CONSULTATION STRUCTURE AND SLA REPORTING Sample Clauses

CONSULTATION STRUCTURE AND SLA REPORTING. Client will on its request receive the service report from Otherside over the past calendar quarter. The SLA report describes as a minimum: ▪ An overview of the number of registered tickets in the past quarter by type of incident: ▪ Functional Questions; ▪ Bugs; ▪ Malfunctions; ▪ An overview of the number of registered tickets in the past quarter by type of change: ▪ Service Requests; ▪ Product Suggestions; ▪ An overview of the number of closed tickets per type of incident with a maximum historical period of 6 months; ▪ An overview of the number of tickets by status: ▪ That are being handled by Otherside; ▪ That are being parked outside Otherside; ▪ An overview of the incidents in the past quarter; ▪ Which % of the Bugs were fixed on time and which % were not fixed on time; ▪ Which % of the Malfunctions have been responded to timely and which % have not been responded to timely; ▪ Which % of the Malfunctions were resolved in time and which % were not resolved in time; ▪ The availability for the Xpert Suite in the past quarter. If the agreed Service Level is not met, or if there are other points of attention in the provided service, the following escalation model applies: ESCALATION LEVEL CONTACT PERSON CLIENT CONTACT PERSON OTHERSIDE LEVEL 1 Functional application manager Employee Xpert Desk LEVEL 2 Coordinator functional application management / service level manager / IT manager Delivery Manager LEVEL 3 Contract owner Account Manager LEVEL 4 Management board Manager Operations By default, Otherside suggests the following consultation structure: 2 x per annum: Service Level Consultation (account manager, delivery manager, Client) 1 x per quarter: Business Account consultation (account manager, Client) 1 x per annum: Strategic consultation (management board and account manager, Client) A definitive consultation structure will be set up in consultation with the Client. 2 CONTINUITY, CAPACITY & AVAILABILITY MANAGEMENT
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