Res 2000-156 - Laserfiche WebLink

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will include provision of all maintenance rcleases and patches to correct performance of the software. (d) Customer shall have access to Williams' appropriate service group during the hours of the Service Period. (e) Stated response times arc measured during Service Period hours and after a remote diagnosis determines that the failure is hardware related. (f) All parts delivery commitments are subject to manufacturer depot and WiIliams depot deadlines for shipment requests. Monitoring and Outage Tracking (where applicable) The Monitoring and Outage Tracking service will provide 24 x 7 network monitoring and problem detection on Customer's data equipment. It tracks the outage process and opens a trouble ticket with Customer's carrier of choice. Williams' equipment will monitor active nodes, traffic, outages, reboot detection, status changes, excessive errors, private virtual circuit status, interface status and line status. Monitoring also includes fault detection and logging to circuit, equipment or site power. Each contracted site is poIled every minute. Within fifteen (15) minutes of receiving a "critical" or ;;major" alarm, WiIliams will alert Customer to the problem(s) on Customer's networking clements via pager, telephone, or emaiL Trouble ticketing will be utilized to input and track outages and keep a history of trouble reports to assist in case of future outages. Customer wiIl receive an electronic copy of detailed trouble tickets at the end of each month. ~mote Engineering Services (where applicable) hen a remote diagnosis is required under a Data 2000 Premium or Plus Plan, WiIliams' monitoring and outage-tracking technicians will notify a ,~.note engineer who will perform a remote diagnosis of the network failure(s), If Customer initiates a service ticket, the Williams' engineer initiaIly assigned to the ticket will contact Customer within one (1) hour during Service Period hours. The network failure is repaired remotely when possible. If the remote diagnosis determines that the failure is hardware-related, Williams will coordinate the replacement hardware and labor to complete the replacement on site. Ownership of the outage remains with Williams' remote engineer until the repair is complete. Advanced Reporting (where applicable) Williams will provide to Customer a network health-related report on each networking device under this Agreement, including each managed component or intermediate network. Williams engineers will be available Monday - Friday, 8:00 a.m. - 5:00 p.m., Central Time, on an unlimited caIls basis, to answer network health-related questions regarding Customer's reports and to provide data interpretation. Customer, using its assigned password, will be able to access its network health-related reports around the clock via Williams' secure World Wide Web site. II. CUSTOMER INFORM A TION REQUIRED (prior to initiating service). · Customer's Signed Leller of Authorization · Scope of Senicc document, including sparing programs for all equipment under maintemnce . Network diagrams ill Visio . Router and/or switch cOl1tiguration Jiles · Completed eng.im;cring spn:adsheet that includes: Complete II' addn;ssmg Site addresses, contacts and phone numbers Circuit number, carrier, and configuration information ~ Private virtual circuits (PVCs) ~ Line coding ~ Demarc type Router/network dial-in numbers SNMP community strings (read-only) · Type of cvents report (router, server, or PVC) if Advanced Reporting is ordcred. · Thresholds for router, server and PVC configured into Williams' remote services system. Istomer's Defined Internal Escalation Procedures: . First Level Contact: . Second Level Contact: . Pager or Email Notification: Ill. WILLIAMS RESPONSIBILITIES. (a) Williams is responsible for providing the Remote Services referenced in this Agreement. If special formats or programming services are requested, Williams shall offer a separatc proposal. (b) Williams agrees to keep confidential the data submitted to it by Customer and the data provided for Customcr by Williams during the term of this Agreement and for a period of three (3) years thereafter. Williams agrees not to make this data available to any third party, unless: (i) compeIled to do so by law or order of a compctent court with jurisdiction; (ii) pcrmission of Customer is first obtained; or (iii) required for Williams to render the prescribed services. This obligation of confidentiality shall not apply to any such data: (i) which was previously given to Williams free of any obligation to keep it confidential; (ii) which is or becomes publicly available by other than unauthorized disclosure by Williams; (iii) which is deveioped by or on behalf of Williams independently of this Agreement; (iv) which is received from a third party whose disclosure does not violate any confidentiality obligation. (c) Williams orders a connection from Customers' carrier of choice, where applicable. IV. CUSTOMER RESPONSIBILITIES. (a) Customer is responsible for providing the facilities, equipment and software that are necessary for the services described in this Agreement including: · Free and clear access to a telephone within 10 feet of equipment. Data Series 2000 Plans - 2/2000 Page 2 01'3