SLA/Inleiding
SLA staat voor Service Level Agreement: onze SUPPORT diensten, gereguleerd en meetbaar.
We hebben drie typen supportcontracten:
Zie details in File:SLA overzicht 2Value v4.1 HC.pdf
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:
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
- responsetijd = started (meer info)
