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SLA månedsrapport OCES (januar 2013)

SLA månedsrapport OCES (januar 2013)

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Published by Version2dk
DanID SLA månedsrapport OCES (januar 2013)
DanID SLA månedsrapport OCES (januar 2013)

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Published by: Version2dk on Apr 29, 2013
Copyright:Attribution Non-commercial

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06/09/2014

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T
IL INTERNT BRUG
 
DanID A/S26. marts 2013P. 1-19
DanID A/SBørglumvej 11DK
8220 RisskovT +45 87 42 45 00F +45 70 20 66 29info@danid.dkwww.danid.dkCVR-nr. 30808460LHF
ProduktionsrapportJanuar 2013OCES II/NemID
 
T
IL INTERNT BRUG
 
DanID A/S26. marts 2013P. 2-19
Indholdsfortegnelse
1
 
Formål ...................................................................................................... 4
 
2
 
Oversigt ................................................................................................... 5
 
3
 
Driftsydelser ............................................................................................. 7
 
3.1
 
Driftseffektivitet ................................................................................ 7
 
3.1.1
 
Servicevinduer (planlagt nedetid) ...................................................... 8
 
3.1.2
 
Hændelser med nedetid (uplanlagt nedetid) ....................................... 9
 
3.2
 
Svartider ........................................................................................ 10
 
3.3
 
Reaktionstider ................................................................................. 12
 
4
 
Support .................................................................................................. 13
 
4.1
 
Delaftale 1 ...................................................................................... 13
 
4.2
 
Delaftale 2 ...................................................................................... 15
 
5
 
Appendix A : Opgørelsesmetoder ............................................................... 17
 
5.1
 
Driftseffektivitet .............................................................................. 17
 
5.1.1
 
Servicevinduer (planlagt nedetid) .................................................... 17
 
5.1.2
 
Hændelser med nedetid (uplanlagt nedetid) ..................................... 17
 
5.2
 
Svartider ........................................................................................ 18
 
5.3
 
Reaktionstider ................................................................................. 19
 
5.4
 
Support .......................................................................................... 19
 
 
T
IL INTERNT BRUG
 
DanID A/S26. marts 2013P. 3-19
Versionsfortegnelse
26. marts 2013 Rapport for januar 2013 LHF

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