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

WAN Support • The Contractor shall interface with Network Operations to provide the following WAN support services. In performance of these services, the Contractor shall:  Facilitate the installation, troubleshooting and repair of communication lines, data circuits and wireless systems Configure, maintain and troubleshoot WAN protocols Identify existing potential network problems and report outages with corrective actions Coordinate with remote sites and overseas IT departments to recover and restore WAN connectivity in case of an outage Perform diagnostic testing among WAN components to verify performance and connectivity Install, configure and maintain routers per established policies and procedures as required or directed Facilitate the installation, troubleshooting and repair of communication lines, data circuits and associated equipment Identify existing potential network problems and report outages with corrective actions Coordinate with remote branch office personnel to recover and restore WAN connectivity in case of an outage Open trouble tickets and/or coordinate communication with Internet Service Providers (ISPs) as required.         1.12 PERFORMANCE STANDARDS AND SERVICE LEVELS • The Contractor shall meet the following performance standards: Response and Notifications The Contractor is expected to react quickly to any event impacting, or that has the potential to impact, the delivery of subscriber services. In addition, it is critical that the Contractor communicates events that impact service delivery, the services impacted by the events, and any future risks caused by the events to TOWO Network Operations management in a timely fashion. It is expected that notifications and escalations occur simultaneously through the Contractor’s management and engineering organizations during any service affecting event. The Contractor will propose a documented Escalation and Notification Procedures listed below, with minimum reaction times, notification times, and escalation times: 13