Difference between revisions of "Strippenkaart/en"

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(Created page with "Category:Method Category:Juristical {{Languages}} {{Image|name=strippenkaart|width=256px|pad=20px|ilink=File:strippenkaart.png|float=right}} <big>Een ''(uren-)'' strippen...")
 
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[[Category:Method]]
 
[[Category:Method]]
 
[[Category:Juristical]]
 
[[Category:Juristical]]
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{{Languages}}
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{{Languages|Strippenkaart}}
 
{{Image|name=strippenkaart|width=256px|pad=20px|ilink=File:strippenkaart.png|float=right}}
 
{{Image|name=strippenkaart|width=256px|pad=20px|ilink=File:strippenkaart.png|float=right}}
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<big>Een ''(uren-)'' strippenkaart is een vooraf ingekochte hoeveelheid support uren van 2Value</big>
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<big>A Strip Card consists of 2Value support hours that have been purchased on forehand</big>
  
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Veelgestelde vragen voor intern gebruik: [[Associate:FAQ:Strippenkaart]]
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Frequently asked questions for internal use: [[private:Associate:FAQ:Strippenkaart|Associate:FAQ:Strippenkaart]]
  
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= Klantvragen en 2Value antwoorden aangaande de SLA Basic strippenkaart =
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= Customer inquiries and 2Value's answers concerning the SLA Basic Strip Card =
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::''Ik heb nog steeds behoefte aan ondersteuning op het gebied van ZENCART en/of Joomla! en/of MySQL en/of PHP. We gaan op 1 binnenkort live en dan is het gewenst om professionele ondersteuning te hebben. Ik heb nog wel een paar detailvragen over de strippenkaart.''
+
::''I still need support with my Magento and/or Joomla! and/or MySQL and/or PHP. We're going live soon and it would be good to have professional support. I've got some detailed questions about the strip card though.''
  
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== Veiligheid: hoe kan 2Value met de strippenkaart voorkomen dat we onveilige componenten gebruiken? ==
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== Security: how can the 2Value Strip Card prevent the use of unsafe components? ==
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Dat kans kunnen we verkleinen.  
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We can reduce the risk.  
  
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Actieve scan van alle exploits is iets dat niet in onze strippenkaart dienstverlening is opgenomen. Een strippenkaart is op z'n best een goed georganiseerde inspanningsverplichting waarbij vervanging van personen mogelijk is. Zelfs niet in de veel striktere [[SLA]]'s. Er zijn namelijk vaak duizenden extensies per open source framework, die elk meerdere releases per jaar hebben.
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Active scanning of all ''exploits'' is not part of our strip card service. A strip card is a well-organized commitment to making an effort, in which individuals can be replaced if necessary. A "result-based" commitment can't even be achieved in the more stringent [[SLA]]'s, as there are often thousands of extensions per open source framework that are each released several times per year.
  
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Het is en blijft onbegonnen werk en onmogelijk om te garanderen dat daar niets fout mee kan gaan. Omdat bepaalde combinaties van componenten ook onveiliger kunnen zijn dan op zichzelf staand.
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It's simply impossible to guarantee that nothing will go wrong with it, moreover because certain combinations of components can be unsafer than those components by themselves.  
  
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Want we kunnen wel de kans flink vergroten dat we een onveilige situatie opsporen en op maat (passend bij geinstalleerde extensies) actief melden aan de klant, inclusief hapklare oplossing die wij kunnen leveren. Dat doen we met onze interne [[Associate:Strippenkaart]] richtlijnen.
+
We can increase the chance that we find these unsafe combinations and notify the client with a solution that we can offer.
  
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==Bij geen tijd of niet beschikbaar van de ontwikkelaar zorgt 2Value voor een alternatief ?==
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==Does 2Value offer a back-up if the developer is unavailable or hasn't got time?==
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Als klanten een [[SLA]] afsluiten (vanaf EUR 2500,00 per jaar) dan garandeert 2Value volgens de SLA beschikbaarheid en inzetbaarheid. Met een strippenkaart op [[SLA/Basic|SLA Basic]] doen we in geval van nood wat we kunnen, zonder garanties ("best effort").
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If customers take out a [[SLA]] 2Value guarantees the SLA availability. With a strip card on [[SLA/Basic|SLA Basic]] we will do what we can in case of an emergency, without guarantees ("best effort").
  
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==Het project wordt gefactureerd door 2Value, dus wij gaan een verbintenis aan met 2Value. De operationele dienstverlening en administratie wordt uitgevoerd, in ons geval, door de associate, correct?==
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==Do we have an agreement with 2Value?==
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Vergelijk de rol van 2Value met de kiosk die de strippenkaart verkoopt. Je hebt echter je eigen chauffeur(s) en daarmee moet je het doen igv een SLA Basic strippenkaart. De verbintenis met 2Value is een puur administratieve, inhoudelijk garandeert de associate ons beide (de klant en 2Value) zijn beschikbaarheid (met mate) en zijn kennisonderhoud (zonder aanspraak door de klant doet hij / zij dat van een strippenkaart per jaar) . Wij faciliteren voor de klant het proces, de [[Calltracking|documentatie]] van het verkeer en zakelijke ordelijkheid (het associate contract), zodat de klant en de associate zich kunnen concentreren op de inhoud, waarvoor 2Value bij een SLA Basic strippenkaart formeel geen enkele aansprakelijkheid kan accepteren. Dat is wel het geval, indien u een SLA [[SLA/Medium|Medium]] of [[SLA/Pro|Pro]] zou nemen.
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''The project is invoiced by 2Value, but the operational services and paperwork is carried out by associates. How does that work?''
  
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==In welke tijdseenheden wordt gerekend? Is een strip direct een uur?==
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====Symbolical: bus, bus driver and kiosk====
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Werkzaamheden via de strippenkaart worden per minuut berekend.
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::Compare the role of 2Value with a kiosk that sells strip cards for the bus or subway. When you want to travel, you enter the bus and upon entering you meet your diver. This is the driver that is available to you - this is the driver you've got to work with in case of a SLA Basic.
 +
The relationship you have with 2Value is purely administrative; with respect to the content the associate guarantees us both (customer and 2Value) his or her availability (to a certain extent) and his knowledge (without the customer using extra time on the strip card, he or she utilizes a strip card per year). We facilitate the process for the customer, the [[Calltracking|documentatie]] of the traffic and an orderly business process (the [[Associate contract]]), so customer and associate can focus on the content, for which 2Value can't accept any liability with a SLA Basic strip card. This is the case if you take out a SLA [[SLA/Medium|Medium]] or [[SLA/Pro|Pro]].
 +
==Which time units are being used? Does one strip count for one hour? ==
 +
Work from a strip card is calculated per minute.  
  
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==Heeft de klant ook toegang tot [[Calltracking|Calltracking systeem]]?==
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==Does the customer have access to the [[Calltracking|Calltracking system]]?==
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Ja, dat kan worden geregeld, zie [[Service]]. We stellen wel paal en perk:
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Yes, this can be arranged, refer to [[Service]]. There are limits however:
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Per rol liefst maximaal 1 klant contact (''client'' en/of ''client participant'').
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Per role preferably 1 customer contact (''client'' and/or ''client participant'').
  
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==Wanneer moet ik een call op Closed en wanneer op Resolved zetten?==
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==When do I set a call to Closed and when to Resolved?==
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{{Ambox|type=speedy|text=Ben je klaar met de oplossing? Zet op ''resolved''! <br/>1. Vraag bevestiging aan de klant dat het is opgelost (status ''resolved''),en <br/>2. Plak het antwoord tot slot als comment in de call (status ''closed'').}}
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{{Ambox|type=speedy|text=Have you got the solution ready? Change it to ''resolved''! <br/>1. Confirm with your client that the issue is resolved (status ''resolved''), and <br/>2. Copy the answer as a comment in the call (status ''closed'').}}
  
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==De definitie van een jaar is "12 maanden" en niet een "kalenderjaar" neem ik aan ?==
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==I assume the definition of a year is "12 months" and not a "calender year" ?==
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Dat is juist. Als een strippenkaart wordt aangeschaft op 1 september, dan is deze geldig tot en met 31 augustus van het volgende jaar.
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That is correct. If a Strip Card is purchased on the 1st of September, it's valid until the 31st of August the following year.  
  
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===Hoe start je door met meerdere experts in plaats van één===
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===How do you restart with several experts instead of one?===
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Ik stel voor dan geen overdracht doen omdat dat meteen 6 strippen van een uur vergt. Maar als jij twee verzoeken die nog ''on hold'' staat kunt laten doorgaan, dan kunnen beide associates er meteen 1 oppakken. Onze [[projectbegeleider]] is voor hen ter beschikking voor toelichting en evt. aanvullen van de call tracking in ons Open Atrium systeem.
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I would suggest to skip the transfer as this will take up 6 strips of an hour. But if you can proceed with two requests that are still ''on hold'', both associates can start work on them. Our [[projectbegeleider]] is available to them for additional information and if necessary completing the call tracking in our Open Atrium system.
  
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===Hoe ga je te werk bij verzoeken aan meerdere experts===
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===What is the procedure when it comes to requests for several experts?===
  
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Als je een verzoek hebt, kun je
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If you have a request, you can:
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:1. dat aan 1 iemand sturen, deze ene pakt de call op.
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:1. send it to one particular person that will deal with the call.  
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:2. Om je kans op reactiesnelheid te vergroten: stuur gerust aan alle drie tegelijk. Als het maar duidelijk is dat alle drie je call hebben gekregen. 1 van de 3 pakt het verzoek op (stemt men zelf onderling kort af / iemand eist hem eenzijdig op als het direct opgelost kan worden).
+
:2. to increase your chances of a quick response, send it to all three at the same time. As long as it's clear that all three have received your call. One of the three experts will deal with your request (this is coordinated among themselves / somebody claims the call if there is a direct solution available).  
  
  
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=== Hoe is de verhouding strip en uren?===
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=== What is the ratio of strip and hours?===
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We hebben in 2010 de strippen van een half uur vervangen door strippen van een uur. Voor klanten maakte die actie geen verschil. Het oude systeem van half uur strippen bleek voor ons te verwarrend in de interne communicatie. De strip is nu een uur en wordt net als voorheen afgeboekt op hele minuten afgerond.
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We've replaced the half hour strips with full hour strips in 2010. This has made no difference for our customers. The old system of half hour strips was to complicated in our internal communication. The strip is currently an hour and is, just as before, written off per whole (rounded off) minute.  
  
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=SLA Basic strippenkaart ondersteund door meerdere associates=
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=SLA Basic Strip Card serviced by several associates=
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<big>Een greep uit de vragen die associates hebben</big>
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<big>A selection of the questions associates (can) have</big>
  
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====Voorbeeld email aan klanten die een uitbreiding van het aantal experts op een strippenkaart wil====
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====An example email for customers who wish to have more experts on a strip card====
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AAAAAAA en BBBBBBB zijn beide bereid gevonden de ondersteuning van de strippenkaart op te pakken die je met CCCCCC overeen bent gekomen. Ook CCCCCC gaat graag voor je verder. We hopen door deze organisatie de reactietijd wat voor <Klant> te verbeteren.
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AAAAAAA and BBBBBBB are both happy to pick up the support of the strip card that you've agreed on with CCCCCC. CCCCCC is also happy to continue. With this organization we hope to improve the reaction time for <Customer>.  
  
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* <Naam>  - <2value-id>@2value.nl - <06 of vast nummer>
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* <Name>  - <2value-id>@2value.nl - <06 or land line>
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* <Naam>  - <2value-id>@2value.nl - <06 of vast nummer>
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* <Name>  - <2value-id>@2value.nl - <06 or land line>
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* <Naam>  - <2value-id>@2value.nl - <06 of vast nummer>
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* <Name>  - <2value-id>@2value.nl - <06 or land line>
  
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=Associate vragen over de SLA Basic strippenkaart=
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=Associate questions about the SLA Basic Strip Card=
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::NB. SLA Basic strippenkaart is de voormalige ''losse strippenkaart''
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::NB. SLA Basic Strip Card is the former ''individual strip card''
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==Kan de klant ons ook direct benaderen?==
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==Can the customer approach us directly?==
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''...of gaat dat altijd in eerste instantie via de 1e lijns en communiceert deze functionaris dan weer met (één van) ons (2e lijns)?''<br/>
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''...or does this initially always go via the primary line and does this person communicate with (one of) us (secondary line)?''<br/>
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'''Ja en Nee''': ''Ja, een klant kan je direct benaderen'', 2Value is een verbond van ondernemers die zelf goed hun boontjes kunnen doppen. SLA basic is een strippenkaart zonder beschikbaarheids, reactietijden of oplostijden-verplichting. ''Nee, er zit niemand meer tussen.'' Je bent zelf de eerste, tweede lijn. Heb je behoefte aan ruggespraak, gebruik de interne communicatiekanalen.
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'''Yes and no''': ''Yes, a customer can approach you directly. 2Value is a pact of entrepreneurs who know very well themselves what to do. SLA basic is a strip card without a commitment to availability, reaction or solution time. ''No, there is nobody in between.'' You yourself are the primary and secondary line. If you need consultation, use the internal communication channels.  
  
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==Kunnen 3 websites van één klant op één strippenkaart ==
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==Can one Strip Card be used for three websites for one customer?==
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''...of is dat niet de bedoeling en is er per website een strippenkaart gekoppeld?''
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''...or is this not how it's supposed to be done and is a website coupled with strip card?''
  
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Als de drie URLs 1 framework installatie betreffen (multisite, single install), dan kan het '''per klant''' worden ingeregeld. Maar zodra er andere technische bijhoudingen per installatie moeten plaats vinden is de overhead te groot om op 1 strippenkaart meerdere sites te bedienen. Denk aan de overdracht en documentatie. De volgende richtlijn is van toepassing:
+
This can be looked at '''per customer''' if the three URLs concern 1 framework installation (multisite, single install). But the overhead will get to big to be serviced by one strip card if other technical work needs to be done per installation. For example transfers and documentation. The following guideline applies:  
−
*2 verschillende sites, minimaal 2 strippenkaarten
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*2 different sites, a minimum of 2 strip cards
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*3 verschillende sites, minimaal 2 strippenkaarten
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*3 different sites, a minimum of 2 strip cards
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*4 verschillende sites, minimaal 3 strippenkaarten
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*4 different sites, a minimum of 3 strip cards
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*5 verschillende sites, minimaal 3 strippenkaarten
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*5 different sites, a minimum of 3 strip cards
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*6 verschillende sites, minimaal 4 strippenkaarten
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*6 different sites, a minimum of 4 strip cards
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*7 verschillende sites, minimaal 4 strippenkaarten
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*7 different sites, a minimum of 4 strip cards

Latest revision as of 03:56, 10 April 2013

Language: Nederlands  • English

A Strip Card consists of 2Value support hours that have been purchased on forehand

Frequently asked questions for internal use: Associate:FAQ:Strippenkaart

Customer inquiries and 2Value's answers concerning the SLA Basic Strip Card

I still need support with my Magento and/or Joomla! and/or MySQL and/or PHP. We're going live soon and it would be good to have professional support. I've got some detailed questions about the strip card though.

Security: how can the 2Value Strip Card prevent the use of unsafe components?

We can reduce the risk.

Active scanning of all exploits is not part of our strip card service. A strip card is a well-organized commitment to making an effort, in which individuals can be replaced if necessary. A "result-based" commitment can't even be achieved in the more stringent SLA's, as there are often thousands of extensions per open source framework that are each released several times per year.

It's simply impossible to guarantee that nothing will go wrong with it, moreover because certain combinations of components can be unsafer than those components by themselves.

We can increase the chance that we find these unsafe combinations and notify the client with a solution that we can offer.

Does 2Value offer a back-up if the developer is unavailable or hasn't got time?

If customers take out a SLA 2Value guarantees the SLA availability. With a strip card on SLA Basic we will do what we can in case of an emergency, without guarantees ("best effort").

Do we have an agreement with 2Value?

The project is invoiced by 2Value, but the operational services and paperwork is carried out by associates. How does that work?

Symbolical: bus, bus driver and kiosk

Compare the role of 2Value with a kiosk that sells strip cards for the bus or subway. When you want to travel, you enter the bus and upon entering you meet your diver. This is the driver that is available to you - this is the driver you've got to work with in case of a SLA Basic.

The relationship you have with 2Value is purely administrative; with respect to the content the associate guarantees us both (customer and 2Value) his or her availability (to a certain extent) and his knowledge (without the customer using extra time on the strip card, he or she utilizes a strip card per year). We facilitate the process for the customer, the documentatie of the traffic and an orderly business process (the Associate contract), so customer and associate can focus on the content, for which 2Value can't accept any liability with a SLA Basic strip card. This is the case if you take out a SLA Medium or Pro.

Which time units are being used? Does one strip count for one hour?

Work from a strip card is calculated per minute.

Does the customer have access to the Calltracking system?

Yes, this can be arranged, refer to Service. There are limits however: Per role preferably 1 customer contact (client and/or client participant).

When do I set a call to Closed and when to Resolved?

 Have you got the solution ready? Change it to resolved!
1. Confirm with your client that the issue is resolved (status resolved), and
2. Copy the answer as a comment in the call (status closed).

I assume the definition of a year is "12 months" and not a "calender year" ?

That is correct. If a Strip Card is purchased on the 1st of September, it's valid until the 31st of August the following year.

How do you restart with several experts instead of one?

I would suggest to skip the transfer as this will take up 6 strips of an hour. But if you can proceed with two requests that are still on hold, both associates can start work on them. Our projectbegeleider is available to them for additional information and if necessary completing the call tracking in our Open Atrium system.

What is the procedure when it comes to requests for several experts?

If you have a request, you can:

1. send it to one particular person that will deal with the call.
2. to increase your chances of a quick response, send it to all three at the same time. As long as it's clear that all three have received your call. One of the three experts will deal with your request (this is coordinated among themselves / somebody claims the call if there is a direct solution available).


What is the ratio of strip and hours?

We've replaced the half hour strips with full hour strips in 2010. This has made no difference for our customers. The old system of half hour strips was to complicated in our internal communication. The strip is currently an hour and is, just as before, written off per whole (rounded off) minute.

SLA Basic Strip Card serviced by several associates

A selection of the questions associates (can) have

An example email for customers who wish to have more experts on a strip card

AAAAAAA and BBBBBBB are both happy to pick up the support of the strip card that you've agreed on with CCCCCC. CCCCCC is also happy to continue. With this organization we hope to improve the reaction time for <Customer>.

  • <Name> - <2value-id>@2value.nl - <06 or land line>
  • <Name> - <2value-id>@2value.nl - <06 or land line>
  • <Name> - <2value-id>@2value.nl - <06 or land line>

Associate questions about the SLA Basic Strip Card

NB. SLA Basic Strip Card is the former individual strip card

Can the customer approach us directly?

...or does this initially always go via the primary line and does this person communicate with (one of) us (secondary line)?
Yes and no: Yes, a customer can approach you directly. 2Value is a pact of entrepreneurs who know very well themselves what to do. SLA basic is a strip card without a commitment to availability, reaction or solution time. No, there is nobody in between. You yourself are the primary and secondary line. If you need consultation, use the internal communication channels.

Can one Strip Card be used for three websites for one customer?

...or is this not how it's supposed to be done and is a website coupled with strip card?

This can be looked at per customer if the three URLs concern 1 framework installation (multisite, single install). But the overhead will get to big to be serviced by one strip card if other technical work needs to be done per installation. For example transfers and documentation. The following guideline applies:

  • 2 different sites, a minimum of 2 strip cards
  • 3 different sites, a minimum of 2 strip cards
  • 4 different sites, a minimum of 3 strip cards
  • 5 different sites, a minimum of 3 strip cards
  • 6 different sites, a minimum of 4 strip cards
  • 7 different sites, a minimum of 4 strip cards
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