on 07-17-2007 10:12 AM
Hi,
can anybody pls help me regarding SLA?
Its very urgent tommorrow I have an interview?
I'll award you with max points?
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.
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thanks guys
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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.
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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
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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
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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
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