The customer is a 75-person law firm located in the southeastern United States that traditionally outsourced their network, security, and desktop support to a local managed services provider (MSP). The customer averaged approximately 95 support tickets per month, and users complained of a slow and unreliable network at the office, as well as when working remotely.
The local MSP relationship had been a good one at first; the MSP was quick to respond to tickets and helped the customer upgrade their aging network and security infrastructure to help enhance the firm’s user experience and increase the overall level of security. The relationship between the customer and the MSP began to sour over time when the new hardware failed to provide any noticeable difference in performance and the customer was subsequently breached by a cyber security attack. The law firm’s tickets were fairly consistent in nature and seemed to be caused by continued inefficiencies in the network. The users were becoming increasingly more inefficient while attempting to work, and poor user experience had lowered their tolerance for the issue.
The firm administrator decided to give Driven Technologies an opportunity to take a look at the network and security architecture, to try to determine the root cause of the issues and provide a solution for the firm.
Driven Technologies’ analysis began with providing a physical and logical audit and assessment of the network and security devices to determine how packets flow through the network and how they are secured, determining three core issues that were to blame for the network performance issues:
- A poorly architected flat network
- A bottleneck created by a core device with a hardware limitation, and
- The customer was needlessly directing all traffic back to the core.
The solution was a network redesign, moving the customer away from a bottlenecked, flat 1GB, hair-pinned architecture, to a properly design and efficient split-tunneled 10GB network, streamlining the flow of traffic and better utilizing the equipment that they already owned. As part of their Managed Services solution proposal, Driven Technologies replaced the customer’s firewalls and exchanged their previous AntiVirus (AV) solution with an antivirus that was actually created by The Next Generation Firewall provider, allowing for better cohesion between the cyber security products.
The result was a better user experience, a reduction of tickets from approximately 95 tickets per month to an average of 17 tickets per month, and a more robust security posture.