Difference between revisions of "SLA"
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Revision as of 14:25, 20 March 2015
SLA (Service Level Agreement)
| Tip cerere | Prioritate | Observatii | Timp |
|---|---|---|---|
| Suport ERP Suport HCM |
CRITIC | Clientul a operat eronat si sistemul este blocat din cauza acestor date pana la corectia lor si nu exista workaround | I 1h R 1h |
| URGENT | Clientul a operat eronat, nu se pot efectua anumite operatii dar nu blocheaza activitatea | I 1h R 4h | |
| NORMAL | Alte cerinte | I 1h R 2wd | |
| Bug | CRITIC | sistemul nu functioneaza in totalitate sau exista fluxuri operationale care nu mai functioneaza si blocheaza activitatea curenta (fara sa existe workaround) | I 1h R 1h |
| URGENT | un flux specific nu mai functioneaza (desi a functionat) dar nu blocheaza activitatea (exista workaround) | I 1h R 2wd | |
| NORMAL | Alte buguri | I 1h R plan | |
| Dezvoltare | CRITIC | Au aparut reglementari noi ce impun dezvoltari fara de care nu se pot inchide raportari/fluxuri I | 1h R plan |
| URGENT | Cerinta client ce-l ajuta in reducerea efortului cu cel putin jumatate | I 1h R plan | |
| NORMAL | Cerinta client – altele decat cele de mai sus | I 1h R plan |
