SDN: Operation

Service target

The service target for both the central SDN and the decentralised network components (SDN SD-WAN) is 99.9% uptime. More specifically, it should be in operation 24/7, every day between 00:00 and 24:00.

Response and solution time

• P1 – Critical: Response time is a maximum of 15 min. The time to find a solution is 2 hours.
• P2 – Significant: Response time is a maximum of 15 min. The time to find a solution is 4 hours.
• P3 – Less significant: Response time is 4 hours. The time to find a solution is within next workday.
• P4 – Not significant: Response time is 3 workdays. The time to find a solution is within 10 workdays.

Response and solution times for categories 1-3 apply 24/7, meaning the SDN provider must report back and continue working until the incident is resolved, unless otherwise agreed with MedCom.

Support inquiries

The service target for response time at the service desk of the SDN provider is as follows:

• By phone: 1 minute
• Electronic (email, web, etc.): Within 1 minute.

Response time for changes

The service target for response time for changes is as follows:

• Change critical: 30 minutes
• Change standard: 1 workday
• Service critical: 2 hours
• Service standard: 8 hours
• Delivery critical: 1 hour
• Delivery standard: 8 hours

Operation reports

TDC Erhverv prepares a monthly operations report in relation with the agreed SLA.

Operations status and monitoring

Through the following link, you will be able to follow the operations status of all SDN connections. (Smokeping)

Through the following link, you will be able to view the monthly management report on operations and applications/traffic (PDF, in Danish only).

Service windows

Below is an overview of maintenance service windows for SDN:

• Virtual and Physical Servers: Possible patching and updating of virtual and physical servers are assessed and planned monthly. Updates are carried out as standard changes without notification and without downtime. Patching and updating of virtual servers will occur on the 1st Tuesday of the month starting at 7:00 AM, and for redundant equipment on the 4th Tuesday of the month – also from 7:00 AM. Patching and updating of physical servers will take place on the 3rd Wednesday of the month starting at 9:00 AM.
• Operational Platform for the Agreement System: Possible OS updates for the operational platform of the Agreement System are assessed and planned for Wednesdays from 4:00 AM to 5:00 AM. Updates are carried out as standard changes without notification. The service window will not affect SDN operations – but the Agreement System will be unavailable during this period.
• SDN SD-WAN Equipment and Other Components: Patching and updating of other equipment and software, including SDN SD-WAN, are continuously assessed and planned. Updates are implemented as normal changes. Notification of service windows is sent via operational messages to connected parties, usually 14 days in advance. Patching and updating of SDN SD-WAN equipment may cause up to 5 minutes of downtime. Parties with redundant equipment configured in a High Availability (HA) setup will not experience downtime.

If a service window is required to resolve a critical issue, it will be executed as soon as possible as an emergency change. Connected parties will be informed as quickly as possible afterward – to the extent that the change resulted in downtime.

Note: To avoid unnecessary work for the SDN provider in investigating the cause of alarms in the monitoring of SDN SD-WAN equipment, the SDN provider TDC Erhverv must be notified in case of local network work that affects SDN SD-WAN equipment. Notification should be sent to sdn@tdc.dk.

Support

Through the following link, you can find general information and contact details for support.