I use the services for network security, which ties in with my firewalls and what is shared internally and externally.
Proactive reporting enhances network security
What is our primary use case?
What is most valuable?
It's really difficult. When I start going with the larger players, it becomes a comfort level. It becomes about the reporting, the dashboarding, and the proactiveness from a reporting perspective.
It addresses the implementation schedule and team structure.
What needs improvement?
Client support and reporting need improvement. A more proactive than reactive approach to issues or events is necessary.
What do I think about the stability of the solution?
Stability is questionable. They fluctuate in size, which is inherent in the industry.
What do I think about the scalability of the solution?
Scalability is critical.
How are customer service and support?
Customer service is dependent upon account teams. It varies from one client to the next and is inconsistent. It's not about the payment, rather, it's about the size of their spending. For instance, a small shop at the end of a street compared to an IBM, with IBM spending significantly more, receives more support. Is that fair? I think a client is a client.
How would you rate customer service and support?
Neutral
What's my experience with pricing, setup cost, and licensing?
I demand from an SLA, and this is where the contracts come into play. I write contracts, develop improved SLAs, improved rates, terms, support, and turnaround times. That's where I add the most value, in setting clear expectations. Lumen pricing is aggressive, surpassing companies like Verizon or AT&T, whose arrogance and poor support levels are issues for me.
Which other solutions did I evaluate?
If I'm spending half a million dollars a month or more on telecom IT services, then I'm a fit for them. They are good and fine, however, not necessarily the number one choice for me. It's a component.
What other advice do I have?
I see clients as not only on financials and also on their type and size within the corporate environment. As an example, Verizon evaluates clients based on spending. A Fortune Ten company billing $20,000 dollars monthly with Verizon is still considered small. That's very flawed. Small business accounts receive no special support; they have to call a regular number and navigate through layers of automation. Large clients spending $200,000 have special numbers for immediate attention.
I give them a rating of eight out of ten.
