A CN-SP is an organisation that supplies, or is approved to supply, HSCN connectivity, having achieved the HSCN Compliance accreditation. A list of CN-SPs is available on our HSCN suppliers webpage.
After migrating to HSCN your chosen CN-SP will be responsible for managing your HSCN services to the minimum service wrap standards agreed. The minimum service wrap standards are described in the HSCN Obligations Framework - reference ID OPNSP.3.
Some consumers may require, and have entered into a contract for, an enhanced level of service. The full details of these support arrangements should always be described within the contract between your organisation and your CN-SP.
CN-SP’s are responsible for:
- compliance to the HSCN Obligations Framework
- compliance to the service levels and service level agreements agreed within the contract with you
- providing appropriate consumer contacts - for example; the service/account manager; service desk and any out-of-hours support numbers.
- providing information and guidance on the incident management process that you need to follow in the event of an incident
- providing a service desk for you to raise HSCN service incidents
- end-to-end ownership and management of incidents related to HSCN standalone service instances or integrated service instances on behalf of their consumers, including working with other suppliers within the HSCN model where required - see the incident handling model section for more information.
- reporting Severity 1 incidents to the HSCN Service Co-ordinator.
- escalation to the Service Co-ordinator where the CN-SP are unable to make progress with or resolve an incident across multiple HSCN supplier networks - for example CN-SP to NHS Secure Boundary, or CN-SP to another CN-SP
- providing you with performance data, to help you manage your contract and performance
- providing an online customer relationship management (CRM) portal for you to see real-time statistics relating to your sites, access circuits and associated services
- business as usual management and capacity reporting, and advice on service improvements, such as capacity increases if utilisation thresholds are breached
Additional information on CN-SPs responsibilities can be found in the HSCN Mandatory Supplemental Terms.