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
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DPS Satellite Network
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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
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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
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Operating Procedures and Practices
 Single Support Number: (512)782-1020
 NOC monitoring tools:
 iMonitor
 Whatsup
•
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Gold
Tools Accessability:
– TMF, DPS and SWS
NOC Operations Flow Chart
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Basic Principles
 Non-emergency
 All
remote units assigned 512 Kbps x 512
Kbps
 Exceptions
 Bursting
predefined jointly by DPS-TMF
up to 1 Mb x 512 Mb Kbps available
based upon overall network utilization
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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
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or SWS to CCG
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:
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


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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
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
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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
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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
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FUTURE PLANS
 Technical Training
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
Basic satellite operations

Platform preventive maintenance

Platform troubleshooting

Advanced maintenance and component
replacement
SUMMARY
 ROBUST NETWORK
 SINGLE SUPPORT NUMBER
 TEAM STRUCTURE
 OPERATIONS AND SCOPE FOCUS
 MANAGED BANDWIDTH
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