EDS RESPONSIBILITIES. (a) EDS will provide a dedicated toll-free telephone number for End-Users to reach the EDS Help Desk for password reset issues and a dedicated toll free number for the Customer Help Desk to forward network and system related problem calls to the EDS Help Desk.
(b) The EDS Help Desk will be responsible for LACs for user IDs and privileges.
EDS RESPONSIBILITIES. (a) EDS will make security changes and establish user IDs on the servers and network.
(b) EDS will log, monitor and report on Service Requests.
EDS RESPONSIBILITIES. (a) The EDS Help Desk will be responsible for logical network and system Service Requests from receipt through resolution. Resolution is determined by the End-User and pursued by the EDS Help Desk through established follow-up procedures.
(b) EDS will provide Help Desk reports and data files as mutually agreed upon.
EDS RESPONSIBILITIES. (a) EDS will monitor the network resources and maintain logical availability for all monitored devices.
(b) EDS will provide availability reports (See Exhibit A - Report List) to Customer monthly capturing the time the network was available (up time). Up time excludes scheduled maintenance.
EDS RESPONSIBILITIES. (a) EDS will monitor the following items:
(1) Disk utilization.
(2) CPU utilization.
(3) Uptime analysis.
EDS RESPONSIBILITIES. (a) EDS will measure and record data and provide report information regarding the performance and capacity of the managed servers. A schedule of reports are included in Exhibit A - Report List. .
(b) EDS will perform long-term trending of the utilization of key system resources and recommendations for replacement/upgrade of resources.
(c) EDS will generate utilization and availability reports containing such information and being in a format and at a frequency as mutually agreed.
EDS RESPONSIBILITIES. (a) EDS will conduct performance tuning according to mutually agreed thresholds.
EDS RESPONSIBILITIES. (a) EDS will remotely configure network printers and print queues. The queue manager has the ability to schedule, delete and pause print jobs.
EDS RESPONSIBILITIES. (a) EDS will configure the system disks to be used for operating system areas, swap or paging areas, an area for the system to use for temporary files, an application area and End-User area.
(b) EDS will maintain network file services by documenting and verifying that proper naming standards and End-User permissions are used for directories and files.
EDS RESPONSIBILITIES. (a) EDS will coordinate names and addresses to provide consistency within the environment and to provide server administration.
