Service Level Agreement
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.
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.
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SERVICE LEVEL AGREEMENTS (SLA)
Use
Using 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 problem)
INTEGRATION
Default
Values in the Product Master
The set type Default Values for
Service Contracts is available in the product master, when you maintain the
products of type Service that are intended for service contracts. In
this set type, you can specify default values for both of the above-mentioned
SLA parameters. If you choose the service product in a service contract item,
the data from the SLA parameters is copied to the contract item where it can be
overwritten as required.
If you want to use other parameters
in addition to the ones delivered by SAP, you can do so using another
customer-specific set type.
Processing of the data from the set type occurs using Business Add-Ins.
Pricing
An SLA influences both pricing in
the contract items and the business transactions in service with reference to
a service contract. Therefore, for example, the monthly price of a service can
change depending on the response time defined. SLAs also influence date
calculation in the service process to which the relevant contract items refer.
ESCALATION
MANAGEMENT
If the services agreed on in the SLA
cannot be performed within the time specified, a predefined escalation process
is started.
SAP delivers a standard procedure
for escalation
management that you can use and enhance
if required. You can set up escalation management in Customizing. You can find
information about this in the Implementation Guide (IMG) under Customer
Relationship
An escalation for a missed deadline
could occur as follows:
· The responsible processor is
informed per e-mail when the first response time is exceeded and the
transaction is still not in process.
· The responsible department
manager is informed per e-mail when the first response time is exceeded by 2
hours and the transaction is still not in process.
· The responsible service manager
is informed per e-mail when the first response time is exceeded by 8 hours and
the transaction is still not in process.
A similar escalation could occur if
the completion date is exceeded and the transaction is still not
in process.
Features
By default, SAP delivers the SLA
parameters
· Service
Profile and
Activities
To edit the SLA parameters, choose Service
® Service Contracts and Service Plans ® Maintain Availability
and Response Times from the SAP Menu in SAP CRM.
On the Service Data tab page in the
service contract item, you can choose the required SLA parameters in the set
type Service Agreements.
If a service plan is agreed in the service contract item, you can maintain
the service plan data and dates on the Service Data tab page, but not
the service agreements.
RESPONSE PROFILE
In the Maintain Availability and
Response Times transaction, you can use any combination of the following
indicator keys to create as many timeframes with duration and time unit as you
want:
· Category
· Priority
· Catalog
· Code group
· Code
In this way, you can define, for
example, a duration to first response, a duration to completion and timeframes
that can be established in between, such as:
· Time until the arrival of a
technician at the customer site
· Duration of repair
· Downtime of machines at the
customer’s
To maintain the response times,
choose a key combination in the transaction by selecting the required line and
switching to the view for response times. There you can enter any number of
timeframes for the selected key combination.
Choose a duration of time for each
period that was created in Customizing for date management in the activity
Customer Relationship Management ® Basic Functions ® Date Management ® Define
Date Types, Duration Types and Date Rules. Specify the duration and time unit
for these.
You can stipulate a response profile
for each contract item during the maintenance of service contracts. To do this,
select the Service Data tab page at item level.
When you maintain service products
in the product master, you can enter default values for the response profile.
The default values can be overwritten in the service contract item in which the
service product was stipulated.
You receive a malfunction report
from a customer on Monday at 10:00 am and a service order with priority 1 is
created.
In the response profile for the
relevant service contract item, a duration to first response of 2 hours and a
duration to completion of 8 hours is defined for service processes with
priority 1. The standard service profile is defined in the service profile,
which contains the following availability times: Monday to Friday from 8:00 am
to 5:00 pm.
The following times/dates result
from this: First response time 12:00, completion time 9:00 am on the following
day.
This means you must have responded
to the malfunction report by 12:00 on Monday, for example, by calling the
customer to discuss or clarify the problem. The transaction must be completed
by Tuesday at 9:00 am, for example by a technician on-site.
Service Profile
You can stipulate a service profile
for each contract item during the maintenance of service contracts. To do this,
select the Service Data tab page at item level.
When you maintain service products
in the product master, you can enter default values for the service profile.
The default values can be overwritten in the service contract item in which the
service product was stipulated.
You define a service profile Standard
with the following availability times: Monday to Friday from 8:00 am to 5:00 pm
CET.
You assign the service profile Weekend
to the service product Weekend Hotline, in which you define Saturday
8:00 am CET to Sunday 7:00 pm CET as availability time.
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