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SLA

Former Member
0 Kudos

Hi,

can anybody pls help me regarding SLA?

Its very urgent tommorrow I have an interview?

I'll award you with max points?

Accepted Solutions (1)

Accepted Solutions (1)

former_member183879
Active Contributor
0 Kudos

SLA is the Service Level Agreement agreed between the service provider and the client on the terms of delivery.

In this process, they arrive the the response time and resolution time for issues of varying priority.

For example, based on the severity of the issue, they classify the issues as Priority1 to 4, 1being high and 4being low.

Then they will arrive at figures saying that for P1 issue, the response time is immediate and resolution time is 2hours. Similarly for other priorities also.

Once this SLA matrix is arrived at, the same will be used as guideline for solving the issues.

Also periodically, SLA reports will be extracted from the support system and will be reviewed.

If you know further details pls lemme know.

Answers (5)

Answers (5)

Former Member
0 Kudos

thanks guys

Former Member
0 Kudos

hi,

SLA means service level aggrement ,it is between the service provider and the

client(bnuisness)

the SLA mainly contains the terms and conditions of the service which are

1.the duration of the service.

2.the Cost at every stage.

3.amount of effort involved at every stage.

4.cost if any deviation.

5.penalty -- if not delivered at the right time.

good luck

reward points

sriram.

former_member227476
Active Contributor
0 Kudos

dear viswas

SLA mean SERVICE LEVEL AGREEMENT

at the time of giving the support service to any organisation, clint will fix some times for each issue, call as priority to resolve the issues

these priorities will be 1,2,3,4,5 (high----- low) depends on clint requirement

priority 1 will have 4 hrs and 2 will have 8 hrs..like that

if we are not able to resolve the issue within that time, that will call as breach

in this situation we have to pay to the clint.

hope u r clear now

siva

Former Member
0 Kudos

hi

An agreement with the customer for the assurance of a specific service within a predefined period of time.

Service Level Agreements (SLA) define the attributes for service products (for example, maintenance, Hotline) that have been agreed upon with the customer in service contracts. The SLA confirms different parameters, such as response time, availability time and system availability.

The SLA effects the pricing for each contract item and the date calculation in the service order, to which the relevant contract items refer.

also refer to the article: below link

http://www.networkworld.com/buzz99/buzzsla.html

reward if useful.... All the very Best

thx and regards,, Naren

null

Former Member
0 Kudos

Service Level Agreement

An agreement with the customer for the assurance of a specific service within a predefined period of time.

Service Level Agreements (SLA) define the attributes for service products (for example, maintenance, Hotline) that have been agreed upon with the customer in service contracts. The SLA confirms different parameters, such as response time, availability time and system availability.

The SLA effects the pricing for each contract item and the date calculation in the service order, to which the relevant contract

item<a href="http://help.sap.com/saphelp_470/helpdata/en/81/dda03b04cd2435e10000000a114084/frameset.htm">SLA</a>

Message was edited by:

SHESAGIRI GEDILA