SLA/Inleiding

Subpages SLA/Inleiding

• %TITLE%

Parent: SLA

SLA staat voor Service Level Agreement: onze SUPPORT diensten, gereguleerd en meetbaar.

We hebben drie typen supportcontracten:

• Basic
• Medium
• Pro

Zie details in File:SLA overzicht 2Value 2010.pdf

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 problem at hand.

Response time

this is the maximum time between the moment a problem has been reported and the solution of this problem en communication with the customer.

Solution time (resolve time)

this is the time between the moment a problem has been reported and the moment the problem has been resolved.