March 14, 2002

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March 14, 2002
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Why Buy WANCare Today

• Network Management Service
• Need for High Network Availability
• Insurance and Security
• Complement / Supplement IT Staff
• Asset Management
• Carrier SLA Management

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How WANCare Works
Network
Routers LAN/WAN Frame Relay ATM Servers RAS Cable/
DSL
Traffic Analysis Cisco Netflow RMON2 Probes Cisco
SA Agent
Ping SNMP Polling
Intelligent Performance Alerts for the NOC
Detect brownouts and service delays End to End
management
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WANCare Goals
Driving the evolution of our Network Management
Architecture to address the need to
Consistently deliver services Minimize unit
cost Improve service levels Improve customer
productivity Leverage expertise
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How WANCare Accomplishes its Goals

• Performing 7x24 monitoring for critical networks,
  business systems, and applications
• Providing the data to enable pro-active
  performance analysis and capacity planning
• Ensuring consistent implementation and
  management of all services
• Providing real-time communication of events to
  clients, customer help desks, suppliers, and
  other support organizations
• Providing clear, accessible metrics for all
  services mapped directly against service level
  agreements

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WANCare Architecture Objectives
Scalability - our primary requirement Availability
- no single points of failure Performance -
consistent, predictable and guaranteed
performance across all components. Flexibility -
expand as service offerings evolve. Security -
across all components including the physical and
logical layers as well as the vital customer
information Unified Databases - key data elements
reside in a central system Automation and work
flow repetitive tasks as much as possible Real
Time Access all components Proactive
Notification email, page, voice mail,
performance Customer Update Capability all data
elements
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WANCare Standard

• Target Market
• 2-20 sites
• Features
• Provides a network staff
• Manage availability
• Benefits
• Handle support, carrier and maintenance issues

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WANCare Secure Site
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Sample trouble ticket report
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Asset Tracking

• WANTEC will maintain a listing of site
  information to include Site Location Information,
  Site Contact, Network Equipment, Network
  Topology, Network Addressing Scheme, Circuit
  Listing, and Carrier Contact(s)
• WANTEC will maintain Customer specific
  Operational Procedures
• WANTEC maintain Customer specific Escalation
  Procedures
• All information is posted on the Customer website

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WANCare Performance

• Target Market
• 20-50 sites
• Features
• Augment their network staff
• Manage availability off hours
• Performance and availability
• Benefits
• Handle support, carrier and maintenance issues
• Proactive capacity planning

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Capacity Planning
Build out capacity to support business demands
Trend line indicates that total network volume is
on the rise
Trend analysis shows Phoenix to Denver 56K Frame
Relay link to exceed Bandwidth threshold within
104 days
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ROI
Increase return on investment by more
effectively allocating resources
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Verify your usage
Ensure availability of critical resources

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Service Level Agreements
Service Customer Report Site specific service
level and performance summary
Executive Report Summarize service level
performance across an enterprise
Business Unit Report Comprehensive
report on ALL components of a particular
business process or function
IT Manager Report Detailed view of enterprise
trends and service performance by business unit
and individual devices
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Customized Reports
Custom MyHealth report created to show customer
activity and levels of resource use.
Total Bytes trend line shows dramatic increase
over 3 month report cycle. Increased system and
network capacity will most likely be required if
this trend persists.
Chart showing top 10 customers for Bits In for
yesterday
Bandwidth Utilization In or Out does not appear
to be an issue for the immediate future
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WANCare Live

• Target Market
• 50 sites
• Features
• Complement their network staff
• Provide LIVE availability and performance
• Benefits
• Handle support, carrier and maintenance issues
• Proactive capacity planning
• View network status LIVE

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Live Status of the Business Topology
Single integrated view of faults and performance,
end-to-end
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Web Interface for Fault Performance
Single console for performance alarms and hard
faults
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Exact Fault Identification
Is performance unusual compared to normal
behavior?
Natural de-duplication
Time is Unacceptable 15 min.
Upper Threshold
Utilization
Baseline
Lower Threshold
Time
Time Window 1 hour
User Defined
Live Health learns your end-to-end personality
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Role of the WANTEC LCM

• Single Point of Contact for the following
• Hardware
• Maintenance
• Project Management
• Customer Satisfaction

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WANCare Preliminary Process

• Before Service Operation WANTEC will perform the
  following
• Technical Review
• Document equipment required
• Document procurement and install process
• Identify where to install equipment and telco
• Document all devices and circuits
• Create network diagrams
• Develop Customer specific operational procedures.
  
• Document a trouble ticket escalation procedure
• Coordinate install equipment and telco

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WANCare Continuous Monitoring

• Continuous Monitoring
• 7 days/week, 24 hours/day proactive monitoring
• WANTEC will collect and retain alarm data from
  all devices designated
• Collect SNMP traps
• Poll each device in the network
• Poll intervals will be set for the most efficient
  levels
• Respond to network events 7 days/week, 24
  hours/day basis

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WANCare Network Problem Management

• Network Problem Management
• Within thirty minutes of recognition of a network
  event, the WANTEC NOC will in accordance by the
  described Customer procedures
• Create a trouble ticket report
• Provide email and voicemail notification to
  Customer of outage
• Appropriately conduct appropriate remote
  diagnostic tests to isolate point(s) of failure
• Institute alternative network operations in
  accordance with procedures agreed to upon.
• If WANTEC NOC determines that problem is Product
  related, they will make an immediate attempt to
  restore remotely
• WANTEC NOC will use the out-of-band dial
  connection to the device for diagnostics and
  restoration.
• If NOC determines a network problem is caused by
  maintained hardware the NOC will initiate a Field
  Engineer dispatch for repair/replacement of the
  unit.
• If problem is determined to be circuit related,
  NOC will contact the appropriate circuit vendor
  and request service. We will work in conjunction
  with circuit vendor for testing and diagnostics.

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WANCare Network Problem Management

1. If problem is determined to be end-user related
   we will contact the customer central point of
   contact for repair.
2. The NOC will escalate to appropriate technical
   and/or management chain.
3. When notified of repair, the NOC will test for
   network management system visibility, run
   diagnostic tests to verify stability and ensure
   application is running before closing tickets.
4. Documented procedure, the NOC will return Network
   to normal primary operating mode from any
   alternative operations, if any were invoked.
5. The NOC will follow pre-defined procedures to
   ensure that users will be minimally affected
   during restoration process.
6. The NOC will prepare a trouble resolution report
   that includes sequence number, site and equipment
   description, date and time closed, problem
   resolution description, and the current status.

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Change Management

• WANTEC will be the central repository for all
  network demographic information including site
  information, site configuration information
  (hardware configurations, software levels, etc.),
  circuit id, etc.
• WANTEC will maintain control over changes that
  are to be made to the entire communications
  network including The Network Management
  System, Network Topology, Device Configurations,
  and software revisions.
• WANTEC and Omnicare will jointly devise a
  methodology and structure to manage the
  implementation of changes to their sites.
• WANTEC will establish procedures and change
  format agreeable to Omnicare for on-going change
  support, including process, change control forms,
  time guidelines, exception criteria and change
  notification.
• Configuration change activity includes, but not
  limited to, the following changes device
  reconfiguration, protocol changes, network
  topology changes.
• Administrative change activity includes, but is
  not limited to, the following changes device
  moves/deletions, and device reallocations.
• WANTEC will perform 960 minor (est. 15
  minutes)per year at no charge to Omnicare. Each
  change thereafter will be chargeable at 50 per
  change 

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WANCare Demo Site
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WANCare Network Value
Ensure 7x24x365 availability and performance of
your business infrastructure

• Stop problems before they occur
• Minimize WAN costs
• Reduce network and system downtime
• Optimize performance with capacity planning
• Complete asset tracking
• Document service level agreements
• High availability with proactive troubleshooting
• Complete problem resolution
• Flexible escalation processes