Property:Support Desk level

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A specified Support Desk Level indicates (in a string) the type of end level support that the Service Level guarantees. At ArchiSurance, the following Support Desk Levels are in use:

  • self-help which in essence means the user needs to solve problems himself, possibly helped by documentation that ArchiSurance provides in print and/or on line
  • online help desk means there are on-line resources like knowledge bases, electronic manuals, and the possibility to report incidents and problems electronically
  • 5x8 stands for standard support under normal business hours
  • 5x12 indicates extended standard support between 07:00 and 19:00 on weekdays
  • 5x12/2x8 indicates intensive support, with helpdesk available during extended standard times plus support on weekends and holidays from 09:00 to 17:00
  • 7X24 stands for high care support around the clock
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