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

Resolution Notification Faults are events categorized by severity: Severity 1 – Critical: Any event impacting or about to impact service on more than one subscriber (such as service-impacting failures of >500msec), on a device that is defined as a backbone/core device, where no redundant route is configured and passing traffic or where the redundant route is impacted. If all of the above conditions are met and any of the following conditions are met: service cessation, no packet transfer, interface down, platform not responding to ICMPs, loss of signal, loss of functionality, DoS attacks, SYN attack. Severity 2 – High: Any event impacting service or about to impact service on more than one subscriber (such as: service-impacting failures of >500msec), on a device that is defined as a backbone/core device, where a redundant route is available and passing traffic. Any event impacting or about to impact service on a single subscriber connection, or with potential to impact service of multiple subscribers if not addressed, such as: degradation or intermittent failures, latency spikes of >200msec for more than 60 seconds, repetitive intermittent downtime (component, interface, or circuit) for short periods of < 5 seconds. Problems may have a possible bypass or alternate route but the bypass must be acceptable to Network Operations management. Severity 3 – Normal: Informational events and maintenance events, such as: incrementing error count on an interface without service impact, high (or low) traffic level on a circuit, operating system upgrades, routine maintenance actions. 1.13 CONTRACTOR PERSONNEL MINIMUM QUALIFICATIONS: The Contractor shall be capable of furnishing all necessary personnel and services required to successfully complete all tasks and work requirements and produce high quality deliverables and support services described herein. The Contractor shall demonstrate in its proposal that it possesses such expertise in-house or has fostered strategic alliances with other firms for providing the support needed to be successful as referenced in minimum qualifications contained below. The Contractor shall provide TOWO with personnel that have the specific skills that meet the qualifications as specified below. The Contractor will be responsible for identifying, diagnosing, defining, performing and documenting remedial action taken to resolve network

ic skills that meet the qualifications as specified below. The Contractor will be responsible for identifying, diagnosing, defining, performing and documenting remedial action taken to resolve network connectivity issues. The 16