Support on the second level. In the event that the customer is unable to respond to a request or problem for licensed users in the first place, the Help Desk customer orders the Help Desk Client to contact the OIQ support service directly to provide second-level support. Customer Help Desk remains the direct interface with this licensed user regarding such a request or problem. The customer must immediately provide all available information to oIQ and appropriate assistance regarding reported problems or other customer issues, which are addressed to OIQ for solution. Support on the second level. The OIQ is responsible for all the second-level support. The OIQ must provide technical assistance and maintenance services (as described below) and implement and maintain a process of communication of problems and solutions (as described below). Service problems. The client will make reasonable economic efforts to report any problems in accordance with the categories and descriptions listed at the priority level and must act reasonably. A problem is considered to be reported at the time this problem is first reported to the OIQ helpdesk.
The customer helpdesk orders the Help Desk client to report all software issues exactly in accordance with the following priority policies: Here you define the responsibilities of the service provider and the customer. Measures should be designed so that bad conduct is not rewarded by both parties. If z.B. a service level is violated because the customer does not provide information on time, the provider should not be penalized. IT service organizations that manage multiple service providers may wish to enter into Operational Level Agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance. Inserts a short definition and description terms that are used to represent services, rolls, metrics, circumference, parameters and other contractual details that can be interpreted subjectively in different contexts. This information can also be distributed to the corresponding sections of this document instead of grouping it into a single section.