![]() High - Priority 2- 24 work hours resolution: affect a large number of users, and service delivery.Critical - Priority 1 - 8 hours resolution: affect a very large impact on the users and services.The incidents (as well as the quality of support level) are classified as follows: Communication with the user community throughout the life of the incident.Passed to the testing and regression testing, up to complete closure and reporting.Incident resolution in taken in charge by one or more responsible, up to the Incident internal closure.The areas are: Knowledge base, Dashboards, IOT Directory, IOT Devices, IOT Applications production, IOT Applications management, Security, DataGate, Resource Manage, Data Ingestion, Portal, Data Analytics, Scheduling/processing. The responsible(s) is(are) contacted and the priority revised. incident is analysed via an Initial diagnosis, to identify the area and responsible which have to address it.At the reception of the email (preferably) we perform the Incident identification, logging, categorization and prioritization.Km4City /Snap4City Smart City API Service Availability, robustnessĪny occurrence of incidents is received by Help Desk personnel, classified and addressed in due time. Service Level Rules: the help desk is open H24/7 while the response to you email are typically produced at working hours: 8:30-19:00 CET time. ![]() ![]() This agreement is overwritted by specific details reported in the contract. This service agreement is valid for who signed a contract (convenzione) with UNIFI DINFO DISIT Lab for the Snap4City service. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |