networkMaryland™ provides broadband connections to the Internet ,analogous to the routed services provided by a traditional Internet Service Provider (ISP). networkMaryland™ provides the routed network infrastructure over which its Internet Service customers communicate to the World Wide Web.

Service Level Objective (SLO):

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

Features and Benefits:

• High bandwidth:
• Service capacity of up to 10Gbps
• Over 1,000 buildings connected to the State fiber backbone
• Highly resilient:
• Distribution of ISP Peering locations such that the loss of any single ISP provider will not result in impact to customer’s service quality
• Inter-subscriber network traffic does not traverse the “public Internet”, but remains on the State managed network and is not affected by service disruptions on the public Internet
• High network capacity:
• Direct network peering with major Internet content services providers limiting network contention experienced in “traditional” ISPs. Example direct peering partners include, but are not limited to, Google, Microsoft, Amazon, VMware, Apple, Blackboard, Facebook, Pandora, and Netflix
• Sufficient upstream ISP provides network bandwidth capacity to handle up to 400 percent normal peak load
• Dedicated Akamai Content Delivery Peering point hosted within the networkMaryland backbone

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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