# ATTACHMENT D --Reserved

# ATTACHMENT E - ODIN SERVICE MODEL {R2}

# E.1 OVERVIEW OF SERVICE MODEL

Desktop services (including network services which are bundled with the
desktop) described by this Service Model are composed of a set of IT
characteristics (e.g., hardware and software acquisition, installation,
maintenance, refreshment, administration, network access, customer
support, relocation, training). These desktop services are bundled
according to NASA's functional and performance requirements into one of
several \"service categories." This bundling includes any servers (e.g.,
email, print, file, and similar end user and domain based application
servers) and/or "back office" products and services required to deliver
the functionality to the desktop seats. The unit of purchase for these
service categories is referred to as a "seat". Currently, nine service
categories are required within the desktop service model; for each of
these service categories, standard services are denoted with the letter
"S" and optional service levels, where available, are denoted by the
letter "O". The options for each desktop seat type are shown in the
Summary (Desktop Seat Table) in section E.2.1.1 with an "O" designator
in the table. Only seat types with an "O" designator for a service level
may order that optional service. Additional functionality to customize
the seats is available through the Catalog of Services and Commercial
Components (CSCC), as detailed in Attachment G.

Server services provide institutional capabilities through ODIN servers
at a fixed price per unit. Pricing for all requirements to provide these
services is bundled into the fixed price per unit, including hardware
and software acquisition and maintenance, network access/connectivity,
and system administration. Four categories of server services are
defined.

Communication services (other than the network services bundled into the
desktop and/or server services) are to be provided as separate service
categories. Pricing for all requirements to provide these services,
including all communications infrastructure support, is bundled into the
fixed price per service category. Some of these communication services
are to be available on a per unit basis (e.g., phones, faxes) and employ
a \"seat\" model similar to the desktops while others are provided on a
per system basis.

## E.1.1 SERVICE LEVELS

Each of the services bundled with a seat are defined in terms of
characteristics that describe the level or quality of that service.
Several performance characteristics are common: response time,
resolution time, availability, and customer impact. The services
described in these characteristics are: Hardware maintenance, System
software maintenance, Application software maintenance, Help Desk,
Training, Moves/Adds/Changes, System administration, LAN services and
maintenance, Hardware technology refresh, and Software technology
refresh.

## E.1.2 STANDARD BUNDLES OF SERVICE LEVELS (SEAT TYPES)

The nine desktop seat types defined in this Service Model are
combinations of the above services at the appropriate level of response,
plus the hardware platform required to provide existing and anticipated
desktop usage and communication response times.

## E.1.3 optional SERVICE LEVEL 

The intent of the optional services levels are to allow seat
customization to meet specific individual requirements that are not
satisfied by the standard seat configuration of services, service level,
or platform capability. These options result in alternate seat
capabilities or service response and are to be priced as an incremental
change to the standard seat price for each option.

### E.1.3.1 DESKTOP SERVICES OPTIONs

The options for each desktop seat type are shown in the in section
E.2.1.1 Summary (Desktop Seat Table) with an O designator in the table.
Only seat types with an O designator for a service level may order that
optional service.

### E.1.3.2 SERVER SERVICES OPtions

The options for each server service type are shown in the Server
Services Table in section E.2.2 with an O designator in the table. Only
server types with an O designator for a service level may order that
optional service.

### E.1.3.3 COMMUNICATION SERVICES options

The options for each communication service type are shown in the ODIN
Communication Services Tables in section E.2.3.1 with an O designator in
the table. Only communication service types with an O designator for a
service level may order that optional service.

# E.2 SEATS AND SERVICES

## E.2.1 DESKTOP SEATS

### E.2.1.1 SUMMARY (DESKTOP SEATS TABLE)

Table E.2.1.1 Desktop Seats {R4}

  ----------------------------------------------------------------------------------------------------------------------
  Seat Types                   **GP1**   **GP2**   **GP3**   **SE1**   **SE2**   **SE3**   **MA1**   **MA2**   **NAD**
  ---------------------------- --------- --------- --------- --------- --------- --------- --------- --------- ---------
                                                                                                               

  System Provision:                                                                                            

                                                                                                               

  Platform                                                                                                     

  None                                                                                     **S**     **S**     **S**

  PC/Mac desktops                                                                                              

  Entry-level                  **S**                                                                           

  Mid-level                              **S**               **O**                                             

  High-end                                                   **S**     **O**                                   

  Laptops                                                                                                      

  Entry-level                                      **S**                                                       

  Mid-level                                        **O**                                                       

  High-end                                         **O**     **O**                                             

  Unix desktop                                                                                                 

  Entry-level                                                **O**                                             

  Mid-level                                                            **S**                                   

  High-end                                                                       **S**                         

                                                                                                               

  ODIN Application Software                                                                                    

  None                         **O**     **O**     **O**     **O**     **S**     **S**     **S**     **S**     **S**

  Standard Application         **S**     **S**     **S**     **S**     **O**     **O**                         
  Software Suite                                                                                               

                                                                                                               

  Services:                                                                                                    

  Hardware Maintenance                                                                                         

  None                         **O**     **O**     **O**     **O**     **O**     **O**                         **S**

  Basic                        **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

  Regular                      **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**     **O**

  Premium                      **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

  Critical                     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

                                                                                                               

  System Software Maintenance                                                                                  

  None                         **O**     **O**     **O**     **O**     **O**     **O**                         **S**

  Basic                        **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

  Regular                      **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**     **O**

  Premium                      **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

  Critical                     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

                                                                                                               

  ODIN-Appl Software                                                                                           
  Maintenance                                                                                                  

  None                                                       **O**     **S**     **S**     **S**     **S**     **S**

  Basic                        **O**     **O**     **O**     **S**     **O**     **O**                         

  Regular                      **S**     **S**     **S**     **O**     **O**     **O**                         

  Premium                      **O**     **O**     **O**     **O**     **O**     **O**                         

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**                         

  Critical                     **O**     **O**     **O**     **O**     **O**     **O**                         

                                                                                                               

  Hardware Tech Refresh                                                                                        

  Basic                        **O**     **O**     **O**     **O**     **O**     **O**                         

  Regular                      **O**     **O**     **O**     **O**     **O**     **O**                         

  Premium                      **S**     **S**     **S**     **S**     **S**     **S**                         

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**                         

                                                                                                               

  Software Tech Refresh                                                                                        

  Regular                      **S**     **S**     **S**     **S**     **S**     **S**                         

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**                         

                                                                                                               

  Moves, Adds, Changes                                                                                         

  Regular                      **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

                                                                                                               

  LAN Services                                                                                                 

  No ODIN supplied network     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**
  connection                                                                                                   

  Standalone                   **O**     **O**     **O**     **O**     **O**     **O**     **S**     **S**     

  Remote-S LAN access          **O**     **O**     **S**     **O**     **O**     **O**                         **O**

  Remote-W LAN access          **O**     **O**     **O**     **O**     **O**     **O**                         **O**

  Regular LAN access           **S**     **S**     **O**     **S**     **S**     **S**                         **S**

  Fast LAN access              **O**     **O**     **O**     **O**     **O**     **O**                         **O**

  Huge LAN access                        **O**               **O**     **O**     **O**                         **O**

                                                                                                               

  Integrated Customer                                                                                          
  Support/Help                                                                                                 

  Basic                        **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

  Regular                      **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**     **O**

                                                                                                               

  Training                                                                                                     

  None                         **O**     **O**     **O**     **O**     **O**     **O**     **S**     **S**     **S**

  Basic                        **S**     **S**     **S**     **S**     **S**     **S**                         **O**

                                                                                                               

  System Administration                                                                                        

  Basic                                                      **O**     **O**     **O**     **S**     **S**     **S**

  Regular                      **S**     **S**     **S**     **S**     **S**     **S**     **O**     **O**     **O**

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**                         

                                                                                                               

  Shared Peripheral Services                                                                                   

  None                         **O**     **O**     **O**     **O**     **O**     **O**     **S**     **S**     **S**

  Basic                        **S**     **S**     **S**     **S**     **S**     **S**                         **O**

  Regular                      **O**     **O**     **O**     **O**     **O**     **O**                         **O**

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**                         **O**

                                                                                                               

  File services                                                                                                

  None                         **O**     **O**     **O**     **O**     **O**     **O**     **S**     **S**     **S**

  Basic                        **S**     **S**     **S**     **S**     **S**     **S**                         **O**

  Regular                      **O**     **O**     **O**     **O**     **O**     **O**                         **O**

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**                         **O**

                                                                                                               

  Local Data Backup and                                                                                        
  Restore Services                                                                                             

  None                         **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**

  Basic                        **O**     **O**     **O**     **O**     **O**     **O**                         **O**

  Regular                      **O**     **O**     **O**     **O**     **O**     **O**                         **O**

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**                         **O**

                                                                                                               

  Desktop Conferencing                                                                                         

  None                         **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**     **S**

  Basic                        **O**     **O**     **O**     **O**     **O**     **O**                         

  Enhanced                     **O**     **O**     **O**     **O**     **O**     **O**                         

                                                                                                               

  Laptop Loaner Pool                                                                                           
  Management                                                                                                   

  None                                             **S**     **S**                                             

  Basic                                            **O**     **O**                                             
  ----------------------------------------------------------------------------------------------------------------------

### E.2.1.2 GP1 SEAT DESCRIPTION

**Functionality**: the client computer resources providing a standard
interoperability software and network solution for office automation and
desktop productivity enhancement needs. Functionality includes: word
processing, spreadsheet, presentation graphics, electronic messaging
(e-mail, calendaring, forms), Internet tools (WWW, news, FTP, Telnet,
collaborative tools, etc.), anti-virus.

Platforms in this seat are capable of running the minimum Agency and
Center standard office automation software suite at acceptable
performance levels and meet or exceed the manufacturer's recommended
hardware requirements for each of the office automation software
packages. GP1 platforms are capable of running NASA client-server
applications such as IFMP.

**Standard Services:**

  ---------------------------------------------------------------------------------
  **Service Type**         **Service Level**  **Typical service characteristics**
  ------------------------ ------------------ -------------------------------------
  **Platform**             **PC/Mac-entry**   **Entry level PC/Mac desktop
                                              functionality**

  **Application Software** **Standard**       **Standard application software
                                              suite**

  **HW Maintenance**       **Regular**        **Restore to service by close of next
                                              business day**

  **Systems S/W Maint**    **Regular**        **Restore to service by close of next
                                              business day**

  **Application S/W        **Regular**        **Restore to service by close of next
  Support**                                   business day**

  **Hardware Refreshment** Premium            **System replacement every 3 years**

  **Software Refreshment** **Regular**        **Replace s/w load every 12 months**

  **Moves/Adds/Changes**   **Regular**        **\<= 5 moves/adds/changes completed
                                              within 2 work days**

  **LAN Services**         **Regular LAN**    **Less or equal to 20 mbps**

  **Int. Cust.             **Regular**        **Full, 12x5 6 am to 6 pm**
  Support/Help**                              

  **Training**             **Basic**          **Familiarization with major
                                              upgrades**

  **System                 **Regular**        **User id, s/w distribution, config.
  Administration**                            Mgmt.**

  **Shared Peripheral      **Basic**          **Access to network b&w printers**
  Services**                                  

  **File Services**        **Basic**          **Center standard server space**

  **Local Data Backup and  **None**           **No local data backup and restore
  Restore**                                   services**

  **Desktop Conferencing** **None**           **No desktop conferencing services**

  **Loaner Pool            **None**           **No loaner pool management
  Management**                                services**
  ---------------------------------------------------------------------------------

### E.2.1.3 GP2 SEAT DESCRIPTION

**Functionality**: the client computer resources required to perform
general purpose business and administrative computing employing a
variety of COTS and government provided application solutions.
Functionality includes: business program development (e.g., Visual
Basic, C++) and execution, statistical analysis, desktop publishing,
desktop multimedia development, desktop databases (e.g., Access,
FoxPro), and desktop graphics (e.g., Canvas, Corel Draw) as well as word
processing, spreadsheet, presentation graphics, electronic messaging
(e-mail, calendaring, forms), Internet tools (WWW, news, FTP, Telnet,
collaborative tools, etc.), anti-virus. In comparison to GP1, the GP2
seat is intended to fulfill the requirements of business applications
and program development which require higher processing power, higher
graphics capabilities, increased storage requirements and the capability
for increased network throughput.

Platforms in this seat are capable of running the minimum Agency and
Center standard office automation software suite and the general purpose
business and administrative COTS and government provided application
solutions at acceptable performance levels and meet or exceed the
manufacturer\'s recommended hardware requirements for each of the
software packages.

**Standard Services:**

  ----------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristics]{.underline}**
  ------------------------ ---------------------- ----------------------------------
  **Platform**             **PC/Mac-Mid**         **Mid level PC/Mac desktop
                                                  functionality**

  Application Software     **Standard**           **Standard application software
                                                  suite**

  **HW Maintenance**       **Regular**            **Restore to service by close of
                                                  next business day**

  **Systems S/W Maint.**   **Regular**            **Restore to service by close of
                                                  next business day**

  **Application S/W        **Regular**            **Restore to service by close of
  Support**                                       next business day**

  **Hardware Refreshment** **Premium**            **System replacement every 3
                                                  years**

  **Software Refreshment** **Regular**            **Replace S/W load every 12
                                                  months**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes
                                                  completed within 2 work days**

  **LAN Services**         **Regular LAN**        **Less or equal to 20 Mbps**

  **Int. Cust.             **Regular**            **Full, 12x5 6 AM to 6 PM**
  Support/Help**                                  

  **Training**             **Basic**              **Familiarization with major
                                                  upgrades**

  **System                 **Regular**            **User ID, S/W distribution,
  Administration**                                Config. Mgmt.**

  **Shared Peripheral      **Basic**              **Access to network B&W printers**
  Services**                                      

  **File Services**        **Basic**              **Center standard server space**

  **Local Data Backup and  **None**               **No local data backup and restore
  Restore**                                       services**

  **Desktop Conferencing** **None**               **No desktop conferencing
                                                  services**

  **Loaner Pool            **None**               **No loaner pool management
  Management**                                    services**
  ----------------------------------------------------------------------------------

### E.2.1.4 GP3 SEAT DESCRIPTION

**Functionality**: the laptop computer resources providing a standard
interoperability software for office automation and mobile productivity
enhancement needs. Functionality includes: word processing, spreadsheet,
presentation graphics, electronic messaging (e-mail, calendaring,
forms), Internet tools (WWW, news, FTP, Telnet, collaborative tools,
etc.), anti-virus.

This seat is intended to fulfill the majority of NASA's requirements for
portable computing. These requirements include support for the user who
(1) needs full desktop capabilities from various locations within a
Center (with ease of mobility) with seat functionality intact, (2) needs
access to resources (e.g., e-mail, files) at the Center while away from
the office, and (3) makes high quality presentations while on travel
(e.g., connection to projection system). Optional capabilities which
expand the portable computing environment when working in the office
environment include a connection to a docking station or to a monitor.
Users may order optional PDAs and palmtops to access Center resources
locally or remotely through the CSCC.

Platforms in this seat are capable of running the minimum Agency and
Center standard office automation software suite at acceptable
performance levels and meet or exceed the manufacturer's recommended
hardware requirements for each of the office automation software
packages.

**Standard Services:**

  ---------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristics]{.underline}**
  ------------------------ ---------------------- ---------------------------------
  **Platform**             **Laptop-Entry**       **Entry Level PC/Mac Laptop
                                                  functionality**

  **Application Software** **Standard**           **Standard application software
                                                  suite**

  **HW Maintenance**       **Regular**            **Restore to service by close of
                                                  next business day**

  **System Maintenance**   **Regular**            **Restore to service by close of
                                                  next business day**

  **Application S/W        **Regular**            **Restore to service by close of
  Support**                                       next business day**

  **Hardware Refreshment** **Premium**            **System replacement every 3
                                                  years**

  **Software Refreshment** **Regular**            **Replace S/W load every 12
                                                  months**

  **Moves/ Adds/Changes**  **Regular**            **\<= 5 moves/adds/changes
                                                  completed within 2 work days**

  **LAN Services**         **Remote-S**           **Standard Modem access to LAN**

  **Int. Cust.             **Regular**            **Full, 12x5 6 AM to 6 PM**
  Support/Help**                                  

  **Training**             **Basic**              **Familiarization with major
                                                  upgrades**

  **System                 **Regular**            **User ID, S/W distribution,
  Administration**                                Config. Mgmt.**

  **Shared Peripheral      **Basic**              **Access to network B&W
  Services**                                      printers**

  **File Services**        **Basic**              **Center standard server space**

  **Local Data Backup and  **None**               **No local data backup and
  Restore**                                       restore services**

  **Desktop Conferencing** **None**               **No desktop conferencing
                                                  services**

  **Loaner Pool            **None**               **No loaner pool management
  Management**                                    services**
  ---------------------------------------------------------------------------------

### E.2.1.5 SE1 SEAT DESCRIPTION

**Functionality**: the client computer resources provides desktop
services for a wide range of entry level scientific and engineering
(S&E) service needs. The functionality is typically met by a high-end
PC/Mac desktops or portables or entry level UNIX platforms (including
X-Terminals). Functionality includes: capability of running commonly
used S&E applications (software development, GIS, CAD, CAE, CAM) as well
as word processing, spreadsheet, presentation graphics, electronic
messaging (e-mail, calendaring, forms), Internet tools (WWW, news, FTP,
Telnet, collaborative tools, etc.), anti-virus. Platforms in this seat
are also capable of running /accessing the minimum Agency and Center
standard office automation software suite at acceptable performance
levels.

**Standard Services:**

  --------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristics]{.underline}**
  ------------------------ ---------------------- --------------------------------
  **Platform**             **PC/Mac-High**        **High-end PC/Mac desktop
                                                  functionality**

  **Application Software** **Standard**           **Standard application software
                                                  suite**

  **HW Maintenance**       **Regular**            **Restore to service by close of
                                                  next business day**

  **Systems S/W Maint**    **Regular**            **Restore to service by close of
                                                  next business day**

  **Application S/W        **Regular**            **Restore to service by close of
  Support**                                       next business day**

  **Hardware Refreshment** **Premium**            **System replacement every 3
                                                  years**

  **Software Refreshment** **Regular**            **Replace S/W load every 12
                                                  months**

  **Moves/ Adds/Changes**  **Regular**            **\<= 5 moves/adds/changes
                                                  completed within 2 work days**

  **LAN Services**         **Regular LAN**        **Less or equal to 20Mbps**

  **Int. Cust.             **Regular**            **Full, 12x5 6 AM to 6 PM**
  Support/Help**                                  

  **Training**             **Basic**              **Familiarization with major
                                                  upgrades**

  **System                 **Regular**            **User ID, S/W distribution,
  Administration**                                Config. Mgmt.**

  **Shared Peripheral      **Basic**              **Access to network B&W
  Services**                                      printers**

  **File Services**        **Basic**              **Center standard server space**

  **Local Data Backup and  **None**               **No local data backup and
  Restore**                                       restore services**

  **Desktop Conferencing** **None**               **No desktop conferencing
                                                  services**

  **Loaner Pool            **None**               **No loaner pool management
  Management**                                    services**

                                                  
  --------------------------------------------------------------------------------

### E.2.1.6 SE2 SEAT DESCRIPTION

**Functionality**: the client computer resources provides desktop
services for a wide range of mid-level scientific and engineering (S&E)
service needs. The functionality is typically met by a high-end PC/Mac
or mid-level UNIX platform. Functionality includes: capability of
running commonly used S&E applications (software development, GIS, CAD,
CAE, CAM, visualization) as well as Functionality includes: word
processing, spreadsheet, presentation graphics, electronic messaging
(e-mail, calendaring, forms), Internet tools (WWW, news, FTP, Telnet,
collaborative tools, etc.) anti-virus.

Platforms in this seat are also capable of accessing the minimum Agency
and Center standard office automation software suite at acceptable
performance levels.

**Standard Services:**

  ---------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristics]{.underline}**
  ------------------------ ---------------------- ---------------------------------
  **Platform**             **UNIX-Mid**           **Mid-level UNIX workstation**

  **Application Software** **None**               **No standard S/W**

  **HW Maintenance**       **Regular**            **Restore to service by close of
                                                  next business day**

  **Systems S/W Maint**    **Regular**            **Restore to service by close of
                                                  next business day**

  **Application S/W        **Regular**            **Restore to service by close of
  Support**                                       next business day**

  **Hardware Refreshment** **Premium**            **System replacement every 3
                                                  years**

  **Software Refreshment** **Regular**            **Replace S/W load every 12
                                                  months**

  **Moves/ Adds/Changes**  **Regular**            **\<= 5 moves/adds/changes
                                                  completed within 2 work days**

  **LAN Services**         **Regular LAN**        **Less or equal to 20Mbps**

  **Int. Cust.             **Regular**            **Full, 12x5 6 AM to 6 PM**
  Support/Help**                                  

  **Training**             **Basic**              **Familiarization with major
                                                  upgrades**

  **System                 **Regular**            **User ID, S/W distribution,
  Administration**                                Config. Mgmt.**

  **Shared Peripheral      **Basic**              **Access to network B&W
  Services**                                      printers**

  **File Services**        **Basic**              **Center standard server space**

  **Local Data Backup and  **None**               **No local data backup and
  Restore**                                       restore services**

  **Desktop Conferencing** **None**               **No desktop conferencing
                                                  services**

  **Loaner Pool            **None**               **No loaner pool management
  Management**                                    services**
  ---------------------------------------------------------------------------------

### E.2.1.7 SE3 SEAT DESCRIPTION

**Functionality**: The client computer resources provides desktop
services for a wide range of high level scientific and engineering (S&E)
service needs. The functionality is typically met by a high-end UNIX
platform. Functionality includes: capability of running commonly used
and advanced S&E applications software development, GIS, CAD, CAE, CAM,
high performance visualization) as well as word processing, spreadsheet,
presentation graphics, electronic messaging (e-mail, calendaring,
forms), Internet tools (WWW, news, FTP, Telnet, collaborative tools,
etc.), anti-virus.

Platforms in this seat are also capable of accessing the minimum Agency
and Center standard office automation software suite at acceptable
performance levels.

**Standard Services:**

  --------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristics]{.underline}**
  ------------------------ ---------------------- --------------------------------
  **Platform**             **UNIX-High**          **High-end UNIX workstation**

  **Application Software** None                   **No standard S/W**

  **HW Maintenance**       **Regular**            **Restore to service by close of
                                                  next business day**

  **Systems S/W Maint**    **Regular**            **Restore to service by close of
                                                  next business day**

  **Application S/W        **Regular**            **Restore to service by close of
  Support**                                       next business day**

  **Hardware Refreshment** **Premium**            **System replacement every 3
                                                  years**

  **Software Refreshment** **Regular**            **Replace S/W load every 12
                                                  months**

  **Moves/ Adds/Changes**  **Regular**            **\<= 5 moves/adds/changes
                                                  completed within 2 work days**

  **LAN Services**         **Regular LAN**        **Less or equal to 20Mbps**

  **Int. Cust.             **Regular**            **Full, 12x5 6 AM to 6 PM**
  Support/Help**                                  

  **Training**             **Basic**              **Familiarization with major
                                                  upgrades**

  **System                 **Regular**            **User ID, S/W distribution,
  Administration**                                Config. Mgmt.**

  **Shared Peripheral      **Basic**              **Access to network B&W
  Services**                                      printers**

  **File Services**        **Basic**              **Center standard server space**

  **Local Data Backup and  **None**               **No local data backup and
  Restore**                                       restore services**

  **Desktop Conferencing** **None**               **No desktop conferencing
                                                  services**

  **Loaner Pool            **None**               **No loaner pool management
  Management**                                    services**
  --------------------------------------------------------------------------------

### E.2.1.8 MA1 SEAT DESCRIPTION

**Functionality**: Provides standard hardware maintenance services for
PC and Mac computer system hardware, including CPU, memory, monitor,
keyboard, mouse and designated peripherals. The purpose of this seat
type is to primarily provide hardware maintenance for PCs and Macs used
in very specialized systems, such as test facilities, with very
customized, unique application software for data acquisition, reduction
or control of the facility during tests. The desktops in this seat type
do not require connectivity to an ODIN managed network. System
administration and system software services are provided to handle
maintenance functions below the application software. Moves/adds/changes
are provided to accommodate the installation of catalog orders.

**Standard Services:**

  -------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristics]{.underline}**
  ------------------------ ---------------------- -------------------------------------
  **Platform**             **None**               **No hardware is provided by the
                                                  outsource vendor**

  **Application Software** **None**               **No software suite provided**

  **HW Maintenance**       **Regular**            **Restore to service by close of next
                                                  business day**

  **Systems S/W Maint.**   **Regular**            **Restore to service by close of next
                                                  business day**

  **Application S/W        **None**               **No support for ODIN provided
  Support**                                       application suite**

  **Moves/Adds/Changes**   **Regular**            **Catalog orders
                                                  installed/operational in 10 work
                                                  days**

  **LAN Services**         **Standalone**         **No network connection**

  Int. Cust. Support/Help  **Regular**            **Full, 12x5 6 AM to 6 PM**

  **Training**             **None**               **No training is provided**

  **System                 **Basic**              **User controlled**
  Administration**                                

  **Shared Peripheral      **None**               **No access to network B&W printers**
  Services**                                      

  **File Services**        **None**               **No server space**

  **Local Data Backup and  **None**               **No local data backup and restore
  Restore**                                       services**

  **Desktop Conferencing** **None**               **No desktop conferencing services**

  Loaner Pool Management   **None**               **No loaner pool management
                                                  services**
  -------------------------------------------------------------------------------------

### E.2.1.9 MA2 SEAT DESCRIPTION

**Functionality**: Provides standard hardware maintenance services for
mid and high level computer system hardware, including CPU, memory,
monitor, keyboard, mouse and designated peripherals. The purpose of this
seat type is to primarily provide hardware maintenance for UNIX
platforms, or the equivalent, used in very specialized systems, such as
test facilities, with very customized, unique application software for
data acquisition, reduction or control of the facility during tests. The
desktops in this seat type do not require connectivity to an ODIN
managed network. System administration and system software services are
provided to handle maintenance functions below the application software.
Moves/adds/changes are provided to accommodate the installation of
catalog orders.

**Standard Services:**

  ------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristics]{.underline}**
  ------------------------ ---------------------- ------------------------------------
  **Platform**             **None**               **No hardware is provided by the
                                                  outsource vendor**

  **Application Software** **None**               **No software suite provided**

  **H/W Maintenance**      **Regular**            **Restore to service by close of
                                                  next business day**

  **Systems S/W Maint**    **Regular**            **Restore to service by close of
                                                  next business day**

  **Application S/W        **None**               **No support for ODIN provided
  Support**                                       application software**

  **Moves/Adds/Changes**   **Regular**            **Catalog orders
                                                  installed/operational in 10 work
                                                  days**

  **LAN Services**         **Standalone**         **No network connection**

  **Int. Cust.             **Regular**            **Full, 12x5 6 AM to 6 PM**
  Support/Help**                                  

  **Training**             **None**               **No training is provided**

  **System                 **Basic**              **User controlled**
  Administration**                                

  **Shared Peripheral      **None**               **No access to network B&W
  Services**                                      printers**

  **File Services**        **None**               **No server space**

  **Local Data Backup and  **None**               **No local data backup and restore
  Restore**                                       services**

  **Desktop Conferencing** **None**               **No desktop conferencing services**

  **Loaner Pool            **None**               **No loaner pool management
  Management**                                    services**
  ------------------------------------------------------------------------------------

### E.2.1.10 NAD SEAT DESCRIPTION

**Functionality**: Provides connectivity to the ODIN network for
customer provided desktops, servers and peripherals. Functionality
includes: the physical interface (wall-plate, connector, etc.), network
administration (protocol services, IP address management, logical
connectivity, security), the ability to provide services to the network,
backoffice connectivity for electronic messaging (e-mail, calendaring,
forms) and Internet tools (WWW, news, FTP, Telnet, collaborative tools,
etc.), and optionally ODIN services (system software services, print
services, file services, server services, shared resources, etc.).

Typical examples of usage for NAD services include**:**

-   Non-ODIN maintained computers (workstations, central systems, mass
    storage systems, midrange, mainframes)

-   Non-ODIN X-terminals and network computers

-   Non-ODIN Lab equipment and experimental test facility systems (data
    acquisition, simulation, integration and test)

-   Any non-ODIN Peripherals (Printers, Scanners, etc.) which require
    system administration

    **Standard Services:**

  -----------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristics]{.underline}**
  ------------------------ ---------------------- -----------------------------------
  **Platform**             **None**               **No hardware is provided**

  **Application Software** **None**               **No standard S/W**

  **H/W Maintenance**      **None**               **No hardware maintenance
                                                  provided**

  **Systems S/W Maint**    **None**               **No system software maintenance**

  **Application S/W        **None**               **No support for ODIN provided
  Support**                                       application suite**

  **Moves/ Adds/Changes**  **Regular**            **\<= 5 moves/adds/changes
                                                  completed within 2 work days**

  **LAN Services**         **LAN Regular**        **Less or equal to 20Mbps**

  **Int. Cust.             **Regular**            **Full, 12x5 6 AM to 6 PM**
  Support/Help**                                  

  **Training**             **None**               **No training is provided**

  **System                 **Basic**              **Protocol administration and
  Administration**                                security**

  **Shared Peripheral      **None**               **No access to network B&W
  Services**                                      printers**

  **File Services**        **None**               **No server space**

  **Local Data Backup and  **None**               **No local data backup and restore
  Restore**                                       services**

  **Desktop Conferencing** **None**               **No desktop conferencing
                                                  services**

  **Loaner Pool            **None**               **No loaner pool management
  Management**                                    services**
  -----------------------------------------------------------------------------------

## E.2.2 SERVER SERVICES 

### E.2.2.1 SUMMARY (SERVER SERVICES TABLE)

Table E.2.2.1 Summary -- Server Services {R4}

  ----------------------------------------------------------------------------
  **Server Service Type**        **WEB1**   **APP1**   **COMP1**   **FILE1**
  ------------------------------ ---------- ---------- ----------- -----------
  System Administration                                            

  Regular                        **O**      **O**      **O**       **O**

  Enhanced                       **S**      **S**      **S**       **S**

                                                                   

  Maintenance                                                      

  Regular                        **O**      **O**      **O**       **O**

  Premium                        **O**      **O**      **O**       **O**

  Enhanced                       **S**      **S**      **S**       **S**

  Critical                       **O**      **O**      **O**       **O**

                                                                   

  Storage Volume                                                   

  None                                                 **O**       

  Basic                          **S**      **O**      **O**       **O**

  Regular                        **O**      **S**      **O**       **S**

  Premium                        **O**      **O**      **S**       **O**

  Enhanced                       **O**      **O**      **O**       **O**

                                                                   

  Data Backup and Restoration                                      

  None                           **O**      **O**      **O**       **O**

  Basic                          **O**      **O**      **O**       **O**

  Regular                        **S**      **S**      **S**       **S**

  Enhanced                       **O**      **O**      **O**       **O**

                                                                   

  Performance Delivery                                             

  Basic                          **O**      **O**      **O**       **O**

  Regular                        **S**      **S**      **S**       **S**

  Premium                        **O**      **O**      **O**       **O**

  Enhanced                       **O**      **O**      **O**       **O**
  ----------------------------------------------------------------------------

### E.2.2.2 WEB1 SEAT DESCRIPTION - WEB SERVER SERVICES {R2}

**Functionality:** Provides space on ODIN WWW infrastructure to
communicate information within the scope of the ODIN Communications
System. This includes the hardware, network connection, system software
and support, web server software and support, and back-end database
connectivity and necessary infrastructure to support web application
development by NASA. Web Services will be subject to the same
availability and security requirements as the ODIN communications
system.

**Standard Services:**

  ----------------------------------------------------------------------------------
  **[Service            **[Service             **[Typical Service
  Type]{.underline}**   Level]{.underline}**   Characteristics]{.underline}**
  --------------------- ---------------------- -------------------------------------
  **System              **Enhanced**           **ODIN controlled**
  Administration**                             

  **Maintenance**       **Enhanced**           **Restore to service within 4 work
                                               hours**

  **Storage Volume**    **Basic**              **50MB of server space**

  **Data Backup and     **Regular**            **Requires backups of seat data to be
  Restoration**                                performed daily**

  **Performance         **Regular**            **Organizational Web space**
  Delivery**                                   
  ----------------------------------------------------------------------------------

### E.2.2.3 APP1 SEAT DESCRIPTION - APPLICATION/DATABASE SERVER SERVICES {R2}

**Functionality:** Provides space on ODIN Application/Database server
infrastructure to communicate information within the scope of the ODIN
Communications System. This includes the hardware, network connection,
system software and support, server software and support, and database
software and environments necessary to support client/server application
development by NASA. Application/Database Services will be subject to
the same availability and security requirements as the ODIN
communications system.

**Standard Services:**

  -----------------------------------------------------------------------------------
  **[Service            **[Service             **[Typical Service
  Type]{.underline}**   Level]{.underline}**   Characteristics]{.underline}**
  --------------------- ---------------------- --------------------------------------
  **System              **Enhanced**           **ODIN controlled**
  Administration**                             

  **Maintenance**       **Enhanced**           **Restore to service within 4 work
                                               hours**

  **Storage Volume**    **Regular**            **500MB of server space**

  **Data Backup and     **Regular**            **Requires backups of seat data to be
  Restoration**                                performed daily**

  **Performance         **Regular**            **Organizational Application/Database
  Delivery**                                   space**
  -----------------------------------------------------------------------------------

### E.2.2.4 COMP1 SEAT DESCRIPTION - COMPUTATIONAL SERVER SERVICES {R2}

**Functionality:** Provides CPU cycles and online storage volume on ODIN
Computational Servers (Small to mid-range computational servers, not
covered by other NASA consolidation initiatives). COMP1 seat shall
provide 10 CPU hours of processing power equivalent to the computational
capability stated in the performance delivery service levels. This
includes hardware, system software and support, server software and
support, network connection, and operations support to fulfill NASA's
computational requirements.

**Standard Services:**

  ----------------------------------------------------------------------------------
  **[Service            **[Service             **[Typical Service
  Type]{.underline}**   Level]{.underline}**   Characteristics]{.underline}**
  --------------------- ---------------------- -------------------------------------
  **System              **Enhanced**           **ODIN controlled**
  Administration**                             

  **Maintenance**       **Enhanced**           **Restore to service within 4 work
                                               hours**

  **Storage Volume**    **Basic**              **50 MB of server space**

  **Data Backup and     **Basic**              **Requires backups of seat data to be
  Restoration**                                performed weekly**

  **Performance         **Regular**            **Organizational Computational
  Delivery**                                   Server**
  ----------------------------------------------------------------------------------

### E.2.2.5 file1 SEAT DESCRIPTION - file storage SERVICES {R2}

**Functionality:** Provides space on ODIN File Server infrastructure to
communicate information within the scope of the ODIN Communications
System. This includes the hardware, network connection, system software
and support, and server software. File Storage Services will be subject
to the same availability and security requirements as the ODIN
communications system.

**Standard Services:**

  ----------------------------------------------------------------------------------
  **[Service            **[Service             **[Typical Service
  Type]{.underline}**   Level]{.underline}**   Characteristics]{.underline}**
  --------------------- ---------------------- -------------------------------------
  **System              **Enhanced**           **ODIN controlled**
  Administration**                             

  **Maintenance**       **Enhanced**           **Restore to service within 4 work
                                               hours**

  **Storage Volume**    **Regular**            **500MB of server space**

  **Data Backup and     **Regular**            **Requires backups of seat data to be
  Restoration**                                performed daily**

  **Performance         **Regular**            **Organizational File Space**
  Delivery**                                   
  ----------------------------------------------------------------------------------

## E.2.3 COMMUNICATION SEATS/SERVICES

### E.2.3.1 SUMMARY (COMMUNICATION SERVICES TABLES)

Table E.2.3.1 Communication Services Tables {R2}

**Phone Service**

  --------------------------------------------------------------------------------------
  **Phone Type**                     **PH1**   **PH2**   **PH3**   **PH4**   **PCell**
  ---------------------------------- --------- --------- --------- --------- -----------
  Instrument                                                                 

  Single                             **S**     **S**     **O**     **S**     

  Dual                               **O**     **O**     **O**     **O**     

  Multi-12                           **O**     **O**     **S**               

  Multi-24                           **O**     **O**     **O**               

  Cellular                                                                   **S**

                                                                             

  Line Type                                                                  

  None                                                                       **S**

  Digital                            **S**     **S**     **S**     **S**     

  Analog                             **O**     **O**     **O**     **O**     

                                                                             

  Voice Mail                                                                 

  None                               **S**     **O**     **O**     **S**     **S**

  Standard                           **O**     **S**     **S**     **O**     **O**

  Enhanced                           **O**     **O**     **O**     **O**     **O**

                                                                             

  Feature set                                                                

  Standard                           **S**     **S**     **O**     **O**     

  Speaker                            **O**     **O**     **O**     **S**     

  Enhanced                           **O**     **O**     **S**     **O**     

  Cellular                                                                   **S**

                                                                             

  Moves/Adds/Changes                                                         

  Regular                            **S**     **S**     **S**     **S**     **S**

  Enhanced                           **O**     **O**     **O**     **O**     **O**

                                                                             

  Restore to Service                                                         

  Basic                              **O**     **O**     **O**     **O**     **O**

  Regular                            **S**     **S**     **S**     **S**     **S**

  Premium                            **O**     **O**     **O**     **O**     **O**

  Enhanced                           **O**     **O**     **O**     **O**     **O**

  Critical                           **O**     **O**     **O**     **O**     **O**
  --------------------------------------------------------------------------------------

**FAX Service**

  ------------------------------------------------------------------------
  **FAX Type**                     **FAX1**     **FAX2**     **FAX3**
  -------------------------------- ------------ ------------ -------------
  Unit                                                       

  Standard                         **S**                     

  Portable                                      **S**        

  Enhanced                                                   **S**

                                                             

  Moves/Adds/Changes                                         

  Regular                          **S**        **S**        **S**

  Enhanced                         **O**        **O**        **O**

                                                             

  Restore to Service                                         

  Basic                            **O**        **O**        **O**

  Regular                          **S**        **S**        **S**

  Premium                          **O**        **O**        **O**

  Enhanced                         **O**        **O**        **O**

  Critical                         **O**        **O**        **O**

                                                             

  Option Set                                                 

  Secure                           **O**        **O**        **O**

  Mission Critical                 **O**        **O**        **O**
  ------------------------------------------------------------------------

**Local Video Service**

  -----------------------------------------------------------------------
  **Video Type**                                    **LVID1**
  ------------------------------------------------- ---------------------
  Connection                                        

  Standard                                          **S**

                                                    

  Restore to Service                                

  Basic                                             **O**

  Regular                                           **S**

  Premium                                           **O**

  Enhanced                                          **O**

  Critical                                          **O**

                                                    

  Option Set                                        

  Cable TV services                                 **O**

  Video Connection                                  **O**

  Cable feed select                                 **O**
  -----------------------------------------------------------------------

**Administrative Radio Service**

  -----------------------------------------------------------------------
  **Admin Radio Type**                  **AR1**     **AR2**    **AR3**
  ------------------------------------- ----------- ---------- ----------
  Unit                                                         

  Portable                              **S**                  

  Mobile                                            **S**      

  Base station                                                 **S**

                                                               

  Remote audio connection                                      

  Standard                                                     **S**

  Enhanced                                                     **O**

                                                               

  Moves/Adds/Changes                                           

  Regular                               **S**       **S**      **S**

  Enhanced                              **O**       **O**      **O**

                                                               

  Restore to Service                                           

  Basic                                 **O**       **O**      **O**

  Regular                               **S**       **S**      **S**

  Premium                               **O**       **O**      **O**

  Enhanced                              **O**       **O**      **O**

  Critical                              **O**       **O**      **O**
  -----------------------------------------------------------------------

**LAN Interface Service**

  ------------------------------------------------------------------------
  **LAN Type**                     **LAN1**     **LAN2**     **LAN3**
  -------------------------------- ------------ ------------ -------------
  Connection                                                 

  Regular                          **S**                     

  Fast                                          **S**        

  Huge                                                       **S**

                                                             

  Moves/Adds/Changes                                         

  Regular                          **S**        **S**        **S**

  Enhanced                         **O**        **O**        **O**

                                                             

  Restore to Service                                         

  Basic                            **O**        **O**        **O**

  Regular                          **S**        **S**        **S**

  Premium                          **O**        **O**        **O**

  Enhanced                         **O**        **O**        **O**

  Critical                         **O**        **O**        **O**
  ------------------------------------------------------------------------

**Remote Communication Service**

  -----------------------------------------------------------------------
  **Remote Comm Type**           **RC1**   **RC2**   **RC3**   **RC4**
  ------------------------------ --------- --------- --------- ----------
  Communications                                               

  Standard                       **S**                         **O**

  ISDN                                     **S**     **O**     **O**

  MAN                                      **O**     **S**     

  Wireless                                                     **S**

                                                               

  Moves/Adds/Changes                                           

  Regular                        **S**     **S**     **S**     **S**

  Enhanced                       **O**     **O**     **O**     **O**

                                                               

  Restore to Service                                           

  Basic                          **O**     **O**     **O**     **O**

  Regular                        **S**     **S**     **S**     **S**

  Premium                        **O**     **O**     **O**     **O**

  Enhanced                       **O**     **O**     **O**     **O**

  Critical                       **O**     **O**     **O**     **O**
  -----------------------------------------------------------------------

**Public Address Service**

  -----------------------------------------------------------------------
  **Public Address Type**                    **PA1**        **PA2**
  ------------------------------------------ -------------- -------------
  Connection                                                

  Standard                                   **S**          

  Portable                                                  **S**

                                                            

  Setup                                                     

  Regular                                                   **S**

  Critical                                                  **O**

                                                            

  Restore to Service                                        

  Basic                                      **O**          **O**

  Regular                                    **S**          **S**

  Premium                                    **O**          **O**

  Enhanced                                   **O**          **O**

  Critical                                   **O**          **O**
  -----------------------------------------------------------------------

### E.2.3.2 PHONE SEAT DESCRIPTION

Each Phone Seat will provide the service required to ensure an
appropriate phone instrument and complete phone system is available as
specified. This includes instruments, infrastructure, and other required
services to provide telephone related connectivity within, and external
to, the Center. Also included in this service is the maintenance and
administration of the telephone infrastructure; basic services
(operational configuration, engineering and maintenance of analog and
digital telephone switching system); distribution of phone cards (which
are currently provided by the NISN contract); moves adds, changes;
corrective/preventative maintenance of telephone and facsimile
instruments and drops; and administration, operation, and maintenance of
Central Communication Center (CCC) (telephone and central fax
operators). The CCC provides manned telephone operators to direct
incoming calls, set up voice conferences, initiate foreign calls, and
operate a central facsimile service (if required by the Center). The
central facsimile service will operate incoming and outgoing facsimile
services for personnel who do not have their own fax machines. The CCC
is staffed during normal business hours (0600 - 1800, Monday through
Friday except Federal holidays). During off-hours the incoming calls to
a Center's main number will be handled by an unmanned computerized
system. Performance levels include the completion of all
moves/adds/changes within the specifications listed in E.3.1.8 Moves,
Adds, Changes.

#### E.2.3.2.1 PH1 PHONE DESCRIPTION

**Functionality:** Provides full phone services for a standard hallway
or lab phone.

Standard Services:

  ---------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ---------------------------------------
  **Instrument**           **Single**             **Single line phone**

  **Line Type**            **Digital**            **Digital line**

  **Voice Mail**           **None**               **No voice mail**

  **Feature Set**          **Standard**           **Call forwarding, transfer, forward,
                                                  camp, etc.**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ---------------------------------------------------------------------------------------

#### E.2.3.2.2 PH2 PHONE DESCRIPTION

**Functionality:** Provides full phone services for a standard desktop
or lab phone with voicemail.

Standard Services:

  ---------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ---------------------------------------
  **Instrument**           **Single**             **Single line phone**

  **Line Type**            **Digital**            **Digital line**

  **Voice Mail**           Standard               **Voice mail**

  **Feature Set**          **Standard**           **Call forwarding, transfer, forward,
                                                  camp, etc.**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ---------------------------------------------------------------------------------------

#### E.2.3.2.3 PH3 PHONE DESCRIPTION

**Functionality:** Provides enhanced feature set phone service intended
for use in a branch or division office setting (e.g., secretary phone).

Standard Services:

  ---------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ---------------------------------------
  **Instrument**           **Multi-12**           **12 line phone**

  Line Type                **Digital**            **Digital line**

  **Voice Mail**           **Standard**           **Voice mail**

  **Feature Set**          **Enhanced**           **Standard plus additional features**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ---------------------------------------------------------------------------------------

#### E.2.3.2.4 PH4 PHONE DESCRIPTION

**Functionality:** Provides full phone services intended for use in a
conference room. This system will have multiple speakers and microphones
spaced at intervals for clear reception and transmission.

Standard Services:

  ---------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ---------------------------------------
  **Instrument**           **Single**             **Single line phone**

  **Line Type**            **Digital**            **Digital line**

  **Voice Mail**           **None**               **No voice mail**

  **Feature Set**          **Speaker**            **Standard features plus speaker**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ---------------------------------------------------------------------------------------

#### E.2.3.2.5 PCELL PHONE DESCRIPTION

**Functionality:** Provides full cellular phone capabilities with 500
minutes per month.

Standard Services:

  --------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- --------------------------------------
  **Instrument**           **Cellular**           **Cellular phone**

  **Line Type**            **None**               **No connection**

  **Voice Mail**           **None**               **No voice mail**

  **Feature Set**          **Cellular**           **Low battery indicator, roaming,
                                                  caller ID, etc.**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  --------------------------------------------------------------------------------------

### E.2.3.3 RESERVED

### E.2.3.4 FAX SERVICE DESCRIPTION

[Service Description:]{.underline} The Fax service will provide a
comprehensive Administrative and operational plain paper facsimile
service for all areas, including installation and maintenance support.
Local Fax services are provided through the local phone service at each
NASA Center with NISN and commercial interfaces required for
inter-Center, commercial, and international facsimile services. The FAX
machines provided by this service are suitable for both office and
laboratory needs, and require only a minimal amount of supervision. All
moves/adds/changes will be completed within the specifications listed in
E.3.1.8 Moves, Adds, Changes.

#### E.2.3.4.1 FAX1 DESCRIPTION

**Functionality:** Provides a full FAX service at the standard service
level.

Standard Services:

  ---------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ---------------------------------------
  **Unit**                 **Standard**           **5ppm plain paper**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ---------------------------------------------------------------------------------------

#### E.2.3.4.2 FAX2 DESCRIPTION

**Functionality:** Provides a full FAX service at the standard service
level in a portable unit weighing 10 or less pounds and is not required
to be a plain paper fax.

Standard Services:

  ----------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ----------------------------------------
  **Unit**                 **Portable**           **4 ppm**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ----------------------------------------------------------------------------------------

#### E.2.3.4.3 FAX3 DESCRIPTION

**Functionality:** Provides a full FAX service at an enhanced service
level.

Standard Services:

  ------------------------ ---------------------- ---------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**

  **Unit**                 **Enhanced**           **20 ppm plain paper**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ------------------------ ---------------------- ---------------------------------------

### E.2.3.5 LOCAL VIDEO SERVICE DESCRIPTION

[Service Description:]{.underline} The Video service will provide for
the operation and maintenance of an existing Centerwide video system.
The service will provide management of the interface of this system to
other Agency, Federal, and commercial providers of video information.
All moves/adds/changes will be completed within the specifications
listed in E.3.1.8 Moves, Adds, Changes.

#### E.2.3.5.1 LVID1 DESCRIPTION

**Functionality:** Provides the Center with the operation and
maintenance of an existing Centerwide video system..

Standard Services:

  -----------------------------------------------------------------------------------
  **[Service            **[Service             **[Typical Service
  Type]{.underline}**   Level]{.underline}**   Characteristic]{.underline}**
  --------------------- ---------------------- --------------------------------------
  **Connection**        **Standard**           **Existing Local Video System**

  **Restore to          **Regular**            **Restore to service by close of next
  Service**                                    business day**
  -----------------------------------------------------------------------------------

### E.2.3.6 ADMINISTRATIVE RADIO SERVICE DESCRIPTION

[Service Description:]{.underline} A Center's RF two-way voice service
that supports fire, security, medical, safety, transportation, base
maintenance functions. System usually consists of hand held and mobile
transceivers, associated base stations, remote units and dispatch
consoles. Typical users provide essential support functions to the
Center in a fashion that requires wireless RF two-way voice
communications (e.g., Protective services, facility and maintenance
crews). All moves/adds/changes will be completed within the
specifications listed in E.3.1.8 Moves, Adds, Changes.

#### E.2.3.6.1 AR1 DESCRIPTION

**Functionality:** Provides standard Administrative Radio service within
a Center. Includes a portable, two-way radio; network assignment; and a
battery charger and the options for a remote/clip on microphone and an
extra battery/charger.

Standard Services:

  ---------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ---------------------------------------
  **Unit**                 **Portable**           **Handheld portable two-way radio**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ---------------------------------------------------------------------------------------

#### E.2.3.6.2 AR2 DESCRIPTION

**Functionality:** Provides standard Mobile radio service for a vehicle.
Includes unit to mount in vehicle, network assignment, and coverage
area: metropolitan area around Center.

Standard Services:

  ---------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ---------------------------------------
  **Unit**                 **Mobile**             **Vehicle mounted two-way radio and
                                                  antenna**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ---------------------------------------------------------------------------------------

#### E.2.3.6.3 AR3 DESCRIPTION

**Functionality:** Provides standard base station service and an option
for remote audio connection via cable (the standard) or wireless
(enhanced).

Standard Services:

  ---------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ---------------------------------------
  **Unit**                 **Base station**       **Fixed location transceiver**

  **Remote Audio           **Standard**           **Wired handset/headset**
  Connection**                                    

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ---------------------------------------------------------------------------------------

### E.2.3.7 LAN INTERFACE SERVICE DESCRIPTION

[Service Description:]{.underline} Provides connectivity for devices
that require the Contractor to provide network connectivity (addressing,
network services) without any backoffice support. No device system
administration is provided. This service can be used to provide
connectivity for: mission/operational LANs, laboratory LANs, corporate
LANs, WANs, etc. that are not operated or maintained by ODIN; conference
room connections; peripherals; and connectivity required for multi-homed
ODIN systems. All moves/adds/changes will be completed within the
specifications listed in E.3.1.8 Moves, Adds, Changes.

#### E.2.3.7.1 LAN1 DESCRIPTION

**Functionality:** Provides a single standard Ethernet connection
(typically a IEEE 802.3 10BaseT) with a guaranteed throughput capability
of 3 megabit per second for files 1 megabyte or less in size.

Standard Services:

  ----------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ----------------------------------------
  **Connection**           **Regular**            **3Mbps throughput**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ----------------------------------------------------------------------------------------

#### E.2.3.7.2 LAN2 DESCRIPTION

**Functionality:** Provides a single standard Fast Ethernet (typically
100BaseT) or FDDI connection with a guaranteed throughput capability of
30 megabit per second for files 10 megabyte or less in size.

Standard Services:

  ----------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ----------------------------------------
  **Connection**           **Fast**               **30Mbps throughput**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ----------------------------------------------------------------------------------------

#### E.2.3.7.3 LAN3 DESCRIPTION

**Functionality:** ATM at 155 megabit per second with guaranteed
throughput capability greater than 100 megabit per second for files 50
megabyte or less with \"Quality of Service\"\" characteristics (e.g.,
bandwidth reservation).

Standard Services:

  ----------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ----------------------------------------
  **Connection**           **Huge**               **At least 100Mbps throughput**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ----------------------------------------------------------------------------------------

### E.2.3.8 REMOTE COMMUNICATION SERVICE DESCRIPTION

[Service Description:]{.underline} Connectivity which enables
functionality similar to a local, direct network connection while the
customer is at most remote locations (e.g., on travel or at home). Since
the user of this service will have the same access to the Center\'s
internal resources (e.g., mail or internal use only WWW resources)
certain security related procedures will be required to be completed
before access will be allowed.

This service will also be used to provide connectivity for non-portable
desktop systems located outside of a Center\'s physical boundaries. This
service can also be used to provide connectivity for a portable,
desktop, or LAN that is not operated or maintained by ODIN and is
located outside of a Center\'s physical boundary. All moves/adds/changes
will be completed within the specifications listed in E.3.1.8 Moves,
Adds, Changes, for systems provided by ODIN. When a line is ordered
which must be obtained by external means (e.g., from the telephone
company), the Contractor will not be held accountable for delays outside
the Contractor's control. More than one device can be connected to a
single RC connection. For each additional user, a NAD must be ordered to
provide backoffice support.

#### E.2.3.8.1 RC1 DESCRIPTION

**Functionality:** Provides a single standard analog dial-in service
that supports transfer rates up to 56 kilobits/sec, v.34 modems

Standard Services:

  ----------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ----------------------------------------
  **Communications**       **Standard**           **Analog dial-in support for up to
                                                  56kbps**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ----------------------------------------------------------------------------------------

#### E.2.3.8.2 RC2 DESCRIPTION

**Functionality:** Provides a single standard digital dial-in ISDN
service that supports transfer rates up to 128 kbps.

Standard Services:

  ----------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ----------------------------------------
  **Communications**       **ISDN**               **Digital dial-in support for up to
                                                  128kbps**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ----------------------------------------------------------------------------------------

#### E.2.3.8.3 RC3 DESCRIPTION

**Functionality:** Provides a LAN to LAN interface at transfer rates of
56kbps to 10Mbps.

Standard Services:

  -----------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- -----------------------------------------
  **Communications**       **MAN**                **LAN to LAN connectivity from 56kbps to
                                                  10Mbps**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  -----------------------------------------------------------------------------------------

#### E.2.3.8.4 RC4 DESCRIPTION

**Functionality:** Provides a mobile wireless analog dial-in interface
at transfer rates of 28.8kbps.

Standard Services:

  ----------------------------------------------------------------------------------------
  **[Service               **[Service             **[Typical Service
  Type]{.underline}**      Level]{.underline}**   Characteristic]{.underline}**
  ------------------------ ---------------------- ----------------------------------------
  **Communications**       **Wireless**           **Mobile connectivity at 28.8kbps**

  **Moves/Adds/Changes**   **Regular**            **\<= 5 moves/adds/changes completed
                                                  within 2 work days**

  **Restore to Service**   **Regular**            **Restore to service by close of next
                                                  business day**
  ----------------------------------------------------------------------------------------

### E.2.3.9 Public address SERVICE DESCRIPTION

[Service Description:]{.underline} The Public Address service will
provide for the operations and maintenance of an existing centerwide
public address system. The service will provide audio amplification and
distribution of voice announcements.

#### E.2.3.9.1 PA1 DESCRIPTION

**Functionality:** Provides a complete system to service a Center's
Public Address requirements for voice announcements.

Standard Services:

  ----------------------------------------------------------------------------------
  **[Service            **[Service             **[Typical Service
  Type]{.underline}**   Level]{.underline}**   Characteristic]{.underline}**
  --------------------- ---------------------- -------------------------------------
  **Connection**        **Standard**           **Existing Public Address system**

  **Restore to          **Regular**            **Restore to service by close of next
  Service**                                    business day**
  ----------------------------------------------------------------------------------

#### E.2.3.9.2 PA2 DESCRIPTION

**Functionality:** Provides a portable public address system to service
a Center's short term Public Address requirements for voice
announcements.

Standard Services:

  ----------------------------------------------------------------------------------
  **[Service            **[Service             **[Typical Service
  Type]{.underline}**   Level]{.underline}**   Characteristic]{.underline}**
  --------------------- ---------------------- -------------------------------------
  **Connection**        **Portable**           **Portable Public Address system**

  **Setup**             **Regular**            **Setup within 5 days and removal
                                               within 3 days**

  **Restore to          **Regular**            **Restore to service by close of next
  Service**                                    business day**
  ----------------------------------------------------------------------------------

# E.3 SERVICE LEVEL DEFINITION

This section provides definitions of the services and service levels to
be provided by the Contractor.

## E.3.1 DESKTOP SERVICE LEVEL DEFINITIONS

### E.3.1.1 PLATFORM

[Service Description]{.underline}: Provides the services to ensure an
appropriate computer platform hardware (e.g., processor, memory, disk,
network interface card) and system software (e.g., operating system,
network operating system) is available to the specified Seat Type.
Services include requirements analysis, hardware and system software
platform acquisition, testing, verification, and installation in
accordance with the specific technology refreshment cycles.

Each platform shall meet or exceed the performance measure specified in
Attachment N, ODIN Performance Specifications.

Each platform shall meet or exceed the minimum configuration recommended
by the software manufacturer for the software installed with each seat.
All components of the standard software load shall be capable of correct
simultaneous execution and mutual interaction on each seat's platform.

  -----------------------------------------------------------------------
  **[Service                      **[Typical Service
  Levels]{.underline}**           Characteristic]{.underline}**
  ------------------------------- ---------------------------------------
  **PC/MAC-Entry**                **Entry-level PC/MAC desktop
                                  functionality**

  **PC/MAC-Mid**                  **Mid-level PC/MAC desktop
                                  functionality**

  **PC/MAC-High**                 **High-end PC/MAC desktop
                                  functionality**

  **Laptop-Entry**                **Entry level PC/MAC laptop
                                  functionality**

  **Laptop-Mid**                  **Mid-level PC/MAC laptop
                                  functionality**

  **Laptop-High**                 **High-end PC/MAC/UNIX laptop
                                  functionality**

  **UNIX-Entry**                  **Entry level UNIX Workstation**

  **UNIX -Mid**                   **Mid-level UNIX Workstation**

  **UNIX -High**                  **High-end UNIX Workstation**
  -----------------------------------------------------------------------

### E.3.1.2 ODIN APPLICATION SOFTWARE {R2}

[Service Description]{.underline}: Provides the services to ensure
appropriate application software suites are provided to the specified
Seat Type. Services include requirements analysis, software product
acquisition, testing, verification, and installation, in accordance with
the specific technology refreshment cycles. The contractor shall provide
the required application software to meet the functionality for : word
processing, spreadsheet, presentation graphics, electronic messaging
(e-mail, calendaring, forms), Internet tools (WWW, news, FTP, Telnet,
collaborative tools, etc.), anti-virus, etc. as defined by Agency/Center
standards.

  -----------------------------------------------------------------------
  **[Service                      **[Typical Service
  Levels]{.underline}**           Characteristic]{.underline}**
  ------------------------------- ---------------------------------------
  **None**                        **No software suite provided**

  **Standard**                    **Standard application software suite**
  -----------------------------------------------------------------------

### E.3.1.3 HARDWARE MAINTENANCE

[Service Description]{.underline}: Provides standard hardware
maintenance services for the computer hardware system (CPU, Memory,
Monitor/Keyboard/Mouse, and designated peripherals). Services include:

-   System diagnostics and trouble shooting

-   System and component maintenance

-   Hardware configuration , tracking, and documentation.

  -----------------------------------------------------------------------
  **[Service                     **[Typical Service
  Levels]{.underline}**          Characteristic]{.underline}**
  ------------------------------ ----------------------------------------
  **None:**                      **No hardware maintenance provided**

  **Basic**                      **Restore to service within 3 working
                                 days**

  **Regular:**                   **Restore to service by close of next
                                 business day**

  **Premium:**                   **Restore to service within 8 work
                                 hours**

  **Enhanced:**                  **Restore to service within 4 work
                                 hours**

  **Critical:**                  **Restore to service within 2 contiguous
                                 hours**
  -----------------------------------------------------------------------

### E.3.1.4 SYSTEM SOFTWARE MAINTENANCE

[Service Description]{.underline}: Provide software maintenance services
for system software including the operating system, security software,
and appropriate "middleware" communications software, OS services,
application services, and system management services). Software patches
are modifications to the software which provide security and bug fixes.
Services include:

-   Diagnostics and trouble shooting

-   Application configuration, tracking, and documentation

-   Patch acquisition, testing, verification, and installation

  -----------------------------------------------------------------------
  **[Service                     **[Typical Service
  Levels]{.underline}**          Characteristic]{.underline}**
  ------------------------------ ----------------------------------------
  **None:**                      **No system software maintenance**

  **Basic**                      **Restore to service within 3 working
                                 days**

  **Regular:**                   **Restore to service by close of next
                                 business day**

  **Premium:**                   **Restore to service within 8 work
                                 hours**

  **Enhanced:**                  **Restore to service within 4 work
                                 hours**

  **Critical:**                  **Restore to service within 2 contiguous
                                 hours**
  -----------------------------------------------------------------------

### E.3.1.5 ODIN APPLICATION SOFTWARE MAINTENANCE

[Service Description:]{.underline} Provides services for application
software that is defined as part of the ODIN seat type. Some seat types
do not have an applicable set of application software. Software
maintenance of application software available through the catalog is
covered by catalog pricing at the Basic service level. Services include:

-   Diagnostics and trouble shooting

-   Configuration changes, tracking, and documentation

-   Patch acquisition, testing, verification, and installation

  -----------------------------------------------------------------------
  **[Service                     **[Typical Service
  Levels]{.underline}**          Characteristic]{.underline}**
  ------------------------------ ----------------------------------------
  **None:**                      **No support for ODIN provided
                                 application software**

  **Basic**                      **Restore to service within 3 working
                                 days**

  **Regular:**                   **Restore to service by close of next
                                 business day**

  **Premium:**                   **Restore to service within 8 work
                                 hours**

  **Enhanced:**                  **Restore to service within 4 work
                                 hours**

  **Critical:**                  **Restore to service within 2 contiguous
                                 hours**
  -----------------------------------------------------------------------

### E.3.1.6 HARDWARE TECHNOLOGY REFRESHMENT

[Service Description]{.underline}: Provides for periodic refreshment of
system hardware and required peripherals to more effectively and
efficiently perform the objectives of the relevant ODIN seat type.

  -----------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -----------------------------------------------------
  **Basic:**              **Refreshment at least every 5 years with no more
                          than a 3 year average**

  **Regular:**            **Refreshment at least every 4 years**

  **Premium:**            **Refreshment at least every 3 years**

  **Enhanced:**           **Refreshment at least every 1.5 years**
  -----------------------------------------------------------------------------

### E.3.1.7 SOFTWARE TECHNOLOGY REFRESHMENT

[Service Description]{.underline}: Provides for periodic refreshment of
system and ODIN application software (appropriate to the ODIN seat type)
to more effectively and efficiently perform basic system and application
objectives of the relevant ODIN seat. This service provides the desktop
with new versions, upgrades, modifications, and non-security and non-bug
related patches associated with the system and ODIN application
software. Software technology refreshment will supersede hardware
technology refreshment. The Contractor shall accelerate the hardware
technology refreshment for a desktop when the software requires hardware
upgrades to run effectively and efficiently. Refreshment of the standard
application software suite must be consistent across the Agency to the
extent that interoperability issues do not arise as a result of using
different versions of software.

  -----------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -----------------------------------------------------------
  **Regular:**            **Refreshment within 1 year of the latest release by the
                          software vendor**

  **Enhanced:**           **Refreshment within 1 year of the latest release by the
                          software vendor plus provides the capability to request and
                          receive software refreshment within 1/2 year of the latest
                          release by the software vendor, on an individual software
                          product basis.**
  -----------------------------------------------------------------------------------

### E.3.1.8 MOVES, ADDS, CHANGES

[Service Description]{.underline}: Provides services to perform user
requested system hardware, de-installation, move and re-installation and
acquisition and installation of catalog hardware and software. For NADs,
this includes service to move the network connection only. The
cumulative number of moves/adds/changes will not exceed the total number
of seats ordered per year. A change in service level does not count
against the cumulative number of moves, adds, changes allowed per year.
A request for move/add/change service is defined as a service delivery
order. Each service delivery order can request to move/add/change
multiple ODIN seats. Service delivery orders are independent of each
other. Individual service delivery orders shall not be combined without
the consent of the requesters. The following service levels apply to
each service delivery order.

  --------------------------------------------------------------------------------------------
  **[Service              **[Quantities]{.underline}**   **[Typical Service
  Levels]{.underline}**                                  Characteristic]{.underline}**
  ----------------------- ------------------------------ -------------------------------------
  **Regular:**            **\<=5 moves/adds/changes:**   **Completed within 2 work days**

                          **6 - 24 moves/adds/changes:** **Completed within 5 work days**

                          **25 - 50                      **Completed within 10 work days**
                          moves/adds/changes:**          

                          **\> 50 moves/adds/changes:**  **Requires time to be negotiated with
                                                         the Contractor**

                          **Catalog orders:**            **Installed and operational within 10
                                                         work days of request**

  **Enhanced:**           **\<=5 moves/adds/changes:**   **Completed within 1 work day**

                          **6 - 24 moves/adds/changes:** **Completed within 2 work days**

                          **25 - 50                      **Completed within 5 work days**
                          moves/adds/changes:**          

                          **\> 50 moves/adds/changes:**  **Requires time to be negotiated with
                                                         the Contractor**

                          **Catalog orders:**            **Installed and operational within 5
                                                         work days of request**
  --------------------------------------------------------------------------------------------

### E.3.1.9 LAN SERVICES

[Service Description]{.underline}: Provides all services (end-user site
and infrastructure) required to provide network (LAN) access of the
prescribed service level. LAN services shall meet or exceed the
performance requirements specified below. Services include:

-   Connection of a given, properly configured ODIN seat to the LAN

-   Verification of operation

-   Installation and verification of communications-oriented system
    software (if not provided under System Provision service)

-   Includes ODIN Communications Services: LAN administration and
    control (NCC services) including any and all servers required to
    deliver LAN operations, WAN services, remote LAN services, network
    services (DNS, WINS, etc.), IP address management, LAN security; and
    administration of all cable plant infrastructure and cable terminal
    equipment. This includes replacements and upgrades of associated
    equipment (e.g., repair and replacement of routers and switches).
    LAN services are provided 24x7, 365 days/year

  -----------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -----------------------------------------------------
  No ODIN supplied        **LAN access not provided through ODIN**
  network connection:     

  **Standalone:**         **No network connection; i.e. desktop is standalone**

  **Remote-S:**           **Remote LAN access using a standard modem**

  **Remote-W:**           **Remote LAN access using a wireless modem**

  **Regular LAN:**        **LAN access at rates less than or equal to 20 Mbps
                          with a guaranteed throughput capability of 3 megabit
                          per second for files 1 megabyte or less in size on
                          the operating network.**

  **Fast LAN:**           **LAN access at rates in the range of 20 - 100 Mbps
                          with a guaranteed throughput capability of 30 megabit
                          per second for files 10 megabyte or less in size on
                          the operating network.**

  **Huge LAN:**           **LAN access at rates greater than 100 Mbps second
                          with guaranteed throughput capability greater than
                          100 megabit per second for files 50 megabyte or less
                          in size with \"Quality of Service\" characteristics
                          (e.g., bandwidth reservation) on the operating
                          network.**
  -----------------------------------------------------------------------------

### E.3.1.10 DESKTOP CONFERENCING {R1}

[Service Description]{.underline}: Provides the services of
audio/video/data teleconferencing to the desktop.

Services include:

-   Center approved computer network or ISDN based audio/video/data
    desktop teleconferencing service.

-   Necessary software and hardware to implement audio/video/data
    teleconferencing service.

-   Service must be interoperable with the NISN provided low bandwidth
    audio/video solution. The units currently used by NISN
    (December, 1997) are PictureTel model 4400 and 4500.

  ---------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- ---------------------------------------------------------
  **None**                **No desktop conferencing**

  **Basic:**              **Basic audio/video/data** **teleconferencing ( less than
                          384 kbps service)**

  **Enhanced:**           **Enhanced audio/video/data** **teleconferencing service
                          (greater than or equal to 384 kbps service)**
  ---------------------------------------------------------------------------------

### E.3.1.11 INTEGRATED CUSTOMER SUPPORT/HELP DEsk

[Service Description]{.underline}: Provides Help Desk contact,
resolution, and tracking services for customer support for the following
ODIN supported capabilities:

-   ODIN Communications Systems Services

-   System hardware, system software, and application software

-   Supported catalog hardware and software

    The service also includes the generation of trouble tickets,
    providing customer and service providers with system status and
    alerts, and submitting unresolved problems to ODIN service
    providers. The ODIN provided Help Desk will be responsible for
    routing and tracking user requests for non-ODIN services to the
    appropriate service provider. (See Section C.5.3, Integrated
    Customer Support/Help for additional requirements.)

+---------------+------------------------------------------------------+
| **[Service    | **[Typical Service Characteristic]{.underline}**     |
| Levels]{      |                                                      |
| .underline}** |                                                      |
+===============+======================================================+
| **Basic**     | **Service request (e.g., maintenance) call only**    |
|               |                                                      |
|               | **Hours of operation: 6:00am to 6:00pm local time on |
|               | workdays**                                           |
+---------------+------------------------------------------------------+
| **Regular**   | **Full services**                                    |
|               |                                                      |
|               | **Hours of operation: 6:00am to 6:00pm local time on |
|               | workdays;**                                          |
|               |                                                      |
|               | **Acknowledgment of request within 1 hour**          |
+---------------+------------------------------------------------------+
| **Enhanced**  | **Full services**                                    |
|               |                                                      |
|               | **24x7 operations;**                                 |
|               |                                                      |
|               | **Acknowledgment of request within 30 minutes**      |
+---------------+------------------------------------------------------+

### E.3.1.12 TRAINING

[Service Description]{.underline}: Provides hardware and software
training for major upgrades to ODIN provided seats. Training processes
and procedures may include, but are not limited to, classroom, CBT,
Video and documentation, either in hard-copy or electronic form.

  ----------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- ----------------------------------------------------
  **None**                **No training is provided**

  **Basic**               **Familiarization with major upgrades**
  ----------------------------------------------------------------------------

### E.3.1.13 SYSTEM ADMINISTRATION

[Service Description]{.underline}: Provides system administration
services. Depending on service level, services may be basic network
security compliance; basic and enhanced security monitoring and
management; performance monitoring and optimization; problem tracking
and error detection; account management; configuration management; and
user support.

+------------+---------------------------------------------------------+
| **[Service | **[Typical Service Characteristic]{.underline}**        |
| L          |                                                         |
| evels]{.un |                                                         |
| derline}** |                                                         |
+============+=========================================================+
| **Basic**  | **Protocol administration and network security          |
|            | compliance only**                                       |
|            |                                                         |
|            | **Response within 2 workdays for customer requests**    |
+------------+---------------------------------------------------------+
| *          | **Basic network security compliance; basic security     |
| *Regular** | monitoring and management; performance monitoring and   |
|            | optimization; problem tracking and error detection;     |
|            | account management; configuration management; and user  |
|            | support. Response by next workday for customer          |
|            | requests.**                                             |
+------------+---------------------------------------------------------+
| **         | **Basic network security compliance; basic and enhanced |
| Enhanced** | security monitoring and management; performance         |
|            | monitoring and optimization; problem tracking and error |
|            | detection; account management; configuration            |
|            | management; and user support. Response within 4 work    |
|            | hours for customer requests.**                          |
+------------+---------------------------------------------------------+

### E.3.1.14 SHARED PERIPHERAL SERVICES

[Service Description]{.underline}: Provides access to shared black and
white and color printers .

Networked print black and white services shall be located within the
user's building at a close proximity from the user's work area. The
shared printers shall be capable of printing at a minimum of 20 pages
per minute plain text. The black and white networked print services
shall support, at a minimum, Postscript Level II and capable of printing
transparencies.

Networked color print services shall support, at a minimum, 300dpi,
Postscript Level II, 2 color pages per minute and capability of printing
transparencies.

Print jobs that become stuck in the print queue shall be cleared within
90 minutes of being identified to MRSPOC.

+-----------+----------------------------------------------------------+
| *         | **[Typical Service Characteristic]{.underline}**         |
| *[Service |                                                          |
| Leve      |                                                          |
| ls]{.unde |                                                          |
| rline}:** |                                                          |
+===========+==========================================================+
| **None:** | **No shared peripheral services**                        |
+-----------+----------------------------------------------------------+
| *         | **Access to networked black and white print services     |
| *Basic:** | within 250 feet on the same flooor**                     |
+-----------+----------------------------------------------------------+
| **R       | **Access to networked black and white within 150 feet on |
| egular:** | the same floor, and color print services within the      |
|           | user's building**                                        |
+-----------+----------------------------------------------------------+
| **En      | **Access to networked black and white print services,    |
| hanced:** | within 60 feet on the same floor**                       |
|           |                                                          |
|           | **Color print services on the same floor**               |
+-----------+----------------------------------------------------------+

### E.3.1.15 FILE SERVICES

*[Service Description]{.underline}: Provides access to shared file
servers for individuals and/or workgroups. The Contractor shall restore
files from backup at the user's request by close of next business day.
The amount of server file space allocated per user will be negotiated
during DOSP and updated through desktop technology refreshment.*

  -----------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -----------------------------------------------------------
  **None**                **No file services.**

  **Basic**               **Fixed amount of server file space per user.**

  **Regular**             **Twice the amount of server file space provided per user
                          under the Basic service level.**

  **Enhanced**            **Five times the amount of server file space provided per
                          user under the Basic service level.**
  -----------------------------------------------------------------------------------

### E.3.1.16 LOCAL DATA BACKUP AND RESTORE SERVICES

[Service Description: Provides backup and restore services for a
desktop\'s local disk storage. Provide the capability to restore files
and directories within 4 work hours (of request) for files and
directories changed more than 1 day before and no older than 30
days.]{.underline}

  --------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- --------------------------------------------------------
  **None**                **No local data backup and restore services.**

  **Basic**               **Requires backups of user data to be performed
                          weekly.**

  **Regular**             **Requires backups of user data to be performed daily.**

  **Enhanced**            **Requires backups of entire local disk to be performed
                          daily.**
  --------------------------------------------------------------------------------

### E.3.1.17 LAPTOP LOANER POOL MANAGEMENT SERVICES

[Service Description: Provides management of laptop seats identified as
loaners through the selection of this option on a GP3 or SE1 seat. The
primary use of these loaners is for employee travel, special projects
and assignment of shared laptops. After use of the loaner, the disk
drive will be restored to standard configuration. As available, a loaner
laptop will be provided to the user with the standard ODIN
configuration.]{.underline}

  --------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- --------------------------------------------------------
  **None**                **No loaner management**

  **Basic:**              **Loaner laptop with standard ODIN configuration
                          provided upon request, when available, no later than COB
                          next business day.**
  --------------------------------------------------------------------------------

## E.3.2 SERVER SERVICE LEVEL DEFINITION

### E.3.2.1 SYSTEM ADMINISTRATION

[Service Description]{.underline}: Provides system administration
services on ODIN servers. System administration requests shall be
completed by close of next business day.

  ----------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- ----------------------------------------------------------
  Regular                 **Shared Control. ODIN provides basic network security
                          (network security monitoring and management; performance
                          monitoring and optimization); problem tracking and error
                          detection; account management; configuration management;
                          and user support. ODIN provides the user the ability to
                          administer local directories and resident applications.**

  **Enhanced**            **ODIN Full Control. ODIN provides full security and
                          administration of all applications and directories.**
  ----------------------------------------------------------------------------------

### E.3.2.2 Reserved{R2}

### E.3.2.3 MAINTENANCE

[Service Description]{.underline}: Provides standard hardware and
software maintenance services for the computer hardware system (CPU,
Memory, Monitor/Keyboard/Mouse, and designated peripherals) and system
software including the operating system, security software, and
appropriate middleware (communications software, OS services,
application services, and system management services). Software patches
are modifications to the software which provide security and bug fixes.
This does not include services associated with Software Technology
Refreshment. (The purchase of the Software Technology Refreshment
service provides the servers with all new versions, upgrades,
modifications and other non-security and non-bug related patches
associated with the system software.) Services include:

-   System diagnostics and trouble shooting

-   System and component maintenance

-   Configuration changes, tracking, and documentation

  -----------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -----------------------------------------------------
  **Basic**               **Restore to service within 3 working days**

  **Regular**             **Restore to service by close of next business day**

  **Premium**             **Restore to service within 8 work hours**

  **Enhanced**            **Restore to service within 4 work hours**

  **Critical**            **Restore to service within 2 contiguous hours**
  -----------------------------------------------------------------------------

### E.3.2.4 storage Volume

[Service Description]{.underline}: Provide server storage space on ODIN
provided server.

  ------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- ------------------------------------------------
  None                    **No server space**

  **Basic**               **50MB of server space**

  **Regular**             **500MB of server space**

  **Premium**             **5GB of server space**

  **Enhanced**            **50GB of server space**
  ------------------------------------------------------------------------

### E.3.2.5 DATA BACKUP AND restoration

[Service Description: Provides backup and restore services for a server
disk storage. Provide the capability to restore files and directories
within 4 work hours (of request) for files and directories changed more
than 1 day before and no older than 30 days.]{.underline}

  -----------------------------------------------------------------------
  **Service         **Typical Service Characteristic**
  Levels**          
  ----------------- -----------------------------------------------------
  **None**          **No seat data backup and restore services**

  **Basic**         **Requires backups of seat data to be performed
                    weekly.**

  **Regular**       **Requires backups of seat data to be performed
                    daily.**

  **Enhanced**      **Requires redundant, on-line seat data.**
  -----------------------------------------------------------------------

### E.3.2.6 Performance delivery

[Service Description]{.underline}: Provide the following performance
delivery on ODIN provided servers. The Government reserves the right to
verify SOW performance requirements. The contractor shall provide LAN
Services required to meet the Performance Delivery requirements.

  --------------- -------------------------------------------------------
  **Service       **Typical Performance Characteristic**
  Levels**        

  **Basic**       

  **WEB1**        **Workgroup Web: Typically accessed by
                  workgroup/projects through intra-Center network
                  (Intranet).**

  **APP1**        **Workgroup App: Application/Database typically
                  utilized by workgroup/project**

  **COMP1**       **Workgroup Computational Server: Provides equivalent
                  processing power of a 200 CFPRate SPECMark
                  computational server.**

  **FILE1**       **Workgroup File Space: Typically accessed
                  intermittently by a small workgroup. ODIN provided
                  Storage Volume shall support transfer rates consistent
                  with selected LAN service level for 1 concurrent user
                  access in a production environment.**

  **Regular**     

  **WEB1**        **Organizational Web: Typically accessed by a
                  Government organization such as a directorate/division
                  through intra-Center network (Intranet).**

  **APP1**        **Organizational App: Application/Database typically
                  utilized by a Government organization such as a
                  directorate/division.**

  **COMP1**       **Organizational Computational Server: Provides
                  equivalent processing power of a 400 CFPRate SPECMark
                  computational server.**

  **FILE1**       **Organizational File Space: Typically accessed
                  intermittently by a Government organization such as a
                  directorate/division. ODIN provided Storage Volume
                  shall support transfer rates consistent with selected
                  LAN service level for 5 concurrent user accesses in a
                  production environment.**

  **Premium**     

  **WEB1**        **Agency Web: Typically accessed by Agency.**

  **APP1**        **Institutional App: Application/Database typically
                  utilized by entire institution on an intermittent
                  basis.**

  **COMP1**       **Institutional Computational Server: Provides
                  equivalent processing power of a 800 CFPRate SPECMark
                  computational server.**

  **FILE1**       **Institutional File Space: Typically accessed
                  intermittently on a center wide basis. ODIN provided
                  Storage Volume shall support transfer rates consistent
                  with selected LAN service level for 50 concurrent user
                  accesses in a production environment.**

  **Enhanced**    

  **WEB1**        **Public Web: Typically accessed by Public over
                  Internet connection.**

  **APP1**        **Mission App: Application/Database typically utilized
                  by entire institution as part of the institution's
                  mission on a daily or weekly basis.**

  **COMP1**       **Mission Computational Server: Provides equivalent
                  processing power of a 1200 CFPRate SPECMark
                  computational server.**

  **FILE1**       **Agency File Space: Typically accessed intermittently
                  by the agency user community. ODIN provided Storage
                  Volume shall support transfer rates consistent
                  intra-center connectivity for 500 concurrent user
                  accesses in a production environment.**
  --------------- -------------------------------------------------------

## E.3.3 COMMUNICATION SERVICE LEVEL DEFINITIONS

Administrative and Institutional communication systems provide the
normal, day to day service for users within a Center. Communications
services have been placed into Administrative and Operational service
groupings for clarity only and do not necessarily imply autonomous
system offerings. An Operational service will require either enhanced or
critical service level support even though it might primarily be used to
support Administrative services.

The ODIN Communication Services (OCS ) offered in this Service Model can
be selected to augment the standard communication service incorporated
into a desktop seat (e.g., GP1, GP2, or NAD) or to provide a similar
service capability to a non-ODIN desktop. The management of the OCS
infrastructure (i.e., cable plant and all active and passive components
required to deliver communication services) is bundled with each
communication service offered. Regardless of whether the service is
selected from this Service Model or via a standard bundled desktop seat,
the performance characteristics and service availability will be
identical. Furthermore, all of the services offered must support
research, S&E, and Centerwide Operations requirements as well as normal
Administrative requirements. In order to consistently support this mix
of requirements, the availability and performance characteristics will
be consistent for all OCS services unless otherwise specified.

### E.3.3.1 PHONE SERVICE {R3}

[Service Description:]{.underline} Provides the service to ensure an
appropriate phone instrument and complete phone system is available to
the specified Phone Type. This includes instruments, infrastructure, and
other required services to provide telephone related connectivity
within, and external to, the Center. Also included in this service is
the maintenance and administration of the telephone infrastructure;
basic services (operational configuration, engineering and maintenance
of analog and digital telephone switching system); moves, adds, changes;
corrective/preventative maintenance of telephone and facsimile
instruments and drops; and administration, operation, and maintenance of
Central Communication Center (CCC) (telephone and central fax
operators). The CCC provides telephone operators to direct incoming
calls, set up voice conferences, initiate foreign calls, and operate a
central facsimile service (if required by the Center). The CCC is
staffed during normal business hours (6:00am - 6:00pm, Monday through
Friday except Federal holidays). During off hours the incoming calls to
a Center's main number will be handled by an computerized system.
Performance levels include moves/adds/changes completed within the
specifications listed in E.3.1.8, Moves, Adds, Changes. Standard for
restore to service is close of business next day.

**Instrument**

[Service Description:]{.underline} Provides for the phone instrument
type.

  --------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- --------------------------------------------------
  **Single**              **Single line phone instrument**

  **Dual**                Dual line phone instrument

  **Multi-12**            **12 line phone instrument**

  **Multi-24**            **24 line phone instrument**

  **Cellular**            **Cellular phone with 500 minutes per month.**
  --------------------------------------------------------------------------

**Line Type**

[Service Description:]{.underline} Provides for the desired line type.

  -------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -------------------------------------------------
  **None**                **No connection**

  **Analog**              **Analog line**

  **Digital**             **Digital line**
  -------------------------------------------------------------------------

**Voice Mail {R3}**

[Service Description:]{.underline} Provides the services required for a
voice mail system with the following capabilities: recorded
announcements, audio and visual indicators of messages awaiting
retrieval, forwarding capability, broadcast (voice mail lists), 15
minutes of storage, auto dial voice mail caller, auto reply (send
message back to voice mail caller), create, delete, retrieval of
messages from any DTMF phone (internal or external to Center). Retrieval
of messages from external to the Center shall be accessible via a
toll-free line.

  -----------------------------------------------------------------------
  **[Service               **[Typical Service
  Levels]{.underline}**    Characteristic]{.underline}**
  ------------------------ ----------------------------------------------
  **None**                 **No voice mail**

  **Standard**             **Voice mail with above capabilities**

  **Enhanced**             **Voice mail with 30 minutes of storage**
  -----------------------------------------------------------------------

**Feature Set**

[Service Description:]{.underline} Provides for a standard set of
features to be provided with the phone seat

  ------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- ------------------------------------------------------
  **Standard**            **Call forwarding, transfer, forward, intra-Center
                          conferencing, camp, redial, hold**

  **Speaker**             **Standard features plus speaker phone**

  **Enhanced**            **Standard features plus speaker phone, call
                          pickup/hunt group, call park, speed call, auto dial,
                          caller ID**

  **Cellular**            **Low battery indicator, recharger, caller ID, call
                          waiting, roaming, speed call**
  ------------------------------------------------------------------------------

**Restore to Service**

[Service Description:]{.underline} Provides standard maintenance
services including:

-   System diagnostics and trouble shooting

-   System and component maintenance

-   Configuration changes, tracking, and documentation.

  -----------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -----------------------------------------------------
  **Basic**               **Restore to service within 3 working days**

  **Regular**             **Restore to service by close of next business day**

  **Premium**             **Restore to service within 8 work hours**

  **Enhanced**            **Restore to service within 4 work hours**

  **Critical**            **Restore to service within 2 contiguous hours**
  -----------------------------------------------------------------------------

### E.3.3.2 FAX SERVICE {R2}

[Service Description:]{.underline} The Fax service will provide a
comprehensive Administrative and operational plain paper facsimile
service for all areas, including installation and maintenance support.
Local Fax services are provided through the local phone service at each
NASA Center with NISN and commercial interfaces required for
inter-Center, commercial, and international facsimile services. The FAX
machines provided by this service are suitable for both office and
laboratory needs, and require only a minimal amount of supervision.
Moves/adds/changes shall be completed within the specifications listed
in E.3.1.8 Moves, Adds, Changes. Standard for restore to service is
close of business next day.

**Unit**

[Service Description]{.underline}: Provides for a standard set of
features to be supplied with the FAX {R3}

  -----------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -----------------------------------------------------------
  **Standard**            **A single phone line and desktop plain paper fax with
                          integrated handset, 5 page/min printing, 3 sec/page
                          scanning, 14.4 kbps line transmission speed, record of last
                          10 transactions**

  **Portable**            **A portable fax weighing 10 or less pounds and is not
                          required to be a plain paper fax.**

  **Enhanced**            **20 ppm plain paper**
  -----------------------------------------------------------------------------------

**Restore to Service**

[Service Description:]{.underline} Provides standard maintenance
services including:

-   System diagnostics and trouble shooting

-   System and component maintenance

-   Configuration changes, tracking, and documentation.

  --------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- --------------------------------------------------------
  **Basic**               **Restore to service within 3 working days**

  **Regular**             **Restore to service by close of next business day**

  **Premium**             **Restore to service within 8 work hours**

  **Enhanced**            **Restore to service within 4 work hours**

  **Critical**            **Restore to service within 2 contiguous hours**
  --------------------------------------------------------------------------------

**Option Set**

[Service Description:]{.underline} Provides for optional features that
can be supplied with the selected FAX service

  --------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- --------------------------------------------------------
  **Secure**              **Provides the capability of sending and receiving
                          secure faxes**

  **Mission Critical**    **Enhances level of reliability by providing on-site
                          swap out of the FAX service to minimize any loss of
                          availability**
  --------------------------------------------------------------------------------

### E.3.3.3 LOCAL VIDEO SYSTEM SERVICE {R2}

[Service Description:]{.underline} The video system service will provide
for the operation and maintenance of an existing Centerwide video
system. At a minimum this service will provide; CaTV (data and video),
video broadband, taping services, interfaces to uplink/downlink
satellite video, transfer live video, and transfer video conferencing.
Moves/adds/changes shall be completed within the specifications listed
in E.3.1.8 Moves, Adds, Changes. Standard for restore to service is
close of business next day.

Connection

[Service Description:]{.underline} Provides for a standard set of video
services and the associated infrastructure

  --------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- --------------------------------------------------------
  **Standard**            **Provides operation and maintenance of the existing
                          Center video system.**

  --------------------------------------------------------------------------------

**Restore to Service**

[Service Description:]{.underline} Provides standard maintenance
services including:

-   System diagnostics and trouble shooting

-   System and component maintenance

-   Configuration changes, tracking, and documentation.

  -----------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -----------------------------------------------------
  **Basic**               **Restore to service within 3 working days**

  Regular                 **Restore to service by close of next business day**

  **Premium**             **Restore to service within 8 work hours**

  **Enhanced**            **Restore to service within 4 work hours**

  **Critical**            **Restore to service within 2 contiguous hours**
  -----------------------------------------------------------------------------

**Option Set**

[Service Description:]{.underline} Provides for optional features that
can be supplied with the local video service

  ----------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- ----------------------------------------------------
  **Cable TV services**   **Access to cable services and local television
                          stations**

  **Video connection**    **Single connection to local video system**

  **Cable feed select**   **Provides remote selection of cable feed to a
                          location**
  ----------------------------------------------------------------------------

### E.3.3.4 ADMINISTRATIVE RADIO SERVICE {R2}

[Service Description:]{.underline} Provides for a two-way radio services
within a Center. Associated with this service is all the operations and
maintenance of a RF system including network assignment (frequency/user
network or talk group assignment) and administration. Moves/Adds/changes
shall be completed within the specifications listed in E.3.1.8 Moves,
Adds, Changes. Standard for restore to service is close of business next
day.

**Unit**

[Service Description:]{.underline} Provides for a two-way radio service
unit.

  -----------------------------------------------------------------------------
  **[Service                   **[Typical Service Characteristic]{.underline}**
  Description]{.underline}**   
  ---------------------------- ------------------------------------------------
  **Portable**                 **Handheld portable two-way radio**

  **Mobile**                   **Vehicle mounted two-way radio and antenna**

  **Base station**             **Fixed location transceiver**
  -----------------------------------------------------------------------------

**Remote Audio Connection Service**

[Service Description:]{.underline} Additional handset that connect to
the base station through audio circuit interfaces

  ------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- ------------------------------------------------
  **Standard**            **Wired handset/headset**

  Enhanced                Wireless handset / headset
  ------------------------------------------------------------------------

Restore to Service

[Service Description:]{.underline} Provides standard maintenance
services including:

-   System diagnostics and trouble shooting

-   System and component maintenance

-   Configuration changes, tracking, and documentation.

  -------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -------------------------------------------------
  **Basic**               **Restore to service within 3 working days**

  **Regular**             **Restore to service by close of next business
                          day**

  **Premium**             **Restore to service within 8 work hours**

  **Enhanced**            **Restore to service within 4 work hours**

  **Critical**            **Restore to service within 2 contiguous hours**
  -------------------------------------------------------------------------

### E.3.3.5 LAN INTERFACE SERVICE {R2}

[Service Description:]{.underline} Provides connectivity from a LAN that
is not operated or maintained by ODIN. ODIN will provide the necessary
LAN services to enable network connectivity across the interface.
Typically connections are provided to corporate LANs,
mission/operational LANs, laboratory LANs, WANs, etc. Moves/adds/changes
shall be completed within the specifications listed in E.3.1.8 Moves,
Adds, Changes. Standard for restore to service is close of business next
day. Services shall meet or exceed the performance requirements
specified in the tables below.

Connection

[Service Description:]{.underline} Provides for a single standard LAN
service

  ---------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- ---------------------------------------------------------
  **Regular LAN**         **Provides a single LAN connection with access rates less
                          than or equal to 20 Mbps and a guaranteed throughput
                          capability of 3 megabit per second for files 1 megabyte
                          or less in size on the operating network.**

  **Fast LAN**            **Provides a single LAN connection with access rates in
                          the range of 20 - 100 Mbps and a guaranteed throughput
                          capability of 30 megabit per second for files 10 megabyte
                          or less in size on the operating network.**

  **Huge LAN**            **Provides a single LAN connection with access rates
                          greater than 100 Mbps (available only after a Center
                          review and approval) and a guaranteed throughput
                          capability greater than 100 megabit per second for files
                          50 megabyte or less in size with \"Quality of Service\"
                          characteristics (e.g., bandwidth reservation) on the
                          operating network.**
  ---------------------------------------------------------------------------------

Restore to Service

[Service Description:]{.underline} Provides standard maintenance
services including:

-   System diagnostics and trouble shooting

-   System and component maintenance

-   Configuration changes, tracking, and documentation.

  -------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -------------------------------------------------
  **Basic**               **Restore to service within 3 working days**

  **Regular**             **Restore to service by close of next business
                          day**

  **Premium**             **Restore to service within 8 work hours**

  **Enhanced**            **Restore to service within 4 work hours**

  **Critical**            **Restore to service within 2 contiguous hours**
  -------------------------------------------------------------------------

### E.3.3.6 REMOTE COMMUNICATION SERVICE {R2}

[Service Description:]{.underline}

Connectivity which enables functionality similar to a local, direct
connected network user while the customer is at most remote locations
(e.g., on travel or at home). Since the user of this service will have
the same access to the Center\'s internal resources (e.g., mail or
internal use only WWW resources), certain security related procedures
will be required to be completed before access will be allowed.

This service will also be used to provide connectivity for non-portable
desktop systems located outside of a Center\'s physical boundaries. This
service can also be used to provide connectivity for a portable,
desktop, or LAN that is not operated or maintained by ODIN and is
located outside of a Center\'s physical boundary. Typically connections
are provided to Center staff and collaborators. Moves/adds/changes shall
be completed within the specifications listed in E.3.1.8 Moves, Adds,
Changes. Standard for restore to service is close of business next day.

Communications

[Service Description:]{.underline}

Provides for remote connections into Centerwide LAN service

  ---------------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- ---------------------------------------------------------
  **Standard**            **Provides a single asynchronous modem connection (of
                          comparable speed as modems provided by ODIN in Remote LAN
                          option of Desktop Seats)**

  **ISDN**                **Provides a single digital modem connection, up to
                          128kbps PRI**

  **MAN**                 **Provides for LAN to LAN connectivity, fractional T1 to
                          SONET**

  **Wireless**            **Provides for mobile connectivity from internal and
                          external locations to the Center**
  ---------------------------------------------------------------------------------

Restore to Service

[Service Description:]{.underline} Provides standard maintenance
services including:

-   System diagnostics and trouble shooting

-   System and component maintenance

-   Configuration changes, tracking, and documentation.

  -------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- -------------------------------------------------
  **Basic**               **Restore to service within 3 working days**

  **Regular**             **Restore to service by close of next business
                          day**

  **Premium**             **Restore to service within 8 work hours**

  **Enhanced**            **Restore to service within 4 work hours**

  **Critical**            **Restore to service within 2 contiguous hours**
  -------------------------------------------------------------------------

### E.3.3.7 PUBLIC ADDRESS SUPPORT {R2}

[Service Description:]{.underline} A service that provides audio
amplification and distribution of voice announcements . The system
providing this service consists of microphones, mixers, amplifiers
speakers and associated distribution components. Standard for restore to
service is close of business next day.

**Connection**

[Service Description:]{.underline} Provides a complete system to service
a Center\'s Public Address requirements. The standard system services an
entire facility and remains installed and operational. The portable
systems are used for both on and off site meetings, conferences and
special functions as required.

  --------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- --------------------------------------------------
  **Standard**            **Existing Public Address system**

  **Portable**            **Portable Public Address system**
  --------------------------------------------------------------------------

**Setup Service**

[Service Description]{.underline}**:** Setup and removal of portable
public address systems and support that are used for both on and off
site meetings, conferences and special functions, as required. Each
system will include 10 setups and removals per year.

  ----------------------- ---------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   

  **Regular**             **Setup within 5 days and removal within 3 days**

  **Critical**            **Setup within 4 work hours and removal within 1
                          day**
  ----------------------- ---------------------------------------------------

Restore to Service

[Service Description:]{.underline} Provides standard maintenance
services including:

-   System diagnostics and trouble shooting

-   System and component maintenance

-   Configuration changes, tracking, and documentation.

  --------------------------------------------------------------------------
  **[Service              **[Typical Service Characteristic]{.underline}**
  Levels]{.underline}**   
  ----------------------- --------------------------------------------------
  **Basic**               **Restore to service within 3 working days**

  **Regular**             **Restore to service by close of next business
                          day**

  **Premium**             **Restore to service within 8 work hours**

  **Enhanced**            **Restore to service within 4 work hours**

  **Critical**            **Restore to service within 2 contiguous hours**
  --------------------------------------------------------------------------

**\[End of Attachment E\]**