Specifications

5
3.1.11.1 It shall be possible to integrate device management tools from device vendors like
Cisco, Nortel, D-link etc.
3.1.11.2 It shall allow you to launch the specific web-based device management tools from
central NMS console itself.
3.1.11.3 It shall be possible to integrate any other element management system traps/events if
required
4 Security Management
The Service Provider would be responsible for managing a secured environment. He will be
responsible for security monitoring of the network.
4.1 Manage Security – Execute recurring security processes, such as administration of
identities, management of standard and policies and operation of a centralized repository
of security information. Service provider will be responsible for :
4.1.1 Defining security policy for firewall & periodic review of the firewall configuration
4.1.2 Implement access rules for departments to be connected to BBMB.
4.1.3 Log Generation, analysis & reports for firewall system.
4.1.4 Reports for the firewall shall be submitted on monthly basis. The format will be finalized
after discussions.
4.1.5 Resolve Security issues by maintaining an up-to-date environment, including patching
vulnerable system and applying incremental additions and security updates to existing
system.
4.1.6 Provide the Content filtering services thru Web Sense Content filtering software &
providing various reports like web sites visited users wise, top downloads user wise,
protocol based usage of users etc. Report of Violation by users as per the BBMB policy.
4.1.7 Adherence to all security guidelines issued by BBMB.
4.2 Incident Response – Any security incident need to be met by an appropriate security
response by service provider. An appropriate response mechanism should be put to take
care of any security incident .The Service provider should detect threat, prevent
vulnerability exposure, stabilize incident, repair vulnerabilities, investigate incident, report
incident & recover operations.
5 Service Level Agreement
5.1 BBMB IT Infrastructure covered in the scope of these services. 97% uptime shall be
assured for critical infrastructure under FM Services while 95% for rest of the equipment.
The working hours of BBMB offices are from 9:00 AM to 5:00 PM, 5 days a week. All the
uptime calculations shall be based on the 8-hour schedule.
5.2 Service Methodology & Metrics
Calls will be classified based on the criticality and their nature. Total service deliverables
will be measured based on a clearly charted metrics. Each service request will be
classified into one of the 3 priority levels for response and resolution time adherence:
9 Severity Level 1 – A problem which affects BBMB’s business objective / critical
Infrastructure, pre-defined important users (max. 15) in their immediate working, like
problem in Servers, Routers and Central Switches.
9 Severity Level 2 – A problem, which affects an individual user or user system like
problem in individual user’s desktops or office application etc.
9 Severity Level 3 – Problems falling in the category other then the two described above
like change in configuration process etc.
Service Metrics
Service level Metrics for various activities should be as given below:
Service Category Response Time Resolution Time
Severity Level 1 95% in < 2 Hours For
equipment at Chandigarh & < 8
Hours for outside stations
100% in < 16 Hours
95% in < 8 Hours For
equipment at Chandigarh & <
16 Hours for outside stations
100% in < 24 Hours
Severity Level 2 100% < 8 Hours for equipment
at Chandigarh & < 16 Hours for
outside locations
100% in < 24 Hrs
Severity Level 3 100% < 24 Hours 100 % in < 72 Hrs