Ancero Network-Based IP VPN Remote Access (ANIRA) Service Guide

Ancero Network-Based IP VPN Remote Access (ANIRA) Service Guide

Contents Service Overview... 3 Ancero Network-Based IP VPN Remote Access Services (ANIRA)... 3 Solve Your Remote Access Needs with a Solid Networking Environment... 3 Networking on a Global Scale... 3 Simplicity, Performance and Redundancy... 3 Access Inside and Outside the Office... 4 Continuous Business Operations... 4 Features and Benefits... 4 Help Desk & Support... 5 Support Hours... 5 Response vs. Resolution Time... 5 What You Should Do Before Contacting the Help Desk... 6 Help Desk Service Level Objective... 6 Customer Obligations... 7 2014 Ancero, LLC. Page 2 of 7 v01232014

Service Overview Ancero Network-Based IP VPN Remote Access Services (ANIRA) Ancero Network-Based IP VPN Remote Access Services, powered by AT&T, provides highly secure access to critical business applications regardless of location, access type, or device across the AT&T Global Network, a unified world-wide platform. Employees are becoming widely distributed as organizations decentralize their workforces to be closer to customers, which means employees are finding themselves more disconnected from corporate resources. The increased availability of access methods like broadband, wireless, and Wi-Fi coupled with advancements with laptops, smartphones and tablets are driving infrastructure and operations to change how these devices and services are supported for remote workers. This means the integration of devices, applications and services for on-site workers and remote workers within the same network is critical. Solve Your Remote Access Needs with a Solid Networking Environment Ancero Network-Based IP VPN Remote Access Services, powered by AT&T, are designed to provide highly secure access to critical business applications regardless of location, access type or device across a unified global platform the AT&T Global Network. Dynamic routing to VPN services via high-speed backbone infrastructure is based on industry leading switching products and Multiprotocol Label Switching (MPLS), offering you consistent feature functionality on a global basis. Networking on a Global Scale ANIRA enables you to subscribe to hybrid VPN solutions based on IPSec and MPLS thus providing the best that both technologies have to offer in a single, highly secure solution managed by Ancero and backed by AT&T. IPSec enables ubiquitous IP access, which is probably the single most important characteristic of a VPN (Secure access over Internet or any IP connection for maximum reach for single users or small sites) MPLS VPN or IP VPN provides reliable, high performance WAN Wireless, enabled by the AT&T Mobility Network for users with smartphones and tablets, Broadband Wireless Card access for laptop users, access by all three at any one of the 430,000+ Wi-Fi locations With ANIRA capability, Customers can create complete VPN solutions on a global scale. Simplicity, Performance and Redundancy ANIRA provides businesses with a single solution for remote access from an end user s personal computer/smartphone/tablet, or Local Area Network (LAN) to corporate LANs, intranets and extranet(s), as well as the public Internet. Utilizing the AT&T Global MPLS-enabled networks provides an efficient, scalable way to ensure enhanced performance for your business-critical applications. MPLS addresses two critical IP VPN business networking needs: any-to-any connectivity and class of service for traffic prioritization. The network gateways are mirrored, geographically separated and load balanced ensure network up time. Cellular back-up and toll-free dial back options up keep Customer locations running. 2014 Ancero, LLC. Page 3 of 7 v01232014

Access Inside and Outside the Office ANIRA is ideal for telecommuters and remote staff in an office setting. These workers can have an Ancero VPN Gateway, powered by AT&T, along with ANIRA providing a complete solution for their setting. But when your work moves elsewhere, and includes being mobile, ANIRA provides fast connections via wireless or Wi-Fi to a range of mobile devices, extending the reach of your corporate VPN. Employees at home, in a satellite office or on the go will have a consistent VPN access experience, flexible access from smartphones, tablets or laptops with highly secure remote access to keep communications and data private. All this translate to a solution that meets a changing business environment, helps workers to be more productive and a mix of management options to best fit your needs. Continuous Business Operations If your network is disrupted, ANIRA can help get you up and running. Using on premises equipment like the Ancero VPN Gateway, powered by AT&T, combined with wireless technology as a redundant connection, your service can usually be restored quickly. If your facility is damaged, you can move to another building or several locations and still connect with cellular technology. Features and Benefits Extended roaming and Wi-Fi for remote access users Simultaneous access to both internet and customer intranets Secure narrowband or broadband access to the VPN for traveling users via AT&T Global Network Client Secure broadband access to VPN for small branch locations Extended reach and footprint for network based VPN services Breadth of Access and Extended Global reach o Consistent application capabilities for Small Office locations, as if they were at HQ o Back-up options for business continuity Flexibility o Remote access to your VPN, including simultaneous access to the Internet o User-friendly Client Software o Small office/home office solutions with robust back-up options for business continuity Resiliency Options and Reporting o Mirrored, geographically separated, load-balanced network gateways o Redundant egress connections o Advanced session level detail reports For a complete service description of Ancero Network-Based IP VPN Remote Access Services, including Service Level Agreements, please click here: ANIRA Service Guide. 2014 Ancero, LLC. Page 4 of 7 v01232014

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. 2014 Ancero, LLC. Page 5 of 7 v01232014

There are two convenient ways to contact Ancero when you need technical support: 1. By Telephone: (856) 210-5800 (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 Email: support@ancero.com To submit a request for support via e-mail, please send your request to the support e-mail address listed above. The use of e-mail for technical support should be limited to non-emergency service requests only. For immediate, emergency service please call the Help Desk. 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 ANIRA 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 2014 Ancero, LLC. Page 6 of 7 v01232014

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, especially during the initial service provisioning process. 2014 Ancero, LLC. Page 7 of 7 v01232014