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diff --git a/www/nunocweb/service_levels.html b/www/nunocweb/service_levels.html new file mode 100644 index 0000000..69348be --- /dev/null +++ b/www/nunocweb/service_levels.html @@ -0,0 +1,160 @@ +<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN"
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+ <title>NUNOC - Service Levels</title>
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+ <table id="top_table" style="margin-top: 0;">
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+ <li class="level1"><strong class="level1">
+ Support & Fault reporting</strong>
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+ <li class="level2">
+ <a href="fault_reporting.html" class="level2">Fault reporting</a>
+ </li>
+ <li class="level2">
+ <a href="open_trouble_tickets.html" class="level2">Open trouble tickets</a>
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+ <strong class="level2">Service Levels</strong>
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+ <li class="level2">
+ <a href="service_status.html" class="level2">Service Status</a>
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+ </div>
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+
+<div id="ConfluenceContent"><h2 id="ServiceLevels-ServiceLevels">Service Levels</h2> + +<h3 id="ServiceLevels-NUNOCisafull24/7operations,withproactivesurveillanceandoperationsofthesupportedNetworksandServices">NUNOC is a full 24/7 operations, with proactive surveillance and operations of the supported Networks and Services</h3> + +<h5 id="ServiceLevels-DuringMannedhours(MondaytoFriday06:00-22:00):">During Manned hours (Monday to Friday 06:00 - 22:00):</h5> +<p>Faults can be reported by telephone and via e-mail. </p> + +<ul> + <li>Faults reported by telephone shall be answered within 2 minutes.</li> + <li>In exceptional cases, faults can be reported to a "telephone answering service". The NOC shall contact the person who has reported the fault within a maximum of 10 minutes.</li> + <li>The NOC shall confirm faults that are reported by e-mail within 10 minutes.<br /> +Fault isolation and reporting shall be effected as quickly as possible. </li> + <li>The NOC shall begin fault isolation within 5 minutes after the fault has been notified / reported.</li> + <li>The NOC shall notify the fault immediately after fault localisation to the relevant provider / operator if the fault is due to a fault in the connection and/or equipment and to the respective level 2 operation if the fault is not directly attributable to connections or equipment.</li> + <li>Proactive surveillance is done by means of "eyeballing" alarms from all Network mgt. and support system.</li> +</ul> + + +<h5 id="ServiceLevels-DuringOtherhours:">During Other hours:</h5> +<p>Faults can be reported by telephone and via e-mail. </p> + +<ul> + <li>Faults that are reported by telephone may be received by a "telephone answering service". The NOC shall contact the person who reported the fault within a maximum of 30 minutes.<br /> +Fault isolation and reporting shall be effected as quickly as possible. </li> + <li>The NOC shall begin fault isolation within 30 minutes after the fault has been notified / reported.</li> + <li>The NOC shall notify the fault immediately after fault localisation to the relevant provider / operator if the fault is due to a fault in the connection and/or equipment and to the respective level 2 operation if the fault is not directly attributable to connections or equipment.'</li> + <li>Proactive surveillance is done by means of SMS alarms sent from Network mgt. and support system.</li> +</ul></div>
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+ <p>NORDUnet A/S | Kastruplundgade 22 | DK-2770 Kastrup | DENMARK | Phone +45 32 46 25 00 | Fax +45 45 76 23 66 | info@nordu.net</p>
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+ </body>
+ </html> |