Products & Services
Managed services
Managed Service Delivery Options
WWT Managed Services strives for flexibility. When it comes to developing solutions that will optimize how each organization deploys and/or manages its infrastructure, the needs are wildly different. There are so many variables that the cookie-cutter approach is not only ineffective, it is simply the wrong approach. We found that most of our competitors offer an “All or None” service hoping that many IT managers will feel pressured into using their service as a safety net.
What we have done is broken up all of the components of what makes a good managed services offering and standardized them using the ITIL framework. These standardized components, along with WWT’s long history of being able to managed customized Supply Chain processes, allow us to bundle and manage a customized offering that is built to the specifications of your organization. We find that this frees up our Customers to pay for what they need, when they need it, and handle the rest themselves.
Our service is built to ensure that our Customers get the support they need from our trained technicians and engineers as well as the manufacturer of their equipment. We will build the Service Level Agreements to meet your unique requirements.
Our offerings include:
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WWT offers various customizable Service Levels Agreements that can be bundled to meet Customer specific needs. For Maintenance Services, the SLAs are typically based on response time and when our Customers need to have them available (8x5, 24x7, 4 hour response time, etc). WWT will work with each customer to define or renegotiate SLAs and understand any Operational Level Agreements (OLA) and Underpinning Contracts (UC) that are existing or need to be in place.
Our Account Managers and Consulting Systems Engineers are trained to listen to your needs so that they can help you determine which of our offerings are going to have the most positive impact to your organization and bottom line. By combining multiple WWT services, your organization will benefit from the inherent synergies by minimizing risk, improving overall performance and reducing operational costs.
WWT Managed Service Offerings
Basic Phone Support
Basic Phone Support allows our Customers to contact the WWT Service Desk to resolve network issues during the contracted hours. Trained Engineers will work with specified Customer representatives to isolate issues, assign severity levels and provide recommendations for a quick resolution. WWT will own the problem until it is resolved and will coordinate with all of the appropriate parties to facilitate the troubleshooting. This includes opening a case, on your behalf, with the various manufacturers as needed.
| Standard Contract Duration(s) | Monthly, Quarterly or Annually |
| Coverages Available | 8x5, 24x7 |
| Response Time to Open Ticket | 15 minutes |
| Response Time for Tech Onsite | N/A |
| Standard Pricing Unit(s) | Per managed device |
| Requirements | Manufacturer telephone support contracts |
Advanced Phone Support
In addition to all of the benefits of Basic Phone Support, Advanced Phone Support provides WWT engineers that will be assigned to know your unique environment and will be available to our WWT Service Desk when problem escalation is needed. This training will include having our engineers travel out to meet with you face to face on a periodic basis to ensure that they have a comfort level with your environment and staff, and that you have a comfort level with them and their ability to support you. We are confident that this will dramatically reduce the time needed to troubleshoot issues.
| Standard Contract Duration(s) | Monthly, Quarterly or Annually |
| Coverages Available | 8x5, 24x7 |
| Response Time to Open Ticket | 15 minutes |
| Response Time for Tech Onsite | N/A |
| Standard Pricing Unit(s) | Per managed device |
| Requirements | Basic Phone Support |
| Network Documentation |
Basic Onsite Support
Customers with Basic Onsite Support will be able to call the WWT Service Desk and have a technician dispatched to any location within as little as two hours. The technician will arrive onsite and immediately begin working with whomever the Customer designates to resolve the issue and will not leave until released by the Customer. The technician will have the expertise and will bring the common tools to troubleshoot basic problems, including a laptop.
| Standard Contract Duration(s) | Monthly, Quarterly or Annually |
| Coverages Available | 8x5, 24x7 |
| Response Time to Open Ticket | 15 minutes |
| Response Time for Tech Onsite | 2 hours, 4 hours or Next Business Day |
| Standard Pricing Unit(s) | Per managed device or per call |
| Requirements | Manufacturer telephone support contracts |
| Network Documentation |
Advanced Onsite Support
Advanced Onsite Support gives Customers the ability to have our Advanced Services Engineers deployed to a site to troubleshoot an issue. With engineers deployed across the country, we are able to offer some aggressive SLA’s, depending on our Customer’s requirements. We are able to tailor this offering to support most of the Advanced Technologies such as Unified Communications, Wireless, Security, Storage, etc.
| Standard Contract Duration(s) | Monthly, Quarterly or Annually |
| Coverages Available | 8x5, 24x7 |
| Response Time to Open Ticket | 15 minutes |
| Response Time for Tech Onsite | Varies |
| Standard Pricing Unit(s) | Per managed device or per call |
| Requirements |
Onsite Subject Matter Expert Support
Due to the increasing demands for expert level technical assistance during the planning, design, deployment and operation phases of technology rollouts, WWT is able to support our customers through the use of Cisco Subject Matter Experts for extended contracts. Our Cisco SMEs have a proven track record in supporting the demanding IT Lifecycle, including the deployment and maintenance of complex Unified Communications, Security, Mobility and Data Center solutions.
This service offering is particularly useful to customers that do not have the available staff or internal expertise to support a new technology but are not interested in a remote monitoring solution.
| Standard Contract Duration(s) | Quarterly or Annually |
| Coverages Available | 8x5, 24x7 or after hours only |
| Response Time to Open Ticket | 15 minutes |
| Response Time for Tech Onsite | N/A |
| Standard Pricing Unit(s) | Fixed price per engineer |
| Requirements | Dedicated workspace and full access to applicable network devices |
Remote Monitoring
This service involves WWT initiating a secure connection into your network to enable WWT to proactively monitor your environment. This can encompass the entire infrastructure, servers, phones and even PC’s. WWT will respond to incidents by proactively opening a service ticket and alerting the appropriate Customer contacts. WWT has the ability to monitor the network using our internal tools or tie into your existing management system, if that is what makes sense.
WWT will work with our Customers to develop the customized support that they require, based on their unique needs.
| Standard Contract Duration(s) | Quarterly or Annually |
| Coverages Available | 8x5, 24x7 |
| Response Time to Open Ticket | 15 minutes |
| Response Time for Tech Onsite | N/A |
| Standard Pricing Unit(s) | Per managed device or per call |
| Requirements | Secure connectivity to Customer Network |
Parts Replacement
This service involves WWT providing replacement parts for our Customers. This can be accomplished in a variety of ways based on Customer requirements. WWT has logistics facilities throughout the country that will allow for a sparing and parts replacement strategy that minimizes your cost while also minimizing your risk. WWT will customize this solution to allow you to have the parts available where you need them, when you need them at the lowest cost.
| Standard Contract Duration(s) | Annual or Biannual |
| Coverages Available | 8x5, 24x7 or after hours only |
| Response Time to Open Ticket | 15 minutes |
| Response Time for Tech Onsite | Onsite 4 hours, 2 hours, immediate |
| Standard Pricing Unit(s) | Per managed device |
| Requirements | Secure connectivity to Customer Network |
| Routers ISR 800 Series ISR 1800 Series ISR 2800 Series ISR 3800 Series 7600 Series 7200 Series |
Switches Catalyst Express 500 Catalyst 2960 Catalyst 3560 Catalyst 3750 Series Catalyst 4500 Series Catalyst 6500 Series |
Security Cisco ASA Cisco PIX Firewalls Cisco IDS Cisco NAC Appliance Cisco IPS Cisco VPN |
| TelePresence CTS-3000 Series CTS-1000 Series Cisco MCS Server Cisco IP Phone Cisco Codecs |
Unified Communications Cisco Communications Manager Cisco Unity Cisco IP Contact Center Cisco MeetingPlace Various other voice applications |
Wireless LAN Aironet Access Points 4400 Wireless LAN Controllers 2200 Wireless LAN Controllers Wireless LAN Solution Engine |