Verizon Managed WAN

1. General

Managed Wide Area Network Service (Managed WAN) offers a range of service options enabling customers to transfer all or part of their wide area network management to Verizon. This includes network design, CPE configuration, service installation, proactive monitoring, fault notification, reporting, device management, software support, and network support for both Verizon and third-party transport.

Managed WAN is supported on customer networks approved by Verizon, which may include private networks, public networks, wireline access, cellular wireless access, or a combination thereof. Certain networks may not be available for all Managed WAN service options.

The terms apply to Optimized Service and non-Optimized Service.

1.1 Service Definition

Managed WAN provides comprehensive network management solutions, allowing customers to offload network operations to Verizon.

1.2 Standard Features

Managed WAN is offered at four service levels, detailing features and responsibilities. Management of SD WAN and Software Defined Secure Branch (SDN) have distinct features and responsibilities.

Service Levels and Responsibilities Summary:

Service Level	Customer Responsibilities (Key Areas)	Verizon Responsibilities (Key Areas)
Monitor and Notify	Strategic Direction, Fault Isolation, Fault Restoration (Logical/Physical)	Monitoring, Fault Notification, Performance Reporting
Physical Management	Strategic Direction, Fault Restoration-Logical, Change Management (Logical/Physical), Define Firewall Security/UTM Policy, Security Patching, Configuration Back-Up (SDN only), SDN Policy Management (if applicable)	Monitoring, Fault Notification, Performance Reporting, Fault Isolation, Fault Restoration-Physical, Maintenance-Break/Fix, Configuration Back-Up (Excludes SDN), Change Management-Physical
Co Management	Strategic Direction, Fault Restoration-Logical, Change Management (Logical/Physical), Define Firewall Security/UTM Policy, Security Patching, Configuration Back-Up (SDN only), SDN Policy Management (if applicable)	Monitoring, Fault Isolation, Fault Notification, Fault Restoration-Physical, Maintenance-Break/Fix, Configuration Back-Up (Excludes SDN), Performance Reporting, Change Management-Physical, SDN Policy Management (if applicable)
Full Management	Strategic Direction, Fault Restoration (Logical/Physical), Maintenance-Break/Fix, Change Management (Logical/Physical), Configuration Back-Up, Performance Reporting, Security Patching, SDN Policy Management (if applicable)	Monitoring, Fault Isolation, Fault Notification, Fault Restoration (Logical/Physical), Maintenance-Break/Fix, Change Management (Logical/Physical), Configuration Back-Up, Performance Reporting, Security Patching, SDN Policy Management (if applicable)

Note: Change management of software licenses on Managed Devices does not include tracking device-specific licenses where the vendor permits re-use.

1.2.1 Monitor and Notify Service Level:

Verizon proactively monitors all Managed Devices on the local area network (LAN) interface 24/7.
Notification and Resolution: Verizon creates a trouble ticket and notifies the customer's point of contact within 15 minutes of detecting a failure. Verizon troubleshoots transport service failures or informs the customer of other faults.
Managed Services Customer Portals: Access to the Verizon Enterprise Center (VEC) for consolidated network information, project status, contact info, and Managed Device details. The Cloud-Controlled Routing (CCR) portal is also accessible via VEC.
Web Portal Administrative Access: Write administrative access for logical management of Managed Devices.
Digital Connect API Gateway: Provides access for developing application program interfaces (APIs) for eBonding services like incident and change management.

1.2.2 Physical Management Service Level:

Includes Monitor and Notify capabilities plus:

Design Services: Verizon creates a Customer Design Document (CDD) based on agreed requirements and manages the network as designed. (Excludes SDN)
Monitoring and Resolution: Verizon resolves physical faults (24/7). Logical faults are the customer's responsibility.
CCR Network Image: A current image of the Customer Network is stored on the Cloud Infrastructure. Roll-back to previous configurations is not supported. (Excludes SDN)
Change Management Activities: Standard Change Management is performed at no charge; Optional Change Management activities are performed at specified rates.

1.2.3 Full Management Service Level:

Includes Physical Management capabilities plus:

Monitoring and Resolution: Verizon resolves both logical and physical issues, remotely or via dispatch. Cellular Wireless Access polling is limited to conserve resources.
Web Portal Administrative Access: Read-only administrative access in the Web Portal.
SDN Policy Management: Customer can make certain policy changes via VEC for select SDN features. Verizon sets initial policies during implementation.

1.3 Optional Features

Network Discovery: Collects information on CPE connected to the customer's network.
Third Party Maintenance: Customer may elect to obtain CPE maintenance services from a third party.
Third Party Transport Service: Verizon monitors and manages covered third-party provided transport services for customers with multiple sites.
Management of Customer Premises Devices: Options include Router Management, SD WAN Management, Secure Hybrid Network, Software Defined Secure Branch, Virtual Host Management, Analog VoIP Gateway, Satellite Device Management, CCR, or Device Management. Service level compatibility is required across sites for Cloud-Controlled management.
SD WAN Management + and Software Defined Secure Branch + (SDN): Verizon monitors SDN Managed Devices 24/7. Features include programmable routing, application traffic mapping, SDN Connectivity with Virtual Network Functions, centralized policy enforcement, encrypted traffic, and security functions (firewall, intrusion detection, etc.). WAN Optimization and Remote VPN Access are also available.
Device Management: Verizon manages devices terminating cellular wireless access service.
Managed Device Enhanced Features: Includes Firewall, Content Filtering, Switching (LAN Module), Encryption, WAN Acceleration, Wireless LAN Controller Management, Lightweight Access Point Management, VPN IPSec Tunneling, Wireless LAN Access Point, and Virtual Blade Management.
Managed VoIP Services: Includes Voice Gateway, Analog VoIP Gateway, and Multi-Service IP-to-IP Gateway.
Virtual Host Management: Supports universal CPE devices hosting virtual network services.
Cloud Security Services: Configuration and management of connections to external cloud-based security services.
Embedded WiFi: Configuration and management of WiFi service.
Vendor Reporting: Access to specific SDN vendor reporting tools.
WAN Back Up: Supports a second access circuit for network connection failure.

1.3.8 WAN Analysis

Non-Optimized Service: Terms and conditions for WAN Analysis are available via provided URLs.
Optimized Service: Includes support for SDN reports for Verizon-supported vendors.
WAN Analysis is not available for devices using Cellular Wireless Access as the primary connection.

1.3.9 Network Analysis Service (NA):

Provides monthly network analysis reporting and interactive calls for networks with 20+ Managed Devices.

1.3.10 Network Engineering Service (NE):

Provides engineering planning, design, and change-management support for larger customer networks.

1.3.11 Managed WAN Support for Private IP (PIP) Dynamic Network Manager:

Manages Provider Edge (PE) and Customer Edge (CE) Managed Devices for Full Management. Verizon handles PE changes for Physical/Monitor and Notify levels; customer handles CE changes.

1.3.12 CCR Reporting:

Enables access to daily and ad hoc reporting via the Web Portal for health and performance of Managed Devices under CCR.

1.3.13 Guest Access:

Provides wireless access to customer networks for guests.

1.4 Customer Responsibilities

Customer Sites with Cellular Wireless Access: Ensure cellular signal parameters meet Verizon standards. Site assessment or survey may be required.
In Band Access: Do not modify devices, licenses, or administrators in the Web Portal. Verizon requires write administrative access to Managed Devices. For Physical WAN, provide read access to device configuration and maintain software licenses. Provide SNMP read/write community string for backups.
Out of Band (OOB) Access: Provide OOB access via PSTN or cellular wireless connection for management. Disconnecting OOB service voids SLAs. Alternate Circuit or Backup Wireless options are available.
Physical Verification of Managed Devices: Customer may be asked to reboot devices, provide LED statuses, verify power/cabling, and insert a loopback plug.
Customer Initiated Site Maintenance: Notify Verizon via VEC for any maintenance affecting device status.
Customer Equipment: Customer is responsible for upgrading equipment as needed for managed services.
Managed VoIP Services: Confirm configurations, arrange PSTN lines, make feature changes via VEC, manage IP phone/PBX changes, and provide server support.
Guest Access Use and Records: Customers providing public internet access must use a locally licensed service provider and retain records of authorized users.
Guest Access Notice: Display a notice for Mobile Location Analytics (MLA) data collection, outlining data controller, purposes, privacy practices, and third-party disclosures.
SDN Remote VPN Access: Customer is responsible for Remote Access Client, Active Directory management, and Remote Access Server setup (domain name, certificates).
SDN Connectivity with Virtual Network Functions: Provide IP address ranges for private networks connecting to the Managed Device.

2. Supplemental Terms

Restriction on Encryption Functionality in India: Specific limits on encryption key length apply; higher encryption requires approval. Bulk encryption equipment is prohibited.
Turkey Use Prohibition: Use of public internet, WWW, and social media in Turkey requires service from a locally licensed provider and compliance with laws and regulations.
Network Discovery: Customer must provide accurate scope information and authority for Verizon to undertake discovery.
NE and NA Services Disclaimer: Customer makes independent decisions on Verizon recommendations.
VEC, API Gateway, or Web Portal User Names and Passwords: Notify Verizon immediately of unauthorized use. Customer is liable for charges incurred.
VoIP Restrictions: Customer must comply with local jurisdiction regulations for VoIP transmission.
CPE or Managed Device for End-Use in Myanmar, China, Russia and Venezuela: Customer represents that devices and software will not be used for military or prohibited end-uses as defined by U.S. Export Administration Regulations.
Phased Installation: Customer can order phased installation of Managed WAN features, with dispatch charges per onsite visit.

3. Service Level Agreement (SLA)

The SLA for Managed WAN can be found at: www.verizon.com/business/service_guide/reg/cp_mwan_sla.pdf

4. Financial Terms

4.1 Optimized Service

Charges for Managed WAN + are specified in the agreement and at: www.verizon.com/business/service_guide/reg/applicable_charges_toc.htm. Charges are in USD. Monthly recurring charges (MRC) and non-recurring charges (NRC) are based on management level and device size.

4.1.1 Administrative Charges:

Administrative Charge	Charge Instance	NRC
Dispatch Charge	Dispatch/Re-dispatch	$300.00
Expedite Fee	Per Device, Upon Customer Request	$1,100.00
After Hours: Installation	Per Site	$600.00

4.1.3 One-Time Management Charges:

Optional Change Management (OCM) provides additional remote change management support. Standard Change Management (SCM) activities are included in the MRC, with potential limits on SCM changes per month.

Change	Change Instance (Charged per device unless noted)	NRC
After Hours: Changes	Per request per Site	$600.00
Implementation (Modify Existing)	Change per Managed Device	$50.00
Design (Single Feature/Protocol)	Change per Managed Device	$250.00
Design Plus (Multiple Feature/Protocol)	Change per Managed Device	$400.00
Engineering – 1 Hour	Per request and block of hours, 1 hour block	$300.00
Engineering – 5 Hours	Per request and block of hours, 5 hour block	$1,375.00
Engineering – 10 Hours	Per request and block of hours, 10 hour block	$2,500.00
Engineering – 20 Hours	Per request and block of hours, 20 hour block	$4,500.00
Engineering – 40 Hours	Per request and block of hours, 40 hour block	$8,000.00

Notes on Implementation, Design, and Engineering are included in the original document but omitted here for conciseness.

4.1.4 IP Addresses:

Verizon may use secondary IP addressing or require customer payment for dedicated management domains or IP proxy hardware solutions. Border gateway protocol (BGP) routing may be used.

4.2 Non-Optimized Service:

Charges for Managed WAN are specified in the agreement and at provided URLs.

5. Definitions

Key terms related to Managed WAN services are defined, including:

Alternate Circuit: Secondary WAN connection for verifying primary connection availability.
Backup Wireless: Out-of-band access using wireless service and modem.
Cellular Wireless Access: Verizon Wireless service.
Cloud-Controlled Routing (CCR): Cloud infrastructure-controlled appliances at a customer site.
Cloud Infrastructure: Cloud-hosted elements for provisioning and managing system architecture.
Customer Network: Collection of Managed Devices and their network connections.
Dispatch: Customer service request resulting in Verizon site visit.
Expedite: Order processed for shorter installation/change time.
Managed Device: CPE designated as supported by Managed WAN.
Managed Implementation: Option for bringing customer/Verizon-provided devices under Verizon management.
Managed Take Over: Option for bringing existing, operating networks with customer-provided devices under Verizon management.
MLA Data: Information transmitted by wireless devices, including geo-location and MAC address.

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