Service Reports

Every corrective maintenance measure is documented with a service report.

User Help Desk and Communication Rules

The customer is responsible for the user helpdesk (UHD). The user helpdesk will

coordinate the tracking of the registered incidents from the opening until to the

closing after the problem resolution.

The customer should nominate key users to collect customer’s users’ request and

reporting and to redirect such that cannot be solved without support from the

user help desk.

The owner of each incident is the helpdesk.

All service partners communicate via user helpdesk (software if available).

Telephone calls are also logged with a short note!

All of the following information has to be communicated properly by the service

partners:

Executive Summary

1.1 General Preamble

Maintenance, as it is understood in this document, involves on one hand fixing of

any sort of system device needed to ensure an established service, especially in

case it should become out of order or broken (known as corrective maintenance).

It also includes on the other hand performing routine actions which keep the

device in working order or prevent trouble from arising (known as preventive

maintenance). It therefore may be defined as, all actions which have the

objective of retaining or restoring an item in or to a state in which it can perform

its required function. The actions include the combination of all technical and

corresponding administrative, managerial and supervision actions.

1.2 General Subject of Service

The Secfone is an end-to-end encryption solution based on a security element

inside a microSD card. Together with a background system, defined hereafter, it

allows secure telephone calls and SMS via smart phones as secure as one is used

from stationary systems. This system is going to be maintained to ensure the

overall service is available as stable and reliable as possible.

1.3 System Components under Maintenance

The main and most important part of the server side of the operational system is

the MVCN Authentication Server, which serves as an authentication as well as

proxy server. For the storing and forwarding of secure SMSs, a SMS Server is also

needed. The SMS server has an integrated Secbox which is responsible for secure

communication with the Secfones. Another component of the system is the

Update Server, also with an integrated Secbox. The Update Server provides

software updates for the Secfones, which will be carried out over the air (OTA). For

backing up the system, a Backup Server is also set up.

The installation also comprises setup of a PC for local administrative purposes

(hardware to be provided by Customer) and one Secbox for remote management(part of the delivery).

Downloud CATALOGUE

Annex 3 2014 04 15 NR.pdf