Managed WAN + - Verizon Enterprise Solutions

MANAGED WAN SERVICE
1. GENERAL
1.1 Service Definition
1.2 Standard Service Features
1.3 Optional Service Features
1.4 Customer Responsibilities
2. SUPPLEMENTAL TERMS
3. SERVICE LEVEL AGREEMENT
4. FINANCIAL TERMS
5. DEFINITIONS
1.
GENERAL
1.1
Service Definition. Managed WAN Service provides a range of service options enabling Customer
to transfer all or part of its wide area network management to Verizon, including network design, CPE
configuration, service installation, proactive monitoring, fault notification, reporting, device management and
software support (subject to availability).
1.1.1 Platforms. Except where explicitly stated otherwise, these terms apply to Optimized Service
(denoted with a “+” and sometimes referred to as Rapid Delivery) and non-Optimized Service.
1.2
Standard Service Features
The service features and responsibilities are summarized in the table below.
Division of Responsibilities
Monitor
and Notify
Customer Manages:
•Strategic Direction
•Fault Isolation
•Fault Restoration-Logical
•Fault Restoration-Physical
•Maintenance-Break/Fix
Customer •Change ManagementLogical
•Change ManagementPhysical
•Configuration Back-Up
•Security Policy and
Patching
Verizon Manages:
Verizon
•Monitoring
•Fault Notification
•Performance Reporting
Physical Management
Full
Management
Customer Manages:
Customer Manages:
•Strategic Direction
•Fault Restoration-Logical
•Change ManagementLogical
•Security Policy and
Patching
•Strategic Direction
•Security Policy
Verizon Manages:
Verizon Manages:
•Monitoring
•Fault Isolation
•Fault Notification
•Fault Restoration-Physical
•Maintenance-Break/Fix
•Configuration Back-Up
•Performance Reporting
•Change Management-
•Monitoring
•Fault Isolation
•Fault Notification
•Fault RestorationLogical
•Fault RestorationPhysical
•Maintenance-

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Physical
Break/Fix
•Change ManagementLogical
•Change ManagementPhysical
•Configuration Back-Up
•Performance
Reporting
•Security Patching
Change management of applicable software licenses that may be configured on
Managed Devices does not include responsibility for tracking device-specific
licenses where the device vendor permits re-use on new device acquisition.
1.2.1 Monitor and Notify Service Level. The most basic level of Managed WAN is Monitor and Notify,
under which Verizon, provides the following capabilities.
 Monitoring. Verizon proactively monitors all Managed Devices up to the local area network (LAN)
interface of the Managed Device 24 hours a day, 7 days a week. Verizon will manage devices that are
certified by Verizon.

Notification and Resolution. Verizon will create a trouble ticket and send a notification to
Customer’s designated point of contact within 15 minutes of Verizon’s determination of a Managed Device
or transport failure. Following the creation of a trouble ticket, Verizon will i) if the trouble is due to a Verizon
transport service, troubleshoot the transport service until the problem has been verified as fixed and the
ticket will then be closed; or ii) if the trouble is due to causes other than a Verizon transport service, inform
Customer of the fault and monitor the ticket.

Managed Services Customer Portal. Verizon will provide a managed services portal on the
Verizon Enterprise Center or other website provided by Verizon from time to time (VEC). The VEC
provides a consolidated view of Customer Network information 24 hours a day, 7 days a week and real time
access to project status, contact information, and information about Managed Devices.
1.2.2 Physical Management Service Level. The Customer can choose Physical Management which
contains the capabilities of Monitor and Notify plus additional capabilities described below. As part of
Managed WAN Physical service, Verizon provides the following capabilities:

Design Services. Verizon will create a Customer design document (CDD) based on a written
statement of requirements (SOR) agreed to by Customer. Verizon will activate, monitor, and manage the
Customer Network as designed in the CDD.

Monitoring and Resolution. Verizon provides physical fault detection, isolation, and monitoring
services for Managed Devices, 24 hours per day, 7 days per week. Verizon will resolve physical faults
whether caused Verizon, Customer or third party issues. Managed Device logical faults are Customer’s
responsibility. Customer will inform Verizon of physical faults once Customer has completed its logical
troubleshooting if Verizon is the maintenance provider for Customer’s CPE.

Change Management Activities. Verizon will perform the change management activities shown
on the VEC as Standard Change Management at no charge. Optional Change Management activities will
be performed at the rates shown.
1.2.3 Full Management. The Customer can choose Full Management, which contains the capabilities of
Monitor and Notify and Physical plus additional capabilities described below.

Monitoring and Resolution. Verizon will resolve both logical and physical issues, with Customer’s
cooperation, either remotely or by dispatching a technician, whether caused by Verizon, Customer or a third
party.
1.2.4 Implementation Options. Managed WAN has two implementation options to bring devices under
Verizon management: (i) Managed Implementation, which applies to Customer or Verizon provided
devices and (ii) Managed Take Over, which applies to existing, operating networks with Customer-provided
devices. Both are subject to an SOR to be agreed upon by the Parties.
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1.2.5 Managed Device Software Release Management
1.2.5.1 Installation. Verizon will provide relevant software patches and updates as provided by the
Managed Device manufacturer from time to time for installation during a fixed update time period, mutually
scheduled by the parties. Warranties on software updates, if available, will be provided directly by the
Managed Device manufacturer.
1.2.5.2 Testing. At Customer’s request, Verizon will make reasonable efforts to make available the
resources of Verizon’s Customer Test Center (CTC) for the purpose of testing Managed Device
manufacturer software prior to the implementation of such software. Verizon’s ability to control the
implementation of any new Managed Device manufacturer software release may be limited by rules
established by the Managed Device manufacturer software. Such additional CTC testing may be subject to
additional fees and result in delay of the software deployment.
1.3
Optional Service Features
1.3.1 Network Discovery. Network Discovery is provided as a convenience to the Customer for certain
management features at no additional cost. If Customer orders Network Discovery, Verizon will
electronically collect information on CPE connected to Customer’s managed network.
1.3.2 Third Party Transport Service. With the Third Party Transport Service feature, if Customer has
two or more managed Customer Sites, Verizon will monitor and manage covered third-party provided
transport services and inform Customer of the existence of outages or problems with those third-party
provided services.
1.3.3 Device Management. For device management, Customer may select “Router Management,” “SD
WAN Management,” “Virtual Host Management,” or “Cloud-Controlled Routing.” Router Management is
available with all Managed WAN service levels. SD WAN Management, Virtual Host Management, and
Cloud-Controlled Routing are only available with Full Management.
1.3.4 Managed Device Enhanced Features. For selected devices under Full Management. Verizon can
provide configuration, implementation, administration, monitoring, support, reporting (if applicable), and
installation of available manufacturer-provided and/or hardware patch/upgrades for the following features
as selected by Customer.

Firewall. With Firewall, Verizon will manage Customer-selectable zones (e.g. external or untrusted,
internal or trusted, DMZ), firewall policies, and firewall rule sets between all zones.

Content Filtering. With Content Filtering, Verizon will configure the feature to interface with
Customer’s Websense server based on information provided by Customer. Customer can use that server,
and/or a backup list of up to 25 URL filters, to control web-based content accessed by end users.

Switching (For LAN Module on a Managed Device). With LAN Module Switching, Verizon provides
additional LAN ports on the Managed Device. Verizon monitors the LAN module generally, but not
individual ports.

Intrusion Prevention. With Intrusion Prevention, Verizon will detect, alert, and in some cases
block attacks (intrusions) on Customer’s managed network, using intrusion prevention signature files
provided by the Managed Device manufacturer.

Encryption. With Encryption, in countries where it is available, Verizon will encrypt Customer data
traffic between Managed Devices on the Verizon Private IP network. Customer will provide at least two
additional Managed Devices with the Encryption feature to act as key servers. If circumstances arise that
cause the Encryption feature to fail and prevent communication to and from that Managed Device,
Customer will notify Verizon.

WAN Acceleration. With WAN Acceleration, Verizon will optimize traffic using compression,
caching protocol optimization where other Sites on the Customer’s managed network have compatible
application optimization CPE.

Wireless LAN Controller Management. With Wireless LAN Controller Management, Verizon will
configure the Managed Device to provide Wireless LAN controller management capabilities for Customer
Network Sites with compatible access point CPE.
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
Lightweight Access Point Management. With Access Point Management, Verizon will configure
the Managed Device with embedded Access Point functionality such that it will interoperate with Verizon
Managed Wireless LAN service.

IPSec Tunneling. With IPSec Tunneling, available on certain Managed Devices, Verizon enables
the tunneling and encryption of Customer data traffic between two Managed Devices. Enabling this feature
on a remote Managed Device is dependent on the same feature being enabled on a separate Customer
Managed Device, typically located at the Customer hub site.

Wireless LAN Access Point. With Wireless LAN Access Point, available on certain Managed
Devices that have Access Point functionality, Verizon will configure the Managed Device as a Wireless
access point so long as at least one other site or Managed Device in Customer’s network has a compatible
Wireless LAN Controller.

Virtual Blade Management.
With Virtual Blade Management, Verizon makes available
management of the blade on certain Managed Devices that support additional hardware used to host
Virtual Machines (VMs) running Virtual Network Services (which above-described combination may also be
referred to as Virtual Network Functions). To the extent Virtual Network Services are required, they are to
be purchased separately.

Managed VoIP Services including Voice Gateway and Multi-Service IP-to-IP Gateway. With
Managed VoIP Services, Verizon will manage VoIP CPE Elements (not VoIP Service devices such as
phones) at the same management level as the related Managed Devices. Certain Customer roles and
responsibilities for the underlying VoIP Service may be impacted by Managed VoIP Services. Verizon will
work with Customer to address such impacts.

Application Aware Routing (For Select Cisco Devices). With Application Aware Routing, Verizon
monitors traffic performance based on flexible Customer-established policies, that classify its traffic into
categories to the granularity of applications, and define minimal requirements for loss, delay, and jitter per
traffic or application group, such that application traffic can be routed over the preferred network paths as
defined by the Customer.

SD WAN Management (For Viptela Devices). With SD WAN Management, Verizon monitors traffic
performance based on flexible Customer-established policies that classify its traffic into application
categories and define minimal requirements for loss, delay, and jitter per traffic or application group, such
that application traffic can be routed over the preferred network paths as defined by the Customer.

Virtual Host Management. Virtual Host Management supports a universal CPE device deployed to
Customer’s premises. This hardware device is used to host Virtual Machines (VMs) running Virtual
Network Services (which may also be referred to as “Virtual Network Functions”) which include Security
and WAN Services. Customer acknowledges that Virtual Host Management covers the universal CPE
device only, and does not cover any Virtual Network Functions hosted on that universal CPE. For Virtual
Network Functions hosted on the universal CPE, Customer must purchase Virtual Network Services under
a separate Contract.

Deep Packet Inspection (DPI). With DPA, there is a second Viptela license added to the Viptela
device, allowing Customer to have more granular control over the application flows.
1.3.5. WAN Analysis. (non-Optimized Service only) For customers receiving non-Optimized Managed
WAN services, the terms and conditions for WAN Analysis are located at the following URL:
For U.S. Services, click here
For non-U.S. Services, click here
1.3.6 WAN Backup. With WAN Backup, Verizon configures a Managed Device to support a second
access circuit (over separately provided Verizon or third party service) in the event the primary network
connection fails.
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1.3.7 Network Analysis Service (NA). (For Networks with 20 or more Managed Devices with a United
States law contract). With Network Analysis, Verizon will provide monthly network analysis reporting,
including interactive monthly calls to review that reporting, starting 60-90 days after installation.
1.3.8 Network Engineering Service (NE). (For larger Networks, i.e., those with 20 or more Managed
Devices under Full Management). With Network Engineering, Verizon provides engineering planning,
design and change-management support services.
1.3.9 Managed WAN Support for Private IP (PIP) Dynamic Network Manager. Verizon PIP Dynamic
Network Manager service is available in either fully automated or semi-automated mode for Managed
Devices under Full Management. For Full Management, Verizon is responsible for updating both PE and
CE devices. Verizon will make changes only to PE devices for Physical and Monitor and Notify
management levels; Customer is responsible for any changes to the CE device
1.3.10 Cloud-Controlled Routing Reporting. This feature enables Customer to access comprehensive
daily and ad hoc reporting – which may aid Customer in accessing the health and performance of Managed
Devices
under
Cloud-Controlled
Routing
–
via
the
web
portal
at
http://www.verizonenterprise.com/medium/wifi/ or other URL provided by Verizon from time to time (the
Web Portal).
1.3.11 Guest Access. Verizon offers two Guest Access options available per Lightweight Access Point or
Wi-Fi-enabled Managed Device under Cloud-Controlled Routing: (i) Cisco Meraki, with additional
information available at http://www.verizonenterprise.com/medium/wifi/ or other URL provided by Verizon
from time to time (the Web Portal); and (ii) Purple Wi-Fi, with additional information available at
http://verizon.purplewifi.net/ or other URL provided by Verizon from time to time (the Guest Access Portal).
These Guest Access options provide the following functionality:
 Guest Wi-Fi. Log-in pages can be created to provide Customer’s guests with Wi-Fi access to
Customer’s network through a tailored splash page presenting Customer’s brand identity and offering
various login options to facilitate access by Customer’s guests.
 Mobile Location Analytics (MLA). This feature enables Customer to choose to (i) capture information
broadcast by the wireless devices of guests and end users (collectively, such data is hereinafter referred to
as MLA Data); and (ii) use MLA Data for the protection of Customer’s network and marketing purposes.
 Content Filtering (Purple Wi-Fi-only). Customer can block inappropriate content by requesting either
a specific category of sites to be blocked or the specific sites. Customer also has the option to limit traffic
via bandwidth controls.
1.3.12 Splash Page Design Support. Verizon provides splash page design in basic or customized forms.
Both include a requirement for guests to consent to an end user license agreement (EULA) to be provided
to Customer upon its request for Splash Page Design Support.
 Basic. Basic splash page design support provides up to two hours of minor customization of a onepage, pre-defined, guest access splash page template on either the Cisco Meraki- or Purple WiFi-based
platforms. Basic splash page design support consists of adding Customer’s logo to the splash page and
styling the page with Customer’s corporate color scheme and font. Only styling changes will be made. No
structural or layout changes will be made to any pre-defined template as part of this Basic option.
 Customized. Customized splash page design support provides up to eight hours of professional
services to fully customize a one-page guest access splash page. Customer’s typography, graphics,
images, and links may be utilized if provided in HTML or CSS.
1.4 Customer Responsibilities
1.4.1 Out of Band Access. Unless otherwise agreed, Customer will provide out of band access to each
Managed Device over a separate PSTN line or wireless connection (which may include backup wireless),
where required and consistent with Verizon specifications for troubleshooting purposes. For Managed
WAN Physical, Customer also will provide Verizon read access to the Managed Device configuration, and
will maintain any software licenses associated with Managed Devices. Customer will provide Verizon the
Simple Network Management Protocol or SNMP read/write community string to any Managed Device
whose configuration it wants Verizon to automatically backup.
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1.4.2 Physical Verification of Managed Devices. Upon Verizon’s request, Customer will reboot the
Managed Devices, provide the LED light statuses of the 3rd party provider Network Terminating Unit where
applicable, verify equipment power, verify if all cables are securely connected, and insert a loopback plug.
1.4.3 Customer Initiated Site Maintenance. Customer will notify Verizon via a Customer Maintenance
Change Management Request via the VEC of any maintenance (powering down the site/managed
device/3rd party provider Network Terminating Unit, resetting equipment, re-cabling, physical equipment
move) that may affect the operating status of the Managed Devices.
1.4.4 Customer Owned CPE. Managed Take Over or Managed Implementation may show Customer’s
CPE needs upgrading before it can be managed. Verizon will manage such CPE after the upgrade is
complete. Customer is responsible to refresh the CPE as required, including upgrades for Managed Device
Enhanced Features, end-of-life conditions, and the like.
1.4.5 Managed VoIP Services. Customer will do the following for VoIP Services:

Configuration Requests. Confirm configuration of its active Managed VoIP Services is consistent
with its preferences.

PSTN Lines. Arrange for the purchase and installation of any PSTN lines for its Verizon or third
party VoIP Service design.

Feature Changes. Make feature changes at the user or administrator level (e.g., setting up call
forwarding for a phone or establishing an auto-attendant) through the Verizon Enterprise Center web portal.

IP Phone and PBX Changes. Make IP phone and IP PBX configuration changes (unless
Customer is subscribed to Verizon Managed IP PBX Service).

Server Support. Implement and maintain a server (e.g., for Cisco, a TFTP [trivial file transfer
protocol] server) for IP phone configuration support.
2. SUPPLEMENTAL TERMS
2.1
Restriction on Encryption Functionality in India. Customer will not employ bulk encryption
equipment in connection with Verizon Facilities in India. Customer may use encryption up to 40 bit key
length in RSA algorithm. If Customer requires encryption higher than this limit, then Customer will obtain
approval from relevant telecom authority.
2.2
Network Discovery. Customer will provide Verizon with accurate information about proper scope
of the Network Discovery, represents that it has all necessary authority to have Verizon undertake the
Network Discovery requested under these terms, and will indemnify Verizon and its employees, affiliates
and agents against any liability if it does not. Verizon reserves the right to stop or withhold from performing
Network Discovery, at its sole discretion. Customer’s sole remedy for any failure, inadequacy or other
problem of Network Discovery is to request that Verizon re-perform it.
2.3
NE and NA Services Disclaimer. Customer will make its own independent decision whether to
consider or implement any Verizon recommendation, referral or introduction in connection with NE and/or
NA (collectively “Recommendations”).
2.4
Portal User Names and Passwords. Customer must immediately notify Verizon upon learning of
any unauthorized use of Customer’s login credentials. Customer is responsible for all activities and
charges incurred through the use of the compromised login credentials.
3. SERVICE LEVEL AGREEMENT (SLA). The SLA for Managed WAN may be found by clicking on the
following: Managed WAN Service Level Agreement
4. FINANCIAL TERMS
4.1
Optimized Service. Customer will pay the charges for Optimized Managed WAN + specified in the
Agreement, including those below. Charges below are in U.S. dollars and will be billed in the invoice
currency for the associated service. MRCs and NRCs are based on management level and size of
Managed Device. Managed WAN MRCs are fixed for the Service Commitment.
4.1.1 Administrative Charges. The following administrative charges are applicable to Managed WAN:
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Administrative Charge
Dispatch Charge
Expedite Fee
After Hours: Installation
Charge Instance
Dispatch/Re-dispatch
Upon Customer Request
Per site
NRC
$300.00
$1,100.00
$600.00
4.1.2 Managed Devices. The Managed Device sizes apply to the rates shown in the Contract.
4.1.3 One-Time Management Charges. Optional Change Management (OCM) provides additional
remote change management support for Managed WAN for the NRC shown below. Customer can order
specific OCM activities through the VEC. The Standard Change Management activities shown in the VEC
are included in the MRC of the Managed WAN Service.
Managed WAN Optional Change Management Charges
Change Instance
Change
(Charged per device unless
NRC
noted)
After Hours: Changes
Per request per site
$600.00
Implementation (Modify Existing)1,3
Change per device
$50.00
Design (Single Feature/Protocol)2
Change per device
$250.00
Design Plus (Multiple
Change per device
$400.00
Feature/Protocol)2
1. Implementation is used to modify existing features or protocols including the following:
dynamic host configuration protocol (DHCP), IP network address translation, network routed
protocol, MNSO IP address/subnet mask change, permanent virtual circuit (PVC) Change,
routing protocol changes, switch VLAN, dynamic port/CAR, and VPN Tunnel.
2. Design and Design Plus is used for requests to add single (Design) or multiple (Design
Plus) new features, protocols or applications/policies that do not currently exist in the
Customer Network, including the following: add DHCP, quality of service (QoS), NAT router
configuration, traffic filter design, traffic shaping/queuing, application Aware routing, and SD
WAN.
3. Customer may create a new design at one site by selecting Design/Design Plus to add
the new feature(s) or protocol(s) and then replicate the design across other sites by selecting
Implementation for the remaining sites.
4.1.4 IP Addresses. Verizon may use secondary IP addressing if Customer is using unregistered IP
address space. If secondary IP addressing is not available, Customer must pay reasonable costs for a
dedicated management domain or an IP proxy hardware solution. Additionally, Verizon may use border
gateway protocol (BGP) routing used to access and monitor the Customer Network.
4.2
Non-Optimized Service. Customer will pay the charges for non-Optimized Managed WAN
specified in the Agreement. In addition, online pricing for Managed WAN provided by a United States
Verizon entity is at
http://www.verizonenterprise.com/external/service_guide/reg/cp_managed_wan_services.htm.
5.
DEFINITIONS. The General Definitions (found at:
http://www.verizonenterprise.com/external/service_guide/reg/g_online_definitions_toc.htm) apply to
Managed WAN in addition to the definitions below.
Term
Definition
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After Hours
Business Hours
CE
Customer Network
Dispatch
Expedite
Managed Device
PE
Outside of Business Hours.
The hours between 9.00am and 5.00pm on a Business Day in the
time zone of Customer’s premises.
Customer edge.
A collection of Managed Devices and the network they are
connected to.
A Customer service request that results in Verizon going on to, or
attempting to go on to, a Customer Site.
A Contract that is processed, at the request of the Customer, with
the objective of installing or changing the service in a time period
shorter than the Verizon's standard installation time period for that
service, whether or not the installation or change is completed in
that time period.
Items of CPE that have been designated as supported by
Managed WAN.
Provider edge.
MANAGED WAN +
Part I: Service Description and Requirements
Part II: Rates and Charges
Part III: Terms and Conditions
Part IV: Service Level Agreement
Part V: Definitions
Part I: Service Description and Requirements.
1. Scope. Managed WAN provides wide area network design, configuration, activation, monitoring, management
and support of Managed Devices to Customers subscribing to the following Verizon transport services, where
available: Internet Dedicated, Internet Dedicated Ethernet, Internet Broadband, Private IP Service (“PIP”), Private
IP Ethernet Layer 2 Service, Ethernet Private Line (“EPL”), Ethernet Virtual Private Line Service (“EVPL CPABased”), and Virtual Private LAN (“VPLS”). Upon Verizon approval, Managed WAN is also available for locations
where third parties and Verizon Wireless provide transport service(s). Depending on the location where Managed
WAN is provided, Verizon provides either Managed Implementation or Managed Take-Over to start Managed
WAN at each Customer Site. Verizon will inform Customer of the specific implementation options available at
Customer’s location prior to implementation. Each implementation option is more fully described later in these
terms.
2. Device Management. For device management, Customer may select either “Router Management,” “SD WAN
Management,” or “Virtual Host Management.” The following management types are available based on
Customer’s selection of device management:
Management Type
Router Management
SD WAN Management
Virtual Host
Management
Monitor and Notify
Physical Management
Full Management





3. SD WAN Management. Software-defined WAN (“SD WAN”) Management is available on Viptela devices and
works only between Viptela devices. SD WAN allows for a highly flexible utilization of all network capacity
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4.
5.
6.
7.
attached to a network site. With SD WAN, Customer will establish policies that classify its traffic into categories to
the granularity of applications, and define minimal requirements for loss, delay, and jitter per traffic class. If
network conditions change and Customer-established network traffic policies are violated, SD WAN dynamically
rearranges how application traffic is distributed across the available traffic paths in the background. SD WAN
functionality is controlled via required, cloud-based, virtual management controllers. Verizon will load the software
that comprises these controllers on a platform provided by Verizon, or on a platform of Customer’s choice, subject
to Verizon approval, and thereafter manage the controllers.
Virtual Host Management. Virtual Host Management supports a universal CPE device deployed to Customer’s
premises. This hardware device is used to host Virtual Machines (“VMs”) running Virtual Network Services (which
may also be referred to as “Virtual Network Functions”) which include Security and WAN Services. Customer
acknowledges that Virtual Host Management covers the universal CPE device only, and does not cover any
Virtual Network Functions hosted on that universal CPE. For Virtual Network Functions hosted on the universal
CPE, Customer must purchase Virtual Network Services under a separate Contract.
Demarcation. The demarcation of Managed WAN will be the Local Area Network (“LAN”) interface of the
Managed Device. Verizon will monitor the router’s LAN interface(s) and notify Customer of outages, but Verizon
will not manage Customer’s LAN as part of Managed WAN.
Provision of CPE. Customer can choose to provide its own CPE, or Verizon can provide CPE under a separate
service attachment or agreement for use as Managed Devices. In either case, Customer will provide Verizon with
such access to Managed Devices and such assistance as Verizon reasonably requires to provide Managed WAN.
Except when provided by Verizon, Customer is responsible for the installation of the CPE. If required, Customer
will facilitate the execution of a Letter of Authority (“LOA”) allowing Verizon to work with any 3rd party CPE
maintenance providers. Customer is responsible for all costs and expenses related to 3rd party maintenance
providers, including costs related to actions directed or recommended by Verizon, either directly to the 3rd party
CPE maintenance provider pursuant to the LOA or otherwise through Customer.
Service Management Types. The following service management types are available for Managed WAN.
7.1
Managed WAN Monitor and Notify. Managed WAN Monitor and Notify provides the following:
7.1.1 Monitoring. Verizon provides proactive monitoring of all Managed Devices 24 hours a day,
seven (7) days a week. Verizon will monitor the Managed Devices via use of the simple network
management protocol (“SNMP”) and internet control message protocol (“ICMP” commonly called
a “ping”) for status and error conditions (e.g. SNMP trap messages).
7.1.2 Notification. Verizon provides fault notification for the Managed Devices. Verizon’s network
operation center (“NOC”) will create a trouble ticket and attempt to notify Customer’s designated
point of contact within 15 minutes of Verizon’s determination of a Managed Device or transport
failure. Verizon will attempt to notify Customer’s designated point of contact via either e-mail or
automated phone message at Verizon’s option. Upon the creation of a trouble ticket, the NOC
will i) begin troubleshooting the data networking circuit until the problem has been verified as fixed
and the ticket will then be closed, if the trouble is due to a Verizon data networking circuit; or ii)
inform Customer of the fault and monitor the ticket if the trouble is due to causes other than a
Verizon data networking circuit. Once the non-Verizon issue has been resolved by Customer, the
ticket will be closed by Verizon.
7.1.3 Standard Reporting. Please Note: Effective April 12, 2014, the terms set out here relating to
WAN Analysis Reporting do not apply to contracts adding Managed WAN for the first time.
Customers contracting for Managed WAN on or after April 12, 2014 will contract separately for
WAN Analysis Reporting. Verizon provides reporting services using an automated reporting and
analysis tool that selects and condenses the MIB data into graphical reports available on demand
via an Internet web site. Standard Reporting provides information on Customer Edge (“CE”)
routers including; CE LAN interface performance, CE WAN interface performance, CE WAN subinterface performance, and CE router performance (“Standard Reporting”). MIB graphical reports
include CPU usage trends, tables of WAN or LAN elements showing trend variables, and
summary reports. Reporting outside this scope may incur additional charges.
7.1.4 Managed Services Customer Portal. The managed services portal (the Verizon Enterprise
Center or other website provided by Verizon from time to time (“Customer Portal”)), is an Internet
web portal that provides a secure, scalable, consolidated view of Customer Network information
24 hours a day, seven (7) days a week. The Customer Portal provides real time access to project
status, contact information, and information about Managed Devices. Customer is limited to 10
user accounts and is responsible for ensuring that all users understand and comply with Verizon’s
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7.2
7.3
confidentiality
requirements.
The
Customer
Portal
can
be
accessed
at:
www.verizonbusiness.com.
7.1.5 Customer Responsibilities for Monitor and Notify Service
7.1.5.1 Fault Isolation and Configuration. Customer is responsible for resolving both logical
and physical CPE faults; and fault isolation and monitoring for the Managed Devices
and associated downstream attached devices (e.g. cabling, servers, non-managed
switches, firewalls, and personal computers). Customer is responsible for the
management of all equipment connected to Managed Devices that are out of the scope
of Managed WAN and for software licenses associated with Managed Devices.
Customer will provide to Verizon the SNMP “read access community string” for all
Managed Devices.
7.1.5.2 Change Management. Customer is responsible for making and managing changes to
the Customer Network and any routine maintenance of Managed Devices. Customer is
also responsible for informing Verizon of any changes to the Customer Network that
affects monitoring of the Customer Network including, but not limited to, removing
Managed Devices from service. Customer is also responsible for backing up the
Managed Device configurations.
Managed WAN Physical. Managed WAN Physical provides the following in addition to Monitor and
Notify Service:
7.2.1 ISDN Dial Backup Design, Implementation, Testing, and Fault Isolation Services. Verizon
provides ISDN dial backup design, implementation, testing and fault isolation services upon
Customer request (not available for to Internet transport). Where ISDN is not available, Verizon
will provide an analog dial backup design, if applicable. Customer is responsible to arrange the
provisioning of ISDN basic rate interface (“BRI”) lines or analog lines as necessary. Verizon
testing is limited to non-intrusive testing of the backup solution.
7.2.2 Design Services. Verizon will provide a consultant who will create a Customer Design
Document (“CDD”) based on a written Statement of Requirements (“SOR”) agreed to by
Customer. The CDD is an internal Verizon document which describes the Customer Network.
Verizon will activate, monitor, and manage the Customer Network as designed in the CDD.
7.2.3 Monitoring and Management. The NOC provides physical fault detection, isolation, and
monitoring services for Managed Devices. The NOC provides coverage 24 hours per day, seven
days per week. Physical faults will be resolved by Verizon whether due to Verizon, Customer or
third party issues. Managed Device logical faults are Customer’s responsibility. Customer will
inform Verizon of physical faults once it has completed its logical troubleshooting if Verizon is
maintenance provider for Customer’s CPE.
7.2.4 Change Management Activities. Customer is responsible for making and managing changes to
the Customer Network and any routine maintenance of Managed Devices. Certain change
management activities shown on the Customer Portal as Standard Change Management are
provided at no additional charge. Verizon may charge for changes outside the scope of change
management activities included in Managed WAN Physical, if available.
7.2.5 Customer Responsibilities for Physical Service. Unless otherwise provided by Verizon as
shown in the Contract, Customer is responsible for providing out of band (“OOB”) access to the
Managed Device for Verizon troubleshooting purposes as provided herein. Customer is also
responsible for providing Verizon with read access to the Managed Device configuration and for
management of any software licenses associated with Managed Devices. Upon Customer’s
request, Verizon will automatically backup Managed Device configuration, provided however that
Customer must provide Verizon the SNMP read / write community string to the Managed Device.
Managed WAN Full. Managed WAN Full provides the following in addition to Managed WAN Physical.
7.3.1 ISDN Dial Backup Design, Implementation, Testing, and Fault Isolation Services. Upon
Customer’s request, and Verizon’s approval, Verizon will test the backup solution, including,
without limitation, intrusive testing (i.e. taking the circuit down to test).
7.3.2 Monitoring and Management. Verizon is responsible to resolve both logical and physical issues
with Customer’s cooperation whether the issue arose due to Verizon, Customer or third party
issues. If the problem is software-related, the Managed Network Services Operations (“MNSO”)
engineering staff will remotely bring the Managed Device back to operational condition. If the
problem is hardware-related, MNSO will dispatch a Verizon field technician or a contracted thirdPage 10 of 24
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party to repair/replace the Managed Device. Management of Managed Devices includes
management of applicable software licenses that may be configured on Managed Devices. If
Customer originally obtained its Managed Device and maintenance through Verizon or has
provided an LOA for Managed Devices or maintenance from third parties, Verizon will dispatch a
Verizon field technician or a contracted third-party. If Customer provides the CPE and
maintenance, Customer will be notified directly.
8. Implementation Options. Depending on availability, the following implementation options may be utilized for
Managed WAN.
8.1
Managed Implementation. Managed Implementation brings a new Customer Network online and under
Verizon management. Managed Implementation begins after Customer’s requirements have been
gathered and the design activities have been completed. Verizon provides support for the planning,
system engineering and overall project management of a new Customer Network including without
limitation:
 collection of system, application and end-user requirements;
 creation of the overall project plan including system design and equipment configuration;
 implementation of the overall project plan; and,
 Customer Site installation and acceptance.
 Verizon will provide Managed Implementation on a per-project basis in accordance with a separate
SOR that contains appropriate terms and conditions agreed to by Customer and Verizon.
8.2
Managed Take-Over. Where Managed Take-Over is available, if selected, Verizon will review, optimize
or take over management of Customer’s existing network in two steps - due diligence and impact
assessment.
8.2.1 Due Diligence. Due diligence involves collecting and analyzing the logical and physical
characteristics for Customer’s existing network, as well as its related equipment or assets. All
network data must be provided by Customer, including, but not limited to, Customer interviews,
Customer-provided network diagrams, and Customer Site-specific information. Upon Customer
request, due diligence may include Network Discovery, as defined below.
8.2.2 Impact Assessment. The SOR is produced by Verizon in cooperation with Customer. The SOR
i) provides the inventory of Customer’s current network; ii) identifies any physical / logical
activities required to bring the network under management by Verizon, and iii) identifies any
associated costs to Customer to upgrade the network necessary to bring the network under
management. Verizon provides Managed Take-Over on a per-project basis in accordance with a
SOR that contains appropriate terms and conditions agreed by Customer and Verizon.
8.3
Network Discovery. At Customer’s request and upon Verizon’s acceptance, Verizon will undertake
“Network Discovery” of Customer’s CPE. Network Discovery here means that Verizon will run CPEdiscovery software on Customer’s network to collect information about the CPE connected to that
network, including without limitation, its manufacturer, age, current software, configuration, and similar
information. Customer will provide Verizon with the information needed to determine the proper scope of
the Network Discovery. Customer is responsible for providing Verizon with accurate information about
that scope and represents that it has all necessary authority to have Verizon undertake the Network
Discovery requested under these terms. Please note that Network Discovery is apart from the actual
Managed WAN Services and therefore is not included within the Managed WAN SLA.
9. OOB Access. OOB access, whether wireless CDMA or GSM/GPRS (where available) (“Wireless OOB”) or PSTN
access (“Analog OOB,” collectively Wireless OOB and Analog OOB is referred to herein as “OOB Access”), is
required for Managed WAN Services Full and Managed WAN Services Physical. In order to ensure installation of
the Managed Devices proceeds as planned, Verizon requires details of the analog line a minimum of 14 days prior
to the installation of the Managed Devices. Managed WAN OOB Access is in addition to any local area network
OOB access.
9.1
OOB Requirements. Unless using Wireless OOB, otherwise directed by Verizon, or as otherwise
provided herein, Customer must provide and install at its cost either a dedicated, directly connected
analog telephone connection (i.e. not through Customer’s PBX) that is enabled for applicable domestic or
international connections or indirect cable access for use by each Analog OOB modem for
troubleshooting each circuit that is part of the Managed WAN Services Full or Managed WAN Services
Physical service. The analog telephone connection must maintain a minimum 9600 bits per second
connection rate for any Customer Site level SLAs to apply. Where Customer provides a PSTN line,
Customer shall install an analog phone jack within 1.5 meters of each Managed Device location and will
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maintain OOB Access in good working condition at all times during the Service Commitment. If OOB
Access is disconnected or not operational, this will void any Managed WAN service commitment provided
by Verizon. The MRC or NRC does not include any rental or usage charges related to the Analog OOB
and these charges are payable by Customer directly to the analog line provider. Customer acknowledges
that OOB Access shall not be used for any purpose other than for Managed Device OOB management by
Verizon and Customer is responsible for all charges related to OOB Access that is not such OOB
management.
9.2
Wireless OOB. Where available, and at Verizon’s sole discretion, Customer may order a Wireless OOB
from Verizon for approved Managed Devices. Where Customer has provided the Wireless OOB
equipment, Customer shall ensure that the Wireless OOB provided on the SIM card will be M2M
("Machine-to-Machine") data only (no voice) and CSD ("Carrier Service Data") and that the PIN code of
the SIM card will be removed. The MRC and NRC for Wireless OOB is separate from the MRC and NRC
for Managed WAN.
9.3
Backup Wireless. Where available, and at Verizon’s sole discretion, Verizon will provide backup support
using the Customer’s Wireless OOB described above for both OOB and backup purposes. Console
access to Customer’s Managed Devices is available if Customer orders an external device and uses
private wireless data services. To obtain such console access, Customer must select the “WAN Backup”
feature option described below if a separate Managed Device is used for both Backup Wireless and OOB.
Backup Wireless may require additional hardware to be purchased by Customer.
10. Features and Options. The following features and options are offered with Managed WAN, depending upon
availability:
10.1
Changing Levels of Service. Customer can request a change to the Managed WAN level (i.e. Monitor
and Notify, Physical, Full) for a Managed Device, a group of Managed Devices, or the Customer Network
with a new Contract (via a Change Order).
10.2
Optional Reporting. Please Note: Effective April 12, 2014, the terms set out here relating to WAN
Analysis Reporting do not apply to contracts adding Managed WAN for the first time. Customers
contracting for Managed WAN on or after April 12, 2014 will contract separately for WAN Analysis
Reporting. In addition to Standard Reporting, Customer may order certain additional reporting
capabilities. Optional Reports are created per the default report schedule (e.g. monthly reports are
available for calendar month time periods). Customer may request ad-hoc reporting on a different
schedule from time to time at its additional cost. Verizon will verify that the Customer Network is capable
of providing the ordered Optional Reporting option prior to delivery of such option. Any remediation
required to provide Optional Reporting will be at Customer’s expense.
10.2.1 WAN Analysis Reporting. WAN Analysis Reporting provides the following additional reporting
functions using the same CPE as Standard Reporting.
10.2.1.1 Enhanced Traffic Management (“ETM”) Reporting. WAN Analysis ETM Reporting
provides three additional types of scheduled device reports:

CE Response Path Reports: Allows reports of information such as latency for
up to ten response paths per Managed Device.

CE Quality of Service (“QoS”) Performance: Reports quality and performance
of each differentiated services code point (i.e. DSCP) class-of-service (“CoS”)
on Managed Devices; and adds integrated QoS device support providing a
consolidated view of all QoS on Managed Devices. Reports available to be
generated by Customer include: At-a-Glance (quick view), Top-N (network-wide
analysis), and Trend (detailed statistical) reports with provider edge (“PE”)
elements.

CE Network Protocol Performance: Allows Customer to define and monitor 20
Customer Network protocols and provides a report detailing the traffic volume
for each of the selected protocols on the Customer Network.
10.2.1.2 Enhanced Traffic Management Select (“ETM Select”) Reporting

WAN Analysis ETM Select Reporting includes all the features and reports of
ETM Reporting in addition to near real-time end user CE performance
exceptions and alarms through “Live Exceptions,” near real-time trending
capabilities through “Live Trend,” and CE network status maps using “Live
Status.”

Customers may access scheduled and on-demand reports designed to help
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10.3
Customer with capacity analysis and reporting on its network infrastructure.
Statistics provided include, but are not limited to, CE CPU, memory and
Interface utilization, Interface errors, and QoS statistics by individual CoS
queue. For devices with Cisco IOS Customer can obtain reports on Cisco IP
SLA response paths and recognized applications using Network Based
Application Recognition (“NBAR”). Customer is further able to project a visual
representation of its network with performance exceptions and performance
related faults. Customer can also set up email notification for its users to be
notified by email when certain exceptions occur on the network.
10.2.1.3 ETM Select with Netflow Reporting. ETM Select reporting offers an optional
configuration of traffic monitoring across an IP network known as “netflow.” Netflow
reports identify performance problems by viewing which applications and hosts are
consuming the most bandwidth, measuring enterprise-wide WAN utilization and
identifying the applications, hosts, and conversations consuming bandwidth. In order to
select the additional netflow reporting, Verizon requires Customer to activate this
feature on one interface per CE device. Verizon will be responsible for configuring
Customer’s CE device with IP flow configuration, in order to receive netflow reports.
Standard CE configuration Charges will be applied to modify the CE to support netflow
reporting. Only CE devices with IP flow configuration will receive netflow reporting.
Customer must designate a netflow Customer Product Administrator (“NCPA”), together
with relevant contact details including email address. The Customer NCPA will control
who has access to the Customer’s netflow data. Customer will be responsible for
notifying Verizon of NCPA changes.
10.2.2 Threshold Proactive Performance Monitoring (“PPM”). PPM provides analysis of Managed
WAN performance against Verizon-predefined thresholds for standard performance.
Performance-related threshold alerts from the Customer Network result in automatic trouble ticket
generation to Verizon. No additional graphical reports are provided.
10.2.3 PE Statistics Reporting. PE Statistics Reporting provides performance information from the PIP
network. PE Statistics Reporting data is polled nightly so data to the Customer Portal will be
delayed approximately 24-48 hours. PE Statistics Reporting also provides performance data
between probes collocated with PE devices across the PIP network (PE – PE Response Path).
At-a-Glance, Top-N, and Trend reports are available on PE elements.
Third Party Transport Service. Verizon monitors and manages Customer’s 3rd Party Transport circuit
from its NOC and informs Customer of the existence of any outages or problems with the 3rd Party
Transport circuit. Subject to the clause below titled “Availability,” 3rd Party Transport is available to
Customers with at least two managed Customer Sites on the Verizon Facilities.
10.3.1 Customer Obligations. Customer must provide and pay for dedicated multiprotocol label
switching (“MPLS”), Frame Relay, ATM, Internet, or private line connection through a 3rd Party
Transport service provider (“3rd party provider”) (collectively, “Third Party Transport”) in order to
enable Verizon to manage the Third Party Transport. Customer is responsible for the installation
of all transport (including but not limited to the telephone line access circuit for the dedicated
access connection, i.e. local access). Customer shall ensure that the 3rd party provider executes
an LOA to allow Verizon to manage the Customer Network. Customer will cooperate with
Verizon’s reasonable instructions and provide information as necessary for Verizon’s remote
management and troubleshooting functionality, either in band or OOB. Customer is responsible
for all costs, expenses, fees, etc. (collectively “costs”) related to 3rd party providers, including
costs related to actions directed or recommended by Verizon, either directly to the 3rd party
provider pursuant to the LOA or otherwise through Customer.
10.3.2 CPE and Management. Customer can choose to provide its own WAN CPE for the Third Party
Transport site or, for Mainland US sites, Verizon can provide CPE under a separate service
attachment or agreement. In either case, Customer will provide Verizon with such access to CPE
and such assistance as Verizon reasonably requires to provide monitoring and/or management of
Third Party Transport. Except when provided by Verizon, Customer is responsible for the
installation of the CPE. If required, Customer will facilitate the execution of an LOA allowing
Verizon to work with any third party CPE maintenance providers. Customer is responsible for all
costs related to third party maintenance providers, including costs related to actions directed or
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10.4
recommended by Verizon, either directly to the third party CPE maintenance provider pursuant to
the LOA or otherwise through Customer.
10.3.3 Availability. Third Party Transport Service is not available in all international locations. At
Customer’s request, Verizon will provide Customer with information on the international locations
where Third Party Transport Service may be available.
Managed Device Enhanced Features. Verizon provides configuration, implementation, administration,
monitoring, support, and reporting (if applicable) for the Managed Device features selected by Customer
at install or from time to time as part of Managed WAN (at the Full level of service only). Unless otherwise
noted, the features are provided as an embedded operating service feature. The selected feature is
operational upon the Verizon NOC acceptance of the Managed Device feature for management. Verizon
will provide relevant software patches and upgrades as provided by the Managed Device manufacturer
from time to time for installation during a scheduled maintenance period. Managed Device features are
available for an additional charge per month per Managed Device, and may only be available for certain
Managed Devices as determined by Verizon or may require custom support from Verizon. Certain
Managed Device features may only be available solely for Router Management, SD WAN Management,
or Virtual Host Management.
10.4.1 Firewall Feature. Firewall is a Managed Device based firewall service that establishes Verizon
managed firewall policies on the Managed Device. Verizon manages Customer-selectable
“zones” (e.g. external or untrusted, internal or trusted, DMZ), firewall policies, and firewall rule
sets between all zones.
10.4.2 Content Filtering Feature. Content Filtering is a Managed Device based service that allows
Customer to control web-based content accessed by end users. Content filtering feature is used
with a Customer-provided and managed Websense server or configured to select up to 25 URL
filters (List-based Filtering), or both. Verizon configures content filtering to interface with
Customer’s Websense server based on information provided by Customer. If List-based Filtering
is used, it will be activated when (i) the connection to the Customer-managed Websense server
fails, or (ii) Customer does not have a Websense server. Customer may request modifications to
URL filter list on the Managed Device via the Standard Change Management process.
10.4.3 Switching Feature. This feature is only available as a LAN module on a Managed Device. The
LAN module provides for additional LAN ports (standard or with power over Ethernet, (“PoE”)).
Verizon monitors the LAN module generally, but not individual ports on the LAN module.
Customer may request modifications to LAN configurations via the Standard Change
Management process.
10.4.4 Intrusion Prevention Feature. Intrusion Prevention is a Managed Device based service that
detects, alerts, and in some cases blocks attacks (intrusions) on the Customer Network. Verizon
configures standard intrusion prevention signature files provided by the Managed Device
manufacturer. All Managed Devices configured with the intrusion prevention feature will contain
the same signature file. The Intrusion Prevention signature file is configured with default actions
for each signature to either: (i) block the attack and drop the traffic, (ii) block the attack and reset
the connection, (iii) generate an alarm, or (iv) perform a combination of the above listed actions as
determined by Verizon. Upon request from Customer, alarms generated by the intrusion
prevention feature can also be routed to Customer-owned syslog server(s). Verizon uploads new
signature files to the Managed Device as new signature files are released by the Managed Device
manufacturer from time to time.
10.4.5 Encryption Feature. This feature is available as a software feature on Managed Devices
approved by Verizon. Verizon will configure, implement, and support this feature to provide for
additional Managed Device functionality. The Managed Device will be configured to encrypt
Customer data traffic between any or all Managed Devices. The Managed Device to be
configured will be supported on Verizon PIP only. Customer acknowledges that at least two
additional Managed Devices (with Managed WAN Full management level) will be required in the
Customer Network to act as “key servers” for the purposes of maintaining encryption keys for all
Managed Devices configured for encryption. Customer agrees to pay the applicable charges for
the included encryption feature for those Managed Devices. Customer acknowledges that under
certain circumstances encryption of the traffic can fail and prevent communication to and from
that Managed Device; under those circumstances Customer must notify Verizon of the failure.
10.4.6 Managed WAN Support for Dynamic Bandwidth Feature. The Verizon PIP dynamic
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bandwidth feature is supported in one of three ways depending on Customer’s Managed Devices
and Managed WAN service level.
10.4.6.1 Fully Automated Support. Fully automated dynamic bandwidth support is available
for the Full management level only. When Customer places an order in the Verizon PIP
dynamic bandwidth portal, changes to the PE router and CE router are automatically
made by Verizon in near real time. Limitations for fully automated support:

Multiple Verizon PIP circuits to the same CE router cannot be supported.

Multi-VRF (also known as VRF-Lite) cannot be supported.
10.4.6.2 Semi-automated Support. Semi-automated dynamic bandwidth support is available
for the Full management level only. When Customer places an order in the Verizon PIP
dynamic bandwidth portal, changes to the CE router are manually made by Verizon
with concurrent changes to the PE router. Verizon’s objective for completion of the CE
changes is 72 hours from Customer’s placement of the order. Limitations for semiautomated support:

Only one change per day per CE router is permitted.

Not more than 4 changes per month per CE router are permitted.

Not more than 5 changes per United States Business Day per Customer Network
are permitted.

Changes can only be submitted Sunday 12:01 PM Eastern United States time
through Friday 5:00 PM Eastern United States time.

The dynamic bandwidth schedule change feature is not available.

The Verizon PIP add or remove enhanced traffic management (“ETM”) feature is
not available.
10.4.6.3 Support for Monitor and Notify and Physical Managed WAN Service Levels.
When Customer places an order in the Verizon PIP dynamic bandwidth portal, changes
to the PE router are automatically made by Verizon in near real time. Customer is
responsible to make related changes to the CE router.
10.4.7 WAN Acceleration Feature. This feature is available as a module on a Managed Device that
provides for optimization of traffic using compression, caching protocol optimization. This feature
requires that other Customer Sites in the Customer Network must have compatible application
optimization CPE. Customer may request modifications to configurations via the Standard
Change Management process.
10.4.8 Wireless LAN Controller Management Features. This feature is available as a module that
provides for Wireless LAN Controller management capabilities. This feature requires that other
customer sites in the Customer Network must have compatible access point CPE. Customer may
request modifications to WLAN configurations via the Standard Change Management process.
10.4.9 VoIP Features including Voice Gateway and Multi-Service IP-to-IP Gateway. These features
are available as Managed Device modules that provides for VoIP gateway functionality.
Management of VoIP CPE Elements will be at the same level as the related Managed Device
under Managed WAN Service. Verizon will monitor and manage certain router-based VoIP
functions (including voice gateway functions) pursuant to the Managed WAN Service CDD that
includes Managed VoIP Services. Verizon will not manage or monitor VoIP Service devices (e.g.
phones). Customer may request modifications to VoIP configurations via the Standard Change
Management process.
10.4.10 Customer Responsibilities. In addition to the responsibilities outlined as part of the Managed
WAN product, Customer will do the following for VoIP Services:
10.4.11 Managed WAN Services. Customer is responsible for requesting configuration of its Managed
VoIP Services consistent with its preferences and confirming that Managed VoIP Services,
including any optional features, is configured in accordance with Customer’s preferences after
activation of the Managed VoIP Services.
10.4.12 VoIP Services. Certain Customer roles and responsibilities for its Verizon VoIP Service may be
affected by Managed VoIP Services. Verizon will work with Customer to address such effects.
Verizon will address effects to third party VoIP Service in a commercially reasonable manner.
Additionally, Customer must arrange for the purchase and installation of any PSTN lines for its
Verizon or third party VoIP Service design.
10.4.12.1 Feature Changes. Making feature changes at the user or administrator level (e.g.
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10.5
10.6
setting up call forwarding for a phone or establishing an auto-attendant) through the
Verizon Enterprise Center web portal.
10.4.12.2 IP Phone and PBX Changes. Making IP phone and IP PBX configuration changes
(unless Customer is subscribed to Verizon Managed IP PBX Service as described in
Customer’s agreement for such service). Such changes are not provided pursuant to
Managed VoIP Services.
10.4.12.3 Server Support. Implementation and maintenance of a server (e.g. for Cisco, a TFTP
[trivial file transfer protocol] server) for IP phone configuration support.
10.4.13 Application Aware Routing (“AAR”). This feature is available on select Cisco devices and
works only between Cisco devices. AAR allows for a highly flexible utilization of all network
capacity attached to a network site. With AAR, Customer will establish policies that classify its
traffic into categories to the granularity of applications, and define minimal requirements for loss,
delay, and jitter per traffic class. If network conditions change and Customer-established network
traffic policies are violated, AAR dynamically rearranges how application traffic is distributed
across the available traffic paths in the background.
10.4.14 Deep Packet Inspection (DPI). Selection of this feature adds a second Viptela license to the
Viptela device, and allows the customer more granular control over the application flows by the
use of DPI technology.
WAN Backup Feature. For Customer Networks in Verizon-approved countries (the list of which can be
obtained by Customer from its Verizon account team), Customer may select WAN backup such that
failover is provided via alternate access in the event the primary circuit fails (“WAN Backup”). WAN
Backup is available for PIP and Internet primary transport. Verizon will configure the Managed Device for
backup based on the type of backup service available and selected by Customer from the following. WAN
Backup is available for an additional charge per month per Managed Device; Managed WAN must be at
the Full Level of service.
10.5.1 VPN Backup. Verizon will configure the Managed Device with an IP SEC tunnel as the backup
path over Verizon-provided Internet access, Verizon or Verizon partner DSL/cable Internet
access, or Verizon provided dedicated Internet access. Customer must purchase broadband
access via a separate Contract. The terms for that access as provided in that separate Contract
will apply. For Verizon-provided wireless access, Customer may obtain a wireless site survey
ordered from and provided by Verizon. Verizon will work to resolve issues related to the wireless
access; however Customer has final responsibility to resolve any issues with wireless service that
have an effect on Managed WAN. Verizon must approve Customer Sites with wireless access in
advance to determine appropriate wireless access CPE. At Customer’s request, Verizon will
provide Customer with information on the international locations where Third Party Transport
Service may be available.
10.5.2 SG Backup. Verizon will configure the Managed Device with an IP SEC tunnel as the backup
path over Verizon-provided Internet access, Verizon or Verizon partner DSL/Cable Internet
access, or Verizon-provided Internet Dedicated Service (access). The IP SEC tunnel will connect
to Customer’s Secure Gateway Universal Port, which Customer must purchase via a separate
contract. Customer must also purchase broadband access via a separate contract. For Verizonprovided wireless access, Customer may also purchase a wireless site survey from Verizon.
Verizon will reasonably cooperate with Customer to resolve issues related to the wireless access;
however, Customer has final responsibility to resolve any issues with wireless service that affect
Managed WAN. Verizon must approve Customer Sites with wireless access in advance to
determine appropriate wireless access CPE. At Customer’s request, Verizon will provide
Customer with information on the international locations where Third Party Transport Service may
be available.
10.5.3 Wireless Backup. Verizon will configure the Managed Device to enable backup access via
Verizon-provided wireless access, which must be purchased by Customer via a separate
contract. Customer may also purchase a wireless site survey from Verizon. Verizon will
reasonably cooperate with Customer to resolve issues related to the wireless access; however
Customer has final responsibility to resolve any issues with wireless service that affect Managed
WAN. Verizon must approve Customer Sites with wireless access in advance to determine
appropriate wireless access CPE.
Network Analysis Service. Where available, the Network Analysis (“NA”) option provides additional
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analysis services as specified below. NA is only available for:

Customers with contracts subject to U.S. law only; and

Customer Networks with 20 or more Managed Devices.
NA is not available:

In Europe and some other international locations. At Customer’s request, Verizon will provide
Customer with information on the availability of international locations.

For Virtual Host Management.
10.6.1 NA Service Provisioning. Upon Customer’s order, Verizon will provide the NA network
performance analysis service for the Customer Network NA provides analysis of performance
trends within a Customer network in the form of a monthly report. NA is provided by a single,
shared NA resource on Business Days between the hours of 8AM-5PM (Eastern United States
time) Monday through Friday. Physical NA deliverables (e.g. analysis reports) vary by Customer
depending upon SNMP capabilities of the Managed Device and the level of Reporting service
subscribed to. Verizon’s target, based on Customer’s Network and implementation complexity, is
to provide the first report 60-90 days from i) Customer’s Network being added to the reporting
application or ii) Customer’s order for NA, whichever occurs later.
10.6.1.1 NA Setup Schedule. The typical implementation schedule for NA is:
Stage 1:
 Verizon will allocate staff to provide NA for Customer.
 Requirements briefings are held with Customer and the Verizon account team for
Customer.
 Verizon and Customer will meet to identify monthly deliverable data and
expectations
 Verizon conduct internal Verizon briefings with operations engineering
organizations to determine what performance issues may be known about the
Customer Network in order to make recommendations to Customer.
Stage 2:
 If Customer requires, alias naming of the database elements is completed for
reporting.
 If Customer requires, implementation of grouping the database elements is
completed for reporting.
 Auditing of data collected to ensure accuracy. Periodic monitoring of the data
collected is provided.
Stage 3: Verizon produces initial monthly network analysis report.
Stage 4: Verizon will continue to produce monthly reports.
10.6.2 NA Service Summary
 Verizon will provide performance analysis for the previous month of usage/network
performance for presentation to Customer each month.
 Verizon will provide written and verbal report of an analysis of the Customer Network via
conference call each month for the previous month that is based, in part on the performance
reports and includes performance, utilization, and analysis of errors occurring in Managed
WAN.
 Verizon will notify Customer and other Verizon resources of Managed WAN performance
anomalies (e.g. latency, WAN link utilization issues, discard and error issues, and CPU
utilization issues).
 Verizon will assist the Verizon design engineers with architecture and capacity planning.
 Verizon will provide quarterly written Customer Network performance reviews and conduct a
conference call to discuss the review.
 Verizon will provide reports in English.
10.6.3 Details of Service. Customer may receive, at its option electronic performance and trending
reports via the Customer Portal for the Customer Network (e.g. Adobe Acrobat .pdf files).
10.6.4 Ad-hoc Analysis. Customer may contact Verizon to request ad-hoc analysis. Ad-hoc analysis
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10.7
requests will be completed as time permits and may affect the completion of NA deliverables. If
more than three Customer-initiated ad-hoc report analysis requests occur in a given month,
additional charges may apply, and Verizon may request that all NA contract deliverables be
delayed for that month.
10.6.5 Monthly Report. Customer will receive one report per month that contains up to 30
performance-affecting incidents within the Customer Network, identified by Customer’s selected
reporting application. Volume statistics for the Customer Network may also be included if
requested by Customer. The incidences may be for a single technology or multiple technologies
such as, but not limited to, the Managed Device and its physical and virtual interfaces. The
monthly report is prepared and delivered as follows:
 The Verizon account team and applicable Verizon operation and engineering personnel
review prior to delivery.
 Verizon issues with the Customer Network that are identified are referred to the appropriate
Verizon organization for resolution.
 The account team delivers the report to Customer.
 The account team will schedule a telephone conference with Customer to present and review
the performance reporting.
10.6.6 Monthly Performance Report Customization. Customer may request that the NA report be
customized as provided in this section. Other requests for report customization will be considered
on a case-by-case basis and must be approved by Verizon and are subject to additional charges
based on Customer’s requirements. NA reporting may be customized as follows:
 Managed Device Alias. Default names for Managed Devices may be aliased to provide
for clarity in Customer’s selected reporting application.
 Grouping Option. Customer may select one of the following grouping options:
 Customer business unit grouping. The Customer Network may be segmented, for
reporting purposes, into logical sections. The sections will be contained in a single
report deliverable with a single conference call schedule.
 Customer regional unit grouping. Like business unit grouping, the Customer Network
may be segmented geographically (e.g. domestic or international, east or west
coast). The sections will be contained in a single report deliverable with a single
conference call schedule.
10.6.7 Quarterly Review. Verizon will review the previous quarter’s reporting with Customer via
conference call, typically during monthly review. Customer may request face to face quarterly
review meetings however such meetings will be at Verizon’s discretion and at Customer’s
expense.
10.6.8 Out-Of-Scope Services. Customer requested additional or expanded functions and scope
beyond those listed in NA (above) will be addressed by Verizon on an individual case basis.
Network Engineering Service. Where available, the Network Engineering (“NE”) option provides
additional reporting and analysis services as specified below. NE is only available for Customer Networks
with 20 or more Managed Devices under the Managed WAN Full Management level; NE is not available
for Virtual Host Management. NE is not available in Europe and some other international locations. At
Customer’s request, Verizon will provide Customer with information on the international locations.
10.7.1 NE Service Provisioning. Upon Customer’s order, Verizon will provide ongoing NE activities
described below for the Customer Network. NE is provided by shared NE resources that provide
ongoing planning and engineering activities to the Customer Network. Verizon will execute
follow-up recommendations, at Customer’s request and expense, related to key areas of
Customer Network operation. NE is only available during Business Days between the hours of
8AM-5PM (local time) Monday through Friday. Physical Customer Network changes requested
by Customer and performed by Verizon (e.g. OCM changes) will result in related charges to
Customer. NE charges only cover the required engineering services defined below. Verizon
reserves the right to charge, at Verizon’s then current labor hourly rate, for NE service that
exceeds 0.25 full time equivalent (“FTE”) hours for every 75 Managed Devices (e.g. 2 FTE hours
per Business Day for every 75 Managed Devices). The NE provides the following functions:
10.7.1.1 Design Planning
 Verizon reviews the Customer Network reports based on Customer’s selected
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reporting application. Based on this review, Verizon will review with Customer
certain information, for example i) the performance of the Customer Network, ii)
recommended scalability options, iii) logical addressing, iv) redundancy, and v)
logical and physical capacity of the Customer Network.
 Verizon will review Verizon performance reports provided as part of Customer’s
Managed WAN and make design or configuration recommendations that may be
performed by Verizon at Customer’s expense.
 Strategic Planning and Design.
 Verizon will be a technical advisor to Customer for the Customer Network and
Customer will request any changes to the Customer Network via OCM.
 Upon Customer’s request, Verizon will assess the current Managed Devices and
evaluate the benefit and compatibility of new software or hardware releases
consistent with Customer’s current architecture.
 Verizon will plan and recommend end-of-life remediation for Managed Devices.
 As part of Change Management activities, Verizon will review Customer Network
design architecture against Customer’s on-going network requirements.
 Verizon will evaluate new technology changes and recommend technology
upgrades for Managed Devices. Recommendations and evaluations are limited to
features and services Customer requires. Any additional or changed hardware or
software recommended are at an additional cost.
10.7.1.2 Support Services. NE provides additional support by coordinating with Verizon
internal resources.
 Verizon will work on issues for Managed Devices related to operating system
vulnerability checks, including operating system upgrades to eliminate known
vulnerabilities.
 Verizon will provide engineering and technical support for the Managed Devices for
problem resolution of design related issues identified by Verizon engineers or
Managed Device vendor's technical support.
10.7.1.3 Network Documentation Maintenance. Verizon will update the data network as-built
documentation and CDD consistent with major in-scope adds/moves/changes to the
Customer Network. Customer Network diagrams can be provided by Verizon for an
additional charge.
10.7.1.4 Network Change Management Support
 Verizon will attend Customer Change Management technical meetings via
conference call.
 Verizon will design and implement changes on Managed Devices based on
Customer request and requirements and recommends design changes to correct a
Customer Network fault or problem. Such changes will be at Customer’s cost.
 Verizon will work with Customer to define requirements, design, document, and
work with Verizon operations to implement changes on Managed Devices only.
Verizon operations perform the Change Management activities and NE performs
billable OCM and design-impacting Managed Device changes.
 The number of changes supported annually includes up to one half logical OCM
change per Managed Device (e.g. a fifty-device network assumes twenty-five
logical changes per year are supported). Additional changes can be supported for
an additional OCM cost.
10.7.2 Out-Of-Scope Services. Additional or expanded functions and scope beyond NE services may
be addressed as a custom service or by other Verizon services. Out-of-scope functions include,
but are not limited to:
10.7.2.1 Support for Managed Devices with more than a single routing table per device such as
multi-VRF (virtual routing and forwarding) configured routers.
10.7.2.2 Support for modules in a Managed Device such as:
 Advanced Integration and Security Modules
 Application Content or Acceleration
 Applications such as IP Call Center Express
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











Content delivery
Content Engine
Dial-up or Remote access
Encryption
Firewall
Intrusion Detection Sensors (“IDS”)
Internetwork Operation System (“IOS”) or Operating System (“OS”) upgrades
Network Analysis and Monitoring
Voice and voice capabilities, including Voice cards
Voice Mail
Wireless LAN
Individual reporting or analysis of every managed network element or Managed
Device
 Support for greater than five OCM changes per week.
11. Customer Responsibilities. In addition to Customer responsibilities described above, Customer is responsible
for the following:
11.1
Information and Access Requests. Upon request, Customer must provide information to Verizon, its
subcontractors or its designated point of contact (“Verizon or its Designees”) that is reasonably necessary
or useful for Verizon to perform its obligations. In addition, upon request Customer will provide Verizon or
its Designees with access to Customer facilities, installation sites, and equipment as reasonably
necessary or useful for Verizon to perform its obligations hereunder.
11.2
Colocation. To the extent a Managed Device is co-located within a Verizon Facility, Customer will, by
ordering Managed WAN, automatically authorize full access by Verizon or its Designees to the cabinet
and the Managed Device. This authorization will remain in effect for the duration of Verizon’s provision of
Managed WAN. Failure of Customer to permit such access at any time during the duration of Verizon’s
provision of Managed WAN will discharge Verizon from its obligations under Managed WAN.
11.3
Building Space. Customer must provide adequate building space, circuitry, facility wiring, temperature,
humidity, and power to comply with the standards established by the manufacturer of the CPE for proper
installation and operation of the Managed Devices. Customer shall, at its own expense, take all
reasonable physical and information systems security measures necessary to protect all equipment,
software, data and systems located on the Customer Site or otherwise in Customer’s control and used in
connection with Managed WAN, whether owned by Customer, Verizon, or its Designees.
11.4
IP Addresses. Verizon reserves the right to use secondary IP addressing if Customer is using
unregistered IP address space. If Customer will not allow secondary IP addressing, Customer must pay
reasonable costs for a dedicated management domain or an IP proxy hardware solution. Additionally,
Verizon reserves the right to use border gateway protocol (“BGP”) routing used to access and monitor the
Customer Network.
11.5
Supported CPE. Only Verizon certified devices are supported under Managed WAN and must have an
approved Verizon configuration as outlined in Customer’s SOR.
11.6
Customer Owned CPE. If Customer already owns the CPE to be managed, Verizon reserves the right to
require an upgrade to the CPE to meet the standards of Verizon to provide Managed WAN.
11.7
CPE Supply. Customer shall be responsible for movement of the CPE from the receiving area to the final
staging location at the Customer Site. Unless otherwise specified in the Contract, Customer shall be
responsible for obtaining, installing, inter-connecting, and maintaining all equipment, software, wiring,
power sources, telephone connections and/or communications services necessary for inter-connection
with the CPE and/or the Customer Network or otherwise for use in conjunction with Managed WAN.
11.8
Software License Obligations – WAN Analysis Reporting. Customer shall comply with all obligations
set forth in any end user software licenses for software provided by Verizon. Customer acknowledges
that it is not relying on any representations or warranties made by a manufacturer except for those
warranties expressly made in a software End User License Agreement (“EULA”) (if applicable to
Customer). .
11.9
Customer Notifications. Customer shall report detected service failures and provide information to the
Verizon Customer Service Center.
11.10 Back Up. Customer is responsible for the adequacy of any duplication or documentation for its electronic
files at all times. Neither Verizon nor its designees are responsible or liable for Customer’s failure to
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duplicate or document files or for data or files lost during the performance of Managed WAN.
Physical Verification of Managed Devices. Upon Verizon’s request, Customer will reboot the Managed
Devices, provide the LED light statuses of the third party telecommunications provider Network
Terminating Unit (“Telco NTU”) where applicable, verify equipment power, verify if all cables are securely
connected, and insert a loopback plug.
11.12 Customer Initiated Site Maintenance. Customer shall notify Verizon via a Customer Maintenance
Change Management Request of any maintenance (powering down the site/managed device/Telco NTU,
resetting equipment, re-cabling, physical equipment move) that may affect the operating status of the
managed devices
11.13 Disconnection of PSTN and Wireless OOB. Upon termination of the Managed WAN Service for
whatever reason, it is the Customer’s responsibility to disconnect the PSTN lines or GSM/ GPRS services
at Customer Sites where Customer has provisioned the PSTN lines or GSM/ GPRS services for OOB
Access, as applicable.
12. Reports. All copies of any reports, recommendations, documentation, Customer Portal printouts, or other
materials in any media form provided to Customer by Verizon is treated as Verizon Confidential Information.
Customer Confidential Information, if embedded in the above, shall continue to be treated as Customer
Confidential Information.
11.11
Part II. Rates and Charges
1. Service Charges. Customer will pay the monthly recurring charges (“MRCs”) and non-recurring charges
(“NRCs”) for Managed WAN + (“Managed WAN”) as specified below and in the applicable Contract. Customer
will pay additional MRCs and NRCs for any equipment management required or for optional services or features
that may be ordered by Customer under the Contract. Managed WAN MRCs are fixed for the Service
Commitment. The charges shown herein are quoted in United States dollars and will be billed in the invoice
currency.
2. Administrative Charges. The following administrative charges are applicable to Managed WAN. Additional
administrative charges (shown as “Ancillary Charges”) are found in the Master Terms.
Administrative Charge
Dispatch Charge
Expedite Fee
After Hours: Installation
Charge Instance
Dispatch/Re-dispatch
Upon Customer Request
Per site
NRC
$300.00
$1,100.00
$600.00
3. SD WAN Licenses. An SD WAN license is required for each Customer device, and the license fee is included in
the SD WAN management fee. Customer must choose the appropriate SD WAN license for each device, based
on bandwidth and features required.
4. Managed Devices. Applicable MRCs and NRCs in the Contract are based on management type and size of
Managed Device, as listed below. Device models not identified here are “nonstandard CPE.” Verizon may
impose different terms for Managed WAN that it provides for nonstandard CPE, or decline to provide Managed
WAN for nonstandard CPE in whole or in part, at its sole discretion. Customer acknowledges that certain device
models may support Router Management and not SD WAN Management, or vice versa.
4.1
Extra Small:
 CISCO ROUTERS: 8XX Series;
 JUNIPER ROUTERS: SRX 1XX
 ADTRAN NETVANTA ROUTER: Special 3201 Model
 DIGI ROUTERS: WR-44
 CradlePoint: MBR1xxx, IBR6xx
 Viptela: vEdge 1xx
4.2
Small:
 CISCO ROUTERS: Series 1XXX, 2XXX, and 43xx Series;
 ADTRAN NETVANTA ROUTERS: Series 1XXX, 2XXX, and 3XXX;
 ADTRAN TOTAL ACCESS (“TA”) ROUTERS: Series 9xx;
 JUNIPER ROUTERS: J23XX and J43XX; SRX 2xx and 3xx Series; NFXxxx
 NORTEL ROUTERS Series 1XXX
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 Viptela: vEdge 1xxx
Medium:
 CISCO ROUTERS: Series 3XXX and 44XX;
 ADTRAN NETVANTA ROUTERS: Series 4XXX and 5XXX;
 JUNIPER ROUTERS: J63XX; SRX 6xx Series
 NORTEL ROUTERS Series 3XXX
 Viptela: vEdge 2xxx
4.4
Large:
 CISCO ROUTERS: Series 7XXX and ASR 1XXX
5. One-Time Management Charges. Optional Change Management (“OCM”) provides additional remote change
management support for Managed WAN for the NRC shown below. Customer can order specific OCM activities
through the Verizon Customer Portal. The Standard Change Management activities shown in the Customer Portal
are included in the MRC of the Managed WAN Service.
4.3
Managed WAN Optional Change Management Charges
Change Instance
Change
(Charged per device unless
noted)
After Hours: Changes
Per request per site
Device OS Change
Change per device
Dial Peer Upgrade/Downgrade
Upgrade/Downgrade
Dynamic Host Configuration Protocol
Add / Modify / Delete
(DHCP) IP Helper
IP Network Address Translation
Add / Modify / Delete
Network Routed Protocol
Add/Delete/Modify
MSO IP Address/Subnet Mask Change
Add/ Delete /Modify
PVC Change
Add/ Delete /Modify
Routing Protocol Changes
Add/ Delete /Modify
Switch VLAN
Add/ Delete /Modify
Traffic Filter Design
Add/ Delete /Modify
Traffic Shaping/Queuing
Add/ Delete /Modify
VPN Tunnel
Add/ Delete /Modify
Enable Support for DPort/ DCAR
Add
Implementation (Modify Existing)
Change per device
Design (Single Feature/Protocol)
Change per device
Design Plus (Multiple Feature/Protocol)
Change per device
NRC
$600.00
$350.00
$350.00
$50.00
$50.00
$50.00
$50.00
$50.00
$50.00
$50.00
$350.00
$350.00
$50.00
$125.00
$50.00
$250.00
$400.00
6. Implementation, Feature, and Optional Charges. Upon Customer’s order, Customer will pay the NRCs and
MRCs, as applicable, shown in the Contract for Optional Reporting, Enhanced Features on Customer Managed
Device (Full Management), Network Analysis (Full Management), Network Engineering (Full Management), and
Wireless Out of Band. Implementation and other feature and option charges are shown below.
6.1
Managed Implementation or Take-Over Charges. Depending upon network readiness, additional
equipment or equipment upgrade may be required. Equipment costs are not included in the NRC shown
in a Contract. CPE may be provided under a separate service attachment. The NRC and MRC shown in
the Contract apply per Managed Device.
6.2
Changing Levels Service. If Customer elects to change their level of Managed WAN Service in
accordance with the clause entitled “Changing Levels of Managed WAN Service,” the NRC and MRC will
be shown in a new Contract.
Part III: Service Terms and Conditions
1. Services Disclaimer. Verizon makes no warrantees, guarantees, or representations, express, or implied that i)
Managed WAN will protect the Customer Network from intrusions, viruses, Trojan horses, worms, time bombs,
cancelbots, or other similar harmful or destructive programming routines; ii) any security threats and vulnerabilities
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2.
3.
4.
5.
will be prevented or detected; or, iii) the performance by Verizon of Managed WAN will render Customer’s
systems invulnerable to security breaches.
Network Discovery. Customer is responsible for providing Verizon with accurate information about proper scope
of the Network Discovery, represents that it has all necessary authority to have Verizon undertake the Network
Discovery requested under these terms, and will indemnify Verizon and its employees, affiliates and agents
against any liability if it does not. Network Discovery is not guaranteed to be comprehensive or error-free.
Network Discovery is provided apart from the actual Managed WAN Service and therefore is not included within
the Managed WAN SLA.
2.1
Verizon reserves the right to stop or withhold from performing Network Discovery, at its sole discretion
including in order to protect Verizon’s or Customer’s personnel, agents, property, facilities, or services.
Customer’s sole remedy for any failure, inadequacy or other problem of Network Discovery is to request
that Verizon re-perform it.
2.2
TO THE FULL EXTENT PERMITTED BY LAW, VERIZON MAKES NO WARRANTIES, EXPRESS OR
IMPLIED, REGARDING NETWORK DISCOVERY.
NE and NA Services Disclaimer. Notwithstanding any Verizon recommendation, referral or introduction in
connection with NE and/or NA (collectively “Recommendations”), Customer is responsible to independently
investigate and test Recommendations including, without limitation, Recommendations related to Verizon or thirdparty products and services. Customer will have sole responsibility for determining suitability for use of any
Recommendations. Subject to the Exclusions clause of the Master Terms, Verizon has no liability with respect to
claims related to or arising from Recommendations including the use of third-party products and services.
ETM Select with Netflow Processing of Data
4.1
Customer acknowledges that Verizon and agents will, by virtue of providing ETM Select with netflow,
come into possession of Customer Data. For the purposes of this Section, Customer Data will include
identifying, traffic, usage, billing, or other data containing personal and/or private information of
Customer’s customers or authorized end users of ETM Select with netflow.
4.2
By contracting for the provision of ETM Select, Customer acknowledges that any processing of Customer
Data occurs exclusively at the direction and discretion of Customer, such direction and discretion
exercised by entry into these terms for receipt of ETM Select. Further details regarding such processing
may be agreed between the Parties.
4.3
Customer warrants that it has obtained and will obtain all legally required consents and permissions from
relevant parties (including data subjects) for the use, processing and transfer of Customer Data as
described in this Section, and will use ETM Select with netflow and Customer Data only as permitted
under applicable law.
4.4
Customer will indemnify Verizon, its Verizon Affiliates (and/or agents, respectively) against any claims of
third parties arising out of Customer not acting in accordance with clause 4.3 above.
4.5
Nothing in this Section is intended to restrict the rights and obligations of Verizon and Customer in respect
of Customer Data as defined and as set out elsewhere in these terms or the Contract.
Restriction on Encryption Functionality in India
5.1
Monitoring. Customer understands that the Government of India monitors telecommunications traffic
terminating into and originating from India for national security reasons.
5.2
Encryption. In accordance with i) Verizon’s operating license in India and ii) the statutory guidelines
which govern the provision of the service by Verizon in India, Customer is not allowed to employ more
than the then current prescribed/approved level of encryption on any CPE or other equipment which is
directly or indirectly connected to the Verizon network in India. Customer agrees that it will not, and will
ensure that any entity which it has responsibility for, operates under its control or at its instruction will not,
employ more than the then current prescribed/approved level of encryption on any CPE or other
equipment which is directly or indirectly connected to the Verizon network in India unless the requirements
of the Approvals clause below are satisfied. Verizon will advise Customer of the then current
prescribed/approved level of encryption on request.
5.3
Approvals. If Customer has specific requirements that require the employment of encryption on CPE or
other equipment to be connected directly or indirectly to the Verizon network in India beyond the then
current prescribed/approved levels of encryption, Customer must seek prior evaluation by and obtain prior
approval of the Indian Department of Telecommunications or other Indian governmental authority or
officer specially designated for the purpose and Customer is solely responsible for obtaining such
approval. Upon receiving the required approvals Customer shall provide a copy of such approvals to
Verizon prior to connecting the CPE or other equipment employing the encryption to the Verizon network.
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5.4
Indemnity. Customer hereby indemnifies and holds harmless Verizon, from and against any claims,
suits, judgments, settlements, losses, damages, expenses (including reasonable attorneys’ fees and
expenses), and costs (including allocable costs of in-house counsel) asserted against or incurred by
Verizon arising out of a failure by Customer to comply with the restrictions described in this clause or as
otherwise imposed by the licenses or statutory guidelines from time to time.
6. Inconsistencies. With respect to Managed WAN provisions explicitly applicable only to specific countries or
regions, in case of any inconsistency between those provisions and the provisions of these terms that apply to all
locations, the applicable country or region-specific provision(s) will take precedence, prevail and apply.
7. ISDN Lines. With respect to the required dedicated ISDN lines, Customer is responsible Verizon for any call
charges incurred for purposes other than back up during a Managed WAN outage. With respect to lines required
under that section for OOB management, Customer is responsible for any call charges incurred for purposes other
than OOB management by Verizon.
Part IV: Service Level Agreement (“SLA”)
1. The SLA for Managed WAN may be found at the following URLs:

please click Managed WAN Service Level Agreement for U.S. Services.

please click Managed WAN Service Level Agreement for non-U.S. Services
2. The SLA for WAN Analysis may be found at the following URLs:

please click WAN Analysis Reporting Service Level Agreement for U.S. Services

please click WAN Analysis Reporting Service Level Agreement for non-U.S. Services
Part V: Definitions
The following definitions apply to Managed WAN in addition to any other definitions that are available in the Contract
or these terms:
1. After Hours: Outside of Business Hours.
2. Business Hours: The hours between 9.00am and 5.00pm on a Business Day in the time zone of Customer’s
premises.
3. Customer Network: A collection of Managed Devices and the network they are connected to.
4. Dispatch: A Customer service request that results in Verizon going on to, or attempting to go on to, a Customer
Site.
5. Expedite: A Contract that is processed, at the request of the Customer, with the objective of installing or
changing the service in a time period shorter than the Verizon's standard installation time period for that service,
whether or not the installation or change is completed in that time period.
6. ISDN Dial Backup (“DBU”): DBU is a dial-around to the cloud service that offers up to 2048k ISDN backup for
secondary access to the Customer Network in the event of a primary failure.
7. Managed Device: Items of CPE that have been designated as supported by Managed WAN.
8. Management Information Base (“MIB”): A database of information stored by SNMP-compliant CPE.
9. Permanent Virtual Circuit (“PVC”): A logical Customer-dedicated communications path defined between two
port connections.
10. SNMP: A SNMP community string is a password that allows access to CPE MIB statistics.
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VERIZON CONFIDENTIAL
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