PSN service management obligations for GCN services
Published 5 November 2015
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Please note that the reference numbers to these obligations are not sequential as they have been retained from the previous publication of service management obligations.
Incident management obligations
Obligation INC.5 mandatory for GCNSPs
This is a minimum service level. Log and acknowledge receipt of incidents passed to you, measured from the time the incident is received to the time it is logged or rejected (with justification), within 30 minutes for 90% of all incidents during the agreed service time. The time period over which this service level is measured is 3 months.
Obligation INC.11 mandatory for GCNSPs
This is a minimum service level. Inform other GCNSPs and affected DNSPs when an incident is raised or when the status of a service changes, within 30 minutes from the time the incident is raised or the status of the service changes.
Service desk obligations
Obligation SER.2 mandatory for GCNSPs
This is a minimum service level. Provide a service desk function able to manage Incidents at all times.
Obligation SER.3 mandatory for GCNSPs
This is a minimum service level. Provide a service desk function able to manage changes, service requests and enquiries during office hours.
Management information reporting obligations
Obligation MIR.1 mandatory for GCNSPs
Provide the prices charged for GCN services to each DNSP customer to the PSN team annually, by the 15th of the month following period end.
Obligation MIR.3 mandatory for GCNSPs
Provide the number of GCN service ‘instances’ deployed and in live operation to the PSN team on a quarterly basis.
Obligation MIR.4 mandatory for GCNSPs
Provide the number of service incidents raised by severity level to the PSN team on a quarterly basis.
Obligation MIR.5 mandatory for GCNSPs
Provide the number of occasions that a DNSP customer of the GCN service was not informed within 30 minutes when a service affecting incident was raised, or the status of an existing incident changed, and also as a percentage of the total number of Incidents raised, to the PSN team on a quarterly basis.
Obligation MIR.6 mandatory for GCNSPs
Provide the number of service incidents reported to the service provider but not accepted or rejected (with justification), within 30 minutes for 90% of all incidents received in any one hour during the agreed service time, and also as a percentage of the total number of incidents raised, to the PSN team on a quarterly basis.
Obligation MIR.7 mandatory for GCNSPs
Provide the number of security incidents escalated to CERT UK or GovCert UK, and also as a percentage of the total number of incidents, to the PSN team on a quarterly basis.
Obligation MIR.8 mandatory for GCNSPs
Provide a narrative across all incidents explaining any trends particularly in types of Incident and what is being done about them to the PSN team on a quarterly basis.
Obligation MIR.9 mandatory for GCNSPs
Provide a narrative across all problems detailing the number of problems remaining open, the number of problems closed and the number of new problems raised, explaining any trends and what is being done about them, to the PSN team on a quarterly basis.
Obligation MIR.10 mandatory for GCNSPs
Provide the number of tier 2 or tier 3 changes raised and for which the service provider has been identified as the change owner to the PSN team on a quarterly basis.
Obligation MIR.11 mandatory for GCNSPs
Provide the number of emergency changes which the service provider has had to implement for its GCN service, and also as a percentage of the total number of changes raised against that service, to the PSN team on a quarterly basis.
Obligation MIR.16 mandatory for GCNSPs
Provide the number of occasions that the PSN GCN has been unavailable due to scheduled and unscheduled maintenance activities and the effective % availability outage calculated as the: total time in a period – total time unavailable in a period / total time in a period in seconds to the PSN team on a quarterly basis.