The key to good cooperation is the definition of clearly distributed responsibilities and a description of tasks based on needs and services. With our service descriptions, this task is easy and you save a lot of time. Terms of participation for the exchanges of German-Russian youth Elbharmonie HafenCity- WG of December 28, 2015 14. January 2016 in Hamburg 1. Registration Please register by the planned 3 – 3. 4. Diagnosis Analysis of the disorder and its causes (for example.b by reproducing the disorder in different environments) 5. Searching and implementing a solution For the disorder, a solution is sought and, if necessary, implemented in the system environment Priority is established 3 different priority levels. Priority Description Action 1 (Critical One or more of the following cases are found: Incident) Production data/information is destroyed or lost.
Actions lead to incorrect results with direct consequences for the business processes of the customer organization. One or more of the components do not work and the disturbances lead to serious interruptions 2 (Fault to be tolerated temporarily) 3 (improvement). Disruption has no direct critical consequences, but: productivity is hampered by limited system functionality. The disruption does not belong to Category 1 or 2, but: the customer wants an extension or a change in functions. Response time for priorities 1-3 Response time Priority 1 During the availability time, the response time is X minutes, the response time is x hours. / 4 A service level contract (German: quality of service contract) is an agreement (agreement) between the customer and the supplier that sets essential requirements for the implementation of a service. Often the abbreviation SLA is used. An SLA contract is used for quality assurance: in addition to the range of services, alS agreements contain specific quality of service requirements. These quality levels are used to set expectations and make companies accountable for meeting commitments. A guide to the use of SLAs and the importance of service level management to improve the quality of customer service.