An SLA is an agreement between the business (the end users) and the support group what the response times for a certain issue are.
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.
Usually whenever a user reports a problem a 'ticket' is created to track process and resolution.
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 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.
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.
Hope that explains it,
Michael
Bluesky
