Exhibit_A_-_C4IM_Service_List_V7_FY17.pdf

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

(UNCLASSIFIED)

Version 7, September 2016 for FY17 Implementation

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 - These services are specifically designated as "Baseline" in the C4IM Services List. Installation NEC/DOIMs will provide baseline IT services to Army activities on a non-reimbursable basis.

- Enhanced Services - These services are "Baseline" services with "Enhanced" performance measures that exceed one or more of the standards listed in the C4IM Services List. Army Activities desiring "Enhanced" IT services will request and obtain these services from the installation NEC/DOIM on a reimbursable basis. Army activities and the NEC/DOIM will enter into support agreements for "Enhanced" Services.

- Mission Funded Services - These services are specifically designated as "Mission Funded" in the C4IM Services List, Army activities will reimburse the NEC/DOIM for these services unless the NEC/DOIM determines that the NEC/DOIM operations cannot reasonably provide the required services. Army activities and the NEC/DOIM will enter into support agreements for "Mission Funded" Services.

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

MDEPTaskTask ID

PERFORMANCE STANDARDS

Agreed Service

Time

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, general troubleshooting, and serving as a liaison to DISA).

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

Agreed Service

Time

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 ceter (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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Agreed Service

Time

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., Organizational Messaging Service

[OMS] Automated Message Handling System [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

Design and manage directory synchronizations with other systems.700.1.3.2 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Create utilities and scripts to synchronize directory services. Ensure information integrity. Add user functionality. Coordinate actions with other organizations.

700.1.3.3 Perform weekly

updates of directory services

Support Availability

0700-1700 daily on non-holiday workdays

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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Agreed Service

Time

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 CI 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 (troubleshooting, repairing, etc.) for Cyber Center assets.

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

24x7 support availability

BQOIM/

WNET

NEC/Cyber

Center

Function - 700.1.7 - Storage Services

Maintain file storage (home directories, workgroup shares). Provide 100MB 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

Proactively 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 full storage system backups at least once per week 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

Support Availability

1700-0400 daily

BWNETCyber Center

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 at intervals specified by the application owner for each provisioned volume with application-based transaction log backups to recover data created between full backups.

700.1.7.8 MFCyber Center

Provide protected local COOP storage.700.1.7.9 MFCyber Center

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Provide 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).

700.1.7.10 MFCyber Center

Provide a 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

BWNETCyber 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

BWNETCyber Center

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

700.1.7.15 24x7 service availability

BWNETCyber Center

Provide 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

BWNETCyber 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

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

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

24x7 support availability

BQOIM/

WNET

NEC/Cyber

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

Army Enterprise Systems.

700.2.1.1 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

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

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 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

BQOIM/

WNET

NEC/Cyber

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 Army Enterprise

Systems.

700.2.1.7 24x7 service availability (less scheduled down time)

BQOIM/

WNET

NEC/Cyber

Center

Function - 700.2.2 - Data Warehouses and Data Mining Services

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.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

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Automated software updates, security updates, and vendor patches

(service packs, service releases), etc. will be provided to end user devices

(including classroom computers) on the enterprise network (not an enclave, separately managed). End user activity is responsible to ensure device availability. End user activity is NOT responsible for failed patches . (Failed patches on mission systems (i.e., classroom computers) WILL NOT be mitigated by the NEC as a baseline service).

700.3.1.4 95% of devices within 10 days, 98% within 20 days, 100% within 30 days.

BQOIM/

WNET

NEC/Cyber

Center

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), etc, 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

Build and provide for advertisement patch packages containing software updates, security updates and vendor patches for push to end user devices.

700.3.1.8 Support Availability

0700-1700 daily on non-holiday workdays.

BQOIM/

WNET

NEC/Cyber

Center

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

Design and develop mainframe applications and bridges to meet local requirements.

700.3.2.2 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

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

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

Configuration of authorized 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 to include installation, troubleshooting, 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.

700.3.4.6 MFNEC

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

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

700.3.4.7 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

24x7 support availability

BWNETCyber Center

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

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 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)

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.

700.4.2.1 MFNEC

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

700.4.2.2 MFNEC

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Agreed Service

Time

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

Continuous24x7 service availability

BQOIM/

WNET

NEC/Cyber

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

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 - Server Administration

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

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Install security, operating system service packs, patches and application updates and patches on all common user servers and test and verify system is not adversely affected by patch.

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

Operate and Maintain WINS server for Windows networking name resolution.

700.5.1.17 Perform weekly

backup

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Perform release management to include commercial software, standard software, 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 911/E911 Emergency Service Server Support. This support consists of operating and maintaining data center environment for backend computing resources necessary to operate a 911/E911 Emergency Support

Center (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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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

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

700.5.1.31 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Support Availability

0700-1700 daily /w

On Call After Hours

BQOIM/

WNET

NEC/Cyber

Center

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

700.5.1.32 24x7 service availability (less scheduled down time)

BQOIM/

WNET

NEC/Cyber

Center

Function - 700.5.2 - Mission-Specific Server Administration

System Administration for mission-specific servers.700.5.2.1 MFNEC

Provide and 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

Function - 700.5.6 - Server Administration Support to Tactical Deployable Systems

System Administration for mission-specific servers.700.5.6.1 MFNEC

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

700.5.6.2 MFNEC/Cyber

Center

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

700.5.6.3 MFNEC

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

700.5.6.4 MFNEC

Function - 700.5.7 - Other Servers to Tactical Deployable Systems

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Operate, maintain, and administer PDA, 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 mission related tasks.

700.5.7.2 MFNEC

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 connection 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 (GUARDNET), 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

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

Function - 700.6.2 - Virtual Private Network (VPN)

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

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 24x7 support availability

BWNETCyber 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 24x7 support availability

BWNETCyber Center

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

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

700.6.2.6 Support Availability

0700-1700 daily on non-holiday workdays

/w On Call After

Hours

BQOIMNEC

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)

BWNETCyber Center

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

700.6.2.8 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Support Availability

0700-1700 daily on non-holiday workdays

/w On Call After

Hours; Cyber

Centers:24x7

BQOIM/

WNET

NEC/Cyber

Center

Function - 700.6.3 - Coalition WAN

Manage Coalition WAN service.700.6.3.1 MFNEC

Install, configure operate and maintain a classified but releasable coalition network to support coalition partners and foreign liaison officers .

700.6.3.2 MFNEC/Cyber

Center

Engineer, configure and install and expansion of the secret releasable coalition network and new requirements are identified.

700.6.3.3 MFNEC/Cyber

Center

Operate and maintain classified coalition WAN.700.6.3.4 MFCyber Center

Provide mission-specific WAN touch labor (troubleshooting, repairing, etc.)700.6.3.5 MFNEC

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

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

700.6.3.6 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

24x7 support availability

BQOIM/

WNET

NEC/Cyber

Center

Function - 700.6.4 - Local Area Network (LAN) and Campus Area Network (CAN)

Operate and maintain SIPRNET LAN and CAN connectivity (down to the battalion) between computers and associated devices.

700.6.4.1 100MB to the desktop;

switch port utilization at less than

80% capacity

24x7 service availability (less scheduled down time)

BQOIMNEC

Manage SBU LAN network expansion.700.6.4.2 MFNEC

Operate and maintain NIPRNET connectivity and operate ICAN between

LANs and computer resources.

700.6.4.3 switch port utilization at less than

80% capacity

24x7 service availability (less scheduled down time)

BQOIMNEC

Manage SBU CAN network expansion.700.6.4.4 MFNEC

Manage CAN and LAN classified user expansion.700.6.4.5 MFNEC

Provide local common-user (NIPRNET AND SIPRNET) LAN and ICAN touch labor (troubleshooting, repairing, etc.)

700.6.4.6 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.)700.6.4.7 MFNEC

Manage dynamic allocation of internet protocol (IP) address space.700.6.4.8 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Assign and maintain IP address database using DHCP or Static IP

Addressing.

700.6.4.9 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Develop and modify IP Assignment Schema.700.6.4.10 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Function - 700.6.7 - Network Management

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Monitor the ICAN and LAN by utilizing enterprise management software to monitor network performance, analyze network activity, and maintain network availability. Perform network discovery and conduct fault analysis.

700.6.7.1 24x7 service availability (less scheduled down time)

BQOIM/

WNET

NEC/Cyber

Center

Conduct event management on network infrastructure and monitor services.

700.6.7.2 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Support Availability

0700-1700 daily on non-holiday workdays; Cyber

Centers:24x7

BQOIM/

WNET

NEC/Cyber

Center

Provide network utilization reports.700.6.7.3 By requestSupport Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Manage network equipment/software to include configuration management and capacity management.

700.6.7.4 Support Availability

0700-1700 daily on non-holiday workdays; Cyber

Centers:24x7

BQOIM/

WNET

NEC/Cyber

Center

Perform undisclosed classified incident recovery across network.700.6.7.8 MFNEC/Cyber

Center

Operate and maintain common core (backbone infrastructure) network infrastructure equipment.

700.6.7.9 24x7 service availability (less scheduled down time)

BQOIM/

WNET

NEC/Cyber

Center

Provide port authentication (ex.: 802.1x).700.6.7.10 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

24x7 service availability

BQOIM/

WNET

NEC/Cyber

Center

Perform major TLA management functions to include: configuration control of TLA baseline.

700.6.7.12 24x7 support availability

BWNETCyber Center

Provide assistance and coordinate theater network problem resolution actions that effect theater operations.

700.6.7.13 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

24x7 support availability

BWNETCyber Center

Coordinate Incident Management actions with effected organizations (e.g., NEC) to ensure timely recovery and minimal operational impact when responding to network outages.

700.6.7.15 24x7 support availability

BWNETCyber Center

Report circuit outage.700.6.7.18 Response time per theater CCIR

Matrix identifies specified response times

24x7 support availability

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Provide Tactical Deployable Network Monitoring Capability (Installation as a

Docking Station - (IaaDS)).

700.6.7.21 Support Availability

0700-1700 daily on non-holiday workdays; Cyber

Centers:24x7

BQOIM/

WNET

NEC/Cyber

Center

Operate and Maintain Network Capacity and Availability Monitoring System service.

700.6.7.22 24x7 service availability

BWNETCyber Center

Provide local common-user LAN and ICAN touch labor (troubleshooting, repairing, etc.)

700.6.7.27 4 hours for mission critical systems;

next business day for routine systems

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

700.6.7.28 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Support Availability

0700-1700 daily on non-holiday workdays

/w On Call After

Hours; Cyber

Centers:24x7

BQOIM/

WNET

NEC/Cyber

Center

Perform major TLA management functions to include: operate and maintain all components of the TLA; problem resolution for WAN/LAN traffic issues traversing the TLA.

700.6.7.29 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

24x7 service availability

BWNETCyber Center

Maintain DNS tables and update tables. Maintain records of registered DNS registrations and set standard naming conventions for DNS registrations.

700.6.7.30 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Establish perimeter boundaries for IPs.700.6.7.31 Support Availability

0700-1700 daily on non-holiday workdays

BWNETCyber Center

Monitor IP address utilization.700.6.7.32 ContinuousSupport Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Own and manage army.mil name space.700.6.7.33 Per established

SOP

Support Availability

0700-1700 daily /w

On Call After Hours

BWNETCyber Center

Allocate IP address blocks to Army organizations.700.6.7.34 Per established

SOP

As requestedSupport Availability

0700-1700 daily /w

On Call After Hours

BQOIM/

WNET

NEC/Cyber

Center

Function - 700.6.10 - Data Network Planning

Design, engineer and develop contract specifications for network equipment in support of Military Construction Army (MCA) projects, Unspecified Minor

Military Construction Army (UMMCA) projects, and local minor construction/ renovation/expansion projects. Update and maintain installation network standards utilized in solicitation or contractual documents. Provide field evaluation reports on contractor performance.

700.6.10.3 Support Availability

0700-1700 daily on non-holiday workdays

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Function - 700.6.12 - Wireless Computing Services

Operate and maintain Wireless Network Infrastructure as part of the existing installation infrastructure

700.6.12.1 24x7 service availability (less scheduled down time)

BQOIMNEC

Provide local common-user LAN and ICAN touch labor (troubleshooting, repairing, etc.)

700.6.12.3 4 hours for mission critical systems;

next business day for routine systems

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

Function - 700.6.13 - Cross Domain Solutions

Implement, maintain cross domain solutions.700.6.13.1 MFCyber Center

Provide local touch labor (troubleshooting, repairing, etc.).700.6.13.3 MFNEC/Cyber

Center

Function - 700.6.14 - WAN-Services

Operate and maintain various WAN services.700.6.14.1 24x7 service availability

BWNETCyber Center

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

700.6.14.3 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs)

Support Availability

0700-1700 daily on non-holiday workdays

/w On Call After

Hours; Cyber

Centers:24x7

BQOIM/

WNET

NEC/Cyber

Center

Primary Service Category (PSC) 700.8 - Automation & Network Continuity of Operations Plan (COOP) and OPLAN Support Services - Provide Continuity of Operations Plan (COOP) planning and preparation support.

Function - 700.8.1 - COOP Administration

Develop, implement and exercise IT Service Continuity Management in support of installation COOP for critical portions of the automation infrastructure.

700.8.1.1 Exercise COOP

annually

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Prepare, monitor, and evaluate IT Service Continuity Management in support of installation COOP with each NEC/DOIM supported customer activity. Store weekly backups at offsite location.

700.8.1.2 Review

annually; 1 backup per system per week stored offsite.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Function - 700.8.2 - Disaster Recovery

Restore critical automation services and data in event of disaster.700.8.2.1 Restore within 24 hours

Support Availability

0700-1700 daily on non-holiday workdays

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Develop, implement and exercise the disaster recovery plan for critical portions of the automation infrastructure, to include critical services and data. Store weekly backups at offsite location.

700.8.2.2 Exercise

annually

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Function - 700.8.3 - Operations Plan (OPLAN) Support

Provide Automation and Network Operations planning support to OPLAN development. Identify automation and network requirements resulting from any surge/change in on-post staffing due to force/equipment/supply flow & support requirements. Develop contingency service level agreements

(SLA) to implement any increases in support upon OPLAN activation at the time it is required.

700.8.3.1 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Exercise or review OPLAN(s).700.8.3.3 Exercise or review annually

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Primary Service Category (PSC) 700.10 - Automation and Network Service Support - Provide hardware, software, and telephone support to include: provide customers with initial POC for service requests and problem reporting; track, audit, and resolve issues; and provide feedback and close loop with customer.

Function - 700.10.1 - Service Support

Receive, document, assign, monitor, and resolve Incident and Service

Requests.

700.10.1.1 Resolve 80% of

assigned Tier 2

Service

Requests

Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Provide service desk / systems management data analysis: includes service desk management tool and outputs associated to trend analysis and service desk performance.

700.10.1.3 Issue daily

Performance

Reports

Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Provide notifications of planned or unplanned system maintenance or degradation.

700.10.1.4 Notifications sent

no less than 24 hours prior to planned maintenance or in accordance with

CCIR SOPs for unplanned maintenance/degra dation.

Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Send out customer satisfaction surveys after completion of work.700.10.1.5 Surveys sent within

3 business days of work completion

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Review and analyze customer satisfaction surveys; initiate follow-up and corrective action as required.

700.10.1.6 Follow-up with

corrective action within 2 business days

Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide bills/invoices to customers for services received on a quarterly basis.

700.10.1.7 Support Availability

0700-1700 daily on non-holiday workdays

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Agreed Service

Time

Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF) Service

Provider

Receive (quarterly) payment from customers for reimbursable services.700.10.1.8 Support Availability

0700-1700 daily on non-holiday workdays

BQOIMNEC

Property accountability for NEC/Cyber Center equipment.700.10.1.10 Support Availability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

Operate a 24x7 Network Operations Desk that monitors supported systems, provides situational awareness, and serves as the focal point.for theater services.

700.10.1.12 24x7 support availability

BWNETCyber Center

Operate and Maintain Enterprise Management Tools .700.10.1.13 Support Availability

0700-1700 daily on non-holiday workdays

BWNETCyber Center

Report site facility isolation and power…