Company

LOGO

Why outsource ResNet?

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Private, 4-yr. Liberal Arts College

Located in Birmingham, Al

Founded 1856 Enrollment: 1,500 Labeled, by U.S. News

and World Report as one of the most efficiently operated schools in the nation.

Enrollment: 1500 students

Faculty ratio: 12:1

Students on ResNet: 1,000

Enrollment: 1500 students

Faculty ratio: 12:1

Students on ResNet: 1,000

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Residence Hall Network Residence Hall Network

Phased in over 3 years in early to mid Phased in over 3 years in early to mid 1990’s1990’s

““One port per pillow”One port per pillow”

Today – 16 buildings with1,000 ports totalToday – 16 buildings with1,000 ports total

Mixed cat 3/5Mixed cat 3/5

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ITS Provided Network ITS Provided Network

Flat network, 10/100 Mbps to the desktopFlat network, 10/100 Mbps to the desktop

““Free” no charge to the studentsFree” no charge to the students

Shared main college Internet connectionShared main college Internet connection

• ResNet bandwidth allocated as a percentage of main connection

• Eventually allocated bandwidth by time of day

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ResNet Pressures BuildResNet Pressures Build

At first…At first…

It was all about It was all about support to get support to get student student machines machines configured & configured & connectedconnected

By 2000 it was By 2000 it was about…about…

• SupportSupport

• BandwidthBandwidth

• P2P ManagementP2P Management

And then…And then…

• File Sharing (RIAA)File Sharing (RIAA)

• BandwidthBandwidth

• P2P ManagementP2P Management

• Security – Viruses & Security – Viruses & WormsWorms

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Bandwidth Allocated to ResNet Bandwidth Allocated to ResNet

1998 .75 Mb

1999 1.5 Mb

2000 1.5 Mb

2001 1.5 Mb

2004 35 Mb

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Residence Hall Network Residence Hall Network

Viruses, worms and other self-propagating Viruses, worms and other self-propagating nasties – significant impact on network nasties – significant impact on network performanceperformance

RIAA, MPAA, ESA…RIAA, MPAA, ESA…

Insatiable bandwidth desiresInsatiable bandwidth desires

Debate regarding purpose of ResNet and use Debate regarding purpose of ResNet and use of our resources – what is the appropriate use of our resources – what is the appropriate use of ResNet – games, P2P, etc.of ResNet – games, P2P, etc.

Staff needed for other projectsStaff needed for other projects

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Fall 2003 – Worms! Fall 2003 – Worms!

August 2003 – Blaster and Nachi strike August 2003 – Blaster and Nachi strike infecting many machinesinfecting many machines

ResNet turned off to prevent further ResNet turned off to prevent further infections…infections…

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ResNet Frustrations Rise ResNet Frustrations Rise

RIAA, MPAA complaints increased significantlyRIAA, MPAA complaints increased significantly

Continued to experience huge drain on support, Continued to experience huge drain on support, network and staff – many projects were put on network and staff – many projects were put on hold.hold.

Bottom-line: Fall 2003 ResNet performance Bottom-line: Fall 2003 ResNet performance was sporadic and ITS stretched thin.was sporadic and ITS stretched thin.

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Something had to change Something had to change

To continue to support ResNet ourselves, we To continue to support ResNet ourselves, we would need to:would need to:

• Significantly change and upgrade the networkSignificantly change and upgrade the network

• Install better traffic monitoring and compliance Install better traffic monitoring and compliance systemssystems

• Provide additional network and support staffProvide additional network and support staff

However – we were concerned about the However – we were concerned about the funding and staff resources for the long termfunding and staff resources for the long term

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Students – and Parents - React Students – and Parents - React

Beginning of semester issues – took too long to Beginning of semester issues – took too long to setup student machinessetup student machines

Parents did not feel comfortable with privacy Parents did not feel comfortable with privacy issues (IT setting up a student machine)issues (IT setting up a student machine)

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Thoughts turned to outsourcing-Initial requirements:

Thoughts turned to outsourcing-Initial requirements:

Tiered service plan Tiered service plan including a base no-cost including a base no-cost option for the studentsoption for the students

Tiered service plan Tiered service plan including a base no-cost including a base no-cost option for the studentsoption for the students

Robust network that could Robust network that could withstand viruses, trojans withstand viruses, trojans

& worms& worms

Robust network that could Robust network that could withstand viruses, trojans withstand viruses, trojans

& worms& worms

On-site supportOn-site supportOn-site supportOn-site support Increased bandwidthIncreased bandwidthIncreased bandwidthIncreased bandwidth

A true partner interested in a collaborative relationship and A true partner interested in a collaborative relationship and who understands the unique needs of higher educationwho understands the unique needs of higher education

A true partner interested in a collaborative relationship and A true partner interested in a collaborative relationship and who understands the unique needs of higher educationwho understands the unique needs of higher education

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Specialty ResNet Provider Specialty ResNet Provider

Agreed to meet Agreed to meet allall of our requirements of our requirements

• Tiered service optionsTiered service options

• On-site supportOn-site support

• Increased bandwidth/network redesignIncreased bandwidth/network redesign

• Understood residence hall networks and the Understood residence hall networks and the academic culture – CEO very effective at academic culture – CEO very effective at talking with the students about their concerns talking with the students about their concerns and issuesand issues

• Interested in a partnership-type relationshipInterested in a partnership-type relationship

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Outsourcing Concerns Outsourcing Concerns

Cost/ValueCost/Value

Loss of control and visibilityLoss of control and visibility

Would students get the support they needWould students get the support they need

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The Reality of Outsourcing The Reality of Outsourcing

IT Staff now able to focus on core objectivesIT Staff now able to focus on core objectives

Predictable and stable costsPredictable and stable costs

Better service and supportBetter service and support

Fully scalable networksFully scalable networks

Network and virus managementNetwork and virus management

No equipment costsNo equipment costs

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Selected Apogee Selected Apogee

We felt they were the best overall fit for us and We felt they were the best overall fit for us and would be able to meet all of our needs.would be able to meet all of our needs.

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What we outsourced… What we outsourced…

Redesign of the Residence Hall NetworkRedesign of the Residence Hall Network

Network monitoring, troubleshooting, repair and Network monitoring, troubleshooting, repair and replacementreplacement

Custom service levels and prices that met our Custom service levels and prices that met our particular needs and budgetsparticular needs and budgets

Management of the account sign-up processManagement of the account sign-up process

Student billingStudent billing

Marketing and PRMarketing and PR

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What we outsourced… What we outsourced…

A call center open 7 days a weekA call center open 7 days a week

An on-site technician for troubleshooting An on-site technician for troubleshooting student network issuesstudent network issues

The ISP of record for DMCA and other The ISP of record for DMCA and other complaintscomplaints

• Work collaboratively with the college for Work collaboratively with the college for responding to DMCA complaintsresponding to DMCA complaints

• College gets copies of all notices and the still College gets copies of all notices and the still may impose judicial sanctions.may impose judicial sanctions.

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Apogee – The Network Apogee – The Network

Redesigned our residence hall network and “over built it”Redesigned our residence hall network and “over built it”

• Provide much larger Internet pipe and guarantee Provide much larger Internet pipe and guarantee availability of bandwidth-regardless of student useavailability of bandwidth-regardless of student use

• Replaced network componentsReplaced network components

• Installed system to control network traffic and bandwidth Installed system to control network traffic and bandwidth allocationallocation

• Gigabit backbone networkGigabit backbone network

Give the students what they want - Students allocated Give the students what they want - Students allocated bandwidth based upon their service level – could be used bandwidth based upon their service level – could be used for whatever they wanted (any “legal use”)for whatever they wanted (any “legal use”)

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Cost per semeste

r

On campus resource

s

Download

Speed

Upload Speed

Basic Free High Speed*

1.5 Mbps

128 Kbps

Gold $49.95@$9/mo.

High Speed*

3.0 Mbps

384 Kbps

Fall 2006upgrade

$49.95@$9/mo.

High Speed*

4.0 Mbps

512 Kbps*High Speed=10/100 Mbps to all bsc.edu resources

Apogee Service Plans Apogee Service Plans

Apogee increases available speed each year – investing in the future of the school and the students.

Apogee increases available speed each year – investing in the future of the school and the students.

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Future Apogee Services Future Apogee Services

Wireless (Wifi)Wireless (Wifi)

Already added common area coverage to Already added common area coverage to dorms- no additional service costdorms- no additional service cost

Looking at wall-wall expansionLooking at wall-wall expansion

Video Over IP - enabling students to view Video Over IP - enabling students to view available television broadcasts using a available television broadcasts using a personal computer via the Apogee residential personal computer via the Apogee residential networknetwork

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Apogee Service Costs Apogee Service Costs

The College pays Apogee a base fee per The College pays Apogee a base fee per month to cover:month to cover:

• 10 Mbps dedicated administrative Internet service10 Mbps dedicated administrative Internet service

• ““Free” 1.5 Mbps basic level Internet service for all Free” 1.5 Mbps basic level Internet service for all studentsstudents

• Apogee help desk support for ResNet studentsApogee help desk support for ResNet students

• **Future upgrades to keep the students happy**Future upgrades to keep the students happy

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On-line Activation Process On-line Activation Process

A student plugs their computer into a ResNet port.

Automatically directed to Apogee login page.

Includes a link to the account sign-up page if needed

Student activates computer using Apogee supplied username and password.

Only need to do this once per semester.

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Fall - Up and Running Fall - Up and Running

A few scattered equipment problems (bad core A few scattered equipment problems (bad core router)router)

New service/way to connect required lots of New service/way to connect required lots of communication with returning students so communication with returning students so they’d start calling Apogee first they’d start calling Apogee first

Overall, things went wellOverall, things went well

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How’s It Working? How’s It Working?

ITS has had time to focus on other thingsITS has had time to focus on other things

Students like the serviceStudents like the service

““Apogee completely resolved our problems with Apogee completely resolved our problems with ResNet. We have been absolutely satisfied. ResNet. We have been absolutely satisfied.

Service and reliability of the network is Service and reliability of the network is unmatched.”unmatched.”

Anthony Hambey, Associate Vice President for ITAnthony Hambey, Associate Vice President for IT

““Apogee completely resolved our problems with Apogee completely resolved our problems with ResNet. We have been absolutely satisfied. ResNet. We have been absolutely satisfied.

Service and reliability of the network is Service and reliability of the network is unmatched.”unmatched.”

Anthony Hambey, Associate Vice President for ITAnthony Hambey, Associate Vice President for IT

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ResNet Implementation ResNet Implementation

Transition workTransition work

Support ProceduresSupport Procedures

Technical/Interconnectivity issuesTechnical/Interconnectivity issues

Weekly meetingsWeekly meetings

Good communication with students by Apogee Good communication with students by Apogee and ITSand ITS

Bottom Line: Good preparation by both Apogee Bottom Line: Good preparation by both Apogee and BSC made for a smooth transition and and BSC made for a smooth transition and good first yeargood first year

Questions or comments?