Township Council Meeting — Packet

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

1.7 Network Utilization • The Contractor shall be responsible for monitoring network utilization to ensure the network infrastructure accommodates customer traffic to all of the customers to help reduce operational costs and establish a foundation for future services. • The Contractor shall coordinate with outside entities as needed for establishment and baseline verification of baseline and operational network utilization. The utilization statistics shall be captured primarily using various tools to monitor device interfaces in relation to transmission media capabilities. 1.8 Network Availability • The Contractor shall monitor network availability and compare sample data with the information in the commercial service provider circuit availability reports for verification and validation of outage statistics. 1.9 Network Trend Analysis • The Contractor shall perform network trend analysis to compile daily and/or longer-term reports for various network traffic areas of interest. These reports shall supply both generalized and specific information about targeted areas and shall provide useful snapshots of information. These reports shall include but are not limited to daily and weekly reports covering various error conditions, workload (i.e. CPU) and memory and network utilization. Customized trend analysis shall be provided based on current monitoring capabilities on an as-needed basis. 1.10 Network Capacity Planning • The Contractor shall perform data collection to assist in network capacity planning. Network usage and configuration information shall be used with performance statistics to reflect current and long-term bandwidth utilization. This information shall be used to better estimate future requirements based on application, organizational or technological changes as well as adjustments to provide improved cost/benefit of current resources. 11

1.11 Technical Requirements: The Contractor shall perform LAN/WAN configuration, troubleshooting and operational support with specific (but not exclusive) concentration on: LAN Support • The Contractor shall provide the following LAN support services:  Monitor LAN performance and make LAN upgrade recommendations using management or monitoring tools Perform diagnostic testing between network components Recommend configuration changes and network upgrades as required Install, configure, troubleshoot and maintain network and network monitoring tools (such as: SolarWinds, etc.) and hardware as required or directed Install and configure network protocol software Install, configure and maintain LAN switches, routers and wireless systems Troubleshoot and repair LAN lines Troubleshoot and resolve network issues and problems Install, label, maintain and troubleshoot internal network wiring and fiber optic cabling Document all existing and potential network problems and their corrective actions Reestablish network connectivity for users during office moves Perform periodic preventative maintenance Participate in design reviews for new facilities or renovation plans as required Diagnostic testing between network components Systems programming of network switches, routers and related hardware Install, label, maintain and troubleshoot internal network wiring and fiber optic cabling Generate network diagrams, rack elevations and documentation as requested by the Network IT staff Travel, as required or directed, to TOWO offices in the West Orange area                 12

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

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

Network Operations management (from occurrence) Onsite Support with parts (as required) measured from start of diagnosis 1st Escalation to the TOWO Network Operations Engineer on-call (from occurrence) 2nd Escalation to TOWO Network Operations Manage r and Contract NOC Manager after 1st escalation 3rd Escalation to Sr. Director of Network Operations and the Contractor Program Manager after 2nd escalation 15

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

Contractor will be responsible for troubleshooting and isolating the source of the problem and developing processes for resolution to share with Network Operations staff members. The Contractor will continuously monitor trouble ticketing system for new and escalated tickets. Upon receipt of the ticket, the Contractor will initiate immediate action to clearly define the problem and effect immediate remediation, document the problem to effectively track it, or distribute it to the appropriate group of responsibility for action and satisfactory resolution. The Contractor will install or modify network equipment/components and related systems as required. This includes physical and logical connections with switches, routers, firewalls and related network devices. No modifications or changes shall be made without an approved change request. The Contractor will coordinate with various IT Units to: Further integrate network systems into our production network; Research and design solutions to technical and business problems; Use network troubleshooting tools to detect issues and coordinate remediation of any issues; Stay abreast of network concerns and regularly update network engineering and operations leadership. The Contractor’s personnel shall work under the direct supervision of TOWO’s IT Coordinator or his designee, located at 66 Main Street, West Orange, New Jersey 1.14 CONTRACTOR EXPERTISE REQUIRED: The Contractor must demonstrate and certify that it possesses at a minimum three (3) years’ experience in providing network engineering and administrative support for large enterprise environments, including one (1) or more of the certifications listed below. Vendors bidding for the Uniformed Network contract must also have minimum (3) years’ experience working in accordance with the CJIS security policy. • CONTRACTOR PERSONNEL QUALIFICATIONS AND CERTIFICATIONS 17

The following qualifications are required by the person(s) proposed to perform under the resulting Agreement: Minimum of three (3) years’ experience implementing new LAN/WAN designs, architectures and integration Minimum of three (3) years’ experience troubleshooting and configuration of large enterprise LAN/WAN networks Minimum of three (3) years’ experience configuring and troubleshooting Wireless networks Minimum of three (3) years’ experience configuring L2 and L3 Access Control Lists (ACLs) Any vendor working on the uniformed network will require ALL support personnel to be subject to Federal, State and Local background checks. Vendor will need to provide a list of personnel who will be accessing the network either remotely or on-site and will be responsible for having background checks completed and forwarded to the Agency. SUBSTITUTION OF PERSONNEL The Contractor may not substitute key personnel without the prior approval of TOWO Network Operations. To replace any personnel, the Contractor shall submit resumes of the proposed personnel specifying their intended approved labor category. All proposed substitute personnel shall have qualifications equal to or better than those of the replaced personnel and must be approved by the Manager. The Manager shall have the option to interview the proposed substitute personnel. After the interview, the Manager shall notify the Contractor of acceptance or denial of the requested substitution. 18