# Council Decision (EU) 2019/425 of 12 March 2019 on the position to be taken on behalf of the European Union within the Joint Committee established by the Agreement between the European Union and the Kingdom of Norway on administrative cooperation, combating fraud and recovery of claims in the field of value added tax, Division 5.1.1.1: Agreement


The Commission shall make available a Service Desk in order to respond to any questions and to report any problems which Norway experiences with the systems and applications for administrative cooperation and recovery of claims in the area of VAT or any component that could affect them. This Service Desk will be operated by ITSM and its operating hours shall be the same as the ITSM working hours.
The availability of the ITSM Service Desk shall be ensured in at least 95 % of the operating hours. All questions or problems can be communicated to the service desk during the ITSM working hours by telephone, fax or e-mail and outside those working hours by e-mail or fax message. Where these questions or problems are sent outside the working hours of the ITSM they shall be automatically deemed to have arrived at 8:00 CET on the next working day.
The Service Desk shall register and classify the service calls in a Service Management Tool and shall inform the reporting Party of any change in status regarding their service calls.
The ITSM shall deliver a first line support to the users and shall dispatch any service call, which is the responsibility of another party (e.g. developer's team, ITSM contractors) within the specified time. ITSM shall ensure compliance with the registration deadlines in at least 95 % of the cases occurring over a reporting month.
The ITSM shall monitor the resolution procedure for all service calls and shall start an escalation procedure by informing the Commission where the resolution period exceeds a predefined threshold, which will depend on the type of problem.
The priority level shall determine both the response and the resolution times. This is set by ITSM, but Member States or the Commission may require a specific priority level.
The registration time is the maximum time interval that is allowed to pass between the time of the receipt of the email and the sending of the acknowledgment email.
The resolution time is the time interval between the registration of the incident and the resolution information being sent to the issuer. This also includes the time involved in closing the incident.
These shall not be absolute deadlines as they take into account only the time when ITSM acts on the service call. When a service call is dispatched to Norway, the Commission or another party (e.g. developer's team, ITSM contractors) then this time does not form part of the resolution time of ITSM.
ITSM shall ensure the compliance with the registration and resolution deadlines in at least 95 % of the cases occurring over a reporting month.
Table 5
Registration times and resolution times (working hours / days)
PRIORITY
REGISTRATION TIME
RESOLUTION TIME
P1: Critical
0,5 h
4 h
P2: High
0,5 h
13 h (1 day)
P3: Medium
0,5 h
39 h (3 days)
P4: Low
0,5 h
65 h (5 days)

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Source: https://www.legislation.gov.uk/eudn/2019/425/schedule/ANNEX I/division/5./division/5.1./division/5.1.1./division/5.1.1.1. (the official version)
Page: https://openlegislation.uk/eu-decision-2019-425/schedule-ANNEX I/division-5./division-5.1./division-5.1.1./division-5.1.1.1.
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.