Difference between revisions of "SLA/Inleiding"
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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 the problem at hand. | ;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. | ;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. | + | ;Solution time (resolve time): this is the time between the moment a problem has been reported and the moment the problem has been resolved. |
Revision as of 14:10, 6 May 2012
SLA staat voor Service Level Agreement: onze SUPPORT diensten, gereguleerd en meetbaar.
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 (resolve time)
- this is the time between the moment a problem has been reported and the moment the problem has been resolved.
