

10 11 The Portal The Portal is the management interface seen by individual end-users. It allows them to register with the service, subject to corporate administrator acceptance, and to log faults for attention by the corporate administrator, and possible subsequent escalation to BT Global Services. Key features of the Portal include: 1. Ability to log faults for attention by the corporate administrator, and to review the progress of those faults. 12 BT s Virtual Business Centre (VBC) A link is available from Workplace to BT s web-based service management tool, VBC (Virtual Business Centre), accessible at The VBC gives corporate administrators control over the common authentication service, used by Internet Teleworker and many other Global Services remote access products. It allows the corporate administrator to create, update and delete log-in accounts on behalf of individual end users, as well as providing a range of management reports. Corporate administrators will have to separately register for access to the VBC. 13 Customer Service Service Delivery Internet Teleworker is only available to customers of BT Remote Internet - Internet Extended service. The Internet Extended service can be ordered via the normal BT channels and account teams. When an order is placed details such as the realm name (@company portion of the username), type of authentication etc will have to be collected. Once a customer has ordered the Internet Extended service they can then apply for the Internet Teleworker feature via the webportal. Once users are registered on the Internet Extended service, the webportal interface allows for individual user registration as well as bulk entry which greatly simplifies the process of ordering ADSL lines for customers with large groups of users. Service Assurance End user problems should initially be reported to the customer s own internal IT helpdesk or LAN Manager Team. Preliminary diagnostics should be carried out by the customer s internal helpdesk. Where appropriate, network or service faults should be escalated into the BT service team. This can be either via a phone call into the designated BT customer service centre or via the webportal

11 14 Pricing Service pricing major elements: Service Installation fee ADSL Connection installation/activation fee Fixed monthly charges for ADSL connections Usage based charges for dial-up access Dial access is charged based on connect durations (billed in one minute steps) and country of origin of the call. Standard network usage pricing does not include the cost of the local call into the Point of Presence (PoP), however in some countries toll-free access numbers are offered in which case an additional charge is made for usage of these options. Users with ISDN lines will incur an additional charge when converting to ADSL. There are no additional charges for: User Registration Roaming 15 Billing Customers receive a bill per contractual commitment. Monthly billing is issued according to the schedule agreed with the local sales channel. 16 Delivery Pre-delivery checks are made to ensure the customer's service is completed and operational prior to hand-over. Upon completion of service delivery, all customers are provided with contact details, escalation paths, and additional information. 17 Other Information Further information about the service is available from: