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Division 4.2 OBLIGATIONS OF THE SERVICE REQUESTER (OSR)

Original text. Later amendments are not shown.

The Service Requester shall:

Table 7

Obligations of the Service Requester (OSR)

Technical and Infrastructure level
[OSR1]

House the DG TAXUD CCN Infrastructure equipment provided by the DG TAXUD and provide appropriate:

  • Rack/Storage space;

  • electrical power supply;

  • HVAC.

[OSR2]Make sure that the CCN/CSI components are ‘electrically’ connected to the UPS. Specific adaptations to local standards (e.g. plug adapters) have to be provided by the Service Requester.
Operational and Organisation level
[OSR3]Assign personnel in charge of the roles listed in RD5.
[OSR4]

Ensure presence outside of normal working hours whenever deemed necessary and requested by the Service Provider.

For some operations performed by the backbone carrier or by the Service Provider, the coordination and/or the presence of the LSA from the Service Consumer may be required. There will be at least one-month notice in order to plan these activities; full cooperation is necessary in order to respect the complex planning due to the number of sites.

[OSR5]Never stop any of the DG TAXUD CCN Infrastructure equipment without formal authorisation from the Service Provider.
[OSR6]Ask for the formal authorisation from the Service Provider before installing on the DG TAXUD CCN Infrastructure equipment additional hardware or software components that do not belong to the standard delivery package.
[OSR7]Provide a clear description of the perceived/reported incidents, reported by the service requester.
[OSR8]Collaborate actively with the Service Provider and/or his representatives when required for the delivery of services.
Communication level
[OSR9]Use exclusively the contact points at the Service Provider and inside their own organisation.
[OSR10]Notify the Service Provider of any absence of the contact points during the opening hours of the Service Provider, or, at least, provide a backup able to replace the contact points.
[OSR11]Notify the Service Provider of any modification of its own contact points, at least 5 working days before this modification becomes effective.
[OSR12]

Notify the Service Provider of any scheduled INFRASTRUCTURE maintenance potentially affecting the DG TAXUD CCN Infrastructure equipment hosted at the Service Consumer premises (at least one week in advance for all equipment).

e.g.: planned power or network infrastructure outages, DC move, IP-address changes, ….

[OSR13]Notify the Service Provider of any external problem such as power failure affecting the good running of the CCN Gateways and application platforms.
[OSR14]Notify Service Provider, through a formal request, at least six months in advance for any moving of DG TAXUD CCN Infrastructure equipment. The Service Requester takes in charge the costs of the moving operations. Refer to RD6 for more details about the procedure.
[OSR15]Notify the Service Provider of any outage of the secured links between the DG TAXUD CCN Infrastructure and the Service Requester (NA or peer DG).
[OSR16]Notify the Service Provider of any outage of the Application Platforms.
[OSR28]The service requester is requested to communicate any planned local DC/Computer room outage (incl. WAN) 1 (one) working week upfront. This in order for DG TAXUD to be able to put in place the necessary communication to any other involved stakeholders.
Security and User Management level
[OSR17]Manage the local user accounts on the CCN Gateway (cf. RD2).
[OSR18]Grant physical access permission to the equipment and staff mandated by the Service Provider when required.
[OSR19]Authorise the appropriate TCP ports in the Service Consumer network (National Domain) (cfr. RD2).
[OSR20]Ensure that the Network Encryption Devices (currently Juniper SSG) at the Service Requester site is located in an access-controlled area.
[OSR21]Restrict access to all devices of the DG TAXUD CCN Infrastructure to authorised personnel. The access shall be allowed only on request from the CSA. Unwanted access to these devices can jeopardise the security or at least cause network outages.
[OSR22]

Respect the rules and recommendations put forward in the ‘Security documents’:

  • CCN/CSI General Security Policy RD5;

  • CCN/CSI Baseline Security Checklist RD6.

Application Management Development
[OSR27]The Service Requester is sole responsible for the development, support and management of its applications. They must conform to the rules defined in RD8.

Notes on Attachment

Footnotes

f1

OJ L 195, 1.8.2018, p. 3.