Timeline for MPLS Deployment What to Expect for Design, Implementation, and Support of SMB Customer MPLS Network Services Get Started Now: 877.611.6342 to learn more. www.megapath.com
What to Expect for Design, Implementation, and Support of SMB Customer MPLS Network Services Given the complexity of voice and data network services, the implementation and project management processes behind a Multi- Protocol Label Switching (MPLS) network are critical for service performance and reliability. Quality processes are also important for creating a successful working relationship with the network provider. MegaPath focuses on delivering smooth, timely implementation of MPLS network services to customers. The comprehensive and well-designed MegaPath processes have been proven in multiple successful MPLS service implementations. Additionally, MegaPath offers implementation and project management strengths that are not easily matched by other service providers: The detailed Technical Architecture Document and Customer Solution Plan, which provide a clearly defined scope of work, network design, and set of expectations for all parties. Automated workflows in the MegaPath order management system that improve order accuracy and support timely installations. Highly skilled Project Managers, sales engineers, design engineers, and installation personnel who deliver an optimal, professionally installed network solution. Post-installation support for your MPLS network solution. These strengths are reflected throughout MegaPath processes that support pre-sale discussions, implementation, and ongoing management and support of the customer s network solution. What to Look for in an MPLS Provider An easy and successful MPLS network installation starts with the choice of a strong, experienced service provider. For most organizations, the right managed services provider (MSP) maintains its own network and offers an extensive array of managed services. With this type of MSP, customers can choose a fully managed service for network access, voice, or security or the combination of individual services that match business needs. And because these services run on the provider s network, it is easy to scale or adapt new services as those business needs evolve. For additional guidance on evaluating service providers, see the MegaPath white paper How to Choose a Managed Network Services Provider. Product Whitepaper: Timeline for MPLS Deployment 2
Before Ordering MPLS Service A successful network implementation begins well before the first circuit is ordered. Throughout the sales process, customers and channel partners can expect support from MegaPath for: Identifying the optimal mix of voice, data, security, and other network services to deliver strong business value to the customer. Determining requirements for network design, access circuits, equipment, migration from or integration with existing customer systems, and post-implementation maintenance and support for the solution. Creating a technically sound and cost-effective network design that can scale and evolve to meet changing customer needs. Developing a comprehensive solution plan that details products, services, final design, timelines, and project management processes to implement the customer s MPLS solution. MPLS Service Implementation: Processes and Timelines Well-established processes and highly experienced project teams are vital for achieving headache-free and timely deployment of MPLS services. For each customer deployment, MegaPath assigns a team of service delivery professionals who act as an extension of the customer s IT department to ensure the network is accurately designed, installed, and supported. Every MegaPath service delivery team is led by a Project Manager who orchestrates all activities for a successful network deployment. The rest of this section describes typical activities, processes, and timelines for deploying a new customer s MPLS network services. Note: Specific timelines for each step may vary depending on the network size, access type(s), and additional services (e.g., voice, security) selected by the customer. Solution Initiation and Planning: Project Management Developed by a MegaPath Sales Engineer and with input from the customer, the Technical Architecture Document (TAD) contains all information about how the MPLS network will be built for the customer. Detailed information covers router configurations, circuit provisioning standards, the IP addressing scheme, firewall rules, and other technical design specifications. The TAD is not considered complete until the customer approves the final version. This document serves as a baseline for implementing the customer s MPLS network solution. When the customer approves the TAD, MegaPath assigns a Project Manager and forms a service delivery team to begin work on the necessary planning and preparation for the deployment. Note: A Project Manager is not assigned at the time of contract signing, but when the TAD is approved by the customer. The Project Manager holds internal and customer project kick-off calls to ensure that all documentation is complete and accurate. Changes can be made at this point without affecting the overall project timeline. The first project initiation and planning activity is an internal MegaPath kick-off call. In this call, the team leaders from each MegaPath organization involved in solution delivery and operations have an opportunity to understand the details of and resolve any questions about the planned customer solution. Changes can be made to the solution baseline at this step without affecting the timeline. Product Whitepaper: Timeline for MPLS Deployment 3
The Customer Kick-off call is a key activity for planning the actual network implementation activities and schedules. The agenda for this call is to review the TAD and Solution Plan documents, introduce MegaPath billing procedures, and cover plans for installation activity and status reporting. This call is also used to affirm the baseline solution and to make any changes to the plan. The Solution Plan sets expectations for all parties about what will be implemented and when. It includes the approved contract, TAD, information about the solution, and information about critical project elements such as timelines and milestones, installation guidelines, the technical support plan, billing information, and change management procedures. Solution Initiation and Planning: Project Management Timeline Activity/Process Team Day 1 Assign Project Manager MegaPath: Project Management group Day 2 Schedule a MegaPath internal call with appropriate team members to ensure the customer solution is communicated and understood by all team members. Day 2 Send customer questionnaire to gather input for comprehensive solution plan Day 3 Schedule and lead a customer project kick-off call, Sales Representative, Sales Engineer, Design Engineer, Billing Representative, other team members as needed Day 3 Place circuit and equipment orders, Provisioning group Day 3-8 Create draft version of Customer Solution Plan Day 4-8 Sign-off for Customer Solution Plan MegaPath representative Customer representative Product Whitepaper: Timeline for MPLS Deployment 4
Customer Site Implementation: Execution Before customer sites are activated, MegaPath Design Engineers complete the necessary configurations in the MegaPath network. This activity includes establishing the customer s MPLS private routing domain and configuring other network equipment (e.g., network-based managed firewalls) and resources (e.g., IP merchant services) as appropriate. Design engineers also configure and test MegaPath-provided equipment and create configuration templates to be used by the MegaPath supply chain team to configure and ship equipment to customer sites. Implementation activity at each customer site typically involves provisioning a new network access circuit, installing additional wiring if needed, installing a router(s), and connecting and testing the access to the MPLS network services. The MegaPathprovided equipment is configured, tested, packaged, and shipped to the customer site and a MegaPath technician completes the on-site installation. The MegaPath technician may also work with partner technicians to integrate network access with an existing PBX or other approved customer equipment. Progress of the customer site installation is reported in the MegaPath SMB Customer Portal. At any time, the customer can view the status of all sites and see if any issues are preventing a site from being successfully enrolled, provisioned, or installed. The MegaPath Project Manager maintains the customer relationship, provides status reporting, and is the sole contact until the project is complete. Customer Site Implementation: Execution Timeline Activity/Process Team Order submission until order completion Monitor order status and resolve equipment and installation issues as needed, project team Day 7-10 Develop and configure customer s MPLS solution per the approved TAD MegaPath: Design Engineer Depending on access, from service installation (which varies by product) until project completion Perform circuit and CPE installation at customer sites Implement necessary integrations with existing systems MegaPath: Provisioning and Activation groups, in conjunction with local providers and field service technicians Project start until project completion Provide regular status reports to customer Product Whitepaper: Timeline for MPLS Deployment 5
Project Completion and Transition to Support As the network implementation activity is completed, the MegaPath Project Manager works with the customer to ensure an easy transition to ongoing network management and support. In addition, customers are given credentials to the MegaPath Customer Portal, links to online MegaPath support tools via the MegaPath support page, and technical support contact information. Project Completion and Transition to Support Timeline Activity/Process Team Day 30-45 Review first invoice with customer to confirm charges and answer any billing questions Project Completion Conduct post-installation survey to identify customer satisfaction level and activity/ processes needing improvement Project Completion Transition customer to MegaPath Support as project installations are completed and Support teams Ongoing Customer Support When it comes to customer support, MegaPath is distinct from other providers in its offerings for network monitoring and aroundthe-clock security, continuous device management, and comprehensive reporting. Stringent service-level agreements (SLAs ) are one factor guiding the response of the MegaPath support teams to network problems. Structured escalation procedures are activated automatically to expand resources for addressing problems with high severity levels or issues that have not been resolved within specified timeframes. MegaPath support engineers can also involve partner support organizations when necessary for resolving complex outages. The MegaPath SMB Customer Portal gives customers complete visibility into their networks, order status, and account administration. After the network is installed, customers can use the portal for tasks such as entering and checking the status of trouble tickets and submitting questions about their account. Product Whitepaper: Timeline for MPLS Deployment 6
About MegaPath MegaPath is a leading cloud communications company that empowers businesses to easily and securely communicate between their headquarters, employees and business partners. We offer a comprehensive portfolio of voice, unified communications, hosted IT, Internet connectivity and secure data networking services that increase productivity and customer satisfaction, while lowering costs. MegaPath security solutions deliver a comprehensive set of unified threat management (UTM) services that can be fully implemented in the cloud, at the customer s premises, or in a hybrid configuration to deliver unprecedented security. The MegaPath security solutions are compliant with stringent HIPAA security and other regulatory requirements. Serving over 235 metro markets throughout the United States, the MegaPath team can combine the right access technologies, VPN and direct network connectivity, as well as security options to deliver a customized private or hybrid cloud. Add MegaPath services for IP voice and collaboration (Hosted Exchange, SharePoint, and data backup) for a complete communications solution. MegaPath is a leading provider of Ethernet over Copper services, which share the same business-class SLAs as T1 lines, but offer higher bandwidths at a lower cost, partially due to the efficiency of the technology. In other areas, customers can choose from multiple access options that meet business needs, including T1 and DS3, DSL, cable, and wireless. Next Steps Get Started Now: 877.611.6342 to learn more. www.megapath.com Product Whitepaper: Timeline for MPLS Deployment 7