 |
-
Support & Fault reporting
- Fault reporting
- Open trouble tickets
- Support
- Escalation
- Service Levels
Service Levels
NUNOC is a full 24/7 operations, with proactive surveillance and operations of the supported Networks and Services
NUNOC Network Operations Center (NOC) is manned Monday to Friday 06:00 - 22:00 (called Manned hours)
Outside these hours NUNOC has a stand-by operations level (called Other hours).
During Manned hours:
Faults can be reported by telephone and via e-mail.
- Faults reported by telephone shall be answered within 2 minutes.
- 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.
- The NOC shall confirm faults that are reported by e-mail within 10 minutes.
Fault isolation and reporting shall be effected as quickly as possible. - The NOC shall begin fault isolation within 5 minutes after the fault has been notified / reported.
- 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.
- Proactive surveillance is done by means of "eyeballing" alarms from all Network mgt. and support system.
During Other hours:
Faults can be reported by telephone and via e-mail.
- 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.
Fault isolation and reporting shall be effected as quickly as possible. - The NOC shall begin fault isolation within 30 minutes after the fault has been notified / reported.
- 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.'
- Proactive surveillance is done by means of SMS alarms sent from Network mgt. and support system.