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

2. 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

3. DPS Satellite Network M

4. 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

5. 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

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

7. NOC Operations Flow ChartB

8. 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

9. 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

10. NOC Responsibility Return all voice messages within 15 minutes
Answer all /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

11. 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

12. 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

13. 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

14. 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 after every emergency deployment
R/M

15. 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

16. 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

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

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