sla

[Former Member]

What is this SLA in production support?

[Former Member · Accepted solution]

Hi Friend,

SLA is an abbreviation for "Service Level Agreement". It means to have guaranteed reaction or resolving times for incidents (= trouble tickets).

For instance you could have defined the following SLA levels For example:

Gold: Reaction time = 30 minutes, resolving time = 4 hours

Silver: Reaction time = 4 hours, resolving time = 24 hours

SLAs normally are part of a contract between a customer and a service provider.

Or in details description:

SLA are Service Level Agreements to resolve the tickets by the market. SLA means Service Level agreement. It is the service agreement between a Company and a service provider. For example an IT Organization providing support of SAP / other software / hardware has a agreement. This can be for example categorized based on criticality of the incident. High priority incident has to be resolved on 10 hours. Medium priority incident has a 3 days time to resolve etc

[Former Member]

www.google.com

search for SAP SLA and you'll find lots of info

[Former Member]

Hi Jindal,

SLA - Service Leve Agreement.

It is an agreement between the Client and Service Proivder.

Ex:- One of the client( Company ) what to give their Production

Support to the Service Provider for which both will go for this

Agreement.Here the Response Time and Resolution Time

Plays a Vitol Role.

Ex ;- Tickets / Issues are Prioritised as Shown below:

Priority Description Respose Time Resolution Time

P1 - High 15 Minutes 1 Days

P2 - Medium 60 Minutes 5 Days

P3 - Low 360 Minutes 30 Days

These are will be writen / set in SLA's.

If Response time as well the Resolution Time is missing is called Missing of SLA's and the will be Escalted.

This varies from Client to Client.

Hope got the Clarification and Please Reward If Really Helpful,

Thanks and Regards,

Sateesh.Kandula