Difference between revisions of "Strippenkaart/en"
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{{Languages}} | {{Languages}} | ||
{{Image|name=strippenkaart|width=256px|pad=20px|ilink=File:strippenkaart.png|float=right}} | {{Image|name=strippenkaart|width=256px|pad=20px|ilink=File:strippenkaart.png|float=right}} | ||
| − | <big> | + | <big>A Strip Card consists of support hours of 2Value that have been purchased on forehand</big> |
| − | + | Frequently asked questions for internal use: [[Associate:FAQ:Strippenkaart]] | |
= Customer inquiries and 2Value's answers concerning the SLA Basic Strip Card = | = Customer inquiries and 2Value's answers concerning the SLA Basic Strip Card = | ||
::''I still need support with my Magento and/or Joomla! and/or MySQL and/or PHP. We're going live soon and it would be good to have professional support. I've got some detailed questions about the strip card though.'' | ::''I still need support with my Magento and/or Joomla! and/or MySQL and/or PHP. We're going live soon and it would be good to have professional support. I've got some detailed questions about the strip card though.'' | ||
| − | == Security: how can the 2Value | + | == Security: how can the 2Value Strip Card prevent the use of unsafe components? == |
We can reduce the risk. | We can reduce the risk. | ||
| − | Active scanning of all ''exploits'' is not part of our strip card service. A strip card is a well-organized commitment to making an effort, in which individuals can be replaced. A "result-based" commitment can't even be achieved in the more stringent [[SLA]]'s, as there are often thousands of extensions per open source framework that are each released several times per year. | + | Active scanning of all ''exploits'' is not part of our strip card service. A strip card is a well-organized commitment to making an effort, in which individuals can be replaced if necessary. A "result-based" commitment can't even be achieved in the more stringent [[SLA]]'s, as there are often thousands of extensions per open source framework that are each released several times per year. |
It's simply impossible to guarantee that nothing will go wrong with it, moreover because certain combinations of components can be unsafer than those components by themselves. | It's simply impossible to guarantee that nothing will go wrong with it, moreover because certain combinations of components can be unsafer than those components by themselves. | ||
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We can increase the chance that we find these unsafe combinations and notify the client with a solution that we can offer. | We can increase the chance that we find these unsafe combinations and notify the client with a solution that we can offer. | ||
| − | ==Does 2Value offer | + | ==Does 2Value offer an alternative if the developer is unavailable or hasn't got time?== |
| − | If customers take out a [[SLA]] 2Value guarantees the SLA availability. With a strip card on [[SLA/Basic|SLA Basic]] we will do what we can in case of an emergency, | + | If customers take out a [[SLA]] 2Value guarantees the SLA availability. With a strip card on [[SLA/Basic|SLA Basic]] we will do what we can in case of an emergency, without guarantees ("best effort"). |
==Do we have an agreement with 2Value?== | ==Do we have an agreement with 2Value?== | ||
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====Symbolical: bus, bus driver and kiosk==== | ====Symbolical: bus, bus driver and kiosk==== | ||
| − | ::Compare the role of 2Value with a kiosk that sells strip cards for the bus or subway. When you want to travel, you enter the bus and upon entering you meet your diver. This is the driver that is available to you | + | ::Compare the role of 2Value with a kiosk that sells strip cards for the bus or subway. When you want to travel, you enter the bus and upon entering you meet your diver. This is the driver that is available to you - this is the driver you've got to work with in case of a SLA Basic. |
| − | The relationship you have with 2Value | + | The relationship you have with 2Value is purely administrative; with respect to the content the associate guarantees us both (customer and 2Value) his or her availability (to a certain extent) and his knowledge (without the customer using extra time on the strip card, he or she utilizes a strip card per year). We facilitate the process for the customer, the [[Calltracking|documentatie]] of the traffic and an orderly business process (the [[Associate contract]]), so customer and associate can focus on the content, for which 2Value can't accept any liability with a SLA Basic strip card. This is the case if you take out a SLA [[SLA/Medium|Medium]] or [[SLA/Pro|Pro]]. |
| − | == | + | ==Which time units are being used? Does one strip count for one hour? == |
| − | + | Work from a strip card is calculated per minute. | |
| − | == | + | ==Does the customer have access to the [[Calltracking|Calltracking systeem]]?== |
| − | + | Yes, this can be arranged, refer to [[Service]]. There are limits however: | |
| − | Per | + | Per role preferably 1 customer contact (''client'' and/or ''client participant''). |
| − | == | + | ==When do I set a call to Closed and when to Resolved?== |
| − | {{Ambox|type=speedy|text= | + | {{Ambox|type=speedy|text=Have you got the solution ready? Change it to ''resolved''! <br/>1. Confirm with your client that the issue is resolved (status ''resolved''), and <br/>2. Copy the answer as a comment in the call (status ''closed'').}} |
| − | == | + | ==I assume the definition of a year is "12 months" and not a "calender year" ?== |
| − | + | That is correct. If a Strip Card is purchased on the 1st of September, it's valid until the 31st of August the following year. | |
| − | === | + | ===How do you restart with several experts instead of one?=== |
Ik stel voor dan geen overdracht doen omdat dat meteen 6 strippen van een uur vergt. Maar als jij twee verzoeken die nog ''on hold'' staat kunt laten doorgaan, dan kunnen beide associates er meteen 1 oppakken. Onze [[projectbegeleider]] is voor hen ter beschikking voor toelichting en evt. aanvullen van de call tracking in ons Open Atrium systeem. | Ik stel voor dan geen overdracht doen omdat dat meteen 6 strippen van een uur vergt. Maar als jij twee verzoeken die nog ''on hold'' staat kunt laten doorgaan, dan kunnen beide associates er meteen 1 oppakken. Onze [[projectbegeleider]] is voor hen ter beschikking voor toelichting en evt. aanvullen van de call tracking in ons Open Atrium systeem. | ||
Revision as of 02:47, 6 July 2011
| Language: | Nederlands |
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A Strip Card consists of support hours of 2Value that have been purchased on forehand
Frequently asked questions for internal use: Associate:FAQ:Strippenkaart
Contents
- 1 Customer inquiries and 2Value's answers concerning the SLA Basic Strip Card
- 1.1 Security: how can the 2Value Strip Card prevent the use of unsafe components?
- 1.2 Does 2Value offer an alternative if the developer is unavailable or hasn't got time?
- 1.3 Do we have an agreement with 2Value?
- 1.4 Which time units are being used? Does one strip count for one hour?
- 1.5 Does the customer have access to the Calltracking systeem?
- 1.6 When do I set a call to Closed and when to Resolved?
- 1.7 I assume the definition of a year is "12 months" and not a "calender year" ?
- 2 SLA Basic strippenkaart ondersteund door meerdere associates
- 3 Associate vragen over de SLA Basic strippenkaart
Customer inquiries and 2Value's answers concerning the SLA Basic Strip Card
- I still need support with my Magento and/or Joomla! and/or MySQL and/or PHP. We're going live soon and it would be good to have professional support. I've got some detailed questions about the strip card though.
Security: how can the 2Value Strip Card prevent the use of unsafe components?
We can reduce the risk.
Active scanning of all exploits is not part of our strip card service. A strip card is a well-organized commitment to making an effort, in which individuals can be replaced if necessary. A "result-based" commitment can't even be achieved in the more stringent SLA's, as there are often thousands of extensions per open source framework that are each released several times per year.
It's simply impossible to guarantee that nothing will go wrong with it, moreover because certain combinations of components can be unsafer than those components by themselves.
We can increase the chance that we find these unsafe combinations and notify the client with a solution that we can offer.
If customers take out a SLA 2Value guarantees the SLA availability. With a strip card on SLA Basic we will do what we can in case of an emergency, without guarantees ("best effort").
Do we have an agreement with 2Value?
The project is invoiced by 2Value, but the operational services and paperwork is carried out by associates. How does that work?
Symbolical: bus, bus driver and kiosk
- Compare the role of 2Value with a kiosk that sells strip cards for the bus or subway. When you want to travel, you enter the bus and upon entering you meet your diver. This is the driver that is available to you - this is the driver you've got to work with in case of a SLA Basic.
The relationship you have with 2Value is purely administrative; with respect to the content the associate guarantees us both (customer and 2Value) his or her availability (to a certain extent) and his knowledge (without the customer using extra time on the strip card, he or she utilizes a strip card per year). We facilitate the process for the customer, the documentatie of the traffic and an orderly business process (the Associate contract), so customer and associate can focus on the content, for which 2Value can't accept any liability with a SLA Basic strip card. This is the case if you take out a SLA Medium or Pro.
Which time units are being used? Does one strip count for one hour?
Work from a strip card is calculated per minute.
Does the customer have access to the Calltracking systeem?
Yes, this can be arranged, refer to Service. There are limits however: Per role preferably 1 customer contact (client and/or client participant).
When do I set a call to Closed and when to Resolved?
 |
Have you got the solution ready? Change it to resolved! 1. Confirm with your client that the issue is resolved (status resolved), and 2. Copy the answer as a comment in the call (status closed). |
I assume the definition of a year is "12 months" and not a "calender year" ?
That is correct. If a Strip Card is purchased on the 1st of September, it's valid until the 31st of August the following year.
How do you restart with several experts instead of one?
Ik stel voor dan geen overdracht doen omdat dat meteen 6 strippen van een uur vergt. Maar als jij twee verzoeken die nog on hold staat kunt laten doorgaan, dan kunnen beide associates er meteen 1 oppakken. Onze projectbegeleider is voor hen ter beschikking voor toelichting en evt. aanvullen van de call tracking in ons Open Atrium systeem.
Hoe ga je te werk bij verzoeken aan meerdere experts
Als je een verzoek hebt, kun je
- 1. dat aan 1 iemand sturen, deze ene pakt de call op.
- 2. Om je kans op reactiesnelheid te vergroten: stuur gerust aan alle drie tegelijk. Als het maar duidelijk is dat alle drie je call hebben gekregen. 1 van de 3 pakt het verzoek op (stemt men zelf onderling kort af / iemand eist hem eenzijdig op als het direct opgelost kan worden).
Hoe is de verhouding strip en uren?
We hebben in 2010 de strippen van een half uur vervangen door strippen van een uur. Voor klanten maakte die actie geen verschil. Het oude systeem van half uur strippen bleek voor ons te verwarrend in de interne communicatie. De strip is nu een uur en wordt net als voorheen afgeboekt op hele minuten afgerond.
SLA Basic strippenkaart ondersteund door meerdere associates
Een greep uit de vragen die associates hebben
Voorbeeld email aan klanten die een uitbreiding van het aantal experts op een strippenkaart wil
AAAAAAA en BBBBBBB zijn beide bereid gevonden de ondersteuning van de strippenkaart op te pakken die je met CCCCCC overeen bent gekomen. Ook CCCCCC gaat graag voor je verder. We hopen door deze organisatie de reactietijd wat voor <Klant> te verbeteren.
- <Naam> - <2value-id>@2value.nl - <06 of vast nummer>
- <Naam> - <2value-id>@2value.nl - <06 of vast nummer>
- <Naam> - <2value-id>@2value.nl - <06 of vast nummer>
Associate vragen over de SLA Basic strippenkaart
- NB. SLA Basic strippenkaart is de voormalige losse strippenkaart
Kan de klant ons ook direct benaderen?
...of gaat dat altijd in eerste instantie via de 1e lijns en communiceert deze functionaris dan weer met (één van) ons (2e lijns)?
Ja en Nee: Ja, een klant kan je direct benaderen, 2Value is een verbond van ondernemers die zelf goed hun boontjes kunnen doppen. SLA basic is een strippenkaart zonder beschikbaarheids, reactietijden of oplostijden-verplichting. Nee, er zit niemand meer tussen. Je bent zelf de eerste, tweede lijn. Heb je behoefte aan ruggespraak, gebruik de interne communicatiekanalen.
Kunnen 3 websites van één klant op één strippenkaart
...of is dat niet de bedoeling en is er per website een strippenkaart gekoppeld?
Als de drie URLs 1 framework installatie betreffen (multisite, single install), dan kan het per klant worden ingeregeld. Maar zodra er andere technische bijhoudingen per installatie moeten plaats vinden is de overhead te groot om op 1 strippenkaart meerdere sites te bedienen. Denk aan de overdracht en documentatie. De volgende richtlijn is van toepassing:
- 2 verschillende sites, minimaal 2 strippenkaarten
- 3 verschillende sites, minimaal 2 strippenkaarten
- 4 verschillende sites, minimaal 3 strippenkaarten
- 5 verschillende sites, minimaal 3 strippenkaarten
- 6 verschillende sites, minimaal 4 strippenkaarten
- 7 verschillende sites, minimaal 4 strippenkaarten
