||Location (Not Relevant: Axede uses the same processes in all cities; use the same Service desk tool (Serviceline) for communications support between customers and technicians.)
Customer (Not Relevant: Axede has different customers but Support Service is around the Voice, Data and Applications Support that was designed and implemented by them.)
Size (Not Relevant: They have a standard size projects.)
Organizational Structure (Not Relevant: Axede has 3 Units: Commercial and Differentiation Area, Project Office and Operation Unit. The Commercial and Differentiation Area, Project Office, Support Level 3 (Factory) are excluded from Scampi A.)
Type of Work: They have a Level 1 and Level 2 Support Services.
|Sampling Factor Values:
||Operations – Support Level 1 (Type of Work): Tier 1 support group
Operations – Support Level 2 (Type of Work): Tier 2 support group
Support level 1: It is the attention that is made of the cases reported by the client from the Serviceline. It consists of a case classification and remote attention.
54 People, 4 Basic Units
– Operations – Support Level 1
Support level 2: Attention on site by the engineering team of Axede, once the case was escalated from the first level.
56 People, 4 Basic Units
– Operations – Support Level 2