Systems
The WA-RBC leverages open source software to the maximum extent possible. The key technology assets will be located at the Westin Building in downtown Seattle and at the TDS datacenter in Tulalip, WA. These facilities are already online, operational, and capacity is available to add the needed systems rapidly upon approval of this application.
The open-source Zenoss network management system will serve as the "single pane of glass" needed to monitor the entire network and to respond to issues promptly. Provisioning will be done automatically via gencf, a system originally developed by the University of Washington to automate router and switch configuration file generation. DNS is geographically distributed by leveraging third-party solutions like DNSPark and ZoneEdit, ensuring that it will not be a single point of failure in the network. The popular MediaWiki application (used at Wikipedia) will serve as the central operations knowledge base, with detailed documentation of procedures, infrastructure, and personnel. In addition, it will be used as the asset database for the WA-RBC's equipment and as-built diagrams. Email will be hosted on Google Apps (gmail), which is zero cost and immediately available for implementation. Request Tracker, a powerful open-source trouble ticketing system, will serve as the focal point for troubleshooting and coordination.
Customer care will leverage the popular, open-source Asterisk PBX, a geographically-distributed phone system is already in place and operational. This system scales rapidly and inexpensively by leveraging commodity SIP IP handsets like the Cisco 7940. The SugarCRM system, another popular open source application, will drive the customer care portal used by the team. A knowledge base will be maintained explaining common issues and questions. This will be integrated in to the CRM system. Finally, the customer care team will have access to the Request Tracker ticketing system for issues that require attention from the operations department - circuit issues, provisioning issues, and complex troubleshooting.
Overall, the WA-RBC is positioned to operate key infrastructure immediately by leveraging well known open-source technology and the hard won operational best practices of the team members.
The open-source Zenoss network management system will serve as the "single pane of glass" needed to monitor the entire network and to respond to issues promptly. Provisioning will be done automatically via gencf, a system originally developed by the University of Washington to automate router and switch configuration file generation. DNS is geographically distributed by leveraging third-party solutions like DNSPark and ZoneEdit, ensuring that it will not be a single point of failure in the network. The popular MediaWiki application (used at Wikipedia) will serve as the central operations knowledge base, with detailed documentation of procedures, infrastructure, and personnel. In addition, it will be used as the asset database for the WA-RBC's equipment and as-built diagrams. Email will be hosted on Google Apps (gmail), which is zero cost and immediately available for implementation. Request Tracker, a powerful open-source trouble ticketing system, will serve as the focal point for troubleshooting and coordination.
Customer care will leverage the popular, open-source Asterisk PBX, a geographically-distributed phone system is already in place and operational. This system scales rapidly and inexpensively by leveraging commodity SIP IP handsets like the Cisco 7940. The SugarCRM system, another popular open source application, will drive the customer care portal used by the team. A knowledge base will be maintained explaining common issues and questions. This will be integrated in to the CRM system. Finally, the customer care team will have access to the Request Tracker ticketing system for issues that require attention from the operations department - circuit issues, provisioning issues, and complex troubleshooting.
Overall, the WA-RBC is positioned to operate key infrastructure immediately by leveraging well known open-source technology and the hard won operational best practices of the team members.
