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HSCN consumer handbook: contents

Incident handling


Summary

This section outlines the incident reporting process for any part of your HSCN service.

The CN-SP is fully accountable and responsible for the management of their own services, using processes and techniques described in best management practice such as ITIL®, ISO 20000 or other recognised accreditations.

The HSCN Obligations Framework specifies the minimum standards that a CN-SP must meet.

Incident handling model

CN-SPs are responsible for the end-to-end management of all network related incidents beyond the boundary of your network. This incorporates a mixture of technical, operational, service and change management activities.

This means that incidents related to connectivity over the Peering Exchange, to another CN-SP or to the internet, up to the boundary after the ANM solution, are the responsibility of your CN-SP to resolve.

The CN-SP must provide a service desk during the contracted service hours for the reporting, management and communication related to incidents, service requests, complaints and enquiries. In the first instance, users should log support calls with their local IT support service who should conduct an initial investigation and triage as necessary through to the chosen CN-SP service desk.

You should report incidents to your local service desk to perform triage and, if appropriate, collate and escalate to the CN-SP. To enable incidents to be logged accurately, you should identify yourself as a HSCN consumer and provide:

  • your site location and identifier (site organisation data service code)
  • your contact number/name
  • a list of the equipment located at the site
  • details of the incident and services affected 
  • access times

If this information is not available, the CN-SP should try to identify the service and site from other information, but this may mean that logging the incident takes longer.

The CN-SP’s service desk should provide an incident reference number at the time of the incident report. HSCN consumers should use this incident refence number in any subsequent discussion or correspondence regarding the incident. Specific incident resolution time and service level agreements should be explained in your CN-SP’s service pack.

CN-SPs do not have responsibility for non-network related incidents, such as application issues. If an issue has been raised with the CN-SP that is identified as a non-network related incident, then you will be informed by the CN-SP that you are responsible for resolving the incident.

Figures 2 and 3 illustrate the incident model HSCN users and suppliers should follow for internet and general network related issues. When referencing figure 2 and 3, in cases where the consumer does not have a local service desk, you should refer to your local IT support.

HSCN incident model for internet related issues

Figure 2 - Incident model for internet related issues.

HSCN incident model for general network related issues

Figure 3 - incident model for general network related issues.

Previous chapter: HSCN consumer handbook: live HSCN

Next chapter: HSCN consumer handbook: service levels and incident severity

Last edited: 10 May 2019 2:00 pm