Availability (TIC Portal) Routine – Grade of Service (Failover Time) Grade of Service (Monitoring and Correlation) – Managed Trusted Routine Internet Protocol Grade of Service (Monitoring and Correlation) – Service Trusted MTIPS-TIC Critical C.2.8.4.4 – Internet Connection Grade of Service (Configuration/ Rule Change) Portal Notification (Firewall Security) Event Notification (Intrusion Detection/ Prevention Security) Grade of Service (Virus Updates and Bug Fixes) Availability (Port) Routine – Managed Trusted Availability (Port) Critical – Internet Protocol Latency (CONUS) Routine – Service Transport MTIPS Latency Critical C.2.8.4.4 – – Collection and GOS (Data Delivery Rate) Routine – Distribution GOS (Data Delivery Rate) Critical – Event Notification (Security Incident Reporting) Availability Event Notification Managed Security Grade of Service (Configuration Change, Virus MSS C.2.8.5.4 Service Updates) Incident Response Time (Telephone) Incident Response Time (On-Site) Availability Event Notification Managed Mobility MMS Grade of Service (Configuration Change) C.2.8.6.4 Service Incident Response Time (Telephone) Incident Response Time (Dispatch) Audio Conferencing Availability ACS C.2.8.7.4 Service GOS (Operator Assistance Response Delay) Video Teleconferencing Availability VTS C.2.8.8.4 Service Grade of Service (Completed Service Requests) DHS Intrusion Performance metrics for this service be defined Prevention Security DIPSS C.2.8.9.4 in the TO Service Incident-Based Service SLA References Service Section C Service ID Reference Virtual Private Network Service VPNS C.2.1.1.4
Managed Trusted Internet Protocol Service – Trusted Internet Connection Portal MTIPS-TIC Availability (TIC Portal) – Routine Grade of Service (Failover Time) Grade of Service (Monitoring and Correlation) – Routine Grade of Service (Monitoring and Correlation) – Critical Grade of Service (Configuration/ Rule Change) Notification (Firewall Security) Event Notification (Intrusion Detection/ Prevention Security) Grade of Service (Virus Updates and Bug Fixes) C.2.8.4.4 Managed Trusted Internet Protocol Service – Transport Collection and Distribution MTIPS Availability (Port) – Routine Availability (Port) – Critical Latency (CONUS) – Routine Latency – Critical GOS (Data Delivery Rate) – Routine GOS (Data Delivery Rate) – Critical Event Notification (Security Incident Reporting) C.2.8.4.4 Managed Security Service MSS Availability Event Notification Grade of Service (Configuration Change, Virus Updates) Incident Response Time (Telephone) Incident Response Time (On-Site) C.2.8.5.4 Managed Mobility Service MMS Availability Event Notification Grade of Service (Configuration Change) Incident Response Time (Telephone) Incident Response Time (Dispatch) C.2.8.6.4 Audio Conferencing Service ACS Availability GOS (Operator Assistance Response Delay) C.2.8.7.4 Video Teleconferencing Service VTS Availability Grade of Service (Completed Service Requests) C.2.8.8.4 DHS Intrusion Prevention Security Service DIPSS Performance metrics for this service be defined in the TO C.2.8.9.4 Incident-Based Service SLA References Service Service ID Section C Reference Virtual Private Network Service VPNS C.2.1.1.4
EIS_MOPS_Handbook.docx