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GOST R 55389-2012 System of national standards for quality of telecommunication services Service level agreement (SLA)《有关电信服务质量的国家标准体系 服务水平协议(SLA)》.pdf

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1、 55389 2012 (SLA) 55389 2012 II 1 2 , 3 27 2012 . 2093-c 4 1.02012 ( 8). ( 1 ) , . () . , (gost.ru). , 2014 , 55389 2012 1 (SLA) System of National Standards for quality of telecommunication services. Service Level Agreement (SLA) 20140101 1 (Service Level Agreement - SLA) . , , , , . , , , . 2 : -

2、53724 - 2009 . - 53731 - 2009 . . - “ “, 1 , “ “ . , , . , , (). , , , , , . , , , , . 3 53731 - 2009 . , : 3.1 : , . 3.2 : , , . 3.3 : , , . 3.4 (Service Level Agreement - SLA); SLA: , , . 55389 2012 2 3.5 : , , . 3.6 : . 4 (SLA) 53724 - 2009 . . 4.1 4.1.1 , , . . 4.1.2 1. 4.1.3 , , . 4.1.4 . 4.1.5

3、 . 4.1.6 , . 4.1.7 , . 4.1.8 : - ; - ; - () ; - ; - ; - . 4.1.9 , . 4.1.10 , , , . , . 4.1.11 1, 2. 4.1.12 , . . 4.2 4.2.1 , . 4.2.2 : - ; 55389 2012 3 - ; - ; - ; - ; - ; - ; - ; - . 4.2.3 . 4.2.4 , : - ; - ; - ; - ( ); - ; - . , , . , , . 4.2.5 : - ; - . 4.2.6 , : , , . 4.2.7 : - ; - . : - ; - ; -

4、 ; - . 4.2.8 : - ; - ( , , ); - ; - ; - ; - ; - ; - . 4.2.9 , . 4.2.10 , , . 4.2.11 . 4.3 4.3.1 . 55389 2012 4 4.3.2 . . 4.3.3 , , : - , / ; - , / . 4.3.4 , , , : - () ; - ; - . 4.3.5 , , . 4.3.6 (, ), , (, ). 4.3.7 . 4.3.8 : - ; - ; - ; - ; - ; - . , , . 4.3.9 , , , , . 4.3.10 , . 4.3.8 . 4.3.9, . : - ; - ; - ; - ; - . 4.3.11 , . 4.3.12 . . 4.4

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