Network

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1. Description of Service

The Information Technology Division (ITD) provides reliable Network Services and support to all Commonwealth of Massachusetts customers, which includes design, implementation, installation and network management. We provide 24x7managed products to over 400 Wide Area Network (WAN) locations within MAGNet (Massachusetts Access to Government Networks) infrastructure that is owned and maintained by ITD and provides access to our customers to services hosted by ITD. With these managed products, ITD provides end-to-end fault resolution, network and application performance analysis and vendor management for all WAN and core backbone infrastructure and equipment. Customers may request high availability as well as server load balancing for mission critical data center applications.

Connectivity Options include:
 

• MPLS
• Campus Backbone
• Data Center
• Internet

The Network Technical Assistance Center (TAC) provides a complete set of enterprise network management services and utilizes enterprise network management tools to monitor, maintain and manage the network and network devices. The TAC organization provides tier 2 technical assistance to customers for network problems and manages all aspects of the resolution including initial triage of the problem, root cause determination, resolution co-ordination with customers, and management of engineering/vendor resources, when required. The TAC proactively addresses problem prevention through deployment of enterprise monitoring tools, capacity analysis, and preventive maintenance services for all of the network devices.

This service includes:

Provisioning:

• Configure and install WAN routers connecting to circuit and customer LAN.
• Configure and install LAN routed switches connecting to circuit and customer LAN
• Configure customer access lists on WAN/LAN and Core routers/switches.
• Make changes for provider circuits and LAN/WAN hardware
• Configure and install Core/Edge switches in the Data Center for customer applications
• Configure Core/Edge switch ports in the Data Center in support of existing and new applications
• Configure and install campus backbone agency connections
• Perform software upgrades on ITD managed Cisco Systems hardware
• Provide high availability based on customer requirements
• Provide redundant hardware, circuits and switch ports
• Evaluate and/or recommend hardware

Administration and Maintenance

• Administer and maintain all routers and switches for all wide area network sites and both data centers
• Internet management of ISP provided circuits
• Coordinate the installation of Internet Service Provider circuits and IP route load balancing
• Create and maintain network designs
• Maintain latest software version for all routers and switches
• Premium support contract with Cisco TAC for access to Tier I-III engineering staff
• Research and test new technologies
• Implement change control procedures

Monitoring - Proactive monitoring of all network devices for the following:

• CPU
• Memory
• Utilization
• Telnet/SSH
• Connectivity
• Network diagnostics

Cabling Services at MITC and Campus Backbone

• Develop cabling designs
• Make recommendations on layouts
• Implement copper and fiber installations
• Tie, wrap and label all cabling
• Dress all fiber and copper per ITD Network Engineering Standard Operating Procedures

This service does not include coverage for Disaster Recovery.


Unified Communications:

As part of the Consolidation effort, and taking into consideration the needs of ITD to continue to offer the best service possible, ITD has combined this service into a new Unified Communications core. In the future, this core group will be able to provide Unified Communications to participating agencies and organizations throughout the Commonwealth.
 

ITD Asset and Equipment Policy:
When a customer requests fully managed services at ITD, a BAR (Business Application Request) listing all one-time equipment and ongoing chargeback support costs must be approved and processed. Equipment to support a customer's request is then procured as an ITD owned and managed asset.

When a customer no longer requires ITD's services, ITD decommissions the equipment and chargeback costs are discontinued. If a customer wants to reuse the equipment for a different ITD supported solution, the equipment remains active and chargeback costs continue. ITD determines the future use of all decommissioned equipment.

Support services include:

• A Service Account Manager to answer any questions or concerns regarding ITD Services.
• Services offered through our Operations Office; including Change Management and customer access to incident management via email, phone (CommonHelp)
• The online COMiT service management portal

2. Service Targets

*Incidents, requests, or changes that are outside the scope of the defined service description or normal service hours will be direct charged to the customer.

3. Service Reporting

The following reporting information is provided to customers as part of this service:

4. Service Requests

*For new service requests only. To manage existing requests, please log into COMiT.
* Ethernet circuits may take the full 120 days due to installation requirements impacting the infrastructure.

**Customers are reminded that ITDs policy requires customers to complete a disconnect change order in COMiT any time a circuit has to be disconnected. This process ensures that the circuit is disconnected based on customer requirements and safeguards against network disruption and additional chargeback costs.

 

When a customer requests fully managed network services at ITD, dedicated network equipment may be required to support the requested network service. During the design process, customers are informed of all equipment needed and a BAR (Business Application Request) listing equipment and costs must be approved and processed. Equipment to support the requested network services is then procured as an ITD owned and managed asset (see ITD Asset Policy above).

5. Customer Responsibilities

The customer must have a protected conduit installed for Ethernet circuits from the Telco demark to the customer's LAN room. It is also the customer's responsibility to supply the cable and cable ties for the installation.

For your convenience, you may view a detailed list of customer responsibilities.

6. Chargeback Rate Information

For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.

Cost Framework: Network

Direct Costs:

Indirect Costs:

Allocated Costs:

Adjustments:

Rates pertaining to this service offering include:

*Requests for a new T-1 connection will include an agreement between ITD and the customer that the new T-1 will remain connected for a minimum of six months. This will ensure that the set up costs to configure and activate this circuit are recovered through six months of chargeback billing.

**Requests for a new Ethernet connection will include an agreement between ITD and the customer that the new Ethernet circuit will remain connected for a minimum of 12 months. This will ensure that the set up costs to configure and activate this circuit are recovered through 12 months of chargeback billing.

Download the cost framework for Network   
Download a complete listing of all chargeback rates 

Updated December 11, 2012
Published August 14, 2009
Created April 29, 2009: Information provided by the Enterprise Communications Team