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.