Request for Change (RFC)
What is an RFC (Request for Change)
A Request for Change (RFC) is formal request for the implementation of a Change. The RFC is a precursor to the 'Change Record' and contains all information required to approve a Change. Further information is added as the Change progresses through its life-cycle. The level of detail depends on th...
What is a ticket
A ticket can be logged by authorized users to: Log an Incident on a productive system; Request for a service; Request for a change in the software (behavior). After you logged a ticket, B-Synergy support will be informed and it will be processed as agreed in the SLA (Service Level Agreement).
What is an SLA (Service Level Agreement)?
An SLA is an agreement, usually in writing, between a supplier and a customer of certain services. In addition to describing the provided services, an SLA also sets out the rights and obligations of both the supplier and the customer with regard to the agreed service level target to be provided. ...