K-20 Operations Cooperative

(KOCO)

  

 

 

Services and Responsibilities

 

 

January 1998

Version 2

dis.wa.gov/K20

 

 

 TABLE OF CONTENTS

Section

Title

Page

11.

Introduction

1.1 

Background and Purpose

3
1.2 

KOCO Functions -Overview

3
1.3

ISB Approval

4
1.4

TOPC Approval

4
1.5

KOCO/ISB Services Agreement

4
1.6

KOCO Organization

4
1.7

Overview - KOCO and Educational Sector 4 Roles and Responsibilities

4
1.8

Phase 1 and Phase 2 Considerations

5

2.

Internet/Intranet Services

5
2.1

KOCO/Sector Roles and Responsibilities

5
2.2

Network Operations

5
2.3

Network Engineering

6
2.4

Network Server Management

7
2.5

Responsibilities - Designated Site Contacts

9

3.

ISDN Network and Multisite Scheduling (Video Services)

3.1

KOCO/Sector Roles and Responsibilities

9
3.2

Network Operations

10
3.3

Network Engineering

11
3.4

Multipoint Videoconferencing Scheduling

12
3.5

Responsibilities - Designated ITU Technical 
Representatives and Site Contacts

12

4.

DIS Responsibilities

4.1

Overview

13
4.2

DIS Responsibilities

13

Figure 1-1

K-20 Operations Coorperative (KOCO) Reporting Structure

Figure 1-2

KOCO Components and Principal Functions

Figure 2-1

K-20 Network Operations Management Approach (Data)

Figure 3-1

K-20 Network Operations Management Approach (Video)

 

SECTION 1

INTRODUCTION
1.1  Background and Purpose

Operation of the K-20 Educational Telecommunications Network began in September 1997. To oversee the day to day operation of the network, an organization known as KOCO (K-20 Operations Cooperative) has been established. The KOCO consists of three cooperative organizations that perform distinct portions of KOCO's operational responsibilities. These organizations are University of Washington Computing & Communications (UW/C&C), Department of Information Services Telecommunications Services Division (DIS/TSD), and the Washington Interactive Television unit of DIS, (DIS/WIT).

This document provides information concerning KOCO including:

Description of Services

Roles and Responsibilities

Relation to the Educational Sectors

Staffing

Problem Reporting, Tracking, and Resolution Procedures

Performance Reporting

1.2  KOCO Functions - Overview

The mission of the KOCO is to provide for the reliable, technical operation of the K-20 shared network and to provide K-20 Network technical and operational assistance to the educational sectors through designated sector Institutional Technical Unit (ITU) representatives.

Some examples of functions provided by KOCO are:

Fault isolation/problem resolution

24 hour vendor dispatch

Network performance monitoring

Scheduling for multipoint (switched) video sessions

Congestion management

Performance report generation

A specific list of functions for data, video, and satellite services is contained in the sections that follow.
1.3  ISB Approval
The Information Services Board (ISB) approved KOCO as the interim K-20 operational concept on July 1, 1997. A copy of the ISB motion is provided in Appendix A.
1.4  Telecommunications Oversight and Policy Committee (TOPC) Approval
  TOPC has been briefed on the KOCO throughout the development of KOCO. The KOCO concept was formally introduced with TOPC on May 20, 1997. A copy of the materials presented to TOPC is included in Appendix B.
1.5  KOCO/ISB Services DIS Contractual Agreement
KOCO has been chartered by the ISB and TOPC to provide operational support services for the K-20 network during an initial period. The length of this initial period has not been defined.
KOCO will be administered by the University of Washington under an contractual agreement between the University of Washington and the Department of Information Services. (DIS serves as staff to the ISB and performs the ongoing management of activities chartered by the ISB.)The agreement is contained in Appendix C.
1.6  KOCO Organization

KOCO is responsible to the Information Services Board (ISB) and TOPC. A KOCO Steering Committee will provides direct oversight of the KOCO and provides assistance in the resolution of non-technical (i.e. policy) issues that which may arise.

This overall reporting structure is illustrated in Figure 1-1.

KOCO consists of an overall K-20 operating function, K-20 Network Operations Center, that is resident at the University of Washington and is staffed by UW personnel. Maintenance agents, which work under the direction of UW and DIS/TSD, are also a part of the overall KOCO service.

This relationship is illustrated in Figure 1-2.

1.7  Overview - KOCO and Educational Sector Roles and Responsibilities

From an overall perspective, KOCO is responsible for the operation and maintenance of the K-20 shared network infrastructure and the educational sectors are responsible for the operation and maintenance of the infrastructure associated with their respective institutions.

Operational demarcation boundaries have been agreed upon and are presented in the sections that follow:

Operational demarcation for data (Internet/intranet): Section 2

Operational demarcation for switched ISDN (video): Section 3

1.8   Phase 1 and Phase 2 Considerations

While, the KOCO concept was designed to meet the Phase 1 operational needs, it was also designed such that it could be scaled to address the operational needs of Phase 2 and subsequent phases.

This document focuses upon Phase 1. The Experience with the operation of Phase 1 will be factored into the design and operation of KOCO as K-20 expands into Phase 2.

 

SECTION 2

INTERNET/INTRANET SERVICES

(1-888-934-5551, 1-888-934-5557 (fax))

 
2.1  KOCO/Sector Roles and Responsibilities

KOCO has the overall operational responsibility for operation of the K-20 network. This responsibility extends to the operational "demarc" located at the institutional site. Individual institutions are responsible for operation on the institutional side of the "demarc."

Figure 2-1 shows the operational "demarc" between the KOCO and educational institutional responsibilities.

The area of KOCO responsibility consists of three principal components:

Network Operations

Network Engineering

Network Server Management

Specific KOCO responsibilities within each of these three areas is outlined below.

2.2  Network Operations
(a)  Monitor K-20 network status

Monitor circuit, inverse multiplexer, and router status from Seattle hub to K-20 sector Customer Premise Equipment (CPE) router interfaces.

Monitor 24 hours per day, 7 days per week, including holidays.

Notify designated site contact at affected site(s) regarding network outages or major problems.

Notify designated site contact regarding scheduled maintenance.

Review daily event logs and follow up on all K-20 router reboots and excessive circuit toggles.

Update network maps and databases based on information from KOCO network engineering and designated site contacts.

(b)  Troubleshoot K-20 network problems
(c)  Coordinate problem resolution
(d)  Archive network performance data
2.3  Network Engineering
(a)  Manage Intranet hardware
(b)  Provide technical support
(c)  Analyze network performance data
    • Analyze K-20 network utilization and performance data and identify problems.
    • Analyze and make recommendations for changes and improvements in institutional interfaces and operational practices with K-20 network.
    • Recommend actions to resolve problem areas.
2.4  Network Server Management
(a)  Monitor K-20 network server status (e.g., caching and network news server feed)
    • Monitor operational status (i.e., server up or down) of K-20 network servers 24 hours per day, 7 days per week, including holidays.
    • Monitor daily performance statistics.
    • Notify designated site contact at affected site(s) regarding outages or major problems.
    • Notify designated site contact regarding scheduled maintenance.
(b)  Troubleshoot server problems
    • Identify problems uncovered by server monitoring.
    • Handle K-20 network server problem reports received from designated technical representatives.
    • Determine the source of the problem (e.g., power, software, hardware failure).
(c)  Coordinate problem resolution
    • Coordinate K-20 hardware failure restoration with designated maintenance organization.
    • Coordinate problem resolution with designated ITU technical representatives.
    • Determine when problem is not within K-20 network and provide information to designated ITU technical representative(s)
    • Maintain record of action taken for problem resolution.
    • Initiate escalation procedures for extended K-20 network server disruptions.
(d)  Manage K-20 network server hardware
    • Make recommendations to ISB/TWG for K-20 network hardware and software acquisitions.
    • Manage procurement and installation of K-20 network server hardware and software consistent with ISB/TWG policies and guidelines.
    • Develop and implement server configurations and maintain configuration revision control.
    • Maintain configuration files to allow network news and web caching connections from K-20 sites upon receipt of signed request.
    • Track and make recommendations concerning evolving Internet standards and server software packages.
(e)  Provide technical support
    • Resolve K-20 network server hardware and software problems.
    • Provide K-20 network server utilization procedures to designated technical representatives.
    • Provide technical support to designated ITU technical representatives for K-20 network server issues.
(f)  Analyze server performance data
    • Analyze K-20 server utilization data and identify problems.
    • Analyze and make recommendations for changes and improvements in institutional interfaces and operational practices with K-20 network.
    • Recommend actions to resolve problem areas.
    • Archive data for trend and problem analysis for a minimum of one year.
2.5   Responsibilities - Designated ITU Technical Representatives and Site ContactsSite Contacts
(a)  Maintain current contact information
    • Provide information to KOCO-UW of the with designated ITU technical representatives for each site, and the primary and backup designated site contact information for coordination of K-20 network problems (name, voice number, fax number, pager number, email, mailing address, and hours of availability).
    • Provide escalation procedures and contacts.
    • Submit updates to KOCO-UW whenever contact information changes.
    • Review and confirm contact information with KOCO-UW a minimum of twice a year.
(b)  Notify KOCO-UW regarding service disruptions
    • Notify KOCO-UW prior to any planned site-specific events that may impact K-20 network connectivity.
(c)  Assist KOCO-UW with troubleshooting
    • Perform troubleshooting actions requested by KOCO-UW.
    • Coordinate with designated ITU technical representative for site-specific problems.
 

SECTION 3

ISDN NETWORK AND MCU

(Video Services)

(ISDN = 1-888-934-5552, 1-888-934-5558 (fax))

(Multi-site scheduling = 1-888-934-5553, 1-888-934-5559 (fax))

 
3.1   KOCO/Sector Roles and Responsibilities

KOCO has the overall operational responsibility for operation of the K-20 network for interactive, switched video services. This responsibility extends to the operational "demarc" located at the institutional site. Individual institutions are responsible for operation of video services on the institutional side of the "demarc."

Figure 3-1 shows the operational "demarc" between the KOCO and educational institutional responsibilities.

The area of KOCO responsibility for interactive video consists of three principal components:

Network Operations

Network Engineering

Multipoint Videoconferencing Scheduling

Specific KOCO responsibilities within each of these three areas is outlined below.

3.2  Network Operations
(a)  Monitor network status
    • Monitor K-20 ISDN switched network up to RJ48C interface jack at K-20 user site.
    • Monitor K-20 multipoint control unit (MCU) operations.
    • Monitor major alarms 24 hours per day, 7 days per week, including holidays.
    • Notify designated site contact at affected site(s) regarding outages.
    • Notify designated site contact regarding scheduled maintenance.
    • Review daily event logs and follow up on major alarms and excessive circuit toggles.
    • Update network databases.
(b)  Troubleshoot network problems
    • Identify problems uncovered by network monitoring.
    • Handle problem reports received from designated technical representatives.
    • Determine the source of the problem (e.g., power, transport, hardware failure).
(c)  Coordinate problem resolution
    • Dispatch transport (layer 2) problems to KOCO-DIS.
    • Refer K-20 ISDN network and MCU problems to KOCO telecom operations.
    • Coordinate K-20 hardware failure restoration with designated maintenance organization.
    • Coordinate K-20 problem resolution with designated ITU technical representatives.
    • Maintain record of action taken for K-20 problem resolution.
    • Initiate escalation procedures for extended service disruptions.
(d)  Archive network performance data
    • Log regularly collected network utilization and diagnostic statistics.
3.3  Network Engineering
(a)  Manage K-20 ISDN switched network and MCUs
    • Make recommendations to ISB/TWG for K-20 hardware and software acquisitions.
    • Manage procurement and installation of K-20 hardware and software consistent with ISB/TWG policies and guidelines.
    • Resolve K-20 technical issues with vendor engineering and development organizations.
    • Develop and implement K-20 equipment configurations and maintain configuration revision control.
    • Maintain K-20 network routing and K-20 dialing plan.
    • Interface with K-20 Network Service Providers.
(b)  Provide technical support
    • Resolve K-20 ISDN switched network and MCU problems.
    • Provide K-20 ISDN network dialing plan to designated ITU technical representatives.
    • Provide technical support to designated ITU technical representatives for K-20 switching and MCU issues.
(c)  Analyze network performance data
    • Analyze K-20 network utilization data and identify problems.
    • Analyze and make recommendations for changes and improvements in institutional interfaces and operational practices with K-20 network.
    • Recommend actions to resolve problem areas.
3.4  Multipoint Videoconferencing Scheduling
(a)  Schedule interactive video multipoint control unit (MCU) resources
    • Schedule K-20 MCU ports for multipoint videoconferences.
    • Provide confirmation of reserved MCU ports and assigned phone numbers.
(b)  Maintain MCU user database
    • Maintain database of registered K-20 video endpoints (eligible to use MCU).
    • Conduct MCU acceptance testing for new interactive video sites.
(c)  Provide MCU event technical support
    • Provide technical support during K-20 multipoint videoconferencing events.
    • Coordinate problem resolution with KOCO-UW.
3.5   Responsibilities -- Designated ITU Technical Representatives and Site Contacts
(a)  Maintain current contact information
    • Provide information to KOCO-UW of the ITU technical representatives for each site, and with primary and backup designated site contact information for coordination of network problems (name, voice number, fax number, pager number, email, mailing address, and hours of availability).
    • Provide escalation procedures and contacts.
    • Submit updates to KOCO-UW whenever contact information changes.
    • Review and confirm contact information with KOCO-UW a minimum of twice a year.
(b)  Notify KOCO-UW regarding service disruptions
    • Notify KOCO-UW prior to any planned site-specific events that may impact K-20 network connectivity.
(c)  Assist KOCO-UW with troubleshooting
    • Perform troubleshooting actions requested by KOCO-UW.
    • Coordinate with designated ITU technical representative for site-specific problems.

 

 

 

SECTION 4

DIS RESPONSIBILITIES

 
4.1  Overview
DIS Network Operations is responsible for the operation of the K-20 shared transport network. The shared transport network includes all circuits within the heavy dotted lines illustrated in Figures 2-1 (data) and 3-1 (video) .
As a maintenance agent for KOCO, the DIS interface is with KOCO personnel at UW. All sector data (Internet/Intranet) problem reports are directed to KOCO at UW (1-888-934-5551, Seattle area 206-934-5551) and all sector K-20 ISDN network (video) problem reports are directed to KOCO at UW (1-888-934-5552, Seattle area 206-934-5552), and all multi-site scheduling (MCU) requests and event problems involving K-20 network are to be directed to KOCO scheduling at UW (1-888-934-5553, Seattle area 206-934-5553); it is the responsibility of KOCO at UW to refer any transport problems to DIS for action. KOCO retains the problem ticket and remains as the interface to the entity reporting the problem.
4.2  DIS Responsibilities

Specific DIS responsibilities for K-20 transport are:

(a)  Monitor transport network
    • Monitor all internodal transport circuits
    • Monitor all secondary transport circuits which are a part of the shared network
(b)  Report and track problem resolution with appropriate carrier
(c)  Keep KOCO (UW) informed of progress on resolution of all transport problems
(d)  Escalate problem resolution within the carriers as required
(e)  Maintain and report appropriate performance statistics to KOCO
(f)  Perform capacity planning and make recommendations for capacity changes