Office f Infrmatin Technlgy Services Service Level Agreement Wide Area Netwrk (WAN) January 16, 2014 v2.2
Service Descriptin Wide Area Netwrk (WAN) Service Descriptin The Wide Area Netwrk (WAN) service ffers statewide Internet Prtcl (IP) data cmmunicatins cnnectivity at cmmercially available rates t any authrized gvernment entity. The managed WAN service cnnects the custmer s Lcal Area Netwrk (LAN) t ther custmer lcatins, ther state agencies (including ITS), and t the Internet using the state netwrk. ITS will prvide cnsultatin t aid in the selectin f data services. Service Types: Guaranteed Symmetrical guaranteed bandwidth tiers Best Effrt Asymmetrical n guaranteed bandwidth tiers Service cmpnents include: Redundant cre netwrk infrastructure Redundant high capacity access t the Internet Last mile transprt Symmetrical (Fiber, Ethernet, and Frame Relay) Asymmetrical (DSL, Cable, and Cellular 4G) All equipment required t interface service with custmer LAN IP addresses fr each device Dmain Name Service Enterprise Services Access Pint - which is a centrally managed secure access fr all ingress/egress traffic t/frm agency virtual netwrking private ruting dmain(s). Service Cmmitments The general areas f supprt (such as Incident and Change Management) applicable t every ITS service, are specified in the ITS Glbal Service Levels dcument. WAN Service is defined as: netwrk cnnectivity assciated with each individual remte custmer premise lcatin (site) subscribing t service. WAN Service metrics are measured mnthly and site specific, but reprts are aggregated at the agency level. WAN service fllws the respnse and reslutin times described in the Glbal Service Levels dcument, with the exceptin f Best Effrt services delivered via asymmetrical bradband technlgies. Vendr supprt fr these technlgies varies, preventing ITS frm meeting the target reslutin times. Therefre, the Service Level Agreement: Wide Area Netwrk (WAN) Page 2
ITS Respnsibilities respnse and reslutin times fr incidents fr Best Effrt (asymmetrical) services will crrespnd t a lw pririty and services are delivered as best effrt. WAN Service-specific Availability Targets Guaranteed (Symmetrical) Target Service Availability is 99.5 % Mean Time T Respnd (MTTRSP) 1 Hur Mean Time T Repair (MTTR) </= 4 hurs (n dispatch) Mean Time T Repair (MTTR) </= 8 hurs (dispatch required) Best Effrt (Asymmetrical) Service Delivered as Best Effrt Hurs f Availability This service is available t custmers 24 x 7 and adheres t the maintenance windw schedule listed in the ITS Glbal Service Levels dcument. In additin t the standard ITS maintenance windws, site-specific and servicespecific changes may be crdinated with custmers at nn-standard times. The ESAP services maintenance windw is frm 12:00 a.m. t 3:00 a.m., daily Each telecmmunicatins vendr has standard maintenance windws that apply t circuits. While these windws vary by vendr, they are between midnight and 6 a.m. daily. ITS Respnsibilities Service prvisining typically within 90 t 120 days If cnstructin is required, estimate 120 t 180 days frm date an rder is submitted depending upn extent f build When vendr negtiatins are required, additinal time may be necessary (t deliver service). ITS will cnfigure and supprt the ruter device installed at the custmer premise ITS will maintain the installed ruter device with the latest security patches and sftware releases, accrding t vendr recmmendatins 24 x 7 centralized mnitring and management via ITS Netwrk Operatins and the ITS Service Desk Custmer Respnsibilities Crdinate service installatin with the access service prvider Service Level Agreement: Wide Area Netwrk (WAN) Page 3
Service Level Agreement Scpe Prvide the prper cnnectivity frm the custmer LAN t the WAN service cmpnents Prvide a 24 x 7 pint f cntact fr ITS t cntact fr reprting and crdinating utages r emergency maintenance Cntact the ITS Service Desk t reprt prblems r request assistance Adhere t the State Netwrk Acceptable Use Plicy Service Level Agreement Scpe This agreement specifies nly the standard peratinal service cmmitments and respnsibilities f ITS and its custmers. Custmer-specific deviatins frm these cmmitments and respnsibilities will be specified in an accmpanying Memrandum f Understanding. Service rates are utside the scpe f this agreement and are specified in financial dcuments. Service Level Agreement: Wide Area Netwrk (WAN) Page 4
Custmer Signatures Signatures f Apprval and Agreement Date Custmer Signatures Agency Head r Designee: Agency Chief Financial Officer: ITS Signature State Chief Infrmatin Officer: Chris Estes State CIO Service Level Agreement: Wide Area Netwrk (WAN) Page 5