Development/Support Models

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This page has a few notes about the different Support Models that people use and what features we provide (or don't provide yet!) within SiT! to help out.


Contents

Entitlement Models

Contract

A pre-arranged contract which may specify SLA terms, product coverage, a fixed duration and may also name a fixed number of contacts who are entitled to receive support.

Inventory/Contract

Ownership of an item with a unique, pre-registered, serial number provides automatic entitlement. Sometimes the term of the entitlement is a fixed length starting when the item is first owned by the end-user.

Inventory

Ownership of an item with a unique serial number that is not pre-registered to an individual customer or contact.

Customer/Product

Owning an item provides automatic entitlement, no serial number or contract is required, however the customer must be pre-registered. Support is generally provided for the entire lifecycle of the product.

Product

Owning an item provides automatic entitlement, no serial number, contract or pre-registration is required. Contacts are registered at the time they request Technical Support. Support is generally provided for the entire lifecycle of the product.

Customer

Contacts that are pre-registered receive an entitlement.

In-house Help desk

Everybody receives an entitlement and typically is not pre-registered.

Delivery Models

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Billing Models

Per-incident

Incidents are billed individually or in pools of 5, 10 or 25 incidents (for example).

Per-contract

Contracts are billed individually, any incident logged for the contract is covered.

Time worked

The amount of time spent working on an incident is recorded and billed after the incident is closed.

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