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Monterey County Office of Education

Leadership, Support and Service to Prepare All Students for Success

Dr. Nancy Kotowski, County Superintendent of Schools

Service Description

The Internet Access service provided by the Monterey County Office of Education’s Technology & Operations (MCOE-T&O) division is designed to ensure districts have high speed access to the Internet. Access is provided as a basic conduit service at speeds up to 1Gbps. MCOE is a node on the California K-12 High Speed Network (K12HSN), an extension of the California Research and Education Network (CalREN), and as such provides unparalleled access to Internet2 as well as the commodity Internet.

What's Included

Internet Access is provided as a bundled suite of interrelated services. Customers may elect to utilize the full complement of services or selectively decline those in which they have no interest. The entire complementary suite includes:

  • Internet Access
  • Domain Name Service
  • Traffic Shaping
  • Managed Monitoring
  • Traffic Analysis
  • Outside Incident Coordination
  • Circuit Coordination
  • Content Filtering
  • Spam Filtering
  • Intruder Protection System (IPS)
  • Firewall
  • Service Desk
Abstract Internet Graphic

The bundled service is additionally available in two different varieties: traditional Internet Access without transport, and the other including managed last-mile broadband transport. The managed version of the service includes on-premises routing equipment that is fully managed and maintained by MCOE-TIS.

What's Not Included

  • Email
  • Backup Services
  • Hosting Services
  • Router Maintenance
Other related services are available from MCOE-TIS that are not included as part of Internet Access. Some such services can be obtained through addendum to the Internet Access MOU while others may require a separate agreement. The list of related services includes:

How We Charge

Charges for this service are rendered via service fees to subscribing districts to be invoiced annually. Fees are based on subscribed bandwidth according to the following rates:

Without Transport

With Transport


Annual Fee


Annual Fee

































Additional technical support services are charged at $95 per hour.

How's the Service Measured?

We use Service Level metrics in the form of Key Performance Indicators (KPI) to measure attainment of key service goals. KPI’s are metrics that measure performance in relation to specific goals and objectives based upon the established support standards and timeframes set forth in the associated Service Level Agreement (SLA). KPIs will be utilized to measure MCOE-TIS performance in relation to this service.

The following lists the KPIs that will be utilized for this purpose:


How it’s Measured

Minimum Levels

Target Levels


Internet Availability

((Uptime + Scheduled Maintenance)/(Unscheduled Downtime + Uptime + Scheduled Maintenance))*100%



Monthly/ Cumulatively

Description: a metric that measures the availability of the production system during normal operating hours.


Mean time to resolve incidents (MTTR) per Priority

MTTR =  (Sum of time between incident start and resolution)/Total number of incidents

NOTE: A calculation for each priority level is required.

Urgent = 4 hrs.

High = 8 hrs.

Med = 5 days

Low = N/A

Urgent = 2 hrs.

High = 6 hrs.

Med = 3 days

Low = N/A

Monthly & Cumulatively

Description: Measures the time it takes to resolve an issue and restore normal operations following an incident.


Client satisfaction

Survey instrument utilizing 5 point Likert Scale

Avg. of 4 out of 5

Avg. of 5 out of 5


Description: Subjective measure of client satisfaction based upon a survey instrument.

Contact Information



Contact Information

Administrative Contact

Natalie Hatley

(831) 784-4247

Service Contact

Adam Gavalla

(831) 784-4264

Support Contact

Service Desk

(831) 755-0322


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