Ancero Virtual Private Network (AVPN) Service Guide

Transcription

1 Ancero Virtual Private Network (AVPN) Service Guide

2 Contents Service Overview... 3 Ancero Virtual Private Network Service (AVPN): Reliable, flexible, any-to-any connectivity... 3 AVPN Benefits... 3 AVPN Features... 3 Help Desk & Support... 4 Support Hours... 4 Response vs. Resolution Time... 4 What You Should Do Before Contacting the Help Desk... 5 Help Desk Service Level Objective... 5 Customer Obligations Ancero, LLC. Page 2 of 5 v

3 Service Overview Ancero Virtual Private Network Service (AVPN): Reliable, flexible, any-to-any connectivity As a business in today s competitive environment your network is critical to increasing productivity, supporting applications and connecting locations anywhere your needs take you. Ancero Virtual Private Network Service, powered by AT&T, is a network-based IP VPN solution with a wide range of features and the flexibility to choose the options you require today, and over time. AVPN is provided over the AT&T Global Network utilizing Multiprotocol Label Switching (MPLS) and provides high-performance, any-to-any connectivity to a single network, to help ensure that your business stays connected. The AT&T Global Network performs consistently on a global basis with the highest levels of availability enabling all of your users to have the same experience when accessing your corporate applications. The fully meshed network provides diversity via IP routing providing redundancy and simplified disaster recovery. Inherent MPLS network-based security supports the integrity and availability of communications across the network. AVPN addresses the importance of providing an agile, converged network to connect your locations and integrate both legacy and leading edge technologies in a secure, reliable environment which allows you to take full advantage of your networking capabilities. The flexible MPLS network scales to accommodate your changing bandwidth needs. Through rich features and multiple access options you are able to quickly add new sites and applications to the network. Designed with six (6) classes of service (CoS) enabling your business to prioritize traffic over a single infrastructure achieving the high levels of performance that your voice, video and data applications require. AVPN Benefits Highly secure, reliable network architecture providing any-to-any connectivity Flexibility to easily add new locations, applications and features to your network Integrates with wireless Improve application performance utilizing classes of service (CoS) for enhanced traffic prioritization Optional services like Network-Based Firewall, powered by AT&T, and Intrusion Prevention Services, powered by AT&T increase the security of your networking environment AVPN Features Variety of Remote Access options via IPsec Global availability MPLS inherent security Management options on a per site basis Multiple VPNs on a single connection For a complete service description of AVPN, including Service Level Agreements, please click here: AVPN Service Guide 2013 Ancero, LLC. Page 3 of 5 v

4 Help Desk & Support Support Hours Unless otherwise agreed to in writing, help desk support for non-critical issues (P2 and P3 Severity Codes as defined below) will be provided during regular business hours, which are defined as Monday through Friday from 8:00AM to 8:00PM EST. Critical issues such as a complete service outage will be responded to on a 24x7x365 basis. A Customer request to obtain emergency support for a non-critical issue outside of standard business hours will be billed separately. Statutory holidays observed by Ancero are New Year s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. During these designated holidays Ancero may operate with a reduced staff and Customers may experience slower than normal response times. Response vs. Resolution Time It is critical to understand that response time and resolution time are separate and distinct measurements of time. Response time is the time it takes to initially return contact to a Customer and acknowledge the problem after the Ancero technical staff has received a service request. Resolution time is the date and time a given problem is actually resolved. Because of the potential impact of third party vendors and the complexity of certain kinds of technical situations, Ancero cannot provide guaranteed resolution times. If a problem cannot be resolved within the escalation time frame it will be automatically escalated from the help desk technician to a higher level resource for additional support. A variety of factors, including many beyond Ancero s control, can impact the time needed to resolve a technical problem. In most cases, support requests will require the active participation of a Customer representative who is familiar with the reported problem, and who is able to work with the assigned Ancero support technician to ensure a satisfactory resolution. Third party vendor support agreements and their associated response times can significantly impact the time needed by Ancero to resolve a technical problem. There are two convenient ways to contact Ancero when you need technical support: 1. By Telephone: (856) (Option 1) To submit a request for technical support by phone, please call the number listed above any time of day or night. Our emergency support procedures include a built-in escalation plan to ensure that your support request is handled as soon as possible. 2. By support@ancero.com To submit a request for support via , please send your request to the support address listed above. The use of for technical support should be limited to non-emergency service requests only. For immediate, emergency service please call the Help Desk Ancero, LLC. Page 4 of 5 v

5 What You Should Do Before Contacting the Help Desk When you call or send a message, please ensure that you have detailed and complete information: Your name & location and where & how to contact you in case of a problem A description of the problem and its severity Any error messages Any changes made recently In case of a request or question, description of request or question and relevant details Help Desk Service Level Objective Ancero provides all AVPN customers with access to priority support from our help desk and support staff. The following matrix defines the service level objective provided by Ancero under this Service: Initial Severity Severity Response Escalation Code Time P1 Critical A situation that is causing a critical impact to the Customer s business operation with wide-spread outage, or impact to a critical user or group of users, and no immediate workaround is available. The Customer s workflow capabilities are severely limited or degraded. 15 minutes from receipt of call 1 Hour from first response P2 High - A P1 situation with a workaround such that the Customer can continue to use the service at an acceptable level. The Customer s workflow capabilities may be moderately limited or degraded. 30 minutes from receipt of call 4 Hour from first response P3 Normal - Low impact problems and/or services which do not require immediate resolution or completion, as they do not directly affect the Customer s productivity or limit functionality. This includes routine system maintenance and updates as required. The Customer s workflow capabilities are not limited or degraded. P3 issues are considered non-critical and will be handled during standard business hours. 4 hours from receipt of call As necessary as determined by engineering staff Note: Ancero s technical staff reserves the right to adjust the severity code as the situation develops, and as the support requirement warrants. Customer Obligations Customer must notify Ancero in advance of material changes that may impact this service, or inhibit or delay Ancero s ability to render service. Customer must assign one or more staff members to assist and actively work with Ancero technical staff as needed to resolve problems during the provisioning of help desk and remote support services, especially during the initial enrollment process Ancero, LLC. Page 5 of 5 v