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Registration of Service Level Agreements (SLA). This
function ensures that the response time for the various
errors falls within the levels previously defined, in
accordance with the different types of errors that can
occur. The levels of service are registered in three
different spheres:
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Monitoring:
the response time from the moment the error occurs
to the moment the Level 1 technician detects it
on his or her screen. |
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Level
1 technician: the response time from the moment
the error is produced until the Level 1 technician,
once the error has been checked and the guided
problem solving procedures have been executed,
declares the incident resolved, or transfers it
to the Level 2 technician. |
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Level
2 technician: response time from the moment when
the error is produced until the Level 2 technician
solves it or transfers it to Level 3 technician. |
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