DPS-TMF JOINT NETWORK OPERATIONS CENTER (NOC) METHODS OF OPERATIONS PLAN MARCH 31, 2012

Objectives DPS Satellite Network Overview Describe NOC Procedures for both call taker and end users Define the NOC Hours of Operation and Staffing Define Rules of Engagement and Escalation processes T

DPS Satellite Network M

Key Network Features Primary and Backup teleports Primary Teleport located far away from the coast! Connectivity via national MPLS network Stable and reliable service Changes to bandwidth DO NOT require re-boots We can see the performance of ALL the remotes M

Operating Procedures and Practices NOC Location: Camp Mabry Operational: 365x24x7 Normal Staffing: 0800 to 1700 Hours M-F by TMF 1701 to 0759 Hours M-F, Weekends and Holidays by Stratos GNOC Possible exceptions managed by TMF B

Operating Procedures and Practices Single Support Number: (512)782-1020 NOC monitoring tools: iMonitor Whatsup Gold Tools Accessability: TMF, DPS and SWS B

NOC Operations Flow Chart B

Basic Principles Non-emergency All remote units assigned 512 Kbps x 512 Kbps Exceptions predefined jointly by DPS-TMF Bursting up to 1 Mb x 512 Mb Kbps available based upon overall network utilization T

Basic Principles Emergency Declaration Decision to allow bursting 0800 to 1700 hours M-F – NOC TMF Lead All other hours - CCG defined lead Bursting up to 2 Mb x 1 Mb based upon overall network utilization Escalation TMF or SWS to CCG T

NOC Responsibility Return all voice messages within 15 minutes Answer all email/text within 15 minutes Apprise caller of satellite network status View callers remote status (Up – Down – Heavy Usage – Significant weather) iDirect modem – connected Router – LAN connected B/R

NOC Responsibility Trouble shoot where possible Escalate to GNOC (network related) Escalate to SWS (hardware related) Escalate bandwidth bursting requests Document all calls, actions taken and resolution B/R

NOC Responsibility Establish standards and technical configurations Coordinate and assist participating agencies with hardware and technical configurations Monitor and log all network access and utilization Troubleshoot network issue with the teleport GNOC Assure access for priority remotes during emergencies B/R

Remote User Responsibility Monthly Test of all elements (Satellite – D/V, Interop, …) Before calling NOC: Verify power to all elements (iDirect Modem, Sat Controller, Router and Switch) Ensure there is clear sky with no obstructions that would block satellite signal Make sure iDirect Modem has “solid” amber “Rx” and “Net” lights before pointing Stow the antenna one time and re-point before calling the NOC M

Remote User Responsibility Enter “planned” deployments for 2012 on the DHS-S&T First Responder communities web calendar by May 1, 2012 (Contact CCG to arrange access) Send an After Action Report to CCG (ccg@dps.texas.gov) after every emergency deployment R/M

Bandwidth Management Scenarios Minimize non-priority remote use to a monthly test and planned events Ensure routers are configured with QoS for voice calls Block/restrict traffic that does not support an operation When multiple remotes are deployed in an emergency increases will be based upon priority of the remote in a response – the NOC will resolve any conflicts T

Bandwidth Management Scenarios Bandwidth requests outside of M-F 0800 to 1700 hours: TMF or SWS will be contacted to resolve any conflicts or validate priorities TMF or SWS will coordinate with CCG as appropriate T

FUTURE PLANS Technical Training Basic satellite operations Platform preventive maintenance Platform troubleshooting Advanced maintenance and component replacement M

SUMMARY ROBUST NETWORK SINGLE SUPPORT NUMBER TEAM STRUCTURE OPERATIONS AND SCOPE FOCUS MANAGED BANDWIDTH M