DE Case No IV/M.1144 – WINTERTHUR / ARAG Only the German text is available and authentic. REGULATION (EEC) No 4064/89 ON MERGER PROCEDURES Articles 6(1)(b) NON-OBJECTIONs Date: 14/04/1998 A guide on the use of SLAs and the importance of service level management for improving the quality of customer service. 1. InstallING BES 10 Server Migration path to BES 10 (1) 0 Download BES 10 Server (server license is free and without duration): de.blackberry.com/business/software/bes- 10.html? LID=en:bb:business:productsservices:bes-10&LPOS=en:bb:business 2 Disruptions caused by components outside the responsibility of X-GmbH – Abuse of the software by the customer in a few rounded minutes. Downtime (= AZ) is the period during which the offer is not available due to disruptions attributable to X-GmbH in rounded minutes. The maximum monthly availability (= Vmax) is: x days multiplied by x hours, minus the deduction time. The parties agree on a minimum availability (=Vmin) of 99.x % calculated according to the formula: (Vmax AZ) x 100: Vmax IV. Support The support hotline is available to customers at least from Monday Friday from 09:00-20:00 Central European Time (except national holidays). V. Maintenance X-GmbH provides contractual maintenance services to hardware, software and network components, preferably between 3:00 a.m. and 7:00 a.m.
VI. Failure Management Disruptions are recorded and addressed as follows. Step Description 1. Notification The message by the administrator of the customer is made by indicating as complete information as possible, in particular: specification of the malfunction, in particular the time of the malfunction, the application environment and the situation, the frequency of the problem, the error messages, the type and version of the Internet browser used, the user ID, the priority level. 2. Registration disruptions shall be recorded centrally and shall be obtained an identification number. 3. Determine the priority of the malfunction will be common / 3 If you do not offer customer service 24/7, you should set SLAs that take into account the service times of your call center. If you set your SLAs to business hours instead of calendar times, the clock only turns on times when your customer service is active. During a request on Friday afternoon, a customer immediately learns that they cannot expect a response until Monday. A service level agreement (in German: service quality contract) is an agreement (agreement) between the customer and the supplier that sets essential requirements for the implementation of a service.
The abbreviation SLA is often used. An SLA is intended to ensure quality: in addition to the range of services, SLA agreements contain precise specifications on the quality of services (service levels). These quality levels are used to set expectations and make companies accountable for meeting commitments.. . . .