Netoptiks (Grandbridge Group)
Metropolitan Area Network Management Services
Network Monitoring:
Netoptiks shall perform on-line electronic monitoring of the Managed Network Elements to detect any event (“a Fault”) that would affect the provision of the Services to the Customer. To do this Netoptiks shall:
(i) provide in-band monitoring of audible and visual alarms.
(ii) maintain graphic displays of the entire Brantford Metropolitan Area Network status and path status.
(iii) respond to Netoptiks monitoring alarms. Each alarm will be ticketed. Netoptiks will remedy each Fault detected, in consultation with the Customer
if required.
(iv) provide problem-tracking throughout each problems life cycle and, upon request, provide a report on the problem to the Customer; and
(v) provide to the Customer, upon request, a report summarizing all Fault alarm tickets.
Monitor:
Netoptiks shall accept and return Customer calls with respect to Faults and shall:
(i) maintain a centralized Monitor Desk through which Faults can be detected and reported. The Monitor Desk will act as a clearing house for all problems whether initiated by the Customer or detected by Netoptiks
(ii) log and describe each Fault reported by the Customer and the remedy action taken; and
(iii) provide to the Customer, upon request, a report of Faults reported Customer together with a comparison against the requirement Schedule “A”.
Fault Management:
Netoptiks shall respond to each Fault reported to Netoptiks by the Customer as follows:
(i) Netoptiks shall either remedy the Fault or dispatch the service or maintenance provider to remedy the Fault; and
(ii) represent the Customer in securing performance and problem-solving under Netoptiks Metropolitan Area Network service and maintenance agreements.
between 8:00 a.m. and 5 p.m.: (Holidays Excluded)
Management of Moves, Adds and Changes:
Netoptiks in co-operation with the Customer, will receive and record all change requests from the Customer with respect to hardware, software, routing, facilities, procedures and service with respect to the Managed Network Elements and shall:
(i) consider whether the requested changes are possible and non-conflicting.
(ii) before implementing any requested changes, consider and confirm that existing systems have available capacity and are not oversubscribed, or report to the Customer otherwise.
(iii) implement the requested changes in a scheduled, coordinated and non-disruptive manner.
(iv) track changes from authorization through implementation to acceptance by the Customer; and
(v) provide the Customer, upon request, with a report on changes made to the Managed Network Elements the Managed Network Elements.
Monitor:
Netoptiks shall accept and return Customer calls with respect to Faults and shall:
(i) maintain a centralized Monitor Desk through which Faults can be detected and reported. The Monitor Desk will act as a clearing house for all problems whether initiated by the Customer or detected by NetOptiks
(ii) log and describe each Fault reported by the Customer and the remedy action taken; and
(iii)provide the Customer, upon request, with a report on changes made to the Managed Network Elements the Managed Network Elements.
(i) Service Calls NOC (Network Operations Centre): Phone 1-855-999-7270 (provide site name, location, contact name, telephone number and extension and identify if service or new work required.
(ii) Response Time: Netoptiks will respond to each call reporting an emergency or requesting service within two (2) hours from when the call is received and, where necessary, Netoptiks will be on-site within four (4) hours from when the call is received.
