Классификация

The equipment is not operational.

Problems that seriously affect the services provided to subscribers, tariffs and technical maintenance characteristics, and require correction regardless of the time of day or day of the week. Termination of incoming and/or outgoing communications;
Reduction in the network node throughput by more than 40% of the normal system/network node throughput for traffic;
Complete loss of functionality of a network node;
Cyclic restarts/reboots of the network node;
It is impossible to return to a previous version of the software;
Complete loss of control over a network element and/or the main functions of the system;
Complete lack of ability to monitor or collect accidents, as well as statistics from systems and/or network elements;
Lack of billing information sufficient for correct traffic pricing;
Significant loss of revenue to the Customer due to equipment;
Violations of functions that ensure operation of SORM equipment.

Equipment partially inoperative.

Problems that have a serious impact on the operation, maintenance, and administration of network elements and problems that require immediate attention. The urgency is lower than in critical situations due to the lower threat. A loss of functionality comparable to a general loss of the ability of a system and/or network element to operate effectively;
A reduction in bandwidth or traffic handling capacity such that expected loads cannot be handled;
The equipment requires periodic rebooting to ensure operability at a frequency of less than once every 12 hours;
The need for a constant presence of a specialist to maintain the equipment in working order;
Complete inoperability of individual system functions for generating reports, accidents, statistics, or the ability to diagnose a network element;
Failures of the non-redundant part of the equipment or the presence of prerequisites for their occurrence;
Violations of the integrity of the data or databases of the System or billing;
Impairment of the System's ability to provide any required notification of a critical or significant failure;
Problems with service pricing;
Violation of equipment control functionality, violation of equipment condition monitoring functionality, violation of security issues.

Violation of the functionality of equipment without affecting the services provided.

Problems that reduce the functionality of a network element or affect the services provided to subscribers. Short-term disruptions in operation equivalent to failures of systems or subsystems;
Equipment/process utilisation is unreasonably high;
Partial disruption of equipment control functionality;
Repeated degradation of network interface performance;
Partial disruption of equipment condition monitoring functionality;
Failures in the redundant part of the equipment;
Reduced accessibility for maintenance and troubleshooting operations;
Impairment of the System's ability to provide any required notification of a critical or significant failure;
Reduced bandwidth/traffic measurement capabilities;
Violation of the functionality of providing basic statistical data.

Other deviations in the operation of equipment that do not fall under the descriptions of more critical priorities in terms of significance.

Conditions that do not lead to significant deterioration in the functioning of the system and do not have a significant impact on the services provided to subscribers. Issues that do not affect traffic;
Engineering claims and technical information requests are classified as minor;
Violation of the functionality of providing optional statistical data, inaccuracies in documentation, etc.

Availability of service 24 hours a day, 7 days a week
Contact without departure. Response time ≤15-30 minutes
On-call. Ready to leave. Next business day
Call with departure. Arrival at the site Within a reasonable time (depending on the transport schedule)
Restoring service, providing a temporary solution If the Customer has provided the Contractor with the agreed remote access:
≤4 hours. The time is counted from the moment the agreed remote access (PO) is organized
In other cases:
≤8 hours
Adopting a temporary solution In the event of a successful completion of the stability period of the temporary solution, the Customer accepts this decision as the basis for terminating the provision of the Emergency Support Service for this case. From now on, the problem is considered only as a Critical/Major defect, depending on the situation that will occur after the implementation of the Temporary Solution. The priority is lowered to 3rd, "Medium".