Difference between revisions of "SLA/Inleiding"
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<div style="float:right;">{{Image|name=Support256px|width=256px|pad=20px|ilink=File:Support256px.png|float=left}} | <div style="float:right;">{{Image|name=Support256px|width=256px|pad=20px|ilink=File:Support256px.png|float=left}} | ||
{{dpl_subpages}}</div><big>SLA staat voor Service Level Agreement: onze SUPPORT diensten, gereguleerd en meetbaar.</big> | {{dpl_subpages}}</div><big>SLA staat voor Service Level Agreement: onze SUPPORT diensten, gereguleerd en meetbaar.</big> | ||
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We hebben drie typen supportcontracten: | We hebben drie typen supportcontracten: | ||
*[[SLA/Basic|Basic]] | *[[SLA/Basic|Basic]] | ||
Revision as of 14:34, 27 February 2012
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Subpages SLA/Inleiding
SLA staat voor Service Level Agreement: onze SUPPORT diensten, gereguleerd en meetbaar.
Parent: SLA
We hebben drie typen supportcontracten:
Zie 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.
