{"id":11506,"date":"2023-12-20T10:43:02","date_gmt":"2023-12-20T13:43:02","guid":{"rendered":"https:\/\/solidaridadlatam.org\/brasil\/?p=11506"},"modified":"2024-02-07T16:58:47","modified_gmt":"2024-02-07T19:58:47","slug":"sla","status":"publish","type":"post","link":"https:\/\/solidaridadlatam.org\/brasil\/digital\/sla\/","title":{"rendered":"O que \u00e9 SLA?"},"content":{"rendered":"

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Voltar para manuais de service desk<\/a><\/div>[vc_empty_space height=\u00bb35″ woodmart_hide_large=\u00bb0″ woodmart_hide_medium=\u00bb0″ woodmart_hide_small=\u00bb0″ woodmart_hide_extra_small=\u00bb0″][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css_animation=\u00bbfadeIn\u00bb text_larger=\u00bbno\u00bb]<\/p>\n
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O que \u00e9 SLA? (Tempo de atendimento do chamado)<\/h4>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n
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A sigla SLA<\/strong> (Service Level Agreement) ou ANS<\/strong> (Acordo de N\u00edvel de Servi\u00e7o) tem por objetivo definir o padr\u00e3o do n\u00edvel de servi\u00e7o quanto ao suporte no uso de nossas solu\u00e7\u00f5es digitais. Neste acordo, desenvolvemos m\u00e9tricas de entrega, resolu\u00e7\u00e3o e estipula\u00e7\u00e3o de severidade de chamados sendo classificados como:<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n

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Tipo 1 - Highest<\/h5>\t\t\t\t\t\t
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Servi\u00e7o indispon\u00edvel, impactando o trabalho de campo. A a\u00e7\u00e3o precisa ser imediata.<\/span><\/p>\n

Exemplo:<\/strong> Extensio Solution n\u00e3o abre.<\/span><\/p>\n

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