25-8334_Attachment_C-Severity_Levels_Chart.pdf
PDF 66 KB Posted
- Solicitation number
- 25-8334
- Issued by
- Collier County, Florida
About this file
This is a Severity Levels Chart (Attachment C) for Collier County's Request for Proposal No. 25-8334 for Public Safety P25 Radio System Maintenance and Support Services in Florida. The chart establishes three service level tiers—Critical, Major, and Minor—with corresponding problem definitions and response requirements. Critical severity incidents include major system failures, vulnerabilities, compromised indicators, offline tower sites, unavailable talk paths exceeding 25 percent, dispatch console losses of two or more units, interoperability interface failures, network switching center outages, simulcast cluster capacity loss exceeding 25 percent, network management system failures, loss of full-featured dispatch capability, complaints affecting more than 25 users, backhaul system failures, and temperature or power supply alarms. Major severity encompasses medium-risk vulnerabilities, significant system impairments, complaints affecting 5 to 25 users, single network switching center loss, redundant backhaul path loss, channel capacity loss of 25 percent or less in simulcast clusters, and single dispatch console loss. Minor severity includes low-risk vulnerabilities, tower light failures, channel capacity loss at multi-sites of 25 percent or less, complaints affecting five or fewer users, and operational or informational inquiries.
Response time requirements differentiate based on severity classification. Critical incidents mandate event acknowledgement and telephone response within 15 minutes, initial assessment within 15 minutes of acknowledgement, on-site response within 2 hours from notification, and fault restoration within 4 hours, with tower crew repairs completed the following business day. Major incidents require acknowledgement and response within 30 minutes, on-site response within 4 hours, fault restoration within 8 hours, and tower crew repairs within 3 business days. Minor incidents allow 4-hour acknowledgement and response times, next-business-day on-site response, and 5-business-day fault restoration or information completion. All service levels operate on a 7 days per week, 24 hours per day, 365 days per year basis. Critical incidents require notification of the county's dispatch center and radio support team, along with recommendations for maintaining operational continuity.
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Text version
25-8334 Attachment C- Severity Levels Chart
Severity Level
Problem Type Response Time
Critical • Major system failure
• Detection of a Critical or High Risk Vulnerability
• Detection of an Indicator of Compromise
• One or more RF tower sites off-line
• 25% or more of the system talk paths unavailable
• Loss of two (2) or more dispatch consoles
• Loss of ISSI or any interoperability interface
• Loss of both Network Switching Center (NSCs)
• Loss of more than 25% of channel capacity in simulcast cluster
• Loss of the network management system
• Failure of all control points resulting in loss of simulcast operation
• Loss of “full-featured” dispatch capability (revert to backup radio dispatch)
• End user complaints affecting more than 25 users
• Backhaul system failure resulting in loss of path to (1) or more tower sites
• Radio site over temperature alarm
• UPS or -48Vdc rectifier in alarm
• Event acknowledgement, Incident ticket, and/or Telephone response within 15 minutes
• Initial assessment of extent of system impairment within 15 minutes of event acknowledgment
• Notification of the County's dispatch center and Radio support team
• Recommendation of corrective actions to take to maintain continuity of operations
• If required, on-site within 2 hours from receipt of notification, 7x24x365.
• Fault restoration within 4 hours from receipt of notification.
• Repairs requiring tower crew to be completed the following business day.
Major • Detection of a Medium Risk Vulnerability
• Detection of an Indicator of Compromise
• Significant system impairment
• End user complaints affecting more than 5 users but less than 25
• Loss of one of the two NSCs
• Loss of a redundant backhaul path
• Loss of 25% or less channel capacity in simulcast cluster
• Loss of more than 25% of channel capacity at a Multi-site
• 10% or more of the system talk paths off-line
• Loss of one (1) dispatch console
• The loss of a logging recorder interface
• Intermittent problems, interference
• Event acknowledgement, Incident ticket, and/or Telephone response within 30 minutes
• If required, on-site within 4 hours from receipt of notification, 7x24x365.
• Fault restoration within 8 hours from receipt of notification
• Repairs requiring tower crew to be completed within 3 business days.
Minor • Detection of a Low Risk Vulnerability
• System problems under monitoring
• Tower Light failure
• Loss of 25% or less of channel capacity at a Multi-site
• End user complaints affecting 5 or less users
• Operational and informational questions
• Configuration change support questions
• Event acknowledgement, Incident ticket, and/or Telephone response within 4 hours
• If required, on-site the following business day
• Fault restoration or information request completion within 5 business days from receipt of notification
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