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| TDS is standardly a service that is partly self-service and partly assisted by TDS support. |
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Standard
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versus Consultancy work.
Please check Service SLA.
| TDS support service - Technical help and training for current customers. |
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| Delivery model | Included in a service fee | Paid consultancy |
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| Software as a Service (Saas) | - Incident handling
- Server and application maintenance
- Backups and monitoring4
- Standart requests hnadling4,1
- Providing an official 3rd party documentation
| - Data migrations or restores2
- Training and consultancy
- Helping with tools adaptation to project processes
- Advanced service request
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| Self Managed (SM) | - Incident handling3
- Answering questions about TDS specific tool configuration
- Providing an official 3rd party documentation
| - Help with tool configuration
- Training and consultancy
- Fixing errors and misconfiguration caused by the end user
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- Valid only for actions a user doesn´t have a possibility to do, or within by himself via TDS portal application itself, 2 hours needed for resolution at maximum.
- For example import from 3rd party tools, restore from backup.
- Can be invoiced as consultancy if it turns out the problem was caused by the end user.
- SLA description
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