December 20, 2020

Voorbeeld Service Level Agreement Dienstverlening

Filed under: Uncategorized — dpk3000 @ 12:25 am

MUNICIPAL TELECOMMUNICATIONS MOBILE COMMUNICATIONS Appendix 04 Quality assurance and verification Content 1 Introduction 3 2 Proof of Quality Assurance Services 4 3 Auditing 5 3.1 For application 17 5 Structure 5.1 Generalities, this report level service (SLR) refers to work outsourced by the client> which relates to the management and maintenance of applications (clusters) applications: Xxx xxx starting point, the report on service indicators contained in the ALS is communicated. The measurement and reporting are monthly: on the basis of the last period and cumulatively on the basis of the current year`s periods. to deliver no later than ten business days after the deadline has expired. At a later stage, it may seem that not all reports add value or that it is preferable for some service indicators to account for only exceptions. This can lead to an adaptation of this reporting structure. Changes in service level may also result in changes in the structure of the report that are defined in this document. Application> 17/18 A Service Level Agreement (SLA) is used, among other things, for the registration of agreements, the guarantee of quality and transparency of the structure of services and costs. ALS clearly indicates clear composition, responsibilities and expectations, so that in the event of a problem with the service, neither party can rely on ignorance. It ensures that both parties understand the requirements in the same way. Any contract of greater importance without associated ALS is open to intentional or unintentional misinterpretation.

The ALS protects both parties to the agreement. Ideally, ALS should be tailored to the technology or business objectives of the task. 9 3 Service Levels Management 3.1 Helpdesk Responsible for minimum occupancy during window times; Weekdays from 8 a.m. to 5:30 p.m. Helpdesk 1 RDT 3.2 Incident Management (front line) Record and re-record incident users. Client Timeliness> can ensure that the reporting, classification and return process is done in a timely manner, so that this does not slow down the entire incident resolution time. The standards applicable to the customer> helpdesk with the customer`s user organization>. Responsible customer> 3.3 Incident Management (second line) Incident classification, management and handling.