Description
The Managed SD-WAN service enables customers to securely support application growth, network agility and simplified branch implementations while delivering high-performance, reliable branch access to cloud services, private data centers and SaaS-based enterprise applications. The OTIS SD-WAN is built on software-defined networking principles to address end-to-end automation, application continuity, branch transformation and security from the data center and cloud to the edge.
- 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.
- Robust edge-to-edge security and micro-segmentation.
- Transport independence vendor-agnostic (i.e., state-qualified ISP vendors).
- Utilizes dedicated internet access (DIA) transport.
- Built-in encryption.
- Single-edge devices can support multiple virtual functions.
- Easy integration with an existing network via routing protocols.
- Facilitates redundancy and high availability at the edge.
- Lower WAN operating and capital outlay expenses.
- Improves performance using dynamic multipath optimization protocol.
Service Scope
- Hardware
- Installation and configuration of customer-owned Meraki MX Security devices for the head-end aggregator in the State Data Center and MX Security Devices at each remote office.
- Installation and configuration of MG Cellular Gateway is an optional hardware component if the customer wants to utilize 5G service for backup/high availability capability.
- Annual License
An annual license is required from Meraki for each device.
- 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 may 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.
- Internet circuit(s) and/or cellular connectivity are not included. DTO can assist customers with determining the proper bandwidth and procurement activities.
- Prerequisites
- Required service(s) for eligible customers:
- Managed Firewall
- Managed Router
- The customer will purchase all required SD-WAN hardware prior to implementation.
- The customer must have Dedicated Internet Access connectivity in place prior to SD-WAN implementation. A minimum of one circuit is required, but two circuits are recommended for redundancy/diversity purposes.
- 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 |
|---|---|---|
| Data Center Facilities | ||
| Data center power, cooling and related support infrastructure. | Image
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| Data center network infrastructure. | Image
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| Data center facilities physical security. | Image
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| Data center facilities structure maintenance and enhancements. | Image
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| SD-WAN Services | ||
| Purchase required hardware (Meraki MX headend device and Meraki MX remote office devices) and annual licenses for each device through coordination with OTIS. | Image
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| Management of annual licenses renewal (license renewal billed to customer). | Image
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| DIA internet connectivity in place at customer locations. | Image
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| Installation of customer owned MX security devices at each remote office. | Image
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| Configuration, ongoing monitoring and maintenance of MX security devices at each remote office. | Image
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| Installation, configuration, ongoing monitoring and maintenance of customer owned Meraki MX security devices for head-end aggregator. | Image
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| Contact the DTO Service Desk to report an incident. | Image
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| Troubleshoot and resolve SD-WAN issues. | 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
Call for pricing.
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 | No |
| 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.
