UltraNet Services / Ultra Tech - Nuclear Regulatory Commission (NRC) Support Policy

1.0 Policy

It is the policy of Ultra Tech NETOPS to provide man power support to Ultra Tech's NRC project.

2.0 Scope

This policy applies to the staff and management of both NETOPS and the NRC project.

3.0 Guidelines

NETOPS will provide man power support to the NRC project by providing one technician to work on-site at the NRC office in Rockville, MD whenever one of the NRC project staff members will be out of the office. Support will include multiple consecutive days, if necessary. NETOPS will provide NRC project support within the guidelines and procedures defined in this policy.

1. NRC Support requests will be treated as normal requests for assistance by NETOPS and will be recorded and tracked with a helpdesk ticket.
2. While normal helpdesk tickets have three priority types, NRC Support request related tickets will only have three priority types, Routine, Urgent & Emergency.

   Routine - applies to NRC Support requests received more than 24 hours in advance so they can be scheduled on the NETOPS calendar.

   Urgent - applies to NRC support requests received which require a NETOPS technician be sent to Rockville, MD the next business day.

   Emergency - applies to NRC support requests received which require a NETOPS technician be sent to Rockville, MD the same day.

3. On the day NRC support is needed the NETOPS technician assigned to AM Duty will provide the support.
4. When providing routine support the AM Duty technician will drive directly to Rockville, MD and not stop by the NETOPS office first.
5. When providing emergency support the AM Duty technician will have already arrived at the NETOPS office, and will leave immediately upon receiving the support request and drive to the NRC Office in Rockville, MD.
6. The AM Duty technician may take METRO if he/she desires.
7. The AM Duty technician may submit for reimbursement of local travel in accordance with company policy, the travel will be billed to the NRC project.
8. The NRC Project manager will request support by calling NETOPS at extension 300. If no one answers the phone then the manager should leave a message. If the NRC support request is an emergency as defined in this document the Project Manager should also page the NETOPS Team Leader.
9. If the NRC Project Manager is not available and the NRC On-Site Team Leader needs NETOPS support he/she may call NETOPS directly and request support.
10. The NRC project manager will have read proxy access to the NETOPS calendar in GroupWise in order to have access to the AM Duty roster so he/she will be able to find out who is supporting NRC on any particular day.

4.0 Procedures

The following procedure outlines the process used by NETOPS to provide support to the NRC project.