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(Created page with "Category:Juridisch Category:Dienst Category:SLA Category:Serviceteam {{:SLA/Inleiding}} ==2Value portfolio service level agreements== Een 2Value SLA betekent vo...") |
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==2Value portfolio service level agreements== | ==2Value portfolio service level agreements== | ||
| − | + | A 2Value SLA means help desk, service and back-up for customers. It is a proven solution for maintaining and care for your web system, whether this is a intranet or internet site. | |
| − | == | + | ==Initial questions and answers== |
| − | === | + | ===What is a SLA=== |
| − | SLA | + | SLA stands for Service Level Agreement. Help desk, incident solutions, managing and maintenance with a assured order of support and reaction time. 2Value SLA’s have primary, secondary and tertiary support. Available reaction times can be chosen from an hour to five days. |
| − | === | + | ===Types of SLA's=== |
| − | 2Value | + | 2Value has three types of Service Level Agreements. |
| − | *[[SLA/Basic|SLA Basic]] ( | + | *[[SLA/Basic|SLA Basic]] (formerly the "individual strip card") |
| − | *[[SLA/Medium|SLA Medium]] ( | + | *[[SLA/Medium|SLA Medium]] (out competitively priced guarantee model) |
| − | *[[SLA/Pro|SLA Pro]] ( | + | *[[SLA/Pro|SLA Pro]] (the well know customized SLA as offered by 2Value since 2008) |
| − | + | The organization of a SLA Pro is made-to-measure, the [http://www.2Value.nl/nl/diensten/support/strippenkaart strippenkaart] is a standard service. Starting point for the current SLA's is [http://www.2Value.nl/nl/diensten/support/sla-5x8 kantoortijden]. 2Value also offers [http://www.2Value.nl/nl/diensten/support/sla-7x24 7 dagen x 24 uur] support in conjunction with worldwide operating [[Partners| partners]]. | |
| − | === | + | ===For who=== |
| − | + | For organizations that have chosen Open Source and need professional support for the platform and applications. The best solution for you is chosen afer a consultation. | |
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}} | }} | ||
| − | == | + | ==How do I place a call== |
| − | + | If you have a contract with 2Value: | |
| − | #Via | + | #Via the [[Servicetool]]; |
| − | #Via | + | #Via the Primary Help Desk. |
| − | + | Refer to formulating the content of a call via email with attachments to: [[SLA/Verzoek|Verzoek]]. | |
| − | {{Ambox|text= | + | {{Ambox|text=A "Call" can be notifying us of a '''malfunction, a request for a functionality or a general task''' that you would like to have performed. <br/> <br/>Do you have a SLA contract and a request? [[SLA/Verzoek|Dien het zo in!]] }} |
| − | === | + | ===Service Tool=== |
| − | + | The most efficient way is to use your access to 2Value's [[Servicetool]]. ([[Service/Toegang krijgen]]). | |
| − | + | You can submit cases yourself as a ''Cliënt participant'', refer to [[Service|hier]] to see what your options are. | |
| − | === | + | ===Primary Help Desk=== |
| − | + | Requests come it through the primary help desk. These requests are also called cases. Everything becomes a ''case'' that you can track. ''The primary line'' is an email address '''support@2Value.nl''' or the '''phone number 023-5440045'''. Placing a call with the primary help desk of 2Value results in a note in our [[Calltracking]] system. The customers receives a few questions about the request. Then the call is automatically referred to the technical expert on call. | |
| − | ==== | + | ====Primary line questions==== |
| − | * | + | *Which system is this about? |
| − | * | + | *What problem are you encountering? |
| − | * | + | *Do you get a error message? If so: which one? |
| − | *In | + | *In which part of the system are you currently working? The front-end or back-end? |
| − | * | + | *Can you send a URL? |
| − | * | + | *Can you send a screen shot? |
| − | * | + | *Has this occurred as a one-off? Or does it happen continuously or occasionally? |
| − | * | + | *How urgent is this for you? |
==Wetenswaardigheden op herhaling== | ==Wetenswaardigheden op herhaling== | ||
Revision as of 03:58, 6 July 2011
SLA staat voor Service Level Agreement: onze onderhoud en support diensten, gereguleerd en meetbaar.
We hebben drie typen supportcontracten:
Zie details in File:SLA overzicht 2Value v4.1 HC.pdf
2Value portfolio service level agreements
A 2Value SLA means help desk, service and back-up for customers. It is a proven solution for maintaining and care for your web system, whether this is a intranet or internet site.
Initial questions and answers
What is a SLA
SLA stands for Service Level Agreement. Help desk, incident solutions, managing and maintenance with a assured order of support and reaction time. 2Value SLA’s have primary, secondary and tertiary support. Available reaction times can be chosen from an hour to five days.
Types of SLA's
2Value has three types of Service Level Agreements.
- SLA Basic (formerly the "individual strip card")
- SLA Medium (out competitively priced guarantee model)
- SLA Pro (the well know customized SLA as offered by 2Value since 2008)
The organization of a SLA Pro is made-to-measure, the strippenkaart is a standard service. Starting point for the current SLA's is kantoortijden. 2Value also offers 7 dagen x 24 uur support in conjunction with worldwide operating partners.
For who
For organizations that have chosen Open Source and need professional support for the platform and applications. The best solution for you is chosen afer a consultation.
 |
Hoe kan ik een SLA van 2Value inkopen?! |
How do I place a call
If you have a contract with 2Value:
- Via the Servicetool;
- Via the Primary Help Desk.
Refer to formulating the content of a call via email with attachments to: Verzoek.
 |
A "Call" can be notifying us of a malfunction, a request for a functionality or a general task that you would like to have performed. Do you have a SLA contract and a request? Dien het zo in! |
Service Tool
The most efficient way is to use your access to 2Value's Servicetool. (Service/Toegang krijgen). You can submit cases yourself as a Cliënt participant, refer to hier to see what your options are.
Primary Help Desk
Requests come it through the primary help desk. These requests are also called cases. Everything becomes a case that you can track. The primary line is an email address support@2Value.nl or the phone number 023-5440045. Placing a call with the primary help desk of 2Value results in a note in our Calltracking system. The customers receives a few questions about the request. Then the call is automatically referred to the technical expert on call.
Primary line questions
- Which system is this about?
- What problem are you encountering?
- Do you get a error message? If so: which one?
- In which part of the system are you currently working? The front-end or back-end?
- Can you send a URL?
- Can you send a screen shot?
- Has this occurred as a one-off? Or does it happen continuously or occasionally?
- How urgent is this for you?
Wetenswaardigheden op herhaling
- In de service overeenkomst leggen we inhoudelijke afspraken over de organisatie en de te leveren diensten vast.
- Een SLA betekent voor u rugdekking met websystemen: support en onderhoud, doorontwikkeling en problemsolving.
- Met Partners regelt 2Value naast de open source CMS toepassing ook hosting en infrastruktuur support en onderhoud (zowel in huis of hosted).
- Bij een SLA Basic strippenkaart bieden wij expertise aan op basis van een inspanningsverplichting zonder tijdsgaranties (best effort possible). Zie Strippenkaart voor meer informatie.
- 2Value zorgt voor passende aanvulling van uitvoerende technici en evt. extra tijdelijke capaciteit.
- In SLA's opgenomen strippenkaarten zijn geldig tot een jaar na afloop van de SLA. Na afloop van de SLA gelden de voorwaarden van de SLA Basic.
 |
Een SLA is een goed georganiseerde en gedocumenteerde inspanningsverplichting met meetbare kwaliteitskenmerken. Verzekerd: Alle op 2Value SLA werkende technici zijn via 2Value verzekerd voor beroeps- (!) en bedrijfsaansprakelijkheid. |
