# 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 |
| <p>Service Request</p><p>Fulfilment - Provision of Effort Estimation</p> | 16 h                | 32 h                  | Not applicable                   | Not applicable |

### Change Management&#x20;

Provision of Effort Estimation

<table><thead><tr><th>Priority Level (PL</th><th>SCM GOLD KPI Target</th><th>SCM Silver KPI Target</th><th width="149">SCM Standard / Bronze KPI Target</th><th>Best Effort</th><th data-hidden>Service Class</th></tr></thead><tbody><tr><td>PL1 (Critical)</td><td>16 h</td><td>24 h</td><td>Not applicable</td><td>Not applicable</td><td>Change Management - </td></tr><tr><td>PL2 (High)</td><td>24 h</td><td>32 h</td><td>Not applicable</td><td>Not applicable</td><td></td></tr><tr><td>PL3 (Medium)</td><td>32 h</td><td>40 h</td><td>Not applicable</td><td>Not applicable</td><td></td></tr><tr><td>PL4 (low)</td><td>40 h</td><td>48 h</td><td>Not applicable</td><td>Not applicable</td><td></td></tr></tbody></table>

{% hint style="info" %}

### Key performance Indicators (KPIs)

{% endhint %}

| **Service Level Target**        | Key performance Indicators (KPI) |
| ------------------------------- | -------------------------------- |
| **Service Requests /Incidents** | 95,00 % within SLA               |
| **Limitation**                  | As long as subscriptions exists  |


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