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

  October 2007

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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                                              
  20, 2007                                                        

                                                                  

                     Approved by:                                 

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

                     Approved by:                                 

                     Kathy Hatley Date\                           
                     NISN Service Owner\                          
                     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 [1](#applicable-documents)

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

5.1 Business [1](#business)

5.2 Customer Service [1](#customer-service)

5.4 Teleconferencing Services [1](#teleconferencing-services)

5.8 Operations [1](#operations)

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

7\. Change Log [1](#change-log)

Appendix A. Abbreviations and Acronyms [1](#abbreviations-and-acronyms)

List of Figures

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

Figure 2. Trouble Ticket Response 5

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

# Introduction

The NASA Integrated Service Network (NISN) Video and Voice
Teleconferencing Services (ViTS/VoTS) is a part of the overall NISN
Enterprise Architecture (EA). The NISN EA 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 for ViTS room
    implementations and associated voice hardware.

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

h.  This fee will provide the Agencywide NISN Customers with a five year
    repair 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. This
    equipment inventory database will be documented within the Computing
    and Communications Asset Management System (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, Design Cost Schedule (DCS)

d.  4300-FORM-003, Engineering Implementation Package (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 Teleconferencing
Services Owner with coordination within the NISN UNITeS Network Services
Team.

## Business

a.  A NISN Business Requirements Document (RD #370) has been created to
    manage the ViTS maintenance fee budget included in the scope of this
    plan. The RD is 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.  Notify the Customer that NISN will provide a five (5) year
    maintenance plan.

b.  Notify the Customers that as of 12 October 2006, the maintenance fee
    is in effect and that the service levels have been changed to the
    following: 2 hour response during normal duty hours, 4 hour response
    after normal duty hours and two (2) business days or less for mean
    time to restore \[MTTR\] of equipment based outages 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 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

# Change Log

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

  Revision              1          10/27/07    Incorporated RID updates.

                                               

                                               

                                               

                                               

                                               
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######## 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

########  {#section .unnumbered}