ProServices Description of Service Offering ProCloud Plus - Wi-Fi Services

Transcription

1 ProServices Description of Service Offering ProCloud Plus - Wi-Fi Services This Description of Service Offering (DSO) describes the services and support entitlements provided for Bluesocket Wi-Fi Access Points covered by ADTRAN s ProCloud Plus service (hereinafter referred to as ProCloud Plus Wi-Fi service ). ProCloud Plus Wi-Fi service is generally available as part of ADTRAN ProServices for certain ADTRAN products installed in the United States, Canada, and Puerto Rico. In this document, terms like we, us, and our refer to ADTRAN, Inc.; Customer and terms like you and your refer either to the ADTRAN partner who is the direct purchaser of the services from ADTRAN or to the End User who is the ultimate recipient of the services 1. This DSO, the ADTRAN Manufacturer s Warranty, any applicable ProServices Letters of Verification, and the ProServices Terms and Conditions documents cover the agreement between us and you. We recommend that you read the documents carefully, as they contain not only the details of the services offered but also your responsibilities in obtaining and maintaining ProCloud Plus Wi-Fi service. The latest versions of these documents are available online at the online versions take precedence over other versions. We offer a wide range of services in the ProServices suite. To find out more, please visit 1. OVERVIEW ADTRAN offers the following ProCloud Service Plans: Service Active Monitoring Active Monitoring Plan Hosted Customer Network Infrastructure 7x24 ProCloud 1, 3, 5 year term NBD ProCloud 1, 3, 5 year term 30 minute response, for detected or reported service affecting issues Active alerts by for potential service affecting issues 1 hour response, for detected or reported service affecting issues Active alerts by for potential service affecting issues 30 minute response, for detected or reported service affecting issues Active alerts by for potential service affecting issues 1 hour response, for detected or reported service affecting issues Active alerts by for potential service affecting issues Troubleshooting Troubleshooting availability for service affecting emergencies 7am-7pm CT, M-F excluding ADTRAN holidays, for nonservice affecting issues or MAC Troubleshooting availability for service affecting emergencies 7am-7pm CT, M-F excluding ADTRAN holidays for nonservice affecting issues or MAC (Please refer to for the most current offerings and plan descriptions.) Replacement A replacement AP will be delivered to the customer site within 4 hours of failure determination by ADTRAN. 7am-7pm M-F, excluding ADTRAN holidays Upon failure determination by ADTRAN, a replacement AP will be shipped for overnight delivery to the customer site. 1 It is understood that in some cases the Customer may arrange for a third party to perform some or all of the responsibilities listed as belonging to the Customer in this DSO. In these cases, the responsibilities fall to the Customer s designee.

2 ADTRAN ProCloud Plus Wi-Fi Service provides centralized management of the Customer s Bluesocket wireless network, including support for moving, adding or changing access points, active monitoring of the Wi-Fi components, access to ADTRAN technical support, hardware replacement, and a hosted environment for the customer s Bluesocket Wi-Fi network. The associated response times, hardware replacement intervals, and term length are determined by the specific service part number purchased. Customers purchase ADTRAN ProCloud Plus Wi-Fi Service via term-limited (1, 3, or 5 years) service plans, one for each access point (AP) deployed. For each covered AP for the duration of the service plan term, ProCloud Plus Wi-Fi service delivers: Hosted vwlan server infrastructure in redundant, highly secure, and geographically distributed data centers ADTRAN ProCloud Plus Wi-Fi active management of the wireless network, servers and access points A choice of 5x8xNBD (Next Business Day) remote ProCloud Service Plan or 7x24x4 remote ProCloud Service Plan for each AP deployed All APs hosted by a ProCloud Plus Wi-Fi domain must be covered by a ProCloud Plus Wi-Fi service plan. ProCloud Plus Wi-Fi service is offered for: New ADTRAN ProStart Wi-Fi deployments (Interested? New Wi-Fi deployments where an ADTRAN affiliated partner is performing the installation, and Existing Bluesocket deployments either Bluesocket vwlan or Bluesocket Secure Controller (BSC)-based - where the customer is upgrading to ADTRAN s ProCloud Plus Wi-Fi service Onboarding existing Bluesocket APs For instances where the ProStart team did not perform the Wi-Fi installation, there is a billable ProCloud Plus Wi-Fi onboarding service required to establish a ProCloud Plus Wi-Fi service network. The onboarding fee consists of a base fee, plus an additional fee for each AP connected to the ProCloud Plus Wi-Fi domain. Remote access to the existing Bluesocket controller and the Access Points is required before the ProStart team can complete the onboarding task. As part of the ProCloud Onboarding Service, the ProStart team will conduct the following activities: 1. Provide to the customer an onboarding Information Form, and will clarify any potential issues resulting from the information provided. 2. Work with the customer to gain remote access to the existing Bluesocket controller. Page 2 ProCloud Plus DSO Wi-Fi

3 3. Work with the customer to transition an existing Wi-Fi or BSC configuration and associated BSAPs from the standalone controller to the ProCloud Plus Wi-Fi platform. 4. Document the local LAN according to the customer s description. 5. Instruct the customer to make any adjustments needed to the configuration of other network devices (DHCP or DNS servers) to re-direct the BSAPs to the ProCloud server. 6. Confirm that the customer understands the responsibilities for providing Wi-Fi help to endusers 2. The ProStart team will also provide the customer with connectivity parameters and contact information for advanced troubleshooting. The ProStart team is available to perform the installation work for any of the above scenarios. Click here for more information: Hosted Infrastructure Monitoring, Alerts, and Maintenance Windows ADTRAN will actively monitor the health of the hosted infrastructure 24 hours a day 365 days a year. If an unexpected issue is detected (i.e., not associated with a planned maintenance window), in addition to working to resolve the issue, ADTRAN will notify the affected customer(s). Maintenance Windows Regularly scheduled maintenance windows will be communicated with at least 72 hour advance notice to the designated Customer stakeholders identified in the onboarding process. Customer Network Monitoring and Alerts ADTRAN will monitor the health of the Customer s Wi-Fi network 24 hours a day 365 days a year. ADTRAN will open a support case, actively investigate detected issues, and notify the Customer if ADTRAN believes the detected issue may affect the performance of the wireless network under ProCloud Plus Wi-Fi Service. Active notification from ADTRAN ProCloud Services will instruct the Customer to contact ADTRAN to troubleshoot any issue that requires ADTRAN s Technical Support team to resolve. For critical or service affecting issues detected or reported after business hours, the customer may choose to work with ADTRAN to resolve the problem immediately, or to work the issue on the next business day. ADTRAN will respond to non-service affecting emergencies and requests for MAC (move / add / change support) from 7am to 7pm CT, Monday through Friday, excluding ADTRAN-observed holidays. Reporting On a monthly basis, ADTRAN will prepare and make available to the customer a set of reports that show key metrics of the customer s network for the previous month. Move/Add/Change Support As part of the ProCloud Plus Wi-Fi service, the ProCloud team will perform up to ten configuration 2 No inference is intended regarding the requirement for a separate Help Desk department or company. Any organizational structure that includes someone performing Help Desk responsibilities is acceptable. Page 3 ProCloud Plus DSO Wi-Fi

4 changes per year of the following variety: adding an AP, deleting an AP, role/locations (subnets) changes, and captive portal configuration or changes. 3 Advance Hardware Replacement In the event ADTRAN determines a managed AP is defective during the term of the ProCloud Plus Wi- Fi service plan, an advance hardware replacement will be dispatched. Advance hardware replacement is subject to ADTRAN s determination that the hardware product is defective and that the issue is not due to some other component of the system, mis-configuration, misuse of or environmental damage to the product. ADTRAN will use commercially reasonable efforts to ship an advance hardware replacement unit of the same or equivalent model type for delivery in accordance with the plan purchased. Response Time Service Level Agreement (SLA) ADTRAN targets a Technical Support Engineer response to service-affecting issues no later than one hour of the support case being opened for NBD ProCloud service plans, and no later than 30 minutes of the support case being opened for 7x24x4 ProCloud service plans. Non-service-affecting issues reported by phone will receive the response time noted on the plan, during business hours. A support case opened by the customer via or web, may be delayed if the necessary information to route the case to technical support is not provided. The target response time is measured from the later of the time that the case is opened via phone, or the time when all requested information has been provided. Web and support cases are monitored during ADTRAN business hours. It is strongly recommended that customer report service affecting emergencies via telephone. ADTRAN will open support cases for any issues discovered by active network monitoring, and alert the customer within the applicable SLA. Severity Level Classifications Upon receipt of trouble report, ADTRAN will evaluate the issue and classify into one of the following severity levels based upon the following criteria: Severity Level Critical High Medium Low Severity Classification Criteria Critical system or service outage in a live environment that results in a severe degradation of overall network performance and/or significant reduction in capacity. Intermittent degradation of system or service performance that impacts Customer service quality or impairs network operator control or operational effectiveness. Also includes loss of redundancy or diagnostic capabilities. Minor degradation of system or service performance that does not impact Customer service quality and minimal impact on network operations. No impact on system or network operation. Information requests or standard questions on configuration or functionality of equipment. The priority with which cases will be worked to resolution will be according to the assigned severity level. 3 Limited to ADTRAN-defined templates and text or image changes. Page 4 ProCloud Plus DSO Wi-Fi

5 Software Maintenance Software upgrades of the ProCloud vwlan infrastructure and APs occur regularly according to a schedule maintained by ADTRAN. Supported Software Version Policy ADTRAN will provide ProCloud Maintenance for Bluesocket AP software for current and the last most recent historical release of such software. ADTRAN has the right to upgrade the ProCloud Plus Wi-Fi customer to a more recent AP software version at our discretion. Upgrades will typically be conducted during regularly scheduled maintenance windows. In the event an upgrade is deemed necessary outside a regularly scheduled maintenance window, ADTRAN will provide at least a 72 hour advance notice to the designated Customer stakeholders identified in the onboarding process in order to minimize any customer inconvenience associated with the upgrade. Supported Geographies ProCloud Plus Wi-Fi Service plans are available in many countries. The provisions of this DSO apply to coverage available for products installed in the United States, Canada and Puerto Rico. Please refer to the international DSO for service plan details available in other countries. Offerings that include a four hour component are geographically restricted. Check the site USA zip code using our 4-Hour Availability Lookup Tool at or or call ProServices Sales Operations for availability. 2. CONTACTS FOR SUPPORT SERVICES Most questions regarding how to contact ADTRAN for various support needs can be answered by visiting the ADTRAN website at or the ADTRAN Support Community at If you still require assistance, please contact the appropriate department: Page 5 ProCloud Plus DSO Wi-Fi

6 Purpose/Need Contact Hours of Operation Contact Information Monday Friday 8:00am-5:00pm Questions about ProCloud ProService Central Time excluding ADTRAN Service Plan Sales Operations holidays Questions about ProStart Installation, technical support during install, update contacts for ProCloud active alerts Technical Support (postinstall) ProServices Purchase Orders ProStart Project Manager ADTRAN Technical Support ProService Sales Operations Monday Friday 8:00am-5:00pm Central Time excluding ADTRAN holidays Monday Friday 7:00am-7:00pm Central Time excluding ADTRAN holidays Service affecting emergencies: 24 hours/day 7 days/week Monday Friday 8:00am-5:00pm Central Time excluding ADTRAN holidays prostart@adtran.com support@adtran.com supportforums.adtran.com Fax: proservices.po@adtran.com 3. CUSTOMER RESPONSIBILITIES Purchasing ProCloud Plus Wi-Fi Services Customer must submit to ADTRAN a valid purchase order (PO) for ProCloud Plus Wi-Fi services including: 1. Equipment identification, including part number and serial number(s) for all covered equipment, including modules 2. ProCloud part number appropriate for equipment and for desired term length. It is required that the service plans for all managed APs be coterminous. 3. Quantity of ProCloud part number (considering term included in part number) 4. Price 5. Coverage dates, if specific dates needed (must match item #3) 6. Channel Partner (reseller or carrier) contact information, including name, phone number, address, and billing address 7. End-user site information, including company name, street address, and equipment location including zip code 8. End-user site contact information, including name, phone number, and address 9. PO number 10. PO number(s) for the original purchase of the hardware to be covered by the ProCloud Maintenance plans(s) 11. PO number(s) for the original ProStart installation of the hardware to be covered by the ProCloud Maintenance plans(s) if the ProStart team performed the installation Onboarding Documentation Page 6 ProCloud Plus DSO Wi-Fi

7 Customers will be responsible for completing the Onboarding Information Forms provided by the ProStart team (see Appendix A) which includes questions regarding basic LAN architecture, hardware information, service plan details and contact information for active alerts. The customer must open an ADTRAN support case to append or update contact information after the system has been onboarded. Stable Customer Network For all deployments where the ProStart team did not perform the installation, the Customer must verify that the equipment is properly installed and is located in a suitable environment as specified in the equipment s documentation. The customer s switch infrastructure must support 802.1q, which typically means managed switches with the ability to service multiple VLANs, and provide trunk ports to the BSAPs. For non-adtran installations, the remediation of any issues identified during the onboarding process is the responsibility of the Customer. Equipment Relocation Notice of relocation of any device under ProCloud Plus Wi-Fi services must be provided thirty calendar days in advance and is subject to a relocation fee. No Modification The Customer agrees not to modify, enhance, or otherwise alter the ADTRAN product, unless the prior written consent of ADTRAN is obtained. Broadband Access Customer must provide ADTRAN with secure remote broadband access (i.e., port forward via a Cable, DSL, etc.) to the at least one Bluesocket Access Points for configuration, monitoring, troubleshooting, testing, and management. Broadband connectivity must be continuous to ensure ADTRAN continues to provide the full range of maintenance services. ADTRAN reserves the right to deny service for any product for which remote access is not available. Specific circumstances, especially as they may relate to certain compliance regulations, may affect the existence or extent of remote access available to ADTRAN. In any such instance where ADTRAN s access may be limited, ADTRAN reserves the right to deny or delay services to the Customer. Customer must ensure that their network is properly secured. Wi-Fi Help Desk Wi-Fi Help Desk end-user support is an optional ADTRAN service called ProCare Help Desk and is part of the ADTRAN ProServices portfolio. Without ProCare Help Desk, the Customer is responsible for ensuring they have a resource to respond to routine Wi-Fi Help Desk questions and requests (e.g., How do I connect to the wireless network? How fast is the network? ). In addition, the Customer s Help Desk must be able to effectively troubleshoot Wi-Fi issues with client operating systems (Android, Apple, Windows, etc). As part of the ProCloud Managed Wi-Fi onboarding process without ProCare Help Desk, the Customer will be asked to provide the contact information of the entity performing the Help Desk function. It is Page 7 ProCloud Plus DSO Wi-Fi

8 expected that when troubleshooting potential Wi-Fi interoperability issues, the contact provided will work with ADTRAN Technical Support in troubleshooting the issue. For details about the ProCare Help Desk offering, please visit Trained Personnel Troubleshooting requires the participation of the customer, or his representative, on-site, who is able to perform basic diagnostic activities at the direction of the ADTRAN Technical Support Engineer. Therefore, any customer requesting support from ADTRAN under the ProCare Service Plan is required to have technical familiarity with the application(s) in which the ADTRAN device is being used. The customer is expected to have basic knowledge of other devices within the network that may impact the performance of the ADTRAN device. If the customer does not readily have this information available, he or she will be expected to have access to other resources to obtain the required information. Troubleshooting diagnostics that may be expected include, but are not limited to, the following: Access the device (the customer must know the user login information for the ADTRAN device) Follow technical instructions given by the ADTRAN Technical Support Engineer to help gather pertinent information. With guidance from the ADTRAN Technical Support Engineer, perform packet captures in the network. When this troubleshooting step is required, the customer must have the necessary tools (external computer, internet access, etc). The customer must be able to make the proper physical connections pursuant to ADTRAN s instructions. Grant ADTRAN Technical Support remote access to the device for tasks that may only be performed by ADTRAN. Personnel Access The Customer agrees to grant ADTRAN any needed access to the Customer s systems and personnel concerned with the configuration and operation of the existing network to enable ADTRAN to make changes necessary to support ProCloud Service. Problem Reporting Procedures As a managed service, it will often be the case that ADTRAN identifies anomalies in the Customer s networks, and notifies the Customer of these anomalies actively. For all other service requests the Customer must provide the following: ProCloud Plus Wi-Fi Service Plan Number Customer contact information including: o Contact name o Call back telephone number o Valid address Serial Number of Access Point Page 8 ProCloud Plus DSO Wi-Fi

9 Nature of the issue Circumstances under which the issue was encountered. It is expected that in most cases ADTRAN s management of the network may render this step unnecessary, however there are circumstances where an issue may not be detectable remotely. Shipping / Return of Equipment If a request for service under a ProCloud Plus Wi-Fi service plan results in the dispatch of advance replacement equipment, ADTRAN will arrange for a pre-paid return label or schedule a courier to pick up the defective equipment. The Customer should package the equipment in the replacement box, secure it for shipping, affix the return label and make the equipment available for the courier or shipping company. Failure to return defective equipment within 30 days will result in the suspension of the availability of service plan deliverables. Error Documentation Upon detection of any error or defect in the ADTRAN product, the Customer, as requested by ADTRAN in situations where the information cannot be retrieved from the ProCloud system, agrees to provide ADTRAN a listing of output (trace or log data) or packet captures, that ADTRAN reasonably may request in order to resolve operating conditions similar to those present when the error occurred. 4. OUT OF SCOPE/ADDITIONAL CHARGES Exclusions ADTRAN s ProCloud Plus Wi-Fi Service does NOT include: 1. Coverage for Wi-Fi equipment not installed by ProStart installation, or not properly onboarded including successful remediation of issues identified during the onboarding process - as described earlier in this document. 2. Any problems with equipment on the customer premises or in the telephone company or service provider s network that is not specifically covered by a ProCloud service plan. 3. Services made necessary by failures related to misuse, neglect, accident, alteration, modification, or willful or negligent acts by the Customer. 4. Equipment that has been altered or modified by non-adtran representatives or damaged due to negligence or willful act or omission. 5. Support for problems caused by other devices in the network; resolution of software or hardware incompatibilities with third party products. 6. Troubleshooting with individuals who are unfamiliar and untrained in the operation of the network. Failures due to Customer supplied cabling or power. 7. Force majeure: acts of God, acts of public enemy, acts of government, freight embargoes, strikes, quarantine restrictions, unusually severe weather conditions, insurrection, riot, and other such causes beyond our control. 8. Problems with the covered equipment that existed before the commencement of coverage. 9. Wiring or cabling: supply, assembly, installation or maintenance of racks, shelves, or any other physical structure to which the covered equipment is mounted (unless specifically included in Page 9 ProCloud Plus DSO Wi-Fi

10 the ProCloud Service Plan); ancillary materials such as power/extension cords. 10. Damage caused by electrical stress, including power fluctuations or lightning. 11. Design or optimization of the customer s network or the applications that run on it. 12. Multi-vendor meetings, except when it is suspected by ADTRAN that the ProCloud covered equipment may be responsible for the network issue. 13. Implementation or consulting services. 14. User authentication via LDAP. 15. User authentication via RADIUS, unless the RADIUS server can communicate directly with the APs on the local LAN. 16. Services where the switch infrastructure does not support 802.1q. Site managed switches must have the ability to service multiple VLANs, and provide trunk ports to the BSAPs. 17. Disabled DHCP without numbered options. Customer must be willing to enable DHCP option on a DHCP server capable of serving numbered options (specifically, option 43). Alternatively, the customer must be able to implement a static DNS host entry on their private DNS server. 18. ProCloud is not available to be used with static BSAP configurations. 19. Features available in previous Bluesocket controllers may not be available as part of the ProCloud offering. Any such features will be identified during the onboarding process, and a remediation plan discussed with the customer. Additional Charges for ProCloud Plus Wi-Fi Services Beyond the services offered as part of the ADTRAN Managed Wi-Fi Service Plan, ADTRAN can arrange for additional services, which are charged separately. Such expenses include: 1. Time and Materials (T&M): hourly rate for services performed beyond those covered by ProServices. At Customer s request, ADTRAN can arrange for an on-site visit by an authorized OST. 2. Expedite: fixed rate surcharge to commence coverage earlier than the normal start date. Customer may request that maintenance coverage start earlier than normal processing allows. The expedite fee helps to offset the additional costs of special processing and rush shipment of equipment to the appropriate depot. ADTRAN will grant an expedite request and accept the fee only if the service and equipment are available. 3. Site Not Ready (SNR): fixed rate surcharge to be levied in any instance where a Customer is not available to accept replacement equipment at the designated date/time, necessitating a subsequent delivery attempt. Replacement equipment will only be delivered to street addresses accessible by common carriers, and for which the Customer s representative is available to confirm its acceptance by signature. 5. GENERAL INFORMATION Commencement of ProCloud Plus Wi-Fi Service Coverage ProCloud Plus Wi-Fi Service, including the associated maintenance plan, begins upon completion of the onboarding process, following receipt of a valid purchase order by ADTRAN. For all four-hour Page 10 ProCloud Plus DSO Wi-Fi

11 plans, ADTRAN requires a period of up to 30 days to ensure proper staffing and stocking of local depots to cover the equipment site. If ProStart Installation and ProCloud Managed Wi-Fi service are purchased at the same time, coverage begins immediately upon customer acceptance of the installation (the in service date). If ProCloud Managed Wi-Fi service is purchased after the installation is complete, a period of up to 30 days will be required to adjust product depot inventories accordingly. Lapsed Support /Termination Customers will be notified of expiring ProCloud service 90 / 60 / 30 days before expiration. After any lapse of ProCloud Plus Wi-Fi Service through the termination or expiration of the plan (other than ADTRAN s termination for Customer s breach), the parties subsequently may elect to reinstate such ProCloud Plus Wi-Fi Service plan for ADTRAN Products for which the plan lapsed upon the terms and conditions set forth in this DSO; provided the Customer agrees to pay for the period of time that has lapsed as well as the Renewal Term and such ADTRAN products must be in good working condition as determined by ADTRAN. If a ProCloud Plus Wi-Fi contract lapses for more than 30 days, the previously covered access point will be removed from the hosted infrastructure. Refusal of Coverage ADTRAN reserves the right to refuse a purchase order for ProCloud Plus Wi-Fi services for any reason, including, but not limited to: installations not performed by ADTRAN and deemed not stable, incomplete purchase order, or lack of sufficiently technical on-site contact for support. Cancellation The customer may, at its discretion, cancel any portion of the plan for any reason, during the plan term; however, all ProCloud Plus Wi-Fi services are 100% non-refundable. Language Technical Support is provided in English. Closing a Support Case ADTRAN s Customer Support staff will contact the Customer to confirm that a previously reported issue has been resolved. Any case for which a resolution has been provided and for which no Customer response can be obtained for two business days will be automatically closed without direct approval of the Customer. Page 11 ProCloud Plus DSO Wi-Fi

12 APPENDIX A ProCloud Wi-Fi On-Boarding Information Partner/Reseller: Form completed by: Name Phone Please list the name(s), phone and to be contacted for renewal of service, or service lapse. Name Phone End User Company Name Technical Contact Name Address(es) Phone #(s) Does this End User Company have an existing ProCloud Wi-Fi network? YES NO Site address of Access Point installation: Business hours at this site are: AM to PM in time zone: E C M P Street City State Zip Country Public static IP address, or hostname, from which AP traffic will originate: More than one site address? List each site address, Static IP/hostname and Access Point serial numbers installed at each site on separate page. If hardware is not yet in-hand, list quantity expected per site address. Serial numbers will be needed before your ProCloud service can be enabled. List the Access Point serial number(s) to be installed or added to the ProCloud Wi-Fi domain: More? Add numbered list on separate page. If the monitored network encounters a problem, to what addresses should the ProCloud notification be sent? Primary Secondary Site Contact - Name(s) and phone number(s) for troubleshooting at site (use separate list if multiple site contacts): Page 12 ProCloud Plus DSO Wi-Fi Primary Phone Secondary Phone

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