T/GDJR 001-2019, T/GZBC 24—2019, T/SZAS 012—2019
金融自助设备运维服务规范
Specification for the operation and maintenance services of financial self-service equipment
2019-09-24 发布
2019-10-01 实施
目 次
前言..........................................1
1范围.........................................1
2规范性引用文件.....................................1
3术语和定义.......................................1
4    一般要求.......................................1
4.1总则.......................................1
4.2服务机构.....................................2
4.3服务人员.....................................2
4.4设备备件.....................................2
5    服务质量要求.....................................2
5.1服务响应时间...................................2
5.2单台设备硬件故障修复时间.............................3
5.3设备开机率....................................3
5.4硬件故障平均修复时间...............................3
5.5故障平均维修频次.................................3
5.6服务满意度....................................3
5.7其他.......................................4
6服务内容........................................4
6.1 总则......................................4
6.2维修服务.....................................4
6.3安装服务.....................................4
6. 4 移机月艮务..................................4
6.5预防性维护服务..................................4
6.6软硬件升级服务..................................4
6.7使用培训服务...................................4
6.8账务处理服务...................................4
6.9应急保障服务...................................4
7服务流程........................................5
7.1基本流程.....................................5
7.2服务发起.....................................5
7.3现场服务.....................................6
7.4服务需求方回访..................................6
7.5问题收集.....................................6
7.6信息归档.....................................6
8服务安全........................................6