Enterprise Network Services

What is this Service?

This service provides secure, reliable data network connectivity for State of Vermont users to connect to enterprise resources (such as email, business applications, printers, and voice communication), the Internet, business partners and state offices.

What is Included?

Standard Services Offered

  • Building Connectivity (Wide Area Network (WAN)) - network connectivity among State Buildings and the State Network
    • Monitoring, management and maintenance of the data circuits and network devices that create the State’s WAN
  • Internet – shared Statewide internet access via the State Network
    • Monitoring, management and maintenance of the data circuits that provide the State with Internet access
  • Wired  (Local Area Network (LAN)) – network connectivity for desktops ( workstations & laptops) , printers, multi-functional devices, and mobile devices. 
    • Monitoring, management and maintenance of the network devices that provide connectivity to the local devices
  • Managing the state IP address block (public and private)
  • Wireless Connectivity to the State WAN in State Office buildings with schedulable conference rooms
  • Providing secure private access for State of Vermont business-related activities.
  • Technical support and fulfillment of service requests

Additional Non-Standard Services

  • Business-to-business data network connections between the State of Vermont and third parties (for site-to-site connectivity)
  • Connectivity for devices in state office buildings to support State business (such as, HVAC controllers, Security Badge System Controllers)
  • Wireless connectivity to the State WAN servicing Customer work locations
    • These would be considered non-standard because the locations/rooms are not shared with all SOV employees and would incur a demand fee
  • Connectivity provided via home broadband services for State of Vermont staff authorized to tele-work.

How Do I Obtain This Service?

User Request Process for Service Features:

Self Service Portal – Log into LANDesk

Service Exclusions

  • None.

How Do I Receive Support for this Service?

To request support for this service, contact the Service Desk to open a support ticket:

Self Service Portal – Log into LANDesk

Service Maintenance Schedule

Routine (i.e., non-critical) network maintenance may occur at any time with negligible risk towards disruption of network/Internet connectivity. Any maintenance and/or upgrades that could potentially produce an extended disruption of network services will be scheduled on Thursday’s (8:00 p.m. – 10:00 p.m.) Proper and timely notification will be sent to those organizations being affected. We will do everything possible to minimize the duration of downtime to State of Vermont users’ accessibility of network services.

Service Performance

Availability Goal

Service/Application Availability
  • Network Availability at Site or Office Location: 99%
Support Availability
  • DII Service Desk: Monday –Friday 7:45 a.m. to 4:30 pm
Non-Business Hours

DII does not traditionally respond to issues after business hours. DII staff is only available via "best effort" after hours. Support calls placed after 4:30 PM and weekends/holidays will be redirected to Contact Communications. Issues requiring immediate attention will be forwarded to the appropriate DII employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

Request Fulfillment Goal

  • Depends on the type of request.

Resolution Goal

User Connectivity issues
  • Resolution Goal: 2 business days
  • Issues will be prioritized and resolved based on priority. Please refer to the Customer Support (Service Desk) Service for definitions of priority levels and resolution goals for each level.
Network issues in state offices
  • Resolution Goal: 1 business day
  • Issues will be prioritized and resolved based on priority. Please refer to the Customer Support (Service Desk) Service for definitions of priority levels and resolution goals for each level.

Note: Major outages will be addressed as soon as feasible. A Global ticket will provide information about the incident, locations that are impacted, and expected time for recovery. This information will also be posted on DII’s homepage under Known Issues.

Service Costing

  • All features listed in the Non-Standard section are subject to additional costs (to be evaluated at time of request). 
  • See Wireless Network Service Description for details.
    • Wireless Access Point Licensing fee = $400 one-time charge
    • Wireless Access Point (WAP) = $1,100 per WAP, to be installed in State office buildings only

133 State Street
Montpelier, VT 05633
(802) 828-4141

For Customer Support, please call 802-828-6620 or toll free 855-828-6620

  • ADS Service Desk:   Option 1
  • ADS Telecom Helpdesk:  Option 2
  • ADS Mainframe Helpdesk:   Option 3
     
  • Vision/HR Helpdesk: 802-828-6700