Network Trouble Reporting Sample Clauses

Network Trouble Reporting. Customers exclusively confined to applications delivered by networks supplied by the NOC will call or e-mail the ISS Support Center (000-000-0000 or 6-2929) to report trouble, request service, and get technical advice. The ISS Support Center will screen all calls, resolve any problems it is able to resolve with ISS Support Center staff, and refer unresolved network problems to the NOC. • Customers exclusively confined to applications on networks supplied by other entities will call that entity’s network staff to report trouble, request service, and get technical advice. • Customers on a mix of processors and networks supplied by the NOC and other entity’s processors and networks will call the ISS Support Center (000-000-0000 or 6-2929) to report trouble, request service, and get technical advice. • The NOC employs a variety of network management and troubleshooting tools and systems. These network management systems are used by the NOC staff to test, troubleshoot, and diagnose all devices attached to the network. • All LAN equipment attached to the network must support Simple Network Management Protocol (SNMP) and/or SNMP-2. Remote Monitoring (RMON) is also allowed, but not instead of SNMP. RMON is in addition to SNMP. Older equipment not supporting these standards will be phased out. The NOC is the only organization permitted to run SNMP on network equipment. • Network problems that can be repaired by the NOC will be scheduled in a repair queue. Repair priority is based on the severity of the problem and quantity of customers affected. • All devices attached to the network must have at least a minimum SNMP profile entered, consisting of the entity’s name, address, and technical support staff phones number(s). This will assist NOC staff in locating the network on which the equipment is located, when troubleshooting.
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Related to Network Trouble Reporting

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