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

2.14 Service Level Agreement: . Describe your service level agreements for the proposed services. Provide detailed SLAs. Hours of support: Standard hours: Monday to Friday 8:30 to 5:30, except Pascack Data Observed Holidays (New Year’s Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas) Severity 1 (Critical) Standard Business Hours: Immediate response not to exceed 30 minutes After Standard Business Hours: Immediate response not to exceed four hours. Severity 2 (High) Initial Response (from occurrence} Standard Business Hours: Immediate response not to exceed 30 minutes After Standard Business Hours: Immediate response not to exceed four hours. Severity 3 (Normal) Standard Business Hours: Immediate response not to 30 minutes . €xplain your company’s methods for monitoring and measuring SLAs. What options are available to us upon failure to meet your stated SLAs? Customer satisfaction is a top priority for the Management at Pascack Data. We believe immediate attention is usually the best course of action, which can be handled by conference call or a face to face meeting. 2.15 Implementation: Additional detail would be required to respond to with accurate answers to the questions below. In general, Pascack Data has implemented numerous large projects in excess of thousands of devices across the tri-state area and has the experience to complete projects on schedule with the required transfer of knowledge. . Describe your approach to implementing services, . What customer resources are required to support implementation? * ___What is the typical implementation timeframe? _ [Type here]