WAN Features & Support Overview

WAN Service Options

Feature	Bronze Best Effort WAN Service Offerings	Silver Guaranteed WAN Service Offerings	Gold Guaranteed WAN Service Offerings
Service Level Targets	Availability: 99% Not guaranteed Delivered with Service Level Objectives (SLO)	Availability: 99.5% Guaranteed MTTRSP 1 Hour MTTR </= 4 hours (no dispatch) MTTR </= 8 hours (dispatch required) Delivered with Service Level Agreement (SLA)	Availability: 99.9% Guaranteed MTTRSP 1 hour MTTR </= 4 hours (no dispatch) MTTR </= 8 hours (dispatch required) Delivered with Service Level Agreement (SLA)
Bandwidth Tiers	Asymmetrical 200M to 1G No guaranteed bandwidth (highly oversubscribed)	Symmetrical 10M to 10G Guaranteed bandwidth (available for all service tiers)	Symmetrical 10M to 10G Guaranteed bandwidth (available for all service tiers)
Transport Options	Delivered via cable, DSL, cellular 4G/5G, or LEO satellite	Delivered via fiber ethernet across single last-mile circuit and single CPE	Delivered via fiber ethernet from multiple independent telco providers
High Availability Options	Not available	Not available	Standard High Availability Service Alternate High Availability Service
Internet Connectivity	Included	Included	Included
Security	Agency ESAP¹ included (cloud-based security)	Agency ESAP¹ included (cloud-based security)	Agency ESAP¹ included (cloud-based security)
Hardware	Router hardware and maintenance included	Router hardware and maintenance included	Router hardware and maintenance included
Configuration Management	IP address management: IPv4 public/private address assignments Domain Name Services (DNS) and Dynamic Host Configuration Protocol (DHCP)	IP address management: IPv4 public/private address assignments Domain Name Services (DNS) and Dynamic Host Configuration Protocol (DHCP)	IP address management: IPv4 public/private address assignments Domain Name Services (DNS) and Dynamic Host Configuration Protocol (DHCP)
Traffic Management	No prioritization of traffic (No QoS)	Prioritization of traffic (QoS)	Prioritization of traffic (QoS)
Service Support	24/7 support²	24/7 support	24/7 support

High Availability Service Options

Feature	Standard HA Service with Gold Guaranteed WAN Service Offerings	Alternate HA Service with Gold Guaranteed WAN Service Offerings	Enterprise Network Rapid Response HA Service
Availability	Available only with Gold Guaranteed WAN Service Offering	Available only with Gold Guaranteed WAN Service Offering	Available as a standalone Cold Disaster Recovery Network Recovery Solution
Hardware	Included in Gold Guaranteed WAN Service Offering	Additional customer premises equipment (CPE) hardware is optional unless required to deliver secondary circuit	NCDIT procures Starlink asset(s) via bulk-buy purchase contract NCDIT maintains ownership of Starlink asset(s) NCDIT delivers Starlink asset(s) to the agency Agency maintains physical asset warehousing and coordinates on-site delivery. Agency activates disaster recovery for network recovery
Activation	Service provisioned to fail over automatically in the event of primary circuit or hardware failure	Service provisioned to fail over automatically in the event of primary circuit or hardware failure	Agency activates Disaster Recovery Plan Agency opens service request to NCDIT for activation of asset in Starlink provisioning portal and NCDIT will provision based on agreed SLAs Upon completion of DR Plan and HA need, the agency will notify NCDIT and Starlink service subscription will be deactivated for the asset
Connectivity	Secondary circuit is same bandwidth to ensure no performance degradation in failover	Secondary circuit is less bandwidth and delivered via alternate transport options, including fiber ethernet, cable, cellular 4G/5G or LEO satellite	Primary cold disaster recovery circuit providing temporary Wi-Fi connectivity only
Security	Agency ESAP¹ included (cloud-based security)	Agency ESAP¹ included (cloud-based security)	Agency needs to sign MOU assuming security risk of activating public facing network connectivity during disaster recovery plan
Service Support	24/7 support² 24/7 device monitoring Performance utilization reporting Equipment technology refresh Patch/firmware upgrades Incident tickets opened as low, medium, high or critical³	24/7 support² 24/7 device monitoring Performance utilization reporting Equipment technology refresh Patch/firmware upgrades Incident tickets opened as low, medium, high or critical³	24/7 support 24/7 device monitoring Performance utilization reporting - not applicable Equipment technology refresh Patch/firmware upgrades Incident tickets can only be opened as low priority³

¹ESAP is defined as centrally managed secure access for all ingress/egress traffic to/from agency virtual networking private routing domain(s).

²Vendor support for these technologies varies and may not be available 24/7.

³Guaranteed WAN service follows the response and resolution times described in the Priority Model found in the Global Service Level Agreement. Vendor support for Best Effort WAN service delivered via broadband technologies varies, preventing NCDIT from meeting the target resolution times. Therefore, the response and resolution times for incidents for best effort broadband services will correspond to a Low Priority.