The last ½ mile

For departments that require end-to-end networking support, Level 1 and 2 service can be supplemented with Level 3 service, also called Switch/Hub Management Service. This optional contract service extends network management and support to include local switches and hubs located in the customer's telephone/data closet.

Components of this service include:

• Installation and configuration of customer-owned network equipment (switches and hubs).
• Installation and configuration of subsequent upgrades.
• Performing required network equipment moves.
• 7x24 monitoring of network equipment.
• Telephone support provided 24x7 for critical problems; for routine questions and concerns, phone support is available during business hours.
• Remote diagnostics, troubleshooting, and resolution of network equipment problems.
• 7x24 onsite service for critical problems, as required.
• Web access to equipment utilization and error reports.
• Installation of replacement equipment, as required.

Onsite service response time
During business hours (Monday to Friday, 8:30 a.m. to 6 p.m.) the on-site response time is 30 minutes. During nights, weekends, and holidays, there is a 4-hour onsite response.

NOTE: For departments located in the Longwood Medical Area, the response time during business hours may be longer than 30 minutes, due to traffic delays.

Closet access
The NOC staff will maintain keys for all telecommunications closets and will be responsible for ensuring the integrity of the closet and related data. Departments requiring access to telephone closets for patch cord access will assume responsibility for telecommunications closet accuracy unless special arrangements have been made with the NOC for joint management.