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 |