Exhibit_4c_TRAP_SLA.docx

MITSC NCR Service Description and Service Level Agreement

Service Level Agreement and Memorandum of Agreement

For The

NATIONAL CAPITOL REGION

(NCR)

MAGTF INFORMATION TECHNOLOGY SUPPORT CENTER

(MITSC)

And

MARINE CORPS SYSTEMS COMMAND (MARCORSYSCOM)

PMM110

TFITS RFP ASSESSMENT PROGRAM

(TRAP)

February 2013 Version 1.1

Executive Summary and Agreement The National Capitol Region MAGTF Information Technology Support Center (MITSC NCR) manages a modern high-end data center, referred to as the MITSC, for hosting NCR applications and data. The MITSC is located in Building 3098 and is a 5000Sq.Ft. Controlled Access Area, which is manned 24/7/365. The area is equipped with sophisticated environmental sensors, air-conditioning, Uninterruptible Power Supplies (UPS) and an emergency backup generator system. The MITSC Watch Officer (WO) utilizes several monitoring tools to proactively detect anomalies and apply necessary corrective measures.

This Service Level Agreement formally outlines the details, goals, support and problem resolution procedures for MITSC Hosting Services supporting the Total Force Information Technology Systems Request for Proposal Assessment Program (TRAP).

This document represents a Memorandum of Agreement (MOA) between the MITSC NCR and the MARCORSYSCOM PMM110. By signing below, the Assistant Chief of Staff, G6, Head, MITSC NCR, the Program Manager PMM110, and the TRAP Project Officer, hereafter referred to as the Client concur with the information contained in this Service Level Agreement.

Amendment and Distribution Policy This Service Level Agreement can be amended at any time upon mutual agreement between the Head, MITSC NCR and the Client.

One copy of this Service Level Agreement must bear original signatures of the Client’s representative(s), and will be held by the Head, MITSC NCR. Distribution of copies of the signed originals (including completed appendix form C) as follows: one file copy for the Head, MITSC NCR and one copy for the Client.

Assistant Chief of Staff, G6

Date:

Assistant Chief of Staff, G6

MCB, MCNCRC

Head, MITSC NCR

Date:

Head, MITSC NCR

Client Representative/Program Manager

Date:

AC/S, DIRECTOR

BILLET

ORGANIZATION

Client Representative/TRAP Project Officer

Date:

NAME (O4/5 OR GS13/14 EQUIVILANT)

BILLET

ORGANIZATION

1. Service Description The MITSC NCR provides a staffed IT Center where proper environmental controls (e.g. heating, air conditioning, building security) are provided, as in commercial data centers, suitable for mid-scale ensembles of computer and network hardware. This IT Center is provided as a service that is available to host systems developed in support of Marine Corps services in the National Capitol Region. The MITSC NCR offers Non-managed hosting at this time

1.1. Non-Managed Hosting

Non-Managed Hosting (Customer-owned, Customer-managed) provides space and infrastructure to enable the customer to collocate and manage servers within the IT Center. In this hosting situation the customer has access to the NCR infrastructure and Core IT Services.

1.1.1. Technical Description

The Non-Managed Hosting Services comprises a number of standard components:

· Standard 19” rack space in a secure environment

· Redundant conditioned power

· Switched Ethernet (100MB or 1GB as available)

The Non-Managed Hosting Services comprises a number of optional components:

· Customer Support

· Service Desk Support for hosting issues

· Tier 1 support of Server Hardware

· Tier1 support of Operating System, if requested

· Unlimited Server Reboots with notification

· Emergency hardware maintenance

· Escorted Access to the Data Center

· Monitoring and Service Reporting

· Network

· Hardware

· Operating System

· Application

MITSC NCR will provide, based on Client need, a range of services for computer equipment housed in the IT Center. These may include:

· Providing floor space (measured in square feet) or rack space (measured in rack-units (RU)).

· The Client will be allocated rack space in rows TBD for racks, hardware and networking peripherals.

· A total of 2 sets of 2 contiguous IT equipment racks, with a minimum of 42U available per rack, to support a NIPRNET instance.

· A total of 24U IT equipment rack space, to support a SIPRNET (Classification of SECRET) instance.

· Provide temporary rack space in the event of future hardware refresh efforts.

· The Client will be responsible for providing the hardware and software used to remotely connect and manage devices in the datacenter.

· Clients may have to pay for floor, rack space, and power upgrades as needed.

· The Client pays for all additional/special electrical parts and labor beyond the standard connectivity to the cabinet (from an existing power distribution unit or panel).

· Providing adequate cooling and ventilation to the hosted equipment.

· This applies to typical server arrangements.

· Additional out-of-pocket expenses may be charged to the Client if the equipment has larger than normal power and cooling requirements.

· Providing access to server consoles via KVM (Keyboard-Video-Mouse) switches.

· Provide sufficient 220v power drops as required.

· Provide remote access capabilities based on connections approved by the MCEN DAA to administrative NIPR and SIPR workstations within the MITSC NCR.

· Providing controlled access within the perimeter of the data center as outlined in the procedure “Physical Security Controls and Access Policy for the MCNCR MITSC” (Appendix A).

· Connectivity to the appropriate networks, as approved by the MCEN DAA.

· NMCI, Public DMZ with Trusted Application Back-End, and stand-alone development networks are available.

· Standard Network connectivity is connection of one (1) RJ45 connection.

· The Client will be responsible for the non-standard network connections to include a one-time fee and potential monthly fees.

· Providing TCP/IP and/or application health monitoring on a 24x7x365 basis

· Alerting of Client provided contact(s) in cases of problems detected with the hosted equipment.

· Performing occasional manual intervention such as power-on/reset of the equipment as requested from Client.

· In accordance with base CMCC policy, items that are controlled, tracked or managed through the CMCC for TRAP (SIPRNET) shall be on the G6 secondary control point inventory. In the event of a priority part being obtained, MITSC NCR staff may be required to pick up the part from the CMCC. In the event of adding TRAP staff to the access roster at the base CMCC, all Base SOP’s will be followed.

The MITSC NCR will also provide system architecture and design advice free of charge. All hardware that is going to be hosted in the MITSC NCR should be approved by the MITSC NCR before purchase. Failure to get approval may affect our ability to host the system.

1.2. Communication Plan

The MITSC NCR requires a Primary and an Alternate Government Point of Contact for all matters regarding the hosted system. Contracted employees or supporting staff will not be considered authoritative for any transactions between the MITSC NCR and the Client. The Client will contact the MITSC NCR WO, via email, at NCRmitsccws.fct@usmc.mil for any inquiries or requests for service. The WO (703-784-2111) will act as liaison between Clients and the Head, MITSC NCR. The latter are responsible for day to day operations of the MITSC.

The MITSC Change Manager, WO or the Head, MITSC NCR will inform the Client and designated administrators (via E-mail notification) of any service-affecting updates or changes at least two business days prior to the event. In the event of an unexpected loss or degradation of service the WO will inform the Client and designated administrators (via E-mail or phone notification) as soon as it is possible.

The Client will inform the WO (via email notification) of any anticipated changes on the hosted servers that deviates from this contract or could causes potential problems to the MITSC NCR. It is the Client’s responsibility to ensure the MITSC NCR has accurate contact information.

2. Service Level Agreement The MITSC Hosting Service is intended for server class machines. A server class machine is defined as any machine which serves data to users and does not function as a desktop machine.

2.1. Maintenance Window

The MCNOSC and/or MITSC NCR will schedule system maintenance windows in order to properly maintain the data center. These maintenance windows will be scheduled in accordance with the MITSC NCR Outage Handling Procedures (Appendix B). When possible, the MITSC NCR will provide a minimum of 72 hours advance notice of a scheduled maintenance window/outage. The Client is to supply a Primary and Alternate Government Point of Contact for concurrence of scheduled outage requests (Appendix C). Concurrence must be received within 24 hours. Failure to provide non concurrence implies concurrence.

Major security threats and emergency maintenance may require work to be done outside of the specified maintenance window hours. Unscheduled outage will be handled in accordance with (Appendix B). The Client is to supply at least two Points of Contact for notification of unscheduled outages (Appendix C).

2.2. System Compatibility

2.2.1. Operating System

All support Operating Systems must be approved by the USMC in DADMS. The Client is responsible to ensure all operating systems are current in accordance with Marine Corps Network Operations and Security Center (MCNOSC) Operational Directives and MCEN Information Assurance (IA) policy.

2.2.2. Hardware

The MITSC NCR has a limited amount of floor space to host systems, and heavily encourages the use of servers that can be rack mounted. All systems must comply with the below physical requirements. If a system is not able to comply with the physical requirements listed below, the Client must contact the MITSC NCR to conduct a hosting assessment.

· All equipment must be compatible with, and fit into, industry standard 19-inch equipment racks (manufactured by APC) provided by the NCR. The MITSC NCR does not accept racks provided by users unless requested.

· Peripherals must be rack-mountable.

· Equipment must operate on 208V/220V single phase or 120V power connections.

.1. Other power considerations are the responsibility of the customer, to include funding.

· No external UPS is required. This is centrally provided by the MITSC NCR.

· Access to keyboard, video display and mouse is via KVM. Locally attached keyboards, video displays and mice are permitted in interim cases.

2.3. Recommended maintenance plans

The MITSC NCR recommends that Client equipment have a hardware maintenance plan with the vendor and that clients do not extend equipment usage past the manufacturer recommended "end-of-life" as this will affect accreditation. However, all maintenance is the responsibility of the Client.

Clients should also have a software maintenance plan as well as a system administration support plan.

The MITSC NCR maintains vendor warrantees or support contracts on all hardware and software that is provided by the MITSC NCR.

2.4. Compliance requirements

As a DOD system, the MITSC NCR is required to maintain compliance with DOD and USMC Information Assurance and Information Technology standards. This includes ensuring that all hosted systems are compliant with DOD and USMC standards. All hosted systems are required to comply with the below:

· All hosted systems are required to run software versions that are currently supported by the manufacturer, on the USMC approved software list, and registered in DADMS

· All critical software/firmware patches must be applied in a timely manner and in compliance with MCEN/MCNCR IA Operational Directives, deadlines and requirements.

· Emergency shutdown procedures will be provided to the MITSC NCR that will detail how to appropriately shutdown the system. These procedures will only be used in the case of a loss of environmental systems, IA/Security breach, or the request of the Client. The Client will be notified prior to any shutdown by the MITSC NCR.

· Any malfunctioning/non-compliant system that interferes with the normal operation of the MITSC will be powered off or removed until that equipment has been repaired. Notice will be given to the client prior to any disconnection when possible.

2.5. System Announcements and Errors

The MITSC NCR makes every effort to keep the components of the data center running smoothly. However, we may encounter equipment problems. Status reports are generated every 8 hours which include general network health information. These reports can be E-mailed to the Client’s POC list, if requested.

2.6. Rights of Ownership

The MITSC NCR is a Controlled Access Area, which limits the access personnel have to the environment. While all equipment remains the property of the Client, access to the equipment is only available in accordance with the “Physical Security Controls and Access Policy for the MCNCR MITSC” (Appendix A).

Clients may exchange/upgrade their systems; provided these changes replace existing equipment without requiring additional infrastructure and applicable accreditation approvals are complete and presented at the time of installation. All configuration changes must be approved by the Head, MITSC NCR and the DAA and reviewed by NCR IA prior to the change being implemented. All equipment that is being installed or modified will be scanned prior to installation. Clients will supply System Administrator access to NCR IA and Regional IA Assessment Team which will remain on the system until the equipment is removed from the MITSC.

2.6.1. Hardware

Clients will maintain their systems on their individual CMR accounts. The MITSC NCR will consider assumption of responsibility for consolidated management. The Client is still the owner of the asset(s) and responsible for all costs associated with the hardware, such as warrantees and replacing or upgrading components. The Client will supply the following details as an addendum to this agreement:

1. Number of physical x86 processor based servers (physical and virtual)

2. Of the physical x86 processor based servers, the number of them that are running a hypervisor (VMware vSphere/ESX or Microsoft Hyper-V)

3. Of the servers running a hypervisor, the total number of virtual machines (VMs) running on all services combined

4. Storage capacity of each installed component (raw, formatted, and available at the time of install)

The Client is responsible for the removal of all Client equipment being decommissioned. Per the attached MCNCR Physical Security Controls and Access Policy, the Project Officer will designate personnel that may remove a hosted system’s equipment from the MITSC NCR. The cost and responsibility of moving equipment will be responsibility of the MITSC NCR only in the event that Clients are directed to leave the hosting facility by the MITSC NCR.

If the Client decommissions any equipment, the equipment must be removed from the MITSC NCR within two weeks by personnel approved to do so in accordance with the ”Physical Security Controls and Access Policy for the MCMITSC NCR” (Appendix A).

2.6.2. Software and Configuration

The Client is still the owner of the software and responsible for all costs associated with the software, such as warrantees and ensuring compliance with the vendors licensing terms. The Client must also submit a list of all software installed on the hardware including version

3. Monitoring Services The MITSC NCR WO continuously monitors the data center hosting service components. The WO is alerted to error conditions and will notify the client and the support personnel as required to assist with resolution of any performance issues or incidents concerning the MITSC. NCR IA will monitor compliance with MCEN IA Operational Directives, deadlines and requirements.

4. Change Requests If the Client requires modification to the MITSC NCR or additional services provided by the MITSC NCR the Client will submit a change request that details all modifications requested and supporting justification. All requests for changes must be sent to the MITSC NCR WO via E-mail (Attn: John Dow at NCRmitsccws.fct@usmc.mil.) The Client will receive a trouble ticket which will be used as reference for all interactions. Requests will generally be responded to within business day and processed within one work week of receipt of the E-mail. Most request reviews should be completed within 3 working days but may require review by the Change Advisory Board (CAB).The Client will be notified of the request decision via E-mail.

5. Problem Support Services All hosting-related problems experienced by the Client must be reported to the WO at 703-784-2111. The client establishes the problem severity. The MITSC NCR is fully staffed Monday-Friday 0730-1630. The MITSC NCR maintains an onsite service desk, network, domain, and IA personnel 24/7/365.

· Problem Severity Level and Classifications

Figure 3 - Default Support Severity Levels

· MITSC NCR support personnel response time to problem after client contact with the Service Desk:

Figure 4 - Support Response Time

· Escalation

· The MITSC NCR WO can be reached by phone at (703) 784-2111. In the event of non-resolution of a problem the client can simply specify the following:

· The urgency of the situation

· The problem needs to be escalated.

· The requested level of appropriate escalation

The WO will have up-to-date instructions on how to reach MITSC NCR support staff.

· Internal escalation process: (staff will be called as needed)

· Level 0 WO and Service Desk Duty Personnel

· Level 1 MITSC NCR Duty Personnel

· Level 2 MITSC NCR RSM, NetOps, MSS Manager

· Level 3 MITSC NCR Chief

· Level 4 MITSC NCR Head

· Level 5 AC/S, G6

6. Eligibility This service is available to all NCR Commands, Tenants, Programs and Projects. Commands, Tenants, Programs, and Projects servicing areas outside of the National Capitol Region will be considered on a case by case basis. All commercial/contractor activities are specifically excluded from participation.

7. Acceptable Usage Policy Further governance is provided by the following policies:

· MCI NCR Information Technology User Guide (Appendix D)

8. Chargeback and Pricing MITSC NCR is not currently charging for services.

9. Agreement Renewal and Termination This agreement is valid until a change or update is initiated by either party. The Head, MITSC NCR or the client under the terms of this agreement may terminate the agreement after the initial one-year period. Written notice must be provided by the initiating party the other party sixty (60) days prior to termination.

All out of pocket costs paid for by the client are not reimbursable.

Either party may prematurely terminate the agreement if the MITSC NCR is unable to provide the level of service expected or required by the Client’s ongoing needs, or in the event the service has been replaced by another more beneficial service, or the client has not fulfilled other obligations as detailed in the Service Level Agreement.

10. IA Control Matrix The following matrix demonstrates IA controls that the MITSC NCR has implemented within the hosted, non-managed architecture accessed by TRAP and are considered inherited or hybrid by the program and inherited from the MITSC NCR,the G-6, or MCNOSC.

The hosting facility has backup power.

In addition to what the MCNOSC and G6 provide, TRAP uses local network and host-based services.

EBBD-2-1: Boundary Defense –WAN

EBBD-2-2: Boundary Defense – Internal Enclave Boundary

The architecture has been set up and designed by the MCNOSC.

EBRU-1-1: Remote Access for User Functions - Remote Access Architecture

EBRU-1-2: Remote Access for User Functions - Remote Access Information Protection

Controls

VPNs are controlled/protected by the MCNOSC.

The MCNOSC controls the firewall protecting the legacy service net where TRAP resides. TRAP has IP chain firewall in each Linux server and Internet Connection Share firewall configured on the Windows Servers.

MCNOSC CND will provide firewall rules that block both incoming and outgoing instant messaging traffic managed by public service providers.

TRAP enforces on their devices and MCNOSC CND manages the VPN.

ECLO-1-1: Logon Controls for SBU Information Systems

ECLO-1-2: Logon - Multiple Logon Control for SBU Systems

In addition to the network that is inherited from the MCNOSC CND, TRAP manages 2 switches.

PM responsible for system maintenance, facility maintenance is managed by MITSC NCR.

Appendix A - Physical Security Controls and Access Policy for the MCNCR MITSC

Appendix B – MCNCR Outage Handling Procedures

Appendix C – Client Contact Information

Appendix D – MCNCR IT User Guide image1.jpeg image2.emf

MCNCR MITSC Physical Security Controls and Access Policy.doc Subj:

MARINE CORPS NATIONAL CAPITOL REGION (MCNCR) MAGTF INFORMATION TECHNOLOGY SUPPORT CENTER (MITSC) PHYSICAL SECURITY CONTROLS AND ACCESS POLICY

IN REPLY REFER TO

B 050

From:

Assistant Chief of Staff, G-6, Marine Corps Base, Quantico, VA 22134-5001

To:

Branch Head, Technology Management Branch, G-6, Marine Corps Base, Quantico, VA 22134-5001

Subj:

MARINE CORPS NATIONAL CAPITOL REGION (MCNCR) MAGTF INFORMATION TECHNOLOGY SUPPORT CENTER (MITSC) PHYSICAL SECURITY CONTROLS AND ACCESS POLICY

Ref: (a) MCO 5510.15A Security of Marine Corps Installations and Resources

(b) MCBO P5510.10B Department of the Navy Information and Personnel Security Program

(c) MCBQ G6 TMB Emergency and Threat Action Plan (E/TAP)

Encl: (1) Authorization to Access on behalf of Program Project

1. Security

a. The contents of the MCNCR MITSC Physical Security Controls and Access Policy are “FOR OFFICIAL USE ONLY” (FOUO).

2. Overview

a. This policy concerns access to the Marine Corps National Capitol Region MAGTF Information Technology Support Center (MCNCR MITSC) located in Building 3098, Quantico, VA 22134. The MCNCR MITSC is operated by the Technology Management Branch. The MITSC houses servers, network devices, and other critical infrastructure computing components that support MCNCR’s mission. The MITSC is also accredited to host classified information and COMSEC up to SECRET, and is considered a Controlled Access Area. For these reasons physical security and access control to the MITSC is of paramount concern.

b. The MITSC is a restricted area requiring a much greater level of control than normal non-public spaces, only those individuals who are expressly authorized to do so by the MCCDC, MCB Quantico, MCNCR G6, Deputy, Operations Officer, or Head, Technology Management Branch may enter this area. Access privileges will only be granted to individuals who have a legitimate business need to be in the MITSC. All hosted system personnel sharing the MITSC will familiarize themselves thoroughly with this document. Any questions regarding policies and procedures should be addressed to the MCNCR MITSC Communications Watch Supervisor (CWS). Temporary suspension is permitted to the MCNCR MITSC Physical Security Controls and Access Policy if it becomes necessary to provide emergency access to medical, fire, or Military Police (MP) personnel.

c. Security of the MITSC is the responsibility of all personnel that share the space. The following are the general requirements, policies, and practices that govern access to the MITSC. It is important that all MCNCR and Client personnel follow these policies and practices. Failure to do so is considered grounds for personnel action up to and including dismissal and/or prosecution. Failure of Client personnel to follow the guidelines set forth in this document is grounds for termination of agreements, potential removal of the system, and potential legal action.

3. Physical Access Levels

a. Access to classified information will be limited to the minimum number of individuals necessary to accomplish the mission and will be based upon “need to know”. Level of access will be restricted to the minimum level required. Per paragraph 9-1 in chapter 9 of reference, MCBO 5510.1B - the Department Of Navy Information And Personnel Security Program no one will be granted access based upon rank, position or clearance (MCBO 5510.1B Chap 8, page 8-3 Para 1).

b. There are four “Levels of Access” to the MITSC - Executive Access, Unescorted Access, Escorted Access, and Maintenance Access. Individuals must wear their MCNCR G6 Identification Badge at all times. Visitors who are not MCNCR G6 employees must sign in with security personnel in building 3098 and wear a “Visitors” badge. Visitor’s intent upon entering the MITSC will have their clearance and visit request verified via the Joint Personnel Adjudication System (JPAS). Failure to appear in JPAS with a visit request for G6 is grounds to deny entry into the MITSC.

c. MCNCR G6 uses six different badges: Cleared Government, Cleared Contractor, Uncleared Government, Uncleared Contractor, Cleared Visitor and Uncleared Visitor. Visitors to the MITSC must have at least a cleared visitor badge to access any IT system.

(1) Executive Access - Executive access is given to personnel who have full access authority into the MITSC, and is reserved for MCNCR G6 Principal Staff and designated billets whose job responsibilities require that they have daily access to the MITSC. These individuals have the authority to grant temporary access to the MITSC. Individuals with Executive Access are responsible for the security of the area and for any individuals that they are escorting into the MITSC. Individuals with Executive Access to the MITSC are granted access via the proximity badge system controlled by the Technology Management Branch Floor Manager and will be placed on the MCNCR MITSC Authorized Personnel Access List. These individuals may also have X-09 combinations and access to master keys. Executive Access personnel wear the same type of badge as Cleared Unescorted Access individuals and must display their badge at all times. Only government employees with a minimum clearance of SECRET can be given Executive Access. Individuals with Executive Access to the area may allow properly authorized and logged individuals Escorted Access to the MITSC.

If a person with Executive Access allows Escorted Access to an individual, the person granting access is responsible for escorting the individual granted access and adhering to escorted visitor policies set forth in this document. If needed, these duties can be handed-off to one of the administrators on duty in the MITSC. Clients, visitors, and contractors will not be considered for Executive Access.

(2) Unescorted Access - Unescorted access is granted to individuals who do not qualify for Executive Access but have a legitimate business reason for unsupervised access to the MITSC. Only individuals whose appointed place of work is the MCNCR MITSC will be given Unescorted Access. Unescorted Access is available to Government and Contracted employees. Individuals with Unescorted Access to the MITSC will be granted access to Building 3098 via proximity badge system controlled by the TMB Floor Manager for access during normal working hours and will be placed on the MITSC Authorized Personnel Access List. Any individual receiving Unescorted Access must go through a formal background check and have a clearance of SECRET or higher.

(a) Unescorted Access personnel may escort anyone into the Data Center with approval from personnel with Executive Access authority but cannot authorize others to be granted unsupervised access to the MITSC.

(b) If unescorted access personnel are given approval from MCNCR personnel to provide escorted access to individuals related to the client’s business in the MITSC the person requesting access will be the designated escort, unless another designated escort is provided that has unescorted access, of the personnel requiring escorted access. The designated escort is responsible for all escorted personnel and must escort them in the MITSC during the entire visit.

(3) Escorted Access - Escorted access is closely monitored access given to personnel who have a legitimate business need for infrequent access to the MITSC and to visitors that have a requirement to visit the MITSC. Infrequent access is generally defined as access required for less than 90 days per year. Individuals with escorted access will not be issued access to building 3098.

(a) A person given Escorted Access to building 3098 and the MITSC must sign in and out using the MITSC Access Log Book under the direct supervision of a person with Unescorted Access, must provide positive identification upon demand, and must leave the area when requested to do so. A person with Escorted Access to the area must not allow any other person to enter or leave the area.

(b) Clients of hosted systems in the MITSC with Escort Access will need to be noted on an Authorized Access letter (Enclosure 1), from a Government sponsor, stating that the visitor is permitted physical access to the Clients systems. The Authorized Access letter must also state whether the individual is authorized to transport gear into or out of the MITSC. Gear transported into or out of the MITSC is subject to search.

(4) Maintenance Access - Maintenance Access is reserved for facilities, vendor technical support, maintenance personnel, etc. Personnel entering the MITSC with Maintenance Access will display an uncleared visitor badge; however their work requires entry into the MITSC. These individuals will be escorted at all times and the area they are exposed to will be sanitized to ensure no classified information is resident.

(a) Vendor technical support, such as that needed to support hardware under warranty, will be allowed access to the MITSC upon proof of United States citizenship and will only be permitted access to the specific piece of hardware they are responding to support. These situations must be brought to the attention of an Executive Access person immediately. Acceptable proof of citizenship is a valid U.S. passport or birth certificate with accompanying photo identification. Failure to properly notify an Executive Access individual of a Maintenance Access request or failure to provide acceptable documentation is grounds for denial of access.

4. Physical Access Specifics

a. Visitor Access (Government/Civilian and Military).

(1) The term visitor to MCB/MCCDC and its tenants is any person “who is not attached to or employed by the activity or staff.” A person on temporary duty/TAD/TDY is considered a visitor (MCBO 5510.1B, Chap 10 page 10-3).

(2) To gain access to the G6, a visitor must submit a visit request to the Command Security Manager. The visitors’ organization must submit their request via JPAS. The visit request must contain the name of the organization being visited and a point of contact from the organization being visited, (MCBO 5510.1B, Chap 10 page 10-4).

Note: The visit request must contain the name of the organization being visited and a point of contact from the organization being visited, (MCBO 5510.1B, Chap 10 page 10-4).

(3) The visitor’s organization must submit their request to visit the MCNCR MITSC through JPAS only; under no circumstances will personnel hand carry their own visit request to places being visited. Hand carried requests do not contain the required information and therefore cannot be used in lieu of visit request (MCBO 5510.1B, Chap 10 page 10-4).

(4) If the visitor is an active duty Marine or federal civilian employee assigned to MCB/MCCDC, they will not appear on the Visitor Roster. Their access should be verified via the Base Access Roster only.

b. Visitor Access (Contractors)

(1) Cleared DOD contractors are considered as visitors (MCBO 5510.1B, Chap 10 page 10-3).

(2) If a visitor (contractor) is not on the Base Access Roster, they will need to contact their organizations security manager to submit a request through JPAS on their behalf.

(3) The visitor’s organization must submit their request to visit our organization through JPAS only; under no circumstances will personnel hand carry their own visit request to places being visited. Hand carried request do not contain the required information and therefore cannot be used in lieu of visit request (MCBO 5510.1B, Chap 10 page 10-4).

(4) If a visitor is listed on the Base Access Roster granting them access to a different organization but they want access to the MCNCR G6, the visitor must ensure their organizations security manager has submitted a request through JPAS to visit the G6, our SMO code is 300015.

c. Military and Civilian Personnel on the Base Access Roster.

(1) Military and Civilian personnel listed on the Base Access Roster do not and will not need to submit a visit request to visit the G6. Military and Civilian personnel listed on the Base Access are cleared by the Command Security Manager. These personnel can be issued a green badge and escorted to areas within G6 that require a need to know.

d. Roster Update

(1) The Military, Civilian and Visitor roster will be updated daily. The updated roster is located on the G6 shared drive, go to: \\mcusquanfs12\c165\MCCDC_QUAN_M00264A\G6\Base Access List Here you will be able to see the most recent version of the Base Access List. Reviewing the most current version of the Base Access Roster is crucial in minimizing breaches in security protocol. Under no circumstances will outdated rosters be used to grant or verify access.

5. Physical Controls

a. Doors

(1) Doors to the MITSC must remain closed at all times, except to allow personnel in and out of the MITSC.

(2) MITSC doors may remain open temporarily, under the supervision of personnel with Unescorted Access, for periods not to exceed that minimally necessary in order to permit the transfer of supplies/equipment.

(3) The only exception that would allow a door to be open for an extended period of time would be in the case of an HVAC failure and increased airflow was required. In this case, TMB personnel with Unescorted Access must be present and limit access to the MITSC.

b. Locks

(1) All X-09 (spin combination) locks will be locked after an evacuation of personnel.

(2) During business hours the magnetic lock controlled by the proximity badge system must be engaged, this lock serves as the operational lock for the MITSC.

6. Prohibited Items

a. The items that will be prohibited from entering the MITSC are as follows:

(1) Cellular phones and pagers

(2) Smoking devices

(3) Explosives and weapons

(4) Hazardous materials

(5) Alcohol and drugs

(6) Electro-magnetic devices which could interfere with computer and telecommunications equipment.

(7) Photographic or recording equipment of any kind

(other than tape back-up equipment approved by the Technology Management Branch (TMB)

(8) The MCNCR IAM has final authority of any items in question.

7. Visit and JPAS Reference

a. The JPAS SMO Code is 300015 and the visit request point of contact is Mr. Eric D. Myers, Head, TMB.

R. S. LOGSDON

AUTHORIZATION TO ACCESS ON BEHALF OF PROGRAM PROJECT

(Official Office Letter Head)

(Office Code)

(Date)

From: (Head of Agency, Department, or Office)

To:

Officer-in-Charge, MCNCR MITSC

Subj:

AUTHORIZED ACCESS LIST FOR (Program/Project).

1. The following (Program/Project) personnel are authorized to access (Program/Project) equipment located in the MCNCR MITSC within Diamond Hall.

Please note that only users that appear on the Base Access Roster and have a SECRET Clearance will be permitted access to the MITSC. Clearance will be verified for all members of this Access List.

NAME

RANK

Last 4 Company

ACCESS

Doe, John E. CIV

Smith, Jane Q. Sgt 2,5

2. The Access codes listed correspond to the following.

(1) Authorized access during normal working hours (0730-1630)

(2) Authorized access 24/7/365

(3) Authorized to courier hardware into and out of the MITSC on behalf of (Program/Project).

3. This letter supersedes all prior authorizations.

4. This command has verified that all users listed above have the proper clearance in accordance with the access level requested.

5. Point of contact at this office: (Name), (Phone Number COMM and DSN), (Email)

(Authorizing Signature)

(Printed Name)

ENCLOSURE (1)

UNITED STATES MARINE CORPS

MARINE CORPS BASE

QUANTICO, VIRGINIA 22134-5001

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MCNCR Outage Handling Procedures.doc

MCNCR MITSC

Outage Handling Procedures version 1.1

Prepared by:

Technology Management Branch

(TMB)

Date prepared:

11 August 2008

1.0 Introduction

Planned outages and maintenance periods are essential to the efficient management of networks, utilities, and environmental systems. Proper planning and notification are key elements to the conduct of events during an outage or maintenance period.

1.1 Purpose

This document is intended to be a preliminary action and reaction resource guide for procedural operations prior to and in response to degraded information processing system environment.

1.2 Scope

There are four (4) types of outages that effect network operations including: scheduled utility outage, unscheduled utility outage, scheduled information technology outage, and unscheduled information technology outage. Each type of outage requires different actions to thoroughly react to the situation, direct action relating to the situation and the conduct of actions during the situation.

1.4 Emergency Action Plan

Emergency actions relating to the possible loss of facilities, harm to personnel and property are explained in the Emergency Action Plan (EAP) and are out of the scope of this document. The EAP takes precedence over this document when applicable.

1.5 Administration

The Head, TMB is the final approving authority on all requested maintenance.

2.0 Types of Outages

Preliminary actions and notifications to mitigate the impact of an outage are essential to preserving data integrity, assessing impact, and ensuring user community awareness. As discussed in Sect 1.2, there are 4 types of outages that can impact MCNCR.

2.1 Scheduled Utility or Environmental Outage

Disruptions in utility and environmental systems cause a major threat to the operation of information processing services in Diamond Hall and other locations aboard MCB Quantico. However, planned outages provide enough time to ensure personnel responsible for systems, the user community, and the MCEN are properly advised of any possible disruptions to information systems within MCNCR. When possible, all planned utility and environmental outage periods must be submitted ten (10) business days prior to the requested date of outage.

2.2 Unscheduled Utility or Environmental Outage

Unplanned utility and environmental disruptions occur without warning and make it more difficult to contact personnel, assess the impact to systems, and alert the user base of the outage and impact on operations. Since there is no warning of the outage, preliminary procedures to mitigate risks to systems cannot be completed; however, proper actions during an outage will ensure an accurate account of events, in depth documentation of system impact, and historical data for trend analysis.

2.3 Scheduled Information Technology Outage

Planned IT outages are necessary in the management and maintenance of IT systems. Proper planning and notification prior to performance is essential for a productive outage period. Each outage should have a specific task to be accomplished and care must be taken to avoid performing unnecessary or disjointed work during an approved maintenance period.

Likewise, attention to interactions of systems must be understood when scheduling an IT outage. Failure to perform preliminary work to ensure expected results of a particular maintenance outage can result in exceeding the maintenance window, harm to other IT systems, or failure to accomplish the goal of the outage.

Participants in an outage must also ensure they are exercising discipline to adhere to approved timelines of an outage. Regardless of planning, there exists the possibility for unforeseen circumstances during a maintenance period that may prolong the maintenance window outside of the approved time. To prevent periods of degraded services due to an outage overrun, all maintenance outage plans must include a “back out” strategy.

This back out strategy must be planned such that it can be implemented prior to the lapsing of the maintenance window. The senior individual on the maintenance detail has the final authority to implement the back out strategy and will be held fully accountable for exercising the back out plan. Regardless of path, outage windows must not be exceeded. Users are reliant upon the systems we support, and we owe it to them to ensure these systems are available at the advertised times.

All planned IT system outages and maintenance periods must be submitted ten (10) business days prior to the requested date of outage.

2.4 Unscheduled Information Technology Outage

All IT systems will eventually fail for one reason or another. While proper maintenance of software configuration and change management can help to prevent inaccessibility of systems, hardware cannot be managed to a point to make its failure obsolete. However, proper actions during an unplanned system outage will ensure the user base and technical points of contact are properly informed and documentation of the failure is provided.

2.5 Outage requests, Charts, Checklists, and After Actions

All initiatives related to Information Technology or that can impact, positively or negatively, normal operations or system availability must follow a process prior to, during, and after completion of the action. Supplied in Enclosure 1 is a series of actions related to any of the four (4) outage scenarios.

Scheduled IT Outage (SITO) Preliminary Action Forms, Scheduled Environmental/Utility Outage (SU/EO) Preliminary Action Forms, Unscheduled IT Outage (UITO) After Action Forms, and Unscheduled Utility/Environmental Outage (UU/EO) After Action Forms, and each of the scenario driven action sequences, in checklist form, is included in Enclosure 2.

Scheduled Utility or Environmental Outage

1. Day of notification of scheduled utility or environmental outage:

· Utility- Check fuel level in generator if applicable

· Arrange for refuel

· Environmental- Identify non mission essential systems that can be powered off to reduce heat

· Identify personnel for exterior guard in the event a space must be opened to allow air circulation

· Notify NCR Points of Contacts (POCs) for all systems potentially affected

· NetOps and Info Systems Chiefs will maintain POC rosters

· Request concurrence from POCs

· Reason for non concurrence MUST be strong operational requirement

· Prepare Scheduled Utility and Environmental Outage Preliminary Action Form (SU/EO PAF) and forward as directed for initial review

· Submit SU/EO PAF to MCNOSC Watch Officer

· Request they transmit an Operational Advisory notifying Marine Corps Enterprise Network (MCEN) entities of maintenance/outage at MCNCR

2. Ten (10) days prior to outage:

· Submit SU/EO PAF as directed on form

· Include Operational Advisory on ALL status reports

3. Five (5) days prior to outage:

· Send reminder email to all NCR POCs

4. Day of Outage:

· Operations Check:

· Flashlights

· Fans

· Radios

· Verify locations of:

· EAP

· Classified binder

· Recall Rosters

· Maintenance phone numbers

5. One (1) hour prior to outage:

· Utility: Manually start generator

· Environmental: Place fans for cooling

· Contact the MCNOSC Watch Officer to remind them of maintenance/outage

6. After outage:

· Ensure all systems in Rm 165 are operational

· Notify MCNOSC Watch Officer that the maintenance period is over

· Complete SU/EO AAR and submit as directed on form and include with next MCNCR MITSC status report

Unscheduled Utility or Environmental Outage

1. Moment of utility or environmental outage:

· Communications Watch Supervisor:

· Utility- Contact Facilities Maintenance and report utility outage

· Contact MCNOSC Watch Officer and report outage

· Request Operational Advisory if necessary

· Verify locations of:

· Classified binder

· Direct junior personnel:

· Check to ensure generator is running

· Manually start generator

· Assess status of Rm 165

· Tripped breakers?

· Automatic Transfer Switch Operational?

· Assess status of server room

· Is the HVAC working properly?

· Are all servers/switches/routers operational?

· Assess Base impact

· Who else is down?

· Environmental- Contact Contracted Support Personnel

· Direct junior personnel:

· Assess status of server room

· Temperature

· Assess status of battery room

· Post guard on door to allow cool air circulation

· Recall additional personnel

· Contact TMB Chief for further instruction

2. No later than (NLT) one hour after outage:

· If environmental, reassess server farm and begin powering down non essential systems

· Request update from Facilities/Maintenance or contracted support personnel

· Continue every hour until utilities are restored

3. After utilities are restored:

· Contact MCNOSC Watch officer and report return to service of utilities

· Assess status of Base sites affected

· Request reason for outage

· Place all work orders, etc on Floor Manager’s desk

· Begin preparation of Unscheduled Utility and Environmental Outage After Action Report (UU/EO AAR) Form

· Submit UU/EO AAR to Distribution as noted on form

Scheduled Information Technology Outage

1. Day of notification of scheduled IT Outage or outage request submission day:

· Prepare Scheduled Information Technology Outage Request (SITO)

· Request concurrence from POCs

· Reason for non concurrence MUST be strong operational requirement

· Submit SITO as directed on form for initial review

2. Upon approval of SITO:

· Submit SITO to MCNOSC Watch Officer

· Request they transmit an Operational Advisory notifying Marine Corps Enterprise Network (MCEN) entities of maintenance/outage at MCI-NCR

3. Ten (10) days prior to outage:

· Submit SITO as directed on form

· Include Operational Advisory on ALL status reports

· Send reminder email to all NCR POCs

4. One (1) day prior to outage:

· Adhere to SITO preliminary actions.

· Contact MCNOSC Watch Officer to remind them of outage

· Notify MCNOSC Watch Officer that the maintenance period is over

· Include information concerning outage and restoration times in next MCI-NCR status report

· Complete SITO AAR and include in next MCNCR MITSC status report

Unscheduled Information Technology Outage

1. Moment of IT outage:

· Communications Watch Supervisor:

· Assess situation and (if needed):

· Information Systems- contact Regional Services Management Chief

· Network Operations- contact Network Operations Chief

· Contact NMCI if NMCI managed system

· Note Trouble Ticket

· Contact MCNOSC and report outage

· Request trouble ticket and include NMCI trouble ticket

· Request Operational Advisory if necessary

· Notify TMB Chief of outage

2. No later than (NLT) one hour after outage:

·…