What to Expect for Design,
Implementation, and Support of SMB
Customer MPLS Network Services
Working with MegaPath
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.
Working with MegaPath
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
Working with MegaPath
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. MegaPath: Project Manager
Day 2 Send customer questionnaire to gather input for comprehensive solution plan MegaPath: Project Manager Customer: Key contact
Day 3 Schedule and lead a customer project kick-off call
MegaPath: Project Manager, Sales Representative, Sales Engineer, Design Engineer, Billing Representative, other team members as needed
Customer: Key contact
Day 3 Place circuit and equipment orders MegaPath: Project Manager, Provisioning group
Day 3-8 Create draft version of Customer Solution Plan MegaPath: Project Manager
Day 4-8 Sign-off for Customer Solution Plan MegaPath representative
Working with MegaPath
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 MegaPath- provided 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 MegaPath: Project Manager, 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
Working with MegaPath
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 MegaPath: Project ManagerCustomer: Key contact
Project Completion Conduct post-installation survey to identify
customer satisfaction level and activity/ processes needing improvement
MegaPath: Project Manager Customer: Key contact
Project Completion Transition customer to MegaPath Support as
project installations are completed MegaPath: Project Manager 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 around- the-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
Working with MegaPath
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.
