Overview

The network Aeneas maintains consists of a variety of network routers, switches and other equipment which carry voice and Internet service to our residential and commercial users. As with all forms of computer equipment, to keep services running smoothly, these devices require regular maintenance (hardware and software) upgrades, and in the event of a failure, replacement. In addition, certain devices require changes to configurations.

When Aeneas performs operations that potentially impact the services provided through our network, in an attempt to minimize disruption in service, Aeneas works within announced timeframes/windows when possible. The purpose of this document is to clarify the policies and procedures governing maintenance work on the networks for which Aeneas is responsible and the communication of issues that occur on these networks.

Disruptions

A disruption consists of any event or condition that may negatively impact either performance or service to our customers. Disruptions are classified as one of the following types:

Transparent - Transparent maintenance should not impact network services.

Degradation - Degradation is a reduction in network service to a device or area. The service or network is still functioning, but it is functioning in a diminished capacity.

Outage - An outage is a loss in network service to a device or area. An outage can occur with respect to connectivity or other services that are provided on the network. The service or network is not functioning, and there is a total loss in connectivity.

Disruptions can be caused by failure of a network device or server, power outages, failed cables, failure of a service, denial of service attacks, and a variety of other activities that can occur on a network. In all cases, a disruption will result in maintenance activity.

Maintenance

All work performed on the networks for which Aeneas is responsible is conducted as a form of maintenance. This work may or may not result in a disruption of service, depending on the scope of the activity. There are two types of maintenance activities:

Scheduled Maintenance - Proactive work to address service enhancements or changes, architecture modifications, infrastructure upgrades, equipment replacement or reconfiguration, etc.

Emergency Maintenance - Reactive or proactive work to address an extant service disruption or credible threat thereof. This includes responding to power failures, device failures, security vulnerabilities, etc. While these activities will be announced and consideration given to lead time, remediation of disruptions or mitigation of credible threats will receive precedence.

Notifications

To better serve you and to keep you informed, Aeneas offers Network Maintenance Notifications. All customers wishing to receive notification of either scheduled or emergency maintenance must enroll to receive network maintenance notifications. These are typically sent via email to 1 person per organization or household at the email address registered during the enrollment process. In the case of public safety offices and/or first responders Aeneas will also attempt to place a phone call to the phone number provided during the enrollment process. Should it become necessary to change the notification email address and/or phone number subscribers should call Aeneas as soon as practical to get the information updated.

In the case of scheduled maintenance, every attempt will be made to send all notifications > 24 hours prior to the event. For emergency maintenance Aeneas shall send notifications whenever practical to do so without delaying the maintenance event. All notifications shall include at a minimum, the window during which the service may be affected, and contact information for questions regarding the maintenance.

To Enroll and Receive Notification of Maintenance