What is Managed WAN service?
Etisalat's Managed WAN service provides you an end-to-end solution for the management of your WAN requirements. Etisalat provides 24x7x365 monitoring of your network devices and circuits using remotely management tools and certified network engineers, enabling the delivery of high performance and reliability of your networking in accordance with your business demands.
Who are the likely customers for this service?
The service mainly caters for large enterprise customers who want to outsource the management of their communication networks. However, this may also be extended and offered to Small to Medium businesses.
I have a connection to Etisalat currently and I am interested in subscribing to Managed WAN services. Can I subscribe without getting a new WAN access connection?
If you are currently connected to Etisalat Core Network, either through the standard Data Leased lines, Internet Leased Lines, IP Connect, Frame Relay (FR) or ATM & Ethernet, you can subscribe to the service without applying for a new connection. However, BusinessOne customers will not be provided with the service for the time being. The service will be announced for them publicly once it is available.
I have a global communication network, can you also manage the network of our international offices?
For now, the service is only offered locally but eventually this will cover global management. Once available, the service will be announced.
I want to subscribe to Managed WAN service as a new customer. What do I do?
You need to contact any of our sales representatives. Our sales representatives will have a discussion with you regarding the specific requirements of your networks. You will then be required to complete and submit an application for the WAN connection and the Managed WAN service. Along with these applications, you need to attach copies of the sponsor or partner's passport, valid trade license, valid tenancy contract, Power of Attorney of signing person.
How long would it take for a new installation to get the service ready?
There will be a pre-assessment done by our sales representatives to ensure availability of access connection to your office location as well as availability of the required CPE routers. It may only take few days if CPE routers are available in stock. If not, a maximum of 7 weeks may be required to deliver the service.
Do you offer Service Level Agreement (SLA) for this service?
Yes, we provide end-to-end SLA between the access connectivity up to the installed router at your office premises.
What types of Managed WAN service packages do you offer?
a. Managed Router
b. Managed Firewall
c. Managed Secure VPN
What is Managed Router?
When you subscribe to this package, we will supply, install, configure and maintain these routers. We will be handling the routing activities, providing proactive 24x7 monitoring of error messages and alarm indications, regular updates of operating systems and patches, performing remotely configuration and troubleshooting, hardware replacement and onsite support. CPE Routers are also available on lease from Etisalat.
What is Managed Firewall?
As part of this service, in addition to Managed Router services, we will be managing the firewall configuration, conducting periodical firewall scanning, analyzing and responding to security alarms to ensure that no unauthorized access to your Local Area Network (LAN) happens.
What is Managed Secure VPN?
Managed Router and Managed Firewall services are included in this subscription. This package will ensure that your remote users or offices are securely controlled when accessing your own applications or network resources. We will establish and maintain encrypted logical network connection to build a secure link between your desired locations.
What are the terms of subscription to your Managed Service packages?
Subscription to any of the service packages is based on monthly subscription over a commitment of a minimum period of one (1) year. This is automatically renewed yearly, unless we receive an official written request from you to cease the service.
Are there any prior requirements before I can subscribe to any of the service packages?
Yes, the router has to be Cisco Integrated Services Router. These types of routers feature remote management. They can be accessed remotely from a NOC/SOC for troubleshooting and configuration changes without the need to send an engineer for an onsite support. Supported ISR routers are Cisco products and models available are – 871, 877, 878, 1803, 1841, 2811, 2821, 2851, 3825 and 3845. Each router application depends on the customer requirements. The higher end series mainly suits the requirements of large enterprise customers.
I have subscribed to the Managed Router service. Later, within the validity period of the subscription, a requirement to upgrade to Managed Secure VPN arises. Will there be any early exit penalty from the previous service package I have initially subscribed to?
No early exit penalty will apply. Upgrade of service package to Managed Secure VPN may require you to buy a separate module card or an upgrade of software. This upgrade will cost you a one time charge which depends on the cost of the upgrade.
I am currently using a non-ISR router, what do I have to do to subscribe?
Your router will be replaced with any of the ISR routers that suits your network requirements.
Can I purchase these routers?
For now, these routers can be leased from Etisalat when you subscribe to any of the Managed Service packages. Eventually, purchase of these routers from Etisalat will be available following public announcement.
I am currently using an ISR router. Can I use my existing router without leasing another from Etisalat?
No, you still need to lease a router from Etisalat. This is because we do not have the ownership title of your router to provide you the proper support and maintenance.
What are your CPE Router leasing prices?
CPE leasing prices are based on monthly rental over a minimum leasing period of 1, 2 or maximum of 3 years. Specific price rental depends on the features of the router you require for your network application. You can contact our sales representatives for more details on the CPE router rental.
What happens on completion of the maximum 3 years of CPE leasing?
The monthly rental you are paying for the same router model over the maximum 3 years period will be free of charge from the 4th year of your CPE Router subscription.
What if during the initial CPE subscription I have selected 2 years, will my monthly CPE router rental be less on the following year?
Yes, your monthly CPE rental over the next one year will be less than the previous monthly rental. Please contact our sales representatives for details.
Do you offer advance replacement support or Service Level Agreement (SLA) on CPEs?
Yes. We ensure that when a hardware fault is detected, an engineer will be displatched to replace the router. CPE advanced replacement support is available in: 8x5 next business day, 8x5x4 and 24x7x4.
What is 8x5 NBD or 8x5x4 or 24x7x4?
This is the response time during which an engineer has to be onsite to replace the router. It is calculated from the time the fault is reported or detected. The first digit "8" represents the working hours in a day, "5" represents days in a week and "NBD" means engineer will be on your site to replace your router. Similarly for 8x5x4, the "4" means an engineer will be on your site within 4 hours.
Are there any applicable charges if I need to get CPE Advance Replacement Support?
Yes, charges will be applicable depending on the option you want to select.
If I select the CPE leasing period of 2 years, a) how is this associated with my subscription to Managed Router (as an example)? b) How about if on the 6th months of the first year my subscription to Managed Router is cancelled? c) Can I continue subscribing to the CPE service?
a) Your subscription to Managed Router is a yearly subscription. In this example where you subscribed to CPE leasing for 2 years, your yearly subscription to Managed Router will be renewed for 2 years.
b) There will an early exit penalty on the first year of your subscription to the Managed Router when you cancel the service or change the model of the CPE router. Since the leasing period of any service package is minimum one year, an early exit penalty will be applicable for the remaining unpaid 6 months.
c) However, you can continue subscribing to the CPE leasing.
My company wants to upgrade the currently installed CPE router to a high-end model within the initial period of our CPE router contract. a) Is this possible? b) How will the Managed Router and CPE SLA leasing period be affected?
a) There are no restrictions if you wish to change the model of your CPE router to a high-end model. However, changing the CPE model within the validity of the contract incurs early exit penalty charges.
b) The new CPE model will have a new CPE leasing contract starting on the date it is changed. The Managed Router and CPE SLA leasing contract will start with the new leasing period of the newly installed CPE model.
Are there any volume discounts if I have several networks subscribing to the service package options?
Yes, CPE connections between 10 and 20, as well as above 20 get certain volume discount. If you are an e-Government agency, you will also be eligible for a discount. Please contact your sales representative for more details.
The number of subscriptions to the Managed WAN service package is initially 5 CPE connections. Later after 6 months, I have an additional 6 subscriptions. Am I eligible for a discount?
Yes, you will be eligible for a discount. However, when your CPE connections drop below the required minimum number of CPE connections, you will no longer be able to avail the applicable volume discount.
The number of subscriptions to the Managed WAN service package is initially 5 CPE connections. Later after 6 months, I have an additional 6 subscriptions. Am I eligible for a discount?
Yes, you will be eligible for a discount. However, when your CPE connections drop below the required minimum number of CPE connections, you will no longer be able to avail the applicable volume discount.
2 What is End-of-Support and End-of-Life?
This is the case when the manufacturer of the ISR Routers no longer supports or produces these models.
How could this End-of-Support and End-of-Life affect my subscription?
Normally, manufacturers send advance notification to their partners or distributors that certain models will no longer be supported. Once notification is officially received from the manufacturer, all our customers will also be informed on the conditions accordingly. However, we may have to arrive at new terms for the CPE leasing agreement, based on the enhanced CPE router that will be introduced.