1 引言 ............................................................1
1.1 编写目的...................................................1
1.2 适用范围...................................................1
2 故障 ............................................................2
2.1 故障分类...................................................2
2.2 故障响应时间表.............................................4
3 故障定级 ........................................................5
3.1 故障累积升级...............................................5
3.2 处理能力不足...............................................5
3.3 客户关注程度...............................................5
3.4 客户反馈故障升级...........................................6
3.5 客户监控出现的问题.........................................6
3.6 故障定级矩阵...............................................8
4 现场人员注意事项 ................................................9
5 故障响应人员 ...................................................10
6 处理流程 .......................................................11
6.1 一级故障..................................................11
6.2 二级故障..................................................12
6.3 三级故障..................................................14
6.4 四级故障..................................................15
7 事后总结 .......................................................17
