B08 Attachment 0033 C4IM Services List V11 - 2-25-2020.pdf

COMMAND, CONTROL, COMMUNICATIONS, COMPUTERS, AND INFORMATION MANAGEMENT (C4IM) SERVICES LIST

(UNCLASSIFIED)

DRAFT - Version 11, February 2020 for FY21 Implementation - DRAFT

List of Network Enterprise Center (NEC)/Directorate of Information Management (DOIM) and Cyber Centers C4IM Services

- The C4IM Services List pertains to NEC/DOIM and Cyber Center provided services and managed infrastructure. There will be only one physical plant on the installation with one NEC/DOIM network and multiple mission networks.

- The USAR/ARNG treats all reserve Facilities as a single virtual installation. The USAR/ARNG provides all services listed in the C4IM Services List which have a listed provider as either “NEC” or “Cyber Center” to its facilities off Army installations. It adheres to Baseline and MF categories, but may utilize different funds for providing specific services.

- Baseline Services - C4IM services provided to Army activities on a non-reimbursable basis.

- Above Baseline - "Baseline" services with performance standards and/or capabilities exceeding one or more standards and/or capabilities in the C4IM Services List. Army Activities desiring "Above Baseline" IT services will request and obtain these services from the installation NEC/DOIM on a reimbursable basis for the portion of the service that is above the baseline standard/capability. Army activities and the service provider will enter into an SA for "Above Baseline"

Services.

- Enhanced Baseline - "Baseline" services with performance standards exceeding one or more of the standards listed in the C4IM Services List and provided on a reimbursable basis.

- Mission Funded Services - C4IM services are designated as reimbursable by the customer in the C4IM Services List.

- NEC does not make Mission Partner Acquisitions or process their ITAS Waivers.

MDEPTaskTask ID

PERFORMANCE STANDARDS

Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Service 700.0 - Automation - Provide electronic messaging, software development and maintenance, database support, automation training, administration and policy support, network support, and COOP development.

Primary Service Category (PSC) 700.1 - Mail Messaging (E-mail/OMS) and Storage Services - Provide electronic messaging and directory support and electronic messaging application system development and maintenance support.

Provide administration of common-user storage. Includes touch labor support for this PSC.

Function - 700.1.1 - E-mail Service (Unclassified and Classified up to Secret)

Provide the capability to: send, store, process, sign/encrypt, and receive e-mail and multi-media e-mail attachments, with interoperability across the

Army, within the DoD.

700.1.1.1 After escalation by

NEC/Cyber Center, GISMC will resolve outages and degradations within two hours; corrupt mailboxes repaired within four hours.

OWA Users

512MB

mailbox size;

Business

Class Users

4GB mailbox size

E-mail services 24x7 service availability.

BMSNSDISA

Provide e-mail services including directory replication, access to public folders, connector services, internet mail, and calendar service.

700.1.1.2 E-mail services 24x7

service availability

(less scheduled down time)

BMSNSDISA

Provide archiving, searching, and retrieval of e-mail anytime from anyplace

IAW IA policy.

700.1.1.3 E-mail services 24x7

service availability

(less scheduled down time)

BMSNSDISA

Provide email account management (involves creating, deleting, supporting/guiding to connect with new cards, PCS moves, and general troubleshooting).

700.1.1.4 New accounts

requested within 2 business days of request

Support Availability

0700-1700 daily on non-holiday workdays

BMSNSDISA

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MDEPTaskTask ID

PERFORMANCE STANDARDS

Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Provide backup/Archival Storage, consisting of local and remote replication, ability to efficiently support Exchange Mailbox Enclave backup and recovery requirements currently based on 90 days after deletion retention -- and the ability to efficiently support various NetOps enclave backup and recovery requirements.

700.1.1.9 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Support Availability

0700-1700 daily on non-holiday workdays

BMSNSDISA

Support local clusters for Tier 1 Data Center/IPN users that include one active/one passive located at Data Center/IPN #1 and a hot backup cluster of one active/one passive located at Data Center/IPN # 2.

700.1.1.10 24X7BMSNSDISA

Perform or support full email/ Exchange system backups at least once per week for each provisioned Exchange enclave and supported NEC/ DOIM

Installation Local Processing Center.

700.1.1.11 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Ensure 98.9% of backups/ archives are current within established timelines for each supported element, and backups/ archives are useable when restore is required

Support Availability

0700-1700 daily on non-holiday workdays

BMSNSDISA

Provide the ability for disaster recovery in prioritized order in the event of an active Performance Optimized Data center (POD) failure.

700.1.1.12 24x7BMSNSDISA

Provide security administration by creating client policy.700.1.1.14 Support Availability

0700-1700 daily on non-holiday workdays

BWNETCyber Center

Provide Enterprise Email Service Request/Trouble Ticket Resolution for managed service infrastructure.

700.1.1.15 Outages and

degradations resolved according to Army-DISA SLA;

corrupt mailboxes repaired according to Army-DISA SLA

BMSNSDISA

Function - 700.1.2 - Organizational Messaging Service (OMS) / Automated Message Handling System (AMHS)

Provide the capability for users to compose, format, transmit, and receive formal organizational e-mail messages at individual workstations. Provide organizational messaging capabilities including unclassified, sensitive but unclassified (SBU), and classified.

700.1.2.1 Meet 99%

reliability

Mailbox size

100MB with attachment size determined by local IA policies

100% E-mail service availability.

BMU1WNEC

Operate, maintain, and manage the Local Control Center (LCC).700.1.2.2 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Install, configure, and maintain OMS and AMHS servers, software, and other hardware.

700.1.2.3 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide post offices, delivery systems, and backup and restore capability.700.1.2.4 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Troubleshoot OMS/AMHS problems. Elevate to next higher level

(LCC/Area Control Center (ACC), Cyber Center, DISA Network Operations

Center (NOC)) via Service Request if problems cannot be solved locally.

700.1.2.5 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Operate, maintain, and manage Certification Authority Workstation (CAW).

Process X.509 certificates and create FORTEZZA cards. Post certificates to Directory Information Tree (DIT).

700.1.2.6 Create and activate

FORTEZZA cards within 1 business day of request

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Process and deliver messages (e.g. OMS, AMHS).700.1.2.7 24x7 service availability (less scheduled down time)

BQOIMNEC

Function - 700.1.3 - Directory Services

Operate and maintain classified and unclassified Installation Organizational

Unit (OU).

700.1.3.1 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Manage active directory synchronizations with other systems.700.1.3.2 Support Availability

0700-1700 daily on non-holiday workdays

BWNETCyber Center

Create utilities and scripts for authorized changes within directory services.

Ensure information integrity.

700.1.3.3 Perform weekly

updates of directory services

Support Availability

0700-1700 daily on non-holiday workdays w/ on call after hours.

BQOIM/

WNET

NEC/Cyber

Center

Operate and maintain the classified and unclassified active directory forest.700.1.3.4 24x7 service availability

BWNETCyber Center

Provide top-level OU administrator management.700.1.3.5 Support Availability

0700-1700 daily on non-holiday workdays

BWNETCyber Center

Provide AD infrastructure management and monitoring.700.1.3.6 24x7 service availability

BWNETCyber Center

Provide AD situational awareness (e.g. dashboard or reporting tool).700.1.3.7 24x7 service availability

BWNETCyber Center

Provide NEC and other customers with information regarding AD service degradation or interruptions.

700.1.3.8 Within 30 minutes24x7 support

availability

BWNETCyber Center

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Maintain AD domain controllers and other NETCOM managed AD CIs;

update all CIs as required to meet minimum security baseline requirements.

700.1.3.9 Support Availability

0700-1700 daily w/

On Call After Hours

BWNETCyber Center

Continuously monitor domain controllers in order to detect malfunction, intrusion attempts, and anomalies.

700.1.3.10 24x7 service availability

BWNETCyber Center

Provide local touch labor (layer 1 troubleshooting, repairing, etc.) for Cyber

Center assets within the NEC controlled facility.

700.1.3.11 0700 - 1700 on non-holiday workdays 30 minutes; 4 hours all other times

Support availability

0700-1700 daily w/on call after hours.

BQOIMNEC

Operate and maintain classified and unclassified Installation Organizational

Unit (OU) in support of training exercises and rotational forces.

700.1.3.12 MFNEC/Cyber

Center

Provide touch labor (troubleshooting, repairing, etc.) for Cyber Center assets.

700.1.3.13 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

24x7 support availability

BWNETCyber Center

Function - 700.1.7 - Storage Services

Maintain unclassified file storage (home directories, workgroup shares).

Provide 1GB per authorized user as baseline. Additional storage (along with required maintenance for additional storage) is mission-funded. Create common shared folders on a storage drive to enable a group of employees to share and work on same files.

700.1.7.1 1 business day; 2 hours for Priority users

Resolve within 4 business days of

Response time less authorized wait time for Non-priority

Users; Resolve within 1 business day of Response time less authorized wait time for Priority

Users

Free disk space should be greater than 20% of disk capacity.

Perform weekly backup outside of normal business hours;

perform weekly scan

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Maintain Storage Area Network, Network Attached Storage (e.g., home directories, workgroup shares) for mission-specific requirements.

700.1.7.2 MFNEC

Monitor hardware storage space.700.1.7.3 Free disk space should be greater than 20% of disk capacity

Perform weekly scan

Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Perform and support backups for each provisioned volume with application based transaction log backups to recover data created between full backups.

700.1.7.6 Perform and

monitor backups daily.

Full system backups monthly. Full storage system backups weekly.

NEC Support

Availability

1700-0400 daily;

Cyber Center 24x7

BQOIM/

WNET

NEC/Cyber

Center

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Perform data replication at a remote location to enable real-time recovery of data and application. Replication supports scheduled data replication consistent with RMF requirements of the system.

700.1.7.7 24x7 service availability

BWNETCyber Center

Perform and support full storage system backups per SLA/MOA.700.1.7.8 MFNEC/Cyber

Center

Operate and maintain local COOP storage per SLA/MOA.700.1.7.9 MFNEC/Cyber

Center

Operate and maintain COOP data recovery at second Data Center/IPN using remote storage backup that is a final operational capability (FOC for

Microsoft applications, post FOC for Unix and Linux applications) per

SLA/MOA.

700.1.7.10 MFCyber Center

Operate and maintain provided capability to move storage from one Data

Center/IPN to another.

700.1.7.11 MFCyber Center

Provide performance capacity planning, management, operations and maintenance of SAN equipment and services.

700.1.7.12 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Provide storage management functions at the Data Center/IPN that includes monitoring, allocation, and recommend storage usage based on agreed-upon directives.

700.1.7.13 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Provide high availability SAN-based data pathing for hosted application data storage.

700.1.7.15 24x7 service availability

BQOIM/

WNET

NEC/Cyber

Center

Operate and maintain the provided data storage access and capacity in support of Army deployments, BRAC, DoD, and other related hosted applications.

700.1.7.18 MFCyber Center

Provide storage utilization, performance reporting, trending, and management capabilities.

700.1.7.19 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Provide support for DR/COOP that will have the ability to effectively and efficiently use bandwidth in support of synchronous and asynchronous replication to and from heterogeneous storage and server platforms

(Timeframe will be negotiated between the Cyber Center and the NEC).

700.1.7.21 Support Availability

0700-1700 daily on non-holiday workdays

BWNETCyber Center

Provide local touch labor (troubleshooting, repairing, etc.).700.1.7.22 1 business day; 2 hours for Priority users

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide local touch labor for troubleshooting and repair of mission related tasks.

700.1.7.23 MFNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Provide local touch labor (layer 1 troubleshooting, repairing, etc.) for Cyber

Center assets located within the NEC controlled facility.

700.1.7.24 0700 - 1700 on non-holiday workdays 30 minutes; 4 hours all other times

NEC Support

Availability

1700-0400 daily

BQOIMNEC

Resolve requests through remote administration actions (troubleshooting, repairing) that do not require touch labor.

700.1.7.25 Resolve within 4

business days of

Response time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Maintain SIPRNET file storage (homedirectories, workgroup shares).

Provide 1GB per authorized user as baseline. Additional storage (along with required maintenance for additional storage) is mission-funded. Create common shared folders on a storage drive to enable a group of employees to share and work on same files.

700.1.7.26 1 business day; 2 hours for Priority users

Resolve within 4 business days of

Response time less authorized wait time for Non-priority

Users; Resolve within 1 business day of Response time less authorized wait time for Priority

Users

Free disk space should be greater than 20% of disk capacity.

Perform weekly backup outside of normal business hours;

perform weekly scan

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide local touch labor (troubleshooting, repairing, etc.) for Cyber Center assets.

700.1.7.27 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

24x7 support availability

BWNETCyber Center

Primary Service Category (PSC) 700.2 - Database Administration Services - Provide database, master file, and data warehouse support, and administration and support for standard database software.

Function - 700.2.1 - Administration and Maintenance

Perform local database administration for standard database software for unclassified Army Enterprise Systems.

700.2.1.1 Support Availability

0700-1700 daily on non-holiday workdays

BWNETCyber Center

Develop, field, and support database applications.700.2.1.2 MFNEC

Perform database builds, reorganizations, maintenance, tuning, backups, restorations, and query design.

700.2.1.3 MFNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Perform file transfers (file transfer protocols (FTPs)), loads, downloads, data file manipulation, data archiving, coordination, familiarization, and implementation of actions required. Processing of superscans, driver actions, and updates/changes to unique and standard master files.

700.2.1.4 MFNEC

Perform incremental backups and full system backups for standard databases for unclassified Army Enterprise Systems.

700.2.1.5 Perform full

systems backups weekly and incremental backups daily.

Back-ups will be performed outside normal business hours

Support Availability

1700-0400 daily

BWNETCyber Center

Provide SQL Database storage and server incident/event resolution for the

Common Operating Picture (COP) solution being used by the Installation

Emergency Service Support Center.

700.2.1.6 0700 - 1700 on non-holiday workdays 30 minutes; 4 hours all other times

Resolve within 2 hours of Response

Time less authorized wait time

24x7 support availability

BQOIMNEC

Operate and maintain standard database servers for unclassified Army

Enterprise Systems.

700.2.1.7 24x7 service availability (less scheduled down time)

BWNETCyber Center

Perform local database administration for standard database software for classified Army Enterprise Systems residing on SIPRNET.

700.2.1.8 Support Availability

0700-1700 daily on non-holiday workdays

BWNETCyber Center

Perform incremental backups and full system backups for standard databases for Army Enterprise Systems residing on the SIPRNET.

700.2.1.9 Perform full

systems backups weekly and incremental backups daily.

Back-ups will be performed outside normal business hours

Support Availability

1700-0400 daily

BWNETCyber Center

Operate and maintain standard database servers for Army Enterprise

Systems residing on the SIPRNET.

700.2.1.10 24x7 service availability (less scheduled down time)

BWNETCyber Center

Provide local touch labor (layer 1 troubleshooting, repairing, etc.) on standard database systems for unclassified Army Enterprise Systems located within NEC controlled facility.

700.2.1.11 0700 - 1700 on non-holiday workdays 30 minutes 4 hours all other times

Support Availability

0700-1700 on non-holiday workdays w/ On Call After

Hours

BQOIMNEC

Provide local touch labor (layer 1 troubleshooting, repairing, etc.) on standard database systems for Army Enterprise Systems located within

NEC controlled facility residing on the SIPRNET.

700.2.1.12 0700 - 1700 on non-holiday workdays 30 minutes 4 hours all other times

Support Availability

0700-1700 on non-holiday workdays w/ On Call After

Hours

BQOIMNEC

Function - 700.2.2 - Data Warehouses and Data Mining Services

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Provide data mining services.700.2.2.2 MFNEC

Primary Service Category (PSC) 700.3 - Desktop/ Software/Peripheral Support Services - Provide desktop, software, and peripheral support, release management, and account management. Includes touch labor for this PSC.

Function - 700.3.1 - Desktop Software Service

Install approved for use desktop software on unclassified desktop systems.700.3.1.1 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Perform release management to include commercial software, standard software, and new system releases.

700.3.1.3 2 business daysSupport Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Automated software updates, security updates, and vendor patches are provided to end user devices on the enterprise network. Customers must ensure device availability. The resolution of failed updates to mission systems (i.e. classroom computers) are mission funded.

700.3.1.4 95% of devices within 10 days, 98% within 20 days, 100% within 30 days; 95% of centralized updates completed via automated means.

BQOIMNEC

Maintain accountability for COMMON USER ENTERPRISE desktop software licenses.

700.3.1.5 Perform annual

inventory certification

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMARNG/USAR

Provide local Touch Labor services to include installation, troubleshooting, and software updates, security updates, vendor patches (service packs, service releases), on unclassified desktop systems when electronic application means do not exist.

700.3.1.6 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide local touch labor for troubleshooting and repair of mission related tasks.

700.3.1.7 MFNEC

Receive, test, tailor, publish, and advertise patch packages containing software updates, security updates and vendor patches for push to unclassified end user devices.

700.3.1.8 Support Availability

0700-1700 daily on non-holiday workdays.

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Resolve unclassified desktop system requests through remote administration actions (troubleshooting, repairing) that do not require touch labor.

700.3.1.9 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Install approved for use desktop software on desktop systems residing on the SIPRNET.

700.3.1.10 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Automated software updates, security updates, and vendor patches are provided to end user devices on the SIPRNET. Customers must ensure device availability. The resolution of failed updates to mission systems (i.e.

classroom computers) are mission funded.

700.3.1.11 95% of devices within 10 days, 98% within 20 days, 100% within 30 days; 95% of centralized updates completed via automated means.

BQOIMNEC

Provide local Touch Labor services to include installation, troubleshooting, and software updates, security updates, and vendor patches (service packs, service releases) on desktop systems residing on the SIPRNET when electronic application means do not exist.

700.3.1.12 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Receive, test, tailor, publish, and advertise patch packages containing software updates, security updates and vendor patches for push to end user devices residing on the SIPRNET.

700.3.1.13 Support Availability

0700-1700 daily on non-holiday workdays.

BQOIMNEC

Resolve desktop system requests through remote administration actions

(troubleshooting, repairing) that do not require touch labor for systems residing on the SIPRNET.

700.3.1.14 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Receive, test, tailor, publish, and advertise patch packages containing software updates, security updates and vendor patches for push to unclassified end user devices. Secondary validation and remediation when necessary.

700.3.1.15 Support Availability

0700-1700 daily on non-holiday workdays.

BWNETCyber Center

Receive, test, tailor, publish, and advertise patch packages containing software updates, security updates and vendor patches for push to end user devices residing on the SIPRNET. Secondary validation and remediation when necessary.

700.3.1.16 Support Availability

0700-1700 daily on non-holiday workdays.

BWNETCyber Center

Install and operate virtual systems in support of virtual machines for virtual desktop infrastructure (VDI).

700.3.1.17 MFNEC

Function - 700.3.2 - Software / Application Development for All Automation System Types

Design, develop, and maintain all types of application systems using standard programming languages. Develop applications to support user requirements, but not limited to creation of the data models, databases, survey/add/update of reuse library, development of interfaces, application control logic, forms (screens), objects, reports, queries and menus.

700.3.2.1 MFNEC

Plan tests, prepare test data, execute testing, identify, analyze and repair errors and retest an application or module prior to implementation and placing into production.

700.3.2.3 MFNEC

Prepare, update and distribute end-user and/or system operator's manuals that contain the product design and procedures and other relevant information necessary to use and administer the system. Also prepare, update and distribute on-line help facilities, technical manuals, Standing

Operating Procedures (SOPs), Instructions on the Army Standard software suite and maintain automation documentation and application software inventory documentation library.

700.3.2.4 MFNEC

Assist users in identifying service requirements and developing appropriate technical specifications that are consistent with user needs. Provide advice on automating functions, integrating requirements with existing capabilities, communication requirements, control and administration of systems, types of information management systems, operating systems, equipment;

infrastructure compatibility. The NEC will not produce requirement documentation for the customer; however, the NEC will provide users recommended equipment and software lists.

700.3.2.5 2 business daysSupport Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Function - 700.3.4 - Computers and Peripheral Devices

Acquisition and replacement (to include life-cycle) of end user devices to include computers, printers, laptops, scanners, and other hardware.

700.3.4.1 MFNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Configuration of authorized unclassified end user and network devices to include computers, printers, laptops, scanners, and other hardware.

700.3.4.2 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Evaluate customer prepared request for acquisition and life-cycle replacement of end user devices to include computers, printers, laptops, scanners, and other hardware.

700.3.4.3 Resolve within 5

business days less authorized wait time.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Configuration of bulk authorized end user and network devices to include computers, printers, laptops, scanners, and other hardware (when request is for 15 or more devices to replace existing operational devices).

700.3.4.4 Respond within 2

business days

Resolve within 45 days of Response

Time less authorized wait time.

Up to 500 devices per mission partner

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide local Touch Labor services for unclassified computers and peripheral devices to include installation, troubleshooting, and facilitating repairing; DOES NOT INCLUDE cost for replacement parts, unpacking, hardware setup and moving equipment.

700.3.4.5 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response Time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide local touch labor for troubleshooting and repair of mission related tasks based on SLA/MOA.

700.3.4.6 MFNEC

Resolve requests for unclassified computers and peripheral devices through remote administration actions (troubleshooting, repairing) that do not require touch labor.

700.3.4.8 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response Time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Configuration of authorized end user and network devices to include computers, printers, laptops, scanners, and other hardware residing on the

SIPRNET.

700.3.4.9 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide local Touch Labor services for computers and peripheral devices residing on the SIPRNET to include installation, troubleshooting, repairing;

DOES NOT INCLUDE cost for replacement parts, unpacking, hardware setup and moving equipment.

700.3.4.10 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response Time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Resolve requests for computers and peripheral devices residing on the

SIPRNET through remote administration actions (troubleshooting, repairing) that do not require touch labor.

700.3.4.11 1 business day less authorized wait time; 2 hours for Priority users less authorized wait time

Resolve within 4 business days of

Response Time less authorized wait time for Non-priority users; Within 1 business day of

Response Time less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide local touch labor for troubleshooting and repair of Virtual Desktop

Infrastructure (VDI) clients.

700.3.4.12 MFNEC

Surge Support/MFGI (Mobilization Force Generation Installation) - NECs will support imaging, scanning, patching, and joining tasks for COTS-IT only. NECs will also provide the connection to the Mission Partner

Environment (MPE). Note NETCOM has no Cyber Security Service

Provider (CSSP) responsibility - that is the responsibility of the owner of the network being extended. PMs are responsible for their individual MCS system builds.

700.3.4.13 Support Availability

0700-1700 on non-holiday workdays w/ On Call After

Hours

BQOIMNEC

Function - 700.3.5 - IT Training

Provide any required end-user training that is not available through Army e-Learning.

700.3.5.1 MFNEC

Function - 700.3.8 - Copier Management

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Evaluate customer prepared requests for network multi-function copiers, copiers, and printers. Advise and recommend placement and consolidation of network multi-function copiers.

700.3.8.1 Respond within 2

business days

Resolve within 5 days of Response

Time less authorized wait time.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Primary Service Category (PSC) 700.4 - Web Support Services - Provide web hosting operations and management services. Operate and maintain web proxy servers.

Function - 700.4.1 - Web Hosting

Install, configure and administer common user web and portal servers.700.4.1.1 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Monitor web pages and applications for security and standards compliance and verify that user developed web pages follow regulations (508 and

Department of Defense (DoD) web policy).

700.4.1.3 Perform

monthly scan for compliance

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide Web Application incident/event resolution for the Installation

Emergency Service Support Center Common Operating Picture (COP) system.

700.4.1.9 0700 - 1700 on non-holiday workdays 30 minutes; 4 hours all other times

Resolve within 2 hours of Response

Time less authorized wait time

24x7 service availability

BQOIMNEC

Operate and maintain unclassified common user web and portal servers.700.4.1.10 Perform full systems backups weekly and incremental backups daily.

Back-ups will be performed outside normal business hours

24x7 service availability (less scheduled down time); Complete repairs within 2 hours of the beginning of incident less authorized wait time.

BQOIMNEC

Operate and maintain common user web and portal servers residing on the

SIPRNET.

700.4.1.11 Perform full

systems backups weekly and incremental backups daily.

Back-ups will be performed outside normal business hours

24x7 service availability (less scheduled down time); Complete repairs within 2 hours of the beginning of incident less authorized wait time.

BQOIMNEC

Function - 700.4.2 - Web Site and Web Page Development and Maintenance

Design, develop, and maintain static and dynamic web sites or portals using standard programming languages based on SLA/MOA.

700.4.2.1 MFNEC

Design, develop, and maintain web pages using standard programming languages.

700.4.2.2 MFNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Provide web master services.700.4.2.3 MFNEC

Function - 700.4.3 - Web Application Development

Develop, deploy, and maintain web based applications.700.4.3.1 MFNEC

Function - 700.4.4 - Proxy, Caching, and Web Filtering Service

Operate and maintain web monitoring and filtering systems IAW applicable laws and regulations.

700.4.4.1 NEC: 0700-1700

on non-holiday workdays 30 minutes; 4 hours all other times.

Cyber Center:

Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Continuous24x7 Service

Availability

BQOIM/

WNET

NEC/Cyber

Center

Operate and maintain web proxy servers.700.4.4.2 Critical Priority 1 =

Immediate response (24x7)

Urgent Priority 2 =

(4 hrs)

Continuous24x7 service availability

BWNETCyber Center

Provide monitoring and defense of all Army Web servers at the theater level through the use of reverse Web proxy system.

700.4.4.4 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Continuous24x7 service availability

BWNETCyber Center

Maintain reverse proxy security configurations in a current state to provide bi-directional protection of local web sites and prevent web site defacing from outside sources.

700.4.4.5 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Continuous24x7 service availability

BWNETCyber Center

Assume ownership of a web proxy incident event when detected and continuously monitor the event while managing restoration activities.

700.4.4.7 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Continuous24x7 service availability

BWNETCyber Center

Provide local touch labor (layer 1 troubleshooting, repairing, etc.) for Cyber

Center assets located within the NEC controlled facility.

700.4.4.8 0700 - 1700 on non-holiday workdays 30 minutes 4 hours all other times

Support Availability

0700-1700 on non-holiday workdays w/ On Call After

Hours

BQOIMNEC

Primary Service Category (PSC) 700.5 - File, Print & Mission Server Support Services - Provide hardware and software support to any type of common-user server and Enterprise Operations server support. Includes touch labor for this

PSC.

Function - 700.5.1 - Unclassified Server Administration

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Provide system administration and operating system support for file, print, and common user application servers, server farms/banks. Includes hardware monitoring.

700.5.1.1 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Provide and install hardware, operating system, and software for file, print, and common user applications servers, and server farms/banks.

700.5.1.2 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Install, test and verify operating system service packs, application updates and patches on all common user servers.

700.5.1.4 As directed24x7 service

availability (less scheduled down time)

BQOIM/

WNET

NEC/Cyber

Center

Perform system backups for each file, print, and common user applications server.

700.5.1.6 Perform full

systems backups weekly and incremental backups daily.

Back-ups will be performed outside normal business hours

BQOIM/

WNET

NEC/Cyber

Center

Monitor system logs, security logs, and application logs for each file, print, and common user applications server.

700.5.1.7 At least once

daily

Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Provide Domain Name Server (DNS) services that include the address resolution of Uniform Resource Locator (URL) to IP addresses. Fully

Qualified Domain Name (FQDN) to IP address.

700.5.1.15 24x7 service availability

BWNETCyber Center

Install, configure and administer DNS servers.700.5.1.16 Perform weekly backup, check logs daily

Support Availability

0700-1700 daily w/

On Call After Hours

BWNETCyber Center

Perform release management to include commercial software, standard software, and site license management, for new system releases for NEC managed systems.

700.5.1.18 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Maintain accountability for software licenses and non-mission unique server licenses for NEC managed systems.

700.5.1.19 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Operate and maintain the DNS servers.700.5.1.22 24x7 service availability (less scheduled down time)

BWNETCyber Center

Provide legacy 911/E911 Emergency Service Server Support. This support consists of operating and maintaining data center environment for backend computing resources, which consists of TMS or TMS like server (for servers that are NEC-managed).

700.5.1.29 Response within 2

hours.

Resolve within 4 hours of incident request less authorized wait time.

24x7 service availability (less scheduled down time)

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Provide local common user application, file, and print servers touch labor

(troubleshooting, repairing, etc.).

700.5.1.30 4 hours for mission critical systems;

next business day for routine systems

Resolve within 4 business days of incident generation less authorized wait time for Non-priority users; Within1 business day of incident generation less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide local touch labor (layer 1 troubleshooting, repairing, etc.) for enterprise assets managed by the Cyber Center.

700.5.1.31 0700-1700 on non-holiday workdays 30 minutes 4 hours all other times.

Support Availability

0700-1700 daily w/

On Call After Hours

BQOIMNEC

Operate and maintain file, print, and common user application servers and server farms/banks.

700.5.1.32 Operate with no

more than 1 system failure per 2000 operating hours.

24x7 service availability (less scheduled down time); Complete repairs within 2 hours of the beginning of incident less authorized wait time.

BQOIM/

WNET

NEC/Cyber

Center

Function - 700.5.2 - Mission-Specific Server Administration

Provide system administration for mission-specific servers.700.5.2.1 MFNEC/Cyber

Center

Install hardware, operating system, and software for mission-specific servers.

700.5.2.2 MFNEC/Cyber

Center

Provide local touch labor for troubleshooting and repair of mission related tasks.

700.5.2.3 MFNEC/Cyber

Center

Function - 700.5.6 - Server Administration Support to Tactical Deployable Systems

Provide system administration for mission-specific servers.700.5.6.1 MFNEC/Cyber

Center

Provide and install hardware, operating system, and software for mission-specific servers.

700.5.6.2 MFNEC/Cyber

Center

Maintain Storage Area Network and Network Attached Storage (e.g., home directories, workgroup shares) for mission-specific requirements.

700.5.6.3 MFNEC/Cyber

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Provide local touch labor for troubleshooting and repair of equipment associated with mission related tasks.

700.5.6.4 MFNEC

Function - 700.5.7 - Other Servers to Tactical Deployable Systems

Operate, maintain, and administer SMS (system management server), Streamed Video Server, Virtual Conferencing Server, Structured Query

Language (SQL), and other servers.

700.5.7.1 MFNEC

Provide local touch labor for troubleshooting and repair of equipment associated with mission related tasks.

700.5.7.2 MFNEC

Function - 700.5.10 - SIPRNET Server Administration

Provide system administration and operating system support for file, print, and common user application servers and server farms/banks. Includes hardware monitoring.

700.5.10.1 Support Availability

0700-1700 daily on non-holiday workdays.

BQOIM/

WNET

NEC/Cyber

Center

Provide and install hardware, operating system, and software for file, print, and common user applications servers, and server farms/banks.

700.5.10.2 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Install, test and verify operating system service packs, application updates and patches on all common user servers.

700.5.10.3 As directed24x7 service

availability (less scheduled down time)

BQOIM/

WNET

NEC/Cyber

Center

Perform system backups for each file, print, and common user applications server.

700.5.10.4 Perform full

systems backups weekly and incremental backups daily.

Back-ups will be performed outside normal business hours

BQOIM/

WNET

NEC/Cyber

Center

Monitor system logs, security logs, and application logs for each file, print, and common user applications server.

700.5.10.5 At least once

daily

Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Provide Domain Name Server (DNS) services that include the address resolution of Uniform Resource Locator (URL) to IP addresses. Fully

Qualified Domain Name (FQDN) to IP address.

700.5.10.6 24x7 service availability

BWNETCyber Center

Install, configure and administer DNS servers.700.5.10.7 Perform weekly backup, check logs daily

Support Availability

0700-1700 daily w/

On Call After Hours

BWNETCyber Center

Perform release management to include commercial software, standard software, and site license management, for new system releases for NEC managed systems.

700.5.10.8 Support Availability

0700-1700 daily on non-holiday workdays

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Maintain accountability for software licenses and non-mission unique server licenses for NEC managed systems.

700.5.10.9 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Operate and maintain the DNS servers.700.5.10.10 24x7 service availability (less scheduled down time)

BWNETCyber Center

Provide local common user application, file, and print servers touch labor

(troubleshooting, repairing, etc.).

700.5.10.11 4 hours for mission critical systems;

next business day for routine systems

Resolve within 4 business days of incident generation less authorized wait time for Non-priority users; Within1 business day of incident generation less authorized wait time for Priority

Users.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide local touch labor (troubleshooting, repairing, etc.) for enterprise assets managed by the Cyber Center.

700.5.10.12 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Support Availability

0700-1700 daily w/

On Call After Hours

BQOIMNEC

Operate and maintain file, print, and common user application servers and server farms/banks.

700.5.10.13 Complete repairs

within 2 hours of the beginning of incident less authorized wait time.

24x7 service availability (less scheduled down time).

BQOIM/

WNET

NEC/Cyber

Center

Primary Service Category (PSC) 700.6 - Management of Data Network Services - Provide management of various types of Local Area Network (LAN) and Campus Area Network (CAN); Provide management of Wide Area Network

(WAN) connectivity to include supporting the automated systems linked to the network; manage local dial-in server and access.

Function - 700.6.1 - External Networks

Manage and maintain approved connections to external networks, to include but not limited to NIPRNET, SIPRNET, Defense Switched Network

(DSN), Public Switched Telephone Network (PSTN), Army Reserve

Network (ARNET), Army National Guard Network (DoDIN-A (NG)), Defense

Research Engineering Network (DREN), Simulations Network (SIMNET), and Army intranets within existing capability.

700.6.1.1 NIPRNET

and

SIPRNET

operate at less than

80% of available bandwidth capacity

0700-1700

(local time)

24x7 service availability (less scheduled down time)

BQOIM/

WNET

NEC/Cyber

Center

Manage additional network requirements beyond existing capabilities.700.6.1.2 MFNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Report IDS/IPS outage.700.6.1.3 30 min open ticket24x7 support availability

BWNETCyber Center

Report Communications Systems OSI Layer 2/3 TLA switch failure/isolation.

700.6.1.4 15 min open ticket24x7 support availability

BWNETCyber Center

Report CS/NCS DSNB HAZCONS.700.6.1.8 30 min open ticket24x7 support availability

BWNETCyber Center

Conduct after-action analysis of all intrusions and report the results.700.6.1.9 24x7 support availability

BWNETCyber

Center/ACOIC

Provide local TLA touch labor (troubleshooting, repairing, etc.).700.6.1.10 0700-1700 on non-holiday workdays 30 minutes; 4 hours all other times

Resolve within 1 business day of incident generation less authorized wait time.

Support Availability

0700-1700 daily on non-holiday workdays w/ On Call After

Hours

BQOIMNEC

Provide mission-specific LAN touch labor (troubleshooting, repairing, etc.).700.6.1.11 MFNEC

DISA/COCOM Multi-National Information Systems (MNIS)Coordination -

The NETCOM-NEC in coordination with requesting unit coordinates with the appropriate AO for the specific CENTRIX enclave requested. Coordinate with appropriate Unified Command (DISA/PACOM, CENTCOM) to extend the external network (CENTRIX) into.

700.6.1.12 MFNEC

Function - 700.6.2 - Virtual Private Network (VPN)

Install, configure, operate and maintain a VPN server capability for remote broadband network access from remote locations for point to point VPN tunnel.

700.6.2.1 MFNEC

Monitor and manage Remote Access Servers (VPN, Remote Web Access, etc).

700.6.2.2 Cyber Center 24x7

support availability

NEC Support

Availability

0700-1700 daily on non-holiday workdays w/ on-call after hours.

BQOIM/

WNET

NEC/Cyber

Center

Configure, implement VPNs for a dynamic site to site VPN structure that will support efficient, confidential communication directly between sites, IPN to IPN, and site to IPN connections.

700.6.2.4 Cyber Center 24x7

support availability

NEC Support

Availability

0700-1700 daily on non-holiday workdays w/ on-call after hours.

BQOIM/

WNET

NEC/Cyber

Center

Provide mission-specific LAN touch labor (troubleshooting, repairing, etc.).700.6.2.5 MFNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Operate and maintain VPNs for a dynamic site to site VPN structure that will support efficient, confidential communication directly between sites, IPN to IPN, and site to IPN connections.

700.6.2.7 24x7 service availability (less scheduled down time)

BQOIM/

WNET

NEC/Cyber

Center

Provide…