Enhancing Operational Efficiency with our L1 & L2 Managed Services for Fortinet Infrastructure

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TECHNOLOGIES USED

FortiGate Firewall

Fortinet Switch

FortiGate Access Points

GOALS

Provide L1 & L2 managed services support for LAN, WAN, and WLAN across 49 sites in the U.S.

Support a technology stack consisting of FortiGate Firewall, Fortinet Switch, and FortiGate Access Points.

Ensure a 16-hour, 6-day-a-week support window with shift timings from 6:00 AM EST to 10:00 PM EST.

Meet SLAs for incident ticket resolution, with specific timelines for different priority levels (P1 to P4).

Implement reporting mechanisms, including daily incident reporting, weekly KMDM reporting, and ad-hoc reporting as required.

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’s network environment spanning 49 locations in the United States. The scope included managing Fortinet technology stack components, comprising one Firewall, one LAN switch, and two Access Points per site. The challenge extended to ensuring adherence to a 16-hour, 6-day-a-week support window and meeting stringent SLAs for incident ticket resolution.

SOLUTION

We collaborated with the client to deliver a comprehensive solution to address the outlined challenges. Key elements of the solution included

Resource Deployment

Our engineers were onboarded in the client’s network to provide remote support.

SLA Adherence

Strict adherence to SLAs for incident ticket resolution, ensuring quick responses and resolutions based on priority levels.

Reporting Mechanisms

Implementation of daily incident reporting, weekly KMDM reporting for additions/modifications, and ad-hoc reporting as needed.

Scope Management

Clear delineation of scope, including L1 & L2 troubleshooting and resolution, while excluding design changes, service requests, and procurement activities.

RESULT

The collaboration between the client and us resulted in the successful delivery of L1 & L2 managed services support for the customer’s Fortinet infrastructure across 49 sites. The project achieved its goals of maintaining a 16-hour support window, meeting SLAs for incident resolution, and implementing robust reporting mechanisms. Enigmatics’ remote support from India allowed for efficient troubleshooting and resolution, contributing to enhanced operational efficiency. The commercial model ensured flexibility with change requests while maintaining a minimum project duration of 6 months. The success of the project was evident in its seamless execution, setting a benchmark for managed services in complex network environments.