Difference between revisions of "SLA/Inleiding"
Jump to navigation
Jump to search
| Line 13: | Line 13: | ||
===Definities=== | ===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 | + | |
| − | ;Response time: this is the maximum time between the moment a problem has been reported and the solution of this problem | + | ====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 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: | ||
| + | #reactietijd = scheduled <small>([[SLA#scheduled|meer info]])</small> | ||
| + | #hersteltijd = delivered <small>([[SLA#delivered|meer info]])</small> | ||
| + | |||
| + | ====Oud==== | ||
| + | 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. | ||
| + | |||
| + | ====Lopende contracten==== | ||
| + | #responsetijd = started <small>([[SLA#started|meer info]])</small> | ||
Revision as of 15:50, 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
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 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:
Oud
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.
Lopende contracten
- responsetijd = started (meer info)
