https://community.sap.com/t5/application-development-and-automation-discussions/service-level-aggrement/m-p/3316935#M794513 <HTML><HEAD></HEAD><BODY><P>An SLA is an agreement between the business (the end users) and the support group what the response times for a certain issue are.</P><P></P><P>It defines how much time support needs (at the most) to react on a problem, and to resolve the problem. It aslo defines what the different priorities of the problems are and the time frames for each priority.</P><P></P><P>Usually whenever a user reports a problem a 'ticket' is created to track process and resolution.</P><P></P><P>e.g. If you are creating an OSS message reporting to SAP that you found a product bug, this would be one ticket.</P><P></P><P>In regard to timeframes 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.</P><P></P><P>Usually the higher the priority the smaller the reaction time and also maximum processing time to resolve the problem is.</P><P></P><P>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.</P><P></P><P>Hope that explains it,</P><P>Michael</P></BODY></HTML> Thu, 24 Jan 2008 20:31:08 GMT Former Member 2008-01-24T20:31:08Z https://community.sap.com/t5/application-development-and-automation-discussions/service-level-aggrement/m-p/3316934#M794512 <HTML><HEAD></HEAD><BODY><P>hi frds</P><P></P><P> i want to know what is SLA and what r the </P><P>high , medium , and low priorities.</P><P></P><P></P><P>what is ticket?</P><P></P><P>give me one example how to solve a ticket.</P><P></P><P></P><P>plz mail me to sudhakarbabu786@rediffmail.com</P></BODY></HTML> Thu, 24 Jan 2008 09:56:36 GMT https://community.sap.com/t5/application-development-and-automation-discussions/service-level-aggrement/m-p/3316934#M794512 Former Member 2008-01-24T09:56:36Z https://community.sap.com/t5/application-development-and-automation-discussions/service-level-aggrement/m-p/3316935#M794513 <HTML><HEAD></HEAD><BODY><P>An SLA is an agreement between the business (the end users) and the support group what the response times for a certain issue are.</P><P></P><P>It defines how much time support needs (at the most) to react on a problem, and to resolve the problem. It aslo defines what the different priorities of the problems are and the time frames for each priority.</P><P></P><P>Usually whenever a user reports a problem a 'ticket' is created to track process and resolution.</P><P></P><P>e.g. If you are creating an OSS message reporting to SAP that you found a product bug, this would be one ticket.</P><P></P><P>In regard to timeframes 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.</P><P></P><P>Usually the higher the priority the smaller the reaction time and also maximum processing time to resolve the problem is.</P><P></P><P>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.</P><P></P><P>Hope that explains it,</P><P>Michael</P></BODY></HTML> Thu, 24 Jan 2008 20:31:08 GMT https://community.sap.com/t5/application-development-and-automation-discussions/service-level-aggrement/m-p/3316935#M794513 Former Member 2008-01-24T20:31:08Z