Usage Based Network Service – Operations Guide



Contents

1.0 Usage-Based Network Service Operations Guide 2

1.1. Purpose of the Operations Guide 2

2.0 Usage-Based Network Service Overview 2

2.1. Description 2

2.2. What is Included in the Service? 2

3.0 Usage Rate for the Service 2

4.0 Ordering Services 3

4.1. Customer Supplied IP Addresses 3

4.2. SSRC Supplied IP Addresses 3

5.0 Billing 4

6.0 Network Issues and Trouble Reporting Procedures 4

7.0 Usage-Based Network Service – Customer FAQs 5

8.0 Revision History 7

Usage-Based Network Service Operations Guide

1 Purpose of the Operations Guide

The Usage Based Network Services user guide outlines the service, as well as the operational handling and support of the service. This guide will be reviewed periodically by DMS-DivTel and the SSRC, and revisions will be made as necessary.

Usage-Based Network Service Overview

1 Description

Usage-Based Network Service provides customers with access to the state intranet and Internet through or from the SSRC. The Department of Management Services, Division of Telecommunications provides this access through aggregated network facilities installed at the SSRC. Customers are invoiced based on their actual bandwidth utilization. The measurement of bandwidth utilization is accomplished by collecting NetFlow information for IP addresses traversing the aggregated network facilities.

The Department of Management Services, Division of Telecommunications is responsible for the design, implementation, management and invoicing for this service. Responsibility also includes configuration of the core infrastructure at the SSRC that provides connectivity to the aggregated facilities.

2 What is Included in the Service?

Customers subscribing to this service benefit from the features listed below.

• Access to the state intranet (Common Services) and Internet

• IP address assignment

• Online ordering

• Technical support and troubleshooting of network issues related to access to state intranet and Internet through the DMS-DivTel provided aggregation circuits.

Usage Rate for the Service

Customers are invoiced at $0.47 per gigabyte (GB) by DMS-DivTel. The total invoice amount will fluctuate based on total bandwidth utilized for the relevant month and IP addresses identified as registered to the customer. Invoice totals will also fluctuate if the billable IP addresses change during any given month. The monthly invoice amount is calculated as follows:

Total Monthly Bandwidth Usage x $0.47 = Amount Invoiced

These charges are in addition to any other charges such as “Network Units” provided by Agency for State Technology (AST). For details on this charge or any other applicable charges, please contact AST.

Additional charges such as CCOC LAN ports managed by the Department of Management Services apply as well.

Ordering Services

A Communications Service Authorization and Billing (CSAB) order must be used to establish, update, re-assign, or discontinue billing of IP addresses.  IP addresses will not be assigned, re-assigned, activated or disconnected by the SSRC without an appropriate CSAB order submitted by the customer. The SSRC will inform customers that they are required to submit a CSAB order to register an IP address (or range) before the SSRC configures customer equipment. If an IP address (or range) is no longer needed, customers must submit a CSAB order for the SSRC processing to update billing records.  Failure to submit a CSAB order will result in continued billing of the original IP addresses to the customer. 

Part of the CSAB process, the customer selects the type of IP address scheme; either “customer supplied” IP addresses or “SSRC supplied” IP addresses. Customers select “customer supplied” IP addresses if they wish to provide their own IP address range. Otherwise, “SSRC supplied IP addresses” should be selected.

1 Customer Supplied IP Addresses

a) Customers submit a CSAB order by selecting the “customer supplied” IP addresses option.

b) Customers input their IP addresses in the space provided.

c) The SSRC reviews the order once the customer completes and submits the order in the CSAB.

d) Based on the information in the order, the SSRC configures the appropriate device with the IP addresses.

e) Once the device is configured and IP addresses are activated, the SSRC closes the order, and billing commences.

2 SSRC Supplied IP Addresses

a) Customers submit a CSAB order by selecting the “SSRC supplied” IP addresses option. The customer does not have an option to assign IP addresses (that is the responsibility of the SSRC).

b) The SSRC is responsible for assigning IP addresses in CSAB.

c) The SSRC configures the appropriate device with the assigned IP addresses listed in the order.

d) Once the device is configured, the SSRC closes the order, and billing commences.

The CSAB system can be accessed at

If assistance is needed in completing a CSAB order, customers may contact DMS-DivTel by calling SUNCOM Helpdesk at 1-888-4SUNCOM or email SUNCOM.Helpdesk@dms..

Billing

The SSRC is responsible for closing CSAB orders once configuration is complete. Closure of the CSAB order gives DMS-DivTel authorization to invoice for usage.

The Department of Management Services, Division of Telecommunications built a custom application to collect utilization information for all IP addresses traversing the aggregated network facilities. The utilization information is then stored in the SUNCOM billing system. Monthly invoices are generated based on a customer’s CSAB order with the registered IP address (or range).

Please contact the SUNCOM Helpdesk with any billing questions:

Email – SUNCOM.Helpdesk@dms.

Toll Free – 1-888-4SUNCOM

Network Issues and Trouble Reporting Procedures

Customers may contact the SSRC Services Desk for troubles experienced accessing services at the SSRC, state intranet or Internet. The SSRC Services Desk is the single point of contact for logging and escalating network troubles to the appropriate DMS-DivTel engineer through the SUNCOM Network Operations Center (NOC). The Department of Management Services, Division of Telecommunications engineers will work with the customer to resolve network issues.

The SSRC Services Desk and SUNCOM NOC are in operation 24 hours a day, 7 days a week, and 365 days a year.

SSRC Services Desk Contact Information:

• Local Number: (850) 487-1746

• Toll Free Number: (877) 299-7772

• Email: help@ssrc.

The Department of Management Services, Division of Telecommunications is responsible for ensuring that customers are aware of the service information they must provide to the SSRC Services Desk. The necessary information includes:

• IP addresses (source and destination)

• Agency name and location

• Type & description of service

• Detailed description of the trouble

• Exact date and time of the trouble

• Contact information including name, telephone number, email and site access hours

• Hours of operation

• Information regarding any activity performed on your system (i.e., recent system patches, maintenance, software/hardware changes etc.), even if activity is thought to be non-service affecting

• Special requirements or constraints

Usage-Based Network Service – Customer FAQs

Q1: What is Usage-Based Network Service?

A1: Usage-Based Network Service provides customers with access to the state intranet and Internet through or from the SSRC. The Department of Management Services, Division of Telecommunications provides this access through aggregated network facilities installed at the SSRC.  Customers are invoiced based on their actual bandwidth utilization. The measurement of bandwidth utilization is accomplished by DMS-DivTel collecting NetFlow information on IP addresses.

Q2: How much does it cost to subscribe to the Usage-Based Network Service?

A2: Customers are invoiced by DMS-DivTel at a rate of $0.47 per GB of traffic. The total invoice amount will fluctuate based upon the total bandwidth usage for the relevant month. Invoice totals will also fluctuate if the billable IP addresses change during any given month.

Q3: What is included in the Usage-Based Network Service?

A3: Customers that subscribe to this service will benefit from the features listed below.

• State intranet (Common Services) and Internet Access

• IP address assignment

• Online ordering

• Technical support and troubleshooting of network issues related to access to the state intranet and Internet through the state provided aggregation circuits.

Q4: Are there any one-time charges for installing or deleting this service?

A4: There are no one-time charges for installing or deleting IP addresses.

Q5: What is the billing cycle?

A5: The billing cycle for this service runs from the first day of the month to the last day of the month.

Q6: What is the contact information for help regarding submitting CSAB orders?

A6: Please use the following contact information if you need help with a CSAB order.

• Email – SUNCOM.Helpdesk@dms.

• Toll Free – 888-4SUNCOM

Q7: What is the contact information for help regarding billing issues?

A7: Please use the following contact information if you have any questions regarding your bill.

• Email – SUNCOM.Helpdesk@dms.

• Toll Free – 888-4SUNCOM

Q8: What is the contact information for the SSRC Services Desk to resolve any network issues?

A8: Please use the following contact information to resolve any network issues.

• Local Number: (850) 487-1746

• Toll Free Number: (877) 299-7772

• Email: help@ssrc.

Q9: Can I view my bill details online?

A9: Yes, customers can view bill details online by accessing the “Invoice Explorer” tab in the CSAB system.

Q10: What is the timeframe to register and activate an IP Address? 

A10: It may take up to five business days under normal circumstances.

Q11: What is the time-frame between placing an order for the service through the CSAB system and the billing of the service?

A11: Billing will start once the order is completed in the CSAB system, and after the IP addresses have been registered and activated.

Q12: When will billing stop after I issue a disconnect order through the CSAB system?

A12: Billing will stop depending on the completion date. Typically it will stop within five business days.

Q13: How is the IP utilization being measured? Where is the collection point located in the DMS-DivTel network and how is the data being reported and recorded?

A13: The Department of Management Services, Division of Telecommunications built a custom application to collect all IP addresses traversing the aggregated network facilities. This flow information is collected from the interfaces on the routers where these aggregation network facilities terminate.  The utilization data is then stored in the SUNCOM billing system and invoiced monthly according to the CSAB orders received from customers registering their IP addresses.

Q14: What process does DMS-DivTel use to authorize the billing of specific IP addresses?

A14: A CSAB order submitted by a customer gives DMS-DivTel authorization to invoice.  The CSAB order links IP addresses with the customer’s SUNCOM billing account.

Q15: What if my IP addresses are not registered in the CSAB system?

A15: The Department of Management Services, Division of Telecommunications will research the IP addresses to determine which customer is assigned the specific IP addresses. Once determined, DMS-DivTel will contact the customer to register the IP addresses. Please note that all customers with IP addresses traversing the network must submit a CSAB order to link the IP address and billing accounts. If IP addresses are assigned, changed, or discontinued, you must submit the appropriate CSAB order prior to the change.

Q16: How do I know I need to register an IP address through the CSAB system?

Q16: Customers must submit a CSAB order to register IP addresses if:

• IP addresses assigned to equipment at the SSRC traverse the aggregated network facilities installed at the SSRC (state intranet and Internet) or

• IP addresses from devices outside of the SSRC complex access Common Services or the Internet through the aggregated network facilities installed at the SSRC.

Customers that are unsure may:

1. Contact their network administrator.

2. Contact the SUNCOM Helpdesk at SUNCOM.Helpdesk@dms. to determine if the IP addresses need to be registered through the CSAB process.

3. Register the IP addresses.  If the IP addresses do not traverse the aggregate network facilities, customers will not be billed.

Q17: Where can I request additional detail related to the utilization of our IP addresses?

A17: Requests for additional detail related to utilization of IP addresses should be sent to the SUNCOM Helpdesk by email to SUNCOM.Helpdesk@dms.. Please provide as much detail as possible when submitting your request.

Revision History

|Revision date |Version |Revised Sections and Summary of Changes |

|02-12-2016 |1.01 |Under Section 3.0, replaced “SSRC LAN Port” charges with “Network Units” provided by AST. |

| | |Under Section 2.2, removed two bullet items. |

|08-06-2018 |1.02 |Removed the sub-menu for the SUNCOM toll free number. |

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User Guide

USage-Based Network Service

Division of Telecommunications, Department of Management Services

The Usage-Based Network Service user guide describes the service, operational handling, and support.

Last Updated August 6, 2018 (Version 1.02)

Prepared by Amir Qureshi

Product Manager

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In order to avoid copyright disputes, this page is only a partial summary.

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