瀵艱錛?/div>
鏁堢巼縐戞妧鎷ユ湁15騫寸殑MES欏圭洰琛屼笟緇忛獙錛岀鎸佲滅敤鎴風殑闇姹傚氨鏄垜浠殑闇姹傗濇湇鍔＄悊蹇碉紝鎸佺畫涓哄鎴鋒彁渚涒滀笓涓氶珮鏁堬紝鑰愬績緇嗚嚧錛屽懆瀵嗗懆鍒幫紝浼樺寲鍗囩駭鈥濈殑鍞悗鏈嶅姟錛屾敮鎸佺幇鍦虹淮鎶ゃ佽繙紼嬫闈㈢淮鎶ゆ湇鍔℃柟寮忥紝7*24H緋葷粺鏁呴殰搴旀ユ湇鍔＄儹綰匡紝蹇熷搷搴斿鎴烽渶姹傘侻ES緋葷粺,鍒墮犳墽琛岀郴緇烳ES,浜慚ES,
鏁堢巼縐戞妧鎷ユ湁15騫寸殑MES欏圭洰琛屼笟緇忛獙錛岀鎸佲滅敤鎴風殑闇姹傚氨鏄垜浠殑闇姹傗濇湇鍔＄悊蹇碉紝鎸佺畫涓哄鎴鋒彁渚涒滀笓涓氶珮鏁堬紝鑰愬績緇嗚嚧錛屽懆瀵嗗懆鍒幫紝浼樺寲鍗囩駭鈥濈殑鍞悗鏈嶅姟錛屾敮鎸佺幇鍦虹淮鎶ゃ佽繙紼嬫闈㈢淮鎶ゆ湇鍔℃柟寮忥紝7*24H緋葷粺鏁呴殰搴旀ユ湇鍔＄儹綰匡紝蹇熷搷搴斿鎴烽渶姹傘?/span>
涓銆佸敭鍚庢湇鍔″唴瀹?/span>
1銆佺郴緇熷強騫沖彴榪愯緇存姢
(1)緋葷粺姝ｅ父榪愯鏃ュ父緇存姢鏈嶅姟
(2)鏁版嵁澶囦喚涓庢仮澶?/span>
(3)緋葷粺鏁版嵁搴撴ц兘浼樺寲
(4)緋葷粺鎸佺畫鏇存柊銆佷紭鍖栧崌綰?/span>
(5)緋葷粺鏁呴殰瑙ｉ櫎鏈嶅姟
(6)鏃ュ父鐢ㄦ埛鍜ㄨ鏈嶅姟
2銆丄SRS紜歡緇存姢
(1)紜歡鐨勭幇鍦哄父瑙勪繚鍏諱笌媯鏌?/span>
(2)緋葷粺鏁呴殰瑙ｉ櫎鏈嶅姟
(3)鏃ュ父鐢ㄦ埛鍜ㄨ鏈嶅姟
3銆丼QL software緇存姢
|
Severity
涓ラ噸紼嬪害
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SLA time
鏈嶅姟鐩稿簲鏃墮棿
|
Resolution Time
瑙ｅ喅闂鏃墮棿
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Description
涓ラ噸紼嬪害鎻忚堪
|
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Critical A
鍗辨ョ▼搴
|
support engineer call back in 1hr
宸ョ▼甯?涓皬鏃跺唴鍥炵數
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In 1 hours (7x24)
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The SQL system is broken down
緋葷粺宕╂簝錛屼負鍗辨ョ▼搴?
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Important B
绱фョ▼搴
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support engineer call back in 2hr
宸ョ▼甯?涓皬鏃跺唴鍥炵數
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In 2 hours
|
To define the scope
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Medium C
涓瓑紼嬪害C
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support engineer call back in 4hr
宸ョ▼甯?涓皬鏃跺唴鍥炵數
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In 4 working days
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To define the scope
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Regular D
甯歌紼嬪害C
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support engineer call back in 8hr
宸ョ▼甯?涓皬鏃跺唴鍥炵數
|
|
|
|
Visiting service
宸ョ▼甯堜笂闂ㄦ湇鍔?/strong>
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support engineer on-site in 48 H
宸ョ▼甯?8灝忔椂鍐呭埌鐜板満
|
|
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MES緋葷粺,鍒墮犳墽琛岀郴緇烳ES,浜慚ES,