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2.8.1 Immediate recognition of noteworthy events. <br />2.8.2 Accurately documented data pertaining to the current issue. <br />2.8.3 Compare current incidents against past occurrences to assist with troubleshooting. <br />2.8.4 Determine appropriate assignment. <br />2.8.5 Accurately update with relevant information. <br />2.8.6 Real time email notifications to appropriate personnel customized to specific <br />equipment. <br />2.8.7 Real time web access to view work order status is available. <br />2.9 Monthly summary via email to customer documenting response activity. <br />3.0 Customer Responsibilities: <br />3.1 Provide Uflarris with a single point of contact to notify of issues to which L3Harris <br />responds. <br />3.2 Provide L311arris unlimited, safe, physical, and remote access to Customer sites and <br />equipment to support delivery of service. <br />3.3 Notify L3Harris when there is any activity that impacts the system, Equipment, or Services <br />including RNM system configuration changes. <br />3.4 Perform recommended preventive maintenance, software, and hardware updates. <br />3.5 Provide IT support for Generic Routing Encapsulation Tunnel termination at Routers and <br />Firewalls as required. <br />3.6 Provide a virtual private network or better connection for all systems. <br />3.7 Provide all necessary licensing and software for equipment to connect to and be monitored <br />by the UHarris RNM. <br />3.8 Customer's single point of contact will initiate a service request directly to the NOC, <br />through the toll-free telephone number (866) 537-7763 or the web -based service request <br />portal. <br />3.9 Provide 1,311arris with Customer information before commencing NOC services, which <br />include but are not limited to: <br />3.9.1 Issue notification preferences and procedure. <br />3.9.2 Repair process and procedure. <br />3.9.3 Escalation process and procedure documentation. <br />3.9.4 Completion of required RNM alarm mapping and reporting requirement <br />information for entire system. <br />3.10 Provide the following information to NOC when initiating a service request: <br />3. 10.1 Customer call back phone number. <br />3.10.2 Problem description and site location. <br />3.10.3 Customer assigned issue ID number. <br />3.10.4 Other pertinent information requested by NOC to open a service order. <br />3.11 Cooperate with BHarris to provide the Services described in this SOW. <br />4. Exclusions: Any system equipment not connected to L311arris' RNM or listed in the Equipment List. <br />38 <br />