VINO SD-WAN FAQs

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VINO Customer Inquiries

VINO improves your bandwidth speed and reliability while enhancing your application performance, security and network management.

VINO helps single site SMBs and scales to serve 1000+ site enterprises.

Yes, VINO cloud orchestration, reporting, encryption, bi-directional QoS, and compression provide benefits for a single link connection.  With two or more links you’ll get the added benefits of link aggregation and seamless failover.

VINO solutions are sold as a managed service that is available exclusively through certified TELoIP Partners.  A VINO Edge device is purchased outright, there is a monthly recurring cost associated with VINO service that varies based on the speed tier.

Yes, all VINO SD-Internet and VINO SD-WAN solutions include orchestration.

Given that any connection can be used on the VINO Edge CPE hardware, the SLA can vary – but our network has SLAs that scale up from 99.99%.

VINO Link Aggregation and Bandwidth

Several VINO license tiers are available ranging up to 1Gbps.

Yes, VINO will combine underlay circuits from different ISPs.  Moreover VINO will combine different types of circuits including DSL, Cable, 4G/LTE, MPLS or T1

VINO aggregation provides the full combined top speed of all links, plus bidirectional IPQoS and pre-emptive fast failover. Load Balancing relies on path-steering to assign traffic to a single link, once the session is established it is vulnerable to link outages because the session IP address will change and terminate the session. Load Balancing can only provide the bandwidth of a single link compared to VINO which uses per-packet aggregation to provide the whole sum of bandwidth from all underlay links. In short, VINO offers faster speeds with greater reliability and performance than Load Balancing.

Yes, to increase your VINO speed simply add another link and notify your VINO provider to turn it on.

A single VINO Edge CPE can aggregate up to 8 different ISP links (regardless of the provider or circuit type). An expansion switch is used if the number of underlay links you want to aggregate exceeds the number of ports in the hardware.

Yes, you can use your existing ISP link(s) which is sometimes know as bring your own broadband.  VINO will also support customer MPLS links that are under ongoing contract so you don’t need to wait for contracts to expire.

VINO can use any IP circuits that provide an Ethernet (RJ45) connection.

Yes, the standard VINO deployment is to configure wireless links in hot standby mode which provides seamless fast failover while avoiding unexpected monthly overage fees. We can also configure your wireless circuits to be actively used as any other types of links.

We enable individual customer sites to combine multiple circuits into a unified virtual circuit using our line-up of VINO Edge CPE devices. All CPE’s can aggregate and provide failover for up to 8 customer circuits and provide encrypted SD-WAN bandwidth service up to 1 Gbps for a single site.

VINO Failover Protection

VINO protects all of your Internet, WAN, VPN and Cloud applications.

An IP address is assigned to the VINO Overlay on the VINO Edge CPE, so your branch network does not rely on the IP address of your underlay links.

All applications and VoIP calls survive using the remaining ISP links, the external IP doesn’t change.  All application QoS priority policies will be enforced on the surviving links.  No manual intervention is required, and VINO will seamlessly restore your link once the outage is over.

No, real-time applications continue to function, voice calls survive but may lose a syllable or partial word drop during failover.

VINO Quality of Service

Yes, VINO enables QoS quality assurance for 3rd party Cloud services.  Our patented bi-directional IPQoS ensures quality for inbound traffic and real-time applications like VoIP.

VINO manages your broadband connections with real-time dynamic routing intelligence and Rate Limit Avoidance (RLA) to control both inbound and outbound traffic health.  Additionally, VINO dynamically reserve bandwidth for priority applications and manages your underlay circuits to avoid over saturation that will degrade your quality of experience.

VINO uses patented technology that delivers superior VoIP quality over saturated broadband connections, and we extend the benefits of QoS to both WAN and Internet traffic, so you get a superior experience for public cloud applications. For more detail on VINO Quality of Experience, please refer to our CTO webinar session on QoS & QoE.

Yes, if the VPN can expose the TOS byte then VINO can provide QoS for applications that run inside your VPN.  Alternatively, the customer can just upgrade to VINO SD-WAN which will enhance the traffic management, QoS optimization, and acceleration features while still providing robust AES256 encryption.

TELoIP multi-path features are implemented on a per-packet basis with our Intelligent Packet Distribution Engine and decision tree. Each individual underlay path is optimized and monitored, with all combined paths managed in the overlay as a single virtual circuit. Paths are configured to provide maximum bandwidth to the user, and any individual link can be configured for standby redundancy only.  Features include Pre-Emptive Fast-failover with no IP address change, Bi-Directional QoS with Application Priority and dynamic bandwidth reservation, and active avoidance for Latency, Jitter and Packet Loss.  TELoIP has earned multiple patents for innovations related to Aggregation, IPQoS and Failover.    For details on our patents, please refer to http://www.teloip.com/company/patents/

TELoIP technology automatically responds when access connections fail or become degraded to optimize the Customer Experience, and system monitoring alerts are triggered to keep support teams proactive. TELoIP uses a customer centric metric that predicts the user Quality of Experience (QoE). QoE is calibrated to MOS scoring, and is measured for each individual underlay path over every segment of the overlay network.  QoE statistics are measured in-band in real-time at the customer site – offering application level monitoring.  Real-time measurements for QoE are used to create dashboards and charts that indicate quality at a glance and accelerate troubleshooting.

TELoIP has been awarded patents in this area, with advanced Data Plane capabilities to provide virtualized bi-directional IPQoS over asymmetric broadband connections. VINO even provides Inbound QoS over broadband which is ideal for real-time voice and video services. VINO provides quality assurance on saturated public broadband connections because it does not rely on bandwidth consuming technology like Forward Error Correction (FEC).  TELoIP’s patented Intelligent Packet Distribution Engine (IPDE) manages user-defined application QoS priorities on the Data Plane.  IPDE understands real-time circuit conditions and includes patented capabilities for Rate Limit Avoidance (RLA) to keep traffic away from high latency areas within the connected underlay circuits.  VINO further improves performance and bandwidth utilization by dynamically reserving low latency bandwidth for high priority applications only when those applications are active.

For WAN applications that travers the Control Plane, VINO Controllers use standard QoS PRIQ techniques to prioritize application traffic through the TELoIP Cloud.  For more information, please visit our blog feature with CTO podcast discussion of QoS & QoE with full transcript and diagrams.

VINO Security, Encryption and Compression

Yes, VINO SD-Internet is built to seamlessly connect with your existing VPN, providing cloud management plus a boost to the speed, performance and reliability of your VPN services.  If you ever decide you want fully automated SD-WAN encryption you can simply upgrade to VINO SD-WAN.

VINO SD-WAN encrypts all underlay connections forming a customer protected route domain with end-to-end IPSec class encryption (AES256).

Yes, VINO includes features required for PCI compliance including encryption, firewall, user access controls and traffic segmentation.

Any data that isn’t compressed or encrypted. Traffic through SD-WAN that isn’t already encrypted can be compressed and accelerated.

Our compression technology is on-the-fly and transparent to the customer, and is packet based. For compressible traffic there is huge benefit and typically outperforms other technologies.  For example, our speed test demo usually shows double or triple the speed while only using a fraction of the bandwidth, and it is common to see a 10X increase in throughput.

Not all traffic is compressible, so it depends on the customer and traffic patterns.  Text is compressible, and Citrix sessions, so there’s plenty of WAN traffic that gets compressed.  For Internet traffic, we are usually able to compress 30% of Internet traffic.  Some traffic is non-compressible, this includes encrypted traffic, applications that are already compressed like VoIP.

Network traffic encryption is based on IPSec/AES, cryptography for control. Monitoring of these are performed at our network level.

We provide a perimeter defense mechanism with a customer provided secure route domain. An early warning system through firewall triggers and Netflow analysis act as first responders.

From here customers can layer on their chosen security implementation. Atop this, our segregation of traffic, encrypted across multiple diverse underlay carriers with divided network traffic.

VINO Edge CPEs have a built-in stateful packet firewall feature that is managed in the cloud with the ability to roll-out global changes to thousands of enterprise sites at a time, protecting the Internet underlay connections at the customer site. Furthermore, TELoIP Cloud Controllers are contained within a hardened infrastructure with managed firewalls.  TELoIP VINO SD-WAN provides secure WAN and Internet access, all site traffic is encrypted including Internet protection at both the CPE and Cloud Controller.

SD-WAN Market Differentiation

There are three primary advantages to consider, first, VINO SD-WAN provides superior cost-to-performance ratio compared to other SD-WAN technologies. This is due to the unique combination of our distributed multi-tenant SDN Overlay architecture and our embedded SDN OS.  Second, VINO SD-WAN manages all branch WAN and Internet traffic, so VINO goes beyond SD-WAN to optimize, secure and manage everything that the cloud has to offer.  Third, VINO SD-WAN is delivered through the TELoIP Cloud infrastructure so our partners and customer can deploy their SD-WAN solutions faster without any cloud infrastructure build outs.

TELoIP has received multiple patents for Data Plane innovations. These differentiate the speed, reliability, and performance of VINO solutions against other solutions. Most importantly the VINO Data Plane unifies all branch WAN and Internet traffic into a single Cloud Managed Enterprise Network, other solutions unify branch WAN traffic only.

The VINO Data Plane provides superior VoIP quality on saturated broadband, seamless fast failover, on-the-fly compression, and diverse carrier aggregation that combines the max speed of multiple underlay links into a single virtual overlay connection. The results it that TELoIP patented per-packet technology will deliver more data plane throughput with better performance over the same circuits. VINO Bi-Directional QoS combines user defined application policies with advanced path management techniques and dynamic intelligent packet distribution.

The TELoIP Cloud provides a hardened, multi-tenant SD-WAN Control Plane that is available to partners and customers as part of the VINO SD-WAN solution to minimize capex and accelerate solution deployment.  TELoIP Control Plane features include QoS with PRIQ and VxLAN architecture for interoperability. With our patent pending capability to deliver P2MP over Unicast, VINO SD-WAN efficiently supports various customer topologies and features. This distributed infrastructure provides optimal routing paths to WAN, Cloud and Internet services for Branch Offices, Remote Users and Mobile Workers.

TELoIP Orchestration provides much more than monitoring, with Zero Touch Provisioning and a completely module for order management. The TELoIP Portal is based on Quality-of-Experience (QoE) metrics that provide real-time performance visualization for sites, circuits and applications so you can consistently manage SLAs across all services including third party cloud applications. We built-in testing tools to accelerate troubleshooting, and widgets that empower support teams to remotely perform MACD and re-calibrate services without truck rolls. To see a demo on TELoIP Orchestration, please contact sales@teloip.com

VINO Orchestration and Management

Yes, VINO customers can be given live access to monitoring views and analytics reports within the VINO Portal showing quality and performance at a glance through a single pane of glass.

VINO solutions work as a managed service, customer get access to the VINO Portal for network monitoring and analytics.  VINO SD-WAN troubleshooting and repair is done by certified VINO service providers who have proactive alerts and powerful VINO Portal tools for rapid post-install diagnostics and repair to manage customer quality of experience.

VINO components are fully provisioned, monitored and managed through our cloud orchestration system, the VINO Portal. TELoIP, the Partner (Service Provider) and the end-customers are able to login with role based access to the VINO Portal. Order Management, Provisioning, Install, Monitoring, Management, Billing and Reporting are all combined into a single system. Customers typically have access roles limited to view network and application performance, and export reports. As the TELoIP Partner, the Service Provider plays the primary role for managing VINO SD-WAN as-a-service solutions from Order Entry through Service Provisioning, Monitoring and Support. TELoIP seamlessly handles support escalations; and manages the SD-WAN cloud infrastructure (TELoIP Cloud) and software system upgrades.

The VINO Portal provides multi-tiered login access, with customizable permissions through role based access control allowing flexibility of resource access management for carriers, service providers and customer IT teams. The VINO Portal provides options to limit visibility, control and access to customer devices. These are managed at various levels to delegate specific access to internal users & customers.

The VINO Portal enables Service Providers to offer Customer portal access including rich analytics, reports and dashboards indicating network and application performance at a glance.  Integrated portal views create customer specific network maps, and high level dashboards that consolidate multiple customers and sites to provide an operational overview. Distinct screens show Real Time Traffic analysis per CPE, custom QoE/MoS scoring for application/service destinations, Priority traffic and bandwidth reservation rules, CPE information Overview, VoIP tools with troubleshooting statistics and recording support, Bandwidth and detailed traffic statistics from Netflow data, Speed-tests with graphing, and service/health availability.

This is not currently supported as a standard feature in the VINO Portal, but is coming soon with release expected by Q2 2017.  If this is a required feature, please contact sales@teloip.com to inquire for a status update on this feature release.

TELoIP VINO SD-WAN solutions are fully designed for Zero Touch Provisioning. Configurable details such as IP-address assignment, DHCP configuration and underlay link config/verification, are gathered during the Order Entry phase.  When the VINO Edge CPE is shipped to the customer site, it simply needs to be connected to initiate the Zero Touch Provisioning process.  A single click in the VINO Portal pushes the configuration to the CPE, followed by auto-calibration and validation. When the installation is complete, the Service Provider can verify the service is up and running using the myriad of tools offered in the CPE View area.

TELoIP manages software and firmware upgrades through our SD-WAN-as-a-Service channel model.  Upgrades are done remotely for VINO Edge CPEs and VINO Controllers. TELoIP deploys these upgrades during predefined service windows, pre-negotiated by our channel partners to minimize customer impact.

We perform Netflow collection to provide statistics, bandwidth usage, and QoE performance metrics within our VINO Portal. The Solar Winds infrastructure can be used to collect pertinent CPE health information from devices, including our patented QoE metrics, through SNMP communities enabled on the VINO Edge CPE devices. This allows you to continue using your monitoring solution in tandem with the advanced traffic statistics and diagnostic tools offered within the VINO Portal.

Service providers and end customers can have role based access to the VINO Portal to monitor and manage VINO SD-WAN solutions. Real-time analytics and historical information are provided at-a-glance with custom dashboards and charts. Using our implementation of Netflow offers heuristic views of customer traffic types and scales. Combined latency, jitter and packet drop statistics calculate the user Quality of Experience (QoE) score.  QoE provides an accurate metric to predict customer experience, and the QoE score can be quickly traced for every underlay link, network segment, customer site, and application throughout the entire VINO SD-WAN.  Partner Ops views provide a tactical overview for service providers, and customer level views allow end users to see QoE scores and service availability across all their VINO SD-WAN sites.  Real-time and historical reports for Bandwidth usage, QoE scores and detailed Netflow statistics are all a click away.

Quality of Experience (QoE) scores provide a next generation metric for SLA management that accurately predicts the customer experience. QoE scoring combines latency, jitter and packet loss and is calibrated to standard MOS scoring.  QoE scores are calculated in real-time (3-4 checks per/second) for each underlay link, and at configured intervals for key applications and Network Paths. QoE scores can be traced along each network segment from end to end.   The VINO portal integrates QoE scores into custom dashboards and color-coded visualizations that show performance at a glance.

TELoIP VINO SD-WAN will automatically respond to mitigate customer impact of common service effecting issues, the failover and dynamic IPQoS mechanisms will react to maximize the user’s quality of experience.

Alerts are shown in dashboards within the TELoIP Portal, with separate aggregated views designed for service providers, and end customers.  Alarm notifications provide one click access to initiate troubleshooting.

Alert policies can be set to send notifications as appropriate to service providers and end customers based on the severity of the incident.  TELoIP VINO SD-WAN alerts and alarms are customizable based on business policy intent to reduce false alarms that create inefficiency.

VINO SD-WAN Configurations

A VINO Edge CPE device connects to your ISP links and provides a unified Overlay via a single Ethernet connection to your LAN.

No, we offer both static IP assignment and/or DHCP for your router or LAN device, once connected the service is transparent to devices.

No, the service/device is plug and play to your network.

Yes, VINO Edge has managed Router, Firewall, SD-WAN, VLAN, and WiFi built-in, and you can choose to run only the features you need.

Yes, traffic can be assigned to specific links based on service type or destination, as long as the traffic Is not in a customer-run VPN tunneling device.

A new VINO Edge CPE can be sent overnight with zero-touch configuration turnup, furthermore a redundant Dual-Active-CPE configuration is available.

Less than 1% experience problems and MTBF is 7+ years.

VINO SD-WAN Solution Design

Two methods are available:

  1. We can provide NAT/DHCP and Firewall functions to replace existing firewall’s or routers to become your router, just connect your switch.
  2. We can provide a static public address to connect your site router, and we act as your gateway alike a modem.

TELoIP’s patented aggregation technology uses encapsulation which contains control packets and sensor data allowing us to track underlay link conditions in real-time with as little as 384bits/sec (128MB Transfer per Month) overhead per underlay connection.

For hot standby backup links (no payload) the overhead is as low as 192 bits/sec and up to 576bits/sec (~64-320 MB Transfer per Month) overhead per underlay connection.

Yes, VINO SD-WAN sites can connect to Non-SD WAN sites, Public Clouds, Private Clouds, and Internet. Secured Remote Access can be configured as a Cloud Managed solution offering an affordable Remote Access VPN with a TELoIP VINO SD-WAN RAS license. TELoIP also offers a cloud managed VTEP gateway (physical or virtual) to connect Data Centers to the TELoIP VINO SD-WAN at speeds up to 1Gbps.

For CPEs, TELoIP uses a physical appliance (VINO Edge) with the software installed. This brings simplicity and consistency to the branch office solution. VINO Edge CPEs are remotely provisioned, managed and upgraded and they include several virtualized network functions.

Virtual CPEs are on our product roadmap and we will comply with industry standards for SDN & NFV when they are established.

The VINO Controllers in the TELoIP Cloud provide the Control Plane Infrastructure with patented long haul transport efficiency. TELoIP VINO Controllers are included as part of the TELoIP VINO service. VINO Service Providers and customers leverage the TELoIP Cloud so they do not need to build and manage their own SD-WAN cloud infrastructure.

TELoIP Partners also have options to interconnect with the TELoIP Cloud through the VINO Controllers.   For details on available interconnect options, please contact sales@teloip.com

VINO SD-WAN Architecture and the TELoIP Cloud

TELoIP provides a Point-to-Multipoint Control Plane infrastructure with flexibility to design customer solutions using all of the above deployment models including fully meshed, Partial Mesh, or Hub & Spoke. Each Branch connects via a CPE device into the nearest Controller Gateway (Home PoP), and automatically joins the customer protected route domain.  For more insights please read our bog post on VINO Architecture.

TELoIP has nine multi-tenant geographically distributed PoPs in the US and Canada that are built to carrier grade Standards. TELoIP PoPs are located in Chicago, New York, Los Angeles, Dallas, Atlanta, Denver, Seattle, Toronto, and Vancouver.  PoP Interconnection options are available for service providers, but not required.

TELoIP Data Plane patented technology connects the Branch to the nearest TELoIP PoP using Proximal Aggregation to implement Pre-Emptive Fast Failover across multiple connections to harden the edge of the network. This enables all users and applications to remain connected to redundant links minimizing customer impact of circuit interruptions- live VoIP calls and Videoconferences will remain connected.

The TELoIP Cloud provides the Control Plane and is engineered to eliminate single points of failure related to the Cloud Controllers, Points of Presence or Upstream Carriers. Each PoP in the TELoIP Cloud consists of  Clustered VINO Controllers that are peered with multiple upstream providers.

Cloud Orchestration with the TELoIP Portal is an out of band application. Disruption to the TELoIP Orchestration application will not impact traffic flows on the Data Plane or Control Plane.

For the VINO Edge Customer Equipment, TELoIP offers a High Availability option using a second CPE and site license installed as an Active-Active standby device for automated and rapid device and service recovery.

VINO SD-WAN solutions have tremendous scale, easily deploying SD-WAN solutions to 1,000+ site customers, placing each customer into a Secure and Protected Route Domain.

VINO supports channel delivered SD-WAN-as-a-Service with multitenancy in both the TELoIP Cloud infrastructure (SD-WAN Gateway Controllers) and in the VINO Portal (SD-WAN cloud orchestration). The VINO Portal as a redundant, high-availability cloud application that is managed by TELoIP.The VINO Portal was designed with multi-tenancy being the key driver, providing role-based access for VINO Service Providers and their customers.

The TELoIP Cloud is a distributed network of hardened VINO Controllers (cloud-based intelligent gateways) that provide shared SD-WAN infrastructure that eliminates CAPEX for channel partners and customers.  The TELoIP Cloud provides multi-tenant control plane infrastructure that scales out, giving each customer their own protected route domain. From there, disparate customer environments are deployed, orchestrated and managed. Furthermore, traditional limitations of scale created by overlapping customer subnets are overcome using patent-pending method of encapsulation which enables VINO to out-scale better than other SD-WAN technologies.

SD-WAN Service Integration, Protocols and Routing

On the access network/underlay connections we support Layer3 IPV4 connections – however Layer2 can be added provided the connected circuit can reach our cloud controllers.
On the Virtualized Network Overlay we deliver Layer3 IPv4 hand-off.

TELoIP VINO SD-WAN provides a secure and protected Route Domain for each VINO SD-WAN customer. We support IPv4, BGP, iBGP, and IGP protocol.  VINO Controllers in the TELoIP Cloud route traffic to/from the Customer’s VRF, MPLS Networks, Private Clouds, Public Clouds, and Internet.

TELoIP VINO SD-WAN services include Enterprise Level Managed Router and Cloud Managed L3/4 Branch Firewall. These features are embedded in the VINO Edge CPE and managed as Virtual Network Functions (VNFs) so no additional hardware is required.

VINO SD-WAN includes a compression feature, a form of WAN optimization that enables more bandwidth throughput to the branch.  Although compression is included as a standard feature in VINO SD-WAN, there is an off/on setting that allows it to be delivered as an add-on service offering.

Layer 7 Firewall is an add-on feature with general availability scheduled for Q4 2017.  This is a robust next-generation firewall that will deliver higher price-to-performance ratios that stand-alone firewall appliances.  Deploying a Layer 7 VNF Firewall at the branch offers several advantages, which includes eliminating the added latency caused by routing all traffic through centralized cloud firewalls. The L7 Firewall will be added as a VNF to existing VINO Edge CPE devices, with centralized cloud management integrated into the VINO portal and sold as an add-on feature. If you have customers with Layer 7 firewall requirements, please contact sales@teloip.com for updates on the VINO L7 firewall release date.

VINO provides optimization and failover for any third party cloud application, whether it is delivered as a public cloud or private cloud. VINO adds high availability, QoS and application SLA scoring based on application QoE metrics.  Essentially, VINO works as a platform that gives Service Providers the versatility to manage and deliver any private or public cloud services to their customers with added service quality assurance. SaaS application SLAs are easily and efficiently managed with QoE scoring on customizable dashboards, gathered in-band from the customer site to more accurately predict the customers’ experience.

VINO SD-WAN ensures cloud productivity for your remote and mobile users by providing low-latency access through our distributed VINO points-of-entry.  The TELoIP Cloud provides optimal entry and exit points that eliminate the well-known WAN Trombone effect.  Additionally, TELoIP’s Datacenter appliance server solution can be placed at customer deployments to maximize response and speed of in-place cloud services (Ai-9000 as hardware or virtual).

VINO License Tiers and Billing

Yes, VINO solutions include bandwidth usage and access to the TELoIP Cloud Network to optimize all your WAN, Cloud and Internet traffic.

VINO Bandwidth tiers are based on symmetrical top speed of the aggregated underlay links, or the fastest direction for asymmetric links.  For example, a 100 Mbps VINO license tier would fully accommodate two symmetrical 50Mbps links and allow the customer to run at top speeds of 100 Mbps inbound and 100 Mbps outbound.

TELoIP Channel Program

TELoIP offers training for Level 1 and Level 2 support using the TELoIP Portal, including training and documentation for the Order Entry and Management, CPE Staging, Remote Provisioning processes, and all phases of monitoring, management and MACD. TELoIP also offers solution sales and product training that includes target customer profiling, customer benefits, solution design and competitive differentiation.

TELoIP provides marketing materials such as product sheets, technical specifications, white papers and use cases that highlight the customer benefits of the SD-WAN solution. Additional marketing support such as collaboration on SD-WAN product offerings, target customer profiles, press releases, and end-customer lead generation programs are available.

TELoIP provides direct support throughout the lifecycle to enable our Channel Partners to deliver SD-WAN-as-a-Service. During the initial phase, TELoIP would be taking the lead in design, CPE staging, provisioning, and operations support while training the Partner’s sales engineers and support teams in these areas.  During the on-boarding cycle our Partners evolve and become self-sufficient for these aspects, while TELoIP continues with ongoing support for Level 3 core-network escalations while continuing to provide full TELoIP management of the SD-WAN Cloud Gateway Controllers and the VINO Portal SD-WAN orchestration system.

We recommend collaboration between Service Provider and TELoIP to set up a proof of concept and lab testing, with specific real world simulations for running real-time voice and video conferencing on saturated broadband links.

For customer implementations, it is preferable to continue tight collaboration between Service Provider and TELoIP, and to deploy the solution during a pre-established service window.  Installing a pilot at a chronic trouble site is a great way to prove the value of VINO SD-WAN to both the partner and the end customer.  The TELoIP Portal includes remote validation and testing tools to verify installation for the site and links. Monitoring of new site installations begins on the day of the install and proactively connects to Partner and customer monitoring views.

In order to facilitate seamless cooperation and escalations between TELoIP and our Partners, all support teams have shared access to the same monitoring screens, troubleshooting diagnostics reports and management tools in the VINO Portal. Support incidents are clearly defined in the TELoIP Partner Agreement in 3 stages which align with the escalation process.  Level 1 and Level 2 support incidents are less severe and less complicated, and once trained; the Service Provider would be expected to handle these incidents.  TELoIP would initially support the Partner for Level 1 and Level 2 incidents through the initial 3 month on-boarding cycle.  TELoIP will have ongoing responsibility to handle all Level 3 incidents which encompass incidents that are not considered Level 1 or Level 2.   TELoIP Service Level Agreement is to provide 99.99% service availability to each customer excluding pre-established maintenance periods. For more detailed descriptions of incidents, escalations and service agreements please contact sales@teloip.com.

TELoIP manages software updates which would be handled remotely and all updates would be performed during pre-designated service periods to minimize any customer impact. These service periods are pre-designated though our Channel Partners working with their end-customers. There is no cost to our continued updates of in-service VINO Edge CPE platforms.

Anything We Missed?

We want to answer all your questions.  If there’s anything you’d like to ask, please contact us through the website chat or send an email to salesengineering@teloip.com.