The question asked by those who switch to tw telecom isn\'t "Why tw telecom?" but rather "Why didn\'t we switch to tw telecom sooner?" That\'s because we see it as less of a business-to-business transaction and more as a people-to-people dedicated partnership.
2. A Unique Set of Network Assets
Over 27,000 local and regional fiber route miles across 75 markets
Nearly 15,500 buildings with fiber based services and connectivity
National footprint interconnected with fiber and 10 Gig IP backbone
2
3. We Have A Fully Differentiated Asset
• Massive Local Optical
Network
Connecting nearly 15,500
enterprise buildings
Largest competitive fiber
based provider (lit
buildings)
True fiber based
alternative to the
incumbent
Managed Quality of
Service
Robust portfolio of
services
3
4. Strong Financial Performance
• 2011 Financial Results Our Revenue Mix Is Increasingly
• $1.367 Billion in Revenue Enterprise Focused…
• $497.7 Million in POSITIVE M-EBITDA
• $91.3 Million in Levered Free Cashflow
• $57.9 Million in Net Income
• 2.0% Sequential Revenue Growth
• 7.4% Y/Y Revenue Growth
• Financially Disciplined
• EBIDTA Positive since 1999
• Manageable Debt Structure
While Data & IP Revenue Grew 18.2%*
• $484.9 Million Cash and Equivalents on
2011 over 2010
Hand
tw telecom 4Q/EoY2011 Results
• Investing 20-25% of Revenues in Capital
*(1) Adjusted revenue for end of year 2011 and 2010.
Expenditures, the majority of which is to (2) For a reconciliation to GAAP related numbers please see the supplemental
earnings information on the Company’s website, www.twtelecom.com.
reach enterprise locations
4
6. tw telecom – A Corporate History
Time Warner Time Warner Telecom announces
Time Warner Telecom
Communications expansion into 5 new markets -
Time Warner launches Metro
Formed as a JV Minneapolis, Chicago, Atlanta,
Ethernet product
between U S WEST Telecom separates Columbia, Denver
portfolio (March, 2003)
and Time Warner to from Time Warner (May, 2000) Time Warner
deliver residential Telecom rebranded
Cable
cable telephony Time Warner Telecom
(April, 1993) (July, 1998) “tw telecom”
Larissa Herda named completes purchase of GST
Communications, completing
(March, 2008)
President and CEO of
Time Warner Telecom expansion into 15 new markets
(July, 1998) (January, 2001)
1993 1996 1998 1999 2000 2001 2003 2006 2007 2008
Time Warner
Time Warner Time Warner Telecom
Communications renamed Time Warner Telecom
Telecom completes secondary
Time Warner Telecom completes Secondary
acquires ISP offering eliminating
offering raising $925M
inc.net controlling shareholders
(April, 2000)
(Sept, 1998) becoming fully
independent (Sept., 2006)
Time Warner
Telecom completes
offering of $400M in Time Warner
Telecom completes Time Warner Telecom
High Yield Notes Time Warner Telecom
acquires Xspedius
(July, 1998) IPO raising $290M completes becomes
Communications, completing
(May, 1999) EBITDA Positive
expansion into 31 new
(2Q99)
markets (October, 2006)
6
7. Critical Differentiators
• We operate our own fiber network
• Over 27,000 route miles of fiber – over 70% within the
metro
• Ability to construct unique footprint, scale bandwidth,
deliver robust array of network services
• We offer a robust set of products and services
• Industry leadership position in Ethernet Services – metro
and wide area
• We strive for world class customer care
• Local management – sales & operations, coupled 2
national operations centers create a unique coverage
model
7
11. Co-location Services
Localized Disaster Recovery & tw telecom Customer Site
Business Continuity Strategy and Co-Location Cabinet
Co-location services include:
• Dedicated Internet Access
• Storage Transport
• Private Line Transport
• IP VPN
• Native LAN solutions
• Local dial-tone
• Business continuity
• Hardened / central office facility
Optical & IP Network
• Communications
• Power (Generator & UPS)
• Security
• Fire Detection / Suppression
• Environment / HVAC
11
12. Our Ethernet Position
• Leading & innovating with our Ethernet &
IP strategy
• Growth engine for enterprise business
• Taking share from the incumbents
• Leveraging our fiber footprint and
connected buildings
• Nearly 15,500 fiber connected buildings can
have Ethernet Services
• Delivering a differentiated value
proposition
• Highlighting convergence
• Delivering Data, Internet AND Voice over IP
• Industry Leader
• 2011 Frost & Sullivan Growth Leadership
Award for Retail Carrier Ethernet Services
• 2010 MEF 9 & 14 Certification
• 10 Gig, Fractional 10 Gig, Long haul
• 2006 Awarded “Best in Class” for metro
Ethernet Services -Atlantic ACM
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13. Fractional 10 Gig Ethernet Services
2 Gig Ethernet for
Servers, Storage
4 Gig Ethernet for
Telepresence, Storage
A Unique tw telecom Offer
IP Access 4 Gig Ethernet for
Telepresence, IP Access
Fractional 10 Gigabit Ethernet Access (2 to 9 Gig)
offering more cost effective capacity, scalability, &
Class of Service to support growing Enterprise
bandwidth demands for multiple, differing
10 Gig Ethernet for
applications Data Center Apps
MPLS, IP Access
Central Office
Storage & Server
Systems
2 Gig Ethernet for
13 Telepresence, Office Apps
IP Access
14. Ethernet Ecosystem
On-Net Access
-Nearly 15,500 On-Net
Enterprise Buildings
Cloud Access
•Industry Leading Ethernet
~ 350 3rd Party Data
Services Portfolio
Centers
•World Class Customer Care
•27,000 Fiber Miles
- Ethernet NNI
- Special Access
Internet Platform Enterprise
Networking
Local Reach - Thousands of
-Access to 50%+ of all U.S. Global Reach
-Top 10 Most Connected Internet Backbone Enterprise owned
Businesses Corporate Data Centers
-MPLS IP VPN Partners with Global Reach
14
16. IP Network Services
• Variety of Connectivity - DS-1 to 10 Gigabit Ethernet
• TDM Services to T1 to OC-N
• Ethernet – Available in Fractional and Burstable
• From 2 Mbps to 10,000 Mbps
• Robust Service Suite
tw telecom - one
• Dedicated, Switched Solution Options
• Service Level Commitments
of the 10 most
• 24 x 7 support – Locally, Nationally
interconnected IP
• Primary, Secondary DNS, BGP support
networks
WorldWide
• Bandwidth Performance Reports
16
17. IPv6 from tw telecom
• tw telecom has been successfully implementing
customer solutions with IPv6 since 2008
• tw telecom uses a dual-stack arrangement, where both
IPv4 and IPv6 traffic are handled across the same
Internet circuit.
• A single direct network will be assigned a /64
• /64 is size of today’s IPv4 Internet – squared!
• A network with a routed connection will receive a /56
• /48 available with documented support provided to ARIN.
• BGP is supported with Provider Independent space. These
/48 netblocks may be requested directly from ARIN.
• Customers may tunnel IPv4 / IPv6 networks directly
17
18. tw telecom VPN Solutions
• MPLS Standards Based
• RFC 2547 Compliance
• Fully Meshed Architecture
• Entirely Scalable • Compliments Ethernet WAN (City-
• TDM - DS-1 to OC-12 (622 Mbps) to-City) Solutions
• Ethernet to Gigabit (1,000 Mbps) Speeds • Business Class Capabilities
• Wide Applications Support • Branch Office Connectivity
• 5 Classes of Service supporting Best Effort to • Multimedia Support
Latency Sensitive Voice, Video • VoIP
18
19. Converged Services
Fully integrate Voice (lines, & PRI or Digital
Trunks), secure Internet access, IP VPN and
managed services onto a single IP connection.
19
20. Managed Services
• Service provides full ordering, provisioning, maintenance and management of customer edge router
equipment
• Delivered in conjunction with tw telecom’s data service portfolio – Metro and National Ethernet,
Internet Access, MPLS IP VPN
• Foundational capability for ongoing converged applications networks
• To deliver Internal Data, Internet Access, Voice
20
21. Managed Security Services
CPE-Based
Included Features:
• L3SPI Firewall
• Customer defined security policies at • Comprehensive Security
customer premise Consultation
• DDoS protection (limited to premise – doesn’t
protect bandwidth) • Installation of Service
• Point-to-point data encryption via IPSec VPN (inclusive of on-site technician
• Network Address Translation for CPE installation)
• 24x7x365 Monitoring and
Response
Network-Based • Dedicated Team of Security
• L3SPI Firewall Professionals
• “Clean-pipe” to the premise via customer • Policy Change Management*
defined filters employed in the core • Monthly Executive Report*
• DDoS Mitigation through static filters • Service Level Agreements
• Augments CPE security solutions
• Allows higher efficiency of existing security
tools
• Allows complex features to be used at the
network edge
*Inclusive with Premium level service, additional
21 charge for Business level service
23. Managed Security Services (DDoS
Mitigation)
DDoS Mitigation Service Included Features:
• Available in two options: • Comprehensive Security
• “Clean-bandwidth” via a combination of Consultation
‘learned’ traffic behaviors & alarmed • Installation of service (non-
customer defined thresholds for an entire
intrusive)
circuit
• “Clean-IPs” via a combination of ‘learned’
• Proactive monitoring with
traffic behaviors & alarmed customer defined customer confirmation and
thresholds for a specified IP Address mitigation of attack
• Adapts to a dynamic data environment • Dedicated Team of Security
• False positives eliminated through ‘attack Professionals
verification’ by tw telecom’s Security • Policy Change Management
Operations Center • Reporting Portal providing detailed
• Attacks blocked closest to origination of and executive service reports
attack as technically feasible (furthest from • Service Level Agreements
the customer premise)
23
24. IP Backbone Value Summary
• National Footprint with “Best of Breed” infrastructure
• Multiple 10 Gb/s backbone links
• Diverse / Redundant Network Connectivity
• Within Network Backbone
• To Customer Premise
• MPLS used within the core increases performance,
enables additional services
• 60% utilization target for backbone links and
connections.
24
28. tw telecom’s Intelligent Network
Real-time, granular visibility of application traffic
Applications Aware and the ability to adjust prioritization by specific
Networking application on the fly to optimize performance
and minimize non-business impacting
bandwidth consumption.
Cost effective, on-demand, dynamic bandwidth
capacity when and where you need it allowing
Dynamic Capacity your network to adopt to specific application
traffic demands
Easy access to end-to-end network performance
metrics including utilization, CoS, latency, jitter
and packet delivery to assist with planning, trouble
Enhanced Management
shooting and fine tuning your network for
optimal application performance. Backed by
comprehensive performance SLAs
28
30. The Capabilities of Intelligent Networks
Visibility
Applications Aware
Networking
Dynamic Capacity
Doorstep-to-Doorstep real time visibility
Granular visibility segment by segment
Enhanced Management Ability to detect network congestion
Ability to make real time network decisions
30
31. Customer Network
Click to Export Data
Choose Class
of Service
Key Metrics
by Location,
Sort Ascending or
Sample Summary Report
Descending
Click to View Site Click to view
Choose Time Frame
Specific Charts POP to POP Metrics
31
32. Site Specific
• Actual data for a
specific site:
• Bandwidth
Utilization
• Jitter
• Latency
• Packet Delivery
• Measures
Premise to POP
traffic
• Reports available
hourly, daily,
weekly or monthly
• Data presented as
frequent as every
5 minutes
• Easy export to
Excel
32 Sample Latency Report
33. The Capabilities of Intelligent Networks
Telepresence Storage
Applications Aware
Networking
• Ability to add “on-demand” capacity
Dynamic Capacity
• When & where customers need it
• More cost effective than fixed capacity
• Improved ROI - pay for what you use
Enhanced Management
33
34. Dynamic Capacity*
• Ordering interface via
MyPortal (prototype)
• Allows customers to
scale to line rate
• Provides appropriate
budgeting information
• Real time performance
management
• Highlights bandwidth
utilization during
increased consumption
period
34
* Prototype and proposed user interface screens
38. Our VoIP Product Strategy
• Rapidly develop and implement new services that create new and
incremental value for our customers
• Cap Legacy Switching Infrastructure – Grow Next-Gen Capabilities
• Implemented Traditional Services
• Implement Value Added Services
Packet/IP Infrastructure Gateway End User
Unified Messaging
Digital Trunks IP Trunks Multimedia Conferencing
PRIs Voice VPN (Site-to-Site) Hosted Telephony
Long Distance VoIP Virtual Number Service Distributed Call Center
Disaster Recovery VoIP “Features” to Digital PBXs Mobility
International Termination VoIP Network Peering IM, Presence Management
Calling Cards Next-Gen IAD WiFi Integration
HD Voice
Lower Cost Voice Convergence Value Added Applications
Current Capabilities Future Opportunities
38
41. Customer Experience Strategy
tw telecom’s commitment to customer service excellence is based on:
• passionate people in local and national customer service roles
• customer service choices personalized to your preferences
• voice of the customer programs that help us capture customer feedback
and use it to improve the service we provide
With every customer interaction, we strive to Listen, Collaborate and Improve
41
42. Passionate People
Over two-
thirds of our
employees are
dedicated to
customer
service
42
43. Unique Approach to Customer Care
STRONG LOCAL OPERATIONS AND MANAGEMENT TEAMS
Network Application Customer Project Provisioning Maintenance &
Organization Management Installation Repair
• Applications • Comprehensive • Local Operations • Pro-Active Network
Engineering Project Management Implementation Monitoring
• Solutions Design • Implementation • National Provisioning • Centralized Trouble
Coordination Ticket Coordination
• Consultative • Testing
Approach • Local Field • Service Assurance
Engineering • Proactive Status Follow Up
• Network
Documentation • Proactive Status
43
44. My Portal – Transactional Services
tw telecom
• Comprehensive services “dashboard”
• Allows customers to track and manage ongoing business with tw telecom
• On-Line access to variety of activities
• View Invoices, Pay Bills, Track Orders, Manage Circuit Inventory, Initiate and Manage
Trouble Tickets
• Delivers proactive level of customer care to facilitate a better service experience
44
45. My Portal - Performance Portal
• Network performance
data delivered
graphically to highlight:
• Network bandwidth
utilization
• Quality of network
services
• Enabling applications
management
• Compliments existing
enterprise network
management infrastructure
to improve total service
management
• Circuit by circuit level detail
for Ethernet, MPLS IP VPN,
Internet Access services
45
46. Voice of the Customer
•Customers consistently said that tw telecom provides a
superior customer experience compared to the other
telecommunications providers they work with
*tw telecom and competitor satisfaction ratings from tw telecom's September 2009 Customer Relationship Survey
46
47. Voice of the Customer Program
• External validation - Top 10
Finalist for Forrester Voice of
Customer (VoC) Award
• Cultural employee embracing
of VoC through training and
incentives
• Selling the VoC as critical
pillar in CE strategy -
empowering Sales to have a
different conversation with
customers
• Vision:
• Master the improvements
• Skip the plateau Award winners: American Express, CDW, Dell
• Jump start innovation
47
48. Examples of Our Satisfied Customers
Public Sector Health Services Professional Services
Financial Media & Information Industry Leaders
48
50. tw telecom
• tw telecom’s nearly 20 year Track Record of
Success Means…
• Financial Strength to Grow
• Product and Service Innovation
• Industry Leading Data & IP Services
• Metro Ethernet, IP Networks, VoIP
• Broad Fiber Optic Reach
• Over 27,000 Route Miles of Fiber
• Metro Ethernet available to nearly 15,500
Buildings in 75 Markets
50
We’re also continuing to innovate and leverage our fiber networks. We’ve recently introduced a Fractional 10 Gig Ethernet service that gives customers the bandwidth they need, where they need it, without having to buy the entire 10 Gig of bandwidth. Some others offer 10 Gigabit Ethernet, but the way they deliver the service they have to build each circuit on a custom basis, dedicating the electronics and fiber just to that customer. And the customer has to take the entire 10 Gig, even if they only need 2 or 4 Gig. With this unique service offering – we don’t know of any other provider delivering this service this way – customers can have 2 Gig at a Regional office, or they can have 6 Gig at a Disaster Recovery site, or they can have 10 Gig at their data centers. We continue to see customers needing more bandwidth at locations that are larger. This unique service offers the flexibility customers need at price points that meet their budgets. This is how we win customers and grow our share.
IT Customers for a long time have had full control over their servers and storage, their local area networks and their application development and delivery. This has resulted in an the IT manager’s ability to deliver a secure, scalable and predictable network experience when enabling applications for their users. When their users hit the “enter” button, the IT manager knows how that application will perform and what the user will experience Today’s IT environment is now being challenged with the introduction of Cloud Computing. The IT manager likes the idea of Cloud Computing for its ability to expand infrastructure quickly, support an applications environment for short term and without capital investments in new infrastructure – servers and storage. Cloud is appealing for its “pay as you go” economics The problem with using Cloud Computing is that the IT manager starts to lose control over the applications environment. The servers and storage reside in a data center somewhere outside the control of the IT manager The connection to the data center where the cloud applications reside are often times reached only through the Internet The Internet cannot deliver a secure or predictable network environment The network plays a key role in enabling Cloud Computing This is the key link in the service delivery chain that supports the application delivery to the end-user The network must perform to particular service levels in delivering the application.
The cloud business is evolving into 3 different models The first model for cloud computing is what we refer to as “the Walled Garden” approach Here we have telcos that are getting into the Cloud Computing business either by building it out themselves or by buying Cloud companies The theory here is that you would have the cloud service and network offered by 1 company. The problem with this is Telcos have never been good at building IT applications And with a walled garden, when there is a new application that arises it takes time for the provider to integrate that application into the walled garden The walled garden approach is slow and may not offer the applications or services the enterprise is looking for. The second model is a Best of Breed applications approach Here we have great applications like Salesforce.com or Amazon Web Services or Rackspace. The problem is that none of these providers have a network to deliver their applications over. They ask the enterprise to use the Internet to have access to their applications. The CIOs we speak with say that using Cloud Computing services over the Internet is just a science experiment. They want and need a secure, scalable and predictable network experience to use these applications. The third model is one tw telecom is promoting. It leverages a secure, scalable and predictable network experience to access the Best of Breed applications that reside in the 400 of our own colos and 3 rd party data centers already connected to our network This is The Intelligent Network.
Begin with the foundation – Ethernet platform expertise / Resiliant networks / Reach / One network platform This unique combination of network intelligence allows tw telecom customers to forecast, plan and adapt their networks to harness their mission critical applications more efficiently. Intelligent networks give you the visibility, flexibility, and control you need to easily manage your application performance in a distributed IT environment.
The Intelligent Network – a service suite being developed and delivered uniquely by tw telecom – enables a secure, scalable and predictable network experience for the IT manager to implement a Cloud Computing services strategy and deliver those applications to their end-users. The service suite includes: Enhanced Performance Management. This is where the customer is able to view their network performance – each segment along the path – in real time to see how the applications can perform over the network. This is unique in the industry Dynamic Capacity. This allows the customer to scale their bandwidth over our Ethernet network to increase capacity real time (immediately) when the applications environment requires it. Applications Aware Network. The third phase of our Intelligent Network is to give customers real time access and ability to reprioritize their traffic across the network and move traffic around to meet the needs of the business critical applications.
Enhanced Performance Management. This is where the customer is able to view their network performance – each segment along the path – in real time to see how the applications can perform over the network. This is unique in the industry
Dynamic Capacity. This allows the customer to scale their bandwidth over our Ethernet network to increase capacity real time (immediately) when the applications environment requires it. Most people in the industry refer to this capability as “bandwidth on demand”. In the first phase of our deployment of Dynamic Capacity, the customer will have the ability to go to our portal and turn up the bandwidth they need – up to the line rate of the bandwidth – and the network delivers the incremental capacity immediately. In the second phase of our deployment of Dynamic Capacity, the customer will have an application or network condition that will automatically increase the bandwidth required to support the application. For example, if the network is say 80% utilized, the customer may want to automatically increase capacity by 20%. Another example would be for Telepresence video conferencing. Telepresence requires an incremental 20 Megabytes of bandwidth during the video call. When our network sees the telepresence call set up, we would allocate the required incremental bandwidth, and when we see the customer “hang up” the telepresence call, we would take the bandwidth back down to the normal levels. We would do this automatically and immediately.
Applications Aware Network. The third phase of our Intelligent Network is to give customers real time access and ability to reprioritize their traffic across the network and move traffic around to meet the needs of the business critical applications. We intend to give the customer the ability to constrain or mitigate traffic that would take network resources away from business critical applications. For example, when the customer is running a storage or PeopleSoft process, we would give the customer the ability to prioritize those applications while we mitigate or constrain general traffic like YouTube or iTunes traffic. This way, the customer has the network resources they need to best manage their business critical applications environment.
- empowered to advise and collaborate on delivering solutions to meet your needs
3 mins And this year, we received that external validation of our leadership position from Forrester Research. And we’re in good company There are numerous Success Criteria for a Mature Voice of the Customer Program that we have obtained from objective practice consultants: Executive Sponsorship Financial Results Cultural Adoption Operational Adoption Lara to add One of the innovative leading elements of our program is our cultural adoption – one of the harder elements but easier here because of the culture Larissa nurtures from the top down We are selling this – this gives us a new conversation to have with customers But our program is not without challenges – we need to skip the plateau and jump start innovation