Date:
20/03/1519/03/15
EuroCloud Europe a.s.b.l.
Version 3.0 Rev 10
EuroCloud Star Audit Certificate
No.
項次
I - Control Topic
控制主題
II - Control Scope
控制範疇
III - Control Question
控制題項
Star Rating
Audit Goal
驗證目標
A05-S01-C01-Q01
Appropriate Customer
Support
適當之客戶支援
Validation of Support Service
支援服務之確證（提供對於
客戶支援服務之證據）
How is user authentication undertaken with regard to
support?
提供支援服務時，如何進行使用者身份認證？
***** (A),
**** (B),
*** ( C)
Level of entitlement to authorize a request before acting with support
to a customer’s specific request
提供支援客戶之特定服務請求前，先界定授權程度
A05-S01-C01-Q02
What is the guaranteed response time?
保證服務回應時間為多久？
***** (A),
**** (B),
*** ( C)
Guaranteed response time (not resolution time) to a service request
對一個服務請求之保證回應時間（並非解決時間）
A05-S01-C01-Q03
What is the average resolution time?
Differentiation according to degree of severity.
依據嚴重等級區分，各級問題或事故之平均解決時間各
為多久？
***** (A),
**** (B),
*** ( C)
Provide Support matrix and response/resolution target according to
severity level
標準優先性的平均解決時間
A05-S01-C01-Q04
Does the customer have read-access to the contractor's
ticketing system?
客戶可讀取服務商之客服派工系統嗎？
***** (A),
**** (B),
*** ( C)
Allow customers to keep track of status/activity
允許客戶追蹤事故處理狀況及其中所涉活動
A05-S01-C01-Q05
What is the availability of the support line? (hours of
operation, reaction time, resolution time)
支援服務線之可用性為何（服務時間）？
***** (A),
**** (B),
*** ( C)
Show support availability
顯示支援可用性
A05-S02-C01-Q01
Appropriate Service
Management
適當之服務管理
Validation of basic principles
of service management
服務管理基本原則之確證
Are the essential criteria fulfilled in accordance with
ISO 20000-1?
必要的作業準則是否符合
ISO20000-1
的要求？
****
Fulfilment of Service Management System (SMS)
符合服務管理系統（
SMS
）之要求
A05-S02-C02-Q01
Incident Management
事故管理
Is an incident management system available to customers
for the service?
是否有對客戶開放事故管理系統之服務？
****
Appropriate capabilities to deal with service incidents
具有處置服務事故之適當能力
A05-S02-C02-Q02
Are the relevant sub-contractors thoroughly integrated into
the incident management system?
與合約相關之下包商是否均已整合至事故管理系統，一
併支援事故之處理？
*****
Coverage of all service relevant sub-contractors for Incident Manage-
ment
進行事故管理包含所有服務相關之下包商
A05-S02-C03-Q01
Problem Management
問題管理
Are the roles and tasks defined for the problem manage-
ment system?
是否有為問題管理系統定義角色與職掌，以便有專人負
責特定事項？
***
Efficient Problem Management
有效率的問題管理
