The Division of Technology Services (DTS) operates a State Wide Area Network (WAN) as well as the State Local Area Networks (LAN) for all State of Utah Executive Branch agencies. DTS also provides WAN services for State and other government agencies with enterprise-wide, intra-state network services.
The State WAN provides gateway services to the public Internet and functions as a private fault tolerant network, connecting facilities in geographic locations statewide.
In FY2009, WAN and LAN services merged into Network Services, delivering jack-to-jack connectivity to agency customers, using a single rate.
Network Services include IP addressing, Domain Name System (DNS), primary domain email service, Internet access, web content filtering, security products such as firewalls, VPN termination and intrusion prevention systems (IPS), and the necessary tools and staff to support these services. Network Services will provide limited wireless connectivity for agencies (see the Wireless Services description in the following sections).
Features and Descriptions
Wide Area Network
- High availability to multiple locations.
- Fault tolerant network with redundant paths from data centers to geographic hubs; these diverse paths are provided by the DTS network microwave services.
Local Area Network
Consistent connectivity from all end-points using best practices.
General Functions and Duties
This product provides for network consulting, planning and engineering. Services include the deployment of network products, operational support of network products, network tuning, and network diagramming; however, services do not include the acquisition or maintenance cost of other network based multi-media products.
- Network utilization monitoring and bandwidth management.
- Last mile connection from remote facilities to geographic hubs.
- Ethernet service connectivity to the Intermediate Distribution Frame (IDF) except where Local Area Support is provided.
- Connections at campus sites, designed on a case-by-case basis to provide the most appropriate service that meets campus customers’ needs.
Once sites are converted to VOIP, any analog equipment, licensing or connections will be the responsibility of the agency.
- A network device is any object that transmits information across any portion of the state owned network, including wireless devices.
- State employees paying the monthly network service fee for desktop or laptop purposes may use a mobile device, such as an iPad, without incurring additional network fees (mobile device support fee is applicable); however, employees may not avoid the network service fee by opting for a mobile device only or by “Bringing Your Own Device”(BYOD)—the approved network service fee is applicable in these scenarios.
- Devices supporting the network infrastructure are excluded.
- Firewall services between the Internet and the state WAN.
- Backbone intrusion monitoring and management.
- Access Control Lists (ACLs) for local LAN segments, where technically feasible.
- Note: Logging on router access lists is not provided to customers.
- Packet screening to prevent IP spoofing from external networks.
- Manage address blocks.
- Manage subnets, VLANs and public/private IP assignments.
- Manage host, MX, alias and PTR records.
- Host newly registered DNS domains and manage DNS records.
- Delegate sub-domains per agency request.
- Manage changes to DNS entries.
- Provide instructions for registering new DNS names.
Services provided via Google.
- Content filtering and block inappropriate or unauthorized access.
- Customer-specific filtering is available, on request.
DTS will provide secure VPN access into the state network from the Internet; pre-authorization is required.
Effective Nov. 1, 2017, DTS will provide the following wireless services. For small office buildings (under 30 employees), DTS will provide up to four (4) access points for wireless coverage. For medium size buildings containing more than 30 and up to approximately 100 employees, DTS will provide up to 12 wireless access points. For large buildings containing over 100 employees, DTS will provide up to 20 wireless access points. For multi-agency buildings, wireless access points will be assigned proportionately per number of employees each agency has in the building.
DTS reserves the right to determine the optimal number of wireless access points to install within the recommended standards. Agencies will not automatically qualify for the maximum amount.
Requests for additional wireless access points beyond the standard will require a business justification and will be reviewed on a case-by-case basis.
Requests for all wireless installations should be completed via the online form on DTS’ website. Requests for exceptions outside of the standard offering above can be submitted via the same form. (With the justification for non-standard exception filled in).
For those agencies wishing to purchase additional access points, beyond the standard, a request can be made via the same online form with the authorization for additional charges completed.*
*Charges for additional access points, beyond the standard, will be billed via an SBA and will include:
- The cost of the Access point(s).
- Any additional hardware and wiring required to accommodate those access points.
- Yearly maintenance cost.
- Replacement cost. (At 5 years or at the request of the customer).
- Associated labor for installations and replacements.
Features Not Included
Additional Firewalls or Security
DTS can help evaluate and develop a solution for additional security requirements that may require an additional negotiated cost or be dependent on available funding.
For local area support, this product does not include the cost of supplying, installing, or upgrading the agency’s infrastructure cabling.
Wiring and Cable Design
A DTS wiring specialist will review customer requests and will engineer a solution or plan using the latest technology in accordance with code, and industry best standards and practices. Services based on available resources. See DTS Consulting Rate below under Rates and Billing.
VoIP Conversion High-Level Wiring Guidelines
- Cat 6a, 6
- DTS will not ask for any re-wiring for VOIP unless remedial action is required.
- Cat 5e
- DTS will not ask for any re-wiring for VOIP unless remedial action or potential load issues exist.
- DTS may need to do performance testing if load or environmental issues are possible
- Cat 5
- DTS will do performance testing whenever possible.
- DTS will make recommendations based on performance testing.
- Cat 3
- DTS will ask for re-wiring.
- DTS will assess and engineer appropriate network bandwidth by working with agency requirements.
- DTS can provide unique WAN or LAN connections, at an additional negotiated cost if it is beyond a reasonable expectation.
Router Access List Logging
DTS can help agencies design a logging server solution.
DTS offers VPN and other telecommuter products for remote access to the WAN.
- Provide jack-to-jack network maintenance; however, facility cabling is the responsibility of the agency.
- Coordinate customer notification of planned maintenance and outages.
- Assess and engineer appropriate network bandwidth by working with agency business requirements.
- Provide network service in an efficient and economical manner—to include using bandwidth monitoring statistics to justify enhancements.
- Maintain the integrity and security of the State WAN and Local Area Networks by shutting down ports that have been penetrated, or otherwise violate network security policies.
- Conduct periodic device count audits, in accordance with the network device definition and published guidelines.
- Conduct periodic Special Billing Agreement (SBA) audits and updating agreements as applicable.
- Network Solutions Engineer and technical support staff must document the firewall configurations so that agencies that need access to applications have access—i.e., enabling state interoperability.
- Comply with the state Acceptable Use Policy: https://dts.utah.gov/policies/documents/1000-0003acceptableuse.pdf
- Provide security requirements.
- Consult assigned Network Solutions Engineer when planning facility moves.
- Notify assigned Network Solutions Engineer when planning to deploy applications that might affect network traffic.
- Provide adequate space, power, cooling, etc. for state network equipment at each agency facility.
- Provide physical security in facility locations that house state network equipment.
- DTS customers should provide the assigned Network Solutions Engineer a local contact at each facility that is capable of assisting with troubleshooting customer concerns; this is often a DTS employee.
- Comply with state security policies.
- Agencies are responsible for reviewing their Network Bill from DTS in a timely manner for accuracy.
General Service Levels and Metrics
All technical incidents and service requests, and certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk or to specialized Help Desks that support State agencies or DTS divisions and regions. All incidents and requests will be captured in the DTS ServiceNow application. DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.
DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.
The DTS Enterprise Service Desk is accessible 24×7 by telephone at 801-538-3440 or 800-678-3440. Live chat and direct user reporting of incidents are also available on the DTS website at dts.utah.gov. Published “Business Hours” for the DTS Service Desk are 7:00 AM-6:00 PM, Monday-Friday. Hours of support/on-call coverage vary by agency/division/region and product.
Incident Response and Resolution Targets
Time to Initial Response Targets
Total Time to Resolution Targets
|Low Priority – 1 Business hour||85%||Low priority – 6 Business hours||90%|
|Medium priority – 1 Business hour||85%||Medium priority – 4 Business hours||90%|
|High priority – 1 Clock hour||90%||High priority – 3 Clock hours||90%|
|Critical priority – 30 Clock minutes||95%||Critical priority – 3 Clock hours||90%|
Customer Satisfaction Surveys and Reporting
All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an on-line survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.
Periodic reports will be created showing the level of satisfaction with resolution of incidents by specific support groups and the level of satisfaction of users by agency.
Customer Satisfaction Targets
|Average level of satisfaction with resolution efforts||> 4.5 on a scale of 0 – 5|
|Percentage of respondents satisfied or better with service received||93% of respondents satisfied|