【正文】 4 網(wǎng)絡、安全系統(tǒng)運維服務 .......................................................................................................4 主機、存儲系統(tǒng)運維服務 .......................................................................................................7 數(shù)據(jù)庫系統(tǒng)運維服務 .............................................................................................................10 中間件運維服務 .....................................................................................................................11 硬件維修服務 .........................................................................................................................12 電話技術支持服務 .................................................................................................................12 版本管理和軟件補丁服務 .....................................................................................................12 設備巡檢服務 .........................................................................................................................12 硬件更換服務 .....................................................................................................................133 服務方式： ....................................................................................................................................14 電話響應 .......................................................................................................................................14 遠程支持服務 ...............................................................................................................................14 現(xiàn)場服務 .......................................................................................................................................15 服務報告 .......................................................................................................................................16 投訴受理 .......................................................................................................................................164 服務管理制度規(guī)范 ........................................................................................................................19 服務時間 .................................................................................................................................19 行為規(guī)范 .................................................................................................................................19 現(xiàn)場服務支持規(guī)范 .................................................................................................................195 服務評估 ........................................................................................................................................21 服務評估方法 .........................................................................................................................216 應急服務響應措施 ........................................................................................................................23 應急基本流程 .........................................................................................................................23 預防措施 .................................................................................................................................23 突發(fā)事件應急策略 .................................................................................................................247 IT 運維服務報價方案 ...................................................................................................................27