H44275 HUGHES NETWORK SYSTEMS, LLC 11717 Exploration Lane Germantown, MD 20876 SOLUTION TO TEXAS DIR Request for Offer DIR-TEX-AN-NG-001 Services Offered/Management Plan January 2011 (Updated April 19, 2017) This document printed on recycled paper. TABLE OF CONTENTS SECTION PAGE ACRONYMS AND DEFINITIONS ...................................................................................................VI 1.0 SERVICES OFFERED ..............................................................................................................1-1 1.1 HUGHES’ NOC LOCATIONS ................................................................................................1-1 1.1.1 Hughes’ NLV NOC Specifications .........................................................................................1-1 1.1.2 Hughes’ NLV NOC Physical Address ....................................................................................1-2 1.2 SERVICE OFFERING ..............................................................................................................1-2 1.2.1 Hardware ..................................................................................................................................1-3 1.2.2 Service Plans ............................................................................................................................1-3 1.2.3 Installation ................................................................................................................................1-4 1.2.4 Fixed Satellite Service..............................................................................................................1-4 1.2.5 Implementation ........................................................................................................................1-4 1.3 HUGHES CUSTOMER GATEWAY ......................................................................................1-19 1.4 PERFORMANCE MANAGEMENT .......................................................................................1-20 1.5 TEXAN SERVICE OFFERING MATRIX .............................................................................1-21 2.0 MANAGED NETWORK SERVICES – LARGE SCALE NETWORKS .............................2-1 3.0 SERVICE LEVEL AGREEMENTS ........................................................................................3-1 3.1 DEFINITIONS ...........................................................................................................................3-1 3.2 SERVICE LEVELS ...................................................................................................................3-2 3.2.1 Service Level 1: Network Availability ..................................................................................3-2 3.2.2 Service Level 2: Throughput .................................................................................................3-4 3.2.3 Service Level 3: Times to Restore ..........................................................................................3-5 3.2.4 Service Level 4: Time to Install ..............................................................................................3-7 3.2.5 Service Level 5: Round Trip Delay .......................................................................................3-8 3.2.6 Service Level 6: Chronic Sites ...............................................................................................3-9 3.2.7 Service Level 7: Monthly Service Reports ............................................................................3-10 3.3 PAYMENT OF SERVICE LEVEL CREDITS .......................................................................3-10 4.0 GEOGRAPHICAL COVERAGE .............................................................................................4-1 5.0 FIELD SERVICE .......................................................................................................................5-1 5.1 CORRECTIVE MAINTENANCE (FIXED VSAT) ...............................................................5-1 5.1.1 Remote Maintenance Excludes any of the Following (Fixed VSAT) ..................................5-1 5.2 REMOTE MAINTENANCE OPTIONS .................................................................................5-1 5.3 CURRENT SERVICE CITY LIST ..........................................................................................5-2 5.4 CUSTOMER RESPONSIBILITIES ........................................................................................5-3 6.0 SERVICE DELIVERY ..............................................................................................................6-1 6.1 FIXED VSAT INSTALLATION DESCRIPTION .................................................................6-1 6.2 FIXED VSAT DEINSTALLATION DESCRIPTION ............................................................6-2 6.2.1 Fixed VSAT Relocation/Move Description: Local ...............................................................6-2 6.2.2 Fixed VSAT Relocation/Move Description: Non-local ........................................................6-2 6.3 INSTALLATION SPECIFICATION AND TEMPLATE .....................................................6-3 6.3.1 Site Installation ........................................................................................................................6-3 6.3.2 Installation/Deinstallation Services ........................................................................................6-3 6.4 SERVICE DELIVERY MANAGEMENT ...............................................................................6-4 ii TABLE OF CONTENTS (Cont.) SECTION PAGE 7.0 SERVICE ORDERING .............................................................................................................7-1 7.1 SERVICE ORDER IMPLEMENTATION .............................................................................7-2 7.2 SERVICE ORDER MANAGEMENT .....................................................................................7-3 8.0 CHANGE MANAGEMENT .....................................................................................................8-1 8.1 CHANGE MANAGEMENT IMPLEMENTATION ..............................................................8-1 8.2 ONGOING CHANGE MANAGEMENT ................................................................................8-6 9.0 INVENTORY MANAGEMENT ...............................................................................................9-1 9.1 INVENTORY MANAGEMENT IMPLEMENTATION .......................................................9-1 9.2 ONGOING INVENTORY MANAGEMENT .........................................................................9-2 10.0 CUSTOMER CARE ...................................................................................................................10-1 10.1 HELP DESK IMPLEMENTATION ........................................................................................10-4 10.2 HELP DESK REPORTING ......................................................................................................10-7 11.0 BILLING .....................................................................................................................................11-1 11.1 DESCRIPTION ..........................................................................................................................11-1 11.2 REQUIREMENTS .....................................................................................................................11-1 11.3 CUSTOMER BILLING ............................................................................................................11-3 11.4 INVOICES (COMBINE DUPLICATIONS WHERE POSSIBLE) ......................................11-4 12.0 PROGRAM MANAGEMENT ..................................................................................................12-1 12.1 PROGRAM MANAGEMENT IMPLEMENTATION ..........................................................12-1 12.2 ONGOING PROGRAM MANAGEMENT .............................................................................12-7 12.3 PROGRAM MANAGEMENT REPORTING ........................................................................12-12 13.0 REPORTING ..............................................................................................................................13-1 13.1 PERFORMANCE MANAGEMENT .......................................................................................13-1 13.2 HELP DESK REPORTING ......................................................................................................13-7 14.0 ESCALATION ............................................................................................................................14-1 14.1 ESCALATION PROCEDURES ...............................................................................................14-1 15.0 TRAINING ..................................................................................................................................15-1 15.1 TRAINING PROCEDURES .....................................................................................................15-1 15.2 ONGOING TRAINING FOR BOTH DIR AND ITS CUSTOMERS AS NEEDED ...........15-1 16.0 MARKETING PLAN .................................................................................................................16-1 APPENDIX A : SUBSCRIBER AGREEMENT ..............................................................................A-1 iii LIST OF FIGURES FIGURE PAGE 1-1. Hughes’ North Las Vegas NOC.................................................................................................1-2