{"id":52371,"date":"2023-12-20T03:22:38","date_gmt":"2023-12-19T20:22:38","guid":{"rendered":"https:\/\/masterskills.org\/blog\/sla-la-gi-va-vai-tro-voi-nganh-dich-vu-khach-hang-p1.html"},"modified":"2023-12-20T03:22:38","modified_gmt":"2023-12-19T20:22:38","slug":"sla-la-gi-va-vai-tro-voi-nganh-dich-vu-khach-hang-p1","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/sla-la-gi-va-vai-tro-voi-nganh-dich-vu-khach-hang-p1.html","title":{"rendered":"SLA l\u00e0 g\u00ec v\u00e0 vai tr\u00f2 v\u1edbi ng\u00e0nh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u2013 P1"},"content":{"rendered":"
M\u1ed7i ng\u00e0nh \u0111\u1ec1u c\u00f3 thu\u1eadt ng\u1eef chuy\u00ean ng\u00e0nh c\u1ee7a m\u00ecnh, tuy nhi\u00ean, c\u1ee5m t\u1eeb \u201cSLA\u201d r\u1ea5t kh\u00f3 \u0111\u1ec3 \u0111\u1ecbnh ngh\u0129a v\u00ec m\u1ed7i l\u0129nh v\u1ef1c l\u1ea1i c\u00f3 nh\u1eefng quan \u0111i\u1ec3m ri\u00eang.<\/p>\n

Ch\u1eb3ng h\u1ea1n, c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 Internet s\u1eed d\u1ee5ng SLA \u0111\u1ec3 thi\u1ebft l\u1eadp ti\u00eau chu\u1ea9n v\u1ec1 th\u1eddi gian tri\u1ec3n khai, kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1 d\u1ecbch v\u1ee5. Doanh nh\u00e2n s\u1eed d\u1ee5ng SLA \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh chi ph\u00ed s\u1ea3n xu\u1ea5t. C\u00f2n v\u1edbi nh\u00f3m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, thu\u1eadt ng\u1eef tr\u00ean \u0111\u1ec3 \u0111\u1eb7t k\u1ef3 v\u1ecdng v\u1ec1 hi\u1ec7u su\u1ea5t d\u1ecbch v\u1ee5, th\u1eddi gian ph\u1ea3n h\u1ed3i v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

Trong b\u1ed1i c\u1ea3nh ng\u00e0y c\u00e0ng nhi\u1ec1u doanh nghi\u1ec7p nh\u1ecf xu\u1ea5t hi\u1ec7n v\u00e0 c\u1ea1nh tranh l\u1eabn nhau nh\u1edd kh\u1ea3 n\u0103ng cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u1ea5n t\u01b0\u1ee3ng, r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p \u0111\u00e3 l\u01b0u \u00fd \u0111\u1ebfn c\u00e1c thu\u1eadt ng\u1eef nh\u01b0 SLA \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh.<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1ch ti\u1ebfp c\u1eadn th\u1ef1c t\u1ebf v\u00e0 c\u1ee5 th\u1ec3 h\u01a1n \u0111\u1ec3 t\u00ecm hi\u1ec3u c\u1eb7n k\u1ebd v\u1ec1 thu\u1eadt ng\u1eef n\u00e0y c\u0169ng nh\u01b0 c\u00e1ch h\u1ecd c\u00f3 th\u1ec3 \u1ee9ng d\u1ee5ng SLA \u2013 b\u1ea5t k\u1ec3 quy m\u00f4 \u0111\u1ed9i nh\u00f3m ho\u1eb7c l\u0129nh v\u1ef1c m\u00e0 doanh nghi\u1ec7p \u0111ang theo \u0111u\u1ed5i.<\/p>\n

\"SLA<\/p>\n

SLA l\u00e0 g\u00ec?<\/p>\n<\/div>\n

1. SLA l\u00e0 g\u00ec?<\/h2>\n

SLA l\u00e0 th\u1ecfa thu\u1eadn m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 kh\u00e1ch h\u00e0ng. B\u00ean c\u1ea1nh c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng th\u00f4ng th\u01b0\u1eddng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh s\u1ef1 th\u00e0nh c\u00f4ng hay th\u1ea5t b\u1ea1i c\u1ee7a th\u1ecfa thu\u1eadn, SLA c\u00f2n quy \u0111\u1ecbnh tr\u00e1ch nhi\u1ec7m c\u1ee7a nh\u00e0 cung c\u1ea5p khi kh\u00f4ng \u0111\u00e1p \u1ee9ng c\u00e1c ti\u00eau chu\u1ea9n v\u1ec1 c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5.<\/p>\n

Tr\u00ean th\u1ebf gi\u1edbi, SLA th\u01b0\u1eddng \u0111\u01b0\u1ee3c c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 l\u0129nh v\u1ef1c c\u00f4ng ngh\u1ec7 s\u1eed d\u1ee5ng nhi\u1ec1u nh\u1ea5t.<\/p>\n

\u0110\u1ed1i v\u1edbi ng\u00e0nh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng n\u00f3i ri\u00eang, SLA bao g\u1ed3m c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 th\u1eddi gian ph\u1ea3n h\u1ed3i, m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. Ch\u00fang c\u0169ng gi\u00fap thi\u1ebft l\u1eadp m\u1ed9t ti\u00eau chu\u1ea9n \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 n\u0103ng su\u1ea5t l\u00e0m vi\u1ec7c c\u1ee7a t\u1eebng b\u1ed9 ph\u1eadn, \u0111\u1ec3 t\u1eeb \u0111\u00f3 th\u01b0\u01a1ng hi\u1ec7u kh\u1eb3ng \u0111\u1ecbnh \u0111\u01b0\u1ee3c uy t\u00edn c\u0169ng nh\u01b0 c\u00f3 \u0111\u01b0\u1ee3c s\u1ef1 tin t\u01b0\u1edfng t\u1eeb kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/p>\n

2. C\u00e1c lo\u1ea1i SLA ph\u1ed5 bi\u1ebfn<\/h2>\n

C\u00e1c lo\u1ea1i SLA ph\u1ed5 bi\u1ebfn nh\u1ea5t bao g\u1ed3m c\u00e1c th\u1ecfa thu\u1eadn d\u1ef1a tr\u00ean kh\u00e1ch h\u00e0ng, d\u1ef1a tr\u00ean d\u1ecbch v\u1ee5 v\u00e0 \u0111a c\u1ea5p, c\u1ee5 th\u1ec3:<\/p>\n

a. SLA d\u1ef1a tr\u00ean kh\u00e1ch h\u00e0ng<\/h3>\n

V\u1edbi SLA d\u1ef1a tr\u00ean kh\u00e1ch h\u00e0ng, th\u1ecfa thu\u1eadn xoay quanh m\u1ed9t kh\u00e1ch h\u00e0ng duy nh\u1ea5t.<\/p>\n

V\u00ed d\u1ee5: m\u1ed9t c\u1eeda h\u00e0ng k\u00fd SLA v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ec3 s\u1ea3n xu\u1ea5t \u00e1o thun. SLA s\u1ebd quy \u0111\u1ecbnh: d\u1ecbch v\u1ee5 do nh\u00e0 s\u1ea3n xu\u1ea5t cung c\u1ea5p, c\u00e1c \u0111i\u1ec1u kho\u1ea3n v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng v\u1eadt li\u1ec7u, s\u1ed1 l\u01b0\u1ee3ng \u00e1o thun s\u1ebd \u0111\u01b0\u1ee3c s\u1ea3n xu\u1ea5t trong m\u1ed9t th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh c\u0169ng nh\u01b0 ng\u00e0y giao h\u00e0ng.<\/p>\n

\"SLA<\/p>\n

SLA d\u1ef1a tr\u00ean d\u1ecbch v\u1ee5 l\u00e0 m\u1ed9t trong 3 lo\u1ea1i SLA ph\u1ed5 bi\u1ebfn nh\u1ea5t hi\u1ec7n nay<\/p>\n<\/div>\n

b. SLA d\u1ef1a tr\u00ean d\u1ecbch v\u1ee5<\/h3>\n

SLA d\u1ef1a tr\u00ean d\u1ecbch v\u1ee5 l\u00e0 m\u1ed9t h\u1ee3p \u0111\u1ed3ng x\u00e1c \u0111\u1ecbnh m\u1ed9t d\u1ecbch v\u1ee5 cho t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng.<\/p>\n

V\u00ed d\u1ee5: m\u1ed9t doanh nghi\u1ec7p SaaS c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng SLA d\u1ef1a tr\u00ean d\u1ecbch v\u1ee5 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng c\u1ee7a s\u1ea3n ph\u1ea9m l\u00e0 99,9% v\u00e0 trong tr\u01b0\u1eddng h\u1ee3p d\u1ecbch v\u1ee5 kh\u00f4ng ho\u1ea1t \u0111\u1ed9ng, kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c b\u1ed3i ho\u00e0n nh\u1eefng g\u00ec. \u0110\u1ea3m b\u1ea3o n\u00e0y kh\u00f4ng ch\u1ec9 d\u00e0nh cho m\u1ed9t kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n, m\u00e0 l\u00e0 l\u1eddi h\u1ee9a chung v\u1ec1 m\u1ee9c hi\u1ec7u su\u1ea5t cho t\u1ea5t c\u1ea3 ng\u01b0\u1eddi d\u00f9ng ph\u1ea7n m\u1ec1m.<\/p>\n

c. SLA \u0111a c\u1ea5p<\/h3>\n

Th\u1ecfa thu\u1eadn d\u1ecbch v\u1ee5 \u0111a c\u1ea5p cho ph\u00e9p ng\u01b0\u1eddi d\u00f9ng \u0111i\u1ec1u ch\u1ec9nh ho\u1eb7c k\u1ebft h\u1ee3p c\u00e1c lo\u1ea1i SLA kh\u00e1c nhau \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a m\u00ecnh.<\/p>\n

Lo\u1ea1i SLA n\u00e0y th\u01b0\u1eddng \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng v\u1edbi s\u1ea3n ph\u1ea9m ph\u1ea7n m\u1ec1m cao c\u1ea5p. Theo \u0111\u00f3, c\u00e1c m\u1ee9c d\u1ecbch v\u1ee5 \u0111\u1ea3m b\u1ea3o kh\u00e1c nhau (nh\u01b0 \u0111\u01b0\u1eddng d\u00e2y d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ri\u00eang bi\u1ec7t ho\u1eb7c c\u1ee5 th\u1ec3 danh t\u00ednh c\u1ee7a ng\u01b0\u1eddi qu\u1ea3n l\u00fd t\u00e0i kho\u1ea3n) \u0111\u01b0\u1ee3c d\u00e0nh ri\u00eang cho c\u00e1c m\u1ee9c gi\u00e1 cao h\u01a1n ho\u1eb7c d\u00e0nh ri\u00eang cho c\u00e1c g\u00f3i \u0111\u0103ng k\u00fd nh\u1ea5t \u0111\u1ecbnh.<\/p>\n

\"N\u1ebfu<\/p>\n

N\u1ebfu so v\u1edbi KPI, SLA c\u00f3 \u0111i\u1ec3m g\u00ec kh\u00e1c bi\u1ec7t?<\/p>\n<\/div>\n

3. V\u1eady SLA v\u00e0 KPI c\u00f3 \u0111i\u1ec3m g\u00ec kh\u00e1c bi\u1ec7t<\/h2>\n

Hi\u1ec7u qu\u1ea3 th\u1ef1c s\u1ef1 c\u1ee7a c\u00e1c th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 n\u1eb1m \u1edf c\u00e1c ch\u1ec9 s\u1ed1. \u0110i\u1ec1u n\u00e0y bu\u1ed9c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 m\u1ed9t ph\u00e9p \u0111o ch\u00ednh x\u00e1c. C\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng l\u00e0 kh\u00e1ch quan v\u00e0 th\u01b0\u1eddng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c t\u00ednh to\u00e1n t\u1ef1 \u0111\u1ed9ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 c\u00f4ng b\u1eb1ng cho c\u1ea3 hai b\u00ean.<\/p>\n

\u0110\u1ed1i v\u1edbi c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, c\u00e1c ch\u1ec9 s\u1ed1 ph\u1ed5 bi\u1ebfn nh\u1ea5t \u0111\u01b0\u1ee3c t\u00ecm th\u1ea5y trong SLA l\u00e0:<\/p>\n

    \n
  • Th\u1eddi gian ph\u1ea3n h\u1ed3i trung b\u00ecnh<\/li>\n
  • Th\u1eddi gian \u0111\u01b0a ra ph\u1ea3n h\u1ed3i \u0111\u1ea7u ti\u00ean<\/li>\n
  • CSAT- \u0111i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n<\/ul>\n

    C\u00e1c ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u00e3 \u0111\u01b0\u1ee3c ho\u00e0n thi\u1ec7n trong nhi\u1ec1u n\u0103m \u0111\u1ec3 c\u00f3 th\u1ec3 bao g\u1ed3m c\u00e1c kh\u00eda c\u1ea1nh quan tr\u1ecdng nh\u1ea5t c\u1ee7a d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Khi m\u1ed9t c\u00f4ng ty v\u01b0\u1ee3t tr\u1ed9i \u1edf t\u1eebng ch\u1ec9 s\u1ed1 (v\u00e0 ti\u1ebfp t\u1ee5c c\u1ea3i thi\u1ec7n ch\u00fang), h\u1ecd c\u00f3 th\u1ec3 thu v\u1ec1 l\u1ee3i nhu\u1eadn cao h\u01a1n, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e2u h\u01a1n v\u00e0 gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i.<\/p>\n

    C\u1ee5 th\u1ec3 h\u01a1n so v\u1edbi SLA, KPI l\u00e0 ch\u1ec9 s\u1ed5 d\u00f9ng \u0111\u1ec3 thi\u1ebft l\u1eadp m\u1ee5c ti\u00eau, t\u1ea1o \u0111\u1ed9ng l\u1ef1c, \u0111o l\u01b0\u1eddng v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c c\u1ee7a m\u1ed7i c\u00e1 nh\u00e2n hay to\u00e0n doanh nghi\u1ec7p. Ch\u1eb3ng h\u1ea1n, nh\u00f3m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1eb7t KPI \u0111\u1ec3 gi\u1ea3m th\u1eddi gian tr\u1ea3 l\u1eddi, gi\u1ea3i quy\u1ebft c\u00e1c y\u00eau c\u1ea7u nhanh h\u01a1n v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c x\u1ebfp h\u1ea1ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng cao h\u01a1n.<\/p>\n

    Nh\u01b0 v\u1eady, c\u00f3 th\u1ec3 coi KPI l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 s\u1ef1 k\u1ef3 v\u1ecdng v\u1ec1 SLA \u0111\u1ea1t \u0111\u01b0\u1ee3c \u1edf m\u1ee9c n\u00e0o. Sau khi \u0111\u00e3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng th\u00ec s\u1eed d\u1ee5ng KPI \u0111\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng \u0111\u00f3. Trong tr\u01b0\u1eddng h\u1ee3p k\u1ef3 v\u1ecdng kh\u00f4ng \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng, doanh nghi\u1ec7p s\u1ebd ph\u1ea3i ho\u00e0n ti\u1ec1n ho\u1eb7c gi\u1ea3m gi\u00e1 d\u1ecbch v\u1ee5 cho kh\u00e1ch h\u00e0ng.<\/p>\n

    Trong ph\u1ea7n 2 c\u1ee7a b\u00e0i vi\u1ebft n\u00e0y, ch\u00fang ta s\u1ebd c\u00f9ng ph\u00e2n t\u00edch chuy\u00ean s\u00e2u h\u01a1n v\u1ec1 t\u1ea7m quan tr\u1ecdng c\u1ee7a SLA v\u1edbi ng\u00e0nh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 g\u1ee3i \u00fd \u0111\u1ec3 th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 \u1ee9ng d\u1ee5ng SLA hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n

    Theo\u00a0Melissa Rosen<\/em><\/p>\n

    B\u00e0i li\u00ean quan:<\/em><\/p>\n

      \n
    • 10 l\u1eddi khuy\u00ean khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng tr\u00f2 chuy\u1ec7n \u2013 P1<\/em><\/li>\n
    • 5 c\u00e1ch t\u1ed1i \u01b0u quy tr\u00ecnh nu\u00f4i d\u01b0\u1ee1ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng<\/em><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      Ch\u1eb3ng h\u1ea1n, c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 Internet s\u1eed d\u1ee5ng SLA \u0111\u1ec3 thi\u1ebft l\u1eadp ti\u00eau chu\u1ea9n v\u1ec1 th\u1eddi gian tri\u1ec3n khai, kh\u1eafc ph\u1ee5c s\u1ef1 c\u1ed1 d\u1ecbch v\u1ee5. Doanh nh\u00e2n s\u1eed d\u1ee5ng SLA \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh chi ph\u00ed s\u1ea3n xu\u1ea5t. C\u00f2n v\u1edbi nh\u00f3m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, thu\u1eadt ng\u1eef tr\u00ean \u0111\u1ec3 \u0111\u1eb7t k\u1ef3 v\u1ecdng v\u1ec1 hi\u1ec7u su\u1ea5t d\u1ecbch v\u1ee5, th\u1eddi gian ph\u1ea3n h\u1ed3i v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52371"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=52371"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52371\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52371"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52371"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52371"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}