ISP Upgrade and Install

Purpose

This document aims to define guidelines for upgrading ISP bandwidth and speed to support PIMS and Cisco Telephony implementation. This process is followed for any Thrive Pet Healthcare Partner on schedule for the PIMS upgrade to ensure the necessary implementation criteria are met.

Terminology

Communication

Throughout the ISP upgrade process, there are multiple points of communication. See ISP Communication Overview for more information. The ISP Broker begins this communication process after an internet request is determined. At each stage, the individuals included in this call/email may consist of:

Introduce the Upgrade Process:

• Practice Manager

• Practice Medical Director

• Network Services Team

• Advantage Communications Group (ACG)

• If the hospital is integrated < 90 days, contact the Integrations Manager or if the hospital was integrated > 90 days ago, contact the RDO and the Construction Team

Quote Discussion:

• Practice Manager

• Practice Medical Director

• Network Services Team

• Technology Senior Management

• RDO

Site Survey Scheduling:

• Practice Manager

• Practice Medical Director

• Integrations Manager if the hospital has integrated < 90 days or the RDO if the hospital was integrated > 90 days

• Network Services Team

Review of Construction:

• Practice Manager

• Practice Medical Director

• IT Senior Management

• Controller

• Facilities Team

• Local IT Team/Contractors

• Network Services Team

• Integrations Manager if the hospital has integrated < 90 days or the RDO if the hospital was integrated > 90 days

New ISP Cut-over:

• Practice Manager

• Practice Medical Director

• Integrations Manager if the hospital has integrated < 90 days or the RDO if the hospital was integrated > 90 days

• Network Services Team

• PIMS Lead Implementor

• Technology Service Desk

Termination of Previous Service:

• Practice Manager

• Practice Medical Director
  Integrations Manager if the hospital has integrated < 90 days or the RDO if the hospital was integrated > 90 days

• Network Services Team

• Technology Service Desk

• Utilities

• Any equipment for legacy services must be returned to the previous service provider

Existing ISP Evaluation

1. The Network Services Team supplies a list of hospitals to the ISP Broker or the ISP Provider if the hospital has a contract with the ISP Provider. This list is generated from:

   • PIMS upgrade priorities - cultivated from the PIMS schedule OR

   • New hospital Integrations - cultivated from the New Entity Spreadsheet

2. The Network Services Team communicates the expectations of ISP speed and service to the ISP Broker or directly to the ISP Provider

3. The Network Services Team communicates with the hospital by telephone or email:

   • The ISP process

   • expectations of the ISP upgrade as part of the Thrive standard and the step-by-step upgrade process

4. The ISP Broker updates a user’s information.

   • If the hospital can upgrade to its current carrier, the ISP Broker contacts the hospital with a marketing-approved email template. Then, proceed to the hospital-Initiated Upgrade below.

5. The ISP Broker provides the vendor and contract rates to the Network Services Team for review within one business day of receiving the quotes. In the case of existing account upgrades, a signature by the Legal department is unnecessary, and a new contract may not be generated.

6. Within 24 business hours, the Network Services Team and CIO Technology Senior Management review the available rates and contracts to accept or reject the terms.

7. The ISP Broker schedules weekly calls to discuss outstanding projects. Following each call, notes detailing the contracts concerned are sent by email.

   • If rejected, the project will be returned to the ISP Broker for alternative options.

8. Approval is granted or declined by the Practice Manager and the RDO.

   • If the hospital or RDO declines an ISP upgrade, Network Services will communicate that any complications encountered with telephony or PIMS require an upgrade.

Technology Department Assisted

Contract Generation

When the contract rates are accepted, the ISP Broker generates a contract with the following contact information:

1. If fiber is available, the ISP BROKER oversees the contract generation.

   • An interim broadband upgrade is provided if the PIMS upgrade date is scheduled before the fiber installation. can be completed, typically at least 90-120 days after the new ISP Provider has accepted the contract.

   • If an interim broadband upgrade is necessary while fiber installation is in progress, this broadband will become the hospital's backup failover.

2. The Legal and Supply Chain teams handle the contract's signature and return the signed document to the Network Services Team within three to four weeks of receipt.

   • For ATT and Frontier, Thrive Legal provides a signed Master Agreement.

3. The Network Services Team obtains landlord information with the assistance of the Senior Accountant or RDO/Integration Manager for select ISP vendors (Spectrum and Comcast)

   • The integration date determines the hospital's landlord communication process.

     • If the acquisition is less than 12 weeks, communication goes through the Integration team, OR

     • if the acquisition is greater than 12 weeks, RDO assistance is provided, if necessary.

4. The ISP Broker informs the new ISP Provider when the hospital is ready for installation.

5. The ISP Broker begins the ISP upgrade process by emailing the hospital and Thrive support team the workflow, including the projected survey, construction, and installation. The email will include:
   • Network Services Manager
   • Network Administrator
   • Strategic Supplier Relationship Manager
   • Practice Manager
   • Practice Medical Director
   • Accounts Payable Manager
   • RDO

hospital Initiated Upgrade

The hospital will initiate a local broadband upgrade if the PIMS upgrade is impacted by slow internet speed and fiber cannot be installed in time for Go-Live. The hospital must initiate all local upgrades due to account ownership. SLA for installation: Broadband 2-3 weeks; Fiber up to 120 days

1. If a temporary upgrade is available from the current provider and the PIMS upgrade is scheduled before a fiber upgrade can be completed, the ISP Broker and the Project Manager contact each other. The hospital is to initiate the upgrade.

2. The Practice Manager schedules the temporary upgrade and communicates the install dates and upgrade completion by email to:
   • Project Manager
   • Technology Service Desk
   • IT Broker

3. The ISP Broker may assist with a temporary upgrade if it is necessary to switch ISP providers.

4. The ISP Broker updates the dashboard with:

   • A temporary upgrade solution is available if the hospital receives a fiber upgrade after a PIMS upgrade.

   • The permanent solution is if the hospital is in an area where fiber is unavailable.

5. Any equipment for legacy services must be returned to the previous service provider.

ISP Survey

1. The ISP Broker schedules an initial on-site survey with the hospital to review the existing IT infrastructure and determine the steps for an internet upgrade.

2. The ISP Broker informs the hospital of the necessary construction needs for the fiber upgrade.

3. The ISP Broker informs the hospital, Thrive Technology team, and the ISP Broker of construction-related requirements.

   • If there are no customer requirements related to construction, the ISP Provider will continue ISP Installation.

Project Construction

1. The Thrive Technology Team discusses the projected construction with the Practice Manager and RDO and decides to continue with the upgrade or cancel the contract.

2. THE Thrive Technology Team contacts a contractor to request an estimate for construction as required by the ISP Provider.

3. The Thrive Technology Team, Practice Manager, and RDO decided to hire a Contractor to analyze the on-site survey performed in the ISP Survey and assess the construction needs.

   • If the Practice Manager and RDO decide against the Contractor survey, they contact the Thrive Technology team about the decision, and the ISP contract is canceled.

4. When the site survey is completed, the Contractor provides a Purchase Order to the Practice Manager, RDO, and Thrive Technology Team.

5. The Practice Manager and RDO accept this Purchase Order by submitting a requisition for construction to the Finance team.

   • If the hospital rejects the Purchase Order, it contacts the Thrive Technology Team with the decision, and the ISP contract is canceled.

6. The Controller or Finance Team accepts or rejects the requisition and contacts the Thrive Technology Team about the decision.

   • If the requisition is rejected, the Thrive Technology Team will cancel the ISP contract.

   • If the requisition is accepted, the Contractor begins construction and completes the project.

ISP Installation

1. The ISP Broker will obtain the ROE from the building Landlord for fiber upgrades. If the hospital is new and the acquisition is less than 12 weeks, utilize the integration Team.

   1. If the hospital is NPA <12 weeks, the Broker may request assistance from RDO to contact the landlord if necessary.

2. The ISP Provider schedules the new broadband/fiber service installation with the hospital.

3. Points of contact for the fiber contractors are:

   • Local Contact: Practice Manager

   • Technical Contact: Network Services Manager and Network Administrator

   • Primary Contact: Project Manager

4. The ISP Broker communicates with the Network Services team to create an IT Help Desk ticket with the Technology Service Desk to schedule a turn-up and switch over to the new circuit.

5. ISP Broker will communicate with the Network Services team:

   • End date of old service, if the old service is not used for backup failover

   • Start date of new service

   • The Network Services Team will inform Vervantis if there is any change in the billing

ISP Broker Dashboard and Communication

The ISP Broker is responsible for responding to any communication from Thrive Pet Healthcare in a timely manner and assisting Finance in managing the Workday integration with the broker dashboard.

1. If the hospital solicits an upgrade without Support Office assistance, the hospital will email ithelp@thrivevet.com to inform them of the upgrade.

2. The ISP Broker manages the initialization of the new ISP account and will help set up the invoice for Thrive Pet Healthcare, identifying initial installation/construction costs and monthly charges.

3. The ISP Broker manages the contract through the activation of internet services.

4. According to the attached invoicing SOP, the ISP Broker will invoice Thrive for service.

5. ISP Broker will direct Service Alerts to the Practice Manager.

Project Completion

1. The Network Services Team retrieves the static IP address, gateway address, and subnet mask from the ISP, ISP Broker, or ISP Broker tracker and re-assigns the existing turn-up/cut-over ticket to a specific Network Services Team Agent.

2. The assigned Network Services Team Agent will configure the Cisco Meraki firewall with a static IP address, gateway address, and subnet mask after communicating with the Practice Manager about the available open port.

3. The ISP Broker and ISP Coordinator with Local IT or All IT (a third-party IT Services provider) will perform the cutover with the hospital.

4. If no Local IT is used, the Network Services Team Agent will be reassigned to the IT Vendor Manager to perform the cutover.

5. The IT Vendor Manager updates Confluence with project notes for tracking.