Specifications include, but are not limited to: Proposed services must meet the following specifications: • The offeror will make all reasonable efforts to ensure 99.99% network availability of each circuit. • The offeror will provide 24 x 7 support and 2-hour on-site response time for outages. • The offeror will provide denial-of-service protection. • The offeror will provide traffic monitoring. b. Network operations center: • Solution will provide customer support functions including problem tracking, resolution and escalation support management on a 24x7x365 basis. Customer has the right and is encouraged to call concerning any problems that may arise relative to its connection with vendor provided services. c. Trouble reporting and response: • Upon interruption, degradation or loss of service, Customer may contact Vendor by defined method with a response based on trouble level. Upon contact from the Customer, the Vendor support team will initiate an immediate response to resolve any Customer issue. Customer will receive rapid feedback on trouble resolution, including potential resolution time. d. Escalation: • In the event that service has not been restored in a timely manner, or the Customer does not feel that adequate attention has been allocated, the Customer can escalate the trouble resolution by request. A list of escalation contacts will be provided when the implementation schedule is completed.
