Contact¶
Service Team¶
Service Manager and Project Lead:
Joana Azevedo – joana.moreira-azevedo@siemens.com
Service Owner:
Xun Gao – xun.gao@siemens.com
Product Owner:
Irem Trost – irem.trost@siemens.com
Development Team:
Florian Burger and Georg Fiechtner
2nd and 3rd Level Support¶
TiMA Incident
https://tima.siemens.com/otwg20/#/login?guestlogin=1&singleton=3&id=4784663
Service Request (general)
https://tima.siemens.com/otwg20/#/login?guestlogin=1&singleton=3&id=4821686
Service Request (new consumer app)
https://tima.siemens.com/otwg20/#/login?guestlogin=1&singleton=3&id=4821717
Service agreement¶
| Service agreement | Target |
|---|---|
| Hours of operation1 (running of infrastructure) | Mon. – Sun. 24 hours a day |
| Hours of usage2 | Working days Mon. – Fri. 10 a.m. – 5 p.m. CET except on nationwide German and Portuguese public holidays |
| Maintenance window | Separately agreed on a maintenance case-by-case basis |
| Minimum advance notice for maintenance windows | 1 working day |
Hours of operation The term Hours of operations refers to those time windows within which the system is in operation with the agreed system components. The operating time is unattended operation. ↩
Hours of usage The term Hours of usage refers to those time windows within the system can be used up to the service handover point with the agreed service levels; the system is monitored, and remedial actions are initiated in the event of faults. The usage times correspond to attended operation, but without the execution of schedulable activities. In addition, during the "Hours of operation", the server infrastructure is monitored, and remedial measures are initiated in the event of faults in the infrastructure and in system-related services. Functional enhancements are performed exclusively during administration time or during separately coordinated maintenance windows. ↩