Appendix : Service Performance Targets (Informative) Classes of Service (CoS): Multiple CoS - CoS are to be available in a number of pre-configured profiles and selected custom profiles that set the proportion of each UNI allocated to each CoS. Customers will be able to choose which of the available CoS profiles will be used for each UNI. Real-time Optimised for applications involving real-time human interaction, multimedia interactions such as interactive video or IP voice e.g. – Mobile Surgery Services. Interactive Optimised for applications involving interactive input and response, such as human-to-PC conversations, for example thin client – (Citrix/Sun Ray, SNA, Telnet, H.323 signalling), streaming video and audio, web browsing, instant messaging. Best Effort For applications such as Personal Computer-to-Personal Computer transmission of files and objects, form based interactions or – structured and unstructured messaging that need fairly prompt delivery, e.g. database access, HL7 Messaging (pathology results, eReferrals), Accident Compensation Corporation (ACC) and HealthPac Claiming, email, FTP downloads. Table : Service Performance Targets Service Attribute Attribute Definition Service Target Agreed service The hours during which, if a customer call or monitoring alarm 0700 to 1900 business days, or longer where hours indicates a fault, the TSP will commence restoration work. relevant Service Level Options are offered. 1.a Optional extended Extended hours during which, when a customer call or monitoring Option a: 0700 to 1900 x 7 days. service hours alarm indicates a fault, the TSP will commence restoration work. 24 hours x 7 days. Option b: Call reception The hours during which incoming telephone calls from customers to Calls accepted 24 hours x 7 days and the TSP Help Desk are accepted and logged, and the call answering answered within 20 seconds. times. Monitoring hours The hours during which infrastructure monitoring systems are 24 hours x 7 days. operational. Proactive Alarm The elapsed time between a service-impacting alarm or a major core Customer notified within 45 minutes (Manual) Notification network event occurring and the customer being notified that it has or 30 minutes (Automated) of alarm occurred and is being investigated. occurrence during agreed service hours, or as otherwise agreed.
Appendix : Service Performance Targets (Informative) Classes of Service (CoS): Multiple CoS - CoS are to be available in a number of pre-configured profiles and selected custom profiles that set the proportion of each UNI allocated to each CoS. Customers will be able to choose which of the available CoS profiles will be used for each UNI. Real-time – Optimised for applications involving real-time human interaction, multimedia interactions such as interactive video or IP voice e.g. Mobile Surgery Services. Interactive – Optimised for applications involving interactive input and response, such as human-to-PC conversations, for example thin client (Citrix/Sun Ray, SNA, Telnet, H.323 signalling), streaming video and audio, web browsing, instant messaging. Best Effort – For applications such as Personal Computer-to-Personal Computer transmission of files and objects, form based interactions or structured and unstructured messaging that need fairly prompt delivery, e.g. database access, HL7 Messaging (pathology results, eReferrals), Accident Compensation Corporation (ACC) and HealthPac Claiming, email, FTP downloads. Table : Service Performance Targets Service Attribute Attribute Definition Service Target Agreed service hours The hours during which, if a customer call or monitoring alarm indicates a fault, the TSP will commence restoration work. 0700 to 1900 business days, or longer where relevant Service Level Options are offered. 1.a Optional extended service hours Extended hours during which, when a customer call or monitoring alarm indicates a fault, the TSP will commence restoration work. Option a: 0700 to 1900 x 7 days. Option b: 24 hours x 7 days. Call reception The hours during which incoming telephone calls from customers to the TSP Help Desk are accepted and logged, and the call answering times. Calls accepted 24 hours x 7 days and answered within 20 seconds. Monitoring hours The hours during which infrastructure monitoring systems are operational. 24 hours x 7 days. Proactive Alarm Notification The elapsed time between a service-impacting alarm or a major core network event occurring and the customer being notified that it has occurred and is being investigated. Customer notified within 45 minutes (Manual) or 30 minutes (Automated) of alarm occurrence during agreed service hours, or as otherwise agreed.
hiso-10037.3-2015-connected-health-uni-specifications.docx