MERAKI SERVICE DESCRIPTION

Transcription

1 MERAKI SERVICE DESCRIPTION

2 Document Control Purpose of this Document The purpose of this document is to provide clear guidance on what the Meraki service will deliver to the end client. Document Contributors Name Title Role Carl Pollard Managed Services BPM Document Creator Document Distribution & Acceptance Name Company Role Responsibility Review A B C Hub ONI PLC Storage Repository Key: A Build, B Review, C - Release Executive Sign-off Name Job Title Date 2

3 Table of Contents Document Control... 1 Purpose of this Document... 2 Document Contributors... 2 Document Distribution & Acceptance... 2 Executive Sign-off... 2 Table of Contents... 3 Table of Tables... 3 Executive Summary... 5 Restrictions on Disclosure... 6 Services Scope... 7 Overview... 7 Service Status... 7 Service Components... 7 ONI VALUE PROPOSITION Overview Service Benefits Positioning Pricing Overview Setup Costs and Pricing Caveats, Risks, Assumptions and Measurements Overview Caveats, Risks, Assumptions and Feedback Evaluations Service Sign-Off Overview Service Sign-Off FAQ Overview Marketing Collateral Overview Service Collateral Table of Tables TABLE 1 - SERVICE STATUS... 7 TABLE 2 SERVICE COMPONENTS TABLE 3 - SERVICE BENEFITS TABLE 4 CISCO ENTERPRISE VERSUS CISCO MERAKI TABLE 5 PRICING TABLE TABLE 6 RISK TABLE TABLE 7 - SERVICE SIGN-OFF TABLE 8 - SERVICE COLLATERAL

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5 Executive Summary The ONI Meraki service leverages Meraki s cloud based wireless management architecture. With Meraki s cloud based management architecture the need for more costly and complex network architectures are removed. Control and visibility are key features of our fully formed Service. Our Meraki service is ideal for providing wireless network functionalities across distributed office and campus environments including schools and retail space. This service will be owned and managed via our team of wireless experts based out of our Technical Assistance Centre housed within our owned and operated data centre. Our team have a vast range of competencies across the full range of networking infrastructures. Once deployed we believe our managed wireless solution will provide a secure, cloud based centrally managed, highly available wireless platform 5

6 Restrictions on Disclosure Information contained and built within this service description remains the property of ONI Plc unless strict permissions to the contrary have been provided. Information shall not be released nor disclosed either in part or as whole without strict consent of ONI Plc. 6

7 Services Scope Overview The purpose of this document is to provide a summary of all of the component elements which will make up the service. Service Status Service Name ONI Meraki Service Service Status Live Service Initiation Date Service Requestor Service Sponsor Table 1 - Service Status Service Components Service High Level Overview: The ONI Meraki service has been developed to provide a cost effective, highly scalable, highly available cloud hosted wireless managed solution to small and medium size enterprises. Service Components The Service will support organisations who have limited in-house resources or those that simply wish to outsource wireless services to a trusted partner. ONI has a broad range of in-house competencies and technology experts who will be made available to deliver this Service. Our Technical Assistance Centre (TAC) is housed within our Tier 3 + data centre in Luton Bedfordshire. Our TAC is manned by experts both in technology and service delivery. These skills will be blended to deliver a feature rich managed service. Technical Deliverables: Up to 15 Wireless SSIDs (Service Set Identifier) supporting Guest and Corporate Access. Configuration of Access Control methods including Encryption and Authentication: WEP WPA2 RADIUS LDAP Active Directory Splash Page 7

8 SMS Facebook Addressing and Traffic Management VLAN Tagging IP Addressing Content Filtering Bonjour Forwarding Bandwidth Limitation Traffic Shaping Firewall Policies Wireless Network Administration Network Administration Traffic Analysis Network Alerts SNMP Configuration Technical Support: ONI Technical Support Services are closely aligned to the ITIL good governance framework for delivering services excellence. Our team of experts will be made available to support the full range of post sales activities including: Incident management Problem management Change management Request fulfilment Monitoring Services: Our monitoring platforms will be deployed to provide a deep insight into device status reporting in real-time. Key service affecting events will be watched, reported on and resolved well in advance of client notifications. Events will be distributed to our Meraki@oni.co.uk Services will be delivered through our team of network management experts. ONI will extend Read Only access to the Meraki Management Dashboard. This will provide a single pane view across their full wireless estate. It will also provide confidence that ONI will manage their full lifecycle requirements including Changes. In our experience this level of engagement and focus provides the greater level of device availability and client satisfaction. Events monitored include: Gateway (AP) goes off-line Repeater goes off-line Gateway becomes a rogue AP AP recognises rogue SSID Hardware Support: ONI provided Meraki infrastructure will be shipped with lifetime warranties. All devices are subject to advanced RMA with replacements shipping next business day. As part of our fully managed service ONI will hold a local stock holding of Meraki devices which will be called off in the event of a critical failure. 8

9 Continuous Feature Updates: Embedded with the ONI managed Meraki service will be support for Meraki feature updates. These updates will be delivered and managed from the cloud without the need for on-site support. ONI will work with our clients to ensure any requirements for managing change will be closely adhered to. Updates will be reviewed by our team of network management engineers and will be scheduled for installation. Frequency of updates will normally be delivered quarterly. Software support: ONI is keenly aware of the need to provide administrative support for complex networks. With this in mind ONI will provide a range of administrative moves, adds and changes as part of our Service. Meraki Inventory Management: Clients will be provided with a read only on-line single pane view of all managed assets as part of this Service. Change Notifications: Embedded within this service will be the ability to alert on change notifications. This includes on-line event logs providing ONI the ability to view and where necessary revert errant changes. Change notifications will be distributed to Meraki@oni.co.uk for onward management. Single Point of Contact support: Clients will only have a single provider to work with for all Incidents and requests on service. ONI will manage the full lifecycle engagement between including any associated escalations into Meraki. Service Reporting Incumbent within the ONI service will be service Reporting. ONI will provide weekly scheduled reporting. Reports will be distributed to nominated client contacts and will contain the follow key elements: Engaging ONI Method Response Definition Priority Receipt Confirmation Engineering Response Incident Resolution High business impact and urgency Either high business impact with lower urgency or lower impact with high urgency Low business impact and urgency Service SLAs Definition Priority Receipt Confirmation Engineering Response Request Fulfilment 9

10 Service Request for information Description *Hardware to site, hardware failure * Agreement for hardware replacement will be between ONI, client and manufacturer Table 2 Service Components 10

11 ONI VALUE PROPOSITION Overview Within this section of the service description we clearly detail the associated business and technical benefits of the Service. Service Benefits Table 3 - Service Benefits Positioning Table 4 Cisco Enterprise versus Cisco Meraki Pricing Overview Detailed costs of the managed services are documented below Setup Costs and Pricing Training Costs Hardware Costs 3 Year Managed Service 11

12 Activity Who QTY Total Sell Total Cost of Service Provisioning including 3 Year Managed Service Table 5 Pricing Table Caveats, Risks, Assumptions and Measurements Overview For ONI to be able to successfully deliver the managed Meraki service we have recognised the importance of identifying key risks to service success. We have identified a series of caveats and highlighted assumptions. This section will also detail critical measurements which will be used to report on Service success. Caveats, Risks, Assumptions and Feedback Evaluations Service Caveats Risks Assumptions Table 6 Risk Table Service Sign-Off Overview Within this section of the service description we sign-off the service. The executive sponsor will sign-off the service as fit for adding to the ONI live Service Catalogue 12

13 Service Sign-Off Table 7 - Service Sign-off 13

14 FAQ Overview 14

15 Marketing Collateral Overview Within this section will provide locations for supporting documentation Service Collateral Document Name Location Internal/External Table 8 - Service Collateral 15