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<br />--- <br /> <br />.- <br /> <br />· IBM licensed program installation and removal. <br />· Performance tuning and analysis. <br />· Hardware support and problem analysis. (PPD must have a current IBM hardware <br />maintenance agreement covering all AS/400 machines included in this agreement.) <br />· Installation and configuration of memory, disk and 10 adapters that fall under a <br />II customer install II category by IBM. <br />· Training <br /> <br />Desktop support -MMI will provide desktop support to include the following services: <br /> <br />· Operating system installation, configuration and troubleshooting- <br />· Hardware installation, configuration and troubleshooting. <br />· Installation and removal of third-party desktop software. <br />· Assistance with procurement and capacity planning. <br />· Performance evaluation. <br /> <br />Help Desk -MMI will provide the following help desk access: <br /> <br />· 24X7 toll free live phone support. <br />· Personalized web access to trouble ticket generation and tracking- <br />· Monthly reporting on help desk usage. <br />· E-mail access for problem reporting. <br /> <br />On-site emergency support -MMI will provide on-site emergency support functions: <br /> <br />· Phone response to PPD within 15 minutes of help desk call- <br />· On-site representation within 6 hours of initial help desk call. <br />**Note: Emergency is defined as a mission critical, system down situation. <br /> <br />Networking support -MMI will provide the following services relating to networking: <br /> <br />· Network design. <br />· Network implementation, configuration and troubleshooting. <br />· Network performance evaluation and recommendations. <br />· Training <br /> <br />Web site and Application development <br /> <br />· Website design <br />· Website development <br />· Application development <br /> <br />Server support -MMI will provide the following Intel-based server support: <br /> <br />· Operating system installation, configuration and troubleshooting. <br />· Hardware installation, configuration and troubleshooting. <br />· Installation and removal of third-party desktop software. <br /> <br />Page 2 of 9 <br />