Optimizing L1 & L2 Managed Services Support for Client’s Customer Network

TECHNOLOGIES USED

Technology Stack

FortiGate Firewall, Fortinet LAN Switches, FortiGate Access Points

Scope Inclusion

L1 & L2 troubleshooting and resolution for LAN, WAN, and WLAN services

Scope Exclusion

Design changes, SR (service request), MACD request, changes to FortiGate Orchestrator or VCE in AZURE, procurement activities, and application testing

GOALS

Provide managed services support for LAN, WAN, and WLAN across 49 sites.

Maintain a support window of 16 hours, 6 days a week, from 6:00 AM EST to 10:00 PM EST.

Achieve stringent SLAs for incident ticket resolution, ranging from 15 minutes for acknowledgment to 72 hours for P4 ticket resolution.

Ensure the project’s success over a 12-month duration.

Deliver daily incident reporting, weekly KMDM reporting, and ad-hoc reporting as needed.

CHALLENGE

The client, who is a global leader in digital transformation, faced the challenge of providing comprehensive L1 & L2 managed services support for a customer environment spanning 49 sites in the US. The complexity involved managing a diverse technology stack, including Fortinet Firewall, LAN switches, and Access Points, while adhering to strict SLAs and support windows.

SOLUTION

We collaborated with the client to provide robust managed services support. The key elements of the solution included:

Comprehensive Support

L1 & L2 troubleshooting and resolution for LAN, WAN, and WLAN services across 49 sites.

Strict SLA Adherence

Ensuring timely incident resolution with SLAs ranging from 15 minutes to 72 hours based on priority.

Remote Support

Leveraging a remote support model based out of India, with L3 support managed by the client.

Reporting Mechanism

Daily incident reporting, weekly KMDM reporting, and ad-hoc reporting as needed to track and address issues effectively.

Collaborative Approach

Adhering to defined project timelines and close collaboration with the client for onboarding, network access, and provision of necessary documentation.

RESULT

Our collaboration with the client resulted in the successful implementation of L1 & L2 managed services support for the customer’s network across 49 sites. Strict adherence to SLAs ensured prompt incident resolution, enhancing overall network reliability. The remote support model from India allowed for cost-effective and efficient troubleshooting. Daily and weekly reporting mechanisms facilitated transparency and quick response to evolving network challenges. The case study highlights the successful execution of a 12-month project with a focus on comprehensive managed services support and our collaborative partnership with the client.