2 failures caused by components out of the responsibility of the company X-GmbH – misuse of the software by the customer in rounded minutes. The downtime (AZ) is the hours during which the offer is not available due to disruptions due to X-GmbH in rounded minutes. The maximum monthly availability (Vmax) is: x days multiplied by x hours, less the deduction time. The parties agree on a minimum availability (Vmin) of 99.x % calculated according to the formula: (Vmax AZ) x 100: Vmax IV Assistance The support hotline is available to customers at least from Monday from 09:00-20:00 hours (except federal holidays). V. Maintenance X-GmbH provides contract maintenance services on hardware components, software and networks preferably between 3am and 7am. VI. Dysfunction management disruptions are recorded and treated as follows. Step Description 1. Message The message by the client administrator is made by specifying the most complete information possible, in particular: defect specification, in particular the timing of the outage, the application environment and the situation, the frequency of the problem, the error messages, the type and version of the Internet browser used, the user ID, the priority level. 2.
Registration anomalies are recorded centrally and receive an identification number. 3. Determining priority The priority of disruption is set jointly / 3 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 1. Installation BES 10 Server Migration Path to BES 10 (1) 0 Download BES 10 Server (the server license is free and without life): de.blackberry.com/business/software/bes-10.html? LID:bb:business:productsservices:bes-10-LPOS:bb:business Page 1 of 9 tegos Support Content 1 Contact… 2 2 tegos Support Ticketing System… 2 3 Support Knowledge Database… 6 4 error classes… 6 5 Error management… 7 6 level of service…
8 7 Climbing… 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. The content of service level agreements is determined by the service level requirements (SLRs) that are defined when a service is initially created. This content should be clear and easy to understand. Although they are part of a contract (if the other party is an external supplier), they should not be written in legal language and should not contain legal terms. SLAs are created in several stages: disruptions can be reported in three priorities: and the best: all models can be merged into a catalogue of services because of their modularity, as also proposed by the framework of good practices ITIL®.