Meeting 2022 08 23 (Providers Group)

Protocol Tuesday August 23th, 2022

Focus: Service Providers Group Meeting

Time: 13:30 - 16:20 Place: Colombier

Coordination: Valentine Arrieta (Service Providers Group Secretary)

Present Valentine Arrieta (VA), Stefan Burckhardt, Moritz Brenecke (MB), Cyril Meder-Graf (CM), Arnaud Poncet (AP)

Topics:

1. Brief presentation of the technical group by AP

2. Definition of the role of the service provider group + presentation of the abilities (you can find the proposition for the services here below in german and french)

3. Definition of abilities by provider

4. Services quality ensurence (how to.. : guidelines, formation?)

5. Ticketing system to organize client request

6. Other ideas (feel free to propose other topics)

Content:

• Presentation of :
  • the Technical group by AP.
  • the status of the Service provider group as defined by the codes of good practice by SB and AP.
• Definition of the role of the Service provider group together with all members:
  1. First contact for the customers for helpdesk process and new feature request.
  2. Definition of the services that a provider must be able to offer (or know to whom subcontracted) to a client.
     • A list of the services has been define and finalized during the meeting.
  3. Assure the quality of the services.
     • This will be done by providing to all TEKSI provider a guideline to follow for each service.
  4. Bring recurring problems encountered by users to the technical group
  5. Define the courses that need to be offered to the clients and providers
• Discuss the needs of a ticketing system to organize client request (to be continued during next meeting)