WAN Technical Details

Technical Details

Service features include:

SERVICE OFFERINGS

Best Effort WAN

Guaranteed WAN

SERVICE FEATURES

Service Level Targets
None

Service Level Targets
Availability – 99.5 %
MTTRSP 1 Hour
MTTR <= 4 hours (no dispatch)
MTTR <= 8 hours (dispatch required)

Asymmetrical Bandwidth Tiers

Symmetrical Bandwidth Tiers

(T1x128k to 7x1M)

(T1-2M to 1G)

No guaranteed bandwidth
(highly oversubscribed)

Guaranteed bandwidth
(available for all service tiers)

Transport Options
(Broadband - DSL, Cable, 4G Cellular)

Transport Options
(Ethernet, Frame Relay, Metro Fiber)

Internet Connectivity included

Internet Connectivity included

Agency ESAP1 included
(cloud-based security)

Agency ESAP1 included
(cloud-based security)

Router Hardware & Maintenance included

Router Hardware & Maintenance included

IP Address Management
IPv4 public \ private address assignments, Domain Name Services (DNS) and Dynamic Host Configuration Protocol (DHCP)

IP Address Management
IPv4 public \ private address assignments, Domain Name Services (DNS) and Dynamic Host Configuration Protocol (DHCP)

No Prioritization of Traffic
(No QoS)

Prioritization of Traffic
(QoS)

No Multi-tenant Routing

Multi-tenant Routing

No High Availability (HA) Options

High Availability (HA) Options

SERVICE SUPPORT

7 x 24 Support2

7 x 24 Support

7 x 24 Device Monitoring

7 x 24 Device Monitoring

Performance Utilization Reporting

Performance Utilization Reporting

Equipment Technology Refresh

Equipment Technology Refresh

Patch/Firmware Upgrades

Patch/Firmware Upgrades

Incident tickets can only be opened as
Low priority3

Incident tickets opened as
Low/Med/High/Critical3

1 ESAP is defined as centrally managed secure access for all ingress/egress traffic to/from agency virtual networking private routing domain(s).

2 Vendor support for these technologies varies and is not available 7x24.
See Additional Information About Broadband Vendor Support

3 Guaranteed WAN service follows the response and resolution times described in the Priority Model (See Global Service Levels). Vendor support for Best Effort WAN service delivered via broadband technologies varies, preventing us from meeting the target resolution times. Therefore, the response and resolution times for incidents for best effort broadband services will correspond to a Low Priority.

Hours of Availability

This service is available 24/7, excluding planned outages, maintenance windows, and unavoidable events. Maintenance windows are used only when needed for planned changes that have gone through our Change Management Process. In addition to our standard maintenance windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.

Standard DIT maintenance windows are defined as:

  • 4:00 a.m. to 7:00 a.m. each Thursday
  • 4:00 a.m. to 12:00 p.m. each Sunday
  • 12:00 a.m. to 3:00 a.m. daily (ESAP services only)

Additionally, each telecommunications vendor has standard maintenance windows that apply to transport service. While these vary by vendor, they all are between the times of midnight and 6 a.m. daily.