Description of the Service
Internet service is made of several pieces including external and internal equipment to deliver the service. This Service agreement will cover the connections at the point they connect to our equipment. Anything outside of that is beyond our control and is at the providers control. For this reason we have multiple connection and providers for this service. Currently we have 2 connections for internet service, one from Ties provided to us using a Charter Cable connection. and a redundant connection by way of STMA school district connection. The other connection is provided by CMERDC by way of Wright Technical Center. Both connections are brought into a piece of equipment call FatPipe. This device manages these connections and routes outbound traffic according to delivery speed and address requirements. When a connection fails it re-routes most traffic to the other connection when possible. In-bound traffic pass through the FatPipe and is sent to our firewall. Our firewall is set-up to allow access to some services within the district depending on needs. Some examples are: inbound e-mail, web site traffic, NetStorage file access and a few other services. The firewall allows a limited amount of those types of services all settable by TIS staff. Once passed through the firewall, internet traffic has to pass through our filtering system. The filtering system (LightSpeed) is required by CIPA (Child Internet Protection Act). It provides safe internet access for our staff and students both in-bound and out-bound. The LightSpeed system also allows us to monitor traffic and set limitations on some traffic if desired.
All of the above systems, FatPipe, firewall, and LightSpeed are redundant systems in-that they have a redundant piece of equipment and configuration ready to activate quickly in case of failure of the primary systems. All of them are a manual connection flip by TIS staff.
Definition and Priority of Service
Internet service is classified a critical service.
Service Level Manager: Technology Infrastructure Coordinator
Stakeholder Representatives: Teacher Representative, and Director of CE
Service Times (Days and Times)
Monday through Friday from 6:45 am - 4:30 pm on district work days will be defined as peak hours and it is critical that downtime is limited to only unplanned outages. All planned service will take place outside of peak time, will be limited to the extent possible, and will be communicated district wide. This covers from the point of entry to the district through to the content filtering system. We can not control the ISP (Internet Service Provider) service itself but will communicate all concern to the provider about downtimes length.
Types of Support
Internal Support and some vendor support if needed.
Quality of Assurance
Measurement Procedures: Nagios (monitoring and notification system) tracks the connections by way of the core router 24/7/365. The system provides notifications, but has one limitation, once the core router or internet service goes off-line Nagios can not send notifications externally. We are able to track exact down times and up-times of the system down to the minute with this system and can use it to set and measure service targets.
Service Targets: Peak Times 99.99% up-time with 0% maintenance downtime and Off Peak Time 99% up-time with less than 1% downtime for scheduled maintenance.Relationship to Other IT Services/Providers