service level agreement

[Former Member]

what is meant by service level agreement in sap... i searched a lot but couldn't understand that...can any one explain clearly about this service level agreement..

[Former Member · Accepted solution]

Hi

SLA is nothing but an agreement between the client and your company relates to the issues or tickets raised by the end user which your company need howmany hours or days to resolve the issues.

Normally the company wont take more than the time to solve an issue mentioned in the SLA

EX

urgent ticket-2-4 hours

high -4-8 hours

medium - 10 days

between these your company has solve the issue otherwise it will escalate.

[diwakar05]

Hi,

Service level agreement ( SLA) is an agreement between service provider and client which is related to tickets like response time and resolution time.

Examples of parameters within a SLA:

L1 is High critical /Emergency - For L1 Response time is 1hr and Resolution time is 1day.

L2 is High - For L2 Response time is 2 hr and Resolution time is 2 day

L3 is Medium - For L3 Response time is 4hr and resolution time is 5days

L4 is Low - For L4 Response time is 8hr and Resolution time is 10days.

[pugalenthi08]

A service level agreement (SLA) is a document agreement between a service provider and a customer that related to ticket raising or issues, response time and resolution time have been made agreement with customer.

For Example:

It has been categorized four different types:

L1 is High critical /Emergency - For L1 Response time is 1hr and Resolution time is 1day.

L2 is High less than L1 Urgent - For L2 Response time is 2 hr and Resolution time is 2 day

L3 is Medium - For L3 Response time is 4hr and resolution time is 5days

L4 is Low - For L4 Response time is 8hr and Resolution time is 10days.

[former_member329706]

Hi,

Service Level Agreements (SLAs), you work with customers to stipulate the form that the performance of a guaranteed service takes.

The SLAs define the attributes (such as content, scope and means) for the service products (for example, maintenance, Hotline) agreed on with the customer in the service contract. Different parameters, such as response time or availability time, confirm a SLA.

Examples of parameters within a SLA:

· Response time (technician on site within a specified time)

· Operating time/availability time (working time of the service or support center)

· Downtime (maximum number of breakdowns per year)

· Availability (assured system availability in %)

· Solution time (maximum period of time allowed for the solution of a problems

[Former Member]

Hi,

I think you are talking about solution manager-SLA.

If you are in support project, and if they have solution manager in place and support desk is configured.... then you will receive the tickets(issues from users) thro solution manager. in those tickets users will select the priority as High, Medium, Low etc

Based on the priority in config we need to define the time duration to resolve the issues.

For ex : If we receive the ticket with High priority, may be we need to resolve it within 2 Hrs(based on settings) or else system will escalate the issue to next level.

Regds,

CB