Internet Connection: Support

Standard Support Extended Hours SLA Definitions Member and MOREnet Responsibilities MyMOREnet Login

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Internet Connection: Support

MOREnet will electronically monitor all members’ circuits 24x7. MOREnet will respond immediately to outages that occur during normal business hours. Outages that occur during off hours will be addressed at 8 a.m. the next business day.

MOREnet technicians will respond to calls from members related to connection problems 24x7. All MOREnet members have access to a 24x7 pager number that can be used to reach a MOREnet technician during off hours. This number must only be used to report outages and must be used by a technician willing to immediately go to the site to assist MOREnet with troubleshooting. The 24x7 pager number is listed on the Application Menu page of MyMorenet. (See Services > MyMOREnet for information about MyMOREnet.)

See MOREnet and Member Responsibilities for MOREnet and member responsibilities in maintaining and troubleshooting a MOREnet Internet connection.

Extended Support Hours Service Level Agreement (SLA)

MOREnet offers additional support after normal business hours for members who submit an Extended Hours SLA through MyMOREnet.

In addition to responding to outages that occur during normal business hours, MOREnet technicians will electronically monitor circuits and respond to detected outages that occur during the extended hours selected on the Extended Hours SLA.

Extended hours support is free to members who submit an SLA, but those members must have a technician on site, or able to immediately go to the site, to assist MOREnet with troubleshooting during their specified extended hours of coverage, including 24x7, if that option is selected.

Extended Hours SLA options include:

• Monday - Friday, 5 p.m. - 10 p.m.
• Saturday, 8 a.m. - 5 p.m.
• 24x7 (Twenty-four hours per day, seven days per week)

Single Point of Contact (SPOC)

All members who commit to an Extended Hours SLA must provide a Single Point of Contact (SPOC). The SPOC should be the number to a pager, cell phone or help desk/dispatching phone system used to reach the available technician. MOREnet will call the SPOC if troubleshooting assistance is required during the hours selected in the Extended Hours SLA. If a site fails to respond to two separate off-hours service problem calls from MOREnet to the SPOC in the same 12-month period, MOREnet will discontinue the site's Extended Hours support. The site will be notified that it has been returned to standard Internet connection support.

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Definitions

Contracted Services. Services for which members or sponsoring agencies (e.g., Department of Elementary and Secondary Education, Coordinating Board for Higher Education, etc.) contract with MOREnet.

Monitor Circuits. Using software tools, MOREnet will electronically detect outages as they occur. During normal business hours or during the member’s specified extended hours of coverage, the software tool will automatically notify a MOREnet network engineer of the outage.

Normal Business Hours. 8 a.m. – 5 p.m. Monday through Friday, except holidays.

Off Hours. Any time other than normal business hours.

MOREnet Holidays. MOREnet maintains network operations 24 hours a day, every day of the year, but the business office will be closed for the following holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Friday after Thanksgiving and Christmas Day. If one of these holidays falls on a Saturday, it will be observed on the preceding Friday. If a holiday falls on Sunday, it will be observed the following Monday. (For assistance with emergencies such as a network outage or security event during holidays, call (573) 884-7200 and select the appropriate menu option, or call the pager number.)

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