DPS-TMF JOINT NETWORK OPERATIONS CENTER (NOC)

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)782-1020 • NOC monitoring tools: • iMonitor • Whatsup Gold • Tools Accessability: • TMF, DPS and SWS B

7. NOC Operations Flow Chart B

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 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

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 (ccg@dps.texas.gov) 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