Unified Communications Management

This Service provides end-to-end management, operations, and sustainment of Unified Communications (UC) environments to ensure secure, reliable, and high-availability voice, video, and real-time collaboration services in support of mission, enterprise, and DoD operations. The Service spans the full operational lifecycle of UC platforms, from system integration and configuration through steady-state operations, monitoring, incident response, and sustainment.

Execution includes administration and sustainment of enterprise telephony, Voice over IP (VoIP), video conferencing, contact center, and collaboration platforms. The Service delivers continuous monitoring, fault detection, incident resolution, preventive and corrective maintenance, configuration management, and performance optimization to maintain UC service availability and quality.

The Service emphasizes clear operational accountability for UC service uptime, disciplined sustainment practices, rapid service restoration, and coordination with network, infrastructure, cybersecurity, and customer stakeholders to ensure end-to-end communication performance. Activities are performed in alignment with approved change control processes, cybersecurity requirements, and service management best practices.

This Service intentionally excludes physical telecommunications infrastructure installation and sustainment (ISP/OSP), network architecture and security engineering design, and cybersecurity authorization services, preserving clear separation between UC operations and other lifecycle services within the NTI portfolio.