Roger Fry rfry@wantec Tim Myers tmyers@wantec

Roger [email protected]

Tim [email protected]

Agenda

Introduction to WAN Technologies (WANTEC)

WANTEC’s Products and Services

When and How best to involve WANTEC on an opportunity

Examples of past successes

Primary Network’s Alliance Partnership

Flow process and contacts

Pricing guidelines

Sales Order process

Customer Proposal of Work

Credit/Leasing options

WANCare Network Management Services

Questions and Answers

WAN Technologies Background

Founded in 1994, Inc. 500 award winner in 1999 Voice/Data Networking Integrator - specializing in WAN

Implementations and Network Management Product Line Expertise - Cisco (Silver VAR), Cisco AVVID, Adtran,

Larscom, Kentrox, Quick Eagle, Polycom, Vertical Networks and Visual Networks

Current Customer base - 2,200 Corporate Logo’s

Acquired 10/5/01 by Willis Stein Telecom Acquisition Company

Strong technology orientation

Quality management platform

Outstanding customer relationships

Proposed Product Set

Delivering Network Services: Strategy > Integration > Management > Support

Strategy

Integration

Management

Support

Management Services:

• WANCare

Integration Services:

• Equipment Sales and Leasing

• Installation• Project

Management

Strategy Services:

• Network Design

Support Services:

• WANNet

WANCare is a flexible and reliable network management solution for

Enterprise market firms

• WANCare is a flexible solution developed for Mid to Large market enterprises– Network monitoring, management, and

optional reporting service– Customers can purchase either on-site or

remote maintenance– WANCare has been extended over time to

meet customer’s needs

WANCare is a flexible and reliable network management solution for

Enterprise market firms

• WANCare is built to provide reliable service and complete functionality– Fully redundant infrastructure, including

carrier facilities, power, and systems– World class technology platforms to ensure

broad functionality• Concord reporting tools• CiscoWorks• Web-based reporting

WANCare is a flexible and reliable network management solution for

Enterprise market firms

• Well-defined, tailored processes are developed to ensure the right solution for each customer– All processes are mapped to ensure

consistent delivery– Customers review and modify the network

management processes during the installation process, including notification guidelines for the WANTEC technicians

WANCare Services/Functions

• Network Monitoring (Up / Down / Proactive and Reactive)

• Trouble Ticketing (Generation, Escalation, Repair)

• Event Notification (Systems and Procedures)

• Problem Resolution (Single Point of Contact)

• Performance Management (Life Cycle Management, Network Trend Reports)

• Information Management (Life Cycle Management of Customer Records Database)

• Management of Carrier SLA’s

Customers are provided web access to WANCare reports

Overall Reporting Capability

(visit http://www.wantec.com/ for a demo

Overall Reporting Capability

(visit http://www.wantec.com/ for a demo

Sample WANCare reports

Health Reports

Extremely unhealthy response path due to low service availability and excessively high number of failed attempts

Response in 1 to 5 second range for the majority of the day.

Response over 100% of limit for entire day for this particular response path

Health Reports

Build out capacity to support business demands

Build out capacity to support business demands

Capacity Planning

Trend line indicates that total network volume is on the rise

Trend analysis shows Phoenix to Denver 56K Frame Relay link to exceed Bandwidth threshold within 104 days

Increase return on investment by more effectively allocating resources

Increase return on investment by more effectively allocating resources

ROI

Several underutilized Frame Relay links

Several underutilized Frame Relay links

Spokane to Orlando FR link experiencing high volume combined with

high congestion

Spokane to Orlando FR link experiencing high volume combined with

high congestion

Ensure availability of critical resourcesEnsure availability of critical resourcesWeekly Health Report

Latency never exceeded 70msec during the entire

reporting period

Link unavailable for 15 percent of the time for this week

Service Level Reports Reports

IT Manager ReportDetailed view of enterprise

trends and service performance by business

unit and individual devices

IT Manager ReportDetailed view of enterprise

trends and service performance by business

unit and individual devices

Executive ReportSummarize service level performance across an

enterprise

Executive ReportSummarize service level performance across an

enterprise

Business Unit ReportComprehensive report on ALL components of a particular business process or function

Business Unit ReportComprehensive report on ALL components of a particular business process or function

Service Customer Report

Site specific service level and performance summary

Service Customer Report

Site specific service level and performance summary

Customized Reports

Chart showing top 10 customers for Bits In for

yesterday

Total Bytes trend line shows dramatic increase over 3

month report cycle. Increased system and

network capacity will most likely be required if this

trend persists.

Custom MyHealth report created to show

customer activity and levels of resource use.

Bandwidth Utilization In or Out does not appear to be an issue for the immediate

future

Customizable Reports

• HP OpenView Logs the Event and NMS Technician is notified; or NMS Technician proactively initiates case

• Trouble Ticket created, populates Trouble Ticket Website, and remains open until closed by End User

• Historical Information is available 7x24 over the WEB

What happens when a Network Event occurs?

Sample trouble ticket report

What happens when a Network Event occurs?

• NMS Technician – Begins troubleshooting the problem, isolating the

cause– NMS Technician fixes the problem remotely, or

opens up a case with the LEC or Carrier, or dispatches repairman for onsite visit

– NMS Technician contacts the customer within 30 minutes of receipt of alarm, providing nature of problem, possible cause, and current repair activity

– Acts as a Single Point of Contact for Trouble Resolution, working with Tier 3 support

WHY Buy WANCare Today?

• Need for High Network Availability

• Insurance and Security

• Complement / Supplement IT Staff

• Information Management / Carrier SLA Management

WANCare Elements• Platform

– HP OpenView / CiscoWorks – Concord / Sun Solaris

• Systems– Trouble Ticketing Systems / Call Center – Help Desk / Escalation Procedures

• People– Managers / Certified Technicians– SLA’s– Ongoing Reviews with customer

WANCare Differentiators• One Stop Shop for Managed Network Services, Integration,

Maintenance, and Carrier Services

• Automated Systems for event notification, trouble escalation, backup of configurations and operating systems (customer notification and repairs initiated within 30 minutes of time of impairment)

• Customer’s own, secure WEB Site for 7x24 access to Information Statistics, Report Generation, Trouble Ticket Info, and Databases

• Call Center and Help Desk for customer problems

• Wide Range of Applications supported and monitored over the WAN - incorporating Quality of Service Management

• Problem Resolution via Single Point of Contact

Benefits of WANCare

• Minimize recurring WAN expenses• Reduce Network Downtime • Manage diverse hardware maintenance

vendors• One resource for all maintenance and

management of my network devices• Service level reporting and 24x7 NOC being

proactive to my network management needs

WANTEC can also provide End User with a full line of on-site and remote

maintenance services• WANNet remote maintenance

– Cost-effective standard (9x5) and premium (7x24) options are available

– Customers have unlimited use of the 800# for access to WANTEC’s network of in-house technicians

– Technicians have access to all customer equipment and configuration information to ensure effective service

– Overnight replacement/repair services are available

• On-site maintenance– Standard/premium options and unlimited 800# support are

also available– WANTEC will dispatch field technicians if on-site service is

required

WANTEC provides Primary Networka complete network integration

solution• Network design and installation services

• Project management/coordination for all customer orders– Includes a remote site survey and

coordination with Primary Network or other equipment vendors

– Dedicated Life Cycle Manager for major opportunities

WANTEC provides Primary Networka complete network integration

solution• On-site and remote installation services

– Staging, programming, burn-in, and testing• Router Configurations• Firewall Configurations• Equipment based VPN configurations• Network Addressing Schemes• IP voice over configurations

– Remote installations managed from our St. Louis operations center

– On-site installation services • Managed through our St. Louis operations center• Provided through a partnership with a nationwide network of

7000 technicians with diverse technical, industry, and networking experience

Extensive pre-sales engineering support develops the right customer

solutions• Teaming approach to opportunities with Primary Network

• 1:4 pre-sales engineer to sales rep ratio

• Technical consulting and needs analysis

• Network engineering design and diagrams

• Timely proposal turnaround

• Telephone and On-site Pre-Sales Conferences

Typical Network Applications

• Transport and infrastructure– T1 Multiplexing– Frame Relay– ATM– Internetworking/routing configurations– VPN– Security/Firewall– LAN switching

• Applications– Internet access– Voice & Video over Frame/IP– Remote Access– IP Telephony

Business Partners

• Cisco (Routers, Switches, VPN, Firewall, Access servers, ATM, VoX, DWDM, Wireless, Network Management)

• Adtran (DSUs, CSUs, Multiplexers, FRAD’s, VPN, Internet Security, ISDN, channel banks)

• Visual Networks (ASE DSU/CSU’s, Visual Uptime)

• Polycom (Video over IP)

• USR/3Com (modems, access)

• Larscom (DS-3 or greater MUX)

• Kentrox (DS-3 or greater MUX)

• Websense (URL Filtering)

Benefits of working with WANTEC

• A full suite of network integration and network management services

• Effective, reliable and creative solutions for you and your end user customers

• A flexible partner willing to develop new solutions as opportunities emerge

• Competitive pricing

Superior customer service –for Primary Network and your end users

– is our focus• A strong customer service attitude is part of WANTEC’s process

and culture– Processes are defined to ensure consistent service– All installations are project managed– Customer surveys are conducted after every install– Ongoing customer satisfaction surveys are conducted in

order to• Continuously improve performance• Measure results • Define new objectives

• Over 90% of customers would recommend WANTEC to others– WANTEC Customer Satisfaction Study (9/24/01)

WANTEC Customer Referrals

• “Ease of working with them and flexibility.”• “Like the techs’ responsiveness.”• “Very knowledgeable, completed work quickly, friendly

on the phone, exceeded expectations.”• “They have the expertise to handle the different systems

we have.”• “They are attentive to detail and respond to our problems

very quickly.”• “Very competent, quick response to my questions.”• “When we need service, they have the knowledge.”

Source: WANTEC Customer Satisfaction Study 9/24/01