Description
The Managed Router service manages WAN and LAN network connectivity using customer equipment within a building or campus environment, enabling data communication within an organization. It also includes capacity planning, monitoring services, fault resolution, performance analysis and advanced configurations to enhance security. OTIS provides 24x7x365 support.
- 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.
- 24x7x365 monitoring and management of WAN and LAN connections.
- Centralized asset management, end-of-life tracking and software currency management.
Service Scope
- Hardware
- Installation and configuration of customer-owned network devices.
- Service and support for the following network device types are offered as a part of this service:
- Layer 2 (L2) Switch
- Layer 3 (L3) Switch
- Core Switch
- Wireless Access Point
- SD-WAN Device
- Solution architect advice for customers during the procurement process to aid customers in determining equipment that will meet their specific needs.
- OTIS supports Cisco and Cisco Meraki network equipment (routers, switches and access points). The equipment must be a vendor-supported model (i.e., not end-of-life).
- Installation and configuration of customer-owned network devices.
- Software
- Management and monitoring software tools and technologies associated with LAN, WAN, WLAN and SD-WAN management, including:
- usage reporting,
- monitoring,
- performance analysis and reporting,
- alert and event management and
- incident management.
- Certain software tools and capabilities may not be available depending on customer equipment. OTIS will inform customers of such limitations.
- Management and monitoring software tools and technologies associated with LAN, WAN, WLAN and SD-WAN management, including:
- Support and Administration
- Monitoring, alerting and providing incident resolution through the Division of Technology Operations (DTO) Service Desk and OTIS technical support staff.
- OTIS provides support 24x7x365 (24 hours a day, seven days a week, 365 days a year).
- Planned maintenance is performed Sunday between 6:00 a.m.–10:00 a.m. For customer-specific implementations, maintenance can be performed to meet customer requirements as approved by OTIS Change Advisory Board (CAB). 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 Router service and are provided separately. If Cable and Wiring services are required, OTIS will coordinate with the Brokered Service vendor and provide a cost estimate to the customer before beginning work. Customers will be charged the actual cost to complete the Cable and Wiring project, including labor, materials, vendor costs, etc. as a separate billing line item.
- Prerequisites
- Required service(s) for eligible customers:
- Managed Firewall
- 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 IT 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 |
|---|---|---|
| Ensure network closets at customer facilities have utility power protection (e.g., UPS) and appropriate cooling equipment as needed. |
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| Allocate dedicated building space to house routers and switches. | Image
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| Maintain controlled entry (e.g., card key and combination lock access), proper temperature and humidity, monitor the environment (including electrical systems) and verify proper fire protection system exists. | Image
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| Contact the DTO Service Desk to report an incident. | Image
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| Troubleshoot and resolve managed router service issues. | Image
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| Perform ongoing monitoring and management. | Image
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| Secure encrypted LAN connections (this is an optional chargeable service). | 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 |
|---|---|
| Wireless Devices | $17.09 |
| Access Switch | $213.61 |
| SD-WAN Device | $213.61 |
| Layer 3 Customer Edge Switch | $320.41 |
| Core Switch | $391.62 |
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.
