Service level agreement in SAP projects agreement also commonly known as SLA. 

It is a legal document/Process/understanding   which is created between few parties to come into consensus for resolving the tickets raised from customer end.

Parties involved in service level agreement.

  1. Client/Customer
  2. Service provider/Consultancy
  3. SAP

SLA can be categorized based on two attributes:

  1. Quality – quality parameter designed to resolve the ticket
  2. Time – resolution time required for ticket

The severity of ticket can be identified and designed in various ways

  1. Critical – Blockage affecting customer  users on a given process or have a strong impact payroll / accounting
  2. High – Blocking affecting a small number of users on customer process or having an impact IF payroll / accounting. If workable solution is existing than the ticket is not high
  3. Medium – Blocking affecting customer single user and affecting the legal or financial
  4. Low – Anything which is not falling in above is put in low category because at time you will find the ticket does not falls into above criteria.

Ageing – It state the number of hours it takes the ticket to get resolved, based on complexity and priority of the defect ageing limits is decided and on crossing the limits the service provider/ Consultancy pays to the customer.

Defect Priority 

Defect  criticality

High

Medium

Low

Ageing

Critical

High

Medium

Low

SLA’s has two important time parameter
1. IPRT – Initial problem response time

  1. PRT – Problem response time

We need to consider the assumption before finalizing the IPRT and PRT and should be documented

  1. Number of hours worked for a day per person
  2. Number of working day
  3. Daily working time
  4. Effective working time
  5. Daily ticket ageing time
  6. Deviation from the actual ticket slippage without penalty

The matrix designed for resolving the ticket

Defect Priority

IPRT in hours

PRT in hours

Critical

45

5

High

2

10

Medium

24

48

Low

48

72

Ticket priority – Once the ticket priority is set from the customer end it might happen that the service provider does not agree to the priority set by customer. So those kinds of tickets are re discussed and based on their discussion the required changes are done.

Idle time calculation – Suppose the ticket X which has priority as critical and PRT is 2 hours but the X defect has a dependency on ticket Y . The ticket X is put on hold with the reason stating dependency on Y. The ticket X is using the idle hour. As a part of SLA we also defined idle time for a whole month i.e. if all the ticket raised for the month should not cross the idle number of hours. If the service provider/ consulting team does not manages to keep the idle time in place they have to pay to their customer.

To report this post you need to login first.

Be the first to leave a comment

You must be Logged on to comment or reply to a post.

Leave a Reply