信息系统维护方案完整版

信息系统维护方案 HEN system office room 【HEN16H-HENS2AHENS8Q8-HENH1688】

××信息系统项目

维护方案

（模板）

目录

一、概述 ------------------------------------------------------------------------------------------------------------- 4

××信息系统维护外包的重要意义 -------------------------------------------------------------------------- 4客户现状 ---------------------------------------------------------------------------------------------------

------ 5

××网络拓扑结构 --------------------------------------------------------------------------------------------- 6

客户需求 --------------------------------------------------------------------------------------------------------- 6

解决方案 ---------------------------------------------------------------------------------------------------

------ 6

二、服务的维护方法与保障机制 ------------------------------------------------------------------------------- 7

维护方式及流程 ----------------------------------------------------------------------------------------------- 7

维护内容及流程简述-------------------------------------------------------------------------------- 7维护服务方式 ---------------------------------------------------------------------------------------- 8 ------------------------------------------------------------------------------------------ 8

------------------------------------------------------------------------------------------------ 9

设备每季度定检计划------------------------------------------------------------------------------- 10维护人员安排 --------------------------------------------------------------------------------------- 11维护人员组织架构 --------------------------------------------------------------------------------- 11设备维修及更换流程------------------------------------------------------------------------------- 12故障等级划分及服务标准------------------------------------------------------------------------- 12

培训计划 --------------------------------------------------------------------------------------------- 14宕机恢复 --------------------------------------------------------------------------------------------- 14服务保证及维护标准 --------------------------------------------------------------------------------------- 14

服务保证 --------------------------------------------------------------------------------------------- 14维护基本内容及标准------------------------------------------------------------------------------- 15项目质量、安全管理 --------------------------------------------------------------------------------------- 21

质量目标及措施 ------------------------------------------------------------------------------------ 21 ----------------------------------------------------------------------------------------------------- 21 -------------------------------------------------------------------------- 21

----------------------------------------------------------------------------------------------- 23

----------------------------------------------------------------------------------------------- 23

-------------------------------------------------------------------------------------- 24

----------------------------------------------------------------------------------------- 25

安全目标及措施 ------------------------------------------------------------------------------------ 25 -------------------------------------------------------------------- 25

-------------------------------------------------------------------------------- 25管理及监督计划 --------------------------------------------------------------------------------------------- 26

维护管理 --------------------------------------------------------------------------------------------- 27投诉管理 --------------------------------------------------------------------------------------------- 27会议管理 --------------------------------------------------------------------------------------------- 27对外服务热线电话 --------------------------------------------------------------------------------- 27

服务监督机制 --------------------------------------------------------------------------------------- 28三、××维护设备清单 ------------------------------------------------------------------------------------------ 29

第 1 页共 88 页