Division 2.2 DEFINITIONS OF TERMS FOR THE PURPOSE OF THE CCN/CSI SLA
Table 4
Definitions
| TERM | DESCRIPTION |
|---|---|
| Reporting period | The elapsed time covered is one month. |
| Working day | The working days are the working days of the Service Provider Service Desk. These are 7 days a week including public holidays. |
| Working hour | The working hours are the working hours of the Service Provider SD. These are 24/24 during the working days. |
| Duty Period | The Service Provider's ‘Duty Period’ is the hours of coverage of the Service Desk function. The duty is ensured by Service Provider SD from 24/24, 7 days a week including public holidays. Depending of the CI's Service Window, there is an immediate action (24/7) or the intervention is scheduled for the next day. Letter, fax, e-mails and electronic requests (through the ITSM Portal) are accepted at any moment. Incoming requests are registered as ‘Service Calls’ in the Service Provider Service Desk management system. |