# 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 5.2.2: SQI on the Duty Period


The Service Provider's ‘Duty Period’ is the hours of coverage of the Service Desk function. The duty is ensured by the Service Provider SD 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 Service Window. 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.
The SLA limit is defined as follows:
LIMIT
Service Desk shall not be unreachable during the duty period more than 2 times / month

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Source: https://www.legislation.gov.uk/eudn/2019/425/schedule/ANNEX II/division/5./division/5.2./division/5.2.2. (the official version)
Page: https://openlegislation.uk/eu-decision-2019-425/schedule-ANNEX II/division-5./division-5.2./division-5.2.2.
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.