Firewall Service
The Firewall Service is a fully managed solution utilizing both IP networking and standards-based technology as the foundation for secure, high performance data communications. This service provided by Nortel Networks includes operations, and ongoing configuration management.
Service support includes:
- Fully Managed Service
- Nortel configured and supported firewall installed at each district
- 24 x 7 centralized monitoring and management via Nortel Network Operations Center (NOC)
Service components include:
- All equipment required to provide secure communications
Hours of Availability:
This service is available to customers 24 x 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for planned changes that have gone through the KDE Change Management Process. In addition to the standard maintenance windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.
Standard maintenance windows are defined as:
12:01 a.m. to 5:00 a.m. each Sunday
Customer Responsibilities
- Provide a 24 x 7 point of contact (POC) for Nortel to contact for reporting and coordinating outages or emergency maintenance
- Contact the KETS Service Desk to report problems or request assistance
- Work with us on a mutually agreed schedule to allow required maintenance services to be performed in a timely manner.
Wide Area Network (WAN)
The Wide Area Network (WAN) Service offers statewide IP data communications connectivity. The WAN service connects districts to each other, to state agencies, and to the internet.
Service implementation and support includes:
- Fully managed service including the district premise equipment
- 24 x 7 monitoring and management via Nortel Network Operations
- Implement K12 Network Upgrades
Service components include:
- Redundant core network infrastructure
- Redundant high capacity access to the Internet
- All equipment required to interface service with customer LAN\
- IP addresses for each device
- Domain Name Service (DNS)
- Troubleshooting connectivity issues
Service options include:
- Various speeds and guaranteed rates
- High availability
Hours of Availability
This service is available to customers 24 x 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for planned changes that have gone through the KDE Change Management Process. In addition to the Standard maintenance windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.
Standard maintenance windows are defined as:
12:01 a.m. to 5:00 a.m. each Sunday
Customer Responsibilities
Coordinate service installation with the local service provider
Provide the proper connectivity from the customer LAN to the WAN service components
Provide a 24 x 7 point of contact for reporting and coordinating outages or emergency maintenance
Contact the KETS Service Desk to report problems or request assistance
Adhere to the State Network Acceptable Use Policy
Data Center Services- CORE
Storage and Backup Services
The Data Center
The data center offers a number of services associated with the storage and retrieval of data stored on disk and tape media. Disk to Disk to Tape storage is available for the Microsoft Windows server platforms. The data is synchronized every 15 minutes or up to every 24 hours. A consistency check can be performed any hour of the day or just before a recovery point is created.
The Tape Library
The tape library is used for the data center's automated tape processing and is monitored for hardware and software problems. Tape volumes are logged in and out of the data center as required. Tapes are rotated on and offline on a monthly basis.
Data Protection Manager
Data Protection Manager (DPM) software is used at the data center for backup and recovery by storing, archiving and restoring data, space management, and for maintaining compliance and disaster-recovery data in a hierarchy of offline storage. Because it is highly scalable, Data Protection Manager can protect servers running a variety of different operating systems, from Wintel servers to Windows XP computers, connected together through wide area networks (WANs), local area networks (LANs) or storage area networks (SANs). DPM uses Web-based management and intelligent data move-and-store capabilities.
Servers
Installation and maintenance (Operating Systems, patches, firmware upgrades) of KDE owned servers. This includes all Exchange Servers, DC’s, GC’s and KEN Rack items.
Hours of Availability
These services are available to customers 24 x 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for planned changes that have gone through the KDE Change Management Process. In addition to the standard maintenance window, site-specific changes may be coordinated with customers at non-standard times.
Standard maintenance windows are defined as:
12:01 a.m. to 5:00 a.m. each Sunday
Customer Responsibilities
Submit requests for support by opening a Service Request with the KETS Service Desk.
Ensuring that data is stored on the network in order for it to be able to be backed up.
Knowing the location of the data that is to be backed up and/or restored.
Data Center Services- Monitoring
Monitoring Services
Monitoring Services provide a detailed view into the health networks and applications. KETS operates selected tools that can be used to assess users’ experiences with applications and that provide details on why certain functions may experience reduced performance. At the same time, the tools can retain historical data for comparison with the current computing environment.
The service can also identify current trends that help districts proactively plan for new application deployment or system changes, minimizing downtime and slow performance that can result in lost productivity.
TCP/IP Network Application Traffic Reporting
The Transmission Control Protocol/Internet Protocol (TCP/IP) monitoring service provides detailed information on the types of traffic traversing a network. The information provided by this service includes:
- Detailed analysis of network utilization to identify the most heavily used applications, as well as which hosts and applications are responsible for most of the traffic on their network
- Historical information for network trend and statistical analysis
- Matrix information describing communications between systems and the quantity of data exchanged in order to understand protocol and application usage associated with the network as a whole, as well as with individual hosts
Reports such as:
- Top 10 Application Report
- Top 10 Host Report
- Overall network utilization for monitored links
Typically network aggregation points are targeted for monitoring to maximize the visibility into the district's network traffic.
Some of the metrics that can be reported with this service are:
- Total Transaction Time
- Network Latency
- Network Packet Loss
- Transaction/Connection Errors
- Server/Network/Client Time
- Application Availability
Hours of Availability
These services are available to customers 24 x 7, excluding planned outages, maintenance windows and unavoidable events. Maintenance windows are used only when needed for planned changes that have gone through the KDE Change Management Process. In addition to the Standard Maintenance Windows, site-specific changes may be coordinated with customers at non-standard times.
Standard maintenance windows are defined as:
12:01 a.m. to 5:00 a.m. each Sunday
Customer Responsibilities
- Determine requirements and assist with determining the link(s) to be monitored
- Provide a single point of contact for reporting outages or for arranging emergency repairs
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