Commission single point of contact for technical support
1. The Commission shall designate a single point of contact for technical support ensuring operation and maintenance of the common services referred to in Article 4(1).
2. The single point of contact for technical support shall liaise with other relevant Commission contact points and coordinate the resolution of problems with eDelivery Access Points or eIDAS nodes.
3. The Commission shall ensure that its single point of contact for technical support is organised in a way which allows it to perform its tasks in all circumstances and to react at short notice.
National single point of contact for technical support
1. Each Member State shall designate a single point of contact for technical support to ensure operation and maintenance of the relevant components of the OOTS for which they are responsible pursuant to Section 9.
2. The single points of contact for technical support shall:
(a)
provide expertise and advice to evidence providers and evidence requesters for all technical problems encountered in relation to the operation of the OOTS and, where necessary, liaise with the Commission technical contact point and with other national technical support contact points;
(b)
investigate and solve any possible downtimes of the eDelivery Access Points, possible security breaches and other incidents;
(c)
inform the technical support contact points of any activities that might result in a breach or a suspected breach of the security of the electronic systems.
3. When informed by an evidence provider about doubts as to the lawfulness of one or several evidence requests, the single point of contact for technical support shall:
(a)
review evidence requests or samples of evidence requests transmitted from the same evidence requester in the past;
(b)
use the technical support dashboard referred to in Article 22 to ask the single point of contact for technical support designated by the Member State of the evidence requester to transmit logs of selected exchanges referred to in Article 17;
(c)
bring the issue to the attention of the national coordinator if the problem persists.
4. Member States shall ensure that their respective single point of contact for technical support is organised in a way which allows it to perform its tasks in all circumstances and is able to react at short notice.
Technical support dashboard
1. The Commission shall establish a dashboard to facilitate the communication between all technical support contact points.
2. Member States and the Commission shall record in the dashboard the contact details of the technical support contact points and keep it updated.
3. The contact points shall, through the dashboard:
(a)
report any incident considered to be substantial;
(b)
report any temporary or permanent measures undertaken following incidents;
(c)
request from the relevant technical support contact points the logs of selected exchanges in the cases referred to in Article 17(5) and, in case of doubt, as to the lawfulness of the evidence request referred to in Article 21(3);
(d)
request any other assistance needed in case of incidents.
4. The national coordinators and the chair of the gateway coordination group shall have access to the dashboard.
5. The Commission and the national coordinators shall use the dashboard to provide information referred to in Article 27 and Article 28(2).
