Service Level Agreement Deutsch Vorlage

If you don`t offer 24/7 customer support, you should set ALSs that take into account your call center`s hours of service. When you fix your SLAs on opening hours instead of calendar hours, the watch only works when your customer service is active. When requesting a Friday afternoon, a customer immediately learns that they cannot expect a response until Monday. 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. DE Fall Nr. IV/M.1144 – WINTERTHUR / ARAG Only the German text is available and authentic. REGLEMENT (CEE) No 4064/89 RELATIVE TO FUSION PROCEDURE Article 6, paragraph 1, b NON-OBJECTION Date: 14/04/1998 A quality service contract (in German) is an agreement (agreement) between the customer and the supplier, which 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. 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.

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