NETCARE NETWORK MANAGEMENT SUPPORT CENTER RESPONSIBILITIES Clause Samples

NETCARE NETWORK MANAGEMENT SUPPORT CENTER RESPONSIBILITIES. 1. Maintain a network profile at the NMSC and update the profile with changes taking place in Customer network. The NetCare NMSC Add/Change/Delete form and/or Seller installation plans will be the vehicle for the Customer to convey information to the NetCare NMSC. 2. For contracted devices, the NetCare NMSC will filter incoming SNMP traps, disregard irrelevant traps, and act upon consequential traps. The NMSC will coordinate with Customer Network Operations Organization to review trouble activities. 3. For contracted devices, the NetCare NMSC will refer service requests to the appropriate vendor (as described above). The NetCare service request record will remain open until service request resolution. Should further diagnosis be required, NetCare will work with the vendor to resolve the service request 4. The NMSC will have one hour from the creation of a service request (whether generated through the NMSC platform or via a manually generated call from the Customer) to determine the need for a Seller's field maintenance dispatch for contacted managed network elements. At the one hour ▇▇▇▇, the Seller's NetCare NMSC will initiate a field dispatch request 100% of the time unless contributing factors do not warrant a field dispatch. For these types of service requests, the Seller's NetCare NMSC will coordinate with the Customer's Network Operations Center to gain concurrence. The joint Customer/Seller team will monitor performance on a minimum of a monthly basis.