# 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 4.3.1.1: Incident and problem management


This service deals with incidents originating from Service Desk users (including system operations). An incident may be defined as a simple request for information or clarification, but may also be categorized as the reporting of non-compliant behaviour of a specific component.
An incident is defined as an unexpected event that is not part of the standard operation of the infrastructure or a failure that degrades an operational CCN/CSI service. An incident is solved when the service is restored.
The incident can be related to the following Configuration Items (CI):
the hardware under responsibility of the Service Provider: CCN gateways, security devices, Customer Premises Routers (CPR) and other network connectivity devices on the EuroDomain (DG TAXUD CCN Infrastructure) LAN;
the software running on the encryption devices;
the system software running on the gateways: Operating System, basic communication software such as TCP/IP, etc.;
the third-party software running on the gateways such as Tuxedo, MQSeries, Sun ONE Directory Server, PostgreSQL, Apache, etc.;
the CCN Mail III;
the CCN/CSI software running on the gateways;
the CSI software running on the Application Platforms;
SIAP (Secure Internet Access Point) – Unified Defence.
A problem is identified either from a single incident which has an extremely adverse impact on the user service and for which the cause is unknown, or from multiple incidents exhibiting common symptoms. A problem is solved when the cause is identified and removed.
When an incident occurs, the situation is investigated in order to restore the operational CCN/CSI services (if needed) and to find the root cause of the incident. The Service Provider helps to resolve incidents in the NA application software, at the level of the interface with CCN/CSI, as long as this has no impact on the other services to be provided by the Service Provider. The Service Provider assistance consists in providing information about the correct usage of CCN/CSI. It does not consist in participating in the debugging of NA application software.

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Source: https://www.legislation.gov.uk/eudn/2019/425/schedule/ANNEX II/division/4./division/4.3./division/4.3.1./division/4.3.1.1. (the official version)
Page: https://openlegislation.uk/eu-decision-2019-425/schedule-ANNEX II/division-4./division-4.3./division-4.3.1./division-4.3.1.1.
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.