Description
Managed Internet services are OTIS-provided internet services to users of the state network via redundant connections to multiple separate internet Service Providers (ISP), ensuring high levels of availability.
Managed Internet services are designed to offer additional redundancy that is not typically provided through a single ISP.
- Key Features and Benefits
- All services are delivered in compliance with the State of South Carolina's information security policies, as presented in SCDIS-200.
- Internet performance from an end-user perspective may vary based on the facility's location, existing/local infrastructure within the building, geography, customer premises equipment (CPE) capabilities, and the managed internet subscription level chosen by the customer.
- Multiple layers of security are provided by the state's edge firewalls, intrusion detection systems (IDS)/intrusion prevention systems (IPS), security information and event management (SIEM) logging, distributed denial of service (DDoS), etc.
- Flexibility to add bandwidth easily and quickly.
- OTIS will provide guidance to customers in estimating internet data usage to ensure the customer’s budget estimates for this service are consistent with the customer’s forecast growth trends and can be fulfilled by OTIS.
- OTIS brokers services and manages vendor relationships with multiple preferred internet service providers to ensure redundant connections.
Service Scope
- Support and Administration
- Support for the customer’s initial access to OTIS’s qualified internet service providers.
- Incident resolution services through the Division of Technology Operations (DTO) Service Desk.
- OTIS provides monitoring and alerting on the Managed Internet service 24x7x365 (24 hours a day, seven days a week, 365 days a year).
- Provision, install and configure expansions to the internet service.
- Perimeter defense capabilities.
- Planned maintenance is performed Sunday between 6:00 a.m.–10:00 a.m. Customer will have a dedicated resource to coordinate restoration of service after maintenance unless otherwise notified.
- Exclusions
- Cable and wiring within the customer’s facility are not included. These services are not included in the monthly Managed Internet service and are provided separately. OTIS will provide a cost estimate before beginning work. Customers will be charged the actual cost to complete the project, including labor, materials, vendor costs, etc.
- Prerequisites
- Required service(s) for eligible customers:
- MetroNet
- Customers must have adequate MetroNet bandwidth to cover their internet bandwidth.
- Customers must submit service requests to OTIS in advance, as described below:
- Contact OTIS at least 30 days before new service installations or office moves when existing network infrastructure exists.
- Contact OTIS at least 60 days before new service installations or office moves when no existing network infrastructure exists. Depending on customer requirements, location and need for vendor support, more advanced notice may be needed.
- OTIS may need approval from the customer agency director and Admin chief information officer (CIO) to support requests submitted outside the advance notice requirements, and additional funding may be required to cover overtime, vendor fees and other costs.
- Required service(s) for eligible customers:
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Managed Internet Support | ||
| Procurement, support, maintenance, and refresh of all the interconnected Managed Internet hardware devices. | Image
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| Procurement, support, maintenance, and refresh of all Customer Premise Equipment (CPE) for non-Managed Network customers. | Image
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| Procurement, support, maintenance, and refresh of all CPE for Managed Network customers. | Image
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| Monitoring and management of Managed Internet hardware devices. | Image
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| Monitoring and management of CPE for non-Managed Network customers. | Image
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| Monitoring and management of CPE for Managed Network customers. | Image
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| Troubleshoot and resolve performance issues with ISPs. | Image
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| Ensure redundant connections to the internet. | Image
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| Contact the DTO Service Desk to report an incident. | Image
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Service Level Objectives
| Service Level Name | Description | Target Service Level |
|---|---|---|
| Incident Response – Severity 1 and 2 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 99.00% |
| Incident Response – Severity 3 and 4 | Means the percentage of time it took for a Severity Level 3 and Level 4 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 95.00% |
| Service Request Fulfillment Timeliness | Means the percentage of time OTIS successfully completes “Service Requests” (defined as requests that are not automated self-provisioned or that do not require solution proposal development; examples of such requests include provisioning ID access, password resets, Service Catalog requests, IMACDs) within the applicable timeframes. | 96.00% |
Service Rates
| Resource Unit | Monthly Rate |
|---|---|
| Internet, 100 MBPS | $1,192.00 |
| Internet, 1000 MBPS | $2,700.00 |
| Internet, 120 MBPS | $1,283.00 |
| Internet, 150 MBPS | $1,377.00 |
| Internet, 200 MBPS | $1,476.00 |
| Internet, 250 MBPS | $1,574.00 |
| Internet, 300 MBPS | $1,672.00 |
| Internet, 400 MBPS | $1,869.00 |
| Internet, 500 MBPS | $2,065.00 |
| Internet, 700 MBPS | $2,371.00 |
| Internet, 2000 MBPS | $4,140.00 |
| Internet, 3000 MBPS | $5,580.00 |
| Internet, 350 MBPS | $1,770.00 |
| Internet, 450 MBPS | $1,967.00 |
| Internet, 550 MBPS | $2,164.00 |
| Internet, 600MBPS | $2,262.00 |
| Internet, 800 MBPS | $2,481.00 |
| Internet, 900 MBPS | $2,590.00 |
| Internet, 1500 MBPS | $3,420.00 |
| Internet, 2500 MBPS | $4,860.00 |
| Internet, 3500 MBPS | $6,300.00 |
| Internet, 4000 MBPS | $7,020.00 |
| Internet, 4500 MBPS | $7,740.00 |
| Internet, 5000 MBPS | $8,460.00 |
| Internet, 5500 MBPS | $9,180.00 |
| Internet, 6000 MBPS | $9,900.00 |
| Internet, 6500 MBPS | $10,620.00 |
| Internet, 7000 MBPS | $11,340.00 |
| Internet, 7500 MBPS | $12,060.00 |
| Internet, 8000MBPS | $12,780.00 |
| Internet, 8500 MBPS | $13,500.00 |
| Internet, 9000 MBPS | $14,220.00 |
| Internet, 9500 MBPS | $14,940.00 |
| Internet, 10000 MBPS | $15,660.00 |
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Estimate Initial Service Delivery Time
The initial service delivery time will vary based on the project scope. Customers should contact their Agency Relationship Management (ARM) representative to initiate the Request for Solution (RFS) process to request a solution and target delivery time.
Eligible Customers
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | Yes |
| Higher Education | No |
How To Order
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.
