|
|
| Line 11: |
Line 11: |
| | | | |
| | Zie details in [[File:SLA_overzicht_2Value_v4.1_HC.pdf|300 px|thumb|SLA overzicht 2Value 2010]] | | Zie details in [[File:SLA_overzicht_2Value_v4.1_HC.pdf|300 px|thumb|SLA overzicht 2Value 2010]] |
| − |
| |
| − | ===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:
| |
| − | #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====
| |
| − | 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>
| |
Revision as of 15:57, 23 May 2012
