it_best_practise:kopierer:reaktionszeiten
Reaktionszeiten bei Fehlern
Der Vertrag der RWTH mit Triumph-Adler sieht eine 4h Reaktionszeit vor, wenn das Problem vor 12 Uhr gemeldet wird, dann muss ein Techniker noch am gleichen Tag vorbeikommen.
Die offizielle Formulierung ist wie folgt:
“Der Auftragsnehmer hat spätestens 4 Stunden nach der Störungsmeldung mit der Mangelbehebung bei der Auftraggeberin und dem jeweiligen Verwender innerhalb der RWTH Aachen vor Ort zu beginnen (= Reaktionszeit). Die Mangelbehebung erfolgt im Rahmen der Servicezeit werktags von 08:00 bis 17:00 Uhr. Bei einer Meldung am Vormittag (bis 12:00 Uhr) muss ein Techniker am Nachmittag desselben Tages am System mit der Mangelbehebung beginnen, bei Meldung am Nachmittag am Vormittag des nächsten Arbeitstages.”
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it_best_practise/kopierer/reaktionszeiten.txt · Last modified: by 127.0.0.1