What should be included in managed WAN?
The short answer
A managed WAN scope should identify each location, internet circuit, gateway, and business application being supported. Define routing and backup-service expectations, monitoring, incident ownership, carrier escalation, and customer responsibilities. Include agreed failover tests, reporting, contract ownership, and support targets, with response expectations clearly distinguished from any restoration commitment.
Answered by Jim Mazzarella, CEO & Managing Partner
Map service ownership at every handoff
Identify who contracts with each carrier, pays recurring charges, manages the gateway, and opens or follows carrier tickets. List applications with special connectivity needs and assign responsibility for their configuration. Ask what remains outside the managed service, including local power, internal networks, or third-party application support.
Define normal and disrupted operation
- Circuit inventory, site handoffs, routing requirements, and backup-service scope
- Monitoring checks, alert review, incident priorities, and escalation contacts
- Approved failover and recovery tests using important business applications
- Carrier coordination, customer notifications, and outage-reporting deliverables
- Support hours, service targets, contract terms, exclusions, and transition records
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