SLA's made easy in solution manager
Some of you might have used the excellent document available on the SAP service market place called u201CSAP Solution Manager u2013 Service Desk for Service Providersu201D which explains in detail the steps required to set up SLA's in your solution manager system, in the context of the VAR scenario.
Whilst this document is very helpful, I find that there is a piece missing in it. It shows you what you need to set up before setting up a contract and then goes on to discuss how messages can be escalated if SLA's are not respected - it does not show or explain how everything is put together in a contract and how that contract is determined.
I have therefore tried to write this missing piece to this great document. You can find that over on my web site and the link to that post is here --> [SLAu2019s made easy in SAP Solution Manager|http://www.renet-web.net/2009/07/21/slas-made-easy-in-sap-solution-manager/]
If you find this useful I will try to post more.