137-25 Exhibits to the Resolution for Extension of Contracts for IT Network Management Services - 2025 (002).pdf

1.4 Network Problem Resolution and Referral • The Contractor shall refer network problems to various sources when resolution cannot be achieved by Contractor personnel. If diagnosis or resolution has not been completed in accordance with SLA’s as defined below, the Contractor shall escalate the problem to Network Operations Engineers for further action. • When problems are detected in hardware or circuits, the Contractor must report and resolve the issue, including parts and labor to correct the problem as necessary. See SLA’s as defined below. 1.5 Network Installation Support • The Contractor shall install or modify network components and other systems as required. This includes physical and logical connections with switches, routers, firewalls and related hardware. No modifications or changes shall be made without an approved change request provided by Network Operations. The Contractor shall support implementation of configuration processes based on change review approval by Network Operations. The Contractor shall assist Network Operations in adhering to the approved process for introducing a scheduled maintenance or network configuration change. • The Contractor shall provide support in troubleshooting network problems associated with new or revised hardware or software installations. The Contractor shall provide support in coordinating new off-network connections including direct site-to-site links with other agencies. The Contractor shall update baseline artifacts to include logical design, as-is drawings and other baseline documents. Occasional staff travel requirements may occur as a result of requirements, but is addressed on a case-by-case basis. 1.6 Network Management and Monitoring • The Contractor shall be responsible for using Contractor’s management tools to monitor our stateside and LAN and WAN networks. • The Contractor shall have access to the use of a wide assortment of management tools to assist in identifying, analyzing and diagnosing network system problems. 10