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2value>Interwiki linking script |
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| | {{dpl_subpages}} | | {{dpl_subpages}} |
| | {{Parent}} | | {{Parent}} |
| − | </div><big>SLA staat voor Service Level Agreement: onze SUPPORT diensten, gereguleerd en meetbaar.</big> | + | </div><big>SLA staat voor Service Level Agreement: onze '''onderhoud en support''' diensten, gereguleerd en meetbaar.</big> |
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| | We hebben drie typen supportcontracten: | | We hebben drie typen supportcontracten: |
| − | *[[SLA/Basic|Basic]] | + | *[[public:SLA/Basic|Basic]] |
| − | *[[SLA/Medium|Medium]] | + | *[[public:SLA/Medium|Medium]] |
| − | *[[SLA/Pro|Pro]] | + | *[[public:SLA/Pro|Pro]] |
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| | Zie details in [[File:SLA_overzicht_2Value_v4.1_HC.pdf|300 px|thumb|SLA overzicht 2Value 2010]] | | Zie details in [[File:SLA_overzicht_2Value_v4.1_HC.pdf|300 px|thumb|SLA overzicht 2Value 2010]] |
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| − | ===Definities===
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| − | ====Nieuw sinds mei 2012====
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| − | ;''Scheduled 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 when the expert start work on the issue.
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| − | ;''Started'' time: this is the maximum time between the moment a problem has been reported and the actual start of workingon a solution of this problem and further communication with the customer.
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| − | ;''Delivered'' time: this is the time between the moment a problem has been reported and the moment the problem has been resolved.
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| − | In de SLA overeenkomst wordt onderscheid gemaakt in ''herstelstijd'' en ''reactietijd''. Dit past alsvolgt bij de operationele statussen:
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| − | #reactietijd = scheduled <small>([[SLA#scheduled|meer info]])</small>
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| − | #hersteltijd = delivered <small>([[SLA#delivered|meer info]])</small>
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| − | ====Oud====
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| − | Reactie tijden zijn sinds 2010 er contractueel in de volgende soorten:
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| − | ;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 when the expert starts to work on the issue.
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| − | ;Response time: this is the maximum time between the moment a problem has been reported and the work on the solution of this problem and communication with the customer has started.
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| − | ;Resolve time: this is the time between the moment a problem has been reported and the moment the problem has been resolved.
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| − | ====Lopende contracten====
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| − | #responsetijd = started <small>([[SLA#started|meer info]])</small>
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