This page describes the default service for customers with a license-and-support-only contract. The service level for our platform service is described separately
n this description of the services related to the license-and-support-only subscription, qualitative and quantitative goals are set with respect to management and maintenance. This document defines the complete set of arrangements for management and maintenance of semantic wikis. The description includes a definition of the key indicators (service levels) to the extent that is measurable and can be influenced by ArchiXL. For each indicator, the associated standard is given. These standards are the measurable criteria for ArchiXL activities.
The services described in this document may be changed at the initiative of ArchiXL. ArchiXL will inform clients of changes well before the planned effective date. In case of changes having unwanted and substantial impact for the Client, a practical solution will be found. The present 2012-08 version of this document is valid from August 1, 2012.
The services related to the license-and-support-only subscription to semantic wikis means essentially that ArchiXL deploys resources for management and maintenance of the software developed by ArchiXL. The goal is keeping our software and its integration for the WikiXL platform up to date. Service provided is based on 'best effort'.
ArchiXL provides the following services:
|To provide services ||Description |
In this document, we work with priorities. These are defined as follows. ArchiXL and Customer jointly determine the priority of a particular situation.
|Priority||Situation ||Description |
|1||UNWORKABLE||The wiki is not accessible.|
|2||NUISANCE||Essential functionality does not work. The wiki is accessible.|
|3||INSUFFICIENT||The wiki is accessible, some functions do not work properly.|
|4||UNDESIRABLE||The wiki is accessible, some features work differently than desired.|
|Indicator||Description (indicator) and measuring methodology ||Standard||Responsible||Reporting|
||Indoor time windows are phone and email reply||ArchiXL||on request|
|Outdoor time windows||
||Answering email and telephone is not guaranteed||ArchiXL||on request|
The Client assigns (at least) one (1) person to the role of first point of contact for ArchiXL in case of disorders, notifications, etc. This person also standard receives a newsletter with latest developments. Incidents are handled in accordance with the table below.
|Indicator||Description (indicator) and measuring methodology ||Standard||Responsible ||Reporting |
|Response||From incident entry at helpdesk ArchiXL to feedback to the Client.||
|Handling Time||From the feedback moment above to the closure report from the ArchiXL helpdesk to the Client.||
|Completed incidents||Number of handled incidents in the measurement period||
The use of the semantic wiki is bound to the following specific conditions:
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