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Part of HSCN consumer handbook

Incident handling

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


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

The CN-SP shall be fully accountable and responsible for the service management and delivery of their own services, using processes and techniques as 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 for the HSCN connectivity services they deliver.

These are available on the HSCN supplier information page.

Incident handling model

CN-SPs are responsible for the end-to-end management of all network related incidents beyond the boundary of the consumer’s 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 Secure Boundary solution are the responsibility of the consumer’s CN-SP to progress through to resolution on behalf of their consumers.

The CN-SP shall 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.

To enable the incident to be logged accurately, persons reporting incidents should identify themselves as the HSCN consumers and whenever possible provide the information below to the local service desk that will perform first line triage, who if appropriate will collate and escalate the following information to the CN-SP:

  • Site location and Identifier (Site ODS code)
  • Contact number/Name
  • Equipment located at the site
  • Incident details of services impacted
  • Access times

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

The CN-SPs service desk should provide an incident reference number at the time of the incident report. HSCN consumers should use their incident refence number allocated by the CN-SP in any subsequent discussion or correspondence regarding the incident. Specific incident resolution time should be detailed in your CN-SPs service pack provided to you.

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 the customer will be informed by the CN-SP and will be responsible for the logging the incident with the appropriate resolving group.

Figure 2 illustrates the incident model HSCN users and suppliers should follow.

HSCN consumer incident model

Last edited: 5 May 2022 4:20 pm