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

Key performance Indicators (KPIs)

Service Level Target

Key performance Indicators (KPI)

Service Requests /Incidents

95,00 % within SLA

Limitation

As long as subscriptions exists

Last updated

Was this helpful?