Obtaining Support for K-20 Network Problems
CIS K-20 Home

Note:   This information applies to data circuits only not to video circuits

Obtaining support for K-20 Phase I sites

The Phase I sites are the main campuses of the 33 community and technical college plus the State Board and the CIS. All sites connect through a 3COM 6200 Imux to one of five Cisco 7507 routers at the K-20 hubsite located at the UW. The K-20 NOC is also located at that site.

Obtaining support Monday through Friday, 8:00 am – 5:00 pm

  • The NOC sees a college’s K-20 router turn red on its OpenView console.
  • The college staff makes some simple checks to verify that the hubsite has in fact lost connectivity with the WAN interface of the college’s K-20 router.
  • The NOC will call CIS.
  • CIS will attempt to dial into the K-20 router at the college campus.
    • If we get no answer, we assume a possible power failure and try to make contact with the persons listed on the K-20 Data Network Support Contacts list in order to confirm the status of power at the campus.
    • If we succeed in dialing into the college’s K-20 router, then we can determine if there is a configuration or equipment problem for both the K-20 7206 router and the 3COM Imux.
  • If the problem is either of these two pieces of equipment, CIS will take the necessary actions to correct the problem. Being able to access the Imux allows CIS staff to determine if there is a problem with the T1. If there is a problem with the T1, we will notify the NOC, who will in turn contact DIS’s Network Control Center (NCC) since they are responsible for the circuits. The NCC will work directly with the appropriate phone company to fix any circuit problems.

Obtaining off-hours support

  • The NOC sees a college’s K-20 router turn red on its OpenView console.
  • The college staff makes some simple checks to verify that the hubsite has in fact lost connectivity with the WAN interface of the college’s K-20 router.
  • The NOC will call CIS Operations or the CIS weekend supervisor.
    • On Mondays through Fridays, 5:00 pm – 8:00 am, Operations staff will call Technical Services Network Support staff.
    • On weekends, Operations staff will call the persons listed on the K-20 Data Network Support Contacts list to verify power.
  • If Operations staff cannot make contact with the college, the weekend supervisor will attempt to verify power by calling the router.
    • If the router doesn’t respond, the weekend supervisor will report back to the NOC and ask that the circuit be tested.
    • If power is verified, then Technical Services Network Support staff will be called to resolve the problem.
    • If it is the circuit, the problem will be handed back to the NOC for coordination with the NCC.

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Obtaining support for K-20 Phase II data circuits

All K-20 circuits are "owned" by DIS rather than the colleges; DIS pays the phone bill, not the colleges. If there is a circuit problem, call CIS Customer Support (425) 803-9721.

The person calling from a college must be on the K-20 Data Contacts list and be able to assist with troubleshooting the problem. It will be the college’s responsibility to keep the CIS informed of any changes to the list.

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Support models for K-20 Phase II sites
There are three support models for K-20 Phase II data sites:

  • Self-support
  • Cooperative support
  • Centralized support

A college is covered by a particular support model based on the configuration of its network and a choice the college expressed in the fall of 1998. If a college wishes to change the support model under which it operates, then it should contact Kenneth Chullickel at CIS. Regardless of the support model under which a college operates, routers purchased for K-20 Phase II will be covered by a Cisco Smartnet contract, the cost of which will be billed to the colleges. Currently the annual costs for a Smartnet contract are $192.50 and $210.00, plus tax, for the 2501 and 2514 routers respectively. The Kentrox CSU/DSUs and the US Robotics/3COM dialup modems are covered by a five-year warranty. After the warranty expires, the colleges will be responsible for the ongoing maintenance costs.

Self-support model
Under this model the college is responsible for all support, both for the circuit and for the electronics.

  • The college will call CIS Customer Support (425-803-9721) for circuit problems, not the phone company. Remember, the circuits belong to DIS not the college.
  • CIS will place a call to DIS’s Network Control Center (NCC) giving a college staff member’s name and phone number as the call-back contact.
  • The NCC will call US West or GTE, as appropriate, and then either act as an intermediary or put the college in direct contact with the phone company.
  • If the college ends up working directly with the phone company, remember to close the phone company’s ticket. In addition, let CIS know that the problem is resolved so that CIS staff can close the NCC ticket.
  • Remember to update the K-20 Data Contacts List as changes in personnel occur.

The college is responsible for the configuration and troubleshooting of the routers and CSU/DSUs. Just as for college LANs, the CIS will help colleges resolve their K-20 Phase II network problems but the ultimate responsibility lies with the college. Colleges that fall into this category have their Phase II sites connected to college routers rather than to the K-20 7206 router and they use college CSU/DSUs rather than K-20 provided Kentrox CSU/DSUs. Colleges under the self-support model include: Spokane, Big Bend, Olympic.

Cooperative support model
Under this model the CIS will be responsible for the support of some of the equipment and the colleges will be responsible for other equipment. Colleges will have access only to equipment for which they provide support. The CIS will always be responsible for the K-20 7206 router. A college can have the CIS support the 2500 series router at the branch campus or support it themselves. If the college is using K-20 CSU/DSUs, then either the CIS or the college can provide support for the CSU/DSUs. Whoever is supporting the CSU/DSUs will also provide support for the data circuit. If a college is using something other than K-20 CSU/DSUs, then the college will be responsible for the support of the CSU/DSUs and the data circuit.

  • If the college is providing support for the circuit, its staff will call CIS Customer Support (425-803-9721) for circuit problems, not the phone company. Remember, the circuits belong to DIS, not the college.
  • CIS will place a call to DIS’s Network Control Center (NCC). If the college is supporting the circuit, CIS will give a college staff member’s name as the call-back contact.
  • The NCC will call US West or GTE, as appropriate, and then either act as an intermediary or put the college in direct contact with the Phone Company.
  • If the college ends up working directly with the phone company, remember to close the phone company’s ticket. In addition, let CIS know that the problem has been resolved so that CIS staff can close the NCC ticket.

As with the self-support model, the CIS will provide assistance to the colleges for college-supported equipment the same way it provides support to the colleges for their LANs. Again the ultimate responsibility lies with the college. CIS will be sending out further information to Cooperative Support Colleges so that there is advance agreement about who is supporting what. Also, remember to update the K-20 Data Contacts List as changes in personnel occur. Colleges that fall under this model include: Tacoma, Pierce, Yakima, Columbia Basin, Walla Walla, Skagit, Clark, Wenatchee, Centralia, South Seattle.

Self-support and cooperative support models
If the CIS is asked to provide support for equipment that is the college’s responsibility, then it will be on a time available and possible cost recovery basis.

Centralized support model
As with the other two models, call CIS Customer Support (425-803-9721) if you need support. Under this model the CIS will be responsible for all the support including support for the routers, CSU/DSUs, and the circuit. Colleges would not have access to any of the network devices. To be under the centralized support model, a college must be using all K-20 supplied equipment. Colleges that have chosen this model include: Shoreline, South Puget Sound, Peninsula, Grays Harbor, Everett, Bellevue, Highline, Seattle Central.

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This page last modified: June 18, 2002

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