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  Video Teleconferencing Services (ViTS) Maintenance Implementation Plan
  Volume I: Maintenance Fee Rooms

  October 2006

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![](media/image1.jpeg){width="1.2in" height="0.9916666666666667in"}
*National Aeronautics and Space Administration*

  ------------------ -------------------------------------------- -------------
  National                                                        
  Aeronautics and                                                 
  Space                                                           
  Administration                                                  

  Video                                                           
  Teleconferencing                                                
  Services (ViTS)                                                 
  Maintenance                                                     
  Implementation                                                  
  Plan Volume I:                                                  
  Maintenance Fee                                                 
  Rooms                                                           

                                                                  

  Effective: October                                              
  12, 2006                                                        

                                                                  

                     Approved by:                                 

                     Beth Paschall Date\                          
                     NISN Project Manager\                        
                     NASA Marshall Space Flight Center            

                     Approved by:                                 

                     Kathy Hatley Date\                           
                     NISN Operations Manager\                     
                     NASA Marshall Space Flight Center            

                     Approved by:                                 

                     Micheal Mink Date\                           
                     Network Services Manager\                    
                     Unified NASA Information Technology Services 

                     Approved by:                                 

                     Randy Goggans Date\                          
                     Operations Manager, Network Services\        
                     Unified NASA Information Technology Services 

                     Approved by:                                 

                     Patrick O'Neill Date\                        
                     Teleconferencing Services Manager, Network   
                     Services\                                    
                     Unified NASA Information Technology Services 
  ------------------ -------------------------------------------- -------------

Contents

**1.** **Introduction [1](#introduction)**

2\. Scope [1](#scope)

3\. Description [1](#description)

4\. Applicable Documents [2](#applicable-documents)

5\. Plan Management and Responsibilities
[2](#plan-management-and-responsibilities)

5.1 Business [2](#business)

5.2 Customer Service [3](#customer-service)

5.4 Teleconferencing Services [3](#teleconferencing-services)

5.8 Operations [4](#operations)

6\. Legacy ......................5

7\. Change Log [6](#change-log)

Appendix A. Abbreviations and Acronyms [7](#abbreviations-and-acronyms)

Appendix B. Equipment Spares List [8](#equipment-spares-list-draft)

List of Figures

Figure 1. Funds Flow [4](#__RefHeading___Toc149100604)

Figure 2. Trouble Ticket Response 5

Video Teleconferencing Services (ViTS) Maintenance Implementation Plan
Volume I: Maintenance Fee Rooms

# Introduction

NISN Teleconferencing Services (ViTS/VoTS) is a part of the overall NASA
Integrated Services Network (NISN) Enterprise Architecture. The NISN
Enterprise Architecture is the baseline of the NISN infrastructure.

ViTS infrastructure includes teleconferencing rooms and equipment
located at various NASA Centers/Sites. Teleconference room equipment is
maintained by Contractors and Vendors in accordance with Service Level
Agreements \[SLA\].

NASA has determined that the costs of maintenance repairs and
replacements of ViTS equipment in rooms will be funded by
Customers/Users.

# Scope

This document establishes the methodology for implementing the
transition of ViTS maintenance costs from NISN to a Customer funded
service. Rooms funded prior to 12 October 2006 will be considered as
"legacy" and not within the scope of this document. Rooms located at
unmanned sites \[i.e. Fairmont\] will not be considered within the scope
of this document.

# Description

NASA customers/users of NISN provided ViTS services will fund the
equipment maintenance costs associated with the service.  ViTS
maintenance will be managed and administered to provide specific service
response times for normal business duty hours as well as outside of
normal duty hours.

a.  The normal duty hours provided by NISN shall be 8 a.m. to 5 p.m.
    local Site time, Monday - Friday.

b.  The mean time to respond to outages on an in-progress conference
    shall be 2 hours during normal duty hours.

c.  The mean time to respond to outages on an in-progress conference
    shall be 4 hours outside of normal duty hours.

d.  The mean time to restore \[MTTR\] equipment based outages shall be
    two (2) business days or less across all systems and will be
    evaluated quarterly. This restoration time represents the time to
    restore service to the user and assumes immediate access to the
    user\'s facility to repair/replace equipment if necessary.

e.  It has been determined through a process of trending and analysis,
    of ViTS maintenance history, that a fee of 17% will be assessed to
    NISN Customers.

f.  Implementation of the ViTS Maintenance Fee began 12 October 2006 and
    will be applied to all new requirements.

g.  The fee will be up-front and non-refundable.

h.  This fee will provide the Agencywide NISN Customers with a five year
    repair and/or replacement maintenance plan.

i.  The five (5) year term begins on the date of Customer acceptance of
    the NISN designed and implemented service.

j.  At the end of the five (5) year term, Customers will be required to
    upgrade to the latest technology that NISN is utilizing and continue
    with a new five (5) year program.

k.  Beginning FY08, this 17% fee will be reviewed and reassessed
    annually. Any adjustments in the fee rate will be determined by
    NISN.

l.  Existing Network Services processes and procedures will be modified
    to support the implementation and management of the Maintenance Fee.

m.  There will be a pre-determined spares baseline of equipment. \[See
    Appendix B\] This equipment inventory database will be documented
    within CCAIMS.

n.  Shelf spares will be procured in order to meet the required restoral
    time.

o.  New technology will be incorporated into the spares inventory as
    required.

p.  Repaired equipment will be returned to the shelf to replenish spares
    inventory.

# Applicable Documents

Applicable documents are those documents whose content are considered to
form a part of this document. The applicable documents are:

a.  NISN-001-001, NISN Services Document \[NSD\]

b.  NISN-SOP-0002, NISN Operations Procedure

c.  4300-FORM-020, DCS

d.  4300-FORM-003, EIP

e.  Project schedule of all NISN Services Requests \[NSR's\] in the
    system \[reference only\]

f.  Milestone schedule of activities related to this document
    \[reference only\]

# Plan Management and Responsibilities

The ViTS maintenance transition will be managed by the ViTS Service
Owner with coordination within the NISN UNITeS Network Services Team.

## Business

a.  RD370 has been created to manage the ViTS maintenance fee budget
    included in the scope of this plan. The RD is currently used to
    support rooms included in the scope of this plan. NISN Core funds
    have been applied to procure spares and initiate this plan. \[Refer
    to figure 1 for funding flow\]

b.  Customer's funds will be added to the RD as NSR's are funded.

c.  The RD will fund extended warranties, equipment repair and
    replacement, shelf spares, shipping and standard Preventative
    Maintenance.

d.  The RD will not fund labor.

e.  Monthly RD reports will provide information on RD activity and
    budget expectations.

## Customer Service

a.  Provide the Customer up front, with the information that NISN will
    provide a five (5) year maintenance plan.

b.  The CSR's \[Customer Service Representatives\] will communicate to
    the Customers that as of 12 October 2006, their service level
    agreement is 2 hour response during normal duty hours, 4 hour
    response after normal duty hours and that the mean time to restore
    \[MTTR\] equipment based outages shall be two (2) business days or
    less across all systems.

c.  Inform the Customer of their responsibilities at the termination of
    the maintenance plan

d.  Enter the five-year ROM refresh cost in the NISN Requirements
    Database

e.  Update the refresh budgetary estimates each year during the Rough
    Order of Magnitude \[ROM\] Project Service Level Agreement \[PSLA\]
    cycle.

f.  Update PSLAs as required

## Teleconferencing Services

a.  Develop an initial list of equipment spares

b.  Initiate procurement of new spares

c.  Analyze trending data, report as required and modify spares list as
    required.

d.  Update room directories to reflect equipment and whether they are
    covered under this plan or are legacy rooms.

e.  Standardize nomenclature of ViTS rooms and equipment

f.  Standardize, as applicable, technology, to include hardware and
    software

g.  Maintain and report quarterly Vendor notifications to include
    Technical Bulletins, end-of-sale, end-of-life and end-of-support
    notifications.

![](media/image2.wmf){width="5.007638888888889in"
height="3.7472222222222222in"}

[]{#__RefHeading___Toc149100604 .anchor}Figure 1. Funds Flow

## Operations

a.  The DCS and EIP will ensure standard nomenclature and that the
    specific location \[Site, building and room\] is conveyed to
    Operations. This is the information that Operations requires for
    equipment tracking purposes and inventory control.

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a.  Assist Teleconferencing Services Service Owner in the initiation of
    procurement spares inventory identified in Appendix B.

b.  Establish dedicated storage space for ViTS Maintenance Fee spares
    inventory and method for controlling/tracking.

c.  Manage spares inventory according to established minimum/maximum
    levels; replenish as required.

d.  Work in concert with Teleconferencing Services Service Owner to
    implement standardized ViTS room nomenclature to support Trouble
    ticket system; familiarization training for NISC, gateway and OPS
    Support personnel; and consistent reporting.

e.  Implement new priorities and procedures for responding to reported
    troubles associated with ViTS Maintenance Fee rooms and equipment.
    \[See Figure 2\] Includes familiarization training for NISC and
    operations personnel.

f.  Document the NSR and associated equipment into the inventory
    database, CCAIMS \[Computing and Communications Asset Management
    System\] by site, building and room number. This information will be
    on the header page of the NSR as well as the OPS Actions in the EIP.

g.  Utilizing CCAIMS and the REMEDY Trouble Ticket System provide a
    quarterly report that tracks equipment failure analysis and trends
    and provide to Teleconferencing Services Service Owner.

h.  Prepare monthly and quarterly reports of ViTS/VoTS maintenance
    actions and activities.

i.  Provide a monthly inventory report of spares inventory.

j.  Prepare monthly and quarterly reports of ViTS/VoTS maintenance
    actions and activities.

k.  Prepare monthly report of maintenance service level compliance
    (2-hour response time, 4-hour response time, and 2 business day
    MTTR)

![](media/image3.wmf){width="5.007638888888889in"
height="3.7472222222222222in"}

Figure 2. Trouble Ticket Response

# Legacy

a.  Existing rooms will be addressed in the ViTS Maintenance
    Implementation Plan; Volume II.

# Change Log

  -------------------------------------------------------------------------------------
  Status                Document   Effective   Revision Purpose
  (Baseline/Revision/   Revision   Date        
  Cancelled)                                   
  --------------------- ---------- ----------- ----------------------------------------
  Draft                            10/23/06    Document creation

                                               

                                               

                                               

                                               

                                               

  Baseline              0          mm/dd/yy    Original issuance
  -------------------------------------------------------------------------------------

######## Abbreviations and Acronyms

CCAIMS Computing and Communications Asset Management System

CSR Customer Service Representative

DCS Design Cost Schedule

EIP Engineering Implementation Package

FY Fiscal Year

MTTR Mean Time to Restore

NASA National Aeronautics and Space Administration

NISN NASA Integrated Services Network

NSD NISN Services Document

NSR NISN Services Request

OPS Operations

PSLA Project Service Level Agreement

ROM Rough Order of Magnitude

SLA Service Level Agreement

UNITeS Unified NASA Information Technology Services

ViTS Video Teleconferencing Services

VoTS Voice Teleconferencing Services

######## Equipment Spares List (Draft)

**Amplifiers**

Crown MIN MAX

> D-75 Power Amplifier 1 2

**CODEC**

Tandberg

T1000 CODEC Conference Unit 1 1

Polycom

2200-21400-001 VSX-8000 Video Codec 1 1

2215-21023-001 VSX-8000 PRI Module 1 1

VSX-7000S Video Codec 1 1

**Control**

AMX

NXT-1200 VG RGB Kit Modero Touch Panel 1 2

PCS2 \[Rack Mount\] 1 1

NXA-AVB A/V Breakout Box \[RGB Version\] 1 3

ME260 Master Card 1 3

NXC-IRS4 IR Card 1 3

NXC-I/O 10 I/O Card 1 3

NXC-COM2 Card 1 3

NXC-NH Hub Card 1 1

NI 4000 Controller 1 1

NXD-1200 VG RGB Kit Control Panel 1 1

PSN6-5 Power Supply 2 4

**Microphones**

MX-392/C Boundary Microphones 6 10

MX412D/C Gooseneck Microphones 1 2

**Mixers**

ClearOne/Gentner

> XAP-400 Audio Mixer 1 2
>
> XAP-800 Audio Mixer 1 2
>
> XAPTH2 Telco Interface Unit 1 2

Appendix B. Equipment Spares List (Draft) (Cont)

**Cameras** MIN MAX

> Sony
>
> EVI-D70B 2 4

**Projectors**

Sony VPL-FX52 1 1

Bulbs \[various\] 3 10

**Speakers**

KSI 8081-CSHP-FR Ceiling Speakers 2 3

**Video Monitors**

> NEC
>
> PX61XM2A Plasma Display 1 1
>
> 50 MP3 50" Plasma Display 1 1
>
> View Sonic VP171B 1 1

Appendix B. Equipment Sparing List (Draft) (Cont)

**Miscellaneous** MIN MAX

APC BK500 UPS 1 2

Auto Patch IV161616V2 YC 16 X 16 Matrix Switch 1 1

Communications Specialties ScanDo Pro II 1 1

Contemporary Research 232-STS TV Tuner 1 1

ELMO HV-5100XG Document Camera 1 1

60-330-16 Cross-point 300 16X8 Switcher 1 1

INTELLISENSE DT-6360STC Motion Detector 1 2

JVC-SR-MV30 VCR/DVD Combo Unit 1 2

JVC HR-XVS-44U Playback DVD/VCR 1 1

Marantz CDR-500 CD Recorder 1 1

Panasonic AG-MX70 Camera Fader 1 1

Sony DVP-NS575P DVD Player 1 1

TC Communications

TC 1630S-01 ST1-12 Standalone Fiber Modem 1 2

TC1PS-TB-01 Standalone Power Supply 1 2

TC 1630R-01 ST1-12 Fiber Modem Card 2 2

TASCAM DV-D6500 Video Cassette Recorders 1 1

######## List of Rooms in Process

-   NSR #32627/KSC Provide a cost estimate for remodeling of video
    services (phase 1) @ O&C/M7-355, rooms 327, 3110A, 3110B, 3110C,
    3118B, and 3017. In funding; no EISD until ATP. Start of service
    date is 07 May 2007.

# NSR #32717/MSFC Provide a cost estimate/await ATP and design a full service teleconferencing capability in 4203/6220. ATP granted 29 August 2006; in provisioning stage. Equipment on dock 17 November; EISD 21 December 2006

-   NSR #32822/MSFC Provide engineering solution to upgrade existing
    capability in 4201/505. In funding; no EISD until ATP.

-   NSR #32835/DFRC Provide a cost estimate/await ATP to upgrade the
    existing modular room located at Bldg 4838. The DCS is to the
    Customer for review. No EISD until ATP.

-   NSR #32871/MSFC Procure and install a new video roll-about (VRA) in
    4202/530. **ATP granted 23 October 2006** with a start of service
    date of 22 January 2007.

-   NSR #32834/ATK Utah Provide DCS and Await ATP to upgrade the
    existing modular room. The DCS is to the Customer for review. No
    EISD until ATP.