Managed Services FAQ
1. What
types of devices can be covered with remote monitoring (Critical node or Performance)?
2. Could we manage
an entire wide area network (WAN) from one connection?
3. Can we manage
telecom circuits other than Frame Relay?
4. How secure is
my network with remote managed network services?
5. Do I have to
buy any hardware or software to subscribe to Netforcement's Managed Network
Services?
6. I just signed
a Managed Services Contract. How long before service begins?
7. How will
I be billed?
8. Does Remote
Monitoring include remote remediation of problems that occur?
9. Do you offer
Remote Server Administration for UNIX or Linux Servers?
10. Can I add more
devices to be covered and/or services to my MSP contract in the middle of the
contract period? OR must I sign a separate contract, or wait for renewal?
11. Are Managed
Services meant to replace the customer's existing IT staff?
1. What
type of devices can be covered with remote monitoring (Critical node or Performance)?
Almost any network-connected
Firewall, Server, Router or Switch that is SNMP manageable. This would include servers
from major vendors such as Dell, HP/Compaq, IBM; Routers and switches from
Enterasys, Cisco, 3COM, Intel. Firewalls from Netscreen, FortiNet, Cisco and many others. Top
2. Could
we manage an entire wide area network (WAN) from one connection?
Yes, we can manage, monitor
and administer a complete WAN via one VPN connection from our SOC (secure operating
center) to one of the customer's sites, so long as that site has connectivity
to all other sites, and is not blocked by firewall, etc. Top
3. Can we manage
telecom circuits other than Frame Relay?
Yes. By providing performance
monitoring on the routers the circuits (such as point-to-point T1 & Fractional
T1, ISDN) connect to, we can provide basic performance monitoring of those lines.
It is not "Frame Relay Monitoring" because we are obviously not monitoring
all the Frame Relay-specific statistics we do for Frame Relay. We will not act
as agent with the telco, opening trouble tickets and "chasing" problems
with the telco, if we are only charging for performance monitoring of the router.
We will only notify the customer of a line problem. For an additional fee/line/month,
like Frame Relay, we will act as agent, open and track trouble tickets, etc. on
these non-Frame Relay lines. Top
4. How secure is
my network with remote managed network services?
Your network is completely
secured through a Virtual Private Network (VPN). This means all data is sent
to the SOC through a 168-bit encrypted "tunnel". Also, no actual
business or application "data" is ever sent over this line, only SNMP
and other management information. Top
5. Do I have to
buy any hardware or software to subscribe to Netforcement's Managed Network
Services?
No. All Managed Services
are provided "turnkey", for a nominal one-time setup charge, and a
monthly fee. Any hardware and software needed to deliver the service is supplied
and included in the pricing, as part of the service. We continue to own this
equipment and software, and all hardware and software must be returned in the
event you ever cancel service.
The customer must however
maintain and pay for a full-time Internet connection for the covered network,
and that connection should be at least 128K. We will use this Internet connection
to establish the secure VPN tunnel to our SOC. This Internet connection is
not special or dedicated for SOC connectivity. It is usually the same Internet
connection you are using today for browsing, messaging, etc. Implementation
of Remote Managed Services will not noticeably affect the performance or functionality
of this Internet connection. Top
6. I just signed
a Managed Services Contract. How long before service begins?
Your Netforcement project
manager will be in touch with you within the next 2 weeks to gather some required
technical information, and schedule an engineer site visit to establish the
VPN connection to the SOC and perform any necessary configuration of the devices
to be monitored and/or administered.
The entire process of scheduling,
onsite setup, getting you configured in the SOC and testing, typically takes
about four (4) weeks until we go "live" monitoring and managing your
network. Top
7. How
will I be billed?
Managed Services are priced
monthly, with a minimum one (1) year contract. Billing can be prepaid Quarterly,
Semi-annually, or annually. We do not offer monthly billing. Payment can be in the form of Company Check or major credit card. Top
8. Does
Remote Monitoring include remote remediation of problems that occur?
Netforcement's Remote
Critical Node Monitoring and Performance Monitoring provide for remote monitoring,
reporting, and problem notification. Actual repair is not provided under remote
monitoring, but is provided under Remote Administration,
if you have contracted for that service for the covered device(s), to the extent
the problem is fixable remotely. Any necessary onsite work is provided by Netforcement
only under Engineer Support Contract, or on a billable basis. Top
9. Do
you offer Remote Server Administration for UNIX or Linux Servers?
Yes. Remote Server
Administration currently covers Windows NT, Windows 2000-2003, Windows Terminal Servers,
most UNIX and Linux flavors, and Mac OS X Servers.
Top
10.
Can I add more devices to be covered and/or services to my MSP contract in the
middle of the contract period? OR must I sign a separate contract, or wait
for renewal?
Additional services can
be added to your contract, or additional devices can be added to existing services,
at any time during your contract. The monthly contract amount will be prorated,
and future billings adjusted accordingly. Top
11.
Are Managed Services meant to replace the customer's existing IT staff?
No! We do not recommend
Managed Services to replace an organization's IT staff. Organizations with existing IT staff will be able to
utilize Managed Services to avoid adding IT staff as their organization grows, and will be able to use their existing IT staff more efficiently on strategic initiatives, rather than mundane day-to-day admin, support, and preventative maintenance tasks that are often overlooked.
Many companies find that
Managed Services are perfect for monitoring network security and availability on nights,
weekends, and holidays. Top
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