高校校園網(wǎng)網(wǎng)絡(luò)與信息維護外包方案書

1、校園網(wǎng)及信息管理維護校園網(wǎng)及信息管理維護方案書2016年6月6.5信息安全保障..............................................................................................146.6校方固定資產(chǎn)保障..........................................................................

2、............156.7定期巡檢保障..............................................................................................156.8服務(wù)質(zhì)量保障............................................................................................

3、..167服務(wù)管理制度規(guī)范.................................................................................................197.1服務(wù)管理總則..............................................................................................197.2

4、服務(wù)時間與服務(wù)承諾..................................................................................197.2.1服務(wù)時間...........................................................................................197.2.2服務(wù)承諾................

5、...........................................................................197.3行為規(guī)范......................................................................................................207.4服務(wù)支持規(guī)范.......................

6、.......................................................................207.4.1客服人員服務(wù)規(guī)范...........................................................................207.4.2運維技術(shù)人員現(xiàn)場服務(wù)支持規(guī)范......................................

7、.............207.4.3信息管理人員服務(wù)支持規(guī)范...........................................................217.5故障記錄規(guī)范..............................................................................................217.5.1故障分析與記錄..........

8、.....................................................................217.5.2故障分類...........................................................................................227.6故障解決方案文檔管理..................................

9、............................................227.6.1日常常見網(wǎng)絡(luò)故障管理...................................................................227.6.2新出現(xiàn)的網(wǎng)絡(luò)故障管理...................................................................228應(yīng)急響應(yīng)服

10、務(wù)措施.................................................................................................238.1應(yīng)急預(yù)案實施基本流程..............................................................................238.2突發(fā)信息網(wǎng)絡(luò)事件應(yīng)急預(yù)案..........

11、............................................................248.2.1應(yīng)急預(yù)案概述...................................................................................248.2.2工作原則.....................................................

12、......................................248.2.3編制依據(jù)...........................................................................................248.2.4組織機構(gòu)及職責(zé)..................................................................