A Checklist for Evaluating Managed Network Services

A managed network service is the day-to-day running of links, Wi-Fi, firewalls, and the tickets they produce. IDEANET sells that as managed services, next to consulting, implementation, and a custom statement of work. The checklist below is what to put in the request before you compare vendors.

Scope first. Which sites, which circuits (dedicated internet, VPN, broadband), and which devices (router, firewall, access point) are in the monthly service. Anything unlisted will be a project later. Say whether backup links and SD-WAN policy are included.

Escalation second. Who answers, at what hours, and which office sends a person. IDEANET's helpdesk can be reached at [email protected] and (021) 150188, with field coordination from Jakarta, Surabaya, and Bali. Hours and a visit are not the same thing. Ask which of your sites get a visit and from where.

Monitoring third. You should be able to see that a link was down, not only receive a monthly summary. Ask what is logged, who can read it, and whether a change on your firewall is recorded. Security monitoring, including firewall, WAF, anti-DDoS, and endpoint detection, is a separate line if you want it. Do not assume it rides along with "managed Wi-Fi."

Commercial terms last. Response targets, credits, and price belong in the statement of work for that customer. IDEANET does not publish a universal SLA or a rate card. CapEx-to-OpEx is an option when you want the service as an operating cost. Ask for it explicitly.