Date: 23/01/15
EuroCloud Europe a.s.b.l.
Version 3.0 Rev10
EuroCloud Star Audit Certificate
No.
I - Control Topic
II - Control Scope
III - Control Question
Star Rating
Audit Goal
A05-S01-C01-Q01
Appropriate Customer
Support
Validation of Support Service
How is user authentication undertaken with regard to
support?
***** (
A)
**** (
B)
*** (
C)
Level of entitlement to authorize a request before acting with support
to a customer’s specific request
A05-S01-C01-Q02
What is the guaranteed response time?
***** (
A)
**** (
B)
*** (
C)
Guaranteed response time (not resolution time) to a service request
A05-S01-C01-Q03
What is the average resolution time?
Differentiation according to degree of severity.
***** (
A)
**** (
B)
*** (
C)
Average resolution time for standard priority
A05-S01-C01-Q04
Does the customer have read-access to the contractor's
ticketing system?
***** (
A)
**** (
B)
*** (
C)
Allow customers to keep track of status/activity
A05-S01-C01-Q05
What is the availability of the support line (hours of opera-
tion)?
***** (
A)
**** (
B)
*** (
C)
Show support availability
A05-S02-C01-Q01
Appropriate Service
Management
Validation of basic principles
of service management
Are the essential criteria fulfilled in accordance with
ISO 20000-1?
****
Fulfilment of Service Management System (SMS)
A05-S02-C02-Q01
Incident Management
Is an incident management system available to customers
for the service?
****
Appropriate capabilities to deal with service incidents
A05-S02-C02-Q02
Are the relevant subcontractors thoroughly integrated into
the incident management system?
*****
Coverage of all service relevant subcontractors for Incident Manage-
ment
A05-S02-C03-Q01
Problem Management
Are the roles and tasks defined for the problem manage-
ment system?
***
Efficient Problem Management
A05-S02-C04-Q01
Change Management
Are changes in services reported to customers in advance
when an impact is expected on the operation of the ser-
vice?
***
Appropriate customer information about potential service disrup-
tion/digression.
A05-S02-C05-Q01
Configuration Management
Is the configuration management documented and appro-
priate for the service type?
****
Evidence of appropriate configuration management in respect to the
specific cloud service
A05-S02-C06-Q01
Release Management
Is there a staging concept for development, acceptance and
production systems?
****
Clearly separate production from the staging system and follow quality
rules for staged deployments
