Operation

Service target

The central SDN service target is 99.9% uptime during operating hours – i.e. 24/7 and every day between 00.00 and 24.00.

Service target for response and resolution time:

• P1 and P2 cases: response 30 minutes. Resolution 4 hours
• P3 cases: response 8 hours. Resolution 12 hours
• P4 cases: response 24 hours. Resolution 48 hours

Operating reports

TDC NetDesign A/S prepares a monthly operating report in Danish in relation to the agreed SLA.

Operating status

You can use the following links to monitor the operating status of both the central SDN (Smokeping) and all SDN connections (Smokeping).

Via the following link you can follow a monthly management report on operation and use/traffic(pdf) (in Danish).

Service windows

Service windows for normal changes are generally performed 1st and 3rd Tuesday of the month between 21.00 and 03.00. Redundant equipment is updated the day before during daytime.

Service windows for routine standard changes are generally performed 1st Tuesday of the month and redundant equipment 4. Tuesday of the month – both from kl. 07:00.

Notification concerning service windows is usually sent to connected parties 1 – 3 days before the service window, depending on the estimated local planning requirement. However, standard changes are not notified.

Technical support

Use the following link to access information and contact details for technical support.