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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 SBCTC-ITD. 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 SBCTC-ITD.
- SBCTC-ITD 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, SBCTC-ITD will take the necessary
actions to correct the problem. Being able to access the Imux allows SBCTC-ITD 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 SBCTC-ITD Operations or the SBCTC-ITD 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 SBCTC-ITD 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 SBCTC-ITD 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 Geiler Hidalgo at
SBCTC-ITD. 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 SBCTC-ITD Customer Support (425-803-9721) for
circuit problems, not the phone company. Remember, the circuits belong to DIS not the
college.
- SBCTC-ITD 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 SBCTC-ITD know that
the problem is resolved so that SBCTC-ITD 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, SBCTC-ITD 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 SBCTC-ITD 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. SBCTC-ITD will always be responsible for the K-20
7206 router. A college can have SBCTC-ITD support the 2500 series router at the branch
campus or support it themselves. If the college is using K-20 CSU/DSUs, then either
SBCTC-ITD 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 SBCTC-ITD Customer
Support (425-803-9721) for circuit problems, not the phone company. Remember, the circuits
belong to DIS, not the college.
- SBCTC-ITD will place a call to DIS’s Network Control Center (NCC). If the college is
supporting the circuit, SBCTC-ITD 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 SBCTC-ITD know that the problem has been resolved
so that SBCTC-ITD staff can close the NCC ticket.
As with the self-support model, SBCTC-ITD 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. SBCTC-ITD 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 SBCTC-ITD 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 SBCTC-ITD Customer Support (425-803-9721) if you need
support. Under this model SBCTC-ITD 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:
October 30, 2009
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