CN-SPs shall comply with the minimum service levels set out in the HSCN CN-SP Service Management Requirement Addendum.
These service levels apply during the service hours contracted between the HSCN consumer and the CN-SP.
This page defines each service failure severity level. It also describes the complaints and escalations policy network providers should have in place, and who has responsibility for data security over the network.
Higher severity service incidents (HSSIs), sometimes referred to by suppliers as 'major incidents', are incidents that cause a serious interruption of business activities. For each severity level, the resolution time SLA may differ if the HSCN consumer has selected an alternate HSSI fix level in its Customer Service Specification Template under Crown Commercial Services framework RM3825.
Service levels and incident severity classification