topic SLA in Application Development and Automation Discussions

SLA

Former Member — Thu, 19 Jul 2007 05:48:18 GMT

Hi all,

can anybody tell me that whether SLA ( service level agreement) will be there in implementation projects????????

what we will do if it is the case of implementation project?

thanks & regards

kanny

Re: SLA

Former Member — Thu, 19 Jul 2007 05:52:31 GMT

Hi,

A SLA is a formal negotiated agreement between two parties. It is a contract that exists between customers and their service provider, or between service providers. It records the common understanding about services, priorities, responsibilities, guarantee, etc. with the main purpose to agree on the level of service. For example, it may specify the levels of availability, serviceability, performance, operation or other attributes of the service like billing and even penalties in the case of violation of the SLA.

Historically, SLAs have been used since late 80's by fixed line telecom operators as part of their contracts with their corporate customers. More recently, IT departments in larger enterprises have adopted the idea of using service level agreements with their customers, i.e. users in other departments within the same enterprise, to allow for comparing the delivered quality of service with the one promised, and potentially consider the alternative of outsourcing IT services to an external company.

A SLA is generally business oriented and doesn't go into much technical detail. Its technical specifications are commonly described through either SLS (Service Level Specification) or SLO (Service Level Objective).

SLS is a technical interpretation of SLA. It is therefore intended as an operational guideline for the implementation of the service

SLO is a subset of SLS, which contains some service parameters the goals to be achieved by the SLS

Regards

Sudheer

Re: SLA

Former Member — Thu, 19 Jul 2007 05:55:34 GMT

Hi,

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.

<b>reward points</b>

Regards

Re: SLA

Former Member — Thu, 19 Jul 2007 08:39:51 GMT

Hi Kanny,

SLA on response and corrective action – Service-level agreements provide guaranteed response times and corrective action for critical issues. You benefit from a direct channel into the SAP support organization, ensuring that product issues are resolved quickly and accurately. You not only get fast and predictable response, but you also enjoy 24/7 support for issue resolution, with penalties to SAP for missed service levels. With SAP Premium Support, you can minimize unplanned downtime and maximize the contribution of SAP solutions to achieving your business goals.

Thanks

Naveen Khan