Service Description: Managed UC&C for Microsoft Lync Server
Managed Unified Communications &
Collaboration (UC&C) for Microsoft
®
Lync
®
Server
1 Introduction ... 3
2 Overview of Microsoft Lync Server ... 3
2.1 Server Roles ... 3 2.2 Non-Lync Servers ... 6 3 Service Overview ... 7 3.1 Geographies Supported ... 8 3.2 Provisioning Options ... 8 4 Description of Services ... 9
4.1 Professional Services for Microsoft Lync Servers ... 9
4.1.1 Plan ... 9
4.1.2 Design ... 9
4.1.3 Implement ... 9
4.2 Management services for Microsoft Lync Server ... 10
4.2.1 Monitoring & Notification ... 10
4.2.2 Microsoft System Center Operations Manager (SCOM) ... 10
4.2.3 Integrated Management Platform for Advanced Communications Technology (IMPACT) ... 11
4.2.4 Fault Isolation, Resolution and Root Cause Identification ... 12
4.3 Software Management ... 12
4.3.1 Software Version Support Policy ... 12
4.3.2 Security Bulletins ... 12
4.4 Levels of Service ... 12
4.5 Applications Supported ... 13
4.5.1 Hardware Supported ... 13
4.5.2 Server Hardware ... 14
4.5.3 Microsoft Lync Server Qualified Survivable Branch Appliances ... 14
4.5.4 Management of Session Border Controller ... 14
4.5.5 Other Network Equipment deployed with Microsoft Lync Server ... 15
4.5.6 Lync Client Access ... 15
4.6 Change Management ... 15
4.6.1 SCM Activities... 15
4.6.2 Virus Scans ... 16
4.7 Access and Management Prerequisites for Lync ... 16
4.7.1 Managed WAN ... 16
4.7.2 Out of Band access ... 17
4.7.3 Network Redesign and Implementation ... 17
4.7.4 Phone Set Management ... 17
4.7.5 Voice Circuit Management ... 17
Service Description: Managed UC&C for Microsoft Lync Server
5.1 Customer Program Manager/Administrator ... 17
5.2 Web Portal ... 18
5.3 Performance Reporting ... 18
5.4 Service Desk... 19
6 Ticket Management ... 20
6.1 Trouble Ticket Priority Levels ... 20
6.2 Escalation Path ... 21
7 Microsoft Premier Support for Partners ... 21
8 Rates and Charges ... 22
8.1 Management Monthly Recurring Charges (“MRCs”) ... 22
8.1.1 Server Hardware and Other Devices ... 22
8.1.2 Microsoft Server Application Management ... 22
8.2 Management Non-Recurring Charges (“NRCs”) ... 23
8.2.1 Servers ... 23
9 Service Level Agreement ... 24
9.1 Managed Lync Designed Architecture ... 24
1
INTRODUCTION
This document describes the Verizon Managed Unified Communications & Collaboration (UC&C) for Microsoft Lync Server offer; including support for Microsoft Exchange and SharePoint®. Servers can be deployed on-premises, in hosting/colocation space, in a private-cloud or as a hybrid deployment with Microsoft Office 365.
This service is sold following the UC&C framework, using Verizon Professional Services, Service Delivery and Integrated Solution Desk teams for full-lifecycle service for customers deploying a UC&C platform from Microsoft and their infrastructure equipment providers as part of their wider IT
infrastructure and delivery services.
2
OVERVIEW OF MICROSOFT LYNC SERVER
Microsoft Lync Server offers a comprehensive set of Unified Communications & Collaboration capabilities, including Instant Messaging/Presence, Audio/Video/Net conferencing and business telephony. Lync Server also integrates with Microsoft Exchange Unified Messaging (UM) software for a single messaging platform for email, voice messaging and fax. The term Lync Server refers to both Lync Server 2010 and Lync Server 2013 unless otherwise specified.
Lync Server delivers the following key capabilities:
Instant Messaging (IM)
Persistent Chat1
Presence
Federation with other Lync, XMPP & Public IM services
Integration with Microsoft Office Applications
Web Access Server (Office Web Apps Server)
Audio, Video & Web Conferencing
Desktop Sharing
Unified Messaging with Exchange
Microsoft SharePoint Integration
Enterprise Voice (Business Telephony)
2.1 Server Roles
Microsoft Lync Server software runs on 64-bit server hardware with the Microsoft Windows Server® operating system. Each server running Microsoft Lync Server runs one or more server roles. A server role is a defined set of Lync Server functionality provided by that server. Server roles vary according to the version of Lync Server being deployed. The following are the server roles by Lync Server version supported by Verizon Managed UC&C for Microsoft Lync Server:
1
Lync Server Roles
Server Role Description 2010 2013 Comments
A/V Conferencing Server
Conference using all modalities of Lync Server, including: application sharing, Voice over Internet Protocol (VoIP), video, instant messaging, dial-in conferencing, and web conferencing.
Can be co-located with Front End server role for Lync Server 2013
Director Authenticates Lync Server
requests and redirects users to
their respective home pool.
Edge Server Enables users to communicate
and collaborate with users outside
an organization’s firewalls.
Front End Server Responsible for the core Lync
Server functions including user authentication and registration, instant messaging (IM) and presence, web conferencing and application sharing.
Mediation Server Translates signaling and, in some
configurations, media between your internal Lync Server infrastructure and a public switched telephone network (PSTN) gateway or a SIP trunk.
Monitoring/Archiving Server
Enables the archiving of instant messaging (IM) communications and meeting content for
compliance reasons. Collects data about the quality of network media in both Enterprise Voice calls and Audio/Video (A/V) conferences.
Can be co-located with Front End server role for Lync Server 2013
Web Access Server (Office Web Apps Server)
Delivers browser-based versions of Microsoft Word, PowerPoint®, Excel®, and OneNote® through Lync Server 2013
New Lync Server 2013 capability
Persistent Chat Enables the creation and
management of IM Chat Rooms for topic-based conversations amongst groups of users that persist over time
New Lync Server 2013 capability
Server Role Description 2010 2013 Comments SQL Server
(a.k.a. Back End Server)
Hosts the Microsoft SQL Server® databases used by the Lync Front
End Server.
Survivable Branch Server
Registrar and Mediation Server at a remote site or branch that maintains Enterprise Voice (i.e. IP Telephony) when IP connection to central site is disrupted.
2.2 Non-Lync Servers
The following non-Lync servers (i.e. other Microsoft server products) are supported by Verizon Managed UC&C for Microsoft Lync Server:
Non-Lync Server Roles
Server Role Description
Reverse Proxy Server Supports sharing of web content for federated users; Microsoft
Forefront® Threat Management Gateway 2010 (TMG). Microsoft Active Directory® Server
(including ADFS2)
Provides directory and security structure for network servers including Lync, SharePoint and Exchange.
SQL Server Database supporting Lync and SharePoint Services
Exchange Server Unified Messaging server combining voice messaging, fax
messaging and e-mail messaging in the single store.
SharePoint Server Collaboration Server to easily share, change and find content.
2
3
SERVICE OVERVIEW
Verizon Managed UC&C for Microsoft Lync Server comprises a suite of operational services for Microsoft Lync and other Microsoft server products including:
Incident and Problem Resolution. Our state-of-the-art management systems perform automated polling, can quickly identify faults, and can correlate network elements to isolate the root cause of problems.
Proactive Performance Management. Performance metrics are gathered by management systems, allowing our network operations center (NOC) engineers to analyze and address faults before they become critical.
Configuration Management. We offer a true management service including
provisioning, maintenance of configurations, patch management, back-up and restoral, and standard change management so your solutions deliver as intended.
Performance Reporting. Our online customer reports include application availability, server utilization, media quality, and conference summaries, helping you to optimize performance.
Verizon Managed UC&C for Microsoft Lync Server provides the above services for server deployments, including the remote monitoring and management of the following software and hardware:
Microsoft Lync Server
Microsoft Windows Server
Microsoft Forefront reverse proxy server functionality
Microsoft Active Directory including ADFS
Microsoft Exchange including Server Unified Messaging Server functionality
Microsoft SharePoint Server including Search and User Profile application server
Server hardware hosting Microsoft software
Infrastructure hardware for servers qualified by Microsoft
The physical or virtual servers running server software are deployed on customers’ premises, at single or multiple locations, and are remotely managed by Verizon. Following the Verizon UC&C Framework, Verizon Professional Services can provide customers with design, deployment and integration services for Microsoft servers in advance of Verizon providing operational services. The following are individual professional services provided by Verizon:
Professional Services
UC&C workshop
Strategy and Planning
Readiness and Assessment
Architecture and Design
Deployment and Integration
In addition, Managed UC&C for Microsoft Lync Server leverages Verizon internal resources, strategic vendors, and sophisticated tools to plan, design, implement and manage Unified Communications technology from Microsoft, including Microsoft Active Directory, Exchange and SharePoint when used in conjunction with Lync Server.
Managed UC&C for Microsoft Lync Server is frequently implemented in conjunction with Verizon data/voice communications, managed and security services. When used with Managed LAN, WAN and Session Border Controller (SBC) Services, Verizon is well-positioned to deliver end-to-end monitoring and management of the customer’s communications infrastructure.
3.1 Geographies Supported
Managed UC&C for Microsoft Lync Server service may be sold domestically or to U.S.-based, billed and monitored companies with international locations in the following countries:
Austria Belgium Czech Republic Denmark Finland France Germany Hungary Ireland Italy Luxembourg Netherlands Norway Poland Portugal Spain Sweden Switzerland United Kingdom 3.2 Provisioning Options
Managed UC&C for Microsoft Lync Server may be provisioned as:
Greenfield (New Install): Verizon will plan, design, implement and manage a new Microsoft Lync Server deployment.
Management Take Over (MTO): Verizon will assume management responsibilities for a Microsoft Lync Server infrastructure that the customer is managing with in-house resources or via a third-party service provider.
4
DESCRIPTION OF SERVICES
Managed UC&C for Microsoft Lync Server requires two categories of services that are described in the following paragraphs:
Professional Services for Microsoft Lync Server (refer to section 4.1)
Management services for Microsoft Lync Server (refer to section 4.2)
4.1 Professional Services for Microsoft Lync Servers
Verizon UC&C Professional Services use a structure methodology known as the UC&C delivery framework covering the activities needed to prepare, plan, design, and implement Unified Communications and Collaboration technologies.
The UC&C Delivery Framework deploys UC&C solutions including Microsoft Lync to Verizon customers, helping them improve productivity and increase effectiveness through the use of
repeatable, yet customizable and scalable, tools, templates, and processes specifically developed for UC&C.
4.1.1 Plan
In the planning phase, the UC&C Delivery Framework approach defines methods to assess the existing environment to determine whether it can support the proposed solution. This is done via a series of interviews that includes the Account team, Implementation team, and Customer.
4.1.2 Design
In the design phase, the UC&C Delivery Framework approach provides the structure to develop a comprehensive detailed design via a series of workshops with customer and implementation team.
4.1.3 Implement
In the implement phase, the UC&C Delivery Framework approach uses repeatable, yet customizable processes for implementation that were developed and agreed upon in the planning and design phases. Managed UC&C for Microsoft Lync Server implementation is managed by the Verizon implementation team, an organization chartered to manage project delivery from coordination of Pre-Sales validation through Post-Sale Operational handoff of UC&C solutions following the Plan, Design, Implement and Operate (PDIO) methodology.
This organization performs the design, engineering and implementation work specific to the customer’s application and configuration hosted in the data center. Verizon personnel confirms appropriate timing for resource implementation on-site in the event that any rack and stack, in person training, or phone placement activity is required.
Managed UC&C implementation costs are quoted separately by Statement of Work because costs are highly variable based on the number of customer locations, configuration requirements, and on-premise legacy applications on site that may require integration.
4.2 Management services for Microsoft Lync Server
Verizon provides monitoring of operational alarms and performance thresholds using the Integrated Management Platform for Advanced Communications Technology (IMPACT). Specifically for Managed UC&C for Microsoft Lync Server, Verizon’s IMPACT platform incorporates System Center Operations Manager (SCOM) technology. SCOM monitors the availability of all critical services and resources of the Microsoft Lync platform and associated Microsoft applications (see section 2.1 and 2.2 for details) and reports into Verizon’s IMPACT platform via SCOM gateways deployed into the customer’s environment.
4.2.1 Monitoring & Notification
The Verizon Managed Network Service Organization (MNSO) provides proactive monitoring, fault and performance management of Microsoft Lync and other Microsoft server products including:
Monitoring – 24 hours a day, 7 days a week, 365 days a year.
Opening a Trouble Ticket for an incident upon receipt of an alarm.
Proactive notification to customer site contact via email, Short Message Service (SMS) or phone.
4.2.2 Microsoft System Center Operations Manager (SCOM)
Verizon utilizes Operations Manager within the Microsoft System Center 2012 management platform to monitor Microsoft Lync and non-Lync servers (e.g. Microsoft Active Directory) under management. System Center Operations Manager (SCOM) servers in Verizon Data Centers monitor the health of the servers on customer’s premise and will send alerts when problems are identified. The Operations Manager console, used by Verizon technicians, provides detailed information to isolate the cause of a problem and offers possible solutions.
SCOM servers are deployed in a highly available, redundant configuration in geographically diverse data centers. These servers provide the monitoring and operational reporting capabilities for the Microsoft Lync and non-Lync servers (e.g. Microsoft Active Directory) under management on the customer premise.
As part of the Managed Services, Verizon will utilize SCOM agents installed on each server under management at the customer’s premise. The SCOM agents continually collect operational data, compare sampled data to predefined thresholds and generate alerts.
Verizon requires the deployment and use of a SCOM gateway server at the customer premise as a concentration point for communication between the SCOM agent and SCOM management servers in Verizon Data Centers. System Center Operations Manager monitors other Servers, Clients,
Applications, and Devices by means of Agents, which exchange a predictable set of data, sent periodically by the Agent to the Server Manager. This set of data is called a Heartbeat.
By default the heartbeat period is 60 seconds, and a Management Server can miss 3 heartbeats. When four heartbeats are missed in a row, an alert will be sent to indicate that the Agent is no longer available and a diagnose ping is sent to the Agent. If the ping doesn’t reach its destination then a second alert is generated to indicate the Agent is no longer reachable.
4.2.3 Integrated Management Platform for Advanced Communications Technology (IMPACT)
Microsoft System Center 2012 is fully integrated into the Verizon fault management architecture (i.e. platform) known as the Integrated Management Platform for Advanced Communications Technology (IMPACT). The IMPACT architecture’s main focus is on event correlation and fault resolution. IMPACT:
Provides integrated management for the Verizon global network
Interfaces with various Element Management and Network Management Systems to provide a unified view of network problems to the Network Operations Center.
Makes available a number of advanced features, including workflow, ticketing, topology information, task automation, command interaction capabilities, as well as interfaces to several internal systems for maintenance activities, outage notifications, and contact information.
Provides customer notification
Interfaces with Verizon’s internal systems giving Verizon the ability to automatically detect a customer outage, perform fault isolation, and initiate repair action in minutes, in many cases without human intervention.
The IMPACT platform’s multi-tiered architecture is shown in the following figure. IMPACT’s World-Class Fault Management Architecture.
The IMPACT architecture consists of three functional tiers:
Tier 1 provides the user interface and consists of 100% Java GUIs that are used to interact with the alarms, tickets, and workflow events that exist within the system. Tier 1 also has the ability to access Tier 3 systems and other business processes, which can provide detailed information and business functions when needed.
Tier 2 functions as a manager of managers by incorporating the business logic necessary to support network management activities. It enables the integration of network-reported fault indications from the Tier 3 systems and provides value-added common business process features, enabling efficient service restoration and equipment repair tracking.
Common Data Platform Service Delivery Systems T o p o log y S er v ice s Co mm and Fact o ry ETMS Frame/ATM/ Private IP Transport Workflow Engine Tier 1 Repair Management Tier 2
Fault Handling Diagnosis, Automation,Tracking, and Closure F ault Hand ling NetBars Automation Engine Network Generated Alarms NETeXPERT TeMIP, RTR NetCool Tier 3 Fault Analysis and Elimination ITS MASTARS
DAS & TAS SNM/EML GNO & RTT Tools ESP NetEvent SMARTS MSO Concord PM IP Backbone Eclipse PM SMARTS RCA 2ndLevel MSO 1st Level MSO/NOC Data Test Center Resource Manager NETINFO ESPRESSO 2ndLevel NOC Field Operations Customer Customer Portal Customer Environment
I
ntegrated
M
anagement
P
latform for
A
dvanced
C
ommunications
T
echnology
Common Data Platform Service Delivery Systems T o p o log y S er v ice s Co mm and Fact o ry ETMS Frame/ATM/ Private IP Transport Workflow Engine Tier 1 Repair Management Tier 2
Fault Handling Diagnosis, Automation,Tracking, and Closure F ault Hand ling NetBars Automation Engine Network Generated Alarms NETeXPERT TeMIP, RTR NetCool Tier 3 Fault Analysis and Elimination ITS MASTARS
DAS & TAS SNM/EML GNO & RTT Tools ESP NetEvent SMARTS MSO Concord PM IP Backbone Eclipse PM SMARTS RCA 2ndLevel MSO 1st Level MSO/NOC Data Test Center Resource Manager NETINFO ESPRESSO 2ndLevel NOC Field Operations Customer Customer Portal Customer Environment
Tier 3 is a collection of network and element management platforms that provide direct management of network elements. All Tier 3 systems communicate to the Tier 2 manager of managers utilizing a common XML-based information exchange model and communications bus architecture.
IMPACT interfaces with various element management and network management systems to provide a unified view of network problems. The architecture provides event correlation and fault resolution across multiple system managing servers, network devices and networks.
As a result, IMPACT enables Verizon to systematically isolate faults and correlate events, by proactively detecting an outage, performing fault isolation, and initiating repair actions in minutes, in many cases without human intervention. IMPACT is also used by Verizon to monitor and maintain network communications facilities and services in the Local, Long Distance, and International networks, including Transmission, Voice, Frame, Private IP, vBNS+, VoIP, and Ethernet. Testing can be scheduled or initiated ad-hoc either manually or automatically based on business rules.
4.2.4 Fault Isolation, Resolution and Root Cause Identification
Verizon Managed Network Services Operations (MNSO) manages incidents to resolution, including:
Root cause analysis to isolate each incident to its source
Escalation of incident to Customer’s maintenance service provider (as necessary)
Implementation of software patches if required to resolve incident
Notification of Customer contact of incident resolution and closure
4.3 Software Management
4.3.1 Software Version Support Policy
In conjunction with the provisioning of Managed UC&C for Lync, Verizon will support software that (a) Microsoft certifies is compatible with Microsoft Lync and mirrors Microsoft’s dates for end-of-sales and end-of-support, and (b) Verizon certifies is within its manageability parameters.
4.3.2 Security Bulletins
Verizon will assess the applicability and severity of Microsoft Security Bulletins and updates for the Microsoft products related to the Lync solution under management. For those determined to be "critical" based on the industry’s Common Vulnerability Scoring System (“CVSS”) and Verizon’s assessment, Verizon will proactively contact Customer, if affected, to schedule a maintenance window to remediate the vulnerability. Customer may request relevance of additional security bulletins to its server operations by submitting a Vulnerability Assessment Standard Change Management (“SCM”) request via the Managed Services section of the Verizon Enterprise Center web portal. Software patches also may be installed if required to resolve an incident or upon a Customer-initiated SCM request. In all cases, Customer’s consent is required prior to installation of a software patch.
4.4 Levels of Service
Managed UC&C for Microsoft Lync Server is currently available as a premium service. When provisioned in conjunction with Managed LAN or WAN services, those services must also be
provisioned with the full management or premium level of service, as applicable. Other levels of service (e.g., monitor & notify and physical management) are not offered with this product.
4.5 Applications Supported
Customers may implement designs with one, all or a subset of the supported Microsoft Lync Server and non-Lync server roles (see section 2) at one or more sites. Verizon must manage the Windows Server operating system (OS) and underlying 64-bit hardware platform.
Platform availability-related SLAs will only apply for deployments of Lync Server applications that are implemented with the following Microsoft Lync reference topology for high availability:
Reference topology at a single site utilizing pools of two or more Lync Servers to provide high availability of UC&C capabilities
Reference topology at multiple locations to provide high availability of UC&C capabilities with complete site failover
For all Lync Server roles under management, Verizon also requires management of the supporting hardware platform.
4.5.1 Hardware Supported
Verizon Managed UC&C for Microsoft Lync Server provides premise-based Lync server deployments, including the remote monitoring and management of certain:
64-bit server hardware hosting Lync Server and other Microsoft server products
4.5.2 Server Hardware
The “standard” servers for Lync and associated workloads are listed below and apply to the Server Management monthly recurring charge (MRC) table. Server Hardware models not identified here are “nonstandard CPE.”
Supported Server Hardware
Manufacturer Product Name Type
Hitachi Data Systems Hitachi Compute System Server Blades
Hewlett Packard ProLiant Servers Servers
Verizon may limit or restrict the Managed UC&C for Microsoft Lync Server service that it provides for nonstandard CPE or software versions that have not been certified by Verizon.
4.5.3 Microsoft Lync Server Qualified Survivable Branch Appliances
Certain Survivable Branch Appliances (SBAs) have been certified for use with Verizon Managed UC&C for Microsoft Lync Server. These devices will be managed as a single unit.
SBA Supported
Function Manufacturer Product
Survivable Branch Appliance AudioCodes Mediant SBA
Survivable Branch Appliance Sonus Unified Exchange SBA
4.5.4 Management of Session Border Controller
Session Border Controller (SBC) provides connectivity, security, and media transcoding capabilities between telephony service providers (ITSP) and the Lync Server (e.g. Mediation Server). Verizon Managed UC&C for Microsoft Lync Server service doesn’t include the management of Session Border Controllers (SBCs). SBC are commonly used with Verizon VoIP IP Trunking.
The SBC listed is not managed within Managed UC&C for Microsoft Lync Server service but
customers can purchase Verizon Managed SBC separately to enable enterprise voice (business grade telephony) capabilities of Microsoft Lync Server.
Equipment Supported
Function Manufacturer Model Verizon SIP
Trunking Certifed Verizon Managed SBC Certified Session Border Controller (SBC)
Acme Packet Enterprise SBC
(3820/4500) Session Border Controller (SBC) Sonus SBC (5100/5200) Session Border Controller (SBC) Sonus SBC (1000/2000) Session Border Controller (SBC) AudioCodes Enterprise SBC (800 / 1000 / 3000)
4.5.5 Other Network Equipment deployed with Microsoft Lync Server
The devices listed are not managed within Managed UC&C for Microsoft Lync Server but have been certified for use with this service:
Equipment Supported
Function Manufacturer Model
Load Balancer F5 Networks Local Traffic Manager
Voice Gateway (Direct SIP) Cisco Integrated Services
Routers (ISR) 29xx/39xx G2
Verizon IP Integrated Access / Managed Private IP
Voice Gateway (Direct SIP) Sonus NET UX1000 / 2000
Voice Gateway (Direct SIP) AudioCodes Mediant Enhanced
Gateway
4.5.6 Lync Client Access
Verizon Managed UC&C for Microsoft Lync Server provides access to functionalities within the above server roles from the following Lync clients:
Microsoft Lync desktop clients for Microsoft Windows® and Apple Mac
Mobile Clients for Microsoft Lync
Microsoft Lync Attendant
IP Phones from Polycom and Aastra
Meeting Room Devices for Microsoft Lync – various vendors
Verizon does not monitor or manage end-user devices (e.g., phones, fax machines, modems) as part of management services.
4.6 Change Management
Managed UC&C for Lync Server includes Standard Change Management (SCM), which comprises systemic and non-design-affecting configuration changes for managed servers when delivered remotely and requested by the Customer via the Verizon Enterprise Center.
All other changes requested by the Customer are to be accomplished via a separate Verizon Professional Services Service Attachment and appropriate Statement of Work (SOW), which will describe the work to be performed and include applicable charges. Change management activities do not include changes associated with an end user device (e.g., an IP phone).
4.6.1 SCM Activities
The table below describes remotely-provided Standard Change Management (SCM) activities currently included in Managed UC&C for Lync for related hardware and application software. SCM activities do not apply to end user devices. Verizon reserves the right to limit the number of SCM activities performed per month based on the size and complexity of Customer’s network.
Standard Change Management
Activity Description
Server Operating System (“OS”)/Application Patch
Non-critical Customer-requested patch to the server operating system or server-based applications. Patches will be validated with the server, OS and application vendor to determine if applicable. [Note: Managed UC&C for Lync includes the
application of critical patches.]
Server Administrator Account Add/Delete/Modify
Add a customer account with limited server or Administrator access.
Call Control System Modify Modify existing call control system configurations. Addresses the system-level metrics to set up, monitor and tear down calls. This may include location details, call codec types, session initiating requests, etc. A Call Control System may be located within a server, router or session border controller.
Call Control Route Plan Modify Modify existing call control route/dial plan element or session border controller configuration. Addresses how calls may be placed and connected.
Call Control Feature Modify Modify existing call control feature element configurations. Addresses the modification of administrative-level features for the call service including Call Park, Call Pickup, Line
Appearance, etc.
Call Control Device Modify Modify existing call control device element configurations. Addresses modifications to call-related hardware within the network including, without limitation: Voice Gateway , Gatekeeper, IP/PSTN Trunk, Session Border Controller, etc. Call Control Survivability Modify Modify existing Call Control Survivability or Session Border
Controller configuration
Messaging Feature Modify Modify existing Messaging System element configurations
Virus Scan Request Request virus scan
4.6.2 Virus Scans
Verizon will execute virus scans when warranted. Customer is responsible for purchasing anti-virus software meeting Verizon’s requirements. These requirements are provided upon Customer’s request. Verizon must have access to such anti-virus software as required to perform management operations. Customer is responsible for ensuring the anti-virus software is maintained and up to date. Operational Customer submits a “Virus Scan Request” SCM to request a virus scan.
4.7 Access and Management Prerequisites for Lync
4.7.1 Managed WAN
Customer must have at least one Verizon Managed Wide Area Network (“WAN”) circuit to obtain Managed UC&C for Lync, and such Managed WAN circuit must have the full management or premium level of service, as applicable.
4.7.2 Out of Band access
Out of Band (“OOB”) access is required for Verizon to communicate with components of Managed UC&C for Lync when the primary access via IP is disrupted. Customer will provide at its cost appropriate remote management device(s) and analog phone line(s) connected to the remote managed device(s) so that Verizon can obtain secure access to monitor, troubleshoot, and repair the components of Managed UC&C for Lync
4.7.3 Network Redesign and Implementation
Managed UC&C for Microsoft Lync Server service is designed to support a fully-functioning Unified Communications and Collaboration environment. Any activities to re-design an IP Multimedia (e.g. voice and video) network, as well as those to implement the new design, are not covered by this service. This type of work must be accomplished via a separate Verizon Professional Services Service Attachment and appropriate SOW, which will describe the work to be performed and include applicable charges.
4.7.4 Phone Set Management
Verizon does not monitor end-user devices (e.g., phones, fax machines, modems). Defective IP Desk phones provided for Lync (e.g. Polycom CX) are repaired or replaced under the customer’s
maintenance agreement with hardware supplier or from customer maintained spare inventory.
4.7.5 Voice Circuit Management
Managed UC&C for Microsoft Lync Server service supports 7x24 monitoring of the operational status of voice gateways used with Lync and alarming on a hardware failure. However, this does not include the management of attached PSTN voice circuits. Upon customer notification of outage of a trunk circuit, MNSO will open an ETMS (Enterprise Trouble Management System) trouble ticket, perform testing, and if necessary, open a ticket with the trunk service provider under a customer-provided Letter of Agency.
Where Verizon is the trunk service provider, Verizon separately maintains 7x24 monitoring of its digital network facilities (PRI, T1 and E1 trunks) and will proactively initiate remediation activities independent of the Managed UC&C for Microsoft Lync Server service.
5
CUSTOMER ACCESS AND REPORTING
5.1 Customer Program Manager/Administrator
Customer shall designate a program manager to serve as Verizon’s primary point of contact during implementation of Managed UC&C for Lync. Customer also shall designate one or more
Administrator(s) for post-implementation administration activities who will be Verizon’s primary point(s) of contact for the duration of Customer’s receipt of Managed UC&C for Lync. Customer’s Program Manager and Administrator(s) will have read-only access to CPE and read-write access, at Verizon’s discretion, to perform end user administration functions. Customer’s Administrator(s) will be authorized by Customer to initiate Trouble Tickets via the Verizon Enterprise Center or a call into the Verizon Customer Care Center, and serve as the point of contact for the escalation of service issues.
5.2 Web Portal
Verizon offers Customers access to the Verizon Enterprise Center, a 7x24 secure web portal through which the customer may view a dashboard summary of their IP network, status of trouble tickets, near real-time status of managed components, and historical performance reports.
5.3 Performance Reporting
Managed UC&C for Microsoft Lync Server service provides Customers with monthly performance reports via the Verizon Enterprise Center web portal.
Available Performance Reports
Report Name Measurement Comments
Application Availability
Availability in % Report for all Hardware Servers that run Lync solution applications for a particular customer.
Server Availability Availability in % Report for all Hardware Servers that run Lync solution applications for a particular customer.
Disc Space Space Used in
gigabytes
Report for all Hardware Servers that run Lync solution applications for a particular customer.
Server Utilization Utilization in % Report for all Hardware Servers that run Lync solution applications for a particular customer.
IP Phone Inventory Count of Devices Provides information about the IP phones currently in use.
User Registration Report
Count of logged-on Users
Provides a summary of user connectivity to the Microsoft Lync Server deployment based on registration events.
Call Diagnostic Summary
Count of sessions Provides an overall summary of failed peer-to-peer sessions and conference sessions.
Peer-to-peer Diagnostic
Count of sessions Provides an overall trend view of failed peer-to-peer sessions.
Conference Diagnostic
Count of sessions Provides an overall trend view of failed conferencing sessions and trend views for each conference modality.
Failure Distribution Failure Ranking Provides an analysis of failed session.
Media Quality Media Quality Trend Provides overall quality data for different endpoint types, including Enterprise Voice peer-to-peer calls, Enterprise Voice conference calls, and calls that rely, at least in part, on the public switched telephone network (PSTN).
Report Name Measurement Comments
Server Performance Quality Summary Lists the servers that have experienced the most problems, based on measurements of such key quality metrics as degradation, packet loss, and jitter.
Peer-to-Peer Activity Summary
Count of sessions Provides a summary of peer-to-peer IM, audio, video, file transfer, and application sharing sessions. Peer-to-peer sessions are sessions involving just two users. Location
Performance
Quality Summary Provides a list of network locations and a summary of the media quality of the calls that occur at each location. For purposes of this report, locations are based on IP subnets. Conference
Summary
Count of Sessions Provides a summary of all conference activities.
Conferences are sessions involving three or more people.
PSTN Conference Count of Sessions Provides a summary of all PSTN conferences; these are conferences in which at least one user dials in using the public switched telephone network (PSTN).
Call Admission Control
Count of sessions Provides a list of peer-to-peer and conference activities that use call admission control.
5.4 Service Desk
Managed UC&C for Microsoft Lync Server service includes support of system-level “standard” change management, including system configuration and system-level administrative changes.
Service Desk for move, add, change and delete (MACD) activities is currently not available for Verizon customers who have purchased Managed UC&C for Microsoft Lync. Verizon targets to offer Service Desk capabilities as an optional service to provide customers with administrative MACD support in 2014.
6
TICKET MANAGEMENT
ETMS (Enterprise Trouble Management System) is the application used by Verizon to provide trouble ticket management to our diverse customer base. ETMS is designed with the following ease of use:
Create, display, and modify tickets
Display ticket lists
Send notification pages
Access reference data
Value based escalations
Electronic bonding
Trouble tickets can be generated in several fashions:
Proactively on Customer’s behalf by Verizon as a result of an alarm either by an engineer or by the Verizon IMPACT suite of tools
By a call from Customer’s Administrator into the Verizon Customer Care Center
By Customer’s Administrator via the Verizon Enterprise Center at http://enterprisecenter.verizon.com
During the trouble ticket resolution process, many different activities may occur. For example, Verizon may need to dispatch a technician to a customer location, contact the LEC, and/or notify a third party vendor. This feature of ETMS allows all organizations to be assigned the ticket, while workgroup management ownership remains with Verizon. This feature allows for ease of workflow, timely resolution, and all organizations working on the problem to view the same information.
6.1 Trouble Ticket Priority Levels
There are six priority levels within the ETMS system.
Ticket Priority Levels
Level Name Description Example
1 Outage Critical Server/Router down, Host down
2 Degraded Major Interface down, SNMP agent
down, IP down
3 Network Risk for Customer Minor Interface disabled, Dial backup
exceeded
4 Change Request for Assistance Unknown Multiple
5 Customer Maintenance Normal Clearing of above events
In addition to the six priorities, there are severity levels within priority 1 and 2 tickets: Priority 1 Severity levels:
Catastrophic: an event that has a massive impact on Verizon’s capability to uphold network integrity or maintain service for numerous customers. Customer cannot complete any calls
Outage Critical: service-affecting network incidents causing significant impact to business operations and/or multiple customers
Outage: service-affecting network incidents impacting a limited number of customers
Impaired: Data service degradation below stated SLA requirements or single user outages, where service is available to the customer but not all users
Network Risk: jeopardy situations where there is significant risk to business operations and services
Priority 2 Severity levels:
Degraded Major: events that degrade or impact significant aspects of the network resiliency and/or Verizon’s ability to manage the network including environmental issues
Degraded: Customers experiencing partial use of service, intermittent problems or slow response times
6.2 Escalation Path
The following path is used for customer trouble ticket escalation:
Escalation Path
Technical Administrative
Verizon Integrated Service Desk (ISD) Incident Owner/Tier 1.5
Verizon ISD Incident Owner/Tier 1.5
Verizon ISD Shift Engineer/Tier 2 Verizon ISD Shift Supervisor
Verizon ISD Tier 3 Engineering Verizon ISD Operations Manager
Product Vendor with Verizon Ownership Verizon ISD Operations Group Manager
Director of Network Engineering Verizon Director – Customer Care & Services
Vice President Managed Network Services Verizon Vice President – Enterprise Services
7
MICROSOFT PREMIER SUPPORT FOR PARTNERS
Verizon utilizes Microsoft Premier Support for Partners to enhance our Managed UC&C for Microsoft Lync Server service. Verizon has direct access to Microsoft Premier Escalation Engineers for Tier 3/4 technical support for customer issues.
8
RATES AND CHARGES
Managed UC&C for Microsoft Lync Server pricing consists of non-recurring installation charges (NRC) and monthly recurring charges (MRC) for ongoing management. The specific charges vary based upon the individual customer configuration. The service is priced by the number of Microsoft server workloads (i.e., applications) managed, the server hardware managed and in some cases, the number of users supported on specific applications and server hardware.
8.1 Management Monthly Recurring Charges (“MRCs”)
8.1.1 Server Hardware and Other Devices
Customer will pay an MRC for each physical server and certain devices being managed. These devices have a specific charge based on the size (small, medium, large and extra-large):
Servers
Telephone Gateway
These devices have a single monthly charge regardless of size:
UPS Management
8.1.2 Microsoft Server Application Management
Customer will pay an MRC for application (i.e. server role) management. The number of applications are independent of the number of physical servers.
These applications have a single, flat charge regardless of the number of users supported:
A/V Conferencing Server
Persistent Chat
Edge Server
Director Server
Load Balancer
Exchange UM Server
Survivable Branch Server
SharePoint
Monitoring/Archiving Server
Reverse Proxy
Office Web Apps Server
Network Storage
SQL Database
Active Directory
These applications have a variable charge based on the number of users configured for the server:
Front End Server
8.2 Management Non-Recurring Charges (“NRCs”)
8.2.1 Servers
Customer will pay an NRC for each physical server and Telephony Gateway being managed based on the size of the hardware (small, medium, large and extra-large). Other fees and charges may apply, based on customer's individual solution.
9
SERVICE LEVEL AGREEMENT
Verizon Managed Communications & Collaboration for Microsoft Lync Server offers service level agreements (“SLAs”) for Platform Availability, Time to Repair (“TTR”), and Proactive Outage Notification, and a service level objective (“SLO”) for Change Management, all as described below.
9.1 Managed Lync Designed Architecture
Customer’s choices with respect to Managed Lync design architecture determine the applicable service level for Managed UC&C for Lync. The design architecture is based on published architectural guidelines for high availability topologies from Microsoft for multiple data centers and for a single data center. The topologies depend on Customer’s end-user count, communication capability and availability requirements.
9.2 Service Level Agreement
Managed UC&C for Microsoft Lync Server service provides Service Level Agreements (SLA) and Service Level Objectives (SLO) to the Customer. Verizon takes all reasonable actions to meet both SLAs and SLOs; however, service credits are available only for failure to meet SLAs.
SLAs are provided for:
• Platform Availability
• Time to Repair (TTR)
• Proactive Outage Notification
SLOs are provided for:
• Change Management
SLO/SLA Table
3Type Design Architecture/Parameter Metric
Platform Availability SLA Microsoft Lync Server reference topology
with high availability and multiple data centers
99.99%
SLA Microsoft Lync reference topology with
high availability and a single data center
99.50%
Time to Repair (TTR) SLA 3rd Party Maintenance and Microsoft
software
6.0 Hours
Proactive Outage Notification
SLA N/A 15 minutes
Change Management SLO N/A 72 hours
3
SLO/SLA Definitions
Term Definition
Third-Party Maintenance Provider Verizon-approved third-party providers of hardware maintenance.
Outage(s) Total loss of service such that the Customer does not have the
ability to make or receive calls and/or messages.
Platform The Lync system under Verizon management including the Lync
servers and other equipment and applications located at a Site.
Site A Site is Customer’s Managed UC&C for Lync Service location with (separately
contracted) Verizon Managed WAN service. Verizon’s remote access to a Site is via the Managed WAN access.
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