全矿井综合自动化系统服务级别协议的探究

摘要

针对目前全矿井综合自动化系统服务级别混乱和服务周期长的问题,提出采用服务级别协议的方式来分类分级管理售中和售后服务的方案,从安装调试类服务、系统推广类服务、定制升级类服务、技术支持服务和日常运营服务5个方面详细介绍了服务级别协议的分类管理及内容.服务级别协议将IT服务管理的思想贯彻到了全矿井综合自动化系统的合同签订及实施过程中,对合同的实施周期、项目的验收和合同回款都将起到显著的作用.%In view of problems of jumbled service level and long service period of integrated mine wide automation system, the paper put forward a scheme of using service level agreement to classify and grade in-sale services and after-sale services, and introduced categorization management and content of service level agreement in terms of five aspects of installation and debugging services, system promoton services,customizing and upgrading services, technique supporting services and annual operating services in details.The service level agreement can carry out the idea of IT service management in contract signing and implementation process of integrated mine wide automation system, and can play a big role in service period, project acceptance and received payments of contract.