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Agreement for CIP Services for Core DA MC- Appendix A - Service Description CIP Services – Version
1.0
Agreement for CIP Services for Core DA MC
Appendix A
Service Description CIP Services
Version 1.0
Page 1 of 16
Agreement for CIP Services for Core DA MC- Appendix A - Service Description CIP Services – Version
1.0
Table of Contents
Section 1 Provision of hardware, infrastructure and services............................................3
1.1 Provision of hardware & infrastructure...............................................................3
1.2 Provision of services and software ....................................................................5
Obligation of NEMOs .........................................................................................7
Section 2 Scope of CIP Services .......................................................................................7
Section 3 Hosting and CIP Environments..........................................................................7
Section 4 Connectivity and Security ..................................................................................7
Data centers.......................................................................................................8
4.1 CIP Service environments .................................................................................8
4.2 Hosting Environment Setup ...............................................................................8
4.3 Connectivity to ECP Nodes ...............................................................................8
4.4 TSO MPLS network connection.........................................................................8
4.5 Colt MPLS (Connectivity for NEMOs)................................................................9
4.6 High availability concept ....................................................................................9
4.7 Collective ECP production environment ......................................................... 10
4.8 Collective ECP preproduction environment .................................................... 10
4.9 Data management services ............................................................................ 11
4.10 Server management ....................................................................................... 11
4.11 Database management................................................................................... 11
4.12 Network management..................................................................................... 11
4.13 Connectivity and service monitoring ............................................................... 11
4.14 Maintenance, IT support & operation.............................................................. 11
4.15 CIP Incident management .............................................................................. 12
Section 5 5.1.1 CIP incident classification ..................................................................... 12
5.1 5.1.2 Service Availability................................................................................ 12
5.1.3 Compensation for exceeding service levels ......................................... 12
5.2 5.1.4 Call management 1st level support ....................................................... 12
5.3 5.1.5 Call management 2nd level support ...................................................... 13
Section 6 5.1.6 Resolution time ..................................................................................... 13
5.1.7 Incident management process ............................................................. 13
Maintenance and Change Management......................................................... 15
Release and Patch management ................................................................... 16
Liability for data loss ....................................................................................... 16
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Agreement for CIP Services for Core DA MC- Appendix A - Service Description CIP Services – Version
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Section 1 Provision of hardware, infrastructure and services
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Section 6 Liability for data loss
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