Service Request & change Management
Service Request
List of provided services for clients:
Edit user (CRUD)
Change Licences
Change Workspaces
Service Class
SCM GOLD KPI Target
SCM Silver KPI Target
SCM Standard / Bronze KPI Target
Best Effort
Reaction Times Service Requests
16 h
48 h
Not applicable
Not applicable
Service Request
Fulfilment - Provision of Effort Estimation
16 h
32 h
Not applicable
Not applicable
Change Management
Provision of Effort Estimation
Priority Level (PL
SCM GOLD KPI Target
SCM Silver KPI Target
SCM Standard / Bronze KPI Target
Best Effort
PL1 (Critical)
16 h
24 h
Not applicable
Not applicable
PL2 (High)
24 h
32 h
Not applicable
Not applicable
PL3 (Medium)
32 h
40 h
Not applicable
Not applicable
PL4 (low)
40 h
48 h
Not applicable
Not applicable
Service Level Target
Key performance Indicators (KPI)
Service Requests /Incidents
95,00 % within SLA
Limitation
As long as subscriptions exists
Last updated
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