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Difference between revisions of "Service Level Target - Quality of Support"

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Quality of Support was introduced to track responsiveness of GGUS Support Unit.


= Definition  =
= Definition  =
There are three different QoS levels, each defining different [[FAQ GGUS-Waiting-For-PT-Process#Respond_to_a_ticket|response times]] for given [[FAQ GGUS-Ticket-Priority|Ticket Priority]].


*Base
*Medium
*Advanced
Description of all Levels can be found here [[FAQ_GGUS-QoS-Levels| FAQ GGUS QoS Levels]]




= Threshold  =
= Threshold  =


= Recalculation procedure  =


= Reports  =


= Recalculation procedure =
Monthly Reports are available at '''[[Resource Centres OLA and Resource infrastructure Provider OLA reports|'''Resource Centres OLA and Resource infrastructure Provider OLA reports wiki page''']]'''
 
= Reports =
Monthly Reports are available at '''[[Resource_Centres_OLA_and_Resource_infrastructure_Provider_OLA_reports|'''Resource Centres OLA and Resource infrastructure Provider OLA reports wiki page''']]  


[[Category:Service_Level_Management]]
[[Category:Service_Level_Management]]

Revision as of 11:41, 20 February 2015

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Quality of Support was introduced to track responsiveness of GGUS Support Unit.

Definition

There are three different QoS levels, each defining different response times for given Ticket Priority.

  • Base
  • Medium
  • Advanced

Description of all Levels can be found here FAQ GGUS QoS Levels


Threshold

Recalculation procedure

Reports

Monthly Reports are available at Resource Centres OLA and Resource infrastructure Provider OLA reports wiki page