Futuregen International Pte Ltd

Requirement for
MANAGED NETWORK SUPPORT SERVICES
Scope Of Work & Contract
Confidential No !art of t"i# do$ument ma% &e re!rodu$ed in an% form 'it"out e(!re## aut"ori)ation from
*uture+en International Pte ,td - .//0 All Ri+"t# Re#er1ed
Futuregen International Pte Ltd
Part 23 Services Package 4
Se$tion 2 Introdu$tion 4
Se$tion . Statement of Ser1i$e# O1er1ie' 4
Se$tion 4 A+reement Time *rame 5
Se$tion 5 NOC and Call Center Ser1i$e# 5
Se$tion 6 Cu#tomer Notifi$ation and Ste'ard#"i! Re1ie'3 0
Se$tion 7 Ser1i$e A$$e## Requirement 0
Se$tion 8 *uture+enProfe##ional Ser1i$e# Au+mentation Pa$9a+e0
Se$tion 0 Cu#tomer Initiated Profe##ional Ser1i$e# Reque#t# 0
Se$tion : NOC Initiated Remediation :
Se$tion 22 Ser1i$e ,e1el A+reement :
Se$tion 2. Ne' Criteria A$$e!tan$e Criteria;A!!ro1al :
S$"edule 6 NOC S,A Re#!on#e Time Matri( 24
Confidential Pa+e 2 8/7/14
Futuregen International Pte Ltd
Part 23 Services Package
Se$tion 2 Introdu$tion
Client i# loo9in+ for a $om!re"en#i1e !a$9a+e of S,A en"an$ed !rofe##ional #er1i$e# &a$9ed &% t"e !o'er of a
.5<8 Enter!ri#e Centri$= Net'or9 O!eration# Center >NOC?= 'it" a ro&u#t !ortfolio of monitorin+ #er1i$e#
Se$tion . Statement of Ser1i$e# O1er1ie'
*uture+en 'ill !ro1ide Cu#tomer 'it" .5(8 Monitorin+ of t"e Net'or9 and 'ill le1era+e t"i# monitorin+ to
!ro1ide Mana+ed and Profe##ional Ser1i$e# in #u!!ort of Cu#tomer@# IP infra#tru$ture *uture+en 'ill !ro1ide
tierA2 and tierA. #u!!ort for all mana+ed de1i$e# li#ted in Schedules 1= 'it" a ra!id re#!on#e e#$alation !ro$e##
*uture+en NOC !er#onnel 'ill e#$alate to SeniorAle1el En+ineerin+ re#our$e# for onA$all emer+en$% >Priorit%A2?
Ser1i$e Reque#t# >SR@#?
Priority-1 Service Requests definition:
Customers production network is down! "nd " critic"l imp"ct to #usiness oper"tions will occur if service is not
restored quickly$
T"e Statement of Ser1i$e# $o1ered under t"i# a+reement de#$ri&e# B&a#eC #er1i$e# and Bo!tionalC e(!anded
#er1i$e# #"ould t"e $u#tomer o!t for t"em initiall% or in t"e future
NOC re#!on#i&ilit%3
Net'or9 Dealt" and Conne$ti1it% 'it" monitorin+ and #u!!ort >RealATime monitorin+= re#!ondin+ to alarm#
SNMP mana+ement= trendin+ and "i#tori$al re!ortin+ de1i$e "ealt"= $arrier mana+ement= trou&le#"ootin+?
Ea#e Ser1i$e# to &e in$luded in $ontra$t3
a De1i$e "ealt" Monitorin+ >interfa$e error#= CPU;memor% utili)ation= et$?
& Trou&le#"ootin+ "ard'are i##ue# >error# on interfa$e#= CRC= Colli#ion#= et$?
$ Re#!ondin+ to alarm# from t"e *uture+en Net'or9 Mana+ement S%#tem# >Eand'idt" utili)ation=
,aten$%= U!;Do'n= CRC?
d SNMP monitorin+ and re!ortin+ tool
e S%#lo+ Data&a#e Mana+ement
f Trendin+ and Di#tori$al re!ortin+ of monitored de1i$e# a1aila&le online and 1ia #te'ard#"i! re!ort#
+ Confi+uration Mana+ement= 'ee9l% &a$9u! of e(i#tin+ $onfi+uration file# in router#= fire'all# and
#'it$"e#
" Cu#tomer 'e&A&a#ed a$$e## to Mana+ement Tool# and Re!ort#>O!tional?
O!tional Ser1i$e#3
i VPN Dealt" and Conne$ti1it% 'it" monitorin+ and #u!!ort
F Internet Dealt" and Conne$ti1it% 'it" monitorin+ and #u!!ort
9 T"re#"old Re1ie'# >define alarm# and 1iolation#? GOS= Eand'idt"= error# Ti$9etin+ and re!ortin+ t"at
'ill &e mat$"in+ Ser1i$e Pro1ider# S,A@# and re!ortin+ Would &e tuned to meet need#
l NOC re#!on#i&ilitie# e#$alated to !rofe##ional #er1i$e# re#!on#i&ilitie# !er e#$alation S,A do$ument
m Se$urit% In$ident anal%#i# and foren#i$#
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Futuregen International Pte Ltd
Profe##ional Ser1i$e# Re#!on#i&ilit% AO!tional
a Routin+ !roto$ol# and routin+ >for e(am!le EGP= EIGRP= RIP? trou&le#"ootin+ and im!lementation
#u!!ort
& GoS !erforman$e related i##ue# trou&le #"ootin+ #u!!ort
$ Se$urit% i##ue# >IPS= *ire'all#= et$? trou&le#"ootin+ and im!lementation #u!!ort
d Trou&le#"ootin+ "ard'are i##ue# ad1an$ed
e On+oin+ #u!!ort and 9no'led+e of Cu#tomer# en1ironment in$ludin+ &e#t !ra$ti$e#= te$"nolo+%
u!date#= et$
f Re#!ond to e#$alation# from NOC
+ Se$urit%3 Ee#t !ra$ti$e#H C"an+e Control= Im!lementation= S%#tem# re1ie'
Cu#tomer ma% dire$tl% en+a+e *uture+en En+ineer# for Profe##ional Ser1i$e# &% o!enin+ a *uture+en Ser1i$e
Reque#t >SR? a# detailed in Section-% Cu#tomer Initiated Remediation
&ote: 'uture(en Services provided in this S)* for the Profession"l Services Ch"r(es "s descri#ed in
Schedule +! Schedule of Ch"r(es include "ll re"son"#le en(ineerin( en("(ements in support of
Customers ,P infr"structure within the #ud(eted hours cont"ined herein$
Se$tion 4 A+reement Time *rame
Start Date3 Ten >2/? &u#ine## da%# after Effe$ti1e Date of SOW
End Date3 One >2? %ear after Effe$ti1e Date of SOW
T"e Ser1i$e# !ro1ided under t"i# SOW are !erformed .5(8 in$ludin+ de#i+nated *uture+en "olida%#
Se$tion 5 NOC and Call Center Ser1i$e#
OPERATIONA, SERVICES
Net'or9 Dealt" and Conne$ti1it% 'it" monitorin+ and #u!!ort >RealATime monitorin+= re#!ondin+ to alarm#
SNMP >Sim!le Net'or9 Monitorin+ Proto$ol? mana+ement= trendin+ and "i#tori$al re!ortin+ de1i$e "ealt"=
$arrier mana+ement= trou&le#"ootin+?
A Monitorin+ Ser1i$e
S!e$ifi$ation3
T"e monitorin+ of IP de1i$e $onne$tion# 'ill &e t"e $ore #er1i$e !ro1ided to t"e Cu#tomer &%
t"e *uture+en NOC >Net'or9 O!eration# Center? $om!onent of t"i# #er1i$e offerin+ *or t"e
!ur!o#e# of t"i# do$ument= #u$$e##ful IP tran#mi##ion monitorin+ #er1i$e 'ill "in+e on t'o
$om!onent# for ea$" de1i$e under t"e monitorin+ a+reement3
a? An a$$e## $om!onent &et'een t"e Cu#tomer net'or9 and t"e *uture+en NOC >Net'or9
O!eration# Center?
&? Core $om!onent>#? !ro1idin+ tran#it for Cu#tomer data a$ro## t"e Cu#tomer net'or9
&a$9&one= &et'een t"e !oint# li#ted in Schedule 1> One De1i$e Info S"eet !er IP de1i$e?
Confidential Pa+e 4 8/7/14
Futuregen International Pte Ltd
E IP Monitorin+ Ser1i$e#
S!e$ifi$ation3
*uture+en Monitorin+ Ser1i$e !ro1ide# a##i#tan$e in #u!!ortin+ &a#i$ tran#mi##ion #er1i$e#
!ro&lem#= '"i$" in$lude# t"e tran#mi##ion of IP traffi$ &et'een ea$" Cu#tomer de1i$e>#? under
t"i# A+reement T"e #er1i$e #"all &e !ro1ided to de#i+nated !oint# on t"e li#t in Schedule 1
T"e follo'in+ information 'ill &e tra$9ed for e1er% lo$ation;de1i$e t"at i# li#ted in Schedule 13
De1i$e3
Manufa$turer3
Model3
Interfa$e# monitored3
Pa##'ord#3
SNMP Read Onl% $ommunit% #trin+#3
Mana+ement S%#tem# Ser1i$e# Parameter# >If li#ted in Schedule 1?3
Ea#e Ser1i$e# in$luded on all monitored de1i$e#C
De1i$e "ealt" Monitorin+3 An% de1i$e#;interfa$e# li#ted in Schedule 1 'ill &e monitored for
u!;do'n= re#!ond to SNMP monitorin+ and ma% "a1e alarm t"re#"old# defined &% *uture+en
and $u#tomer to en#ure !ro!er fun$tionalit% of t"e de1i$e and t"at it i# !a##in+ "ealt"% traffi$ a#
defined &% a+reed u!on alarm#
Alarm T%!e# >e(am!le#?3 for t"e !re1iou# #er1i$e# alarm t"re#"old# ma% in$lude &ut are not
limited to3 interfa$e error#= CPU;memor% utili)ation= CRC= Colli#ion#= ,aten$%= $arrier tran#ition#=
u!;do'n= et$
Carrier S,A Mana+ement3 Cu#tomer !ro1ide# *uture+en 'it" t"eir $ontra$t# to t"e $arrier#
*uture+en to !ro1ide mont"l% re!ort 'it" an S,A refund tall% $olumn
SNMP >Sim!le Net'or9 Monitorin+ Proto$ol? Mana+ement3 *uture+en 'ill #tore and maintain
SNMP >Sim!le Net'or9 Monitorin+ Proto$ol? data for monitorin+ and alarm !ur!o#e# Anal%#i#
tool# are a1aila&le on line to t"e Cu#tomer to "el! dia+no#e net'or9 !ro&lem# and to tune
net'or9 for im!ro1ed !erforman$e
S%#lo+ Data&a#e Mana+ement3 *uture+en 'ill #tore and maintain S%#lo+ data for monitorin+
and alarm !ur!o#e# Anal%#i# tool# are a1aila&le on line to t"e Cu#tomer to "el! dia+no#e
net'or9 !ro&lem# and to tune net'or9 for im!ro1ed !erforman$e
Re!ortin+ I Trendin+= Di#tori$al= AdADo$ 3 T"e #er1i$e# !re1iou#l% li#ted !ro1ide real time and
"i#tori$al data out!ut *uture+en allo'# for a minimum of :/ da%# "i#tor% to allo' for trendin+
and "i#tori$al re!ortin+ t"at ma% &e u#ed for tunin+ alarm# and;or net'or9 de#i+n and &e#t
!ra$ti$e# >to &e defined &% $u#tomer and *uture+en t"e $ontent of t"e re!ortin+? T"e
$u#tomer ma% al#o reque#t 1ariou# AdADo$ and $u#tomi)ed re!ort# a# needed
Confidential Pa+e 5 8/7/14
Futuregen International Pte Ltd
O!tional Monitorin+3
T"re#"old Re1ie'# >define alarm# and 1iolation#? GOS= Eand'idt"= error# Ti$9etin+ and
re!ortin+ t"at 'ill &e mat$"in+ e#$alation S,A@# Will &e tuned to meet need#
VPN Dealt" and Conne$ti1it%3 ,in9#;tunnel# are $onfirmed to &e Bu!C in a #e$ure fa#"ion a#
en+ineered and are !ro1idin+ traffi$ 'it"in defined !arameter# Alarm t"re#"old# are determined
Fointl% &% *uture+enand t"e $u#tomer and ma% &e adFu#ted a# required to tune t"e #%#tem for
&e#t u#efulne##
Internet Dealt" and Conne$ti1it%3 ,in9# to Internet are $onfirmed to &e Bu!C If fire'all i# under
*uture+en mana+ement= *uture+en 'ill en#ure t"at it i# !a##in+ traffi$ a# defined &% *uture+en
and Cu#tomer Alarm t"re#"old# ma% &e !eriodi$all% adFu#ted to !ro1ide &e#t fun$tionalit%
Se$urit% Monitorin+3 re#!ond to tuned alarm# on t"e $u#tomer# IDS= or fire'all anomal%
dete$tion >if im!lemented &% $u#tomer? NOC #taff to 'or9 'it" alarm# and "el! tune
t"re#"old# *ollo' and define !ro$e##e#
Profe##ional Ser1i$e# E#$alation#3 NOC re#!on#i&ilitie# e#$alated to !rofe##ional #er1i$e#
re#!on#i&ilitie# !er e#$alation S,A do$ument >a!!endi( 6? in t"e ad1ent t"at t"e NOC #taff
$annot remed% a !ro&lem dire$tl%
C Trou&le Ti$9et S!e$ifi$ation3
*uture+en !ro1ide# a trou&le ti$9et tra$9in+ #%#tem for all Cu#tomer Net'or9 outa+e# in e($e##
of 2/ minute# or a $"roni$ t"re#"old t"at i# defined &% t"e $u#tomer i# e($eeded T"e#e
re$orded in$ident# are a1aila&le in t"e form of te(t do$ument# or ma% &e 1ie'ed in real time 1ia
#e$ure We& !ortal
a *uture+en 'ill #u!!ort t"e in#tallation and $onfi+uration for t"e !ur!o#e# of monitorin+ &%
*uture+en NOC= of mana+ea&le de1i$e# at Cu#tomer@# #ite t"at are $o1ered &% t"i#
a+reement T"i# in#tallation #u!!ort i# a!!li$a&le for all future SNMP #u!!orted !rodu$t#
Cu#tomer 'i#"e# to add or in$lude to t"i# a+reement
& Proa$ti1e De1i$e Monitorin+ .5 "our# a da%= 8 da%# a 'ee9 476;477 da%# a %ear 'ill &e
$ondu$ted &% *uture+en O!eration# Center

$ *uture+en 'ill +enerate a Trou&le Ti$9et and 'ill notif% Cu#tomer@# Te$"ni$al Conta$t 'it"in
t"e !arameter# of Schedule - de!endin+ on t%!e of Cu#tomer Net'or9 E1ent
d All alert# re$ei1ed in re#!e$t of t"e monitorin+ 'ill &e re#!onded to immediatel% &%
*uture+en and *uture+en 'ill 'or9 to re#ol1e t"e !ro&lem remotel% !ur#uant to ea$" of t"e
term# of Su!!ort Ser1i$e# #et fort" in t"e A+reement *uture+en 'ill o!en a Trou&le Ti$9et
for all i##ue# t"at 'ill onl% &e $lo#ed after #u$$e##ful re#olution
e *uture+en 'ill deli1er re!ort# to Cu#tomer 1ia email
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Futuregen International Pte Ltd
D *ault Re!ortin+ S!e$ifi$ation3
a *uture+en !ro1ide# a 'e& ena&led mean# &% '"i$" Cu#tomer ma% inde!endentl% re!ort
net'or9 fault# to *uture+en NOC >Net'or9 O!eration# Center? Eot" email and a Sin+a!ore
&a#ed num&er are monitored $on#tantl% *uture+en 'ill e(e$ute a re#!on#e to a $u#tomer
re!orted in$ident 'it" !ro$edure# for fault 1erifi$ation and 'ill i##ue a trou&le ti$9et in t"e
e1ent of a $onfirmed !ro&lem
& *ull e#$alation in re#!on#e to $ontinuin+ !ro&lem# are im!lemented a# illu#trated in
.ppendi/ 0 T"e Cu#tomer $onta$t 'ill &e 9e!t a'are of !ro+re## and #tatu# durin+ !eriod#
of di#ru!tion
An% $ommuni$ation re$ei1ed &% t"e $u#tomer 'ill re#ult in t"e +eneration of a ti$9et for
tra$9in+ !ur!o#e# e1en if no trou&le ti$9et i# i##ued for e#$alation
$ *uture+en utili)e# a #uite of tool# to determine t"e a$$e##i&ilit% of ea$" Cu#tomer #er1i$ed
de1i$e to initiate fault re$o1er% a$tion !roa$ti1el%= 'it"out 'aitin+ for fault re!ort# to &e
made &% t"e Cu#tomer
d *uture+en 'ill $onta$t t"e Cu#tomer re!re#entati1e 'it"in t"e #!e$ified time in Schedule -H
t"i# o&li+ation i# de!endent u!on t"e a&ilit% of t"e Cu#tomer in#titution to re$ei1e #u$"
notifi$ation# If deli1er% i# not !o##i&le &e$au#e t"e Cu#tomer i# not a1aila&le at t"e time=
$onta$t &% *uture+en #"all &e made 'it"in one "our of t"e Cu#tomer normal #taffed !eriod
If t"ere i# no re#!on#e from Cu#tomer to a quer% made durin+ a #taffed !eriod= *uture+en
#"all e#$alate t"e i##ue to t"e !ro!er Cu#tomer $onta$t 1ia !"one;email
e *uture+en NOC Ti$9etin+ S%#tem 9ee!# a re$ord of all $ommuni$ation# 'it" t"e Cu#tomer=
Carrier# and *uture+en !rofe##ional #er1i$e# team $on$ernin+ fault re!ort# and return to
#er1i$e indi$ation#
f *uture+en 'ill re!ort to t"e $u#tomer in t"e mont"l% #te'ard#"i! re!ort an o1erall net'or9
ratin+ u!time ratin+ in !er$enta+e Al#o 'ill re!ort $ir$uit# and equi!ment u!time ratin+ in
!er$enta+e
Confidential Pa+e 7 8/7/14
Futuregen International Pte Ltd
Se$tion 6 Cu#tomer Notifi$ation and Ste'ard#"i! Re1ie'3
a *uture+en NOC and;or Cu#tomer are a&le to re!ort net'or9 fault# at an% time *uture+en
!rofe##ional #er1i$e# +rou! 'ill $onfirm fault and a$t u!on t"e #ituation a# defined in t"i#
do$ument 'it"in t"e term# of t"e S,A
& *uture+en 'ill re#!ond to an% net'or9 i##ue 'it" an initial u!date 'it"in t"e !arameter#
li#ted in Schedule - T"e#e u!date# 'ill &e lo++ed and 'ill &e re1ie'ed 'it" t"e $u#tomer
$ *uture+en 'ill !ro1ide #tatu# u!date# e1er% "our a# t"e re#ult of alarm a$9no'led+ement#
or a Cu#tomer reque#t for a##i#tan$e T"e#e u!date# ma% &e more or le## frequent
de!endin+ on t"e a1aila&ilit% of #aid data from t"ird !artie#= and;or lo$al Cu#tomer
a##i#tan$e= if deemed ne$e##ar%
d *uture+en 'ill re+ularl% meet 'it" Cu#tomer to re1ie' !erforman$e in a quarterl% time
frame Additional 1er&al and email $on1er#ation# '"ere a!!ro!riate are en$oura+ed
e Mont"l% Ste'ard#"i! re!ort# in$lude3 Net'or9 u!time= A1era+e mean time to re!air= Total
num&er of ti$9et#= E($e!tion= trend and t"re#"old re!ortin+= *uture+en re#!on#e time and
S,A $om!lian$e
f *uture+en 'ill attend a quarterl% meetin+ 'it" t"e $u#tomer re+ardin+ o!eration# if
$u#tomer i# a1aila&le
Se$tion 7 Ser1i$e A$$e## Requirement
Plea#e note t"at *uture+en initiate# Cu#tomer remote net'or9 a$$e##= at Cu#tomer e(!en#e=
and monitor# Cu#tomerJ# net'or9 'it" lea#e line= VPN
Se$tion 8 *uture+en Profe##ional Ser1i$e# Au+mentation Pa$9a+e
(Optiona! "f ena#e$% *uture+en 'ill &e re#!on#i&le for !ro1idin+ onA$all emer+en$% Senior
En+ineerin+ re#our$e# to #u!!ort Cu#tomer@# IP infra#tru$ture *uture+en 'ill al#o !ro1ide
Cu#tomer 'it" realAtime a$$e## to t"e *uture+en ti$9etin+ and Ser1i$e Reque#t tra$9in+
#%#tem T"e term# and $ondition# of t"i# Profe##ional Ser1i$e# A+reement are outlined in
Schedule +
Se$tion 0 Cu#tomer Initiated Profe##ional Ser1i$e# Reque#t#
(Optiona! "f ena#e$% *uture+en 'ill !ro1ide .5(8 $all $enter a$$e## to Cu#tomer for t"e
!ur!o#e# of re$ei1in+ and tra$9in+ emer+en$% Ser1i$e Reque#t# On re$ei!t of a reque#t for
emer+en$% #er1i$e= a Priorit%A2 >#ee schedule -? Ser1i$e Reque#t 'ill &e +enerated in t"e
*uture+en ti$9etin+ #%#tem T"e onA$all en+ineer 'ill re#!ond dire$tl% to Cu#tomer in t"e
a$$ordan$e 'it" schedule -
Confidential Pa+e 8 8/7/14
Futuregen International Pte Ltd
Se$tion : NOC Initiated Remediation
*uture+en 'ill !ro1ide .5(8 $all $enter a$$e## to Cu#tomer for t"e !ur!o#e# of tra$9in+
emer+en$% Ser1i$e Reque#t# On re$ei!t of a Priorit%A2 #er1i$e outa+e alarm from t"e
*uture+en Mana+ed Ser1i$e# Net'or9 Mana+ement Center= a Priorit%A2 Ser1i$e Reque#t 'ill &e
+enerated in t"e *uture+en ti$9etin+ #%#tem
>Optiona! "f ena#e$% T"e onA$all en+ineer 'ill re#!ond dire$tl% to Cu#tomer in t"e a$$ordan$e
'it" schedule -
Se$tion 2/ Ser1i$e ,e1el A+reement
*uture+en 'ill meet it# Profe##ional Ser1i$e# re#!on#e time $ommitment for emer+en$%
remediation a# defined in= *uture+en Ser1i$e ,e1el A+reement Matri( in Schedule -
*uture+en 'ill !ro1ide .5<8<5 NOC $o1era+e a# #u&#$ri&ed to &% t"e $u#tomer Mi##ed trou&le
ti$9et# or do'n time 'ill equate to a reim&ur#ement to t"e $u#tomer of 2 Da% of $redited #er1i$e
!er in$ident t"at are t"e re#ult of ne+li+en$e or fa$ilit% i##ue# on *uture+en !art Cu#tomer
$au#ed outa+e#= failed monitorin+ $ir$uit >fail#afe redundant $ir$uit# and or VPN re$ommended?
or failed notifi$ation to *uture+en or ot"er in$ident# t"at are &e%ond *uture+en $ontrol are
e(em!t to t"e S,A !enalt%
Se$tion 22 Ne' Criteria A$$e!tan$e Criteria;A!!ro1al
*uture+en mu#t $onfirm t"at t"e monitored Equi!ment $onfi+uration i# !ro!erl% in#talled and
o!erational A te#t and TurnAU! $onfirmation 'ill &e !erformed of t"e Cu#tomer# !remi#e
equi!ment# a&ilit% to a$$e## a monitorin+ VPN and;or lea#e line $ir$uit T"e $onfirmation mu#t
minimall% ta9e t"e form of a #im!le PING
If outAofA&and mana+ement e(i#t#= *uture+en 'ill te#t a$$e## to en#ure t"at t"e% $an
adequatel% a$$e## and mana+e t"e de1i$e
&oc'(ent &escription )i(e *ra(e
ProFe$t Timeline In$lude# maFor mile#tone# in "ard$o!% or
ele$troni$ format '"en t"e de1i$e i# to
$ome on line for NOC mana+ement
Wit"in one >2? 'ee9 of #tart of
!roFe$t
Equi!ment
Confi+uration
Do$ument
A#Ai# do$umentation of Equi!ment
$onfi+uration# in "ard$o!% or ele$troni$
format
Wit"in one >2? 'ee9 of end date of
turnAu!
Pa##'ord
do$umentation
Equi!ment !a##'ord# in "ard$o!% or
ele$troni$ format
Wit"in t"e $u#tomer $"an+e
$ontrol timeframe
Confidential Pa+e + 8/7/14
Futuregen International Pte Ltd
A!!ro1al
At t"e $om!letion of ea$" Site In#tallation;De1i$e In#tallation= *uture+en #"all $om!lete t"e Site
A$$e!tan$e do$umented in #$"edule 2= and re$ord t"e num&er of Cu#tomer not Read%
in#tan$e# a# 'ell a# an% ot"er #ur$"ar+e# for t"e Site and o&tain Cu#tomer #i+nAoff
Pri$in+ S$"edule Ea#e Ser1i$e# >O!tional Com!onent# Not In$luded?
.6 SGD !er IP de1i$e !er mont" for 2/ minute re#!on#e time S,A
46 SGD !er IP de1i$e !er mont" for 6 minute re#!on#e time S,A
C'sto(er ,a(e! *'t'regen "nternationa Pte -t$
E%3 E%3
1Customer si(n"ture2 1'uture(en "uthori3ed si(n"ture2
Name3 Name3
14yped or printed n"me2 14yped or printed n"me2
Title3 Title3
Date3 Date3
Confidential Pa+e 1. 8/7/14
Futuregen International Pte Ltd
S$"edule 6 NOC S,A Re#!on#e Time Matri(
Professiona Services / Priorit0 -eve &efinitions!
Priorit0
&efinition /
&escription
"nitia
Co(('nication
1ec'rring
Co(('nication
Co(('nication
Content
Contact 2eans
2
Cu#tomer@#
!rodu$tion net'or9
i# do'n= and a
$riti$al im!a$t to
&u#ine## o!eration#
'ill o$$ur if #er1i$e
i# not re#tored
qui$9l% No
'or9around i#
a1aila&le
*uture+en NOC
!ro1ide# notifi$ation
'it"in five (5%
(in'tes of re$ei!t
of Priorit%A2 Ser1i$e
Reque#t
*uture+en A##i+ned
SE !ro1ide# #tatu#
u!date# on an
3o'r0 &a#i# for t"e
duration of t"e
outa+e
Current Statu#=
R*O and E#timated
Re#olution Time
Cu#tomer@#
$"oi$e of 1oi$e or
email
$ommuni$ation
.
Cu#tomer@#
!rodu$tion net'or9
i# #e1erel%
de+raded= affe$tin+
#i+nifi$ant a#!e$t#
of &u#ine##
o!eration# No
'or9around i#
a1aila&le
*uture+en NOC
!ro1ide# notifi$ation
'it"in ten (1.%
(in'tes of re$ei!t
of Priorit%A. Ser1i$e
Reque#t
*uture+en A##i+ned
SE !ro1ide# #tatu#
u!date# e1er% t4o
(2% 3o'rs for t"e
duration of t"e
outa+e
Current Statu#=
R*O and E#timated
Re#olution Time
Cu#tomer@#
$"oi$e of 1oi$e or
email
$ommuni$ation
4
Cu#tomer@# net'or9
!erforman$e i#
de+raded Net'or9
fun$tionalit% i#
noti$ea&l% im!aired=
&ut mo#t &u#ine##
o!eration# $ontinue
*uture+en NOC
!ro1ide# notifi$ation
'it"in t"irt% (3.%
(in'tes of re$ei!t
of Priorit%A4 Ser1i$e
Reque#t
*uture+en A##i+ned
SE !ro1ide# #tatu#
u!date# e1er%
t4eve (12% 3o'rs
for t"e duration of
t"e outa+e
Current Statu#=
R*O and E#timated
Re#olution Time
Cu#tomer@#
$"oi$e of 1oi$e or
email
$ommuni$ation
5
Cu#tomer need#
information or
a##i#tan$e
$on$ernin+ !rodu$t
$a!a&ilitie#= !rodu$t
in#tallation= or &a#i$
!rodu$t
$onfi+uration
*uture+en NOC
!ro1ide# notifi$ation
'it"in t4o (2%
3o'rs of re$ei!t of
Priorit%A5 Ser1i$e
Reque#t
*uture+en A##i+ned
SE !ro1ide# #tatu#
u!date# e1er%
t4ent0 fo'r (24%
3o'rs for t"e
duration of t"e
outa+e
Current Statu#=
R*O and E#timated
Re#olution Time
Cu#tomer@#
$"oi$e of 1oi$e or
email
$ommuni$ation
Note3 De$laration of Priorit% ,e1el 'ill &e made &% t"e Client u#in+ t"e definition# a&o1e
Confidential Pa+e 11 8/7/14
Futuregen International Pte Ltd
.ction
O!en Trou&leATi$9et= Notif% Cu#tomer
U!date Trou&leATi$9et 'it" R*O and Carrier Trou&leATi$9etK= Notif%
Cu#tomer
Re+ular #tatu# u!date# until #er1i$e i# re#tored
.ction
O!en Trou&leATi$9et= Notif% Cu#tomer
Sin+le u!date '"en !o'er i# re#tored
.ction
O!en Trou&leATi$9et= Notif% Cu#tomer
U!date Trou&leATi$9et 'it" R*O= Manufa$turer RMAK and ETA
Re+ular #tatu# u!date# until #er1i$e i# re#tored
.ction
O!en Trou&leATi$9et= Notif% Cu#tomer
Sin+le u!date '"en Maintenan$e Windo' i# $om!lete and #er1i$e i#
re#tored
Confidential Pa+e 12 8/7/14