Common use of Levels of Support Clause in Contracts

Levels of Support. DYOPATH will provide and manage support in response to network‐related calls initiated through the Service Desk and/or conditions detected by the DYOPATH NOC. Responsibilities for this function include but are not limited to:  Assist with network design and installation coordination;  Assist with basic circuit and network device troubleshooting;  Assist with network change control, for all supported network device types;  Assist with network device configuration and administration support;  Assist with network Incident diagnosis and resolution support;  Review NOC monitoring output and act upon any identified Incidents or alerts;  Coordination with network equipment manufactures and circuit providers;  Manage configuration data for all network devices in support of service recovery and disaster recovery objectives;  Manage network quality of service settings to adapt the Client LAN to best use of its resources;  Provide expert support to the security function, review network device logs and alerts as required to aid in Incident response. DYOPATH will monitor the Managed Services environment 7 days per week, 24 hours per day, and respond to alarms as identified in Table 5. Network Alert Response (Metric 12) DYOPATH shall review all Critical Alerts immediately. Service Desk Tickets are automatically generated on critical alerts. DYOPATH shall notify the Client, in the manner as set forth in the Client’s Standard Operating Procedures after DYOPATH has determined that Client’s Equipment/Services (including without limitation the IT software and assets described in Section 2.1.1) are unavailable. NOTE: Critical Alerts are alerts, from the automated monitoring system, that are an indication of service interruptions or potential service interruption.

Levels of Support. DYOPATH will provide and manage support in response to network‐related network-related calls initiated through the Service Desk and/or conditions detected by the DYOPATH NOC. Responsibilities for this function include but are not limited to:  • Assist with network design and installation coordination;  • Assist with basic circuit and network device troubleshooting;  • Assist with network change control, for all supported network device types;  • Assist with network device configuration and administration support;  • Assist with network Incident diagnosis and resolution support;  • Review NOC monitoring output and act upon any identified Incidents or alerts;  • Coordination with network equipment manufactures and circuit providers;  • Manage configuration data for all network devices in support of service recovery and disaster recovery objectives;  • Manage network quality of service settings to adapt the Client LAN to best use of its resources;  • Provide expert support to the security function, review network device logs and alerts as required to aid in Incident response. DYOPATH will monitor the Managed Services environment 7 days per week, 24 hours per day, and respond to alarms as identified in Table 5. Network Alert Response (Metric 12) DYOPATH shall review all Critical Alerts immediately. Service Desk Tickets are automatically generated on critical alerts. DYOPATH shall notify the Client, in the manner as set forth in the Client’s Standard Operating Procedures after DYOPATH has determined that Client’s Equipment/Services (including without limitation the IT software and assets described in Section 2.1.1) are unavailable. NOTE: Critical Alerts are alerts, from the automated monitoring system, that are an indication of service interruptions or potential service interruption.

Levels of Support. DYOPATH DYONYX will provide and manage support in response to network‐related network-related calls initiated through the Service Desk and/or conditions detected by the DYOPATH DYONYX NOC. Responsibilities for this function include but are not limited to:  • Assist with network design and installation coordination;  • Assist with basic circuit and network device troubleshooting;  • Assist with network change control, for all supported network device types;  • Assist with network device configuration and administration support;  • Assist with network Incident diagnosis and resolution support;  • Review NOC monitoring output and act upon any identified Incidents or alerts;  • Coordination with network equipment manufactures and circuit providers;  • Manage configuration data for all network devices in support of service recovery and disaster recovery objectives;  • Manage network quality of service settings to adapt the Client Customer LAN to best use of its resources;  • Provide expert support to the security function, review network device logs and alerts as required to aid in Incident response. DYOPATH DYONYX will monitor the Managed Services environment 7 days per week, 24 hours per day, and respond to alarms as identified in Table 5. Network Alert Response (Metric 12) DYOPATH DYONYX shall review all Critical Alerts immediately. immediately and open a Service Desk Tickets are automatically generated on critical alertsService Request for any Critical Alert remaining open greater than 10 minutes. DYOPATH DYONYX shall notify the Client, in the manner as set forth in the Client’s Standard Operating Procedures after DYOPATH DYONYX has determined that Client’s Equipment/Services (including without limitation the IT software and assets described in Section 2.1.1) are unavailable. unavailable NOTE: Critical Alerts are alerts, from the automated monitoring system, that are an indication of service interruptions or potential service interruption.