Private line services are dedicated Layer 2 networkMaryland™ provides Layer 2 services across the network backbone for customers that desire dedicated location to location connectivity.

Service Level Objective (SLO):

Private Line has a 99.9% uptime service level objective; excluding planned outages, maintenance windows and unavoidable events.

Features and Benefits:

• Provides subscribers a cost effective dedicated Wide Area Network (WAN) service between two subscriber locations

Eligible: State Enterprise Agencies

Availability (Uptime): 24 hours / 365 days

Standard Support Hours: 7am – 9pm Monday- Friday

Exceptions:The Service Desk is not available during State Holidays or Service Reduction Days

Response (to incident) Time: Based on priority, see SLA Document

Resolution (of incident) Time: Based on priority, see SLA Document

Maintenance Windows: Sat/Sun 12:00am – 6:00am (excluding holidays)

Security – Authentication through Active Directory

Business Critical Service: Yes; Recovery Time – 4 hours
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