an adtran white paper best practices in vendor …...lem may be sporadic, further complicating the...
TRANSCRIPT
Best Practices in Vendor and Network Equipment Selection
An ADTRAN White Paper
®®
4 ExecutiveSummary
4 WhyAreProductsinthe NetworkImportant?
Hard Costs
Soft Costs
5 WhyAreStandardizeona NetworkProduct?
5 WhatAretheSelectionCriteria?
Product Capabilities
Vendor Capabilities
Vendor Business Practices
7 WhyADTRAN?
ADTRAN's Network Products
ADTRAN's N-Command MSP Server
9 ADTRANBusinessPractice
ADTRAN's Business Profile
Award-winning Partner Program
ADTRAN's Technical Support
Table of Contents
• Best Practice Guidelines for Offering a Managed Router Service��
ExecutiveSummary
FortheManagedServiceProvider(MSP),the
selectionofthevendorisequallyasimportantas
theselectionoftheproduct.This is particularly valid
when choosing networking equipment for a customer.
While the majority of the MSP’s monthly recurring
revenue may be based on desktop and server manage-
ment services, some of the highest costs associated
with servicing a customer are often due to network
problems and the need for a truck roll. While product
capabilities and reliability are key considerations in
product selection, product costs and the costs com-
monly associated with a vendor relationship should
also be factored into the selection decision.
The success of the MSP depends on being able
to deliver reliable operation and management to the
customer at minimal cost. Accordingly, the costs asso-
ciated with the network, which is the infrastructure
present at all customer sites, are made up of hard costs
and soft costs. These costs typically include:
The decision of which network vendor to use
extends well beyond simply identifying product capa-
bilities offered, but should also factor in all hard and
soft costs, including those related to cost-effectively
maintaining network equipment. It is critical to select
a vendor who understands the MSP’s business and
its value to customers, as well as select one that will
become a partner in the MSP’s success.
Whyareproductsinthe
networkimportant?
Whilemanagingthenetworkproductsmaynotbe
themainrevenuestreamfortheMSP,itcanbecome
themaincostdriver.Consider that all data and,
increasingly, more voice traffic are traversing the net-
work. If a business is using the Internet, has e-mail, is
performing database transactions or is even making
phones calls, then the reliability of the network is crit-
ical. Network equipment must do its job consistently
and relentlessly, or all else fails.
In essence, the network forms the backbone of
even the smallest business and, just like humans,
when it has a problem everything suffers.
Unfortunately, it can be the most difficult to
troubleshoot because many components share the
same “paths.” A problem systemic to one path, while
affecting other paths, is not easily identified. As an
example, a customer may be unable to reach the
Internet. The problem may be an issue on either the
internal LAN or the external WAN. The problem
is compounded when the network design does not
properly consider Quality of Service (QoS) require-
ments. In turn, it may cause problems that don’t
manifest themselves until a specific combination of
application demands exposes it. Even then, the prob-
lem may be sporadic, further complicating the ability
to diagnose.
®
Best Practices in Vendor andNetwork Equipment Selection
Hard Costs Considerations
Hardware Costs May be borne by thecustomer, or may already be sunk costs
Support Costs What does it cost to have ac-cess to on going tech support
Training Costs What training is available and what does it cost
Installation Costs Does the vendor offer installa-tion support; what is the cost
Soft Costs Considerations
Cost of Knowledge Is vendor knowledgeable about applications andtechnical support
Value Add Cost Can (and will) vendor offer knowledge/support for other areas, such as service offer-ings which can reduce the MSP’s operating costs
Competitive Cost Does vendor compete with the MSP for services/customers
®
�An ADTRAN White Paper •
Whystandardizeona
networkproduct?
SupplyingmanagedservicestoSMBsresultsin
havingagrowingnumberofindependent
customers,eachcreatingdemandontheMSP’s
limitedresources.Typically, in each customer loca-
tion the router/firewall will be the public Internet
interface, and, as a result, requires periodic updates or
configuration changes. The effort required to manage
the network is exponentially increased by the number
of different device types involved. The possibility of
errors, any one of which may prove disastrous to the
MSP’s customer, also increases dramatically with the
additional devices.
These same issues apply to the network switches,
especially as customer infrastructure changes (e.g.
addition of VoIP). However, having a common switch
topology and capability makes changes easier and
eliminates errors that could affect the customer’s
quality of experience.
Using standardized network equipment permits the
common use of any device management software that
supports configuration backup, bulk configuration
change (necessary firewall changes), or bulk firmware
updates. Using common management software can
reduce costs and eliminate errors – all of which are
costly to the MSP’s relationship with the customer.
Whataretheselectioncriteria
forchoosingastandardized
networkproduct?
Aspreviouslydiscussed,whenstandardizinga
networkforacustomer,itisimportanttoevaluate
boththeproductandthevendorsupportingthe
product. As part of the selection process, the MSP
should consider the following:
ProductCapabilities
1. Basicfunctionality: Does the product properly
fit the customer’s need? Does it have sufficient
capabilities without being overkill, which can
result in unnecessary expense? Using an inte-
grated product with full routing and switching
functionality can save time and money both in
installation and on-going management.
2. Manageability: Are the network products
manageable? Do they offer sufficient SNMP
management? Can they be supported by man-
aged service platforms? Can they be upgraded
and backed up remotely?
3. WANinterface:What WAN interfaces can
the router support? If the customer decides to
change the WAN access, will this require the
router to be changed also?
4. Firewall: Is the firewall adequate to protect the
network? Is there a robust stateful inspection
firewall built into the router or will an external
firewall be needed? Firewall management will
often be a part of the managed service contract
and can be expensive to do. Is the firewall readily
supported? Does it include an intuitive Graphical
User Interface (GUI) for management?
5. VPN: Does the customer require a Virtual
Private Network (VPN) connection to another
site, and does the router include VPN? Is VPN an
added cost item? Is VPN encryption supported
in hardware or done in software? If it is software
encryption, it can place high demand on
CPU performance.
6. VoIPSupport: Is the client using or considering
Voice over IP (VoIP)? If so, network elements
that support VoIP should be chosen to avoid
issues for the customer. Is VoIP traffic recognized
by the switches and routers? Is there adequate
support for QoS with VoIP? Do the switches offer
Power over Ethernet (PoE) based on the IEEE
802.3af standard?
7. VoIPqualityMeasurement: Does the router offer
VoIP quality performance measurements? These
measurements, normally quantified as Mean
Opinion Scores (MOS), can identify if there are
call quality issues and help to quickly identify any
problem source. Are the measurements readily
viewed in a GUI?
8. TrafficAnalysis: Do the network devices identify
and capture network traffic? This information
can be extremely valuable in determining the
cause of network issues. Is this presented in an
easy-to-use GUI?
9. WebsiteID/Filter: If the customer would like
website filtering, does the router operate with a
Web filtering service? Does the router support
inherent URL identification and filtering for a
lower cost solution?
10.Reliability: Does the product have a reputation
for being reliable? Hardware failure can be very
expensive. This expense stems from the cost
associated with repair. The “costly” impact on
the customer and the MSP-customer relationship
should also be factored into the equation.
VendorCapabilities
1. PostSalesSupport: This is perhaps the most
important capability the vendor can offer to
enhance the MSP’s ability to deliver quality man-
aged service at the least cost. Does the vendor
charge for continuing post sales support? Are the
vendor’s support personnel degreed engineers?
Do they have network training? Where is the
support team located, geographically? Is support
accessible during standard or extended
business hours?
2. ExperiencewithSPservices? The customer is
looking to the MSP to get his network operating
again, regardless of the source of the problem.
The router will typically be the connection to the
Service Provider’s (SP’s) network; and if there is
an issue, it is critical that the vendor be willing
and able to support the MSP in troubleshooting
network problems.
3. Pre-SalesSupport: When designing or
upgrading a customer’s network, how acces-
sible is the vendor’s pre-sales support? What is
the level of expertise? Being able to reach design
support in a timely manner and receiving sound
advice can have a real impact on how effective
the MSP is with customers.
4. Installation: Does the vendor offer installation
support, particularly for locations that may not
be practical for the MSP to easily reach? Using
a vendor’s installation service may be a better
option than using a partner MSP in order to
ensure that the MSP maintains control of the
customer’s account.
5. Training: Does the vendor offer training? Does
the training offered cover more than just vendor-
specific equipment? What are the costs associated
with training? Does the vendor offer any onsite
training sessions at the MSP’s facility?
®
� • Best Practice Guidelines for Offering a Managed Router Service
VendorBusinessPractices
1. FinancialStability: If the vendor is not
financially stable, the MSP may be facing an
issue of operating a number of client networks
built on equipment that is no longer supported.
In this case, financial stability should be extended
to include product market stability. The ques-
tion is whether or not the vendor is committed
to continuing to support this product market.
As discussed earlier, the network is important,
and using a common equipment topology across
multiple client networks can save money and
mistakes, so it is critical that you choose a vendor
you can depend on to support your
equipment choice.
2. ChannelProgram: While the financial incentives
associated with a channel program may be less
important to an MSP, the vendor’s approach to
the channel is important. How channel friendly
is the vendor? How often do they sell direct, or
in some way remove support from a channel
partner? Do they offer a channel program that
requires little if any commitment while offering
discounts and updates? Interview the channel
sales representative to understand the program
options; and speak with a field engineer to deter-
mine the vendor’s knowledge and capabilities
for support.
3. Competition: Even if a vendor is a financially
stable company and offers a product line that
meets the MSP’s criteria, there is another busi-
ness practice that can diminish the value of the
MSP/Vendor relationship. Competition. For
example, when the vendor offers managed ser-
vice direct to the customer, they are capable of
skimming the MSP’s best customers. A vendor
can also create competition by steering clients to
one of the MSP’s competitors because they are
“higher” in the vendor’s channel program. To
avoid this dilemma, ask for information that will
help you determine the level of the vendor’s
commitment to the channel and their channel
partners. Additionally, speak with other MSPs
and see what their experience / knowledge is of
the vendor and its competitive practices.
Conclusion
Standardizingonnetworkequipmentinvolvesmore
thanahardwareselection.While networking equipment
is a necessary and expected component of managing a
customer’s network, its total impact on the MSP’s profit
margin is often overlooked. The MSP may choose to leave
in place whatever network equipment the customer may
have because it seems more cost-effective than standard-
izing. However, the operational costs, and the soft costs
associated with customer relationship, will more than off-
set the costs to standardize the equipment. Additionally,
the network equipment selected may offer a source of
additional revenue (e.g. URL filtering) for the MSP, but
the type of equipment selected as part of the standardiza-
tion can further impact costs. Similarly, the vendor
partner selected for the equipment purchase also
contributes to the total cost.
WhyADTRAN?
ADTRANbringsauniquecombinationofnetworking
equipmentandpartnersupporttotheMSP/vendor
relationship.ADTRAN’s award-winning networking
equipment is purpose designed for the SMB and is also
ideal for branch office deployments or multi-site
networks. The NetVanta portfolio includes an extensive
selection of cost-effective products to address today’s most
demanding networking requirements, including band-
width expansion, VoIP migration, and network security.
In addition to its reputation for reliability and customer
support, ADTRAN maintains a business philosophy of
cooperation, and not competition. ADTRAN is a trusted,
non-competing partner for the MSP.
®
An ADTRAN White Paper • �
Adtran’sNetworkProducts
n Business-classRouters
u 56k, T1 to T3 capabilities
u VPN with hardware encryption
u Multiple WAN interfaces supported
(T1, ADSL, Ethernet)
n Layer2/Layer3switches
u Fast Ethernet and GigE versions
n IPPBX
u 50 IP stations supported
u Voice Mail
u Auto Attendant
u PBX/Key system operation
n Wi-Fi
u 802.11 a/b/g
u Built into a switch and external WAP
n AllProducts
u SNMP manageable/MS platform manageable
u Very easy to use GUI
u CLI based on “industry standard”
u VoIP enabled (QOS/PoE/Quality monitoring)
u E-mail alerts
u Standards-based
ADTRAN has been building equipment for
the SMB since 1992, and business-class network
equipment for over 10 years. These include routers,
managed switches, WiFi, and recently a small business
IP PBX. ADTRAN also offers all-in-one integrated
products which combine routing, switching, and
other functions into a single package.
Routers: The NetVanta Series of Modular Access
Routers offers a modular WAN interface allowing for
a wide range of connectivity speeds and supporting
the latest technologies. WAN connections include 56k,
T1, multiple T1 up to T3 access rates. All are SNMP
manageable and are manageable by most managed
service platforms
Switches: ADTRAN’s NetVanta Switches include
both Layer 2 (Fast Ethernet and Gigabit) and layer 3
switches. All are SNMP manageable and are manage-
able by most managed service platforms. Available
with 24 or 48 ports and in PoE versions for
VoIP applications.
IntegratedSwitchRouter: The NetVanta
Switch-Router products offer a fully managed
24-port switch (both PoE and non-PoE) with all of
the routing functionality of our NetVanta modular
routers, including a modular WAN interface.
Wi-Fi: The ADTRAN Wi-Fi solution includes a
controller / switch with both built-in and external
lightweight Wireless Access Points (WAPs). This
product, referred to as a multiservice access router,
takes the integrated, all-in-one concept even further
by adding Wi-Fi capabilities: The multi access router
combines a modular WAN IP router with firewall and
VPN, a Layer 3 PoE switch, as well as
802.11a/b/g Wi-Fi.
VoIPCommunicationPlatform: ADTRAN offers
a complete VoIP communications platform that
includes everything needed for a small office. This
solution adds IP PBX functionality to the NetVanta
integrated PoE switch-router while supporting up
to 50 IP phones. This means all of the IP routing,
modular WAN, PoE switching and PBX functions are
integrated into a single platform, greatly simplifying
the migration to VoIP. In addition to the complete
Office in a Box solution for a converged IP voice and
data network, ADTRAN offers a simplified version
for SMBs that already have an IP data
network established.
®
• Best Practice Guidelines for Offering a Managed Router Service�
n VoiceQualityMonitor(VQM): Monitors the
quality of VoIP calls and reports on various
parameters which simplifies troubleshooting
call quality issues
Adtran’sN-CommandMSPServer
n Appliance based
n Capable of scaling to over 5,000 devices
n Firmware management/update
n Inventory management
n Configuration backup/restore
n Configuration changes
n VQM Reporting
ADTRAN also offers a unique management tool
that allows the MSP to perform global administrative
tasks on network devices, such as, firmware update;
configuration backup; configuration changes (e.g.
firewall changes). Additionally the n-Command MSP
server will also collect VQM data and present a system
level view of voice quality performance with notifica-
tion of performance issues.
ADTRAN products offer special features which are
particularly useful to the MSP, including:
n CableFaultdetection: A test to detect a cable
fault and the distance to the fault can be
remotely activated
n TopURL: Details top URLs visited and provides
the ability to block access to specific URLs
An ADTRAN White Paper • �
®
Cable Fault Detection with Distance to Fault
Top URLs Visited with Blocking
SelectAction
VQM – with MOS Score for Calls
Award-winningPartnerprogram:
n Very Easy to work with
n VAR Business 5 Star Partner Program Winner
2006 & 2007
n Won Network Infrastructure Company of the
year for 2007
n No direct sales to the Enterprise/SMB
ADTRAN’s approach to the SMB / Enterprise
market is one of cooperation with its partners.
ADTRAN does not sell direct to the SMB, and has
an award winning reseller program.
Adtran’sTechnicalSupport:
n Free Pre- and Post-sale technical support
n Support team are degreed engineers with
various network certifications
n Willing to go beyond just product support to
problem resolution
n Free firmware upgrades
n Full 5 year product warranty
n Partner services can be enhanced with
enhanced services (ACES)
Post sales technical support is perhaps the most
important capability a vendor can bring to the MSP
relationship, since service is what the MSP is selling.
ADTRAN offers world class technical support and is
recognized by users as being “ one of the best, if not
the best technical support they have experienced”.
The n-Command MSP server uses a
communication technique such that the network
elements will automatically initiate registration and
establish a secure communication path across
firewalls using HTTPS.
ADTRANBusinessPractice
Businessprofile:
n Founded in 1985
n Profitable for over 20 years
n 2007 Revenue $477 million
n 1700 Employees worldwide
n Over 2 million units produced in 2007
n MSP Alliance Accredited vendor 2008
ADTRAN has been providing equipment to the
telecommunications market for more than 20 years
with a long history of profitability. The company has
been providing network infrastructure equipment
including routers and switches for more than 10 years,
and holds number one U.S. market share positions
in many of the most widely deployed connectivity
technologies. ADTRAN is also the number two lead-
ing branch office Enterprise router supplier in North
America for 2007, according to Infonetecs Research.
ADTRAN has a highly skilled engineering staff,
and the hardware and software for all products are
developed in-house. As a result, networking products
are designed based on customer feedback, with a
focus on enhancing value by offering superior func-
tionality at reduced cost. In addition to performing
hardware design in-house, Adtran also has the ability
to develop custom ASICs which can further reduce
the cost of products without sacrificing functionality.
ADTRAN products have established a well
deserved reputation as high quality and are often
described as “they simply don’t fail.”
®
11An ADTRAN White Paper •
®
is ready to put our knowledge and experience to
work for you. Allow us to help you deliver natio
wide coverage to all your customers.
ADTRANFinancingAdvantage
Adtran’sFinancingAdvantageprogramenablesyou
toupgradethecustomer’snetworkinfrastructure
withouthavingtopurchaseallnewequipment.
This allows you to gain all of the advantages of using
a common network topology without the customer
having to pay for new equipment all at once. This
program provides a way for the customer to easily
obtain new equipment without significant up front
cash flow and also to obtain value for their
existing equipment
n FinancingAdvantageOfferstheCustomer:
u Fast and easy credit approval
u Flexible and customized credit terms
u Ability to obtain value for existing equipment
u Protection against technology obsolescence
u Improved cash flow
n FinancingAdvantageOffersOurPartners:
u Ability to earn up to 1% based on
amount financed
u Provide longer terms to the customer while
getting paid immediately
u Ability to offer a more complete solution
without high up front costs
Conclusion
There are many vendors that can provide a hardware
solution that may meet the fundamental networking
needs of the typical SMB, but most fall short in offer-
ing the additional functions necessary to increase the
efficiency and performance of an MSP. ADTRAN’s
solutions for MSPs come with a reputation of sound
technology from a company that is experienced,
financially sound, easy to work with, and is an
excellent business partner.
ACES—ADTRANCustom
ExtendedServices
ADTRAN’sTechnicalServiceofferingsarebranded
underthenameACES–ADTRANCustomExtended
Services.Thefollowingdescribessomekeyservices
availableundertheACESumbrella.
PriorityAccessToTechnicalSupport
All ACES Partner Solutions provide you with
priority access to our call center delivering
less than 30 minute response times from Tier 3
Engineers. Partner Solutions allow you to retain
end-user ownership and provide front-line
support.
ADTRAN engineers provide direct support to you
ensuring your success in delivering quality
support to your customers.
ACES Technical Support ensures your engineers
have priority access to the manufacturer's experts
when supporting your customer’s network. Our
engineers can provide confirmation of fault isola-
tion and assistance in performing various complex
networking tasks.
InstallationSupport
Depend on the expertise of an ADTRAN engineer
expertise for your installation support. ACES
Partner Solutions are fully customizable, capable of
managing 1,000+ site deployments while still deli
ering person¬alized support for individual of single
site solutions.
FieldEngineerSupport
ACES customized Partner Solutions allow you to
expand your coverage zone and provide
installa¬tion nationwide. ADTRAN is uniquely
qualified to handle the technical and logistical
challenges of your installation projects regardless
of location. Our dedi¬cated Project Managers work
with an entire team of technical experts to ensure
that all aspects of your installation projects go
smoothly. From the simplest point-to-point, to the
most complex voice and data networks, ADTRAN
ADTRAN is an ISO 9001, ISO 14001, and a TL 9000 certified supplier.
ADTRAN, Inc.Attn: Enterprise Networks901 Explorer BoulevardHuntsville, AL 35806
P.O. Box 140000Huntsville, AL 35814-4000
256 963-8000 voice256 963-8699 fax
General Information800 [email protected]
Pre-Sales Technical Support800 615-1176 [email protected]/support
Where to Buy877 280-8416 [email protected]/where2buy
Post-Sales Technical Support888 [email protected]/support
ACES Installation & Maintenance Service888 [email protected]/support
International Inquiries256 963 8000 voice256 963-6300 [email protected]/international
For the regional office nearest you, visit: www.adtran.com/regional
®
AboutADTRAN
ADTRAN, Inc. is a leading global provider of networking
and communications equipment, with a portfolio of more
than 1,600 solutions for use in the last mile of today’s tele-
communications networks. Widely deployed by carriers and
enterprises alike, ADTRAN solutions enable voice, data,
video, and Internet communications across copper, fiber,
and wireless network infrastructures. ADTRAN solutions
are currently in use by every major U.S. service provider and
many global ones, as well as by thousands of public, private
and governmental organizations worldwide.
ADTRAN, Inc.901 Explorer BoulevardHuntsville, Alabama 35806P.O. Box 140000Huntsville, Alabama 35814-4000800 9ADTRAN
256 963-8000256 963-8004 [email protected] e-mailwww.adtran.com Web site
ADTRAN believes the information in this publication to be accurate
as of publication date, and is not responsible for error. Specifications
subject to change without notice. ADTRAN and NetVanta are regis-
tered trademarks of ADTRAN, Inc. and its affiliates in the U.S. and
certain other countries. All other trademarks mentioned in this docu-
ment are the property of their respective owners. Five-year warranty
applies only to products sold in North America.
ADTRAN products may be subject to U.S. export controls and other
trade restrictions. Any export, re-export, or transfer of the prod-
ucts contrary to law is prohibited. For more information regarding
ADTRAN’s export license, please visit www.adtran.com/exportlicense
Copyright © 2008 ADTRAN, Inc. All rights reserved.
EN1164A
ADTRANAt-A-Glance 2006 Revenue: $473 million
Product Portfolio: >1,600 solutions
User Geography: Installed in 47 countries
Product Warranty: Five-year
Quality Certifications: ISO 9001 ISO 14001 TL 9000