1. 24 hour-a-day, 7 day-a-week remote monitoring of devices covered under agreement.
2. Monitoring shall consist of a Unix server running Scotty SNMP management software.
3. Initiate Trouble Ticket response plan upon indication of network outage.
4. Dispatch to client site a DIGITEX Technician with replacement hardware to resolve hardware issues.
5. Notify and coordinate with service provider to quickly isolate circuit and network outages.
6. Provide client with periodic reports detailing trouble tickets that have been issued and current status.

Digitex will serve as single point of contact for network issues covered under current agreement. Digitex Network Operation Center will follow a specific call procedure to insure prompt and efficient service.

1. Monitoring technician is notified by Management Station of a problem on the network.
2. The monitoring technician will generate a trouble ticket to be used for call tracking.
3. The monitoring technician will notify client's help desk to report nature of failure, location of failure, and trouble ticket number.
4. The monitoring technician will identify the problem utilizing Network Management Station, and or Telnet to router.

    5. When network is restored to normal operation, client's help desk will be notified and trouble ticket will be closed.
    6. Client will be provided a periodic report detailing status on open and closed trouble tickets, concerns and recommendations
        regarding network operation.

In order to assure prompt and effective network management, Digitex will assign a priority status for each network interruption.

Call Priority Classifications are as follows:

1. Priority 1 (high) - Network functionality severely handicapped no workaround available.
2. Priority 2 (medium) - Limited functionality, workaround available.
3. Priority 3 (low) - General questions.

Client shall notify Digitex of predetermined times when there will be outages of service due to software and hardware updates and maintenance. Digitex is not responsible for issues created by hardware and/or software updates or upgrades, and or any hardware and or software changes made to the network not specified in the Agreement.

During the period of Network Management, monitoring may be interrupted unexpectedly due to carrier issues. If this occurs, Digitex will activate the secondary NOC location. Upon restoration of circuit, primary NOC in St. Louis will be reactivated.

Services under this Agreement require the Client to supply access to certain information, computer and communications equipment, and components as required to fulfill the terms of this Agreement. Digitex shall maintain all information so supplied as confidential to client and shall not disclose to others, except Digitex's employees and sub-contractors, without prior approval in writing by Client.

Digitex also incorporates a Call Escalation procedure to inform management of critical situations. This enables Digitex to deploy additional resources when required.

• Monitoring Tech Immediate Immediate 2 Hours
• Network Tech 1 Hour 4 Hours 6 Hours
• Network Engineer 2 Hours 6 Hours 24 Hours
• Service Manager 4 Hours 10 Hours N/A
• Vice President 6 Hours 24 Hours N/A

The Call Escalation procedure is designed to solve network issues before they become critical. Each level represents an increased ability to dedicate resources within and outside of Digitex. Those abilities include the following:

1. Monitoring Technician

1. Confirm nature of failure utilizing Network Management Station.
2. Contact carrier to isolate circuit issues.
3. Contact client Help Desk to inquire about possible changes within the network
4. Dispatch Digitex technician to client site for equipment replacement and/or failure analysis.
5. Escalate to Digitex Network Technician.

2. Network Technician

1. Open call with vendor Tech Support.
2. Investigate possible software issues.
• Initiate remote access to the network by the equipment vendor for diagnosis.
• Investigate alternate solutions.
3. Escalate to Digitex Network Engineer.

3. Network Engineer

• Contact vendor engineering staff directly.
• Initiate on-site support from vendor.
• Escalate to Service Manager.

4. Service Manager

• Escalate issue to vendor management.
• Escalate issue to carrier management.

• Dispatch additional resources to client site, i.e. Network Engineer.
• Approve use of additional equipment to support alternate solution.
• Approve use of resources outside of Digitex, i.e. Consultants, Network Specialist.

• Escalate to Vice President of Operations.

5. Vice President of Operations                                                                            

• Escalate issue to vendor upper management, i.e. District Manager.
• Dispatch any Digitex resources required.                                                                                                                                HOME