Version 12 (modified by gryslettemark, 12 years ago)

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RDS Operations Support Services Offered

The RDS Operations Support tickets are used for handling service requests concerning availability, technical and software support issues and general questions about the Reference Data Services. The RDS Operations Support tickets are also used for initiating change requests for the RDS System, or change requests concerning the content of the Reference Data Library (RDL).

Service Availability

Service/Coverage windowSpecifies the time during which services are guaranteed available.
The Coverage window is from 8.am to 4.pm. GMT + 1.00 on business days (excl. week-ends and holidays). Response time and target solution time are counted within this timeframe.
Response TimeIs the period of time that begins when the initial service request is received and logged in the trac.posccaesar.org until the request is assigned to an support team member and prioritized. The response time for all requests registered on www.posccaesar.org. is 8 hours within the defined coverage window.
Target Solution timeSpecifies the period of time that begins where the customer request is assigned & prioritized, until the requester receives a solution to the problem. The target solution time will vary depending on the priority set the the request after the initial analysis done by the support team.

User Rights

This wiki is available to all. You can browse the pages and is is recommended that you use the Search function on the top right of this page to find information you want.

How to become member? Read about it on Membership

When you are logged in (use the upper right hand side menu) a new menu will become available on your left hand side.
Here you can submit a request using the new ticket function, you can follow the progress of you ticket through View tickets or you can join a discussion on a topic on Discussion

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