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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>
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<h5 id="ServiceLevels-DuringOtherhours:">During Other hours:</h5>
<p>Faults can be reported by telephone and via e-mail. </p>
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<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>
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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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