Difference between revisions of "SLA/Inleiding"
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*[[SLA/Pro|Pro]] | *[[SLA/Pro|Pro]] | ||
| − | Zie details in [[File: | + | Zie details in [[File:SLA_overzicht_2Value_v4.1_HC.pdf|300 px|thumb|SLA overzicht 2Value 2010]] |
===Definities=== | ===Definities=== | ||
Revision as of 15:23, 23 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 v4.1 HC.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.
