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This page concerns v2.0 of the Specification. Supporting material on v1.0 is SWIM-SERV-008 Service provider

Requirement

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Title

Support availability

Identifier

SWIM-SERV-080

Requirement

A service description should include information about the support offered to service consumers, including:

  • name;
  • contact information; and
  • role of those responsible for providing support.

Rationale

This information is essential to allow service consumers to understand the type of support to expect.

Verification

Completeness: Not Applicable.

Consistency: Not Applicable.

Correctness: If provided, check that the information is correct.

Examples/Notes

Example contact information:

  • email address;
  • postal address;
  • phone number;
  • URL.

Note: The point of contact’s name is usually that of a role acting as a single point of contact rather than the name of a specific person.

Example:

  • “Service Desk, to report incidents on services in operation, contact [24/7] +693 555 01 [email protected]”.

Example: “No support available”

Level of Implementation

Recommended

Guidance

Verification Support

Correctness

Check that:

[  ] The name of the support point of contact is correct.

[  ] The contact information of the support point of contact is correct.

[  ] The role of the support point of contact is correct.

Examples

The following example shows the content as a table.

service provider

support availability

name

Service Desk [24/7]

contact information

phone number: +693 555 01

email: [email protected]

roleTo report incidents on services in operation.


The following example shows an extract of the content of a JSON file that conforms to the Service Metadata Schema

Code Block
languagejs
titleExample of SWIM-SERV-080 using Service Metadata Schema
"serviceSupport": [{
 "name": "Service Desk [24/7]",
 "contactInformation": [{
  "type": "PHONE",
  "address": "+693 555 01"
 }, {
  "type": "EMAIL",
  "address": "[email protected]"
 }],
 "role": "To report incidents on services in operation."
}]

Complete examples are available at Example service description.