EthErnEt
tAKE YOUr CUStOMErS On An EthErnEt JOUrnEY
We all know Ethernet connectivity boosts customers’ operational performance by improving the speed and efficiency with which they can share and access voice and data traffic. We all also know that, for the channel, Ethernet sales – either as standalone circuits or as part of a wider virtual private network solution – can be lucrative. They yield greater margin over contract terms that usually make the customer ‘sticky’, tying them into your services for typically 3 years or more. Business customers of course choose to use Ethernet for a variety of reasons. Some recognise that standard ADSL broadband connections without any kind of Service Level Agreement pose significant risk to the continuity of their business. Others see that sharing bandwidth with many other commercial and even residential users, compromises reliability and can lead to performance fluctuation, whilst the consequence of losing connectivity altogether for perhaps several hours or even days is something they would rather not think about. Others simply recognise the demand for a more substantial network infrastructure if they are to ensure continued quality of service within their organisation.
In fact, for any business that’s either heavily dependent on reliable connectivity, requires continuity, fast Internet access or needs to run critical applications from the cloud, desktop sharing and remote management, video conferencing or Voice-over IP, Ethernet is now an ideal affordable option.
EthErnEt - whAt ArE wE tAlKing AbOUt hErE?
Throughout this eBook our definition of Ethernet covers three principal technologies:
• GEa: A service which begins to bridge the gap between broadband and Ethernet based solu-tions. Like FTTC broadband, GEA utilises the existing copper infrastructure (a single copper pair) between the customer premises and the cabinet and then uses fibre back to the exchange. However, from the exchange it delivers the traffic across the Ethernet core network, not the broadband one. Benefits of GEA include guaranteed service with shorter installation times and symmetrical speeds from 2Mbps up to 20Mbps.
• Efm: Unlike GEA, EFM (Ethernet in the First Mile) uses between two and eight copper pairs to deliver symmetrical Ethernet speeds from 2Mbps to 35Mbps to businesses situated within 4.8km of the serving exchange. While limited by distance, the use of multiple copper pairs is a way of creating a greater level of resilience. Similar to GEA, EFM uses the Ethernet infrastruc-ture from the exchange.
• Leased lines: A dedicated connection from the customer’s premises to the Ethernet core net-work. It can be provided as a managed or unmanaged service with full support and an SLA, delivering symmetrical speeds of between 2Mbps and 10Gbps depending on the customer’s requirements.
StEp #1: thE COMpElling EvEnt
Every solution begins with a compelling event. A situation in the customer’s world that gives you the perfect opportunity to propose a solution that will move them to the next level and/or overcome a business-hindering issue. Examples might include:
outgrowing the infrastructure: Businesses, as a rule, are usually looking to expand. When their existing IT infrastructure reaches a point where it no longer suitably supports their needs, available and emerging Ethernet technologies can give them greater scope for improvement.
moving to new applications: A good example; if you have a customer adopting cloud services across their entire enterprise, Ethernet can provide a better platform if they expect to be accessing and sharing high volumes of data to and from the cloud.
relocation: An office move usually reflects expansion within the customer’s business and hence is an ideal opportunity to address their need for improved communication internally and externally. mergers & acquisitions: Growth through the combination of business frequently gives rise to a review and improvement of communications infrastructure to streamline the integration of often disparate businesses.
Contract end: What was once envisaged as sufficient connectivity at the start of a contract is often reviewed as no longer compatible with the business’ needs when the contract expires. Faced
a new contract term as the business continues to grow.
Knowing a customer’s requirements and the direction it is aiming to go in is of course vital in recommending the right solution. Current connectivity and expansion plans will help in deciding an appropriate way to progress but there are a myriad of other factors to consider in determining precisely which technology to recommend:
service Level agreements: The critical differences between GEA, EFM and leased lines have an impact on the level of SLA your connectivity supplier will offer. The SLA you receive will also be based on the SLA they’re given through their own carrier relationship. It’s therefore critical to ensure that the fine print within the SLA you’re able to give your customer ties in with their needs and that expectations are set clearly.
Latency: Depending on what your customer wants to achieve, latency on the connection type you implement for them may have a big bearing on the performance of the solution and on how well it meets with their expectations. Latency can mean financial loss if their operations are time based (for example if they’re involved in financial trading) or if their network application is to serve a high use of hosted telephony or they need to deliver a smooth user experience to staff accessing information in the cloud.
support performance: An important part of connectivity service quality is how well you and your supplier provides technical support to your customers. Fast responses to inbound calls by friendly and knowledgeable support specialists instil confidence at all levels and make for a trusting and collaborative relationship with your customers.
Continuity of service: A customer’s primary connectivity can be interrupted by many unforeseen circumstances, from infrastructure failure at the highest carrier levels to the theft of fibre even if it’s mistaken for copper. Depending on the likely impact on a customer’s operation of loss of service within the SLA times, suitable backup connectivity is a ‘must-have’ that ‘must-not’ be overlooked. Depending on the importance of ensuring uninterrupted access to information across the business, back-up connectivity can be provided as something as simple as a single copper ADSL line through to FTTC, EFM or another leased line.
Quality of service (Qos): Some businesses need to be able to prioritise certain traffic types, for example voice or video, to ensure that they deliver an optimum level of service to their staff and customers. Connectivity technologies that support QoS, or a supplier that can support QoS across its own network, are therefore vital where the need for such priority exists.
These are just a few of the considerations your connectivity partner should help you address through its account management team. In Entanet’s case we have a team of experienced pre-sales solutions consultants who, day-to-day, work with partners to scope, design and recommend solutions and their components. They can even assist by attending customer meetings as your consultant to help position the solution and get customer buy-in.
StEp #2: prOviSiOning thE SErviCE
Once you’ve determined the customer’s requirements and closed the sale, the provisioning team makes it a reality. Here, several critically executed steps ensure the smooth implementation of your customer’s service…
Survey: Site survey marks the first task in provisioning a new Ethernet line. Planning the delivery of the service is always the first step as it is working out the best and more cost effective route to provision it. There are a few factors to take into account when performing a survey:
• The supplier you choose and how proactive they are. • The type of connection requested.
• Workload currently being undertaken by your supplier.
• Information available on the location such as fibre and broadband duct maps.
This helps to determine whether or not the implementation will attract Excess Construction
Charges (ECCs). Examples include breaking or drilling through walls, digging to install cable ducts, provision of telegraph poles and other building entry points.
Where necessary, the carrier’s engineer visits the premises to determine what work is necessary to complete the project if anything is flagged up as having a potentially disruptive effect in the implementation; and consider what, if any, additional charges may be incurred. At this point it is worth noting that ECCs and the processes for them are the same regardless of the underlying Ethernet product being provided.
Qualification: There are a few different factors to take into consideration when qualifying a new solution that need to be addressed before the process can proceed any further:
• Local authorities: Consultation and possibly discussion takes place to determine if any
particular restrictions exist that might prevent or hinder connection to the premises and what steps can be taken to remedy them to ensure the project is completed smoothly. This may include contact with land owners who would have rights to disrupt the process.
• Deemed Consent: Deemed Consent is the name given to the carrier’s permitted ability to set a non-standard, Committed Delivery Date (CDD) on an order.
• Wayleave: A written legal consent between the carrier and the end user, occupier/property owner which confers the right for the carrier to install, maintain, adjust, repair apparatus within the related property and associated boundaries. No utility has the right whatsoever to enter upon private land without obtaining prior consent. If they do so it will constitute trespass and can result in legal action. Consent therefore must be obtained before entering upon private property.
• traffic management: Where the supplier and their contractor require works to be carried out on or in the vicinity of a public highway/road/pedestrian area, they must notify the Highway Authority. This allows the Highway Authority to ensure there is no clash with other utility companies that may be working in the same area, ensure public safety and the protection of
It’s always worth bearing ECCs in mind as a precaution, particularly if it looks likely the premises is going to be difficult to work on. They are also more likely to be incurred for leased line services due to being a fibre connection. With EFM and GEA using copper pairs, most sites already have sufficient pairs available to them from past telephone service provision.
Setting but then exceeding customer expectations is important.
implementation: Finally, after all the previous steps are covered and any issues settled, it is a matter of converting the order into a provisioned service. Throughout the process it’s also
important that you are kept informed of progress so that you bring to your customer’s attention any time and/or cost affecting issues and continue to set their expectations realistically.
Lead times vary depending on the type of connection being provisioned and the complexity of the solution being implemented, especially where multiple circuits are being served to create a private network. Typically, excepting the impact of any excess construction work, lead times for the installation of a GEA circuit is up to 18 working days, while EFM circuits take up to 35-40 working days and a leased line up to 90 working days. Initial lead times are always an estimate; ECCs, wayleaves, traffic management, blockage clearances amongst other potential barriers to provisioning are not counted towards these figures. However, through their rigorous management of the carriers undertaking the surveying, qualifying and provisioning steps, the provisioning team can give you the most accurate possible lead time for the order.
StEp #3 - SYStEMS inStAllAtiOn
With the ground work done and the line installed and tested by the carrier, your customer’s service is almost prepped and ready to go. The final step is to configure and install the router to the
required specification, including any QoS settings as mentioned earlier.
Customers can choose to have their router installed for them by an experienced engineer, while others are happy that their own internal technicians have the knowledge to complete this step themselves. Entanet fulfils either requirement, in both cases providing a managed Cisco router. We also supply wires only services where no router is supplied as an additional option.
If the customer chooses to have a router, either one of our dedicated systems engineers installs and configures the router at the customer’s site or it is delivered to the customer pre-configured and with clear instructions for installation. Once completed, the service is activated.
StEp #4 - OngOing tEChniCAl And CUStOMEr
SUppOrt
Provision of the service doesn’t end when the connection goes live of course. Experience shows that customers have confidence knowing there is ongoing account and technical support from
by the Service Level Agreement.
As a managed service, in the case of working with Entanet, technical engineers provide proactive support around the clock and customer service operatives engage with you and/or your customers on all service and account matters.
The result is a tailor made connectivity service geared specifically to your customer’s requirements, provisioned meticulously and supported continuously.
nExt StEpS
We hope you’ve found the topics discussed in this eBook useful. It reflects Entanet’s approach to delivering the range of Ethernet services available in the market today. To find out more about our Ethernet based services contact our knowledgeable and experienced sales team to discuss your requirements.
Call:
0330 101 3550
Email:
[email protected]
FrEqUEntlY ASKEd qUEStiOnS
We thought it would be helpful to provide answers to questions we’re frequently asked by our connectivity partners.
Q: What’s the difference between CDr and bearer?
A: A bearer is the bandwidth size of the fibre or copper service installed, for example whether this is 100Mbps or 1Gbps. CDR is the Committed Data Rate that this service is set to in order to meet the customer’s bandwidth and budgeting requirements. This flexibility allows for future expansion. For example on a leased line, if the customer currently requires 10Mbps but expects this may rise to 40Mbps in the near future, the line can be purchased as a 100Mbps bearer with an initial 10Mbps CDR, rising to 40Mbps when needed.
Q: What do you mean when you say an Ethernet line is “capped”?
A: Similar to the above answer, it just means the circuit bandwidth is restricted to the committed data rate (CDR) you have selected.
of GEA can be changed via a modify order. Moving from a 2 to a 4 pair EFM requires a cease and re-provide, with charges based upon the expired term.
Q: Can i move premises midterm? E.g. on a 36 month contract
A: If a move is required midterm, a charge may be applicable depending on how long into the
contract you are and the location of the new site. In all instances, we would advise getting in contact with your Account Manager to discuss the terms.
Q: Does Entanet restrict any ports on Ethernet line equipment? A: No, we don’t block any ports on our equipment.
Q: What guarantees does Entanet offer if the Cisco router fails?
A: We offer a replacement Cisco router, delivered next business day by courier to the customer’s site.
whO iS EntAnEt?
Entanet is a leading wholesale voice and data communications provider and operates via a network of wholesale and resale channel partners. It was founded in 1996 and employs over 80 staff at its offices in Telford, Shropshire. In February 2014, mid-market equity investor Mobeus Equity Partners made an initial £6 million investment to support a £14 million management buyout. Entanet offers an extensive portfolio of connectivity services, including wholesale and packaged broadband, leased lines, EFM, IP VPNs, hosting and co-location, VoIP and traditional telecoms. The company operates its own fully-resilient nationwide next generation network which enables it and its partners to provide up to 10Gbps capacity to customers right across the UK. In addition, it has further connectivity into Amsterdam and Frankfurt and over 900 peering relationships across Europe.
The quality of Entanet’s services and its commitment to partners has been widely recognised. The company was recently named ‘Wholesale Provider of the Year (Large)’ in the 2015 Comms Business Awards and received the 2015 ISPA award for ‘Best SME Business Broadband’ and CRN Sales and Marketing Award for ‘Best Vendor Account Management Team’. The company has also been listed on a number of occasions in the Sunday Times Tech Track 100, Deloitte Technology Fast 500 EMEA and other listings of fast-growing, privately-held UK companies.
