Description
MetroNet is the statewide network connecting all State of South Carolina customers to the State Data Center and the internet and customer to customer connectivity. The MetroNet service includes the management and support of the MetroNet, including existing transmission media and shared infrastructure, capacity planning, shared equipment upgrades, 24x7x365 monitoring and end-to-end fault resolution. This service includes designing and installing new MetroNet transmission media and infrastructure for customers with new or relocated facilities that need to connect to the state network or for customers requiring enhancements to existing services.
Multiprotocol Label Switching (MPLS) is available. Layer 2 MPLS VPNs and Layer 3 MPLS VPNs connectivity via the statewide data transport contract are supported.
Discuss your current and future needs with OTIS to help determine the best service offering for your requirements.
- 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.
- MetroNet services are typically provided to the point of demarcation between OTIS’s network and the customer premise equipment (CPE).
- Network speeds of up to 20 gigabit MetroNet services are available.
- The MetroNet is designed with many fault tolerance and redundancy layers from both the hardware and connectivity perspective.
- Provides connectivity to the state's network and keeps network traffic on state-owned and maintained networks.
Service Scope
- Hardware
- MetroNet component technologies include routers, firewalls and transmission media (fiber optics backbones, network cable, etc.).
- Software
- Network management and monitoring software tools and technologies that help deliver network usage reporting, network monitoring, performance analysis and reporting, alert and event management, incident management, router/firewall configuration, and provisioning support for configuration change management.
- Installation and Configuration
- Core MetroNet technologies, such as routers, firewalls and transmission media (fiber optics backbones, network cable, etc.), are installed and configured.
- Upgrade and enhance the core MetroNet environment as required to ensure that OTIS customers receive proper capacity, performance and availability.
- Expansions to the core MetroNet environment (e.g., router and transmission media).
- Custom projects with customers that require MetroNet service for new or relocated facilities or for customers that require enhancements to existing services. These projects include the planning, design, engineering and implementation needed to meet customer requirements.
- Guidance to customers on sizing new or existing MetroNet connections to ensure additions and/or expansions are consistent with the customer’s forecast growth trends is a cost-effective option that can be fulfilled by OTIS and/or a qualified vendor.
- Support and Administration
- Incident resolution services via the DTO Service Desk.
- Hardware/firmware maintenance for supported network devices and components.
- OTIS provides monitoring and alerting on MetroNet 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. Customer will have a dedicated resource to coordinate restoration of service after maintenance unless otherwise notified.
- Security
- Customer networks are separated via network segmentation and multiple levels of firewalls to isolate each customer network.
- Division of Information Security (DIS) monitoring of all network traffic to detect threats.
- DIS automatically logs network traffic to the state SIEM platform.
- 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.
- If the customer facility is not directly connected by state fiber, the last-mile connection is the customer's responsibility. Customers interested in extended MetroNet connectivity/last-mile connection should contact their Agency Relationship Management (ARM) representative to initiate a Request for Solution (RFS).
- MetroNet services do not include Customer Premise Equipment (CPE).
- Prerequisites
- Required service(s) for eligible customers:
- None
- Customers must have customer facility last mile connection in place prior to MetroNet service implementation.
- The building must have connectivity and adequate physical infrastructure (e.g., space, power and air) to house network equipment. Limitations in existing fiber or other requirements may limit service availability to locations. Infrastructure within the building may impact MetroNet performance at the end-user device.
- Customer premise equipment (CPE) must be able to support 1 gigabit or greater fiber hand-off.
- 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 |
|---|---|---|
| MetroNet Support | ||
| Plan, purchase, install, manage and maintain the core MetroNet infrastructure. | Image
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| Replace and upgrade core MetroNet equipment | Image
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| Procurement, support, maintenance and refresh of all customer premise equipment (CPE). | Image
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| Monitoring and management of MetroNet 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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| Provide fault and performance monitoring and capacity planning. | Image
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| Define network standards for connectivity for the MetroNet infrastructure. | Image
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| Assign public IP addresses and IP address management. | Image
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| Provide proper connectivity from the customer LAN to MetroNet service components. | Image
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| Provide forecasts for network needs as requested by OTIS. | Image
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| Configure CPE for non-Managed Network customers. | Image
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| Configure CPE Managed Network customers. | 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 |
|---|---|
| Bandwidth, Metro, Fixed, Megabit, 100 | $513.64 |
| Bandwidth, Metro, Fixed, Megabit, 1000 | $916.00 |
| Bandwidth, Metro, Fixed, Megabit, 250 | $643.63 |
| Bandwidth, Metro, Fixed, Megabit, 500 | $742.00 |
| Bandwidth, Metro, Fixed, Megabit, 2000 | $1,154.70 |
| Bandwidth, Metro, Fixed, Megabit, 3000 | $1,311.79 |
| Bandwidth, Metro, Fixed, Megabit, 4000 | $1,468.88 |
| Bandwidth, Metro, Fixed, Megabit, 5000 | $1,593.90 |
| Bandwidth, Metro, Fixed, Megabit, 6000 | $1,689.12 |
| Bandwidth, Metro, Fixed, Megabit, 7000 | $1,784.34 |
| Bandwidth, Metro, Fixed, Megabit, 8000 | $1,879.56 |
| Bandwidth, Metro, Fixed, Megabit, 9000 | $1,974.78 |
| Bandwidth, Metro, Fixed, Megabit, 10000 | $2,070.00 |
| Bandwidth, Metro, Burst, Megabit, 250-1000 | $643.63 |
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.
