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Do you need 24/7 technical support?

Having trouble managing your network?

Looking to lower your overhead?

ImageStream Managed Services Program (MSP)

ImageStream's Managed Services Program (MSP) gives network operators a complete solution for monitoring and managing their ImageStream routers. The MSP provides the highest level of service available by putting router management in the hands of the most experienced ImageStream network engineers in the world.

The MSP can be purchased at any time during the life cycle of a router, even during the first year of ownership. It includes Intial Configuration Service (ICS) and high-priority tech support by phone and e-mail. The MSP also provides options for 24/7 network monitoring, remote management, direct communications with upstream service providers, troubleshooting of network issues beyond the router, and more. Valuable MSP options include off-site backup of router configs, critical software updatges, CALEA TTP services, VoIP call center recording services, and monitoring for BGP4 routes, OSPF neighbors, and the Asterisk SoftPBX.

A Network-Centric Approach
ImageStream's MSP offers a comprehensive network-centric support solution compared to ImageStream service plans like the ESP. The MSP provides a cohesive network management strategy that allows ImageStream engineers to help troubleshoot problems with telcos, isolate problems with other equipment in the network, and implement more complex network designs that only the most expererienced network engineers can manage.

Platinum or Gold?
ImageStream developed the Platinum and Gold Managed Services Programs to provide more choices for a wider range of budgets. Both programs provide access to optional MSP services, tech support by phone and e-mail, extended warranty options for ImageStream hardware, and 1 hour of engineering services per month.

Key differences between the Gold and Platinum programs are service hours and automatic response to network issues. The Gold program provides MSP service during ImageStream business hours (9 am to 6 pm EST), with mitigation services available as directed by your staff. The Platinum program provides 24/7 service with automatic mitigation services as pre-defined in your network plan. Gold program customers can also receive network engineering services after business hours at the discounted MSP rate, and Platinum customers can still take advantage of half price engineering services during business hours.

Priority Service
Both the Gold and Platinum programs provide high-priority technical support and RMA service ahead of customers with comparable needs who have not purchased an MSP. For example, if two ImageStream customers have a network outage at the same time, MSP customers will be given priority ahead of customers who may have a lower priority support package. The MSP also provides access to ImageStream's high-priority e-mail support system, which upgrades ImageStream's target response time from 24 hours to 8 hours, and ensures MSP customers will get service ahead of customers with no MSP.

Automatic Off-Site Backups
The MSP's automatic backup option provides safe off-site backups for your router configurations. This not only allows you to restore your settings from known working configurations should an important setup be overwritten or deleted, but it also gives ImageStream access to those config files so they can be pre-loaded onto new routers should your routers be damaged by a fire or flood, or be removed from service for upgrades or repair.

Critial Updates
With the MSP critical update option, you can relax knowing that your router will have all the latest critical security and stability updates. Updates are installed remotely by an ImageStream engineer, which relieves the burden of tracking and applying critical updates as they become available. Updates can be performed automatically, or they can be coordinated with your staff to ensure there is someone on-site.

CALEA Trusted Third Party (TTP) Services and VoIP Call Center Recording
ImageStream routers include tools for performing lawful intercepts as required by U.S. law and other international jurisdictions. For CALEA compliance, there are procedural and filing requirements that must be performed by the service provider. For technical compliance, providers can employ ImageStream TTP services for instant access to experienced engineers who can manage the intercept process. This includes acting as a TTP that communicates with the the Law Enforcement Agency to ensure the reliability and integrity of the intercept (U.S. service providers only). The same tools and services can be used in VoIP call centers to record calls for quality assurance and other corporate needs.

24/7 Monitoring
Another important MSP option is 24/7 monitoring that allows ImageStream to monitor each router's link status, memory usage, CPU use, bandwidth utilization, and more. When critical operating parameters fall outside the established baseline, the MSP monitoring system can generate an alert that notifies the ImageStream Network Operations Center (iNOC™) and your staff of the issue.

When Platinum MSP customers have a network alert, ImageStream support engineers can automatically investsigate the problem, fix the problem as authorized in advance, and notify you of the event and the actions taken. Gold program customers will receive an alert from the monitoring system, and must contact ImageStream to authorize any required service. Both programs provide access to the hosted monitoring system that can be used as your own network operations "dashboard."

Comprehensive Quality of Service (QoS)
QoS can be complex. A network-wide QoS plan can require considerable time and effort to deploy, and often includes equipment from different manufacturers. The MSP QoS option can provide engineering support to tailor a QoS strategy to your specific needs. The MSP QoS option includes QoS monitoring, which can be used for SLA reporting and automatic mitigation of QoS issues under the Platinum program. It also provides for the initial configuration of QoS on each router. ImageStream's new QoS system makes QoS setup a breeze, but you should still consider the MSP QoS option if you need QoS monitoring and design support.

OSPF Management and Monitoring
OSPF can be as complicated to set up and manage as any other dynamic routing protocol. The OSPF option includes configuration and monitoring of OSPF on your ImageStream routers, as well as access to ImageStream's expert design services. When your network relies on OSPF, you can rely on ImageStream to provide world-class OSPF support, including monitoring and mitigation services under the Platinum program.

BGP4 Management and Monitoring
ImageStream combined initial configuration, traffic engineering, route monitoring, and troubleshooting services to create the MSP BGP option. When an Internet gateway loses Internet access, multi-homed networks rely on BGP to reroute the traffic to an alternate gateway. BGP failures commonly lead to network failures if they are not monitored and resolved quickly. The BGP monitoring service ensures BGP is working, peers are up, and the routing table is loaded correctly. If not, the monitoring service will generate an alert that can engage ImageStream engineers directly under the Platinum program. The MSP BGP option offers peace of mind by letting the experts manage BGP for you.

3rd Party Equipment Monitoring
The MSP monitoring option for 3rd party equipment provides an integrated network monitoring "dashboard" so network operators and ImageStream engineers can monitor the entire network including 3rd party devices. The system can notify your administrative contact by e-mail, cell phone messaging, and/or paging when there is an issue that requires attention. Unlike MSP monitoring for ImageStream products, 3rd party product monitoring is limited to providing access to the monitoring portal and sending alerts. The MSP monitoring add-on does not include any technical support or mitigation for non-ImageStream products.

Support for Add-on Software Packages
The MSP can provide support and management for the complete range of add-on packages that may not be supported under the ESP program. For example, the MSP provides optional support for add-on packages including the Web proxy and cache, Apache Web server, Netsweeper content filter, Wireshark VoIP analyzer, Asterisk VoIP gateway and more. ImageStream is also developing MSP support for the Azotel provisioning OSS, ImageStream's Zero-hour Virus Protection (ZVP), and the Snort Intrusion Detection System (IDS). All of these services can be monitored and admninistered on a day-to-day basis by ImageStream engineers, which can save you time and money that you might otthjerwise spend on dedicated staff or hired consultants.

Asterisk PBX Monitoring and Management
The MSP add-on for the Asterisk PBX provides a comprehensive remote management solution for the Asterisk PBX including initial configuration, monitoring, extension setup, the addiiton and removal of users, and more. Some customers will prefer to manage different functions themselves, while others can use the MSP to outsource their PBX management. When you need help with the setup for SIP trunking, VoIP codecs, analog and digital voice cards, QoS for VoIP, dial plan configuration, or just about anything else you might need with an IP PBX, the optional Asterisk MSP provides an economical solution.

Intrusion Detection
The MSP Intrusion Detection System (IDS) option will be available in Q2 2010. The IDS option includes assistance with setup, rulesets, event console, and alerts. In addition, ImageStream will monitor the IDS system 24/7 under the Platinum program to provide the fastest possible response to DOS attacks and other intrusion events, even while you sleep. Don't wait until an attack shuts down your network. Sign up for the MSP IDS option that puts ImageStream's most experienced engineers on your rapid response team.

Bottom Line
At the bottom line, ImageStream's MSP can help achieve many different network performance, reliability, and management objectives. Some of these objectives include early detection and fast resolution of network issues, direct intervention with upstream providers, reduced downtime, outsourcing of network management, lower network operating costs, advanced troubleshooting, highest priority service, 24/7 non-emergency support, and extended hardware warranties. With options for OSPF, BGP4, QoS, Web caching, Netsweeper, Asterisk, and 3rd party equipment, the MSP program extends coverage to support every aspect of remote router support and administration.

If you have any questions about the MSP or ImageStream's other technical support offerings, please contact us.