Standard vs Consultancy work
General categorisation
| Delivery Model | Included in services fee | Paid consultancy |
|---|---|---|
| Software as a Service (SaaS) | • Incident handling Server and application maintenance 4 • Backups & monitoring 4 • Standard requests handling 1, 4 • Providing official 3rd party documentation | • Data migrations or restores 2 • Training & consultancy • Helping with tools adaptation to project processes |
| Self Managed (SM) | • Incident handling 3 • Answering questions about TDS specific tool configuration • Providing official 3rd party documentation | • Help with tool configuration • Training & consultancy • Fixing errors and misconfiguration caused by end user |
Additional information:
1. Valid only for actions user doesn’t have a possibility to do by himself via TDS portal as mentioned in Tietoevry DevOps Space manual or within
the application itself. 2 hours needed for resolution at maximum.
2. For example import from 3rd party tools, restore from backup.
3. Can be invoiced as consultancy if it turns out the problem was caused by end-user.
4. SLA is described in Service description article.