Beschreibung
Task:Supplier takes the customizing and support of the systems, there are all Environments (Development, test and production), Customer interface and the CxC mail interface included.
The Service contract is needed for the Service Manager 7 of our customer.
The Customer Service Manager 7 software is the central tool for customer to open interctions, incidents, Prio 1 and problem tickets and reporting.
If the customized case exchange with the HP Service Manager 7 don`t work, HP cannot support from 2nd Level the customer.
Customer has the HP Service Manager 7 in use. With the application, the ITSM services are incident and Problem Management within the Customer provided.
a) Communication Communication in case of support should be made by telephone and email. When signing a contract both parties agree to the communication (contact) and keep this decision fixed in written form. b) Support Team The Supplier and HP shares at the beginning of this contract with what employee on the side of Supplier are responsible for support and how it can be achieved. There are at least two Employee named. It is Supplier free to select employees for this service and also exchange. The Supplier ensures in this case that the employees needed provide the professional and technical knowledge. HP provides for both employees remote access. All services are performed here by Supplier, but may also be provided by Subcontractors or any other third person on behalf of Supplier In this case Supplier does not require the prior written consent of HP. c) Access The services can be provided both remotely and locally. The support staff decides which option is most efficient. In order to enable smooth performance, get Supplier ongoing access (24 hours, 7 days) to the corresponding systems (application server, database server, connect-IT server). This includes logins and passwords as well as the necessary infrastructure (eg VPN software), as well as Agreement also physical access to the relevant premises. d) the occurrence of the support case HP decides on the admission of a support incident and directly addresses Supplier The Notification includes the following information:
1 Classification of urgency Supplier 3/6 ? Urgent: The system or critical parts of the system are not usable. There is an acute risk of data loss from production data. One Workaround is not known. ? Medium: The system is only partially usable. The productive use of the System is significantly impaired. There are known workarounds complicate the work. ? Low: A support incident of this priority has little effect. The functions involved are not critical. The productive use of the System is only slightly impaired. It is easy to use known workarounds for users.
2 Comprehensive written descriptions of the problem. This includes details about Simulation of the problem, examples, system, data used, time, special Incidents or previous activities, the state of the technical infrastructure, occurrence of the problem and, if necessary, screenshots.
3 Name and contact of the problem and ticket owners.
Performance The supplier is committed after complete submission of the above information within a certain time (reaction time) to start to analyze the fault, and after another time (opinion time) an opinion on the nature, extent and probable duration or Planning the solution of the problem leave. This power is normally provided remotely. supplier guarantees a professional and timely execution of the services. The decrease the service will be based on an acceptance report.The acceptance report is written by Supplier within 4 weeks transmitted. In case of refusal detailed information provide by HP to the applicant. Supplier Services will be rejected as soon as possible corrected and confirmed by HP.
a) Reaction time No later than the end of the reaction time Supplier to analyze the error. The Reaction time begins after the confirmation of the arrival or receipt of the Supplier. support incident by a Supplier Support staff. It times out of 8 clock a.m. and 5 p.m. from Monday to Friday; Saturdays, Sundays and nationwide Holidays not counted. The reaction time is suspended if the access to the system through HP shall not be provided or the support staff in question is already anaylizing another HP reported Support case. The reaction time depends on the classification of the problem: ? Urgent: reaction time 3 hours ? Medium: reaction time 12 hours ? Low: reaction time 24 hours
b) Opinion of time With the start of the analysis of the error, the opinion begins. See a) ?Reaction Time?
c) Analysis and Solution Depending on the severity of the case support a solution may already be performed during the exposure time or thereafter. You may have the problem of the core labor time (from 8:00 - 17:00 clock) also and / or use of other resources are analyzed (by HP) before a Proposed solution can be worked out. This depends on the individual case. If a problem cannot be corrected during the opinion of time, further analysis and solution must be planned and implemented by Supplier 4/6 by mutual agreement. Supplier reserves the right, in exceptional cases, other employees with the appropriate Use qualifications put in this project.
Beginn: 01.09.2014
Dauer: 31.08.2015
Branche: Sonstige