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: : Example
Let's say that a guaranteed response time of 4h (request taken into account within the 4h after the request) and a guaranteed fault repair time of 2 days (the solution must be given within 2 days) have been set.
When a contract is signed, you must set up the following elements in Akuiteo:
- Guaranteed response time and/or guaranteed fault repair time.
- Reception schedule: time period during which the request is received and evaluated. E.g. the request must be evaluated and entered within 4h maximum after the reception.
- Action schedule: time period during which the request is handled. E.g. the request must be handled and the issue corrected within 48h after receiving the request.
A request is sent by e-mail at 2 am. The request is well received but will be read only at 9 am.
The contract says that a request must be handled within 4h from the reception in the 9 am-6 pm time slot (reception time slot).
The request is evaluated and entered at 5 pm and will be sent to the Production team the day after, from 9 am to 12 pm, as soon as the request will be received.
About 24h and 1 day
1 day is not considered as 24h in a row.
- If the contract is in hours and if you want to add a working day (24h), then you must add 24h from the hour being taken into account.
- If the contract is in days and if you want to add a working day, then you must add a day that must end at the end of the day, i.e. at the end of a period of activity. (e.g. 6 pm).
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