Overview of Standard Services of ANECT Technical Support
Delivered Service Level | Service Availability | Response Time | Intervention Time | Repair Time | Status Update Interval |
|---|---|---|---|---|---|
| BASIC Expert Assistance | |||||
| OpNPD - 5x8 * | 5x8 | - | NBD | - | 24 hrs after Intervention Time |
| BASIC Service | |||||
| DoNPD - 5x8 * | 5x8 | 1 hour | - | NBD | - |
| DzNPD - 5x8 * | 5x8 | 1 hour | NBD | - | 24 hrs after Intervention Time |
| STANDARD Network Monitoring | |||||
| Pd - 7x24 | 7x24 | - | 30 min. | - | - |
| STANDARD Expert Assistance | |||||
| OpNPD - 5x8 * | 5x8 | - | NBD | - | 24 hrs after Intervention Time |
| STANDARD Service | |||||
| Do2 – 7x24 | 7x24 | 30 min | - | 2 hrs | - |
| Do4- 7x24 | 7x24 | 1 hrs | - | 4 hrs | - |
| Do6 – 7x24 | 7x24 | 1 hrs | - | 6 hrs | - |
| Do8 – 7x24 | 7x24 | 1 hrs | - | 8 hrs | - |
| Do24 - 7x24 | 7x24 | 1 hrs | - | 24 hrs | - |
| DoNPD - 5x8 * | 5x8 | 1 hrs | - | NBD | - |
| Dz2 – 7x24 | 7x24 | 30 min | 2 hrs | - | 4 hrs after Intervention Time |
| Dz4 – 7x24 | 7x24 | 1 hrs | 4 hrs | - | 8 hrs after Intervention Time |
| Dz6 – 7x24 | 7x24 | 1 hrs | 6 hrs | - | 12 hrs after Intervention Time |
| Dz8 – 7x24 | 7x24 | 1 hrs | 8 hrs | - | 16 hrs after Intervention Time |
| Dz4 – 5x8 * | 5x8 | 1 hrs | 4 hrs | - | 8 hrs after Intervention Time |
| Dz8 – 5x8 * | 5x8 | 1 hrs | 8 hrs | - | 16 hrs after Intervention Time |
| DzNPD - 5x8 * | 5x8 | 1 hrs | NBD | - | 24 hrs after Intervention Time |
| PREMIUM Network Monitoring | |||||
| Pd - 7x24 | 7x24 | - | 30 min. | - | - |
* Note - on Business Days Monday to Friday from 8:00 to 16:00
Table 2 Service levels of delivered technical support
