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Broadband Internet Services - FAQs

Current Broadband Customers

FAQs: New Broadband Contracts

 

What are broadband Internet services?

Broadband Internet access, is defined in terms of providing data transfer rates equal to or greater than 768kb in at least one direction: downstream (from the Internet to the user's computer) or upstream (from the user's computer to the Internet).

Who can use the VITA broadband Internet services contracts?

Any public body, as defined by §2.2-4301 and referenced by §2.2-4304 of the Code of Virginia; or any private institution of higher education which are listed at http://www.cicv.org/Our-Colleges/Profiles.aspx, may use the VITA broadband Internet services contracts to obtain services for Internet access. The contracts are setup for services to be ordered through VITA unless authorization is granted by VITA to utilize the contracts and order directly from the contract suppliers.

What are the benefits of using the VITA Broadband contracts?

These contracts have been established via the competitive bid process as outlined in the Virginia Public Procurement Act (VPPA). The pricing and service options available should be competitive with other pricing vendors may offer through the bid process.

Users of these contracts are protected by the contract terms and conditions, including defined service level agreements and cancellation clauses. Early termination fees are excluded. The contracts include options for both month-to-month services that do not require the user to commit to terms and 3-year service commitments for extra savings. These contracts also offer flexibility in that they provide a variety of technologies and services and bandwidth options ranging from 768kb to 10,000mb download data rates.

Localities will find these contracts beneficial since sourcing has been completed without you expending resources and time to manage the competitive bid process.

Aggregating demand for IT services on state contracts increases the state's leverage position for negotiating services, terms and rates. This supports overall cost management and cost reduction initiatives across all state agencies and public bodies in the commonwealth.

What are the available bandwidth options?

The broadband services contracts provide a variety of technologies and services with a wide range of bandwidth options from 768kb up to 10,000mb (megabits per second).

The broadband services and pricing tool allow you to enter the ZIP code for the geographic location that the broadband services will be installed, and returns a list of services available in your ZIP code.

Use the table below to consider the amount of bandwidth needed to support your business applications and number of users for the Internet connection.

Available bandwidth:
Tier Number Minimum Download Speed
1 Less than 1 Mbps
2 Less than 5 Mpbs 
3 10 Mbps
4 20 Mbps
5 40 Mbps
6 100 Mbps
7 200 Mbps
8 400 Mbps
9     600 Mbps
10     800 Mbps
11     1,000 Mbps
12     2,000 Mbps
13     4,000 Mbps
14     6,000 Mbps
15     8,000 Mbps
16     10,000 Mbps

What are the rates?

Pricing for broadband services are based on the technology type and bandwidth tier. Customers ordering services through VITA will incur a surcharge. Note that all technology types will not be available in all areas of the state.

Use the broadband availability tool to view the broadband service options and pricing available in your ZIP code.

I don't see any broadband services listed for my ZIP code? What do I do?

These contracts represent an expansion of broadband technologies and services currently available on state contract to provide coverage through out the commonwealth. For various reasons including lack of business development and funding, not every area of the commonwealth has options for all technology types, however every zip code in the state has at least one available broadband technology. 

If a state agency or public body desiring to utilize the VITA contracts is not able to find a contract option that meets the entity's needs, please contact VITA Supply Chain Management to discuss other options for obtaining the needed service.

Can I purchase television services through these contracts?

Yes. Television services must be ordered directly through the supplier.

Can I purchase voice services through these contracts?

Yes, some contracts include options for unlimited voice services. The voice service is a flat rate voice business line that includes basic voice mail features and unlimited local and domestic long distance services. These voice services will be available only as an “add-on” service option in conjunction with broadband internet services. Voice services are not available as a standalone service.

PRI services are also available on some broadband contracts. Use the broadband availability tool to view the voice services and pricing available in your ZIP code.  

    How do I request services?

    State Agencies and Higher Education

    • Identify what speed of service or bandwidth is required for your broadband Internet connection (consider the number of users and business applications used).

    • Use the  broadband availability tool to determine what broadband services are available within the ZIP code where the service will be installed.

    • Before submitting a TSR, contact the supplier to verify the following:

      • the desired broadband service can be installed at your business location/address
      • the service will meet your bandwidth/speed tier needs, based on the number of users and business applications used
      • desired service can be installed in your required time frame.
    • Complete and submit the Telecommunications Service Request form (TSR) to order services. Be sure to include the following information on your TSR:

      • The technology and speed tier of service (e.g. DSL, tier3)
      • Any special instructions in the in the "Instructions to VITA/Telco Vendor" section of the form.
    • The Telecommunications Customer Service (TCS) group will process your request and confirm the installation date.

    • Questions on the TSR process can be directed to the VITA Customer Care Center at 1 (866) 637-8482.

    Other Public Bodies:

    There are two options to order services for non-state agencies:

    1. Order using the VITA Telecommunications Service Order Process

      • Identify what speed of service or bandwidth is required for your broadband Internet connection (consider the number of users and business applications used).

      • Use the broadband availability tool to determine what broadband services are available within the ZIP code where the service will be installed.

      • Before submitting a TSR, contact the supplier to verify the following:

        • the desired broadband service can be installed at your business location/address
        • the service will meet your bandwidth/speed tier needs, based on the number of users and business applications used
        • desired service can be installed in your required time frame.
      • Complete and submit the Telecommunications Service Request form to order services. Be sure to include the following information on your TSR:

        • The technology and speed tier of service (e.g. DSL, tier 3)
        • Any special instructions in the in the "Instructions to VITA/Telco Vendor" section of the form. 
      • The TCS group will process your request and confirm the installation date. VITA will coordinate service management and billing with the supplier.

      • Questions on the TSR process can be directed to the VITA Customer Care Center at 866-637-8482.

    2. Request authorization to utilize VITA contracts to order services directly from the supplier
      • Submit an e-mail request to SCMInfo@vita.virginia.gov along with the completed Authorized User Agreement.

      • The request should include the supplier name(s), technology and the location(s) that the services are being installed.

      • Direct-billed customers will be responsible for all vendor coordination for service installation, resolution of service issues and support for billing.


     

    VITA Customer Care Center (VCCC): (866) 637-8482
    Virginia Information Technologies Agency
    11751 Meadowville Lane Chester, VA 23836
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