Attachment_J.7_-_C4IM_Service_Report.pdf

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

(UNCLASSIFIED FOUO)

Version 6, October 2015 for FY16 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 treats all reserve Facilities as a single virtual installation. The USAR 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 GOAL 1 Waivers.

MDEPTaskTask ID

PERFORMANCE STANDARDS

Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

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

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

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

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

Army, within the DoD.

700.1.1.1 After escalation by

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

OWA Users

512MB

mailbox size;

Business

Class Users

4GB mailbox size

E-mail services 24x7

(less scheduled down time)

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

(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

(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

0700-1700 daily on non-holiday workdays

BMSNSDISA

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MDEPTaskTask ID

PERFORMANCE STANDARDS

Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

700.1.1.9 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

0700-1700 daily on non-holiday workdays

BMSNSDISA

Support local clusters for Tier 1 APC users that include one active/one passive located at APC #1 and a hot backup cluster of one active/one passive located at APC # 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

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 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)

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

700.1.2.1 Meet 99%

reliability

Mailbox size

100MB with attachment size determined by local IA policies

E-mail services 24x7

(less scheduled down time)

BQOIMNEC

Operate, maintain, and manage the Local Control Center (LCC).700.1.2.2 0700-1700 daily on non-holiday workdays

BQOIMNEC

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

700.1.2.3 0700-1700 daily on non-holiday workdays

BQOIMNEC

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

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 (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 Meet 98%

reliability

24x7 (less scheduled down time)

BQOIMNEC

Design and manage directory synchronizations with other systems.700.1.3.2 0700-1700 daily on non-holiday workdays

BQOIMNEC

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

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/Cyber

Center

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

Operate, manage, and defend the classified and unclassified active directory forest.

700.1.3.4 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Meet 98% reliability

24x7BWNETCyber Center

Provide top-level OU administrator Management.700.1.3.5 0700-1700 daily on non-holiday workdays

BWNETCyber Center

Provide AD infrastructure management and monitoring .700.1.3.6 Meet 98% reliability

24x7BWNETCyber Center

Provide AD situational awareness.700.1.3.7 Meet 98% reliability

24x7BWNETCyber Center

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

700.1.3.8 Immediate

notification

Meet 98% reliability

24x7BWNETCyber Center

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 Meet 98%

reliability

24x7BWNETCyber Center

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

700.1.3.10 24x7BWNETCyber Center

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

700.1.3.11 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = Issue daily Performance

Reports

24x7BWNETCyber Center

Function - 700.1.7 - Storage Services

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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 Meet 98%

reliability

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

100MB

storage per use authorized

Perform weekly backup outside of normal business hours;

perform weekly scan

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 Critical: Priority 1

[Cyber Center only]

= Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Meet 98% reliability

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

Perform weekly scan

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/ Cyber

Center

Provide high availability fiber channel for hosted application data storage.700.1.7.4 Meet 98% reliability

24x7BWNETCyber Center

Provide IP data paths for hosted application data storage (I-SCSI).700.1.7.5 Meet 98% reliability

24x7BWNETCyber 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 full backups daily.

Full system backups monthly

1700-0400 dailyBWNETCyber Center

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

700.1.7.7 98% reliability24x7BWNETCyber 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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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

Provide COOP data recovery at second APC 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 APC 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 0700-1700 daily on non-holiday workdays

BWNETCyber Center

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

700.1.7.13 0700-1700 daily on non-holiday workdays

BWNETCyber Center

Provide tailorable protection and segregation of unclassified and classified hosted application data by various methods

700.1.7.14 As requiredBWNETCyber Center

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

700.1.7.15 98% reliability24x7BWNETCyber Center

Provide an APC Enterprise class SAN which supports the underlying foundation of a flexible storage architecture that will allow the Army to transition more applications to reside at the APC in the future .

700.1.7.16 98% reliability24x7BWNETCyber Center

Provide alternate heterogeneous storage connectivity support.700.1.7.17 98% reliability24x7BWNETCyber Center

Provide data storage access and capacity in support of Army deployments, BRAC, DoD, and other related hosted applications.

700.1.7.18 98% reliability24x7BWNETCyber Center

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

700.1.7.19 0700-1700 daily on non-holiday workdays

BWNETCyber Center

Manage SAN administration and operation at theater level for the APC .700.1.7.20 24x7BWNETCyber 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 98% reliability24x7BWNETCyber Center

Provide local touch labor (troubleshooting, repairing, etc.).700.1.7.22 3 business days; 2 hours for Priority users

0700-1700 daily on non-holiday workdays

BQOIMNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = Issue daily Performance

Reports

24x7BWNETCyber 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 as directed.

700.2.1.1 0700-1700 on non-holiday weekdays

BQOIMNEC

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 as directed by Army CIO/G-6.

700.2.1.5 Perform full

systems backups weekly and incremental backups daily.

Back-ups will be performed outside normal business hours

BQOIMNEC

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 response plus 2 hours

24x7BQOIMNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

Provide interoperable and integrated standard office automation desktop software as approved for use by the Army Golden Master program .

700.3.1.1 0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide centrally funded software to all Army users or as part of a standard Army system.

700.3.1.2 0700-1700 daily on non-holiday workdays

BQOIMNEC

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

700.3.1.3 2 business days to respond to the request/contact the Customer by the Service

Provider.

0700-1700 daily on non-holiday workdays

BQOIMNEC

Electronically "push" software updates, security updates, vendor patches

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

700.3.1.4 100% of affected available devices within 20 business days. Mission operations, leave, TDY, etc. may affect availability of devices for push.

BQOIM/

WNET

NEC/ Cyber

Center

Maintain accountability for COMMON USER ENTERPRISE desktop software licenses.

700.3.1.5 Perform annual

inventory certification

0700-1700 daily on non-holiday workdays

BQOIMNEC

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 3 business days; 2 hours for Priority users

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.

0700-1700 daily on non-holiday workdays

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

700.3.1.7 MFNEC

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

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

700.3.2.1 MFNEC

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

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 days to respond to the request/contact the Customer by the Service

Provider.

0700-1700 daily on non-holiday workdays

BQOIMNEC

Function - 700.3.3 - Password Control Management

Issue, maintain, and delete end-user device accounts.700.3.3.1 Issued within 1 business day of request; delete accounts on a weekly basis

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, lap tops, scanners, and other hardware.

700.3.4.1 MFNEC

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

700.3.4.2 Respond within 2

business days; 2 hours for Priority users.

Resolution within 5 days; 2 days for

Priority users.

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, lap tops, scanners, and other hardware.

700.3.4.3 Resolve within 5

business days.

BQOIMNEC

Configuration of bulk authorized end user and network devices to include computers, printers, lap tops, 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

Resolution within 45 days

Up to 500 devices per mission partner

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 3 business days; 2 hours for Priority users

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.

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

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); Routine:

Priority 3 = (24 hrs)

Priority 4 = Issue daily Performance

Reports

24x7BQOIM/

WNET

NEC/Cyber

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 (DA Form 4951 etc.) for network multi-function copiers, copiers, and Printers. Advise and recommend placement and consolidation of network multi-function copiers.

700.3.8.1 Within 2 business

days of request

0700-1700 daily on non-holiday workdays

BQOIMNEC

Assist and advise customers of copier requirements and maintenance

IAW DA Form 4951.

700.3.8.2 Within 2 business

days of request

0700-1700 daily on non-holiday workdays

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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, operate, maintain and administer common user web and portal servers.

700.4.1.1 Meet 98%

reliability

Perform full systems backups weekly and incremental backups daily.

Back-ups will be performed outside normal business hours

24x7 (less scheduled down time)

BQOIMNEC

Provide a formal web application change management process to deploy and maintain web sites, portals, web pages, and customized applications.

700.4.1.2 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

0700-1700 daily on non-holiday workdays

BQOIMNEC

Monitor systems for disk usage, disk performance, and system performance.

700.4.1.4 Free disk

space should be greater than 20% of disk capacity

Perform weekly scan

0700-1700 daily on non-holiday workdays

BQOIMNEC

Configure operating systems, web and portal applications for common user servers.

700.4.1.5 0700-1700 daily on non-holiday workdays

BQOIMNEC

Manage user access controls.700.4.1.6 New accounts within 2 business days of request

0700-1700 daily on non-holiday workdays

BQOIMNEC

Ensure Information Assurance incidents are reported , e.g., registry hacks.700.4.1.8 Within 2 hours of receipt

24x7 (less scheduled down time)

BQOIMNEC

Provide Web Application incident/event resolution for the Common

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

Service Support Center.

700.4.1.9 0700-1700 on non-holiday workdays 30 minutes; 4 hours all other times response plus 2 hours

24x7BQOIMNEC

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

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

700.4.2.2 MFNEC

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

Maintain, update and operate 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); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Continuous24x7BQOIM/

WNET

NEC/ Cyber

Center

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

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Meet 98% reliability

Continuous24x7BQOIM/

WNET

NEC/ Cyber

Center

Monitor web proxy cache hit rate / disk usage daily performance.700.4.4.3 Monitor logs and reports

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/ Cyber

Center

Provide operations, management, 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); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Continuous24x7BWNETCyber Center

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Continuous24x7BWNETCyber Center

Perform continuous monitoring of the reverse proxy in order to detect malfunctions, intrusion attempts, or anomalies.

700.4.4.6 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Continuous24x7BWNETCyber 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); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Continuous24x7BWNETCyber 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 (e.g., application, file, print, thin client). 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 0700-1700 daily on non-holiday workdays

BQOIMNEC

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

700.5.1.2 Per established

schedule

Perform weekly backup

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/ Cyber

Center

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 Within suspense

time /date provided in the applicable

IAVA

24x7 (less scheduled down time)

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

Perform security checks on operating systems and system backups for each server.

700.5.1.6 Perform full

systems backups weekly and incremental backups daily.

Back-ups will be performed outside normal business hours

BQOIMNEC

Monitor system logs, security logs, and application logs.700.5.1.7 At least once daily

0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide Microsoft Active Directory organizational unit (OU) administration.700.5.1.8 0700-1700 daily on non-holiday workdays

BQOIMNEC

Provide domain administration and service support for primary and backup domain controllers (PDC & BDC). (Login to network and operating system).

700.5.1.10 0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/ Cyber

Center

Manage dynamic allocation of internet protocol (IP) address space.700.5.1.11 0700-1700 daily on non-holiday workdays

BQOIMNEC

Assign and maintain IP address database using DHCP or Static IP

Addressing.

700.5.1.12 0700-1700 daily on non-holiday workdays

BQOIMNEC

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

700.5.1.13 0700-1700 daily on non-holiday workdays

BQOIMNEC

Develop and modify IP Assignment Schema.700.5.1.14 0700-1700 daily on non-holiday workdays

BQOIMNEC

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 Meet 98%

reliability

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/ Cyber

Center

Install, configure, and maintain Tier 2 DNS servers.700.5.1.16 Perform weekly backup, check logs daily

0700-1700 daily on non-holiday workdays

BQOIM/

WNET

NEC/ Cyber

Center

Maintain WINS server for windows networking name resolution.700.5.1.17 Meet 98% reliability

Perform weekly backup

0700-1700 daily on non-holiday workdays

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

700.5.1.18 0700-1700 daily on non-holiday workdays

BQOIMNEC

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

700.5.1.19 0700-1700 daily on non-holiday workdays

BQOIMNEC

Maintain the Tier 1DNS servers.700.5.1.21 As directed24x7BWNETCyber Center

Operate the Tier 2 DNS servers.700.5.1.22 Continuous24x7BWNETCyber Center

Coordinate with sites on DNS-related problems.700.5.1.23 Responds upon receipt of Incident

Report / after business hours contacts site in accordance with recall procedures

As required24x7BWNETCyber Center

Establish perimeter boundaries for IPs.700.5.1.24 0700-1700 daily on non-holiday workdays

BWNETCyber Center

Monitor IP address utilization.700.5.1.25 Continuous0700-1700 daily on non-holiday workdays

BWNETCyber Center

Analyze logs and reports for DNS usage patterns to detect malicious activity.

700.5.1.26 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Minimum 98% As required Daily log audits0700-1700 daily on non-holiday workdays

BWNETCyber Center

Own army.mil name space.700.5.1.27 Per established

SOP

0700-1700 daily /w

On Call After Hours

BWNETCyber Center

Allocate IP address blocks to Army organizations.700.5.1.28 Per established

SOP

As requested0700-1700 daily /w

On Call After Hours

BWNETCyber Center

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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.

Repair within 4 hours of request.

24x7 (less scheduled down time)

BQOIMNEC

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.

24x7BQOIMNEC

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

700.5.1.31 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = Issue daily Performance

Reports

24x7BQOIM/

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

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

700.5.6.4 MFNEC

Function - 700.5.7 - Other Servers to Tactical Deployable Systems

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 At least 98%

operational installation data network

NIPRNET and

SIPRNET

circuit utilization <

80%

0700-1700

(local time)

Daily system files backup, weekly data backup.

Required end user buildings

IAW Installation

Information

Infrastructure

Architecture

(I3A)

24x7 (less scheduled down time)

BQOIMNEC

Manage additional network requirements beyond existing capabilities.700.6.1.2 MFNEC

Report IDS/IPS outage.700.6.1.3 30 min open ticket24x7BWNETCyber Center

Report Communications Systems OSI Layer 2/3 switch failure/isolation.700.6.1.4 15 min open ticket24x7BWNETCyber Center

Report National Communications Systems (NCS) trunk/circuit outage.700.6.1.5 15 min open ticket24x7BWNETCyber Center

Report NCS OSI Layer 2/3 switch failure/isolation.700.6.1.6 15 min open ticket24x7BWNETCyber Center

Report NCS significant network service degradation.700.6.1.7 15 min open ticket24x7BWNETCyber Center

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

Report CS/NCS DSNB HAZCONS.700.6.1.8 30 min open ticket24x7BWNETCyber Center

Conduct after-action analysis of all intrusions and report the results.700.6.1.9 24x7BWNETACOIC

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

700.6.1.10 4 hours for mission critical systems;

next business day for routine systems

24x7BQOIMNEC

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

Function - 700.6.2 - Virtual Private Network (VPN)

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

700.6.2.1 MFNEC

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

700.6.2.2 24x7BWNETCyber Center

Confirm that the VPN client workstation is IAVA compliant and has an enterprise management solution installed and properly configured.

700.6.2.3 0700-1700 daily on non-holiday workdays

BWNETCyber Center

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

700.6.2.4 24x7BWNETCyber Center

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

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

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

Operate and maintain a secret coalition WAN to include all normal network functions.

700.6.3.4 24x7BWNETCyber Center

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

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); Routine:

Priority 3 = (24 hrs)

Priority 4 = Issue daily Performance

Reports

24x7BQOIM/

WNET

NEC/Cyber

Center

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

Manage and maintain connectivity and operate LAN and (limited user* classified up to Secret) LAN between computers and associated devices for a specific user group. (*SIPRNET down to Battalion)

700.6.4.1 At least 98%

operational installation data network

100MB to the desktop

Required end user buildings

IAW I3A

24x7 (less scheduled down time)

BQOIMNEC

Manage SBU LAN network expansion.700.6.4.2 MFNEC

Manage and maintain connectivity and operate ICAN between LANs and computer resources.

700.6.4.3 At least 98%

operational installation data network

Required end user buildings

IAW I3A

24x7 (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 LAN and ICAN touch labor (troubleshooting, repairing, etc.)

700.6.4.6 4 hours for mission critical systems;

next business day for routine systems

24x7BQOIMNEC

Provide mission-specific LAN touch labor (troubleshooting, repairing, etc.)700.6.4.7 MFNEC

Function - 700.6.7 - Network Management

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Availability 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 24x7BQOIM/

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); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

24x7BQOIM/

WNET

NEC/ Cyber

Center

Provide network utilization reports.700.6.7.3 By request0700-1700 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 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 Meet 99.9%

reliability for the infrastructure

24x7BQOIM/

WNET

NEC/ Cyber

Center

Provide network trapping via the 802.1X protocol.700.6.7.10 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

24x7BQOIMNEC

Monitor and direct compliance with Army-wide and theater Information

Operations directives and policies to defend Army theater -level computer network operations in support of the warfighter.

700.6.7.11 Based on specific

directive

24x7BWNETCyber Center

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

Perform major TLA management functions to include: operate and maintain the ASR and switch; configuration control of TLA baseline; problem resolution for WAN/LAN traffic issues traversing the TLA.

700.6.7.12 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Meet 99.9% reliability

24x7BWNETCyber 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); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

Meet 99.9% reliability

24x7BWNETCyber Center

Conduct reporting of theater facilities, telecommunications, and information system problems.

700.6.7.14 Response time per

theater CCIR Matrix identifies specified response times

24x7BWNETCyber Center

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

700.6.7.15 24x7BWNETCyber Center

Monitor and direct compliance with Army-wide and theater Information

Operations directives and policies to defend Army theater -level computer network operations in support of the warfighter.

700.6.7.16 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = (3 days) Priority 5 =

(3 days)

24x7BWNETCyber Center

Report Army security/router/ADRP/hub/premise router outage.700.6.7.17 15 min open ticket24x7BWNETCyber Center

Report trunk/circuit outage.700.6.7.18 15 min open ticket24x7BWNETCyber Center

Report significant network switch degradation.700.6.7.19 30 min open ticket24x7BWNETCyber Center

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

Report NIPRNet HAZCONs.700.6.7.20 30 min open ticket24x7BWNETCyber Center

Provide Deployable Network Monitoring Capability.700.6.7.21 As requiredBWNETCyber Center

Provide Network Capacity and Availability Monitoring System service .700.6.7.22 24x7BWNETCyber Center

Coordinate and synchronize theater and functional Cyber Centers for global response actions.

700.6.7.23 24x7BWNETACOIC

Provide technical support and assessment of Computer Network Defense

(CND) operations.

700.6.7.24 24x7BWNETACOIC

Provide guidelines for user identification and authentication for controlling user access within the LWN.

700.6.7.25 24x7BWNETACOIC

Define enterprise access controls to manage authentication, authorization, and access privileges. This includes providing enterprise access control guidance and policies.

700.6.7.26 24x7BWNETACOIC

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

24x7BQOIMNEC

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); Routine:

Priority 3 = (24 hrs)

Priority 4 = Issue daily Performance

Reports

24x7BQOIM/

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 0700-1700 daily on non-holiday workdays.

BQOIMNEC

Function - 700.6.12 - Wireless Computing Services

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

Manage wireless LAN and Computer Services. Operate and maintain

Wireless Network Infrastructure as part of the installation infrastructure

700.6.12.1 within 3 business days; 2 hours for

Priority users

0700-1700 on non-holiday weekdays

BQOIMNEC

Establish and delete wireless PED user accounts.700.6.12.2 Issued within 1 business day of request; delete accounts on a weekly basis

0700-1700 daily on non-holiday workdays

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

24x7BQOIMNEC

Function - 700.6.13 - Cross Domain Solutions

Implement, maintain cross domain solutions.700.6.13.1 0700-1700 daily on non-holiday workdays

BWNETCyber Center

Ensure accreditation.700.6.13.2 0700-1700 daily on non-holiday workdays

BWNETCyber Center

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

700.6.13.3 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = Issue daily Performance

Reports

24x7BQOIM/

WNET

NEC/Cyber

Center

Function - 700.6.14 - WAN-Services

Operate and maintain various WAN services to include ATM, SONET, MPLS.

700.6.14.1 24x7BWNETCyber Center

Report outage.700.6.14.2 5 min open ticket Meet 98% reliability

Report failure and maintain system

24x7BWNETCyber Center

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Availability Response

Time

Reliability Resolution Capacity Workload

Baseline (B) /

Mission

Funded (MF)

Service

Provider

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

700.6.14.3 Critical: Priority 1 =

Immediate response (24x7);

Urgent: Priority 2 =

(4 hrs); Routine:

Priority 3 = (24 hrs)

Priority 4 = Issue daily Performance

Reports

24x7BQOIM/

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

0700-1700 daily on non-holiday workdays

BQOIMNEC

Prepare, monitor, and evaluate IT Service Continuity Managementin support of installation COOP with each NEC/DOIM supported customer activity.

Store weekly backups…