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