Marcelo, a seguir alguns tipos de m�tricas para SLA recomendadas pelo Gartner. �Tempo de resposta. �Instala��es/desinstala��es (inclusive novos usu�rios). �Modifica��es e acr�scimos. �Disponibilidade. �Resolu��o de incidentes (Ex.: �quebra/conserto�). �Desenho t�cnico do projeto (servi�os al�m do suporte padr�o). Patricia �
Caros amigos, Me nome � Marcelo Nunes e pe�o uma ajuda ao pessoal da lista. Estou enfrentando a implanta��o de um sistema de ERP herdado do meu antecessor e no futuro, a migra��o de nossa folha de pagamento para uma vers�o windows. Em nosso contrato, n�o existe nenhuma clausula referente a qualidade de suporte/servi�o o que me preocupa imensamente. Principalmente no quesito retorno do suporte. Pe�o orienta��o aos amigos por onde devo come�ar as re-negocia��es do contrato e que tipo de �ndices/parametros, multas deveria abordar para que possa me cerca de alguma seguran�a. Exemplos s�o bem vindos. Grato ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Lista ITSM_BR - Gest�o de TI - Mantida por Gilberto Biasoto - Network Designers - http://www.networkdesigners.com.br - ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Para de descadastrar envie email para: [EMAIL PROTECTED] --- Yahoo! Groups SponsorADVERTISEMENT --------------------------------- Yahoo! Groups Links To visit your group on the web, go to: http://groups.yahoo.com/group/itsm_br/ To unsubscribe from this group, send an email to: [EMAIL PROTECTED] Your use of Yahoo! Groups is subject to the Yahoo! Terms of Service. --------------------------------- Do you Yahoo!? Yahoo! Mail Address AutoComplete - You start. We finish. [Non-text portions of this message have been removed] ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Lista ITSM_BR - Gest�o de TI - Mantida por Gilberto Biasoto - Network Designers - http://www.networkdesigners.com.br - ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Para de descadastrar envie email para: [EMAIL PROTECTED] --- Yahoo! Groups Links Patr�cia Aquino Divis�o de Tecnologia e Gerencia de Redes Dataprev - RJ [EMAIL PROTECTED] [EMAIL PROTECTED] --------------------------------- Do you Yahoo!? Yahoo! Mail Address AutoComplete - You start. We finish. [Non-text portions of this message have been removed] ------------------------ Yahoo! Groups Sponsor --------------------~--> $9.95 domain names from Yahoo!. Register anything. http://us.click.yahoo.com/J8kdrA/y20IAA/yQLSAA/67folB/TM --------------------------------------------------------------------~-> ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Lista ITSM_BR - Gest�o de TI - Mantida por Gilberto Biasoto - Network Designers - http://www.networkdesigners.com.br - ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Para de descadastrar envie email para: [EMAIL PROTECTED] --- Yahoo! Groups Links <*> To visit your group on the web, go to: http://groups.yahoo.com/group/itsm_br/ <*> To unsubscribe from this group, send an email to: [EMAIL PROTECTED] <*> Your use of Yahoo! Groups is subject to: http://docs.yahoo.com/info/terms/
