DIGITAL PLATFORM CATEGORY

COMPANY-COUNTRY Logical groupings based on criteria such as

Name of Digital Platform, for the contribution of value to the customer or
SUBCATEGORY
Name of the company, for example: VTR, Action to execute in
Liberty, Etc, example: LLA.com, the technological affinity of the components the category
Discoverflow.co, Etc. and systems.

ADMINISTRACIÓN DE USADMINISTRACIÓN DE USUARIOS

TYPE OF SERVICE
Type of service delivered MONITORING TOOL SERVICE DESCRIPTION
to the external or The tool used to monitor the service Service Review
internal user

PRINCIPAL PRINCIPAL
 SUPPORT HOURS

URGENCY (LOW- DIGITAL SERVICE DESK FIRST LEVEL SUPPORT

REQUIRES APPROVAL? MEDIUM-HIGH)
Approval is required to provide service A measure of how long it will
SUPPORT HOURS HOURS
support be until an Issue has a Group Support Hours - Panama Group Support Hours - Panama
Time Zone Time Zone
significant

PRINCIPAL PRINCIPAL PRINCIPAL

 SUPPORT HOURS FIRST LEVEL SUPPORT (OLA)

SECOND LEVEL THIRD LEVEL SUPPORT PROVIDER LEVEL TIME FOR REQUEST L1
SUPPORT HOURS HOURS SUPPORT HOURS Internal agreements that First level
Group Support Hours - Panama Group Support Hours - Panama Group Support Hours - Panama support defines for internal users to
Time Zone Time Zone Time Zone meet SLAs

PRINCIPAL
 Operational Level Agreements (OLA)
ST LEVEL SUPPORT (OLA) SECOND LEVEL SUPPORT (OLA)

TIME FOR INCIDENT L1 TIME FOR REQUEST L2 TIME FOR INCIDENT L2

Internal agreements that First Internal agreements that Second level Internal agreements that Second level
level support defines for internal support defines for internal users to support defines for internal users to
users to meet SLAs meet SLAs meet SLAs

PRINCIPAL
LA)
THIRD LEVEL SUPPORT (OLA) FUNCTIONAL SUPPORT (OLA)

TIME FOR REQUEST L3 TIME FOR INCIDENT L3 TIME FOR REQUEST FS TIME FOR INCIDENT FS
Internal agreements that Third level Internal agreements that Third Internal agreements that Internal agreements that Functional
support defines for internal users to meet level support defines for internal Functional support defines for support defines for internal users to
SLAs users to meet SLAs internal users to meet SLAs meet SLAs
 UNDERPINNING CONTRACT (UC)
PROVIDER TIME SERVICE LEVEL AGREEMENTS

TIME FOR INCIDENT SERVICE LEVEL

TIME FOR REQUEST PROVIDER PROVIDER AGREEMENTS FOR
Internal agreements that Provider defines Internal agreements that REQUEST
for internal users to meet SLAs Provider defines for internal users external agreements between a
to meet SLAs service provider and a customer
RVICE LEVEL AGREEMENTS RESPONSIBLE OF THE SERVICES

SERVICE LEVEL RESPONSIBLE OF THE RESPONSIBLE OF THE SERVICE -

AGREEMENTS FOR INCIDENT SERVICE - CUSTOMER CARE BUSINESS
external agreements between a service Person assigned by Customer Care as Person assigned by Business as responsible for
provider and a customer responsible for the service the service
F THE SERVICES

RESPONSIBLE OF THE SERVICE - COST PER HOUR OF SERVICE -

BUSINESS SERVICE PROVIDER OBSERVATIONS
Person assigned by Service provider as responsible for Is there an extra cost in hours for the
the service provider's service?