Meraki Managed Service Description

Overview of Services

As WANGANJIETONG INTERNATIONAL LIMITED continues to grow and expand, the company's technical capabilities 

have also improved and become more refined. To provide our users with faster and more comprehensive professional services, 

WANGANJIETONG INTERNATIONAL LIMITED has established a robust technical team to share our experiences and 

technological achievements with our clients.

WANGANJIETONG INTERNATIONAL LIMITED boasts a large number of professionally certified engineers with many years of 

rich experience. We offer a wide range of services including consulting, project planning, network design, software and 

hardware system integration, professional training, project implementation management, system maintenance, and 7×24×365 

hotline support. Our standardized service system structure relies on unified online project management systems and service 

tracking management systems, providing a solid foundation for customer service.

Service Content

1.Managed Services: This is a suite of multi-technology management services built on ITIL standards. It includes setting up 

backup and recovery services, network monitoring, risk warnings, troubleshooting, incident management, change management, 

and performance reporting.

2.Service Requests Handling: Based on agreed forms (hotline calls or emails) with customers, we accept service requests such 

as fault reports, hardware repairs, on-site support, complaints, and suggestions. These requests are managed through a 

dedicated service management system to ensure smooth case handling.

3.Network Monitoring via Meraki Cloud Platform: We monitor customer networks using the Meraki cloud platform, promptly 

identify issues, generate warning reports, create work orders in the system, and notify customers. If risks fall outside the scope

 of purchased services, WANGANJIETONG will provide advice to help resolve these issues.

4.Quality Assurance Meetings: To ensure high-quality service support and smooth service delivery processes, regular meetings 

are held to discuss work order resolutions and reporting status, service levels, and change recommendations. Services can be 

delivered either on-site by technical engineers or remotely via WANGANJIETONG’s existing network environment.

5.Response Times for Alarms:

MTTN (Mean Time to Notify): Fastest 0.5 hours, latest 1 hour. Measures the average time taken to notify customers about issues 

within their subscribed services from the moment an alert is generated, typically via email or phone.

OTRS (Onsite Response Time Start): Fastest 1 hour, latest 4 hours. Refers to the time when support personnel arrive on-site after

 determining the need for on-site intervention.

MTRS (Mean Time to Restore Service): Fastest 2 hours, latest 8 hours. Measures the total elapsed time from resource disruption 

to service restoration.

Business Outcomes

1.Risk Reduction: By identifying potential problems in the customer environment and opportunities for remediation, operational 

and business risks are reduced and mitigated.

2.Enhanced Security: Strengthen overall security posture by improving security configurations, policies, and controls. Identify 

gaps in the security portfolio and architecture and provide recommendations for corrective actions.

3.Digital Transformation: Accelerate the adoption of digital technologies and functionalities, enabling new business models 

through digitization and enhancing operational processes via automation, data collection, and tool improvements.

4.Improved User Experience: Enhance customer satisfaction, loyalty, and convenience in conducting business, reducing the 

impact of business disruptions for customers.