Agmt15 Packet Fusion - Laserfiche WebLink

Browse Search

EXHIBIT "A" SCOPE OF WORK • Severe Trunk Lockups • Public network interface issues (1 or more per day)(not out of service) • Data corruption, which renders peripheral equipment inoperative. � A problem, which can be cleared by normal Customer Care, practices, but which re-occurs regularly (1 or more per month). • Non-service affecting software inconsistencies (feature related operations) • Hardware diagnostic failures, not already defined above, which cannot be corrected by technical personnel (ERR Messages / SCH codes). • Software errors or hardware problems that are intermittent in nature, but which effect subscriber service. 9.7. Remote Service Monitorinq: A small agent will be loaded onto each HQ, DVS, and ECC server. This agent will use very little processing power, bandwidth and hard drive space. The agent, at a minimum, will perform the following: • Monitoring of alarms from ShoreTel: o D-Channel, Network disconnects/reconnects, switch restarts, fan failure, temperature out of spec, 911, hunt group out of spec. • Windows alarms: o TMS disconnect, Windows Update errors, Processing Performance, TAPI alarms, server on and offline, DCOM errors, UAC issues, Data execution prevention errors, Windows updates status, Memory usage, etc. • Automatic back-up of configuration database to be scheduled. • Inventory of all equipment and licenses. • Cataloging of current release of software for notification if there are issues with that particular release. 9.7.1. PFI will monitor the City implementation at Packet Fusion Network's Operation Center (NOC). The agents come in two varieties: The first allows remote access, the second allows for remote access, but only if enabled buy someone on the server itself. Which agent will be installed on which equipment will be determined during detailed project planning upon agreement execution. 9.7.2. Packet Fusion's Network Operations Center has a dedicated staff of certified engineers 24/7/365 capable of providing remote Tier3 support if alarms are presented or by request. Redwood City will be able to communicate directly with the engineering team on all support tickets. 10.Post Installation System Maintenance 10.1. PFI will install and train IT Staff on ShoreWareT"' Director, a browser- based management interface with the following functionality: REV: 08-28-15 MLG Page 20 of 69 ATTY/AGR.2015.207/Packet Fusion New Telephone System