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

1. Notification Time: _____________________ notification to the state of service impacting faults such as: a. Any hardware failure or circuit problem b. Any hardware alerts or warnings, high utilization or memory usage on the core network devices managed, InterLATA circuits, and IntraLATA circuits c. Any failure interfacing with the ISPs 2. Notification Time: _____________________ execution of diagnostic and fault resolution procedures upon fault detection. 3. Qualified technical support on-site, with appropriate replacement parts, upon detection of any service affecting hardware failure, 24x7x365, Notification Time:_____________________ 4. Notification Time:_____________________ of Resolution notification of the actual restoration of services or problem resolution. 5. Notification Time:_____________________ for Root Cause Analysis of actual restoration of services. 6. Provide initial response and escalations as outlined in table below: Definition: Severity 1 (Critical) Severity 2 (High) Severity 3 (Normal) Initial Response (from occurrence) Begin Diagnosis (from occurrence) Initial Notification to TOWO 14