SLA/en

Language:	Nederlands  • English

SLA staat voor Service Level Agreement: onze SUPPORT diensten, gereguleerd en meetbaar.

We hebben three types of support contracts:

• Basic
• Medium
• Pro

See the details in File:SLA overzicht 2Value 2010.pdf

Definities

Reaction time

this is the maximum time between the moment a problem has been reported and the moment 2Value reacts and has a clear indication of the problem at hand.

Response time

this is the maximum time between the moment a problem has been reported and the solution of this problem en communication with the customer.

Solution time

this is the time between the moment a problem has been reported and the moment the problem has been resolved.

2Value portfolio service level agreements

A 2Value SLA means help desk, service and back-up for customers. It is a proven solution for maintaining and care for your web system, whether this is a intranet or internet site.

Initial questions and answers

What is a SLA

SLA stands for Service Level Agreement. Help desk, incident solutions, managing and maintenance with a assured order of support and reaction time. 2Value SLA’s have primary, secondary and tertiary support. Available response times can be chosen from an hour to five days.

Types of SLA's

2Value has three types of Service Level Agreements.

• SLA Basic (formerly the "individual strip card")
• SLA Medium (out competitively priced guarantee model)
• SLA Pro (the well know customized SLA as offered by 2Value since 2008)

The organization of a SLA Pro is made-to-measure, the strippenkaart is a standard service. Starting point for the current SLA's is kantoortijden. 2Value also offers 7 dagen x 24 uur support in conjunction with worldwide operating partners.

For who

For organizations that have chosen Open Source and need professional support for the platform and applications. The best solution for you is chosen afer a consultation.

How do I place a call

If you have a contract with 2Value:

1. Via the Servicetool;
2. Via the Primary Help Desk.

Refer to formulating the content of a call via email with attachments to: Verzoek.

Service Tool

The most efficient way is to use your access to 2Value's Servicetool. (Service/Toegang krijgen). You can submit cases yourself as a Cliënt participant, refer to hier to see what your options are.

Primary Help Desk

Requests come it through the primary help desk. These requests are also called cases. Everything becomes a case that you can track. The primary line is an email address support@2Value.nl or the phone number 023-5440045. Placing a call with the primary help desk of 2Value results in a note in our Calltracking system. The customers receives a few questions about the request. Then the call is automatically referred to the technical expert on call.

Primary line questions

• Which system is this about?
• What problem are you encountering?
• Do you get a error message? If so: which one?
• In which part of the system are you currently working? The front-end or back-end?
• Can you send a URL?
• Can you send a screen shot?
• Has this occurred as a one-off? Or does it happen continuously or occasionally?
• How urgent is this for you?

Facts repeated

1. We establish in the service agreement the agreements with respect to content about the organization and services that will be offered.
2. A SLA means for you a back-up system for web systems: support and maintenance, continuity development and problem solving.
3. 2Value also offers in addition to open source CMS applications, hosting and infrastructure support and maintenance (both in-house or hosted)in conjunction with Partners.
4. With a SLA Basic Strip Card we offer expertise based on a best effort commitment without time guarantees. Refer to Strippenkaart for more information.
5. 2Value arranges a suitable addition of technicians and - if necessary - extra temporarily capacity.
6. The in SLA's included strip cards are valid until a year after the SLA has expired. After expiration of the SLA the conditions of SLA Basic are valid.