B-informed distinguishes the following types of maintenance:
- Corrective maintenance and inquire Go Live
- Extensions and / or supplements
- Updates or upgrades
Thanks to an SLA agreement, the customer has a guarantee on availability and involvement of B-informed to follow any requested improvements and enhancements and to ensure the continuity of ODOO production environment.
A certain group of people in your organisation can access issues and report. These issues can be reported on the basis of a priority. Of course contact also can be made directly by telephone.
Within the SLA B-informed has the following classification of urgency:
Issues that need to be solved directly because the work is stopped.
B-informed reacts immediately and starts flush with the work.
Issues to be resolved quickly because the work is disturbed.
B-informed respond within one day and started within two days of work.
Issues that need to resolved quickly but do not interfere with work.
B-informed respond within one day and start within four days of work.
Issues to be resolved but have no direct impact on the work.
B-informed respond within one week and start within two weeks of work.
Issues that need to be resolved if there are no urgent issues.
B-informed will carry out the work if the issues are resolved with a higher priority.
Nice to have:
Issues that need to be solved, but which can be worked on as there are no other issues.
B-informed will carry out the work as the other issues have been resolved