Difference between revisions of "SLA/Inleiding"

Revision as of 15:52, 23 May 2012

SLA staat voor Service Level Agreement: onze 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.

@@ Line 31: / Line 31: @@
 ====Lopende contracten====
-#responsetijd = started <small>([[SLA#started|meer info]])</small>
+Er is een eenduidige relatie tussen oude en nieuwe situatie.
+#reactietijd = ''scheduled'' <small>([[SLA#scheduled|meer info]])</small>
+#responsetijd= ''started'' <small>([[SLA#started|meer info]])</small>
+#hersteltijd = ''delivered'' <small>([[SLA#delivered|meer info]])</small>