MANAGED WIRELESS LAN SERVICE
1. GENERAL
1.1 Service Definition
1.2 Standard Service Features
1.3 Optional Service Features
1.4 Customer Responsibilities
2. SUPPLEMENTAL TERMS
2.1 Scope
2.2 Network Discovery
2.3 Data Loss
2.4 Restriction on Encryption Functionality in India
2.5 CPE or Managed Device for End-Use in China, Russia and Venezuela
2.6 Customer Changes After Wireless Assessment
2.7 Online Content
2.8 End User License Requirement
2.9 Indemnity – Guest Access
2.10 Children’s Online Privacy Protection Act (COPPA) (U.S.-only)
2.11 Network Engineering Services Disclaimer
2.12 BGP Routing
2.13 Reports
3. SERVICE LEVEL AGREEMENT
4. FINANCIAL TERMS
4.1 Optimized Service
4.2 Administrative Charges
4.3 Managed Device
4.4 Optional Change Management (OCM)
4.5 Additional Charges
4.6 Non-Optimized Service.
5. DEFINITIONS
1. GENERAL
1.1 Service Definition. Verizon's Managed Wireless LAN service (Managed WLAN) extends Customer’s
Verizon-managed WAN or LAN infrastructure to include wireless LAN access.
1.1.1 Platforms. Except where explicitly stated otherwise, these terms apply to Optimized Service and
non-Optimized Service.
1.2 Standard Service Features. Optimized Managed WLAN is offered at three service levels. NonOptimized Managed WLAN is offered only at the Full Management service level.
Service features and responsibilities are summarized in the table below:
Monitor and Notify
(Optimized Service only)
Customer
Manages:
Strategic Direction
Fault Isolation
Fault Restoration-Logical
Fault Restoration-Physical
Maintenance-Break/Fix
Change Managemen
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Division of Responsibilities – Management Levels
(Each Level includes all of the items of the previous Level)
Physical Management
(Optimized Service only)
Strategic Direction
Fault Restoration-
Full Management
Strategic Direction
Security Policy
Logical
Change Management-
Logical
-Logical
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Change Management-Physical
Configuration Back-Up
Security Policy and Patching
Change Management-
Physical
Security Policy and
Patching
erizon
Manages:
Monitoring
Fault Notification
Performance Reporting
Monitoring
Fault Isolation
Fault Notification
Fault Restoration-
Physical
Maintenance-
Break/Fix
Configuration Back-Up
Performance
Reporting
Monitoring
Fault Isolation
Fault Notification
Fault Restoration-
Logical
Fault Restoration-
Physical
Maintenance-
Break/Fix
Change Management-
Logical
Change Management-
Physical
Configuration Back-Up
Performance
Reporting
Security Patching
To enable the flow of data traffic to support Customer’s business applications (e.g., email), tunnels will
be set up between an access point identified below and another device or infrastructure identified
below:
Access Point or Service Node Device or Infrastructure Enables Flow of Traffic to:
Aruba Instant Access Point (IAP) Virtual Wireless LAN
Controller
Customer’s wireless
applications
Lightweight Access Point (LAP) Wireless LAN Controller Customer’s wireless
applications
Cloud-Controlled Access Point
(CCAP)
Software Defined Wireless LAN
(SD WLAN)
Cloud Infrastructure*
Cloud Infrastructure*
Customer’s wireless
applications
Customer’s wireless
applications
* The Cloud Infrastructure is maintained in a redundant fashion, with multiple data centers
backing up each other. Failover Cloud Infrastructure instances run in stand-by mode and
activate if primary Cloud Infrastructure instances fail.
1.2.1 Monitor and Notify Service Level. The most basic level of Managed WLAN is Monitor and Notify,
under which Verizon, provides the capabilities described below:
1.2.1.1 Monitoring. Verizon proactively monitors all Managed Device designated by Customer up to the
local area network (LAN) interface 24 hours a day, seven days a week.
1.2.1.2 Notification. 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. Upon the creation of a trouble ticket, Verizon will (a) troubleshoot the transport service until
the problem has been verified as fixed and the ticket will then be closed, if the trouble is due to a
Verizon transport service; or (b) inform Customer of the fault and monitor the ticket if the trouble is
due to causes other than a Verizon transport service.
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1.2.1.3 Managed Services Customer Portal. Verizon will provide a managed services portal on the
Verizon Enterprise Center (VEC) (www.verizon.com/business/service_guide/ or other website
provided by Verizon from time to time). The VEC provides a consolidated view of Customer Network
information 24 hours a day, seven days a week and real time access to project status, contact
information, and information about Managed Devices. The Cloud-Controlled Routing (CCR portal
(Web Portal) is separate from the VEC, but is accessed via the VEC. Several portal permissions
are generally available for the VEC, however, currently, only one Web Portal permission is available
per VEC user. The Software Defined Wireless LAN (SD WLAN) portal (SD WLAN Portal) is
available at https://verizon.mist.com/ or another URL provided by Verizon from time to time.
1.2.1.4 Managed WLAN Reporting. This feature provides Customer with comprehensive daily and ad hoc
reporting to quickly assess the health and performance of Managed WLAN, and may include –
depending upon the type of reporting received (see below) – any of the following: daily uptime
reports, daily managed device summary reports, daily inventory reports, daily new rogue reports,
configuration audit reports, and wireless net usage reports.
Managed WLAN reporting is available on the VEC.
Managed WLAN reporting for Customers using the CCAP is available in the Web Portal.
Managed WLAN Reporting for the SD WLAN feature is available in the SD WLAN Portal.
1.2.1.5 Web Portal and SD WLAN Portal Administrative Access. Monitor and Notify Management
CCAP and SD WLAN Customers have write administrative access to logically manage their
Managed Devices.
1.2.2 Physical Management Service Level. Customer can choose Physical Management which contains
the capabilities of Monitor and Notify plus additional capabilities described below:
1.2.2.1 Design Services. Verizon will create a Customer design document (CDD) based on a written
statement of requirements (SOR) agreed to by Customer. Software or CPE upgrades that may
require Customer investment will be included in the SOR, particularly if such upgrades are required
to address Customer’s requirements for particular functionality. Customer will purchase any
required CPE pursuant to a separate Order. Verizon will activate, monitor, and manage the
Managed Devices as designed in the CDD.
1.2.2.2 Monitoring and Management. Verizon provides physical fault detection, isolation, and monitoring
services for Managed Device, 24 hours per day, seven days per week. Verizon will resolve physical
faults whether caused by 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 Device.
1.2.2.3 CCAP and SD WLAN Network Image. For CCAP and SD WLAN, a live image of Customer’s
network is stored on the Cloud Infrastructure. A roll-back to previous configurations is not
supported.
1.2.3 Full Management. Customer can choose Full Management, which contains the capabilities of
Physical Management plus additional capabilities described below:
1.2.3.1 Monitoring and Management. 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.
1.2.3.2 Change Management Activities. Verizon will perform the Standard Change Management
activities shown in the Customer Portal at no additional Charge. Optional Change Management
activities will be performed at the rates shown below.
1.2.3.3 Managed Device Software Release Management
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