NUNOC - Service Levels

Service Levels

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.

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.