Difference between revisions of "SLA/Definities"

Latest revision as of 16:46, 5 June 2012

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

We hebben drie typen supportcontracten:

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

In de SLA overeenkomst wordt onderscheid gemaakt in herstelstijd en reactietijd. Dit past alsvolgt bij de operationele statussen:

Reactie tijden zijn sinds 2010 er contractueel in de volgende soorten:

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

Er is een eenduidige relatie tussen oude en nieuwe situatie.

Revision as of 15:57, 23 May 2012 (view source) Hvancann (talk \| contribs) (Created page with "===Definities=== ====Nieuw sinds mei 2012==== ;''Scheduled time'':this is the maximum time between the moment a problem has been reported and the moment 2Value reacts and has...")		Latest revision as of 16:46, 5 June 2012 (view source) Hvancann (talk \| contribs)
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