SLA

[Former Member]

cn u tell me about SLA???????

[Former Member · Accepted solution]

SLA are Service Level Agreements to resolve the tickets by the market.

SLA means Service Level agreement. It is the service agreement between a Company and a service provider. For example an IT Organization providing support of SAP / other software / hardware has a agreement. This can be for example categorized based on criticality of the incident. High priority incident has to be resolved on 10 hours. Medium priority incident has a 3 days time to resolve etc

For futher info chk the following links:

https://forums.sdn.sap.com/click.jspa?searchID=4976261&messageID=3785997

https://forums.sdn.sap.com/click.jspa?searchID=4976261&messageID=3801275

Regards

AK

[Former Member]

Hi

<b>

Service Level Agreement</b> SLA

An agreement with the customer for the assurance of a specific service within a predefined period of time.

Service Level Agreements (SLA) define the attributes for service products (for example, maintenance, Hotline) that have been agreed upon with the customer in service contracts. The SLA confirms different parameters, such as response time, availability time and system availability.

The SLA effects the pricing for each contract item and the date calculation in the service order, to which the relevant contract item