What Is Maintaining SLA - SAP Service Level Agreement

What is maintaining  SAP SLA in production support?

SLA is an abbreviation for "Service Level Agreement". It means to have guaranteed reaction or resolving times for incidents (= trouble tickets).

For instance you could have defined the following SLA levels For example:

Gold: Reaction time = 30 minutes, resolving time = 4 hours
Silver: Reaction time = 4 hours, resolving time = 24 hours

SLAs normally are part of a contract between a customer and a service provider.

Or in details description: 

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.
 

Another good example is when you encounter problems with the SAP ERP modules 

e.g. If you are creating an OSS message reporting to SAP that you found a product bug, this would be one ticket. 

In regard to time frames this usually differs from SLA to SLA, e.g. if you raise a VERY HIGH OSS message, SAP is supposed to react (start working) on that OSS within one hour.

Usually the higher the priority the smaller the reaction time and also maximum processing time to resolve the problem is.

You would solve a ticket by analyzing the problem e.g. through debugging the example and once you identified the problem making the appropriate coding changes to correct the issue.
 

Define service level agreement

SLA's are nothing but Service level agreements.

These are defined in project preparation phase and client would have made an agreement with the company for the level of service. The SLA's are applicable in Production as well as maintenance support projects. For example: if your company follows a ticketing process (a ticket is nothing but an environment contains complete description of the problem which contains Short description, problem, customer contact details, screen shots of the error etc.,) and for each ticket there will be a severity for example business critical issues or problems may be treated as high or top severitie's. In those case your company or your team has to deliver the solution to the customer in agreed time limit or otherwise you might end up missing SLA's.

SLA's has two important time specifications
1. IPRT --- initial problem response time --- this is nothing but time taken to respond to the problem.
2. PRT --- Problem response time ----- this is nothing but time taken to solve the issue or problem.

Both IPRT and PRT will be different for different severitie's. 

Other SAP Tickets:

Consultant Role
Role of a SAP Functinal Consultant

Most Popular Abaper Career Question
Will ABAP be Obsolete? Will JAVA Replace ABAP?

SAP Reference Books
SAP Certification, Interview Questions, ABAP Programming, Functional and Basis Component Reference Books

Main Index
SAP ERP Modules, Basis, ABAP and Other IMG Stuff

All the site contents are Copyright © www.erpgreat.com and the content authors. All rights reserved.
All product names are trademarks of their respective companies.  The site www.erpgreat.com is in no way affiliated with SAP AG.
Every effort is made to ensure the content integrity.  Information used on this site is at your own risk.
 The content on this site may not be reproduced or redistributed without the express written permission of
www.erpgreat.com or the content authors.