Internet Services

Monterey County Office of Education

Leadership, Support and Service to Prepare All Students for Success

Dr. Deneen Guss, County Superintendent of Schools

Internet Services

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Service Description

The Internet Access service provided by the Monterey County Office of Education’s Technology & Operations (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 T&O.

What's Not Included

  • Email
  • Backup Services
  • Hosting Services
  • Router Maintenance

Other related services are available from T&O 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.

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
BandwidthAnnual Fee
Without Transport
BandwidthAnnual 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 time frames set forth in the associated Service Level Agreement (SLA). KPIs will be utilized to measure T&O performance in relation to this service.

The following lists the KPIs that will be utilized for this purpose:
NameHow it’s MeasuredMinimum LevelsTarget LevelsFrequency
Internet Availability((Uptime + Scheduled Maintenance)/(Unscheduled Downtime + Uptime + Scheduled Maintenance))*100%99%99.9%Monthly / Cumulatively
Description: a metric that measures the availability of the production system during normal operating hours.
Mean time to resolve incidents (MTTR) per PriorityMTTR = (Sum of time between incident start and resolution)/Total number of incidents

Note: A calculation for each priority level is required.
Minimum Resolution Time by Priority Level
Target Resolution Time by Priority Level
Monthly & Cumulatively
Description: Measures the time it takes to resolve an issue and restore normal operations following an incident.
Client satisfactionSurvey instrument utilizing 5 point Likert ScaleAvg. of 4 out of 5Avg. of 5 out of 5Quarterly
Description: Subjective measure of client satisfaction based upon a survey instrument.

Contact Information

Internet Services Contact Information
RoleRepresentativeContact Information
Administrative ContactNatalie Hatley831.784.4247 |
Service ContactAdam Gavalla831.784.4264 |
Support ContactService Desk831.755.0322


Trish Paulson

Chief Technology & Operations Officer
Phone: 831.755.0324

Natalie Hatley

Executive Assistant
Phone: 831.784.4247

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