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e <br /> EXHIBIT A, SCDIS/COE SWO-01-15 <br /> ii. Provide Ethernet Switching equipment for 2RU rack space within SCDIS Data <br /> Center. <br /> iii. Provide maintenance of Ethernet Switching equipment. <br /> 16. Emergency Response: Emergency shall mean network outage,multi-user outage/critical event, <br /> or when COE is unable to conduct business. <br /> a. Response Time 2 Hours <br /> b. COE shall make contact with the SCDIS Service Desk upon discovery of an event to <br /> notify SCDIS of the event. The notification to the Service Desk will initiate the SCDIS <br /> response. SCDIS shall respond to the incident within the response time indicated and <br /> escalate the problem as necessary to achieve resolution. SCDIS will schedule network <br /> operations access as necessary. <br /> 17. Priority Problem Response: Priority problem shall mean network impairment, or when COE is <br /> still able to conduct business but no practical workaround exists. <br /> a. Response Time 3 Hours <br /> b. COE shall make contact with the SCDIS Service Desk upon discovery of an event to <br /> notify SCDIS of the event. The notification to the Service Desk will initiate the SCDIS <br /> response. SCDIS shall respond to the incident within the response time indicated and <br /> escalate the problem as necessary to achieve resolution. SCDIS will schedule network <br /> operations access as necessary. <br /> 18. Routine Response: Routine response shall mean that the user is inconvenienced, or non- <br /> mission-critical application is impaired and a practical workaround exists. <br /> a. Response Time 3 Days(Maximum) <br /> b. COE shall make contact with the SCDIS Service Desk to notify SCDIS of the event. The <br /> notification to the Service Desk will initiate the SCDIS response. SCDIS shall respond to <br /> the incident when all other service requests of a higher priority have been answered, and <br /> SCDIS shall make every effort to respond within 3 business days of receiving notification <br /> of the problem. This category includes,but is not limited to, training issues,minor <br /> operational issues, and minor system inconveniences. <br /> 19. SWO Management: Unless otherwise indicated, all correspondence regarding this SWO should <br /> be directed to: <br /> COE Primary Contact: Jeanette Postma, IT Manager <br /> 2930 Wetmore Ave, Suite 6A <br /> Everett,WA 98201 <br /> 425-257-7701 <br /> ITNotices@everettwa.gov <br /> Additional COE staff members: Judy Brittain, Operations Supervisor <br /> 425-257-6401 <br /> jbrittain@everettwa.gov <br />